The majority of current internet traffic is based on TCP. With the emergence of new applications, especially new multimedia applications, however, UDP-based traffic is expected to increase. Furthermore, multimedia applications have sparkled the development of protocols responding to congestion while behaving differently from TCP. As a result, network traffc is expected to become more and more diverse. The increasing link capacity further stimulates new applications utilizing higher bandwidths of future. Besides the traffic diversity, the network is also evolving around new technologies. These trends in the Internet motivate our research work. In this dissertation, modeling and estimation techniques of heterogeneous traffic at a router are presented. The idea of the presented techniques is that if the observed queue length and packet drop probability do not match the predictions from a model of responsive (TCP) traffic, then the error must come from non-responsive traffic; it can then be used for estimating the proportion of non-responsive traffic. The proposed scheme is based on the queue length history, packet drop history, expected TCP and queue dynamics. The effectiveness of the proposed techniques over a wide range of traffic scenarios is corroborated using NS-2 based simulations. Possible applications based on the estimation technique are discussed. The implementation of the estimation technique in the Linux kernel is presented in order to validate our estimation technique in a realistic network environment.

In this thesis, we are interested in the modelling of queueing networks with finite buffers and with general service time distributions. Queueing networks models have shown to be very useful tools to evaluate the performance of complex systems in many application fields (manufacturing, communication networks, traffic flow, etc.). In order to analyze such networks, the original distributions are most often transformed into tractable distributions, so that the Markov theory can then be applied. Our main originality lies in this step of the modelling process. We propose to discretize the original distributions by probability mass fitting (PMF). The PMF discretization is simple: the probability masses on regular intervals are computed and aggregated on a single value in the corresponding interval. PMF has the advantage to be simple, refinable, and to conserve the shape of the distribution. Moreover, we show that it does not require more phases, and thus more computational effort, than concurrent methods. From the distributions transformed by PMF, the evolution of the system can then be modelled by a discrete Markov chain, and the performance of the system can be evaluated from the chain. This global modelling method leads to various interesting results. First, we propose two methodologies leading to bounds on the cycle time of the system. In particular, a tight lower bound on the cycle time can be computed. Second, probability mass fitting leads to accurate approximation of the performance measures (cycle time, work-in-progress, flow time, etc.). Together with the bounds, the approximations allow to get a good grasp on the exact measure with certainty. Third, the cycle time distribution can be computed in the discretized time and shows to be a good approximation of the original cycle time distribution. The distribution provides more information on the behavior of the system, compared to the isolated expectation (to which other methods are limited). Finally, in order to be able to analyze larger networks, the decomposition technique can be applied after PMF. We show that the accuracy of the performance evaluation is still good, and that the ability of PMF to accurately estimate the distributions brings an improvement in the application of the decomposition. In conclusion, we believe that probability mass fitting can be considered as a valuable alternative in order to build tractable distributions for the analytical modelling of queueing networks.

The Internet is an essential resource to an ever-increasing number of businesses and home users. Internet access is increasing dramatically and hence, the need for efficient and effective Web server systems is on the rise. These systems are information engines that are accessed through the Internet by a rapidly growing client base. These systems are expected to provide good performance and high availability to the end user. They are also resilient to failures at both the hardware and software levels. These characteristics make them suitable for servicing the present and future information demands of the end consumer. In recent years, researchers have concentrated on taxonomies of scalable Web server system architectures, and routing and dispatching algorithms for request distribution. However, they have not focused on the classification of commercial products and prototypes, which would be of use to business professionals and software architects. Such a classification would help in selecting appropriate products from the market, based on product characteristics, and designing new products with different combinations of server architectures and dispatching algorithms. Currently, dispatching algorithms are classified as content-blind, content-aware, and Domain Name Server (DNS) scheduling. These classifications are extended, and organized under one tree structure in this thesis. With the help of this extension, this thesis develops a unified product-based taxonomy that identifies product capabilities by relating them to a classification of scalable Web server systems and to the extended taxonomy of dispatching algorithms. As part of a detailed analysis of Web server systems, generic queuing models, which consist of a dispatcher unit and a Web server unit are built. Some performance metrics, such as throughput, server performance, mean queue size, mean waiting time, mean service time and mean response time of these generic queuing models are measured for evaluation. Finally, the correctness of generic queuing models are evaluated with the help of theoretical and simulation analysis. / May 2005

Outsourcing is a popular name in the employ market. It is a common situation for enterprises to adopt the outsourcing system instead of hiring employees in order to achieve the goals of cost-down and elevate the competency of enterprises. Especially at the lower level technical and heavy physical- loaded industries. China Steel Corporation (CSC) has been experiencing of applying the outsourcing system on site-work over thirty years. CSC and the subcontractor are becoming a symbiosis relationship. Nevertheless, most of the documents focused on the research between the workforce flexibility and organization performance of the subcontract system, it¡¦s rare to investigate the integral job performance which are resulted from the cooperative working model in specific factory. Moreover, there are problems to be improved during the long period operation experiences under the similar symbiotic structure, such as work safety, quality, efficiency, management of manpower etc. which lead to results that are unsatisfied working performances. But there is no actual performance evaluation system to verify. This research conducts to find out the key successful factors and construct the key performance index of mechanical maintenance for job performances evaluation. It can be utilized to promote continuously for synchronizing maintenance performances of CSC and subcontractors. Eventually, enterprises¡Boutsourcing employees and subcontractors can get the best of benefits from each other. This research applies the method of Analytic Hierarchy Process (AHP) to conduct interviews from experts and questionnaires survey. It was capable to be calculated the key performance factors weight for the references of the performance evaluation standard. Furthermore, the key points of recognition of maintenance performances from supervisors were analyzed the weight differentiations of sections¡Bpositions¡Bfield experiences from the EXCEL statistic program. The final conclusions were: 1 The priority to weight Key Performance Indexes of mechanical maintenance on main hierarchy structure are management of manpower(0.346), equipment maintenance(0.27), preparation of material(0.148), working environment(0.122) , working method planning(0.113)¡C 2 The top 80 % of KPI¡¦s weight include 14 items listed as below: 2.1 promotion of reliability of equipment maintenance. 2.2 reduce the rate of resignation. 2.3 promotion of numbers of qualified for the testing of technical and operation licenses. 2.4 decreasing the waiting time of materials during the repair period. 2.5 increase periodical training hours. 2.6 elevate the level of education. 2.7 reduce accident occurring rate. 2.8 reduce the times of safety working accidents 2.9 reduce the trouble shooting time. 2.10 raise the rate of presence. 2.11 reduce the break down hours of equipments. 2.12 reduce the numbers of break down equipment. 2.13 raise amounts of equipment improvement proposals. 2.14 raise amounts of operation method improvement proposals. 3 From the individual survey analysis, it shows that there are obvious differentiation related to the management of manpower¡Bequipment maintenance¡Bworking environment. 4 Based on different sections perspectives, it shows that even though most of the sections are consistent, but having diverse recognition were found. It means that only a slice difference can be observed overall. 5 Based on different positions perspectives, it shows that different levels of authority are consistent in top two KPI indexes on main structure. the others indexes have slice differences. 6 Based on different experienced perspectives, it shows that reverse result occurred between veterans and people who are not experienced for long time of work, and the former focus on the management of manpower; the latter focus on equipment maintenance.

The research aims at benchmarking apply to local government, it proof the feasibility for public department practice benchmarking and integrate TQM spirit. In management of internal activities, the institution built benchmarking performance index, at the same time, exhibited local large-scale activities to test performance of organization act the participation and suggestion institution. The research example for Tzudying District Office, and choose Kaohsiung City Government Personnel Department as benchmarking partner. The study is to inquire about benchmarking apply on the local government office's feasibility and performance in valuation, in order to seek the complete of research outcome and practical objective. It takes¡usecond-hand data analysis¡v¡B¡uquestionnaire investigation¡vto carry on the study. In the second-hand data analysis, it consults to quote the data of Kaohsiung City Government Personnel Department. In the questionnaire investigation, by investigating the satisfactory of the masses that jointing the activity, to acquire whether the organization introduce participation and suggestion institution can enhance the activities performance. We find that it is important element about the chief of department to support benchmarking on the research, and after introducing benchmarking to the local government not only help on administration development but also it has the outstanding performance on affairs. The study proposes the following suggestions: 1. Giving more power to the chief of department is the promise of moving benchmarking. 2. Public servant's performance reward institution and benchmarking suitable to carry out for reinforce to fulfill performance management. 3. It is the only way to improve performance and sustainable development for the future government organization that emphasizing on employee's professional skill and educational training.

Under the globalization tendency, the region of purchases no longer only limit to a place, but spreads the whole world, if the complex purchase flow can transform into the part of value chain, will effectively promote the enterprise competitive advantage. In the past enterprise interior invalid rate purchase, unnecessary flow and so on, was a bad sign of purchases processes. Supposing wants to solve the above problem effectively, we can¡¦t neglect the direction of e-procurement. However, only good e-procurement service quality is even more important to the users now. Therefore, this research is trying to explore the user¡¦s evaluation standard of e-procurement service quality. This research incorporating the former perspectives in information quality, system quality, and service quality, and comprehensively considering the role of an e-procurement system on service constructs, In addition, this research takes domestic company which was inducted the e-procurement system as a model to find out the important e-procurement service quality constructs that users pay attention to and influence their judgment to develop a questionnaire to evaluate the e-procurement system service quality. Finally, through the results of the questionnaire, we hope to provide some suggestions to the enterprises in the field or the ones that want to participate in to upgrade their e-procurement system service quality and gain profits. Besides, from the perspective of management, this research also hopes that through the questionnaire, the manager of the company which was inducted the e-procurement system can understand more about the standard the users use to evaluate e-procurement system service quality to help them efficiently make management strategies to reach their final goals.

Due to the prosperity of industry and business in these days, the population density is getting higher and higher. At the meantime of high development pursuit, life quality, ecology balance, health, and the environment for the descendants are as well affected. With the rise of environmental protection consciousness, the hope to defend individual rights and protect living surrounding is more highly emphasized. Because of the lack of pertinent access, people go out protesting their rights which has caused disorder and chaos in our society. It has had negative impacts on no matter environmental protection, economic development, governmental authority, and image of ¡§serving.¡¨ It is the most important principle of the environmental protection bureau to base on citizens¡¦ opinions towards environment while handing down a policy. The performance evaluation at present stage, therefore, is actually a chief reference for ongoing policy making and efficiency improving. The presently used method of efficiency evaluation has long been questioned and challenged; for example, the prudence and objectiveness of evaluation, fairness and justice of the contrived evaluating mode, economy of the evaluating process, lack of constructive advises to inefficient evaluated departments, and so on. In that case, the study manages to adopt a more objective method, Data Environment Analysis, and to evaluate and discuss the performance and main causes of efficiency differences aiming at the environmental protection bureaus in every county. With the purpose of making the outcome more objective, the study makes use of in-depth interview, Pearson Correlation, and input-output combination analysis to determine the evaluating criteria. Other than setting up the standard, the researcher furthermore conducts an empirical study by integrating DEA and regression analysis. Through the utilization of regression analysis can let on whether exogenous variables have obvious effects on the efficiency score. Lastly, this research managed to calculate the overall efficiency score gained from the DEA application from 1999 to 2001. The aim is also to find out the satisfaction with how the Environmental Protection Administration Executive Yuan has dealed with grievance statements for the past three years. The purpose is to discover the relationship between the overall efficiency score and the satisfaction degree. Via the study, findings of more relevant issues are expected and also the researcher hopes to provide the decision-making authority reference to make improvements for future measures.

A Study on Applying Analytic Hierarchy Process to Technician Performance Evaluation for the Paper Industry Abstract The papermaking business is one of the primary industries closely associated with people¡¦s livelihood. Its growth that shows a positive relationship with both Gross National Product and the education index serves as a major indicator of the economic progress and cultural level of a nation. For decades, with domestic economic growth and increment of national income, prosperity has been brought to the Taiwan Paper Industry. However, under the great impact from the society in recent years, enterprises with inappropriate business management and inferior performance may be struggling for survival, or even have been eliminated. In face of such challenges, to work out an approach to exert the maximum effect of human resources by employing an effective system for performance management to further enhance the competence of the organization has become an urgent issue for enterprise managers and human resource management professionals. Due to the skill-intensive feature of the paper industry, the performance evaluations of technicians who play a decisive role in the organizations are obviously significant. Analytic Hierarchy Process is adopted in this study in an attempt to discuss the critical elements of the technician performance evaluation for the paper industry and construct a hierarchical appraisal system, expecting to provide managers of the paper industry with an appropriate evaluation method to facilitate performance management. The achievements attained in this study are as follows: 1. Discussions on the present conditions of the performance evaluation for the paper industry. 2. Construction of the hierarchical appraisal system for technician performance evaluation. 3. The relative weights of the performance evaluation indicators with Analytic Hierarchy Process are applied. 4. The substance and significance of the performance evaluation indicators and relative weights. (1) Work achievement is a key factor to determine the quality of a technician. (2) Loyalty to the organization has received much attention, which facilitates innovation and improvement for the minorities. (3) Active professionals will be favored and valued. 5. Empirical applications. Three suggestions are proposed for the enterprises: (1) Constitute items and contents of the performance evaluation. (2) Integrate the performance evaluation into Human Resource Management. (3) Combine with the Human Resource Information System (HRIS).

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The hospitality industry is a service industry of multiple arts. Despite the various scales of hotels, they all aim at the same goal ¡V to provide various services to satisfy the demands of the public in the aspects of food, clothing, shelter, transportation, and entertainment. ¡§Human¡¨ is the most important resource of the hospitality industry, and the master of utilizing and manipulating other resources in this industry. But in practice, the performance of ¡§human¡¨ is volatile and unstable, so it is hard for managers to persistently maintain the service standard for a long term. In other words, in the service industries such as hotels, the improvement of service quality hinges on the management of employees¡¦ behaviors before they interact with clients. Thus, if performance management can be properly implemented, the employees can understand the correct service indices and provide satisfactory services to the clients. However, whether an enterprise has reasonable performance management indices and systems, the evaluation result and effectiveness are closely correlated. Therefore, this study aimed to provide a reference standard that the hospitality industry could use to evaluate their reception clerks and the clerks could use the evaluation model as a goal they work for, in hope of enhancing the competitiveness of the both parties. In the procedure of the research, the first stage was based on literature reviews to organize and analyze the performance indices for evaluating reception clerks in the hospitality industry. In the second stage, an interview with professional managers of the industry was conducted to verify the indices and hierarchy levels. At last, Analytic Hierarchy Process (AHP) was applied to derive the weight of indices for evaluating the reception clerks and establish a performance evaluation model for reception clerks in the hospitality industry. In terms of the derived weights, among the 3 constructs, ¡§work achievement¡¨ had the highest weight ratio, taking up as high as 42%. As a result, the property of a hotel reception clerk¡¦s work heavily relied on work achievement. According to the service characteristics of the hospitality industry, as the reception clerks were the most front personnel to contact and serve clients, their service quality, professional ability, problem-solving ability, and etc. would be promptly presented to the clients and represent the company in clients¡¦ first impression. So they were of high importance. This study also verified the application of the study results to the practice. Thus, in addition to building a ¡§Reception Clerk Performance Evaluation Scale¡¨ with derived indices and weights, the researcher also sought the assistance of managers of a hotel to conduct the empirical study. The results also showed that the study was in accordance with the current situation and could be practically applied to the industry. And in the survey, it was found that performance evaluation systems were not prevalent among the surveyed hotels. Less than 30% of the hotels implemented the evaluation system. Thus, if performance appraisal operations could be effectively implemented in the industry to reinforce management and motivate employees, it was believed that the overall business performance could be enhanced and the competitiveness of the industry could be strengthened too.