The aim of this diploma thesis was to create an own DiffServ domain model, which is supplemented with stations generating various type of network traffic and implementation of token-bucket mechanism in router´s process model in Opnet Modeler simulation environment. DiffServ domain is made up from two edge and two core routers and includes servers and client stations generating VoIP, FTP, HTTP and database access traffic. It is described a process of distribution of traffic into different classes on edge routers of DiffServ domain along with assurance of separate handling with usage of an Assured Forwarding PHB mechanism. In point of differentiated packet processing is process model completed with generating of various statistics. The process of their creating is used to check a dropper activity, which is implemented together with token-bucket mechanism on ARP layer of the router. The functionality of the model is verified by simulation.

Information about the differentiated services (DiffServ), the link failure problems and the alternate routes in a DiffServ domain finding are the aims of the master´s thesis to be given. Properties of the differentiated services, the usage of marking techniques in the DiffServ domain are described in the thesis. The concept of the DiffServ domain, its structure and mostly used today routing protocol OSPF are described too. The function model of the DiffServ domain has been created in the simulation environment called Opnet Modeleler on the basis of the obtained knowledge. The link failure and the following link recovery have been simulated in the model and the effects have been analyzed after that.

Master 's thesis deals about computer networks, which constitutes a global communication structure and play a very important role in today's society. The rapid development of Internet, the emergence of new multimedia applications and their increasing use of calls to the efficient functioning of the creation of such governance mechanisms of transmission, which are able to secure the required parameters. The thesis deals about the issue of quality of service (QoS) in IP networks. It presents the basic characteristics and requirements of these networks for the transmission of sensitive data by the quality of services, deals with the QoS definition, and describes the essential parameters to be followed to achieve the required quality of service in practical deployment. In addition, lists the various principles and options to ensure QoS in computer networks. Generally, it represents the Cisco 1841 router features and options to ensure quality of service in the network based on these routers. Practical thesis part provides two types of model IP networks, which were designed in order to verify the impact of service quality in real practice. Of the known methods to ensure QoS, which include a mechanism of Integrated services, Differentiated services, it focus its content about the Differentiated Services and the implementation of these in proposed network model. The last part of the work presents the results obtained by the impact of quality of service for the applications and their assessment.

In the late 1980s and early 1990s few transportation agencies around the world considered performance-based specifications as an alternative to improve the efficiency of the services provided to the public. These initiatives are better known as Performance-Based Road Maintenance (PBRM). PBRM calls for performance-based work, in which a desired outcome is specified rather than a material or method. This type of specification promises to be an excellent tool to improve government efficiency in maintaining transportation networks; however, without proper monitoring, it could likely yield adverse outcomes. Since PBRM is relatively new, the availability of reliable and comprehensive sets of guidelines to evaluate the effectiveness and efficiency of this type of specifications in the roadway maintenance arena is limited. Transportation agencies currently rely on criteria and procedures they have had developed from their traditional methods used to evaluate performance. Unfortunately, some of these procedures cannot appropriately assess the benefits, if any, accrued by the government as a result of implementing performance-based specifications for the maintenance of the roadway system. This research presents the development of a framework for monitoring PBRM more comprehensively and accurately. The framework considers the assessment of five main areas -- Level of Service Effectiveness, Cost-Efficiency, Timeliness of Response, Safety Procedures, and Quality of Services -- in order to guarantee the comprehensiveness and reliability of the evaluation process. The major contribution of this framework is to provide transportation agencies with guidelines for evaluating the effectiveness and efficiency of PBRM as an alternative delivery method to maintain and preserve the roadway system. / Ph. D.

京都大学 / 新制・課程博士 / 博士(地域研究) / 甲第25412号 / 地博第330号 / 京都大学大学院アジア・アフリカ地域研究研究科アフリカ地域研究専攻 / (主査)准教授 金子 守恵, 教授 平野(野元) 美佐, 教授 高田 明, 助教, 阿毛 香絵 / 学位規則第4条第1項該当 / Doctor of Area Studies / Kyoto University / DGAM

Composição de serviços é um tópico que tem atraído cada vez mais o interesse por parte de pesquisadores na área de sistemas distribuídos. Além disso, o interesse por ambientes baseados em nuvem tem crescido significativamente conforme o seu uso aumenta e se firma como um importante modelo de negócios. Coreografias são formas de composições de serviços em que não há pontos centrais de falha; a responsabilidade da sua execução é distribuída entre os vários serviços componentes. Devido à natureza distribuída do fluxo de informações e dados de controle, o cumprimento de \\textit{Service Level Agreements} (SLAs) depende estritamente do monitoramento da Qualidade de Serviços (QoS), recursos virtuais da nuvem e mecanismos de reconfiguração dinâmica, capazes de automaticamente adaptar composições a mudanças de estado no sistema. Nesta dissertação, abordamos o estudo do gerenciamento de QoS em coreografias de serviços. Para isso desenvolvemos um sistema de middleware capaz de implantar e gerenciar o QoS de composições. Este teve seu desempenho avaliado utilizando o serviço Amazon EC2. Os resultados da avaliação mostram que com pouco esforço por parte dos desenvolvedores de composições, é possível cumprir o SLA de composições dentro do esperado utilizando escalabilidade horizontal ou vertical provida pelo middleware automaticamente. Adicionalmente, a nossa proposta traz economias em relação ao custo de implantação pois diminui a quantidade de recursos subutilizados. / Service composition has been a hot topic that has attracted the interesting of researchers in the distributed system area. Moreover, the interesting in cloud computing based environment has grown significantly. Its use has grown and it became to be a important business model. Choreographies are an specific kind of service composition that has no single point of failure; the responsibility of execution is distributed among the services. Due to the distributed nature of the these systems, the fulfilment of Service Level Agreements (SLAs) depends strictly on and automatic way to monitoring Quality of Service (QoS) and virtual computional resources as well as dinamic reconfiguration mechanisms, to be capable of automatically adapting compositions to changing environment. In this work, we studied QoS management in service choreographies. In order, we devised a middleware system capable of deploy service compositions and manage QoS of them. The middleware was evaluated using the Amazon EC2 cloud provider. The results shows that with less effort from the composition providers, it is possible to fulfil SLAs using horizontal or vertical scalability provided by the middleware automatically. Additionaly, our proposal brings up a cost reduction of deploy by decreasing the amount of underused resources.

O setor de serviços, onde os bancos estão inseridos, se caracteriza pelo o uso intenso de recursos humanos, grande heterogeneidade de atividades e simultaneidade entre produção e consumo de produtos/serviços. Este contexto torna bastante complexo e desafiador a proposição de especificações de qualidade que contribuam com o aumento da satisfação e da lealdade dos clientes. Embasado em fundamentação teórica sobre os temas setor de serviços, qualidade, satisfação, imagem corporativa, lealdade e valores humanos, este trabalho se propôs a buscar uma melhor compreensão sobre como estes fatores atuam em uma agência bancária. O estudo foi executado em uma agência bancária de médio porte localizada na região metropolitana de São Paulo. Para cumprir com os objetivos de pesquisa foram realizadas entrevistas, observações durante o expediente bancário e pesquisa de campo com 202 clientes. A fase qualitativa, composta pelas entrevistas e pelas observações, foi transcrita e consolidada segundo a relevância das informações colhidas; na fase quantitativa, após a coleta de dados, foram realizadas análises estatísticas em contexto univariado, bivariado e multivariado por meio das técnicas de Análise fatorial, Análise de conglomerados, Análise de regressão logística e Modelagem de equações estruturais. Os resultados indicam que a qualidade funcional é o fator mais importante da qualidade na agência bancária objeto de estudo. O estudo demonstrou, também, que a capacidade de compreender as necessidades individuais, um relacionamento comercial pautado na transparência e na integridade e o valor humano de responsabilidade sócio-ambiental contribuem na diferenciação entre clientes leais e não leais a agência bancária em questão. O trabalho também indicou que há uma relação direta entre os construtos Lealdade, Qualidade, Satisfação e Valores humanos. / The service sector, in which banks have been inserted, is characterized by the intense use of human resources, heterogeneity and simultaneity of activities between production and consumption of products / services. This condition makes it quite complex and challenging proposing quality specifications that contributes to increase customer satisfaction and loyalty. Based in theoretical grounding on service\'s sector main themes, such as quality, satisfaction, loyalty, corporate image and human values issues, this study proposes to seek a better understanding of how these factors work in a bank. The study had been performed in a midsize bank agency located in the metropolitan region of São Paulo. To accomplish research goals, interviews, observations during business hours and fieldwork surveys were made with 202 clients. In the qualitative step, which is consisted by the interviews and observations, the information has been transcribed and consolidated according to relevance. In the quantitative step, after data collection, statistical analyzes were performed in univariate context, bivariate and multivariate analysis through factorial analysis techniques, cluster analysis, logistics regression analysis and structural equation modeling. The results suggests that functional quality is the most important factor in the quality of bank\'s agency object of study. The study also evidenced that the ability to understand individual needs, a business relationship built on transparency and integrity and the human value of social and environmental responsibility contributes in differentiating loyal and non-loyal agency\'s customers. The study also indicated that there is a direct relation between the Loyalty, Quality, Satisfaction and human values constructs.

Darbo objektas: Lietuvos kūno kultūros akademijos teikiamų baseino komercinių paslaugų pasirinkimo ypatumai. Aktualumas: paslaugoms būdingi kiti ypatumai nei materialinėms vertybėms. Šiuos ypatumus lemia paslaugų verslo prigimtis ir paslaugų savybės: jų neapčiuopiamumas, nedalijamumas (t. y. neatskiriamumas nuo teikimo šaltinių), epizodiškumas, kokybės nepastovumas ir kt. Paslaugų savybių visuma lemia nevienodą paslaugų kokybę ir sudėtingą jos vertinimą. Norint įvertinti paslaugų kokybę, pirmiausia būtina išsiaiškinti, kaip ją suvokia klientai. Tik tuomet paslaugų teikėjas galės kontroliuoti ir koreguoti šiuos vertinimus norima linkme. Neatsižvelgiant į klientų nuomonę dėl kokybės, galima suklysti, o išleisti pinigai ir laikas bus prarasta investicija. Paslaugos šiandien atsidūrė ekonominės veiklos dėmesio centre: jos tampa privaloma priemone siekiant patenkinti svarbiausius norus bei reikmes ir kelti visuomenės gerovę (Kindurys, 1998), tačiau ekonominiu aspektu LKKA teikiamos baseino paslaugos šiame darbe neanalizuojamos. Paslaugos pasirinkimo motyvai kiekvieno vartotojo yra individualūs. Vartotojo reikšmingumas įpareigoja paslaugų teikėjus nuodugniai išanalizuoti visus veiksnius ir imtis reikiamų sprendimų, susijusių su paslaugų kokybės tobulinimu. Todėl norint teikti atitinkamos kokybės paslaugas, svarbu žinoti, kokie motyvai vartotojams yra svarbiausi renkantis paslaugų teikėją ir kokiais kriterijais remdamasis jis suvokia gaunamos paslaugos kokybę. Šio darbo... [toliau žr. visą tekstą] / An object of the work: peculiarities of selection rendering commercial services by the swimming pool of Lithuanian Academy of Physical Education. Relevance: Services, compare it to material values, are incident to particular peculiarities. Those peculiarities are determined by the nature of service business, services characteristics, for instance, its impalpability, indivisibility that is inherency of its rendering derivation, transience and impermanence of their quality and etc. Totality of services characteristics determine complicated quality of services and even more complicated its evaluation. First of all on purpose to evaluate the quality of services it is necessary to ascertain, how clients perceive it themselves. At that point the services supplier can control these evaluations and shift it on desirable direction. Irrespective of clients’ opinion in point of quality, could be initiated deceptive actions while expended money and time would be meaningless investment. Services appeared in the center of economical brief: it’s become compulsory implement on purpose to satisfy the main desires and needs also to increase public welfare (Kindurys, 1998), however services provided by LAPE swimming pool will not be analyzed in economical aspect. Services organization, which provides qualitative services, gains the acceptance and loyalty of consumers, increases market share, forms and maintains competent personnel and becomes less exposed concerning the strife of prices... [to full text]

Darbo tikslas. Įvertinti V.Į. Greitosios Medicinos Pagalbos Stoties ir Privačios Greitosios Medicinos Pagalbos Stoties veiklą Kauno rajone. Tyrimo metodika. Analizuota 2007 m. Kauno rajono V.Į. Greitosios medicinos pagalbos (GMP) stoties ir privačios GMP stoties veikla. GMP paslaugų kokybės ir veiklos rodikliai gauti iš GMP kvietimo kortelių, duomenys apie diagnozių sutapimus ir ligonių stacionarizavimą gauti iš GMP siuntimų, o duomenys apie GMP finansinę veiklą Kauno rajone gauti iš finansinių įstaigų ataskaitų. Rezultatai. 2007 m. Kauno rajono tiek privati GMP, tiek valstybinė GMP iki 5 min. greitąją medicinos pagalbą suteikė dešimtadaliui ligonių, kai tuo tarpu pagalbą iki 15 min. reikšmingai didesnei daliai ligonių suteikė privati GMP, lyginant su valstybine GMP, atitinkamai 78,2 proc. ir 43,5 proc. Privačios GMP pervežtų į ligonines ir stacionarizuotų ligonių dalis buvo reikšmingai didesnė negu valstybinės GMP, atitinkamai 91,9 proc. ir 54,2 proc. Valstybinėje GMP dirbančių gydytojų nustatytų diagnozių nesutapimo procentas buvo reikšmingai didesnis negu privačios GMP dirbančių gydytojų, atitinkamai 6,4 proc. ir 2,8 proc. Valstybinė GMP vyko į ligonių pervežimus, nelaimingų atsitikimų vietas bei pas susirgusius asmenis namuose daug dažniau, lyginant su privačia GMP, tačiau pagal vienai GMP brigadai skirtus pervežimus bei pagal vienam etatui tenkančias suteiktas paslaugas privati GMP suteikė iš viso daugiau paslaugų ir vyko pas susirgusius pacientus į namus. Kilometražas... [toliau žr. visą tekstą] / Aim of the study. To evaluate the activity of public and private prehospital emergency service stations in Kaunas district. Methods. The activities of public and private prehospital emergency service stations in Kaunas district in 2007 were analyzed. Data on quality and activities indicators of prehospital emergency service was obtained from prehospital emergency service invitation card, data about diagnosis coincidence and patients hospitalization was obtained from prehospital emergency service committals, while data about prehospital emergency service financial activities in Kaunas district was obtained from financial reports of the insitutions. Results. In Kaunas district in 2007, public as well as private prehospital emergency service provided first medical aid until 5 minutes for one tenth of patients, while until 15 minutes private prehospital emergency service comparing with public prehospital emergency service provided first medical aid for significantly bigger proportion of patients, respectively 78.2% and 43.5%. The proportion of patients who were transported to the hospital and who were hospitalized was significantly bigger of private prehospital emergency service than that of public prehospital emergency service, respectively 91.9% and 54.2%. The proportion of wrong diagnoses in the public prehospital emergency service was significantly bigger than that in the private prehospital emergency service, respectively 6.4% and 2.8%. The public prehospital emergency... [to full text]

In the sector of teaching, the search for the satisfaction of clients became the need of survival in the competitive market. In this scenario in constant change, the service organizations, specially the education one, need continuous improvement in their processes. The study presents important structural indications to the general direction of the institution in study, referred to the practices related to the organization environment and offers suggestions to improve the quality of services done, having as reference the development of people by means of training and capacitation. The data were collected at College Centenario, Santa Maria RS, with a population of all teachers and employees of the different sectors. The conception used in the process of the development of the research had as a direction the adaptation of the criteria of programs such as Malcolm Baldrige and Gaúcho Program of Quality and Productivity (PGQP), aiming the continuous improvement. The analysis of the data was done according to the descriptive statistic, inferencial statistic. The results showed that the components analyzed, the organizational environment and the organizational culture are very important to constitute the institutional evaluation to identify problems aiming the implementation of actions that can improve the organizational environment and therefore the quality of services done. / No setor de ensino, a busca pela satisfação dos clientes tornou-se uma necessidade de sobrevivência no mercado competitivo. Nesse cenário, em constantes mudanças, as organizações de serviço, principalmente, da educação, precisam de melhoria contínua nos seus processos. O estudo apresenta indicações estruturais importantes para a direção geral da instituição em estudo, no que se refere às práticas relacionadas ao Clima Organizacional, e propõe sugestões de melhoria da qualidade dos serviços prestados, tendo como referência o desenvolvimento das pessoas por meio de treinamento e capacitação. Os dados foram coletados no âmbito do Colégio Centenário, Santa Maria - Rio Grande do Sul, sendo a população alvo todos os professores e funcionários dos diversos setores. A concepção utilizada, nos processos de desenvolvimento da pesquisa, teve como base uma adaptação dos Critérios dos Programas Malcolm Baldrige e Programa Gaúcho de Qualidade e Produtividade (PGQP), visando a melhoria contínua. Para análise dos dados, foi utilizada a estatística descritiva e a estatística inferencial. Os resultados evidenciaram que os componentes analisados, Clima Organizacional e Cultura Organizacional, são muito importantes para a Avaliação Institucional, a fim de identificar problemas que visam à implementação de ações que possam melhorar o ambiente organizacional e, conseqüentemente, a qualidade dos serviços prestados.