This dissertation presents the design of a novel joining-in-type humanoid robot-assisted language learning that uses two robots to conduct a goal-oriented conversation with the human learner to practice English as a second language. The system uses implicit learning as the main learning style to teach the usage of a specific expression form. A mix of tutoring and peer learning is implemented in the course of a three-party conversation. This learning style enables the learner to gain linguistic knowledge, and at the same time it improves the performance of the speech recognition engine. / 博士(工学) / Doctor of Philosophy in Engineering / 同志社大学 / Doshisha University

This study is an evaluation of online annotated readers developed for first grade students enrolled in Chinese immersion. The electronic readers were created to provide additional input to immersion students, who had little time in class for Chinese character reinforcement. The students accessed online readers from their homes and took assessments before and after each reader to test for improved character comprehension. In addition, students were divided into treatment and control groups. The treatment group had annotated electronic readers with audio and games. Conversely, the control group did not have annotations but audio was included. Results demonstrate a significant difference between preliminary and post-assessments, suggesting that students comprehended more characters after reading. No significant differences were detected between the control (non-annotated) and treatment (annotated) groups. Additional data collected from parent surveys provide useful demographics about subjects' socio-cultural and language variables as well as highlight parental desires for more support and help-aides. Computer Assisted Language Learning (CALL) in relationship to young immersion students learning Chinese is also discussed. Results suggest that online annotated readers can be an important resource for students who have limited instructional time in the classroom and little opportunity to receive help at home.

This thesis describes methods for transforming applicative programs with the aim of improving their efficiency. The general justification for these techniques is presented via the concept of abstract interpretation. The work can be seen as providing mechanisms to optimise applicative programs for sequential von Neumann machines. The chapters address the following subjects. Chapter 1 gives an overview and gentle introduction to the following technical chapters. Chapter 2 gives an introduction to and motivation for the concept of abstract interpretation necessary for the detailed understanding of the rest of the work. It includes certain theoretical developments, of which I believe the most important is the incorporation of the concept of partial functions into our notion of abstract interpretation. This is done by associating non-standard denotations with functions just as denotational semantics gives the standard denotations. Chapter 3 gives an example of the ease with which we can talk about function objects within abstract interpretive schemes. It uses this to show how a simple language using call-by-need semantics can be augmented with a system that annotates places in a program at which call-by-value can be used without violating the call-by-need semantics. Chapter 4 extends the work of chapter 3 by showing that under some sequentiality restriction, the incorporation of call-by-value for call-by-need can be made complete in the sense that the resulting program will only possess strict functions except for the conditional. Chapter 5 is an attempt to apply the concepts of abstract interpretation to a completely different problem, that of incorporating destructive operators into an applicative program. We do this in order to increase the efficiency of implementation without violating the applicative semantics by introducing destructive operators into our language. Finally, chapter 6 contains a discussion of the implications of such techniques for real languages, and in particular presents arguments whereby applicative languages should be seen as whole systems and not merely the applicative subset of some larger language.

Corporate storytelling is a recognized marketing strategy, however the usage of it is regarded to be unclear from a theoretical perspective. Further, the internal usage of storytelling among organizations is more common than the external use. Hence, this research was aimed towards storytelling for external stakeholders.

Purpose - The purpose of this study is to investigate potential for and cost related impact of internal lead time reduction through coordination between materials supply and a production activity of customer-order-unique products. In order to achieve the purpose two questions are answered; 1. How can with respect to sourcing strategy, coordination between materials supply and production activity of customer-order-unique products be achieved? 2. How does a coordination affect cost items in related areas of the business? Method – Based on literature in the area of materials supply a theoretical framework for the study was established. The company JELD-WEN, an industrial manufacturer with customer-order-unique-production of fire- and safety-doors was used for a case study. Data collection was performed through interviews, observations and document studies. A comparison between the theoretical framework and empirical data generated the final results. Findings – Using a hybrid sourcing strategy, changes in materials supply through an internal call-off together with the materials feeding method kitting proves potential to reduce the internal lead time in the manufacturing process. An economic impact of such coordination with a production activity has been found for three cost items; handling cost (increase), administrative order cost (increase/decrease) and inventory carrying cost (increase/decrease). Implications – The study does not contribute to new theory in the field. Instead existing theory and relations defined in the theoretical framework have been verified by the case study. Internal lead time reduction identified in the study may be used in other ways than by the means of an improved customer offer. This can be done through sharing time to other time-exposed activities in the manufacturing process or as an additional safety time for finished products to secure company's delivery accuracy. Therefore, in a decision situation for change affected cost items should be assessed in contrast to the more indirect value of a lead time reduction. Limitations – Modifications of materials supply occurs in a context where conditions outside the unit of analysis plays a crucial role and thereby limits the possible usage of the potential lead time reduction. The study handles impact of cost items in a general direction (increase or decrease). Absolute terms contribute to more precise consequences and are probably necessary to support a company's final financial decision of using an alternative approach in materials supply.

Thesis (MPhil (Modern Foreign Languages))--University of Stellenbosch, 2009. / As computers increasingly seem to gain importance and have become a useful tool to carry out everyday routine tasks and to facilitate communication, task-based and student centred approaches of foreign language teaching and learning need to evaluate how computers can be integrated into the classroom to equip students with the necessary skills they need to master the challenges which may come with these new technologies. Since CALL (computer assisted language learning) -research has also suggested that computers can assist both students and teachers by enhancing L2 learning activities and by providing useful tools to complete them, it seems like there is no way computers can not play a role in L2 teaching and learning today. This thesis aims to give an overview of the use of computer applications in the L2 classroom and illustrates them by giving practical examples for a specific learning environment, namely the Goethe-Zentrum Kapstadt. As informed use of computers in a CALL scenario must be based on a thorough understanding of L2 learning processes, this thesis also provides a critical overview of general L2 teaching and learning theories as well as CALL research in particular. As a theoretical framework may vary according to the specific conditions of the learning environment a description of the Goethe-Zentrum is also given and considered as a criterion for the development and integration of learner-centred and task-based CALL activities at the Goethe-Zentrum.

Thesis (MBA (Business Management))--University of Stellenbosch, 2007. / ENGLISH ABSTRACT: The contact centre industry is a relatively new concept that hit the business world in this millennium. Many companies, realising the lower cost of operations through the use of a contact centre embraced this and made it part of their business strategy. Faced with a higher level of expectations from customers, the current set-up of Telecom Namibia's call centre as it is now called, needs to undergo a major shape-up in providing services beyond the traditional inbound services to its own customers. Like all other industries and businesses, the establishment of call centres can be attributed to technological advances in integrated telephone computer technology, the convenience factor for consumers, and substantial cost reductions achieved by telephone service delivery in contrast to face-to-face contact. This change is manifested by the fact that virtually every business worldwide has a home website with a "Contact Us" option, online services and various other means of providing client services beside the normal phone call service. This is why the name call centre as it is commonly called has now been changed to contact centre. Most companies invest heavily in the call centre with the expectation that the investment will result in higher productivity and efficiency. However, customer satisfaction with call centre service is "notoriously" low. This can be attributed to the fact that in most instances, customers' queries, especially on the online "Contact Us" option, get lost or are left unanswered. Establishing a contact centre requires not only financial and technological resources but most importantly, human resources. This can be an expensive proposition for most businesses, especially for small to medium enterprises. The rapid growth of call centres due to the higher expectation for efficient delivery of services comes at a cost which most companies cannot afford. This from a strategic standpoint provides a window of opportunity for Telecom Namibia to expand its business by providing contact centre service to businesses in Namibia and in the distant future to the rest of Africa. In order to achieve this however, it needs to develop a strategic blueprint that would serve as a guideline in implementing best known practices for an efficient contact centre. The blueprint should address amongst others: • Organisational structure • Human capacity and workforce management • Technology and support systems • Business processes • Marketing and sales • Financial implications This in effect involves analysing the value chain that would lead to a competitive advantage over rivals in the contact centre industry. Recommendation: The report aims to provide an analysis of what the company needs to do in order to prepare itself for the challenges that will lie ahead in extending this service to other companies and the challenges it will face from competitors providing the same service throughout the world. It is recommended that Telecom Namibia should reposition itself by expanding its business to the contact centre industry which should aim to achieve the following goals: • To meet customers' higher level of expectations of efficiency. • To uplift Telecom Namibia's contact centre to be one of the best in the world. • To meet the organisation's vision of being the provider of telecommunications services of world class standards. / AFRIKAANSE OPSOMMING: Die kontaksentrum nywerheid is 'n relatiewe nuwe begrip wat die sakewêreld in die millennium getref het. Met die besef dat die gebruik van 'n kontaksentrum die koste verbonde aan operasies aansienlik kan verlaag het baie maatskappye hierdie idee aanvaar en dit deel gemaak van hulle sakestrategie. Namate kliënte hoër verwagtinge begin openbaar, sal Telecom Namibia se huidge kontaksentrum, oftewel sy inbelsentrum soos dit nou bekendstaan, 'n grootskeepse reorganisasie moet ondergaan ten opsigte van die verskaffing van dienste buiten die tradisionele inkomende dienste aan sy eie kliënte. Soos alle ander nywerhede en sakeondernemings kan die daarstelling van inbelsentrums toegeskryf word aan tegnologiese vooruitgang ten opsigte van geintegreerde telefoonrekenaartegnologie, die gerieflikheidsfaktor vir verbruikers en aansienlike kostebesparings wat behaal word deur telefoondiensverskaffing in teenstelling met kontak van aangesig tot aangesig. Hierdie verandering word bewys deur die feit dat bykans elke sakeonderneming ter wêreld oor 'n webtuiste beskik wat 'n "Kontak ons" opsie, aanlyn dienste en verskeie ander opsies bied, afgesien van die normale telefoondiens. Daarom is die naam inbelsentrum, soos dit algemeen bekendstaan, nou verander na kontaksentrum. Die meeste maatskappye belê op groot skaal in die inbelsentrum met die verwagting dat die belegging sal uitloop op hoër produktiwiteit en doeltreffendheid. Kliëntebevrediging ten opsigte van die diens gelewer deur inbelsentrums is egter baie laag, so min as 54 persent. Dit kan toegeskryf word aan die feit dat kliënte se navrae, veral deur die aanlyn "kontak ons" opsie, in die meeste gevalle verlore gaan of onbeantwoord bly. Om 'n kontaksentrum te vestig verg nie slegs finansiële en tegnologiese hulpbronne nie maar ook menslike hulpbronne, wat waarskynlik die heel belangrikste is. Dit kan 'n duur opsie wees vir die meeste sakeondernemings, veral vir middelslag en klein besighede. Die vinnige groei van inbelsentrums as gevolg van die hoër verwagtings ten opsigte van doeltreffende lewering van dienste verg 'n prys wat die meeste maatskappye nie kan betaal nie. Gesien uit 'n strategiese oogpunt verskaf dit vir Telecom Namibia 'n geleentheid om sy besigheid uit te brei deur kontaksentrumdienste te lewer aan sakeondernemings in Namibie en in die verre toekoms aan die res van Afrika. Om egter hierdie doelwit te bereik moet 'n strategiese bloudruk ontwikkel word wat sal dien as 'n riglyn om die beste bekende praktyke te implimenteer vir 'n doeltreffende kontaksentrum. Die bloudruk behoort onder meer die volgende aan te spreek: • Organisatoriese struktuur • Menslike kapasiteit en personeelbestuur • Tegnologie en ondersteuningstelsels • Sakeprossesse • Bemarking en verkope • Finansiele implikasies Dit sal, uit die aard van die saak, beteken dat die waardeketting ontleed moet word wat sal lei tot 'n kompeterende voordeel oor mededingers in die kontaksentrumnywerheid. Aanbeveling: Hierdie verslag is daarop gemik om 'n ontleding te verskaf van wat die maatskappy moet doen ten einde hom self voor te berei vir die uitdagings wat sal voorlê ten opsigte van die uitbreiding van hierdie diens na ander maatskappye en die uitdagings wat dit te bowe sal moet kom van mededingers wat dieselfde dienste dwarsoor die wêreld bied. Daar word aanbeveel dat Telecom Namibia homself moet herposisioneer deur sy besigheid uit te brei na die kontaksentrumnywerheid wat die volgende doelwitte moet nastreef: • Om kliënte se hoër vlakke van verwagting ten opsigte van doeltreffendheid te bevredig. • Om Telecom Namibia se kontaksentrum te verhef tot een van die beste ter wereld. • Om die organisasie se visie te verwenslik om die verskaffer van telekommunikasiedienste met standaarde van wêreldgehalte te wees.

The aim of the study is to prove that a correlation exist between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. Data were collected using the Job Satisfaction Survey which is a self-administered questionaire to measure job satisfaction of call centre representatives. Additional data were collected using the company's existing measures for measuring absenteeism, turnover, performance and customer satisfaction. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfaction and customer service. However, no relationship was found between job satisfaction and absenteeism, which is consistent with previous studies.

The technological era in which modern day organisations function, attempting to make every aspect of service more efficient and customer friendly, has cultivated a need within organisations to invent new ways of service. Call centres are one way in which organisations are trying to improve their customer service. For this reason, telephone call centres are one of the fastest growing segments of the service sector. The growth in call centres is attributable to the benefits that they offer organisations. Call centres can improve service and retain customers, increase sales and/or revenue and reduce costs and/or improve efficiency. For this reason, organisations are placing an increasing emphasis on the role of call centres regarding the competitiveness of the company and increased pressure on call centre agents. Research indicated that there are certain stressors in the call centre industry. This is emphasised by the high turnover rate and by high absenteeism levels in call centres. Although some studies seem to suggest that working in call centres can be interesting, overall it seems that working in call centres is a stressful experience. The objective of this research was to investigate the relationship between job characteristics, work wellness and work-related flow of call centre agents in an insurance company. A cross-sectional design was used with an availability sample (N = 176). A self-constructed instrument (JDRS) was used to measure the unique job demands and job resources in the insurance industry. Along with the JDRS, the Oldenburg Burnout Inventory, the Utrecht Work Engagement Scale and the Work-Related Flow Scale were used as measuring instruments. Results showed that the unique job demands in a call centre are pressure, working conditions, workload, and job security. The unique job resources are supervision, resources availability, task freedom, pay and benefits, opportunity for growth, and support. Work wellness was found to comprise burnout, work engagement and work-related flow. Multiple regression analysis showed that 6% of the variance in Mental Distance was predicted by Job Demands, with Working Conditions being the only significant predictor. Within Exhaustion, 11% of the variance explained was predicted by Job Demands, with Job Security and Working Conditions being the only significant predictors. No statistically significant predictions were obtained for Work Engagement and Work-Related Flow (i.e. Absorption and Flow). Recommendations were made for future research. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007

The primary aim of this study is to determine whether it is possible to standardize written feedback on L2 student writing for use in a computerised marking environment. It forms part of a bigger project aimed at enhancing the feedback process as a whole The study attempts to establish "best practice" with regards to feedback on writing, by establishing from the literature what works and what should be avoided. Also, an empirical study was launched to establish what lecturers focus on and what marking techniques they use. A set of randomly selected essays from the Tswana Learner English Corpus and the Afrikaans Learner English Corpus were sent to the English departments of different tertiary institutions across the country. The essays were marked by the English lecturers at the relevant institutions. The conclusion was that lecturers typically focus on surface structures, and use ineffective marking techniques. The best practice (and data from the empirical study) was then used to create a set of standardised feedback comments (tag set) that can be used in a specially programmed software package in which students submit their texts electronically. Lecturers can then mark the student essays on the computer, hopefully speeding up the process, while at the same time giving much more detailed feedback. In later stages of the bigger project, students will get individualized exercises based on the feedback, and there are experiments currently being run to try and automate certain pans of the marking process in order to take some strain off the lecturers when marking. The immense archiving abilities of the computer will also be utilized in order to create opportunities for longitudinal studies. The effectiveness of the feedback tag set was tested in comparison to the marking techniques used by the lecturers in the empirical study and a self-correcting exercise. The conclusion was that the feedback tag set is more effective than the other two techniques. but students seem to perform weak overall when it gets to the revision of cohesive devices and supporting arguments. I argue that students are not used to revising these features, since lecturers seldom (if ever) comment on the structural elements of texts. However, the experiment proves that standardization of written feedback is possible to an extent. The implications of the findings are discussed, and recommendations for further research are made. / Thesis (M.A. (English))--North-West University, Potchefstroom Campus, 2006