The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design. In terms of modelling, traditionally call centres have been modelled as single-node queueing systems. Based on the Semiopen Queueing Network (SOQN) model proposed by Srinivasan et al. [42], we propose and study SOQN models with balking and abandonment (both exponential and general patience time distributions). In addition, we study the corresponding single-node queueing systems and obtain new results. For each model, we study the queue length distribution, waiting time distribution and the related performance measures. To facilitate the computation, we express the performance measures in terms of special functions. In terms of call centre design, we develop a design algorithm to determine the minimal number of CSRs (S) and trunk lines (N) to satisfy a given set of service level constraints.<p> The explicit expressions for performance measures obtained allow for theoretical analysis of the performance measures. For example we prove monotonicity and convexity properties of performance measures for the M/M/S/N and M/M/S/N + M models. We also study the comparison of different patience time distributions for the M/M/S/N+G model.<p> We provide numerical examples for each model and discuss numerical results such as monotonicity properties of performance measures. In particular, we illustrate the efficacy of our design algorithm for various models including patient, balking and abandonment models. The impact of model parameters on the design of call centres is also discussed based on the numerical examples. The results are computed using Matlab, where special functions are available.

The Greater Toronto and Hamilton Area faces numerous transportation challenges now and in the future: congestion, population growth, and an inadequate public transit network. The metropolitan region has also changed in form in past decades, shifting from a monocentric to a polycentric region, further compounding the challenges. Currently, the public transit service is delivered by 9 different agencies comprised of 6 municipal providers, 2 sub-regional providers, and 1 regional provider. A region possessing a multiplicity of agencies suggests an overabundance of jurisdictional borders - borders that can potentially restrict travel across them. This thesis seeks to determine the impact of the presence or the omission of jurisdictional borders on transit patrons. A comparative approach is employed to investigate the benefits and costs to patrons and agencies through greater integration of specific origin-destination (OD) pairs. The chosen methods selects OD pairs that are known to be transit competitive, possess a high travel demand, and cross a transit-jurisdictional border. The relationship between transportation and land-use is relied upon to select clusters of dense employment or population, called activity centres, where public transit is known to compete well with the private auto. The travel demand between these centres is obtained using the 2006 Transportation Tomorrow Survey and the current optimal transit routing is determined using Google Trip Planner. Three OD pairs are selected that possess the most onerous transfers, a proxy for poor integration. Another three OD pairs are selected that possess seamless or no transfers using a variety of modes. In both cases, the existing transit routing is compared to an alternate routing to understand the benefits achieved through inter-jurisdictional integration; the first compares existing trips to improved inter-jurisdictional routes while the second compares existing trips to exclusively intra-jurisdictional routes. Through identification of 40 employment and 29 population activity centres in the region, and the acquiring of travel demand between them, the six case study OD pairs are selected. The three OD pairs investigated, with onerous transfers, are comprised of trips between Brampton-Mississauga, Hamilton-Burlington, and Brampton-Toronto. The remaining inter-jurisdictional case study OD pairs are made up of three different modes: conventional bus, express bus, and regional rail. They comprise trips between Toronto-York Region, Brampton-Mississauga, and Mississauga-Toronto respectively. This study finds that in all cases, the routes with greater integration reduce total travel time and the generalized cost to patrons. Additionally, the penalty due to transferring is reduced through integration implying a current barrier existing at some jurisdictional borders. For the agencies, the cost of delivering the suggested inter-jurisdictional service varies dramatically. The costs are translated into a quantity of additional patrons necessary to justify the operation investment while maintaining the current revenue/cost ratio. These findings provide insight into the current transit network. Promoting integration throughout the network will help attract new riders as the generalized cost of travel is reduced. Also, when inter-jurisdictional connections are made, such as in the case of the Brampton-Mississauga Zum service, the beneficiaries of that service are widespread and not limited to the corridor in which the service operates.

The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design. In terms of modelling, traditionally call centres have been modelled as single-node queueing systems. Based on the Semiopen Queueing Network (SOQN) model proposed by Srinivasan et al. [42], we propose and study SOQN models with balking and abandonment (both exponential and general patience time distributions). In addition, we study the corresponding single-node queueing systems and obtain new results. For each model, we study the queue length distribution, waiting time distribution and the related performance measures. To facilitate the computation, we express the performance measures in terms of special functions. In terms of call centre design, we develop a design algorithm to determine the minimal number of CSRs (S) and trunk lines (N) to satisfy a given set of service level constraints.<p> The explicit expressions for performance measures obtained allow for theoretical analysis of the performance measures. For example we prove monotonicity and convexity properties of performance measures for the M/M/S/N and M/M/S/N + M models. We also study the comparison of different patience time distributions for the M/M/S/N+G model.<p> We provide numerical examples for each model and discuss numerical results such as monotonicity properties of performance measures. In particular, we illustrate the efficacy of our design algorithm for various models including patient, balking and abandonment models. The impact of model parameters on the design of call centres is also discussed based on the numerical examples. The results are computed using Matlab, where special functions are available.

Texte remanié de: Thèse de doctorat--Histoire contemporaine--Poitiers, 2005. / Bibliogr. p. 349-352. Index.

Mémoire de Maîtrise--Musicologie--Paris-Sorbonne, 1975-76. / Bibliogr. p. [127-128].

Texte remanié de: Thèse de doctorat--Histoire contemporaine--Paris 1, 2004. / En appendice, choix de documents. Bibliogr. p. 363-374. Index.

Reproduction de : Thèse d'exercice : Médecine. Médecine générale : Nantes : 2009. / Bibliogr.

Thèse (Ed.D.)--Université de Moncton, 2007. / Comprend des réf. bibliogr.: f. [168]-176.

At previous conferences in the subject field of web-based teaching and learning a number of presenters emphasised the importance of training to users of WebCT, as well as the unsuccessful implementation of WebCT tools and applications due to insufficient training. To address this important and basic step of successful use of WebCT, third year Public Management students at the Tshwane University of Technology (TUT) received intensive training to make use of particular WebCT applications comfortably. The focus, pertaining to WebCT activities in the subject Public Human Resource Management, is primarily on on-line assignments and e-tivities, as well as the use of quizzes for self-assessment. The WebCT training subsequently focuses primarily on the use of the assignment and quiz tools in WebCT, additional to the use of general tools such as the bulletin board and calendar. The paper will outline and explore the various steps and applications, used to enhance WebCT training to these students. Special measures were implemented to accommodate a large group of students (200). Furthermore, the perceived usefulness and value of a Camtasia Studio training DVD, compared to face-to-face training in the Electronic Research Centres (ERCs), will be explored. This article aims to focus on the end results and success in terms of the experiences and perceptions of the students, as well as skills obtained by the provision of intensive training for the use of particular WebCTtools. It will determine by exploring a number of training strategies and approaches for "Creative training strategy can make a difference, this article uses interesting empirical data to illustrate the use of student training as a key success factor in the implementation of WebCt in teachning and learning environments.

The object of research: Vilnius and Kaunas Education centres for adults and its students attitude towards career. The question of research: What are the possibilities for such students to be promoted? The aim of research – to disclose the Adult Education Centres students’ attitude towards the career and its motivation impact. The objectives of research 4. to research adult education centre students’ understanding of the career. 5. to define students‘ learning motives and links with their career. 6. to find out the students’ need for support and its impact on learning. The hypothesis of research • Learning in the formal adult education system satisfies the inner needs connected to the personality development, self- esteem and communication. �� The learner satisfies the need of the professional career planning. Research object - the attitude of students that study at Vilnius and Kaunas Education Centres for Adults.