The sale of vehicles in Peru has increased by more than 6% only between the years 2016-2017, with Peru being one of the seven countries with an increase in vehicle fleet between these years, and it is also the fourth country with the highest sales, only after Brazil, Argentina and Chile. However, the post-sale service by the companies that provide these services currently does not meet certain essential aspects to meet the demand, one of the most outstanding, the delivery time, largely due to bad practices and capacity problems. of the concessionaire, generating considerable losses. Thus, this study developed a methodology to optimize the production of preventive maintenance services in automotive dealers applying lean manufacturing tools in order to reduce waiting times, delivery of vehicles at the wrong time and defective services. The pilot proposal was validated in one of the largest concessionaires of preventive maintenance service. The methodology reduced the lead time in two hours. The queues were reduced before each process and the percentage of vehicles delivered untimely from 28% to only 8% was reduced. In addition, the culture of good practices was implemented.

According to the service orientation design paradigm there are business (BS) and electronic services (ES). BS encapsulate business concerns. ES encapsulate computing systems, information systems and software applications. In environments with a high number of BS and ES the decision on which ES provides the most suitable support for a certain BS is not a trivial task. The objective of the thesis is to provide models, methods, and techniques for preselection of ES for a given BS. Preselection is about reducing the large amount of ES to a significant smaller amount under the consideration of a particular BS.

Bibliography: pages 277-302. / The study is a historical analysis of the development of social welfare services in the Transkei from 1968- 1983. The background idea to this study is that over the 20-year period, casual observations reveal that much has been done by way of social work service delivery but very little has been done to scientifically document the developments. The need for scientific investigation and documentation was therefore indicated. The first task was the basic definition and exposition of social welfare and related concepts like social work social policy and social administration. Theories examined included those of some Western writers especially British and American. The understanding of social welfare in the Transkei has been outlined and compared with the current western and Third World approaches. Progressive stages in the development of social welfare services from private bodies to the establishment of a state department of Social Welfare and Pensions have been reviewed. The traditional humanitarian and religious influences in the development of social welfare in the Transkei have been examined and the resultant current trends briefly outlined. Various agencies including state departments, corporations, welfare organisations and other social institutions have been focused in this regard. The training of social workers both in the Transkei, the rest of the Southern African region and overseas as an influential factor in the development of social welfare in the Transkei has been examined. In the summary, a brief review of the study has been given. The need for more intensive study emerged. Major recommendations included the following: 1. Structural : with a view to having the Transkei government not only maintain the existence of the Department of Social Welfare, but to transfer all the relevant functions like counselling and rural development to the relevant department. 2. Academic which includes a review of the academic requirements for grassroots social work practice and university staffing in such a manner that the practitioners and trainers are neither above nor below the standard requirements as recommended in the study. 3. General which include consideration of a pension scheme for labourers and deferred pay for the benefit of families left in the country by migrant labourers.

Electronic service quality (ESQ) and customer orientation (CO) have become key tools to succeed in the competitive marketplace. Thus, the purpose of this research was to study how CO as perceived by the customers impacts their perception about the firm’s ESQ and to study the impact of this perceived ESQ on the outcomes at the customer level. There has been minimal research conducted on the components of ESQ in the fitness industry. Therefore, this research was focused on fitness firms wherein the participants for this study were the everyday gym goers. A quantitative survey was conducted in order to collect the data, and regression analysis was used to test the validity of the proposed model. The findings showed that there is a positive relationship between perceived CO and perceived ESQ, and a positive relationship between perceived ESQ and customer level outcomes such as customer satisfaction, customer trust and word-of-mouth.

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Service-learning is a hybrid curriculum that puts students in direct contact with the needs of a community around them. Taking an experiential approach to learning, service-learning provides an outlet for students to take their education from within the classroom and apply it to a real-world setting. When developed successfully, service-learning challenges students to use the knowledge and skills they gained as a tool in tackling real world civic and social issues. To be successful, these programs must have a component that requires students to actively participate in community partnerships. Effective service-learning acts as a bridge between university and community—giving students an opportunity to grow and develop in their civic positionalities, and offering communities external support and resources they can use to move themselves forward. This relationship sounds picturesque, but the practice is far from perfect. Research demonstrates that certain examples of service-learning curriculum ignore the community perspective or lack the opportunity for students to become actively involved. These issues often result in negligible impact, passive participation, and stunted civic development. To combat these deficiencies, then, universities should adhere to an accountability framework. One way to do this is by conducting comparative analyses of existing pedagogy. By conducting a critical comparative analysis of existing service-learning research and localized service-learning pedagogies/student experience, this thesis asks what happens when you put the student experience into conversation with the pedagogical research. What can this kind of dialogue reveal about the pedagogies that the research advocates for? How do these different pedagogies spark the potential for students and community partners to thrive in a service-learning environment? How do they limit them? Asking these questions will demonstrate how to maintain that service-learning practices, regardless of university differences, follow examples of effective service-learning that's established by existing literature.

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In this dissertation, we present a novel approach for the automatic composition of Web services on the envisioned Semantic Web. Automatic service composition requires dealing with three major research thrusts: semantic description of Web services, composability of participant services, and generation of composite service descriptions. This dissertation deals with the aforementioned research issues. We first propose an ontology-based framework for organizing and describing semantic Web services. We introduce the concept of community to cluster Web services based on their domain of interest. Each community is defined as an instance of an ontology called community ontology. We then propose a composability model to check whether semantic Web services can be combined together, hence avoiding unexpected failures at run time. The model defines formal safeguards for meaningful composition through the use of composability rules. We also introduce the notions of composability degree and tau-composability to cater for partial and total composability. Based on the composability model, we propose a set of algorithms that automatically generate detailed descriptions of composite services from high-level specifications of composition requests. We introduce a Quality of Composition (QoC) model to assess the quality of the generated composite services. The techniques presented in this dissertation are implemented in WebDG, a prototype for accessing e-government Web services. Finally, we conduct an extensive performance study (analytical and experimental) of the proposed composition algorithms. / Ph. D.

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