<p>Hantering av IT-incidenter är ett växande problem då utvecklingen av datorsystem i företag växer fortare än vad själva organisationerna för att hantera dessa gör. I denna studie kommer IT-incidenter i Landstinget Gävleborg att undersökas. I denna miljö är det extra viktigt att IT-incidenterna behandlas på ett korrekt och effektivt sätt eftersom personers liv bokstavligt talat kan vara beroende av systemen. Trots detta finns inga övergripande rutiner för hur IT-incidenter skall hanteras. Genom gemensamma rutiner kan såväl data- som patientsäkerhet ökas. Genom intervjuer av ett antal nyckelpersoner och studier av de interna riktlinjerna hittades några faktorer som bidrar till att incidenthanteringen inte fungerar i alla faser av arbetet. En bidragande orsak kan vara att olika termer används för att beskriva oönskade händelser vilket gör att det råder oklarheter angående vad som skall rapporteras, även hur och till vem. En annan upptäckt är att uppföljningsarbetet i många fall saknas och i de fall det görs inte sker väldokumenterat och på ett strukturerat sätt. Att kategorisera incidenterna försvåras ytterligare eftersom medicinsk utrustning i många fall datoriserats och anslutits till datanätet.</p>

Thesis (Ph.D.)--University Of Hawai'i, 1985. / Includes bibliographical references.

Abstract Working with child and youth welfare is one of the most difficult challenges a social worker might face in the field of social work. Those who work with child and youth welfare are more exposed to stress and burnout than other comparable human service occupations. Research links the prevalence of stress and burnout to several key variables, such as demographics, working conditions and personality factors. In contrast, even though social workers in this field face many negative work-related problems they report a high job satisfaction. The aim of this study is to examine how uplifting and straining experiences affect social workers, who work with child and youth welfare, through the use of The Critical Incident Technique and interviews. There were many factors that contributed to the social workers experiences of stress, but many ultimately reported a high satisfaction and engagement towards their work. Success with clients and positive client feedback generated engagement, even to the extent that it gave the social workers a sense of affirmation to their career choice. This means that the social workers sense of engagement is closely tied to their clients. They provide a large and important source of engagement, albeit an unstable one. Since positive client results and client feedback cannot be guaranteed nor manipulated, it is not a stable or usable source of engagement. It is therefore imperative to not rely on clients for engagement, but instead search for other alternative that might generate engagement in social workers.

Syftet med denna studie är att studera samspelet mellan socialarbetaren och det sociala arbetet. Detta görs utifrån fem pensionerade socialarbetares egna berättelser från sitt yrkesliv. Kritiska händelser och situationer som socialarbetaren sett som betydelsefulla har stått i fokus, samt hur dessa händelser och situationer har påverkat yrkesidentiteten och synen på sig själv. Studien är kvalitativ med en induktiv ansats och utgår från en narrativ forskningsmetod med inslag av Critical Incident metoden. Studien vilar på en fenomenologisk tolkningstradition. Resultatet visar att socialarbetaren i olika utsträckning utvecklar strategier och förhållningssätt för att möta, hantera samt fungera i det sociala arbetet. Dessa strategier och förhållningssätt presenteras i studiens analysdel utifrån fyra idealtyper; Den Krigande, Trädgårdsmästaren, Den Distanserade samt Den Sörjande.

Avvikelserapportering är grundläggande för att identifiera risker som kan leda till vårdskador. Trots detta väljer många sjuksköterskor att inte anmäla avvikelser. Syftet med studien var att beskriva faktorer som påverkar sjuksköterskans beslut att avstå från att anmäla avvikelser. Studien genomfördes som en litteraturstudie där 13 vetenskapliga artiklar utgjorde underlaget för resultatet. I resultatet angavs tidsbrist som ett hinder för att anmäla avvikelser. Även bristande kunskap och erfarenhet kring avvikelserapportering och brist på uppföljning av inlämnade avvikelser utgjorde ett hinder. Många sjuksköterskor upplevde rädsla för negativa konsekvenser då de begått ett misstag. De kände även dåligt samvete inför att anmäla en kollega som gjort fel. Arbetskultur och organisatoriska faktorer inverkade även på beslutet att anmäla avvikelser. Att diskutera avvikelsrapportering redan under sjuksköterskeutbildningen hade kunnat minska känslorna av skuld och inkompetens genom att sjuksköterskestudenterna tidigt förstår syftet med att anmäla avvikelser. Fortsatt forskning kring svenska förhållanden är nödvändig för att belysa sjuksköterskornas hantering av avvikelser för att kunna utveckla strategier för att öka patientsäkerheten. / Incident reporting is essential to identify risks that can lead to health damage. Despite this many nurses fail to report incidents. The aim of this study was to describe factors influencing nurse’s decision not to report incidents. The study was conducted as literature review in which 13 scientific articles were the basis for the result. The result indicated that time constraint were an impediment to incident reporting. Lack of knowledge and experience about incident reporting and lack of feedback are also reported as barriers to reporting incidents. Many nurses experienced fear of reprisals admitting to mistakes. They also felt guilty about writing an incident report on mistakes committed by a colleague. Work culture and organizational factors also affect the decision to make an incident report. Discussing incident reporting during nursing school might reduce feelings of guilt and incompetence by nursing students understanding the purpose of making incident reports. Research on Swedish conditions are necessary to highlight nurses attitudes on incident reporting as a mean to enhance patient safety.

In the past, the discussions on the development of service innovation are based on the analyses of manufacturing technology innovation and introduce the concept of manufacturing innovation and the model of product innovation to explore the service innovation of service industry sectors. Also, the past discussions center on the externalities of the service providers, the peripheral factors and new services introduced or provided by the enterprises and fail to focus on the impact of the service innovation on the interaction between customer service representatives and customers. This study will explore the interaction between the service providers (customer service representatives) and service demand (customers) from a microscopic angle and also analyze what roles of service providers and service demand play in the process of service innovation development. The purpose of the study is to understand the interaction roles played by the service representatives and customers, and to analyze the development and the model of service innovation when the representatives provide service to customers. The study will also explore the process of service innovation cycle development and what the driving force is in the formation of service innovation cycle development. The research obtains the qualitative data by the analysis of case study and supplements it with Critical Incident Technique (CIT). With the half structured questionnaire, the interview was conducted with the internal staff of the service providers and customers on the spot. The study tries to find out the reason behind the Critical Incident which prompts the service providers to innovate its service and its content. By analyzing the case study and Critical Incident of the innovation, the study proposes the model of the service innovation cycle and illustrates that the formation of service innovation is enhanced by repetitive evolution of innovation. Through the process of repetition and updated innovation cycle, the service providers can seek the goal of Continuous Service Innovation and outstanding performance. The study also employs Analytic Hierarchy Process (AHP) to analyze the critical driving force of the service innovation during the service process and the meaning each represents.

China's Songhua River water pollution incident in question, by the world's attention, let the public know the problem of water pollution in China has severe course. Looking at the causes of water pollution in China may be economic development and the relationship between the two central terms. Brought about by rapid economic development of industrialization, urbanization and agricultural pollution makes water pollution from urban expansion in China to rural areas. In addition the central government and local governments in environmental protection and economic aspects had many differences that have made the central environmental protection policies are not correctly implemented at the local, for water pollution control is full of challenges. Therefore, this paper describes in detail the causes of China's water pollution problems and water resources are unevenly distributed in the central and local relations to be discussed by the conflicts, and then from the Songhua incident, China's environmental system, resulting in the evolution and development.

Police officers on-site service eccounters are the service quality for the moments of truth . For face to face contact with the process of understanding and control, affect the public perception of service quality.In this research,according to the perspectives of police officers service encounters,through the public and their experience of interactive codes, enhance the public satisfaction with the police officers. Study aimed to survey the public and police officers interactive codes of service eccounters in their role of symbol,and probe into the different levels between the public and police officers interactive codes of service eccounters, furthermore comprehend the relationship between public satisfaction and police officers interactive codes of service eccounters. The first stage of critical incident techique , 70 police personnel from the recovery of the questionnaire were satisfied with 66 events, with 60 not satisfied with the events.Through the analysis classified includeing interactive codes of service eccounters of the body language, self-disclosure and behavior characteristics.Then by the second phase of validation study, using convenience sampling, issued 250 questionnaires and collected 248 questionnaires, 236 valid samples. By descriptive statistics, independent test, ANOVA, regression analysis and verified by two-way ANOVA analysis to explore the relationship between public satisfaction and police officers interactive codes of service eccounters. Research results, in the critical incident techique cases show that police officers feel the people are the most satisfied with the police¡¦s treatment response.It is obviously that people confirm the police officers treatment response ability of endangered public security.Police officers feel the people are the most unsatisfied with the congnitive differences of exchange messages,and account for the overwhelming majority.Therefore, to protect the legal and ban the illegal, police officers will apply law and unlawful message across service encounters people. People distrust the police because of the congnitive differences .Therefore, the public awareness and law-abiding is the concept of the underlying factors differ. Police service and sincere response to contact with the body language of the higher performance, care had more positive interactions, people will have better contact with the police service satisfaction;Service access to expose the higher self-disclosure in confidence, more positive relationship with the public,the more people have better satisfaction;Service contact to the better qualities of convenience services, expertise being more substantial, the public will be better satisfied.But it is also show that the level of police officers interactive codes of service eccounters did not affect satisfaction interactive source for significant differences in the change.

The artificial neural network (ANN) approach has been recognized as a capable technique to model the highly complex and nonlinear problem of travel time prediction. In addition to the nonlinearity, a traffic system is also temporally and spatially dynamic. Addressing the temporal-spatial relationships of a traffic system in the context of neural networks, however, has not received much attention. Furthermore, many of the past studies have not fully explored the inclusion of incident information into the ANN model development, despite that incident might be a major source of prediction degradations. Additionally, directly deriving corridor travel times in a one-step manner raises some intractable problems, such as pairing input-target data, which have not yet been adequately discussed. In this study, the corridor travel time prediction problem has been divided into two stages with the first stage on prediction of the segment travel time and the second stage on corridor travel time aggregation methodologies of the predicted segmental results. To address the dynamic nature of traffic system that are often under the influence of incidents, time delay neural network (TDNN), state-space neural network (SSNN), and an extended state-space neural network (ExtSSNN) that incorporates incident inputs are evaluated for travel time prediction along with a traditional back propagation neural network (BP) and compared with baseline methods based on historical data. In the first stage, the empirical results show that the SSNN and ExtSSNN, which are both trained with Bayesian regulated Levenberg Marquardt algorithm, outperform other models. It is also concluded that the incident information is redundant to the travel time prediction problem with speed and volume data as inputs. In the second stage, the evaluations on the applications of the SSNN model to predict snapshot travel times and experienced travel times are made. The outcomes of these evaluations are satisfactory and the method is found to be practically significant in that it (1) explicitly reconstructs the temporalspatial traffic dynamics in the model, (2) is extendable to arbitrary O-D pairs without complete retraining of the model, and (3) can be used to predict both traveler experiences and system overall conditions.

This thesis focuses develops an automatic incident report system which provides Whois search function, incident report handlers can proceed to Whois search without any other tools and time-consuming training. The incident report system transforms the incident report e-mail into database. The TWCERT/CC staffs can immediately analyze incident report data, and attack tendency. This thesis brings following contributions: A. Reduce human and time resources Organization uses the incident report system developed by this thesis can save the workload of staffs and help staffs efficiently handle incident reports. B. Effective make use of incident report information This research transforms e-mail message into database, uses database is more effective to calculate variety of statistic values. C. Speed up reaction time Processing the incident reports requires heavy human workload. Using automatic incident report system timely cope with incident report, can make organization speed up reaction time.