In March 2020, the Sherrod Library at East Tennessee State University found itself in the same position as most academic libraries across the country: making a rapid shift from a face-to-face model of service to an online model. All classes moved online and all employees worked remotely. Join Sherrod instruction librarians as we discuss how we maneuvered through this shift and came out the other end with a more robust model of service and a new perspective. Participants will come away with tips for establishing an online service model from the ground up as well as tools for assessment and collaboration.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In the current market, small- and medium-sized companies (SMEs) face losses due to poor process control. The core activities of information technology (IT) outsourcing service companies are to provide outsourcing services related to technology and information control, which is why it is crucial to work with standardized, efficient processes, to not affect the main process and resources involved. In this document, a case study of an SME is evaluated, related to a deficient billing process, which is not able to fulfill all of its orders. To solve the problem, we propose an IT outsourcing service model, based on the management of processes, knowledge, and change. After the model was validated, it was evidenced that it allowed the integration and finalization of the services provided by the company, increasing the monthly income by 80%.

Background: Nearly 750,000 adolescents and emerging adults with special health care needs (AEA-SHCN) enter into adulthood annually. The linkages to ensure the seamless transfer of care from pediatric to adult care and transition to adulthood for AEA-SHCN have yet to be realized. Purpose: The purpose of this systematic review was to investigate the state of the science of health care transition (HCT) service models as described in quantitative investigations. Methods: A four-tier screening approach was used to obtain reviewed articles published from 2004 to 2013. A total of 17 articles were included in this review. Discussion: Transfer of care was the most prominent intervention feature. Overall, using the Effective Public Health Practice Project criteria, the studies were rated as weak. Limitations included lack of control groups, rigorous designs and methodology, and incomplete intervention descriptions. Conclusion: As the findings indicate, HCT is an emerging field of practice that is largely in the exploratory stage of model development.

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This study is on the service models for dynamic scheduling of multi-class make-to-stock systems. An exponential single-server facility processes different types of items one by one and demand arrivals for different item types occur according to independent Poisson processes. Inventories of the items are managed by base-stock policies and backordering is allowed. The objective is to minimize base-stock investments or average inventory holding costs subject to a constraint on the aggregate fill rate, which is a weighted average of the fill rates of the item types. The base-stock controlled policy that maximizes aggregate fill rate is numerically investigated, for both symmetric and asymmetric systems, and is shown to be optimal for minimizing base-stock investments under an aggregate fill rate constraint. Alternative policies are generated by heuristics in order to approximate the policy that maximizes aggregate fill rate and performances of these policies are compared to those of two well-known Longest Queue and First Come First Served policies. Also, optimal policy for the service model to minimize average inventory holding cost subject to an aggregate fill rate constraint is investigated without restricting the attention to only base-stock controlled dynamic scheduling policies. Based on the equivalence relations between this service model and the corresponding cost model, it is observed that the base-stock controlled policy that maximizes aggregate fill rate is almost the same as the solution to the service model and cost model under consideration, especially when backorder penalties are large in the cost model as compared to cost parameters for inventory holding or equivalently when the target fill rate is large in the service model.

Le bien-être des élèves en milieu scolaire est un enjeu qui suscite de plus en plus d’intérêt depuis quelques années. Les adolescents de première génération d’immigration identifiés comme EHDAA et scolarisés en classe d’adaptation scolaire fermée, eux, sont susceptibles de vivre des enjeux inhérents à leur statut particulier qui peuvent grandement affecter leur bien-être. Alors que 67,1% des élèves dans les écoles de Montréal sont issus de l'immigration (Réseau Réussite Montréal, 2019), les données quant à leur présence dans les classes d’adaptation scolaires, elles, sont difficilement accessibles, bien que des études antérieures aient dénoncé une surreprésentation de certaines communautés au sein des effectifs ÉHDAA de la province (McAndrew et al., 2011). Les difficultés liées à l’adolescence à et au contexte migratoire, conjuguées à un statut EHDAA sont des croisements peu étudiés au sein des écrits (Collins et Borri-Anadón, 2021), d’autant plus qu’aucune étude ne s’est attardée, à notre connaissance, à leurs impacts sur le bien-être de ces jeunes. Cette étude de cas multiple, réalisée auprès de trois adolescents issus de première génération d’immigration scolarisés en classe d’adaptation scolaire a pour but de documenter et de décrire les répercussions du processus de catégorisation, du modèle de service ainsi que de l’approche catégorielle sur le bien-être des élèves. Nos données témoignent d’un processus de catégorisation vécu d’une manière somme toute positive, alors que l’annonce de la catégorisation et du changement de modèle de service, elle est vécue comme un choc. Des sentiments d’exclusion, de discrimination, d’injustice et des enjeux d’estime de soi et de relations interpersonnelles ont également été relevés. / The well-being of adolescent students has become an increasingly important issue in recent years. First-generation immigrant adolescents identified as having disabilities or learning difficulties (EHDAA) and enrolled in closed special education classes are likely to experience challenges inherent to their particular status that can greatly affect their well-being. While 67.1% of students in Montreal schools come from immigrant backgrounds (Réseau Réussite Montréal, 2019), data regarding their presence in special education classes is difficult to access, although previous studies have highlighted an overrepresentation of certain communities within the EHDAA population in the province (McAndrew et al., 2011). The challenges associated with adolescence and the migratory context, combined with an EHDAA status, are intersections that have received limited attention in the literature (Collins and Borri-Anadón, 2021), particularly as no study, to our knowledge, has specifically examined their impact on the well-being of these young individuals. This multiple case study, conducted with three first-generation immigrant adolescents enrolled in special education classes, aims to document and describe the repercussions of the categorization process, the service model, and the categorical approach on students' well-being. Our data indicates that the categorization process was generally experienced in a positive manner, whereas the announcement of categorization and the change in the service model was perceived as a shock. Feelings of exclusion, discrimination, injustice, as well as self-esteem and interpersonal relationship issues were also identified.