Nowadays, the hospital managers are facing increasing financial difficulties, because of the global budget policy from the national health institute. Patient-oriented services, good manner of the care providers, and the rapid response of the hospital to the medical environment are among the important factors for hospital survival. Therefore, many medical care providers had designed the clinical pathway for standardized medical treatment to control the medical costs, but they also allowed some extra-services for attracting and recruiting more patients. In this study, by way of participating management and job enrichment, we try to improve the quality and the patient satisfaction of the pelvic sonography provided by Obs/Gyn department. The study was proceeded in 2 ways. First, we designed a standardized obstetrical and gynecological sonography service pathway, which include a standard flow chart, customer encounter, and a checklist. Second, we measured the total service time duration, including those of pre-service consultation, actual sonography performing, and the post-service consultation. The measurements were performed before and after the application of the standardized sonography pathway. The measurement results were used to analyze and evaluate the validity and efficiency of the originally designed pathway. The study results demonstrate that after application of the sonography pathway, the total service time duration is reduced in Gyn sonography, but increased in Obs sonography. For Gyn sonography, the duration of pre-service consultation and post-service consultation were significantly reduced after application of standardized pathway. Further analysis revealed that thorough pre-service consultation not only made our patients more comfortable, but also reduced the post-service consultation time. However, the actual sonography performing time was increased, because of the adding of the standardized conversation. For obstetrical sonography, the duration of the actual sonography performing time was decreased, possibly due to the adding of standardized conversation, which answered most of the questions that the pregnant patients want to know about. In conclusion, by way of establishment and repeated reassessment/correction of the standardized sonography pathway, the quality of the sonography services can be greatly improved, and the patient¡¦s satisfaction can be even greater. The same experience can be applied to other fields. The quality of medical care can be more stable by the application of standardized clinical pathway. Besides, through the efforts of quality control, the medical cost can be limited, and the financial burden of the hospital and medical care providers can be reduced, making a double-win medical environment. Key Word: service pathways,total service, Obs/Gyn sonography

¡iABSTRACT¡j Three internal fixed network companies started operations one after another in July, 2001. Instantly, telecommunication market is running into a state of intense competition in our country. Besides comparing with each company's price and the quality of product, customers also take the services into consideration. It is thus important to attract customers by conducting the cost and the services for telecommunication companies. That means, it is important to find the differences between products and the services. Thus, to remain a good relationship with customers is indispensable for a successful business. ¡§Call Center¡¨ is the key of the service. According the research, the operational efficacy of the service department is growing quickly. The growing domain is not only increasing the limit but also increasing the content. Thus, the business managers must have different views about their agents. The agents are no more low human resources. A good agent will benefit a focal point of strategic market by training. Call center will be from a ¡uCost Center¡vto a ¡uProfit Center¡v. Besides transmitting to the customers the ideas of the company, the products, the services and the operating ideals, the agents are also the moment of key point between the company and the customers. It needs to go with officials and managers, if an agent wants the customers to feel satisfied. To create the best values and products, the other personnel must help the agents. This research is an exploration, take company A as an example, of the moment of quality of inbound operation that customers call for telecommunication's Call Center with internal customers¡¦ viewpoints and external customers¡¦ suggestions of quality. To do a deeper constructional exploration systematically what kind of serviceable quality does customers need, this research utilizes the technique of QFD (quality Function Deployment) and found: First, customers request the quality of voice (external metrics). The important items are to handle questions correctly, answering rate, and the ability to solve problems. Second, the important items of service quality (internal metrics) include average handling time, percentage of calls handle on the first calls, the capability of solution, percentage of abandonment, and the ability of specializing knowledge. Third, functions of supportive system that effect on the servicing quality (concerning metrics). There are eight important items about it. It Includes the investigation of customer satisfaction, thrust out promote activity, setting up the evaluation of servicing quality, productivity of agents, handling of current working situation, setting up the objective and the measuring standard of servicing quality, thinking highly of call center, and handling of the unexpectedly events. According the documents and the operating system of call center and to promote the service quality, it offers suggestions of the operating system and methods to improve the countermeasure of management. It proves the crucial point of importance of total service systems.

The content of customer-perceived value has in this study been explored with the aim of providing an understanding of the concept. The evolving service-centered logic for marketing puts an emphasis on value, especially the value perceived and determined by the customer. Concurrently, a development is recognized within the industrial business-to-business sector where goods and services are packaged into total service offerings – with an increasing prominence for services. This is the background of the study. The study itself was conducted in order to elucidate the concept of customer-perceived value in a context where total service offerings are provided within dyadic business-to-business relationships. The conceptual framework, guiding the empirical study, has its points of departure in the field of service research. A case study conducted in the commercial aircraft engine maintenance industry has provided a description – depicted in value maps – of context-specific attributes forming the dimensions of customer-perceived value. It is suggested that customer-perceived value is created at three levels; at a product level, at a partnership level, and at a psychological level. Furthermore, the value maps clarify the double nature of customer-perceived value, which is found to have both an origin side – how the service provider should act to deliver value – and a side illuminating the more or less monetarily quantifiable effects of value. The origin and effect of customer-perceived value are proposed to be explained by a model where the notion of “flow” is central. Flows of goods, information, risk, involvement, and money intersect the value features and provide the sources of value on the origin side of customer-perceived value. The effects can be traced to the flows of revenue benefits, cost benefits, interest effects, and costs to use. Concurrently, flows both build, and are filtrated by, “trust” during the process in which the customer’s perception of value comes into being. On the effect-side of value, the concepts stochasticity and substantiality are introduced in order to capture the uncertainties that make translations into monetary terms difficult. The outcome of the abductive reasoning in the final phase of the investigation is a conceptual model – proposed as the main contribution of the study – summarizing aspects of customer-perceived value. My definition of customer-perceived value, together with a list clarifying the many facets of the concept, concludes the study.

No / Cognitive Radio (CR) is an emerging technology used to significantly improve the efficiency of spectrum utilization. Although some spectrum bands in the primary user's licensed spectrum are intensively used, most of the spectrum bands remain underutilized. The introduction of open spectrum and dynamic spectrum access lets the secondary (unlicensed) users, supported by cognitive radios; opportunistically utilize the unused spectrum bands. However, if a primary user returns to a band occupied by a secondary user, the occupied spectrum band is vacated immediately by handing off the secondary user's call to another idle spectrum band. Multiple spectrum handoffs can severely degrade quality of service (QoS) for the interrupted users. To avoid multiple handoffs, when a licensed primary user appears at the engaged licensed band utilized by a secondary user, an effective spectrum handoff procedure should be initiated to maintain a required level of QoS for secondary users. In other words, it enables the channel clearing while searching for target vacant channel(s) for completing unfinished transmission. This paper proposes prioritized proactive spectrum handoff decision schemes to reduce the handoff delay and the total service time. The proposed schemes have been modeled using a preemptive resume priority (PRP) M/G/1 queue to give a high priority to interrupted users to resume their transmission ahead of any other uninterrupted secondary user. The performance of proposed handoff schemes has been evaluated and compared against the existing spectrum handoff schemes. Experimental results show that the schemes developed here outperform the existing schemes in terms of average handoff delay and total service time under various traffic arrival rates as well as service rates.

Introduction: Sports consumption is a unique human experience in which consumers invest both money and emotions where the game becomes the main focus of the event and constitutes what is known to be a sporting event. Sports organizations are required to track how their service quality is perceived during these events in order to understand the values of their spectators and to evaluate levels of satisfaction. As prior seasons in the SHL has shown an average decreasing number of attendances at the arenas, a possible issue may exist, suggesting that further understanding about how the service is perceived becomes useful.  Purpose: The purpose of this master thesis is to examine how sporadic spectators experience the service quality offered by HV71 at Kinnarps Arena. Moreover, five dimensions within service quality are implemented to distinguish the perceived service quality among sporadic spectators in various areas, and how it relates to the intention to attend more games. Based on that, two research questions and six hypotheses were formulated for this thesis. Method: To fulfill the purpose of the study, a quantitative method was conducted. The data was collected through a survey distributed by HV71 to spectators attending at Kinnarps Arena during the 2019/2020 SHL season. Due to the quantitative method, a deductive approach became useful as hypotheses with a modified framework were developed based on an existing theory. The theoretical anchoring includes prior research in the field of service quality and how it is associated with sporting events, which has been incorporated when analyzing the empirical findings.  Conclusion: The empirical findings in this study presents how the sporadic spectator perceives the service offered at Kinnarps Arena, whereas some differences between the dimensions exist. Moreover, the findings showed that each dimension are positively related with the perceived service quality, while identifying that there is not a strong relationship between the perceived service quality and intention to attend more games. Some findings suggested that other factors contribute to the intention to attend more, and not solely the perceived service quality.