Decisions about where and when to seek advice about illness are known to be complex and are often bound up with issues of risk, responsibility and legitimacy. They can be particularly difficult in situations where the meaning and severity of symptoms is unclear. In deciding whether or not to seek help, people must negotiate the tension between using health services in ways that are considered appropriate, while not taking risks with their health or that of the person they are caring for. This thesis explores how individuals account for a specific decision to call NHS 24 about symptoms in themselves or someone they were caring for and how that decision fits within their use of health services more generally. Building on what is already known about help-seeking behaviour, it seeks to understand how people interpret symptoms as needing or not needing attention and what is understood by appropriate help-seeking in the context of out-of-hours care. There have been significant changes to the way that out-of-hours health care is provided in Scotland. An increase in routes into care means that people must negotiate a complex health system when seeking help. At the same time, pressure on resources has created an imperative to ensure that health care is used in the most efficient way possible. NHS 24 is primarily an out-of hours triage service providing assessment and, where necessary, referral to other services. At its inception, NHS 24 was presented as being designed to simplify access to health care by acting as a ‘gateway’ to the NHS in Scotland. However, increasing demand has led to attempts to limit use of NHS 24, in the out-of-hours period, to situations where symptoms are considered to be too urgent to wait for a GP appointment. NHS 24 can now be understood as one of a number of different points of access to health care that people must choose between; this requires individuals to engage in a process of categorising their symptoms according to urgency as a way of ensuring that their call is considered appropriate. The thesis draws on data from 30 in-depth semi-structured interviews with people who had called NHS 24 in the out-of-hours period. The symptoms the participants had called about were generally, though not universally, what might be classed as minor symptoms. Most of the interviewees were given self-care advice rather than referral for a face-to-face consultation. The interviews focussed on a specific contact with NHS 24 but aimed to situate the call in the context of the interviewee’s understanding of NHS 24, as well as their illness behaviour and use of health services more generally. The analysis suggests that people’s understandings of NHS 24 are not straightforward and that this can cause some confusion and even anxiety for callers. Interviewees’ accounts emphasise uncertainty about the severity of symptoms, a sense of worry that symptoms may be indicative of a serious problem, and the inadequacy of their own knowledge in the face of potential risks. In talking about their reasons for calling NHS 24, they describe seeking, and obtaining, reassurance that they were ‘doing the right thing’. Although they generally construct themselves as healthy individuals, confident in their ability to self-care, and as responsible users of health services, people spoke frequently about their reliance on expert clinical knowledge in decision-making. The analysis suggests that when explored in the context of individual circumstances and the broader social context, calling NHS 24 about minor symptoms can be constructed as a rational and responsible act. While this thesis is primarily an exploration of the accounts of individuals who have called NHS 24, the accounts are situated within the broader social and structural context in which those individuals make their decisions about symptoms and help-seeking. A social constructionist perspective sees illness behaviour as shaped by the social structures and values of a society and by the health system operating in that society. Equally, the health system is shaped by individual actors, who define it by how they choose to use it and what they expect it to deliver. This thesis argues that understandings of risk and individual responsibility, as well as a policy emphasis on self-surveillance and self-care, shape the decisions made by individuals as well as the discourses available to them to account for those decisions. Drawing on theories of medicalisation and lay re-skilling, the thesis also aims to develop an understanding of the space that NHS 24 occupies in Kleinman’s (1980) model of the health system, and whether the service might best be conceptualised as ‘legitimation’ or ‘colonisation’ of the popular sector (Stevenson et al. 2003).

This study investigates the influence of unscheduled maintenance activities on delays and disruptions during the execution of aircraft heavy maintenance services by developing a simulation model based on Systems Dynamics (SD) and supported by an Evidential Reasoning (ER) rule model. The SD model studies the complex interrelationship between scheduled and unscheduled tasks and its impact on delays during a maintenance service execution. It was found that the uncertain nature of the unscheduled maintenance tasks hinders the planning, control and allocation of resources, increasing the chances to miss deadlines and incur in cost overruns. Utilising causal loop diagrams and SD simulation the research explored the relevance that the resource allocation management, the precise estimation of the unscheduled tasks and their prompt identification have on the maintenance check duration. The influence that delays and attitudes in the decision-making process have on project performance was also investigated. The ER rule model investigates the uncertainty present during the execution of a maintenance check by providing a belief distribution of the expected unscheduled maintenance tasks. Through a non-parametric discretisation process, it was found that the size and array of distribution intervals play a key role in the model estimation accuracy. Additionally, a sensitivity analysis allowed the examination of the significance that the weight, reliability and dependence of the different pieces of evidence have on model performance. By analysing and combining historical data, the ER rule model provides a more realistic and accurate prediction to analyse variability and ambiguity. This research extends SD capabilities by incorporating the ER rule for analysing system uncertainty. By using the belief distributions provided by the ER model, the SD model can simulate the variability of the process given certain pieces of evidence. This study contributes to the existing knowledge in aircraft maintenance management by analysing, from a different perspective, the impact of uncertain unscheduled maintenance activities on delays and disruptions through an integrated approach using SD and the ER rule. Despite the fact that this research focuses on studying a particular problem in the airline industry, the findings and conclusions obtained could be used to understand and address problems embodying similar characteristics. Therefore, it can be argued that, due to the close similarities between the heavy maintenance process and complex projects, these contributions can be extended to the Project Management field.

The future smart grid is envisioned as a large scale cyber-physical system encompassing advanced power, computing, communications and control technologies. This work provides comprehensive accounts of the application with optimization methods, probability theory, commitment and dispatching technologies for addressing open problems in three emerging areas that pertain to the smart grid: unit commitment, service restoration problems in microgrid systems, and charging services for the plug-in hybrid electric vehicle (PHEV) markets. The work on the short-term scheduling problem in renewable-powered islanded microgrids is to determine the least-cost unit commitment (UC) and the associated dispatch, while meeting electricity load, environmental and system operating requirements. A novel probability-based concept, {\em probability of self-sufficiency}, is introduced to indicate the probability that the microgrid is capable of meeting local demand in a self-sufficient manner. Furthermore, we make the first attempt in approaching the mixed-integer UC problem from a convex optimization perspective, which leads to an analytical closed-form characterization of the optimal commitment and dispatch solutions. The extended research of the renewable-powered microgrid in the connection mode is the second part of this work. In this situation, the role of microgrid is changed to be either an electricity provider selling energy to the main grid or a consumer purchasing energy from the main grid. This interaction with the main grid completes work on the scheduling schemes. Third, a microgrid should be connected with the main grid most of the time. However, when a blackout of the main grid occurs, how to guarantee reliability in a microgrid as much as possible becomes an immediate question, which motivates us to investigate the service restoration in a microgrid, driven islanded by an unscheduled breakdown from the main grid. The objective is to determine the maximum of the expected restorative loads by choosing the best arrangement of the power network configurations immediately from the beginning of the breakdown all the way to the end of the island mode. Lastly, the work investigating the pricing strategy in future PHEV markets considers a monopoly market with two typical service classes. The unique characteristics of battery charging result in a piecewise linear quality of service model. Resorting to the concept of subdifferential, some theoretical results, including the existence and uniqueness of the subscriber equilibrium as well as the convergence of the corresponding subscriber dynamics are established. In the course of developing revenue-maximizing pricing strategies for both service classes, a general tradeoff has been identi ed between monetization and customer acquisition. / Graduate

The East Vaal area of the South African Post Office is faced with a high rate of teller absenteeism, which has been observed to be as high as 15 per cent. This adds to the cost of providing quality service to the company’s customers. The objectives of this study are to determine the factors that lead to the high rate of absenteeism in the East Vaal area and to make recommendations to the area management that could improve the attendance behaviour of the tellers in the area. To achieve these objectives, 51 questionnaires were prepared and handed out to the tellers with absenteeism rates of more than three percent in the East Vaal area to be completed. Face-to-face interviews with both the tellers and their branch managers were conducted. Absenteeism records and Employee Assistance Programme reports were also studied to collect more data. The findings highlighted lack of rewards for employees who reported for work regularly; employee illness; no recognition for good work performance; tellers receiving insufficient remuneration for their work; poor working conditions; and poor management style as the main reasons for the tellers taking unscheduled leave of absence. Based on the key findings, the main recommendations were that appropriate mechanisms for acknowledging and rewarding good work performance and attendance behaviour should be in place; a sick-leave pool system accessible to tellers should be introduced; establishment of performance evaluation and rewards for tellers; and introducing management practices which lead to a more open expression of opinion and participatory problem-solving / Business Management / Thesis (M.Tech. (Business Management))

There has been a steady growth in the traffic generated by Mobile Network Operators (MNOs), and by 2020 it is expected to overload the existing licensed spectrum capacity and lead to the problem of scarce resources. One method to deal with this traffic overload is to access unlicensed and shared spectrum bands using an opportunistic approach. The use of Licensed Shared Access (LSA) is a novel approach for spectrum sharing between the incumbent user (i.e., the current owner of the shared spectrum) and the LSA licensee (i.e., the temporary user of frequencies, such as an MNO). The LSA system allows the incumbent users to temporarily provide the LSA licensee with access to its spectrum resources. However, licensees must adopt vertical handover and traffic steering procedures to vacate their customers from the LSA band without causing interference, whenever this is required by the incumbent. These procedures should be carried out, de facto, before the base station is turned off as a part of a rapid release of unscheduled LSA band facing evacuation scenarios. Thus, in this dissertation, a cognitive mechanism is proposed to make decisions in advance to find the best target network(s) for evacuated customers in connected mode and with active traffic per class of service. On the basis of these decisions, the vertical handover and traffic steering procedures are carried out for the best target network(s), which are selected in advance and undertaken immediately to avoid interference between the licensee and incumbent services. Furthermore, this guarantees the seamless connectivity and QoS of evacuated customers and their traffic respectively, during and after the unscheduled evacuation scenarios. A performance evaluation conducted in a simulating scenario consisting of one LTE-LSA and three Wi-Fi networks, demonstrated that the proposed solution could be completed within the time required for the unscheduled evacuation, as well as, being able to ensure the QoS and seamless connectivity of the evacuees. The total execution time obtained during the performance evaluation of the proposed solution was around 46% faster than of two related works and could thus avoid interference between the licensee and incumbent services.

The East Vaal area of the South African Post Office is faced with a high rate of teller absenteeism, which has been observed to be as high as 15 per cent. This adds to the cost of providing quality service to the company’s customers. The objectives of this study are to determine the factors that lead to the high rate of absenteeism in the East Vaal area and to make recommendations to the area management that could improve the attendance behaviour of the tellers in the area. To achieve these objectives, 51 questionnaires were prepared and handed out to the tellers with absenteeism rates of more than three percent in the East Vaal area to be completed. Face-to-face interviews with both the tellers and their branch managers were conducted. Absenteeism records and Employee Assistance Programme reports were also studied to collect more data. The findings highlighted lack of rewards for employees who reported for work regularly; employee illness; no recognition for good work performance; tellers receiving insufficient remuneration for their work; poor working conditions; and poor management style as the main reasons for the tellers taking unscheduled leave of absence. Based on the key findings, the main recommendations were that appropriate mechanisms for acknowledging and rewarding good work performance and attendance behaviour should be in place; a sick-leave pool system accessible to tellers should be introduced; establishment of performance evaluation and rewards for tellers; and introducing management practices which lead to a more open expression of opinion and participatory problem-solving / Business Management / Thesis (M.Tech. (Business Management))

There has been a steady growth in the traffic generated by Mobile Network Operators (MNOs), and by 2020 it is expected to overload the existing licensed spectrum capacity and lead to the problem of scarce resources. One method to deal with this traffic overload is to access unlicensed and shared spectrum bands using an opportunistic approach. The use of Licensed Shared Access (LSA) is a novel approach for spectrum sharing between the incumbent user (i.e., the current owner of the shared spectrum) and the LSA licensee (i.e., the temporary user of frequencies, such as an MNO). The LSA system allows the incumbent users to temporarily provide the LSA licensee with access to its spectrum resources. However, licensees must adopt vertical handover and traffic steering procedures to vacate their customers from the LSA band without causing interference, whenever this is required by the incumbent. These procedures should be carried out, de facto, before the base station is turned off as a part of a rapid release of unscheduled LSA band facing evacuation scenarios. Thus, in this dissertation, a cognitive mechanism is proposed to make decisions in advance to find the best target network(s) for evacuated customers in connected mode and with active traffic per class of service. On the basis of these decisions, the vertical handover and traffic steering procedures are carried out for the best target network(s), which are selected in advance and undertaken immediately to avoid interference between the licensee and incumbent services. Furthermore, this guarantees the seamless connectivity and QoS of evacuated customers and their traffic respectively, during and after the unscheduled evacuation scenarios. A performance evaluation conducted in a simulating scenario consisting of one LTE-LSA and three Wi-Fi networks, demonstrated that the proposed solution could be completed within the time required for the unscheduled evacuation, as well as, being able to ensure the QoS and seamless connectivity of the evacuees. The total execution time obtained during the performance evaluation of the proposed solution was around 46% faster than of two related works and could thus avoid interference between the licensee and incumbent services.

There has been a steady growth in the traffic generated by Mobile Network Operators (MNOs), and by 2020 it is expected to overload the existing licensed spectrum capacity and lead to the problem of scarce resources. One method to deal with this traffic overload is to access unlicensed and shared spectrum bands using an opportunistic approach. The use of Licensed Shared Access (LSA) is a novel approach for spectrum sharing between the incumbent user (i.e., the current owner of the shared spectrum) and the LSA licensee (i.e., the temporary user of frequencies, such as an MNO). The LSA system allows the incumbent users to temporarily provide the LSA licensee with access to its spectrum resources. However, licensees must adopt vertical handover and traffic steering procedures to vacate their customers from the LSA band without causing interference, whenever this is required by the incumbent. These procedures should be carried out, de facto, before the base station is turned off as a part of a rapid release of unscheduled LSA band facing evacuation scenarios. Thus, in this dissertation, a cognitive mechanism is proposed to make decisions in advance to find the best target network(s) for evacuated customers in connected mode and with active traffic per class of service. On the basis of these decisions, the vertical handover and traffic steering procedures are carried out for the best target network(s), which are selected in advance and undertaken immediately to avoid interference between the licensee and incumbent services. Furthermore, this guarantees the seamless connectivity and QoS of evacuated customers and their traffic respectively, during and after the unscheduled evacuation scenarios. A performance evaluation conducted in a simulating scenario consisting of one LTE-LSA and three Wi-Fi networks, demonstrated that the proposed solution could be completed within the time required for the unscheduled evacuation, as well as, being able to ensure the QoS and seamless connectivity of the evacuees. The total execution time obtained during the performance evaluation of the proposed solution was around 46% faster than of two related works and could thus avoid interference between the licensee and incumbent services.