Service Provision Development Research Articles

Application of Service Modular Design Based on a Fuzzy Design Structure Matrix: A Case Study from the Mining Industry

The development of customized service is an important way to transform and upgrade China’s mining industry. However, in practice, there remain problems, such as the slow market response speed of service providers and the contradiction between the large-scale development of service providers and the personalized service needs of service demanders. This paper uses the theory and method of service modular design to solve these problems and explores the process-based service modular design method. Service modular design depends largely on the determination of the relationship between service activities and the reasonable division of modules. However, previous research has rarely made use of modular design methods and modeling tools in the mining service context. At the same time, evaluations of the relationship between service activities relying on knowledge and those relying on experience have been inconclusive. Therefore, this paper proposes a service modularization design method based on the fuzzy relation analysis of a design structure matrix (DSM) that solves the optimal module partition scheme. Triangular fuzzy number and fuzzy evidence theory are used to evaluate and fuse the multidimensional and heterogeneous relationship between service activities, and the quantitative processing of the comprehensive relationship between service activities is carried out. On this basis, the service module structure is divided, followed by the construction of the mathematical programming model with the maximum sum of the average cohesion degree in the module and the average coupling degree between modules as the driving goal. The genetic algorithm is used to solve the problem, and the optimal module division result is obtained. Finally, taking the service modular design of SHD coal production enterprises in China as an example, the feasibility of the proposed method is verified.

The service strategy of customer-intensive services under advertising effects

PurposeCustomer-intensive services refer to the service that a provider needs to invest in customers with high patience and experience. Within a certain rate range, the slower service rate and the longer service time, the higher customer’s utility; however, this may cause queue congestion. And the advertising of service provider will affect the revenue. The purpose of this paper is to investigate the effects of advertising on the optimal price, service rate and the optimal revenue of such service provider at different development stages.Design/methodology/approachThis paper investigates the service strategies of service provider based on advertising effects. The authors first divide service provider into insufficient customers or sufficient customers according to the development stage, then analyze the impact of advertising at different stages. The authors focus on the formulation of the optimal price, service rate and the optimal revenue of service provider at different stages.FindingsThis paper finds that in the insufficient customers stage, the service provider’s strategy of “small profits but quick turnover” is conducive to quickly accumulating customers. With the development of service provider, the advertising indirectly increases the revenue of service provider by maintaining popularity. The result also shows that with the development of service provider, the initiative of such service market has gradually been mastered by service provider, from “buyer market” to “seller market.”Originality/valueThe finding provides an alternative explanation for the impact of advertising on service provider’s optimal strategies; it also solves the settings of service price and rate of customer-intensive service provider at different development stages. This study is essential to create the optimal revenue and solve supply–demand conflicts (such as doctor–patient conflict) between service provider and customers.

School-readiness Among the Underprivileged: The Neglected Dimension

In the Indian context, the problem of the high proportion of out-of-school underprivileged children as well as the learning deficits in many such children in primary schools have raised concerns. Preparing these children for their journey through schooling has therefore been under the spotlight. The national Early Childhood Care and Education (ECCE) policy recognises pre-school education (PSE) of these children as one priority area. Given that the increased privatisation of pre-schooling marginalises a large section of underprivileged children in rural India, the role of public pre-schools always remains significant. Although many pre-primaries in government and aided schools contribute to the PSE of these children, the public pre-school system at community level in the form of anganwadi centres (AWCs) under the national Integrated Child Development Services (ICDS) programme remains the most viable and cost-effective opportunity for a high proportion of these children. This article examines the state of the PSE at AWCs through the lens of coverage, mechanisms of service delivery, quality of learning opportunities and inclusiveness. The paper draws evidence largely from a sample survey covering 4,800 households and over 200 AWCs spread across 192 villages in three sample states, besides other macro-level data and relevant literature on PSE. The findings show that the implementation of PSE through AWCs does not comply with many ECCE norms. There is a lack of targeted PSE interventions for learning opportunities and developing socio-emotional skills. Among other factors, functioning of AWCs for less than the stipulated duration in a day, inadequate earnestness among AWC workers and unequal opportunities even in scarce PSE services adversely affect the PSE of underprivileged children. The article calls for increasing the efficiency of this largest public pre-school system through professional development of service providers and setting up monitoring mechanisms to ensure school-readiness of underprivileged children.

Identification of Needs of Older Adults With Intellectual Disabilities

AbstractInformation regarding individual needs of older adults with intellectual disabilities (IDs) is scarce although it is very important both from a person‐centered planning perspective and from a proactive service system perspective. This study has three main aims: (1) to identify and describe staff perceptions of the needs of a large group of adults aged 45 or over with IDs; (2) to analyze the perceived needs as function of age, gender, and level of disability; (3) to present information about the development and the psychometric properties of the assessment instrument used. The participants were 232 Portuguese older adults with IDs (mean age = 52), predominantly male (n = 129). There were 66 staff members who assessed the needs of the IDs participants through the Inventory of Identification of Needs (IIN). The IIN demonstrated satisfactory psychometric properties (e.g., internal consistency, interrater reliability, construct validity). The unmet needs were numerous and diverse, but those that were perceived as more prevalent were: literacy, handling of money, information on rights, self‐care, information on services, communication, occupation at holidays, occupation at weekends, general physical health, cognitive rehabilitation, and daytime activities. The needs were influenced by the disability level: regarding Literacy/Information and Occupation/Community, needs were significantly more common in persons with a moderate and/or severe disability. The influence of age was registered only in Mental Health. The needs identified should guide the planning and development of service provision. These should offer literacy learning experiences, information about the rights of persons with disabilities, information about the services available, self‐care assistance or training in self‐care skills; and meaningful activities during regular time periods, weekends and holidays.

Services for refugees subject to sexual and gender-based violence in Turkey and Sweden

Abstract Background Sexual and gender-based violence affects an unknown proportion of Syrians seeking refuge from the ongoing conflict. Exile implies a vulnerability to gendered harms with consequent health effects over the short- and long-term. Services for refugees tend to presume physical gendered harms accruing to women prior to exile, with little attention paid to the effects on refugees’ settlement in the new society. Methods Interviews with health and social care providers of services to refugees in Sweden (n = 20) and Turkey (n = 20), including international organisations, non-government agencies, municipal and other statutory agents. Results Definitions of sexual and gender-based violence that inform service delivery vary greatly between health and social care service providers, with these definitions proving critical for how services are configured and provided. Service providers may consider longer-term health problems arising from refugees’ experience of sexual and gender-based violence, but refugees’ prospects of integration are rarely explicitly addressed. Refugees’ own views on their health and social care needs do not inform the design or development of service provision. Conclusions The experience of sexual and gender-based violence by refugees from Syria is widely recognised among health and social care providers in Turkey and Sweden. However, the experience of such violence is rarely addressed as a public health problem, that is, as a social determinant of ill health and, furthermore, an impediment to successful integration. The long-term, ill effects of sexual and gender-based violence, as seen over the lifecourse, are over-looked when considering refugees. Key messages Services for refugees who have been subject to sexual and gender-based violence vary in terms of how that violence is understood and which of its outcomes are addressed. Sexual and gender-based violence when experienced by refugees is rarely seen as a public health problem.

Exploring trends and challenges from mandated treatment to voluntary treatment outcomes in addiction treatment in Malaysia: moving toward a person-centered service provision

ABSTRACTBackground: Malaysia has a history of taking a zero tolerance and persecutory mandated treatment approach to substance use, but a progressive harm reduction policy due to HIV risk has introduced more person-centered understanding of substance use and the need for treatment engagement. Method: This discussion paper presents recent and current substance misuse service developments in Malaysia. It discusses the need for continued development of services toward person-centered and recovery focused approaches while reducing the continuing threat of HIV. Results: Treatment approaches in the C&Cs reveal effectiveness of treatment with reduced relapse rates and treatment satisfaction. Though the treatment approach and policy developments in Malaysia mirrors the Western development of addiction policy, it needs to be able to meet specific psychosociospiritual needs of the Malaysian population. Conclusion: A case is made here for the continuing development of service provision that takes a holistic approach, and a policy stance that enables a recovery-oriented philosophy to develop in Malaysia.

A service industry perspective on software defined radio access networks

Despite the rapid growth of service science, relatively little attention has been paid to the service architecture requirements in software defined radio access networks (SDRAN). In this concept paper, we propose to repurpose cloud computing network services to address issues specific to SDRAN. In particular, a multi-level backhaul slicing approach derived from cloud computing networks is discussed as a way to mitigate interference limited networks with a frequency reuse factor of one. Experimental demonstration of the control plane implementation in a virtual cloud network is presented, and implications on service provider development and training are also discussed.

A service industry perspective on software defined radio access networks

Despite the rapid growth of service science, relatively little attention has been paid to the service architecture requirements in software defined radio access networks (SDRAN). In this concept paper, we propose to repurpose cloud computing network services to address issues specific to SDRAN. In particular, a multi-level backhaul slicing approach derived from cloud computing networks is discussed as a way to mitigate interference limited networks with a frequency reuse factor of one. Experimental demonstration of the control plane implementation in a virtual cloud network is presented, and implications on service provider development and training are also discussed.

The development of service provider’s BPO-IT framework

PurposeThe decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services.Design/methodology/approachThe multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively.FindingsThe adoption of the developed framework indicates that it could reduce failures in BPO relationships through reduced turnaround time in processing client services, improved quality of service, reduced cost, improved client and provider’s competitiveness, and confidentiality of client operations. Outsourcing clients could lay the foundation for a successful relationship by adopting a selection process that could choose the right provider.Originality/valueThe paper reveals BPO-IT organisation’s operation towards in-house provision of software required to process client services. A research exploring BPO service providers from a top outsourcing destination like India could provide offshore outsourcing clients the information to move towards onshore outsourcing.

Supporting young fathers: the promise, potential and perils of statutory service provision

This article provides a case study of the challenges faced by one local authority in supporting young fathers, in a context of changing models of service provision, resource constraints and professional training needs. Developments in service provision are tracked over a decade, starting with a mentoring service set up under New Labour’s 10-year Teenage Pregnancy Strategy, and considering how this has been refashioned under new models of service provision. The article was developed in close consultation with local authority service providers and draws on both professional accounts and the perspectives of young fathers as clients of the service. Overall, the article contributes to debates around the relative strengths of mainstream and specialist support for young fathers, and suggests the value of specialist support within mainstream provision.

Northern Australia oil and gas: a new engine for Australia's prosperity?

The region of Australia comprising the area of the NT and northwest Queensland has significant conventional and shale resources that can see it emerge as the next major global oil and gas hub. According to the International Energy Agency (IEA), in the Asia-Pacific region, the natural gas production-consumption shortfall is expected to grow from 99.8 million tonnes per annum (mtpa) in 2012 to 251.7 mtpa in 2025 (IEA, 2014). Australia is well-positioned to cater to this growing demand, and is set to become the world’s largest LNG exporter by 2020. The northern Australia region can help to meet this growing global demand and also serve domestic east coast demand. Development of these resources would significantly accelerate the regional and national economy, but success will depend on doing it at a cost that is competitive with new sources of hydrocarbons from around the world. This extended abstract outlines the natural advantages and challenges being faced by operators seeking to develop this region of northern Australia. Drawing on insights from global experiences, it identifies the key success factors and challenges faced in different regions during their development and commercialisation. It provides guidance and recommendations for maximising the development potential in northern Australia including: new ways of working; industry collaboration including sharing of infrastructure and data; service provider development; commercial partnerships; better access to capital; and, government support in tenure reform, incentives, tax benefits, capability development and investments in infrastructure.

Quality Business Service Provider in Community Enterprise

Problem statement: The development of community enterprises focuses on the development of service providers for commercial industries and community enterprises and it is necessary to create and extend the development according to the changing global conditions. The department of industrial promotion and industry promotion center region 5, Khon Kaen must create and develop the quality of service providers in community enterprises as an exclusive course to find a model and development guideline in effective operations that is efficient and appropriate according to the particular community. Approach: The objectives of this research were: (1) to recruit and select at least 15 individuals to participate in the training of service providers in community enterprise in Kalasin province. (2) To define the structure, content, create a curriculum and development of service providers in community enterprise. (3) To develop the participants basic skills training, create motivation, learning experience through on the job training and business management and capability in the diagnosing the cause of problems. (4) To develop the participants understanding of community product standards and provide advice and consultation on the preparation and application of manufacturing standard certification of community products, community enterprise management and provide advice in the implementation of management standards of community enterprises. (5) Satisfaction of the participants training in service providers in community enterprise. Results: 29 people applied for the training program and 26 passed evaluation which was higher than the target of 15 individuals. The theoretical training courses prior to the training had an overall average of 5.06 and after the training had an average of 15.80, the average progress was 10.74. The exercise training through on the job training was regarded as a vocational skill and hand an average of 5.27 before the training. After the training the average was at 16.20, the average progress was 11.13. The evaluation of the performance of the participants of service providers in community enterprise by comparing the average post- training score was higher than before the training, statistically significant level of 0.05. The course on vocational training for service providers in community enterprise by comparing the average post- training score was also higher than before the training, statistically significant level of 0.05. The participants were satisfied with the training of service providers in community enterprise as a whole at the highest level with an average of 4.86 and a standard deviation of 0.32. The participants were satisfied with the overall professional training skills at the highest level with an average of 4.84 and a standard deviation of 0.42. Conclusion: The developed model and training results are successful in creating quality service providers in community enterprise and on the job training exercise is highly successful in providing knowledge and experience to the trainees. The performance of service providers in community enterprise by comparing the average post- training and prior to training had a score higher than before training, statistically significant level at 0.01. The trainees are satisfied at a high level. The impact of the research led to a sustainable network of community enterprises in Kalasin province, structure, continuous working mechanism and location for the operation of a central network.

Two decades of serving children with autism in the People’s Republic of China: achievements and challenges of a state‐run mental health center

This article presents the results of research conducted at the first place where autism was diagnosed in China, the Nanjing Child Mental Health Research Center. The purpose was to examine the development of service provision for children with autism in this state‐run medical institution. Specifically, the specific intervention model for autism, factors influencing the development of this model and how structural and organizational features of the institution impact on the implementation of that model are examined. Results indicate: (1) the importance of family involvement in intervention due to limited services in China; (2) the challenges of providing educational services at a medical institution during the reform period. The implications of these services in contemporary China are significant to consider as an important way to address the rights of individuals with disabilities to have equal opportunities in society, beginning with early education.

Competitive priorities for service providers: perspectives from Thailand

PurposeThis paper aims to examine and describe competitive priorities for service providers in Thailand. This research responds to the need expressed by the Federation of Thai Industries (FTI) for understanding these priorities. This study is part of a planning session on future enhancement of its members' competitiveness.Design/methodology/approachThe survey, developed by Takala, was modified to gather feedback and opinions from top executives of ten service providers. These companies mainly provided technical services to customers. This survey consisted of six criteria or competitive priorities with a total of 31 dimensions. The analysis and computations were on both relative and global weights of the responses, derived from the analytical hierarchy process.FindingsQuality represented the most important competitive priority. Quality was given the highest weight of 36.4 percent, while service provision, customer‐focus, and know‐how were at 20.4, 12.9 and 12.5 percent, respectively. The remaining weights were 9.8 percent for costs, and 8.0 percent for flexibility.Practical implicationsThe awareness on competitive priorities was beneficial to the future organizational development of service providers in Thailand. These findings also helped reassure the FTI's current efforts on promoting quality among its members.Originality/valueThe knowledge on competitive priorities potentially helps companies formulate future strategies and action plans. It serves as feedback and a milestone for the FTI's effectiveness on promoting quality among the members in its service‐related clusters.

Indigenous Understanding of Hospice and Palliative Care

The following article presents findings from a study conducted in the Northern Territory of Australia that explores Indigenous peoples' understanding of the Western notion of palliative care and hospice. The findings provide practical insights into the problems occurring at the interface of Western palliative care and traditional Indigenous care of the dying. In so doing, the findings can inform the development of service provision for all involved in end-of-life care for Aboriginal people. If palliative care is to be introduced to Aboriginal people, it is imperative that it be done in a culturally appropriate way.

The process of developing audiovisual patient information: challenges and opportunities

The aim of this project was to produce audiovisual patient information, which was user friendly and fit for purpose. The purpose of the audiovisual patient information is to inform patients about randomized controlled trials, as a supplement to their trial-specific written information sheet. Audiovisual patient information is known to be an effective way of informing patients about treatment. User involvement is also recognized as being important in the development of service provision. The aim of this paper is (i) to describe and discuss the process of developing the audiovisual patient information and (ii) to highlight the challenges and opportunities, thereby identifying implications for practice. A future study will test the effectiveness of the audiovisual patient information in the cancer clinical trial setting. An advisory group was set up to oversee the project and provide guidance in relation to information content, level and delivery. An expert panel of two patients provided additional guidance and a dedicated operational team dealt with the logistics of the project including: ethics; finance; scriptwriting; filming; editing and intellectual property rights. Challenges included the limitations of filming in a busy clinical environment, restricted technical and financial resources, ethical needs and issues around copyright. There were, however, substantial opportunities that included utilizing creative skills, meaningfully involving patients, teamworking and mutual appreciation of clinical, multidisciplinary and technical expertise. Developing audiovisual patient information is an important area for nurses to be involved with. However, this must be performed within the context of the multiprofessional team. Teamworking, including patient involvement, is crucial as a wide variety of expertise is required. Many aspects of the process are transferable and will provide information and guidance for nurses, regardless of specialty, considering developing this format of patient information.

Development and organization of child and adolescent mental health services

Against the backdrop of involving children and families in their own care and the clear need to protect their interest, this article will consider care within child and adolescent mental health services (CAMHS). Following a brief overview of the incidence and prevalence of mental health problems, the development and organization of CAMHS will be explored, giving consideration to some of the literature that discusses the effectiveness of services. A review of the literature revealed that, while there is some evidence of how children feel about the services they receive, there is not currently a significant amount of literature available. Nevertheless, these views are of value in relation to the development of service provision.

Development of psychotherapeutic training in learning disability

There has been an increasing awareness of the usefulness of psychotherapy as a treatment modality for people with learning disabilities and mental health problems over recent years. However, the difficulties involved in providing appropriate training and supervision in this field has resulted in a patchy and erratic development of service provision nationally (Royal College of Psychiatrists, 2004). A review by Hollins and Sinason (2000) of all the available published evidence found that nationally there was inadequate availability of psychological treatments for people with learning disabilities, that there had been few outcome studies published and most of the literature consisted of single case studies. They recommended that ongoing clinical audit, using standard outcome measures, should be part of learning disability psychotherapy service protocols, and that psychotherapy training and supervision should be made available to health and social care practitioners in the learning disability field.

Local Authority and Voluntary Adoption Agencies' Arrangements for Supporting Adoptive Families: A Survey of UK Practice

This paper presents the main messages from a survey of adoption support services in local authority and voluntary adoption agencies throughout the UK. The survey examined developments in service provision and delivery resulting from the Government's drive to increase the use of adoption as an option to secure permanence for looked after children. Alan Rushton reports that substantial changes are taking place in many agencies, but that there is further to go to achieve equitable and timely access to specialist services when they are needed.

An assessment of the security, dependency and treatment needs of all patients in secure services in a UK health region

Previous studies have revealed discrepancies between patients' security needs and security provision. The aim of the current study was to establish the needs of a UK health region's patients in secure care in four domains: security, dependency, 'political' and treatment. Their psychiatrists were asked to complete on each patient a questionnaire designed for the study. The results showed that 261 patients (79%) were placed at a level of security inappropriate to their needs. Factors associated with inappropriate placement are discussed and possible developments in service provision are outlined.