Quality of Experience Engineering for Customer Added Value Services. From Evaluation to Monitoring

Based on a convergence of network technologies, the Next Generation Network (NGN) is being deployed to carry high quality video and voice data. In fact, the convergence of network technologies has been driven by the converging needs of end-users. The perceived end-to-end quality is one of the main goals required by users that must be guaranteed by the network operators and the Internet Service Providers, through manufacturer equipment. This is referred to as the notion of Quality of Experience (QoE) and is becoming commonly used to represent user perception. The QoE is not a technical metric, but rather a concept consisting of all elements of a user's perception of the network services. The authors of this book focus on the idea of how to integrate the QoE into a control-command chain in order to construct an adaptive network system. More precisely, in the context of Content-Oriented Networks used to redesign the current Internet architecture to accommodate content-oriented applications and services, they aim to describe an end-to-end QoE model applied to a Content Distribution Network architecture. About the Authors Abdelhamid Mellouk is Full Professor at University of Paris-Est C-VdM (UPEC), Networks & Telecommunications (N&T) Department and LiSSi Laboratory, France. Head of several executive national and international positions, he was the founder of the Network Control Research activity at UPEC with extensive international academic and industrial collaborations. His general area of research is in adaptive real-time control for high-speed new generation dynamic wired/wireless networks in order to maintain acceptable Quality of Service/Experience for added-value services. He is an active member of the IEEE Communications Society and has held several offices including leadership positions in IEEE Communications Society Technical Committees. Said Hoceini is Associate Professor at University of Paris-Est C-VdM (UPEC), Networks & Telecommunications (N&T) Department and LiSSi Laboratory, France. His research focuses on routing algorithms, quality of service, quality of experience, and wireless sensor networks, as well as bio-inspired artificial intelligence approaches. His work has been published in several international conferences and journals and he serves on several TPCs. Hai Anh Tran is Associate Professor at the Hanoi University of Science and Technology (HUST), Vietnam. His research focuses on QoE aspects, QoS adaptive control/command mechanisms, wired routing, as well as bio-inspired artificial intelligence approaches.

In this new book from the author of e-Learning on a Shoestring and Better than Bullet Points, Jane Bozarth has gathered a wealth of tools from leading training practitioners. Anyone—from the interested manager to the experienced training professional—can depend on this book when designing or delivering training. This single book contains all the valuable tools of the trade: worksheets for assessing training needs and writing goals and objectives; checklists for organizing the venue; and tools for analysis and structuring content. This remarkable resource also includes instant evaluation and measurement surveys, which can be customized freely from the companion website. In addition, Bozarth includes a wealth of invaluable advice for trainers at all levels on how to make effective use of props, staying energized, marketing training programs, and other things they don't tell you in train-the-trainer courses.

The notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation.

A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.

During the last thirty years, a wide range of product companies throughout the Western economies have considered moving into or setting up service businesses. Some have rejected the idea after careful consideration, some have wandered into competitive services without any real idea of what is involved and others have deliberately executed a carefully considered strategic manoeuvre. Included in this debate are some of the most famous business names in the western world: Unisys, Ericsson, Michelin, Nokia and HP. For IBM it was Lou Gerstener’s ‘big bet’; at GE it was one of former CEO Jack Welch’s ‘four major strategies’ and, at General Motors, the financial services arm was its most profitable business for many years. Yet very little has been published on this profound transition. As a result, myths and idiocies abound. Some routinely claim that the ‘evolution from products through services to solutions’ is inevitable. Others think that manufacturing is being outsourced to China and India while American or European teenagers face a career in hamburger stalls. The truth is much more fascinating. To succeed in a service business, most functions of a product company need to change. Operations, management, recruitment, finance, sales, new product development and marketing must all be adjusted. So the move into service therefore involves huge risk caused by disruptive and radical change. What has pushed realistic business people in such widely different industrial sectors to take so large a risk? Does their experience contain lessons or warnings for others? Is the trend likely to continue and affect other parts of the world as their economies develop? Will India, China or other developing economies need to learn how to export service once their manufacturing industries mature? Written by a successful businessman who has been at the heart of these changes in several companies and, with case studies from companies like IBM, Unilever, BT, Michelin, Ericsson and Nokia, this book explores the experience of those who have made the transition; and some who have resisted it. It covers in depth subjects such as: strategic focus, change management, service operations, branding a service business, service sales and service marketing. It is the first major work on this subject. “This book is a ‘must read’ for those considering the plunge into service growth and innovation. Even those companies that have already taken the plunge will gain fresh perspective” Jim Spohrer, Director, IBM Almaden Research Centre, USA “Laurie Young details in very practical ways the reasons and methodologies for change … I would recommend this book to every one of my customers.” Douglas Morse, Managing Principal for the Services Transformation and Innovation Group LLC “I am thrilled with the publication of this much needed book. In my work with businesses around the globe, I find that grappling with the challenge of transforming a company from products to services is a compelling priority for increasing numbers of firms.” Stephen W. Brown, PhD, Carson Chair, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University

This book discusses the current status of QoE research; reporting latest advances from various standardisation bodies (ITU, ETSI, IEEE, IETF) Multimedia Quality of Experience (QoE): Current Status and Future Requirements discusses the current status of QoE (Quality of Experience) research, providing guidelines on QoE assessment and management practice. Moreover, the book covers many different aspects of QoE research, including definition, standardization (ITU, ETSI, IEEE, IETF, etc.), measurement, management, and architectures. In addition, the authors bring together contributions from recognized experts (worldwide) in the area of subjective and objective QoE video assessment. Topics/chapters include: (1) QoE Definition and its relation/mapping to QoS; QoE Standardization activities; QoE Metrics for various media applications; QoE Subjective and Objective Evaluation Methodologies; QoE Control, Monitoring and Management strategies; End-to-End QoE Architectures in heterogeneous environments. Discusses the current status of QoE research; reporting latest advances from various standardisation bodies (e.g. ITU, ETSI, IEEE, IETF) Provides guidelines on QoE assessment and management practice Explores methods, means and architectures of QoE Addresses multiple technologies and requires input from multiple disciplines such as engineering, sociology and psychology Brings together contributions from recognized experts (worldwide) in the area of subjective and objective QoE video assessment Considers future requirements of QoE

A critical review of key developments and latest advances in Structural Health Monitoring technologies applied to civil engineering structures, covering all aspects required for practical application Structural Health Monitoring (SHM) provides the facilities for in-service monitoring of structural performance and damage assessment, and is a key element of condition based maintenance and damage prognosis. This comprehensive book brings readers up to date on the most important changes and advancements in the structural health monitoring technologies applied to civil engineering structures. It covers all aspects required for such monitoring in the field, including sensors and networks, data acquisition and processing, damage detection techniques and damage prognostics techniques. The book also includes a number of case studies showing how the techniques can be applied in the development of sustainable and resilient civil infrastructure systems. Structural Health Monitoring of Large Civil Engineering Structures offers in-depth chapter coverage of: Sensors and Sensing Technology for Structural Monitoring; Data Acquisition, Transmission, and Management; Structural Damage Identification Techniques; Modal Analysis of Civil Engineering Structures; Finite Element Model Updating; Vibration Based Damage Identification Methods; Model Based Damage Assessment Methods; Monitoring Based Reliability Analysis and Damage Prognosis; and Applications of SHM Strategies to Large Civil Structures. Presents state-of-the-art SHM technologies allowing asset managers to evaluate structural performance and make rational decisions Covers all aspects required for the practical application of SHM Includes case studies that show how the techniques can be applied in practice Structural Health Monitoring of Large Civil Engineering Structures is an ideal book for practicing civil engineers, academics and postgraduate students studying civil and structural engineering.

With increasing rates of pollution to both land and aquatic environments, regulations for the quality of our waters are necessarily becoming more stringent. In the light of recent epidemiological studies new criteria are being established for the safety of our recreational waters. In order for such criteria to be developed an established statistical framework needs to be in place. Statistical Framework for Recreational Water Quality Criteria and Monitoring offers a practical guide to the statistical methods used for assessing health effects and monitoring and modelling water quality Both traditional and novel sampling designs are discussed. Written by a team of international experts in the field, this book sets out to provide an essential structure for the monitoring of water quality. · Proposes a much-needed framework for the monitoring of water quality, and provides practical guidance on the statistical methods involved. · Covers risk characterization, empirical modelling, sensitivity analysis and measures of robustness. · Details sampling methods and quality control approaches. · Presents crucial, real-life results from recent large-scale studies of water quality, central to the development of the area. · Accompanied by a supplementary website hosting data sets and tools for data analysis. The book is primarily aimed at public health officials, staff of regulatory bodies and students and faculty members of environmental and statistical science courses. There is also much to benefit readers from environmental research and risk analysis.

Analysis and insights from top thought leaders on a pivotal topic in investing and asset management Valuation is the cornerstone for investment analysis, and a thorough understanding and correct application of valuation methodologies are critical for long-term investing success. Edited by two leading valuation experts from CFA Institute, this book brings together the insights and expertise of some of the most astute and successful investment minds of the past 50 years. From Benjamin Graham, the “father of value investing,” to Aswath Damodaran, you’ll learn what these investment luminaries have to say about investment valuation techniques, including earnings and cash flow analysis. Features the best thinking on valuation from the industry’s masters on the topic, supplemented with dozens of fascinating and instructive real-world examples Comprehensively discusses special valuation situations, such as real options, employee stock options, highly leveraged firms, corporate takeovers, and more Supplies you with the tools you need to successfully navigate and thrive in the ever-changing financial markets Is being produced with the full support and input of CFA Institute, the world’s leading association of investment professionals

A concise, engineering-oriented resource that provides practical support to IT professionals and those responsible for the quality of the software or systems they develop Software quality stems from two distinctive, but associated, topics in software engineering: software functional quality and software structural quality. This book studies the tenets of both of these notions, which focus on the efficiency and value of a design, respectively. It addresses engineering quality on both the application and system levels with attention to information systems (IS) and embedded systems (ES) as well as recent developments. Software Quality Engineering introduces the basic concepts of quality engineering like the nature of the engineering process, quality models and measurements, and evaluation quality, and provides a step-by-step overview of the application of software quality engineering in commonly recognized phases of the software development process. It also discusses management of software quality engineering processes, with special attention to budget, planning, conflict resolution, and traceability of quality requirements. Targeted at graduate engineering students and software quality specialists, Software Quality Engineering: Provides an analysis of interdependence between software functionality and its quality Includes a list of software quality engineering “to-dos” and models of software quality requirements traceability Covers the practical use of related ISO/IEC JTCI/SC7 standards