Janet Francis

University of Staffordshire

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Service quality for service innovation

2006 IEEE International Conference on Service Operations and Logistics, and Informatics (2008)

Lorna Uden Janet Francis Wei Dai

Service innovation is important in today's world economy. It is the current focus of many businesses. The reason is that services today represent 80% of most developed countries' GDP and a growing percentage of the developing countries' GDP. Organisations today can no longer compete only on providing superior service on their core products, instead they must move into customer relationship management through the co-evolution of memorable experiences with their customers. This means providing better services for their customers. Central to the success of any service innovation is the quality of service provided to the customers. Providing quality service is necessary for organizations to remain in business. Currently there is little research being conducted to measure service quality for service innovation. This paper proposes a framework for measuring service quality for organizations, using a case study.

Service guarantee

Service product management

Service Innovation

Service level objective

10.1109/soli.2008.4683007

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Citations (1)

Chronic active toxoplasmosis in an immunocompetent patient

Journal of Infection (1993)

Susan O’Çonnell Edward Guy Susan Dawson Janet Francis D. H. M. Joynson

Toxoplasmosis

Immunocompetence

Congenital toxoplasmosis

10.1016/0163-4453(93)92300-l

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Citations (14)

Individual Book Reviews

Children's Book and Media Review (1984)

Elizabeth Wahlquist Kathy Simpkins Jan Addy Lillian Heil Janet Francis

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Implications of DNA fingerprinting for mating systems and reproductive strategies of pinnipeds

Oxford University Press eBooks (1993)

O J Boness W. Don Bowen Janet Francis

Abstract Two areas of research on reproductive strategies where DNA fingerprinting is proving most useful include providing direct measures of parentage, to validate observational estimates of mating success, and of relatedness among individuals in a group, to assess the possible influence of kin selection on behaviour. Analysis of nuclear DNA with single- or multi-locus probes is the most widely used technique for investigating questions in these areas. A major gap in our knowledge of pinniped mating strategies is the lack of estimates of mating success among aquatically mating species, in which males are least able to monopolize females, and which thus represent one end of the continuum of potential monopoly. Determining paternity through fingerprinting will not only provide the sole estimates of variance in mating success in these species, but, given our limited ability to observe behaviour underwater, it may help us to discern the strategies by which males achieve success. Among terrestrially mating species, estimates of individual success exist for only a few species and these may be inaccurate. In many species female movements may occur for various reasons so that females associate with more than one male and we cannot infer paternity from observed associations.

Reproductive isolation

10.1093/oso/9780198540694.003.0005

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Citations (24)

Incidence and diagnosis of active toxoplasma infection among liver transplant recipients in Western Turkey

Liver Transplantation (2008)

Ayşe Caner Mert Döşkaya Zeki Karasu Aysu Değirmenci Edward Guy

Toxoplasmosis is a serious and potentially life-threatening disease in liver transplant recipients while they are immunosuppressed. We report the clinical and laboratory findings related to active toxoplasma infection associated with 40 immunosuppressed liver transplant procedures that took place over a 12-month period at a major transplant unit in Izmir, Turkey. Twenty-seven (67.5%) of the 40 transplant recipients were found to be seropositive for toxoplasma infection and therefore at risk of reactivated infection. From the serological status of the donors, which was ascertained in 38 of 40 cases, we identified 3 (7.9%) of 38 transplants to be from a seropositive donor to a seronegative recipient. In 10 (26.3%) of 38 transplants, both the donor and recipient were seronegative, and this excluded toxoplasma as a risk. A comparison of real-time polymerase chain reaction (PCR) and nested PCR was undertaken in combination with a range of serological assays (the Sabin-Feldman dye test, enzyme immunoassay immunoglobulin M, and immunosorbent agglutination assay immunoglobulin M). Ethylene diamine tetraacetic acid blood samples from 3 of the 30 recipients at risk from toxoplasma were found positive by PCR, but only 1 of these was found positive in both assays. Among the 3 PCR-positive patients, immunoglobulin M and immunoglobulin G antibody levels increased in only 1 patient. Correlations between symptoms, laboratory findings, and clinical management (use of anti-toxoplasma therapy) are presented. Our findings suggest that toxoplasma presents a significant risk to our liver transplant population and that PCR is a helpful addition in identifying active infections and hence in informing clinical management decisions. Liver Transpl 14:1526–1532, 2008. © 2008 AASLD.

Toxoplasmosis

Direct agglutination test

10.1002/lt.21558

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Citations (26)

Service Innovation Using Actor Network Theory

IGI Global eBooks (2011)

Lorna Uden Janet Francis

Our economy is becoming more and more service-oriented, with distinctions between services and non-services making less and less sense. In today's society, innovations are no longer luxury items. Instead, they are necessities and a means of economic development and competitiveness. The introduction of innovative new services is a priority for most companies. Innovation now holds the key to service performance. Currently there is a lack of understanding of the science underlying the design and operation of service systems. New conceptual understanding and theoretical underpinnings are required to systematically describe the nature and behaviour of service systems. We believe that Actor Network Theory (ANT) can be used as a theoretical lens to study the development and adoption of service innovation. ANT is a heterogeneous amalgamation of conceptual, textual and social actors. It is well suited to explain and help with the design of service systems. The development and adoption of service innovation requires the integration of multiple elements including people, technologies and networks across organisations. Technologies and interests of actors need to be aligned and coordinated for successful service innovation. In this paper we show how ANT is adopted as a theoretical framework for understanding the relationships among the actors and show how these actors have their needs shaped by the network formation during the development and adoption of service innovation for a university.Request access from your librarian to read this chapter's full text.

Service Innovation

Actor–network theory

10.4018/9781609601973.ch002

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Citations (1)

Series Book Reviews

Children's Book and Media Review (1984)

Gail King Afton M. Miner Lillian Heil Janet Francis Jan Addy

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Habitat relationships and management of terrestrial birds in Northeastern Alberta

K. Lumbis Janet Francis

10.7939/r3xs1j

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Citations (23)

Workflow Analysis of the Ortho Clinical Diagnostics VITROS® 5600 Integrated System*

R Bais Ian R. Gould Janet Francis Andrea Weston M. Sorouni

OBJECTIVE The purpose of this study was to evaluate the workflow performance and MicroSensor sample quality indices feature of the Ortho Clinical Diagnostics VITROS® 5600 Integrated System in the clinical laboratory. The VITROS® 5600 Integrated System features the integration of MicroSlide, MicroWell and MicroTip assay technologies enabling both chemistry and immunoassay to be carried out on a single system. METHODS To assess the impact of using MicroSensor feature, 20 de-identified patient samples were assayed for glucose with and without measuring the haemolysis, turbidity and icteric indices. We also have measured the effect of increasingly adding immunoassays to typical routine chemistry samples by assaying 20 samples with an average of 10 chemistry assays per specimen, then adding immunoassays. We have carried out assays by changing the sample order load to verify if it affects the assay time. A total of 40 samples (with an average of 12 assays per sample (combination of chemistry and immunoassays) in a particular order were run for 5 days followed by running randomly for the next 5 days. We have also assessed the workflow by assaying 120 samples that represent our typical laboratory workflow ranging from 1 to 20 tests (average 12.85) per sample, of which 30% had at least an immunoassay request. RESULTS Immunoassay times vary from 18 min for Troponin I to 37 min for TSH but the VITROS® 5600 Integrated System uses Sample Centered Processing to maximise sample workflow. Use of the MicroSensor feature did not significantly impact the turn around time as evidenced by an increase of only 5% from loading to completion for 25 minutes it took to complete the 20 samples Additionally, with indices the first sample with chemistry assay only, was completed after 8 min and the first sample which included immunoassay, was completed in 19 min, which is only 1 min longer than the assay time. Thus for chemistry assays only, the time from loading to completion was 28 min; 48 min for samples with mixture of chemistry and immunoassays and 53 min for samples with all immunoassays. Assays carried out to evaluate the effect of sample order on assay time showed a completion time of 72 ± 15 min (from loading to completion) when loaded in order versus 73 ± 13 min for the samples loaded randomly indicating the order load was not relevant. For the workflow analysis, the time from loading to completion of the first sample was 14 min and to the final result was 142 min. This gives an average of 11 results per min for this assay mix, which is very acceptable.

Sample (material)

Haemolysis

Sample Preparation

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The United Kingdom National External Quality Assessment Service for parasitology: toxoplasma serology scheme

Journal of Clinical Pathology (2010)

M. Manser J. M. W. Chatterton Janet Francis Edward Guy Rick Holliman

To examine performance in the UK National External Quality Assessment Scheme (UKNEQAS) for toxoplasma serology for evidence of discrepant results as compared with the predistribution and postdistribution results supplied by the toxoplasma reference laboratories.Analysis of performance in the toxoplasma IgG and IgM schemes was made for the period 1994-2008 to look for trends in performance.For the IgG scheme, a mean of 98% of participants obtained the correct result for detection of toxoplasma-specific antibody. The most common problem was failure to detect low levels of antibody. In some cases this was the result of participants deviating from the manufacturer's instructions and using higher cut-off levels. For the IgM scheme, an average of 95% of participants obtained the correct result for toxoplasma antibody detection. The most common problem was the failure of some enzyme immunoassay kits to detect specific toxoplasma IgM antibody, which was detected by the more sensitive immunosorbent agglutination assay.Performance standards in the UKNEQAS toxoplasma serology schemes were high. The problems encountered have highlighted the importance of detecting low levels of antibody, adhering to the kit manufacturer's instructions and selecting an appropriate assay for the clinical situation.

Toxoplasmosis

Parasitology

10.1136/jcp.2010.077214

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Citations (5)