Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

Value co-creation in services for animal companions

Purpose As other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer value co-creation in services for animal companions. Design/methodology/approach Study 1 follows a two-step procedure, using two different qualitative approaches (interviews and observations) to identify caregiving customer value co-creation activities. Study 2 serves to empirically test a higher-order structure of caregiving customer participation behaviour in value co-creation and test for differences regarding customer and service characteristics (questionnaire survey; n = 680). Findings The results reveal the existence of various value co-creation activities towards the service provider (e.g. cooperation under consideration of the animal companion’s needs) and animal companion (e.g. emotional support). Significant differences in individual caregiving customers’ activities were found regarding gender, age, type of service and animal companion. Caregiving customer value co-creation is influenced by emotional attachment and has a positive effect on value outcomes for both the caregiving customer and the animal companion. Originality/value This study extends and enriches customer value co-creation literature by providing innovative findings on various such caregiving activities and value outcomes in services for (non-human) actors experiencing vulnerability. It also adds knowledge by showing differences in customer value co-creation behaviour regarding specific customer and service characteristics.

FORMATION OF QUALITATIVE INDICATORS OF PRODUCTS BY ROLLING STAMPING PROCESSES

The influence of rolling stamping on the service characteristics of products is investigated in the work. Based on the analysis of deformation kinematics, stress-strain state, microstructure and evaluation of deformability of workpiece material, ways to increase geometric accuracy, vacuum tightness, electrolytic stability and mechanical characteristics of product material, as well as ways to improve the material of workpieces for their subsequent processing. The influence of active friction forces on the nature of the material flow during SHO was established, which contributed to the development of new processes that allow to bring the shape and dimensions of the workpiece as close as possible to the finished part. Thus accuracy of the sizes of details corresponds to 7-11th qualities of accuracy, and roughness of the processed surfaces makes Ra = 2,5… 0,63 microns. The process of reshaping the square billets into round ones by the method of SHO is effective, which increases the utilization factor of the metal and reduces the anisotropy of its mechanical properties. The characteristic of flat anisotropy λr, adopted in sheet metal stamping as a characteristic of the ability of the material to form scallops, decreases as a result of reshaping by 70-80%. The relative difference in yield strength in the plane of the sheet decreases from 0.10-0.15 to 0.03-0.05. The ultimate tensile strain increases by 8-10%, and the uniform uniform strain - by 5-8%. This improvement in the characteristics of the material reshaped by rolling blanks leads to the fact that when drawing cylindrical products, the value of scallops decreases by 2-2.5 times, and the value of the maximum degree of drawing increases by 10-15%. This reduces the relative difference in wall thickness along the perimeter of the elongated workpiece, and the change in wall thickness along its height becomes linear. Thus, the use of SHO processes significantly improves the quality characteristics of products.

Evaluating Service Characteristics of Working Surfaces of Car Parts by Microgeometric Quality Parameters

The correlation between the service characteristics of the working surfaces of car parts belonging to the rotary body class, and quality parameters—in particular, the height-related roughness parameter Ra—was estimated. Low values of Ra were found to be unable to guarantee an optimal microrelief geometry and, accordingly, high-performance characteristics of the working surface. The oil-accumulation power of the parts was investigated as a primary characteristic of sliding friction using the group of Rk parameters in the Abbott–Firestone diagram, based on the profilogram of the test specimen’s surfaces. The oil-absorption power of the surfaces formed by different technological operations was compared with different microgeometric quality parameter values.

Optimization of Pre-Heat Treatment for Nitriding

To achieve a core strength that meets the requirements during service life, components to be nitrided are subjected to a pre-heat treatment. Since a higher strength prior to nitriding also has a positive effect on the achievable strength in the nitrided layer, an optimization of the pre-heat treatment may lead to better service characteristics of nitrided components. For this purpose, different optimizations of pre-heat treatment were investigated on the nitriding and quenching and tempering steels EN31CrMoV9 and EN42CrMo4 (AISI4140). One strategy was a change of the austenitization temperature for EN31CrMoV9 from 870 °C to 950 °C in order to solve the coarse carbides of the as-delivered state and realize a finer distribution of the carbides in the quenched and tempered structure. This special treatment lead to a higher hardness compared to the conventional treatment. The second investigated pre-heat treatment variant was a bainitic treatment instead of quenching and tempering. The bainitic initial microstructure increased the diffusion depth compared to conventionally quenched and tempered specimens. In addition the maximum hardness of the nitrided layer, the core hardness was significantly higher on the specimens with the bainitic microstructure. During subsequent nitriding, however, the bainite is tempered and loses some of its hardness.

Influence of longitudinal control magnetic field on efficiency of the arc process

Problematic. When surfacing and welding with the action of a longitudinal magnetic field (LMF), the productivity of melting of the electrode metal increases, it is possible to control the geometric dimensions of the cross-section of the surfaced beads and welds, the structure of the surfaced metal and welds is refined, the hardness increases, the strength and ductility of the weld metal increases, and the resistance of the welds hot cracking. Research objective. Analyze the literature data on the effect of LMF on the efficiency of the arc surfacing process of worn-out surfaces of parts and structures, taking into account the magnetic properties of electrode wires and base metal to increase the efficiency of this process. Realization technique. Experiments were performed on submerged-arc surfacing with Sv-08A wire with a diameter of 5 mm with the action of an alternating LMF. Investigated the effect of the LMF frequency on the depth of penetration of the base metal and the width of the surfaced beads. The results of research. It has been established that at frequencies of the LMF within the range f = 5...50 Hz, the penetration depth is less, and the width of the bead is greater than in surfacing without the action of the LMF. In the future, it is necessary to carry out studies on the effect of LMF during surfacing with flux-cored wires and strips on the metal structure of the surfaced beads and their service characteristics. Conclusions. It has been established that for grinding the structural components of the metal surfaced with the action of LMF, it is necessary to ensure effective mixing of the liquid metal in the weld pool, that is, along its entire length. In this case, it is necessary to ensure the optimal parameters of the control magnetic fields. There is no theory that would explain the mechanism of refinement of the weld structure during arc surfacing with the action of LMF, and the existing views on this mechanism are contradictory. The data presented in the literature refer to the process of arc surfacing and welding with solid wire, there are no data on surfacing using flux-cored wires and strip electrodes.

Service Characteristics and Geographical Variation in Compulsory Hospitalisation: An Exploratory Random Effects Within–Between Analysis of Norwegian Municipalities, 2015–2018

Background: Compulsory hospitalisation in mental healthcare is contested. For ethical and legal reasons, it should only be used as a last resort. Geographical variation could indicate that some areas employ compulsory hospitalisation more frequently than is strictly necessary. Explaining variation in compulsory hospitalisation might contribute to reducing overuse, but research on associations with service characteristics remains patchy.Objectives: We aimed to investigate the associations between the levels of compulsory hospitalisation and the characteristics of primary mental health services in Norway between 2015 and 2018 and the amount of variance explained by groups of explanatory variables.Methods: We applied random-effects within–between Poisson regression of 461 municipalities/city districts, nested within 72 community mental health centre catchment areas (N = 1,828 municipality-years).Results: More general practitioners, mental health nurses, and the total labour-years in municipal mental health and addiction services per population are associated with lower levels of compulsory hospitalisations within the same areas, as measured by both persons (inpatients) and events (hospitalisations). Areas that, on average, have more general practitioners and public housing per population have lower levels of compulsory hospitalisation, while higher levels of compulsory hospitalisation are seen in areas with a longer history of supported employment and the systematic gathering of service users' experiences. In combination, all the variables, including the control variables, could account for 39–40% of the variation, with 5–6% related to municipal health services.Conclusion: Strengthening primary mental healthcare by increasing the number of general practitioners and mental health workers can reduce the use of compulsory hospitalisation and improve the quality of health services.

Advances in operating capacity and life time of centrifugal cast pipes for high-temperature pyrolysis of NRC “Kurchatov Institute” – CRISM “Prometey”

On the basis of expert examinations of spent pipes metal operated as coil-pipes at pyrolysis furnaces, heat-resistant alloys and technologies for manufacturing standard products from them have been developed. The service characteristics of the developed alloy 45Kh32N43SB and its welded joints at temperatures of 1100 and 1150°C have been investigated. It is shown that the alloy has structural stability and the ability to resist high-temperature creep at operating temperatures up to 1150°C. A method has been developed for assessing the resource of pipe elements, taking into account the peculiarities of its operation, as well as crack-like defects in the pipe material. The reasons for the significant deformation and damage of the crossover piping, leading to the premature failure of the coils, have been found. The most significant operational factor of damage to the heat exchangers at pyrolysis plants has been identified.

Mathematical modelling of joint reliability indicators taking into account complex formation of surface quality metrics and physical and mechanical properties of functional surface materials

The article deals with the problems of engineering support of the main indicators of reliability (durability) for the shape elements of molds. The influence of geometric, physico-mechanical, and physico-chemical parameters of surface quality on the formation of the required service characteristics of mating parts that ensure the established operating time of the product for failure is studied. The results of the influence of ion-plasma treatment on the structure and phase composition are presented: 1.2344 and 1.2379 tool steels (DIN). It is evaluated that the glow discharge treatment leads to the erosion of the fingerprints, appearing in the process of nitriding of this type of steel and it also causes thickening of defects in the matrix phase α-Fe together with fine grading CrN, as well as the dispersion of carbide inclusions and their uniform distribution in the surface layer to a depth of up to 80 microns, resulting in the increase of the microhardness of the surface by 15 - 18 %.