Customer Service is important for a myriad of reasons, such as retaining customers, building customer loyalty, getting customer referrals, improving employee happiness, and remaining competitive. However, as a company grows, the focus may be on sales and production, with customer service efficiency and effectiveness being seen as an overhead…

Studies have shown that issues of privacy, control of data, and trust are essential to implementation of learning analytics systems. If these issues are not addressed appropriately, systems will tend to collapse due to a legitimacy crisis, or they will not be implemented in the first place due to resistance from learners, their parents, or their…

The paper reflects on the implications of selecting local multifunctional networks as a principal method of achieving improvement in the transition experience of young people with life-limiting conditions, given the range of blocking factors identified. It summarises a programme of work that aimed to tackle these blocks through developing local…

Literature indicates that there is limited research on the national and organizational level decision processes to develop and deliver e-learning programs. In this paper, existing e-learning literature is analyzed in terms of national level factors (national culture, readiness for new technology, and infrastructure), organizational level factors…

The basic idea of service-oriented learning is that a learning environment should be conceived as a set of independent units of learning packaged as learning services. The design, development and deployment of a learning system based on integrating different learning services needs both a technological platform to support the system as well as a…

Context: The peer review process in small rural hospitals is complicated by limited numbers of physicians, conflict of interest, issues related to appropriate utilization of new technology, possibility for conflicting recommendations, and need for external expertise. Purpose: The purpose of this project was to design, test, and implement a virtual…

Describes Fault Tree Analysis, a tool for systems analysis which attempts to identify possible modes of failure in systems to increase the probability of success. The article defines the technique and presents the steps of FTA construction, focusing on its application to education. (RAO)

The need for and applicability of general systems theory in human services evaluation is discussed. The role of evaluation in human services agencies is described and the necessity of combining the programs to be evaluated and the evaluation process itself in a single unifying conceptual model is demonstrated. (Author/AL)

A conceptual framework of cognitive growth is sketched and a mathematical model of cognitive growth is presented with the conclusion that the most plausible model is a model of logistic growth with delayed feedback. The model is transformed into a dynamic systems model based on the logistic-growth equation. (SLD)

Explores issues arising from the massive social changes that will flow from the recently emerged information age to define a new approach to systems design. This approach will allow the creation of a better future while enhancing human performance, adding value to organizations, and creating just and ethical systems. (Contains 32 references.) (KRN)

Compares educational technology and information systems (IS) and relates the histories of their adoption. Explains IS adoption paradigms, models and frameworks, and suggests similarities and differences between IS adoption/implementation and educational change; and discusses educational change and what can be learned from IS adoption models.…

Compares the analysis, design, development, and evaluation of electronic performance support tools and systems to a traditional instructional systems design model. Topics discussed include indeterminate outcomes; rapid prototyping; front end analysis; intervention strategies; sequencing; user control; media selection; formative evaluation; and…

This background paper analyzes technologies for tomorrow's information superhighways. Advanced networks will first be used to support scientists in their work, but will soon be deployed more widely in business, entertainment, health care, and education. Significant progress has been made toward the development of gigabit network technology since…

An approach is presented which uses the sociotechnical systems concept and a generic planning model as a guiding perspective in the implementation of computer-aided design and manufacturing technologies. (CT)

Examines the methodological common denominator among several models for courseware development and discusses in detail both the design and the validation phases. Emphasizes the need for a systematic approach in which multiple authors' skills are exploited and the cost-benefit ratio is kept at an acceptable level. (AEF)