Comparison of indirect and direct approaches to measuring patient satisfaction

One indirect (PSQ) and two direct (CSQ-18B and ERS) measures of patient satisfaction were compared across a series of psychometric, acceptability, and concurrent validity criteria. None of the three measures was significantly related to health status or demographic characteristics. Each measure performed as expected from prior research on their psychometric properties. The scales contrasted, however, in regard to acceptability, with the PSQ being much less acceptable to patients than the other two. The PSQ also produced more missing data. The results on the PSQ reflected patient inconsistency on cross-check items and patients tended to be uncertain in their responses to many items. In multivariate analyses the three measures were used as predictors of patient-rated indices of global service satisfaction. The CSQ-18B and the ERS were significant predictors of patient-rated indices of global service satisfaction, whereas the PSQ was unrelated to these indices. It was concluded that the direct and indirect approaches measure different satisfaction domains. The PSQ likely assesses more generalized attitudes about health services while the CSQ-18B and the ERS efficiently reflect opinions about the specific setting in which they are administered.     

The Management of Violence in a Conflict Organization: The Case of the Abu Sayyaf

The Abu Sayyaf is an organization which has left a trail of mayhem and murder in the southern Philippines for more than a decade. It has gained international notoriety through several high profile mass kidnappings. This article looks at how the Abu Sayyaf has managed to survive and at times prosper despite the state's efforts to eradicate it. By using organizational analysis the paper demonstrates how the Abu Sayyaf has developed structures and processes which make it such a deadly force. The organization has succeeded in gaining considerable fit with the environment in which it operates.     

Optimization Model and Algorithm for Crew Management During Airline Irregular Operations

Airline irregular operations have long been a realm where human experience and judgement are the most important tools to utilize. Crew management during irregular operations is usually the bottleneck of the whole system-recovering process due to complicated crew schedules and restrictive crew legalities as well as the size and scope of the hub-and-spoke networks adopted by major carriers. A system-wide multi-commodity integer network flow model and a heuristic search algorithm for the above purpose are presented and discussed in this paper. The computational experiences show that the algorithm is efficient enough to solve problems of realistic size and also has the flexibility to accommodate practical business requirements.     

Early experiences of mentoring: Design and use of multimedia materials for teaching OR/MS

The MENTOR project, based at the University of Strathclyde, is producing multimedia computer based learning materials with the aim of improving both the effectiveness and the efficiency of teaching Operational Research/Management Science in higher education. The process of development has been carefully designed to encourage ownership of and commitment to the materials amongst lecturing staff in Universities, with the aim of ensuring widespread use. The paper outlines this process of development and design of materials. Experiences in introducing students to the use of these materials as an integrated part of a Management Science class are reported. Feedback from students has been very positive but also indicates the need for ongoing support and direction.     

Who killed change management?

A story is told here of an investigation into change management's apparent death, provoked by the dubious business novel Who Killed Change [Blanchard, K., J. Britt, P. Zigarmi, and J. Hoekstra. 2009. Who Killed Change? Solving the Mystery of Leading People Through Change. London: Harper Collins Publishers]. The story is told over eight chapters inviting you to investigate competing explanations for the death of change management using the structure of the story arc: stasis, trigger, quest, surprise, critical choice, climax, reversal and resolution. An annoying voice (sometimes interior monologue and at other times dialogue) of another reader keen to inform and frame your understanding of the status of change management remains ever present. The case is solved with the story's resolution providing insights into advantages of investigating over literature reviewing, the problematic/masculine nature of murder metaphors, the academic potential of story arcs and the mystery which characterises organizational change.     

Dose‐Response Models Incorporating Aerosol Size Dependency for Francisella tularensis

The effect of bioaerosol size was incorporated into predictive dose‐response models for the effects of inhaled aerosols of Francisella tularensis (the causative agent of tularemia) on rhesus monkeys and guinea pigs with bioaerosol diameters ranging between 1.0 and 24 μm. Aerosol‐size‐dependent models were formulated as modification of the exponential and β‐Poisson dose‐response models and model parameters were estimated using maximum likelihood methods and multiple data sets of quantal dose‐response data for which aerosol sizes of inhaled doses were known. Analysis of F. tularensis dose‐response data was best fit by an exponential dose‐response model with a power function including the particle diameter size substituting for the rate parameter k scaling the applied dose. There were differences in the pathogen's aerosol‐size‐dependence equation and models that better represent the observed dose‐response results than the estimate derived from applying the model developed by the International Commission on Radiological Protection (ICRP, 1994) that relies on differential regional lung deposition for human particle exposure.