Erfolgreiche Wege zur Service Excellence

Excellent service does not just happen by itself. All over the world, best-in-class companies use concepts which have become established under the label of ‘service excellence’. The edited volume ‘Successful Paths to Service Excellence—Learning the 1 x 1 of Excellent Services from Service Champions’ is devoted to the question of how service excellence is implemented as well as experienced by and in successful companies. The structure of the book is based on the model of service excellence as anchored in the new ISO standard 23592. To this end, proven experts from a wide range of industries present best practices that demonstrate successful ways of implementing service excellence. With contributions by Dr. Ferri Abolhassan, Dr. Björn Becker, Sabine Börnsen, Philippe Clarinval, Svenja Daniel, Prof. Dr. Matthias Gouthier, Enrico Jensch, Juliane Köninger, Michael Moritz, Christian Polenz, Christopher Rastin, Carsten K. Rath, Matthias Raquet and Dr. Kristina Rodig.

Sowing Systems as a Factor of Grain Yield in Sunflower Production

The paper presents the results of a triennial study of the sowing system influence on the yied, grain weight per head, plant set per ha and of the grain moisture of a medium-early sunflower hybrid . Standard sowing was performed with the PSK OLT sowing machine at a row spacing amounting to 70 cm, while a twin row sowing was performed with the MaterMacc Twin Row-2 sowing machine at a row spacing of 22*48 cm. Both sowing machines were adjusted according to the ISO standard 7256/1 and 7256/2, with a high QFI index (PSK OLT: 96.32 %; MaterMacc Twin Row-2: 93.93 %). The research was conducted at the Gorjani Experimental Field on psudogley bearing the textured markings of a silty loam, with a weak acid reaction and a small amount of humus. An analysis of variance determined a statistical significance of the sowing system on the grain yield and the grain mass per sunflower head. Sowing in twin rows achieved the higher yields for all three research years : 19.59% in 2017, 19.11% in 2018, and 18.45% in 2019. Plant density was not statistically significantly affected by the sowing systems and vegetation year, but the grain moisture was statistically significantly different between the analyzed research years .

Assessing the Potential Replacement of Mineral Oil with Environmentally Acceptable Lubricants in a Stern Tube Bearing: An Experimental Analysis of Bearing Performance

This study compares the performance of a plain bearing, with a similar structure to a tail shaft stern bearing, lubricated with either mineral oil or an environmentally acceptable lubricant (EAL). The main characteristic of the bearing is its length/diameter ratio of <1. Measurements are carried out with the bearing operating under loads from 0.5 to 1 MPa and seven speeds ranging from 1 to 11 rev/s. The bearing lubricated with either mineral oil with a viscosity grade of 100 or an environmentally acceptable lubricant (EAL) with a viscosity grade of 100 or 150 is investigated according to the ISO standard. Bearing wear is simulated by increasing the clearance circle by 0.1 mm. According to the results obtained, the use of an EAL in place of mineral oil does not cause significant changes in the bearing performance, regardless of the value of the clearance radius. The pressure distribution in the oil film, bearing load carrying capacity, eccentricity and friction coefficient have similar values for the entire load and speed ranges considered, and the discrepancies in the results are within the range of the measurement errors. Only an increase in EAL viscosity causes significant changes in bearing performance and these changes comply with the general theory of lubrication.

Use of Indicators in Strategic Environmental Assessments of Urban-Planning Instruments: A Case Study

The monitoring of the impact of cities on sustainable development initiatives has led several nations to adopt the use of the Strategic Environmental Assessment (SEA) instrument to enhance environmental management efforts. The use of indicators within this process is essential since they enable authorities to monitor and mitigate any adverse effects that may arise as a consequence of urbanization. Over a decade after the implementation of this instrument in Chile, a review of the indicators used in the SEA framework to monitor the impacts of urban planning has yet to be executed. Since there is no standardization of indicators under Chilean regulations, this study applied international classifications including the Pressure-State-Response indicator framework devised by the Organisation for Economic Co-operation and Development (OECD) in addition to the International Organization for Standardization (ISO) Standard 37120. Under these criteria, the environmental-monitoring indicators utilized in the most populous regions in Chile were classified. Results show a limited use of indicators that can be categorized as related to urban-focused environmental monitoring. This paper concludes by posing certain questions that should be considered for future improvements to monitoring impacts generated by urbanization.

Proposal of a Computational Algorithm for Calculating Material Ratio of Surface Texture

The material ratio curve (hereafter referred to as MRC) of ISO 13565-2 and ISO 4287 is widely used in industrial fields. The computational algorithm of MRC proposed in ISO has a problem of long calculation time, because of a method of slicing the roughness profile. Therefore, in this study, a sort method was proposed as a computational algorithm for time reduction. However, depending on the form of the surface profile, the algorithm of the proposed sort method has a problem in that calculation errors occur. Therefore, in this paper, we report a new improved algorithm that solves this problem. In this paper, a new and improved algorithm for calculating MRC has been researched and developed. The proposed algorithm in this paper succeeded in reducing the computing time to derive MRC compared with the calculating algorithm of MRC proposed in the ISO standard. This algorithm is expected the efficiency improvement of quality control.

Web-based system for the traceability of cultivated Nile Tilapia based on ISO 12877: 2011

Objective: To describe the systematization of the Nile tilapia cultivation process using a computer system for production and marketing traceability based on ISO 12877:2011 standard and web technologies. Design/methodology/approach: A documentary and field investigation were conducted to learn about the Nile tilapia production process currently applied; traceability was evaluated based on Double T and María del Carmen study cases, aquaculture farms located in the municipalities of Manzanillo and Armería located in the state of Colima, México; the process was contrasted with the ISO standard and the system was developed and implemented. Results: A Traceability System that records backward, internal, and forward procedural activities in the cultivation and marketing of tilapia. The system improves food safety control by registering lot care based on the ISO standard, resulting in well-defined traceable processes in the production and commercialization of the Nilotic tilapia. Limitations on study/implications: The results shown are related to the development and implementation of the system; however future work is yet to be carried out to assess its effect on the production and commercialization of farmed tilapia, as well as the efficiency of traceability. Findings/conclusions: The system was developed taking into consideration the necessary indicators for an ISO certification. Hence, aside from simplifying the registration and consultation of information, the producing company has the benefit of earning a certification for the aquaculture production process, creating additional value to its products.

The effect of annealing on deformation and mechanical strength of tough PLA and its application in 3D printed prosthetic sockets

Purpose Fused filament fabrication (FFF) using tough poly lactic acid (PLA) was determined to be the most suited method to achieve low-cost prosthetic sockets. However, improvement in the material properties is desirable to strengthen these sockets. This study aims to evaluate annealing as a potential method to improve material properties by a heat treatment of the object after 3D printing. Design/methodology/approach Four different annealing methods and a control group were tested according to ISO standard 527–1 and ISO standard 527–2. The four annealing methods included: oven; sand; water; and glycerol annealing. Tests were performed on longitudinal and transversal 3D printed samples. Deformation was determined on 3D printed test rings. Findings Annealing using an oven, sand and water resulted in a significant increase in tensile strength in longitudinally 3D printed tensile test samples. However, the tensile strength was decreased in the transversally 3D printed tensile test samples. The tensile modulus had no significant increase in the longitudinally and transversally printed samples. Sand annealing resulted in the least deformation, with a shrinkage of 2.04% of inner diameter and an increase in height of 1.99% for the horizontally annealed test rings. Research limitations/implications The annealing of prosthetic sockets is not recommended as a decrease in tensile strength in transversally printed tensile test samples was observed. More research is needed towards the strengthening of tough PLA in both print directions. Originality/value This paper fulfils the need for understanding the impact of annealing on 3D printed items intended for daily use, such as a prosthetic socket.

Pilot Studies of Vibrations Induced in Perambulators When Moving on Different Surfaces

The ergonomics of transport is a topic widely described in the literature. One of the fields of ergonomics that researchers are engaged in is vibrometry (both laser and accelerometry) of travel and its translation into NVH (Noise, Vibration and Harshness). However, so far, the influence of baby carriage movement on the generated vibrations has not been described in more detail. The topic seems to be particularly important considering occurrence of vibrations with significant amplitudes, whose frequency range can have a direct bearing on the resonance frequencies of the child’s internal organs. The article presents the results of research consisting in the measurement of vibrations to which an infant, lying in two different types of prams, may be exposed when being transported on different surfaces. The author’s measurement system, based on accelerometry, was used for the research. The obtained weighted RMS acceleration values not only exceeded human comfort level in all cases (according to ISO standard) but several times were in the range of the highest discomfort (>2 m/s2). Furthermore, the observed vibration frequency range (≈0–32 Hz) coincided with the frequencies of free vibration of organs and parts of the child’s body.