Thursday, September 3, 2020

The Status of Racism in America free essay sample

The monetary and social isolation of blacks from the period of subjection through the current day. This paper presents an audit of prejudice from the hour of subjection through the present. Unmistakable bigotry, regulated prejudice, and legitimate bigotry are talked about and the current status of each assessed. In the course of the only remaining century, the privileges of minorities in American life have been given more noteworthy and more prominent assurances after a time of forced constraints. The Hispanic populace in the Southwest and the Puerto Rican populace in territories of the Northeast are additionally minority bunches that don't share completely in the monetary guarantee of American culture and that have been victimized and made into a close perpetual underclass. All through American history, there have been minorities that have moved to the United States and that have experienced partiality and segregation once they showed up, including the Jews, the Irish, and different Asian gatherings. One component recognizes these gatherings from one viewpoint and dark Americans on the other, and that component is subjugation. We will compose a custom exposition test on The Status of Racism in America or then again any comparable subject explicitly for you Don't WasteYour Time Recruit WRITER Just 13.90/page

Wednesday, September 2, 2020

My Favourite Personality

MY Favorite PERSONALITY Dr. Abdul Qadeer Khan As bolt of time moves, the Will of God wins and is centered around the rise of people invested with outstanding scholarly capacities and innovative capacities. Such are the men who, by their great deeds, satisfy the decree of God, as uncovered in the Holy Quran: â€Å"I have made man in the best of structures. † (Al Quran; Surah 95; Ayah 04) These are the individuals, who are bound to leave a mark on the world in the rise of nations.Such is the character of Dr. Abdul Qadeer Khan, who is my preferred character, who was conceived in Bhopal on April 1, 1936. As the time has unfurled itself, the Godly characteristics cherished in the words â€Å"Qadeer† represented for the sake of Dr. Abdul Qadeer Khan have raised the Pakistani country higher than ever in high innovation. In the wake of accepting his initial training in Bhopal, Dr. Abdul Qadeer Khan got the level of Bachelor of Science in 1960 from the University of Karachi.Subs equently, he concentrated in Berlin, West Germany, Holland and Belgium and accomplished high skill through going to a few courses in metallurgical building. The anxious soul of Dr. Abdul Qadeer Khan took him to a few labs in Europe incorporating Uranium Enrichment Plant in Holland. The logical commitments of Dr. Khan have been perceived in a few different ways. As a functioning researcher and technologist, he has distributed in excess of 188 logical examination papers in universal diaries of high repute.It is altogether because of his endeavors that the procedure of enhancement of Uranium was effectively finished in Pakistan. This advancement at last brought about the memorable blast of six atomic bombs on May 28 and May 30, 1998. Dr. Khan is the main Pakistani to have gotten the most noteworthy common honor of â€Å"Nishan-I-Imtiaz† twice. He is an individual pervaded with the soul of serving the reason for Pakistan and Muslim Ummah through his capable explores, high insight , scholarly power and faithful devotion.He has been granted 42 gold decorations by different national establishments and associations. As a passionate supporter of advanced education, he sits on the Boards of Governors and Syndicates of various colleges and establishments. It is uncommon that an individual in single life time achieves to such an extent. This is done uniquely by men who are supplied with extraordinary capacities by God and who set themselves up through difficult work and commitment to satisfy the strategic serving humanity. May Allah manage our adolescents to the way, which is introduced by Dr. Khan.

Saturday, August 22, 2020

Crime and Justice Drug Courts in NSW †MyAssignmenthelp.com

Question: Talk about the Crime and Justice Drug Courts in NSW. Answer: Presentation The Drug Courts in NSW are built up so as to take activities against the individuals who have an enslavement towards the medications. These individuals are introduced in Court and are now and again rebuffed or sent to clinical offices to lessen their habit. This report is made to talk about the way that Drug Courts are not that compelling towards the Drug adductors as far as the soundness of members, equity, and so on. How Drug Courts s are not compelling Drug Courts s in NSW held up a dynamic option in contrast to detainment for the medication wrongdoings, be that as it may, they don't diminish criminal equity associated with certainty they really make the framework increasingly reformatory towards the chronic drug use as far as medication guilty parties. They additionally raise the noteworthy protected and security concerns (Mitchell et al. 2012). So as to continue with the procedure, the members need to sign a waiver which makes them consistence to share the clinical data identified with substance misuse treatment to all the individuals that are engaged with the Drug Courts group. Medication Courts not viable as far as wellbeing Medication Courts s in NSW furnishes the members with the administration that they need yet they frequently neglect to satisfy their guarantees. They deficiently get to the necessities of individuals and spot them with unseemly treatment (McPherson and Sauder 2013). In addition, in a treatment setting, the backslide is likewise met with different concentrated administrations, notwithstanding, in the Drug Courts setting it is met with the impermanent or perpetual evacuation of the administrations which is hurtful to the soundness of the members. Medication Courts not viable respects to cost So as to partake in the Drug Courts, it turns out to be exorbitant for the members who have spent a great deal to go to the Courts and furthermore recruit an attorney to speak to those (Sheidow et al. 2012). The medication (Opioid) cost compulsion investment funds for the members in NSW depend on the accepted decreases as far as the pre-preliminary confinement and recidivism yet it is indistinct to what degree. Regardless of whether a portion of the medication (Opioid) cost enslavement investment funds are started in the pre-preliminary, these reserve funds don't make a difference when the program cost is represented which are constantly ignored. The expense incorporates the medication test, imprisonment for detoxification, net augmenting, and so on. Medication Courts not compelling in oversight of support The Drug Courts probably won't be successful as far as oversight as the observing is done however it isn't so visit. There is no alternative for the examining for the medication wrongdoers in NSW as after the equity of Court, everything is left for the outsiders to screen (Bruns et al. 2012). In a portion of the cases, because of poor treatment, individuals have been found to create genuine ailment as the court restricts the preliminary of new sort of meds to diminish this compulsion and proceed with standard medications which some of the time isn't powerful. Medication Courts not viable in impacting different states Because of the different entanglements of the Drug Courts s regarding the untrustworthiness, less fruitful results, restricted access towards medicines, increment in costs, open security and some more, different states don't think that its proper to take endeavors so as to set-up a unique court like NSW accomplished for the medication guilty parties (Messina et al. 2012). The states should set down various arrangements particularly for the Drug Courts, discover the appointed authorities, set up structures for the equity which isn't yet successful. Medication Courts not powerful in multi-disciplinary collaboration The Drug Courts so as to give legitimate equity and handle a case require the interest from the various gatherings like the administration, nearby police, members, specialist, clinical group, legal counselors, and so forth. Be that as it may, the coordinated effort between every one of them in NSW isn't yet settled and nobody knows about their accurate obligation if the case shows up (Alarid et al. 2012). Medication Courts not compelling in halting re-insulting It has likewise been dissected that the Drug Courts s at NSW are not effective in halting the wrongdoers to re-insult (Guastaferro 2012). When the discipline is given, there is no oversight as far as the observing the treatment or to check whether the guilty party is really taking the medications to diminish the illicit drug use. Now and then, guilty parties get discharged soon and begin utilizing the medications once more. References Alarid, LF Montemayor, CD 2012, The impact of parental help on adolescent Drug Courts consummation and post-program recidivism.Youth Violence and Juvenile Justice,Vol. 10 no. (4), pp.354-369. Bruns, EJ, Pullmann, MD, Weathers, ES, Wirschem, ML Murphy, JK 2012, Effects of a multidisciplinary family treatment Drug Courts on youngster and family results: Results of a semi trial study.Child Maltreatment,Vol. 17 no. (3), pp.218-230. Guastaferro, WP 2012, Using the degree of administration stock overhauled to improve appraisal and treatment in Drug Courts.International Journal of Offender Therapy and Comparative Criminology,Vol. 55 no. (5), pp.769-789. McPherson, CM Sauder, M 2013, Logics in real life: Managing institutional unpredictability in a Drug Courts.Administrative Science Quarterly,Vol. 58 no. (2), pp.165-196. Messina, N, Calhoun, S, Warda, U, 2012. Sex responsive Drug Courts treatment: A randomized controlled trial.Criminal equity and behaviour,Vol. 39 no. (12), pp.1539-1558. Mitchell, O, Wilson, DB, Eggers, A. MacKenzie, DL 2012, Assessing the adequacy of Drug Courts s on recidivism: A meta-investigative survey of customary and non-conventional Drug Courts s.Journal of Criminal Justice,Vol. 40 no. (1), pp.60-71. Sheidow, AJ, Jayawardhana, J, Bradford, WD, Henggeler, SW and Shapiro, SB, 2012. Cash matters: Cost-adequacy of Juvenile Drug Courts with and without proof based treatments.Journal of kid pre-adult substance abuse,Vol. 20 no. (1), pp.69-90.

Taming Of The Shrew Analysis Essay Example For Students

Subduing Of The Shrew Analysis Essay The Taming of the Shrew: Appearance Versus RealityHave you at any point been hit in the crotch and had somebody there chuckling at you? This paper isn't about that. It is about how Shakespeare utilizes a wide range of signs to create appearance versus reality. Three of them are characters, imagery, and plot. I will clarify how he utilizes these things to present and keep up the appearance versus reality topic. One way Shakespeare does this is with the characters. He does this by having them continually misdirecting each other. Everybody switches places or camouflages themselves to accomplish an objective. In act one, scene one, Lucentio is going to mask himself as a teacher so as to win over Bianca while his hireling Tranio has his spot. I am substance to be Lucentio, in light of the fact that I love so well Lucentio(1.1.222-223). Tranio answered to Lucentio when advised to oblige the plan. Shakespeare at that point utilizes Tranio (as Lucentio), to double cross a guiltless trader. He at that point utilizes him for the genuine Lucentios individual increase. He devises a bogus story of how the dealer will most likely be executed on the off chance that anybody knows where he is from. His bogus story is the accompanying: ‘Tis demise for anybody in Mantua to come to Padua. Know you not the reason? Your boats are remained at Venice, and the Duke, For private squabble ‘twixt your duk e and him. Hath distributed and announced it straightforwardly. Tis wonder, yet that you are nevertheless recently come, You may have heard it else announced about (4.2.86-92.). Tranio later contends how he can spare the keeps an eye on life:To spare your life in this furthest point, This kindness I will accomplish for his Vincentio, Lucentios father purpose (And think it not the most exceedingly terrible of every one of your fortunes that you resemble Sir Vincentio): His name and credit will you embrace, And in my home you will be amicable held up (4,2,107-113,).Shakespeare utilizations this to show that the characters will go to any lengths to get what they need. Imagery, in The Taming of the Shrew, is oftentimes utilized. Shakespeare utilizes an assortment of things that represent a certain something or another.In act three, scene two, Petruchio is late for his own wedding to Katherine. The garments that he wears are wrong and his pony is that of a beggar. To me shes wedded, not unto my garments (3.2.119). Petruchio does this to demonstrate a point. The apparel that he wears is live evidence that you ought not pass judgment flippantly. The plot of The Taming of the Shrew is, is the most ideal way that Shakespeare shows appearance versus reality. He fills the play with trickiness and guile, humor, and a scramble of dramatization. Petruchio is constrained to wed Kate. In doing as such, he misleads her dad Babtista so that Kate will in reality become his significant other and he, thusly, will get rich. ‘Tis bartered ‘twixt us ‘twain, being distant from everyone else, that she will at present be curst in organization (2.1.323-324). Petruchio does as such as that his arrangement won't reverse discharge in his face, and uncovers his actual aims. Shakespeare fairly changes Katherines character a brief time after she weds Petruchio. She appears to have lost whatever it was she had that made her such a revile. Her mentality extraordinarily changes towards Petruchio when she goes gaga for him. After Petruchio welcomes her to a kiss she addresses him. A while later, she has this to state. Nay, I will give thee a kiss. Presently ask thee, love, remain (5.2.153-154). At the point when she understands what a genuine noble man Petruchio is, she becomes hopelessly enamored with the possibility that he approached her for the kiss, as they live in a general public where men do as they wish and the lady doesn't make a difference. In fulfillment, Shakespeare is a virtuoso. He imaginatively and extravagantly weaves the appearance versus reality topic with his characters, imagery, and plot. To cite Barrie Keeffe, I compose plays for individuals who wouldnt be seen dead in the theater.I feel that Shakespeare did likewise. He composed plays i n manners that the normal individual would comprehend, albeit written in early English. I have extraordinary regard for a man, that in spite of his popularity, despite everything composes for everybody and not simply the savvy person.

Friday, August 21, 2020

Butler Lumber Essay Example

Head servant Lumber Paper Why has Butler Lumber obtained expanding sums in spite of its steady benefit? How has Mr.. Head servant met the financing needs of the organization during the period 1 988 through 1 990? (It is useful to build up an income examination (use versus.. Source) and the income explanation dependent on the pay articulation and the accounting report gave for the situation to the time of 1988 to 1990. Through the time of 1988 to 1 990 Mark Butler has addressed the necessities of financing through diminishing the measure of money the organization conveys, by expanding bank credits, by expanding the size of records payable, and via conveying net gain over into held income. The requirements of this money was produced by the credit to Mr.. Unmistakable as M. B. Required this cash to purchase out Mr.. Starks share in the organization, an expansion in debt claim, an expansion in inventories, and an expansion in fixed resources. Working capital ended up making up an utilization Of 68% during the yea rs 1 988 to 1990. The purchase out of Mr.. Distinct made up 22% of the utilization of money. Source monetary certificate payable 49%, exchanging credit 28%, held income 16%. All things considered Mr.. Steward has been utilizing an inappropriate kind of financing to raise reserves. If you somehow happened to make an examination with respect to how Mr.. Head servant has been producing reserves so far it would resemble financing a home loan with a Mastercard. 2. Has the budgetary quality of Butler Lumber improved or crumbled? The proportions show that the quality of Butler Lumber is gradually falling apart. Their present proportion has been gradually going down from 1. To 1 2, if this proceeds with it might be an issue frequently until Butler Lumber will not, at this point have the option to cover their present liabilities with their present resources. Alongside this the organization is developing increasingly more utilized from 54. 5% in 1988 to 71. % in 1992. As their working capital diminished during that time and into the projection BAL normal installment period is expanding from 35 days to 47 days. It won't be long until their sellers become worn out on the moderate installments, also the way that BAL isn't exploiting the merchants 2% markdown by paying in ten days from the buy. We will compose a custom article test on Butler Lumber explicitly for you for just $16.38 $13.9/page Request now We will compose a custom article test on Butler Lumber explicitly for you FOR ONLY $16.38 $13.9/page Recruit Writer We will compose a custom article test on Butler Lumber explicitly for you FOR ONLY $16.38 $13.9/page Recruit Writer Favor times premium earned is becoming littler moreover. In 1988 Bless TIE figure was 3. 8 yet now the evaluated figure for 1992 is 1. 9. This implies Bless BIT is getting progressively lower comparative with the intrigue that they should pay out on credits. . Does quick deals development consistently bring about a requirement for generous outer fund? (Insights: test resource the executives, does the effectiveness of utilizing resources at Butler line up with its quick deals development? ) For this situation MBA required a credit to purchase out Mr.. Starks intrigue so that in itself caused a requirement for outer financing. For the most part when organizations experience fast deals development they do require generous outer financing. As deals increment records, for example, A/P, A/R, and stock consistently increment additionally, which makes an interest for additional assets, for example in net working capital. This is required so the business can work easily, cause their installments on schedule, to ingest increments in collected costs, and address the issues of innumerable different needs of money that join increments in deals. The speed at which deals are developing is the motivation behind why an organization needs outside financing, expecting that the organization doesnt have a rich uncle with 4. How alluring is it to take the exchange limits? A 2% percent markdown will bring about a reserve funds of $41000 in 1991 and $60,000 in 1 992, which will build total compensation fundamentally to 58,000 out of 1991 and $73,000 in 1992. The expanded investment funds in total compensation will appear in held income and will give a wellspring of money to the coming year which will thusly decrease the measure of outer financing that the organization needs. The yearly expense of not taking this rebate works out to be 20% Once again this shows Mr.. Head servant isn't utilizing the best wellspring of financing since he could apply for a line of credit at a much lower pace important to cover his tabs in 10 days and spare a lot of cash. 5. Do you concur with Mr.. Stewards gauge of the companys advance prerequisites? That is, will a credit line of $465,000 be adequate to meet the Meanys needs past 1 991 on the off chance that it takes the exchange limits? How much will Mr.. Steward need to fund the normal extension in deals to $3. 6 million out of 1991 and to take all exchange limits? (Create anticipated salary explanation and monetary record, and afterward gauge the budgetary needs. ) If MBA takes the 465,000 credit extension and doesn't take the exchange markdown he will have the option to work during that time of 1991 however he will require considerably more cash to proceed into 1992. By not taking the exchange rebate BAL won't be running productively and their present proportion will keep on deteriorating. On the off chance that Mr.. Head servant takes the exchange markdown the anticipated outer financing for 1991 is $666,000 so it appears that the 465 thousand credit extension won't be sufficient for BAL to keep encountering the quick development. 6. Would you, as Mr.. Avoid, consent to loan Butler the cash required? This is an intense call dependent on upon these numbers. It appears to be somewhat unsafe for the bank to stretch out this financing to BAL. I don't have industry figures or what the present home structure development is anticipated to be. It makes reference to in the book that MBA feels that regardless of whether home structure eases back private redesigning will keep on riving his deals. I imagine that Mr.. Evade ought to prescribe BAL to downsize deals development to a progressively reasonable rate. 33% deals development every year is high. History gives us development in light of current circumstances never proceeds with quite a long time after year. Also, development in light of present conditions for the most part causes monetary issues and lower chances for the companys endurance as time goes on. As things are going right now Mr.. Avoid presumably would not give this advance. 7. What are the options open to Mr.. Head servant if Mr.. Evade denies his solicitation for an expanded credit line?

Les Miserables :: essays research papers

Les Miserables, by Victor Hugo, begins with Valjean saying how he is 19 years of age and a criminal. The tale experiences as long as he can remember. It clarifies the numerous contentions he faces. In any case, basically it shows how he attempts to get away from his past during the French Revolution. Valjean was not a rich man. He took a bit of bread since he was eager. He got attempted and perpetrated as though he had done a significant wrongdoing and served 5 years in jail. He wound up completing 19 years of hard work since he had attempted to get away and fizzled. After he got out he had no where to go. An easy-going priest chose to take him in. He takes care of him and gives him garments and safe house. Much after all that the religious administrator has accomplished for him, Valjean takes flatware from the diocesan. When the religious administrator discovered it was him who had took it, the minister tells the police that he offered it to Valjean, so Valjean could get off. After this Valjean chooses to shape himself up. He offered the silver and moved to a town up north. He finds a new line of work and he attempts to begin an actual existence. In addition to the fact that he changed his name, however he turns into a changed individual also. He in the end becomes civic chairman of this town. Notwithstanding, his past comes to frequent him. A cop, which passes by the name of Javert, tailed him to this town. Javert blames another man for being the hoodlum, so Valjean, being a changed man, hands himself over to spare a guiltless man. In the long run, Valjean get away. At the point when he is out he meets this lady Fantine, who is a whore. She is extremely wiped out and Valjean helps nurture her. On her deathbed, Fantine solicits Valjean to take care from her girl who is currently possessed by a cash hungry family. Valjean concurs and gets her little girl, Cosette, from this family. He at that point takes her and the entirety of the cash he has left and escapes to Paris. The tale at that point moves to 9 years after the fact. This is during the French Revolution. Cosette is currently a youthful grown-up. She meets an understudy progressive named Marius. Javert, the cop, is trailing Marius. That brings Javert back on the path of Valjean. By and by, he can not get away from before. Cosette and Marius experience passionate feelings for and plan to marry. Les Miserables :: expositions look into papers Les Miserables, by Victor Hugo, begins with Valjean saying how he is 19 years of age and a criminal. The tale experiences as long as he can remember. It clarifies the numerous contentions he faces. Be that as it may, basically it shows how he attempts to get away from his past during the French Revolution. Valjean was not a well off man. He took a bit of bread since he was eager. He got attempted and carried out as though he had done a significant wrongdoing and served 5 years in jail. He wound up completing 19 years of hard work since he had attempted to get away and fizzled. After he got out he had no where to go. A generous diocesan chose to take him in. He takes care of him and gives him garments and haven. Considerably after all that the minister has accomplished for him, Valjean takes flatware from the religious administrator. When the minister discovered it was him who had took it, the diocesan tells the police that he offered it to Valjean, so Valjean could get off. After this Valjean chooses to shape himself up. He offered the silver and moved to a town up north. He finds a new line of work and he attempts to begin an actual existence. In addition to the fact that he changed his name, yet he turns into a changed individual also. He in the end becomes city hall leader of this town. In any case, his past comes to frequent him. A cop, which passes by the name of Javert, tailed him to this town. Javert blames another man for being the hoodlum, so Valjean, being a changed man, hands himself over to spare a guiltless man. In the long run, Valjean get away. At the point when he is out he meets this lady Fantine, who is a whore. She is extremely wiped out and Valjean helps nurture her. On her deathbed, Fantine solicits Valjean to take care from her little girl who is presently possessed by a cash hungry family. Valjean concurs and gets her little girl, Cosette, from this family. He at that point takes her and the entirety of the cash he has left and escapes to Paris. The tale at that point moves to 9 years after the fact. This is during the French Revolution. Cosette is currently a youthful grown-up. She meets an understudy progressive named Marius. Javert, the cop, is trailing Marius. That brings Javert back on the path of Valjean. By and by, he can not get away from quite a while ago. Cosette and Marius become hopelessly enamored and plan to marry.

Saturday, June 20, 2020

US News Top 25 Med Schools in Research and Primary Care

U.S. News released its graduate school rankings Tuesday. 130 med schools and 26 schools of osteopathic medicine (all fully accredited) were surveyed in late 2014 and early 2015. Of these schools, 116 provided adequate data for creating these rankings. Let’s take a look at the top 25 med schools in research and primary care†¦ 2016 Best Med Schools – Research 1. Harvard University 2. Stanford University 3. Johns Hopkins University (tie) 3.   UC San Francisco (tie) 5. UPenn Perelman 6. Washington University – St. Louis 7. Yale University 8. Columbia University (tie) 8. Duke University (tie) 10. Chicago Pritzker (tie) 10. Michigan – Ann arbor (tie) 10. University of Washington (tie) 13. UCLA Geffen 14. NYU (tie) 14. Vanderbilt University (tie) 16. University of Pittsburgh 17. UC San Diego 18. Cornell Weill 19. Northwestern Feinberg 20. Icahn School of Medicine at Mount Sinai 21. Baylor College of Medicine 22. UNC Chapel Hill 23. Emory University 24. Case Western Reserve University 25. University of Texas Southwestern Medical School 2016 Best Med Schools – Primary Care 1. University of Washington 2. UNC Chapel Hill 3. UC San Francisco 4. University of Nebraska Medical Center 5. Oregon Health and Science University (tie) 5. Michigan – Ann Arbor (tie) 7. UCLA Geffen 8. University of Colorado 9. University of Wisconsin – Madison 10. University of Minnesota 11. Baylor College of Medicine 12. Harvard University (tie) 12. MSU College of Osteopathic Medicine (tie) 12. UMass Worcester (tie) 12. UPenn Perelman (tie) 16. University of Iowa – Carver 17. University of Alabama – Birmingham (tie) 17. University of Texas Southwestern Medical Center (tie) 19. UC Davis (tie) 19. UC San Diego (tie) 19. Chicago Pritzker (tie) 19. University of Hawaii – Manoa – Burns (tie) 19. University of Pittsburgh (tie) 19. Washington University – St. Louis (tie) 25. East Carolina University – Brody You can read about U.S. News’ med school ranking methodology here. For perspective on the significance of these rankings, please see â€Å"Medical School Rankings: What Are They Worth?† Related Resources: †¢Ã‚  Navigating the Med School Maze †¢Ã‚  Medical School Admissions 2015-2016: A Dean’s Perspective †¢Ã‚  5 Questions to Help You Decide Where To Apply To Medical School

Friday, May 29, 2020

The masters thesis - Free Essay Example

Abstract This masters thesis concerns development of embedded control systems. Development process for embedded control systems involves several steps, such as control design, rapid prototyping, fixed-point implementation and hardware-in-the-loop-simulations. Another step, which Volvo is not currently using within climate control is on-line tuning. One reason for not using this technique today is that the available tools for this task (ATI Vision, INCA from ETAS or CalDesk from dSPACE) do not handle parameter dependencies in a satisfactory way. With these constraints of today, it is not possible to use online tuning and controller development process is more laborious and time consuming. The main task of this thesis is to solve the problem with parameter dependencies and to make online tuning possible. 1 INTRODUCTION 1.1 Background Volvo technology (VTEC) is an innovation company that provides expert functions and develops new technology for hard as well as soft products within the transport and vehicle industry. Among other things VTEC is working with embedded control systems. For one of the embedded control systems particularly Climate Control Module (CCM), VTEC is working with the whole chain. VTEC does this for Volvo Cars, Volvo Trucks, Volvo Construction Equipment, Renault Trucks and Land Rover. The work process for embedded control system developmet is typically as follows: Control Design Rapid Control Prototyping Fixed-Point Implementation Hardwar-In-the-Loop Simulation Online Tuning. It is an iterative process, but there is one problem for the last step, which limits the possibilities of working iteratively. Control design is typically made in MATLAB/Simulink and Fixed-Point implementation is typically made with a tool such as TargetLink. During these steps the parameters may be handled in an m-file. When going to the on-line tuning step however, the parameters are handled in a tool such as ATI Vision, INCA or CalDesk. Once you have taken this step the connection to the m-file is lost. Therefore the last step is somewhat of a one-way step. It is not completely impossible to go back to the earlier steps in the development chain, but the iterative process is not well supported by available on-line tuning tools of today. The following m-script instructions are examples of parameter dependencies that will cause the mentioned problems: Heating = [ -100, -20, 0, 20, 100 ]; BlowerHt = [ 12, 5, 4, 5, 10 ]; Blower_min = min[ BlowerHt]; Defrosting = [ 0, 20, 100 ]; BlowerDef = [ Blower_min, Blower_min, 10 ]; Using the above vectors in interpolation tables, one table with Heating as input vector and BlowerHt as output vector and another table with Defrosting as input vector and BlowerDef as output vector would cause problems during on-line tuning process. Three of the elements are meant to have identical values, but the tools, as it is today would allow them to be tuned individually. This is just one of many constructs, which may be very useful as long as you are in the MATLAB environment but causes problems during the on-line tuning process. 1.2 Goals and objectives The main goals of this masters thesis are: To investigate the problem of parameter dependencies. To find possible solutions. To make online tuning possible for dependency parameters in the development process of embedded control systems.. 2 BACKGROUND 2.1 EMBEDDED SYSTEMS 2.1.1 History of Embedded Systems In the era of earliest development of computers i.e. 1930-40s, generally computers were capable of doing a single task. Over time with the advancement in technology, traditional electromechanical sequencers presented the concept of programmable controllers using solid state devices. One of the first recognizably modern embedded systems was the Apollo Guidance Computer, developed by Charles Stark Draper at the MIT Instrumentation Laboratory.[1] After the early applications in 1960, the prices of embedded systems have come down and their processing power has been increased dramatically. A standard for programmable microcontrollers was released in 1978 by National Engineering Manufacturing Association. This standard was for almost any computer-based controllers for example event-based controllers and single board computers. When the production cost of microprocessors and microcontrollers fell, it became feasible to replace old, big and expensive components like potentiometers and varicaps with microprocessor read knobs. With the integration of microcontrollers, the application of embedded systems has further increased. The embedded systems are being used into areas where generally computers would not have been considered. Most of the complexity is contained within the microcontroller itself and very few additional components are needed. So because of this most effort is in software area.(last sentence is difficult to understand). 2.1.2 Common Characteristics Embedded Systems have several common characteristics. Uni-Functional: Embedded systems are usually designed to execute only one program but repeatedly. For example, an ordinary scientific calculator will always do only calculations. While on the other hand, a laptop computer can execute an enormous number of different programs, like web browsers, word processors, programming tools and video games. New programs or softwares are added very frequently. Tightly constrained: All computing systems have constraints on design metrics, but these constraints can be very tight for embedded systems. A design metric is defined as, a measure of an implementations features, such as cost, size, performance, and power. Embedded systems are often desired to cost just a few dollars, they must be designed for minimum size to fit on a single chip, they must be able to perform fast processing in order to process real-time data, and they must consume minimum power in order to extend battery life or may be to prevent the requirement of a cooling fan. Reactive and real-time: Many embedded systems should be able to continually react to changes in the systems environment. They must also compute certain results in real time without too much delay. For example, a cruise controller in cars have to monitor and react to speed and brake sensors continuously. It must compute acceleration or decelerations repeatedly within quite limited time; a delay in computation of results could result in a fatal failure to maintain control of the car. On the other hand, a desktop computer generally focuses on computations with comparatively infrequent reactions to input devices. In addition, a delay in those computations may perhaps be inconvenient to the user but that does not result in a system failure. 2.2 Model Based Design Model-Based design in short MBD is a mathematical and visual method of addressing problems associated with designing complex control systems. It is used in many industrial equipment designing, automotive and aerospace applications. Here in this thesis our focus is on climate control of new vehicles. This methodology is used in designing embedded software. Embedded software development consists of four steps: Modeling a plant. Analyzing and synthesizing a controller for the plant. Simulating the plant and controller. Integrating all these phases by developing the controller. Model-based design is quite different from the conventional designing method. In this methodology designer use continuous and discrete time building blocks instead of using long and complex software coding. This model based design enables designer to fast prototyping, testing and verification. Along with all these advantages, dynamic effects on the system can also be tested in hardware-in-the-loop (HIL) simulation mode. Some important steps in model-based design approach are: By choosing appropriate algorithm and acquisition of real-world system data, various types of simulations and analysis can be performed before producing a real controller. The model produced in step one is used to identify characteristics of the plant model. Then a controller can be made based on these characteristics. Using this model, the effect of time varying inputs can be analyzed. In this way the possible errors can be eliminated and it is very convenient to change and test any other parameters. Last step is deployment. Advantages of model based design compared with the conventional approach are as follows: Model based design provides common design environment which is important for development groups from the view point of general communication and specifically for data analysis and system verification. Model based design enable engineers to detect and correct errors in early phase of development. This is crucial point for minimizing time and financial impact of system. Model based design can be reused later for upgrading and for derivative systems which are capable to expand. 2.3 ECU DEVELOPMENT 2.3.1 Conventional Approach for ECU Development The conventional approach for electronic control unit, ECU, development is summarized in following four steps: Some experienced personal define the functions and system architecture and then the hardware engineer design the hardware circuit. Control engineer design the control algorithms and a programmer generate a handwritten code for that algorithms. Then these control algorithm program codes and hardware are integrated and tested by system engineer or maybe hardware engineer. Then on the engine test bench the complete system is tested. There are few problems with this conventional approach for ECU development. First and very major problem is that the hardware circuits are made before the confirmation of control rules and results. Only this factor adds a big risk in the process of ECU development. Secondly if some error is encountered during the program code testing, it is very difficult to judge whether the error is because of software codes or in the control algorithms. This programming of the control algorithm is itself a very time consuming process and it take additional time when some errors are encountered and the process of debugging. Since many people from different field of work are involved in this process so coordination between them also take time and it makes the development cost to increase. [2] Thats why the conventional development process can not satisfy the demand of modern age and its requirements. 2.3.2 Modern ECU Development On the bases of integrated development environment, the modern development of electronic control units can be efficiently completed and tested. Using model based simulation and hardware-in-the-loop simulation it is very easy and convenient to eliminate software errors and to modify the control algorithms. Due to this the development cost is reduced and development efficiency is improved. This modern development process is called V-cycle development process. This process is illustrated in Ffig. 1. (when you use figures from other publications, you have to get permission from the auther. It is not enough to put a reference) Fig. 1. The V-Cycle of model-based software development. [2] This process is summarized as follows: Using very sophisticated tools like MATLAB/Simulink/Stateflow and dSPACE TargetLink, the control algorithms are modeled. These control algorithms are confirmed using off-line simulations. The ANSI C code is produced using code generation tool. The one we are using is dSPACE TargetLink. The code produced in above step is compiled and downloaded into the control module and simulation is done in Hardware-in-the-loop mode, which confirms the credibility of the control algorithms. This tested program code of control algorithms is downloaded into the electronic control unit for further test and modification. Finally calibration of the whole control system is done. 2.4 Universal measurement and Calibration Protocol (XCP) XCP is a standardized and universally applicable protocol with much rationalization potential. It is not only used in ECU development, calibration and programming, it is also used to integrate any desired measurement equipment for prototype development, functional development with bypassing and at SIL(define) and HIL(define) test stands.[16] For calibration and measurements, it is common practice to connect electronic control units in a *CAN* network. For this purpose CAN calibration protocol is used extensively. With increasing demands of more sophisticated controllers, new electronic control units are becoming more and more complex and for that reason new networks are being developed such as, FlexRay, TTCAN etc.(give references) To meet the needs of new networks, the measurement and calibration protocol should be more generalized and flexible. This generalized and flexible protocol is XCP (Universal measurement and calibration protocol). XCP is independent of transport layers. So in XCP, X generalizes the various transport layers that * Details about CAN are provided in Appendix A. are used by the members of the protocol family e.g. [9] XCP on CAN XCP on FlexRay XCP on Ethernet XCP on USB and so on (you have to refere to each figure) Fig. 2. XCP support for different transport layers [10]. 3 PROBLEM INVESTIGATION This chapter will give answers to the following questions: What is parameter dependency problem? What is the effect of parameter dependency problem on tuning of embedded control systems? What are the difficulties to solve the problem at different platforms? Note: All examples used in this report are only for illustration purposes and are NOT the actual parameters used in climate control module of Volvo Cars and Volvo Trucks. 3.1 Complete process for developing embedded control systems The complete process for developing embedded control systems is illustrated in Ffig. 3. First step of this development process is to define parameters and that can be done in the m-file. These parameter values are loaded into MATLAB base workspace from where TargetLink/Simulink model fetches these values to simulate the process. After checking the simulation results and doing some modifications if required, C-code is generated by TargetLink. That C-code contains all the information about the control algorithm and input values. In the next step the auto-generated C-code is compiled using a Green Hills Suite. Fig. 3. Complete Production(rapid prototyping process?) Process. Green Hills software together with GNU Make and VBF converter is used to generate a map file and VBF file (Volvo Binary Format). This vbf file is downloaded in the embedded controller. The map file is used to generate A2L file using TargetLink. This A2L file is required by the calibration tool (for this project ATI VISION is used for calibration) and then using this calibration tool we can do parameters modifications in ECU. These modifications are also called tuning. 3.2 Parameter Dependency As all parameters are defined in a m-file, some parameters depend on the values of some other parameters. It may also be possible that the values obtained as a result of calculation between two or more parameters are used in the definition of other parameters. So, all those parameters which contain some other parameters or calculations of some other parameters in their definitions are called dependent parameters e.g. In above example parameters: Parameter 2 is dependent on parameter 1. Parameter 4 is dependent on parameter 2 and 3. Parameter 6 is dependent on parameter 2 and 3. 3.3 Reasons for introducing parameter dependencies Thinking of parameter dependencies a question may arise in minds that, Why do we need to introduce parameter dependencies at the first place? Answer to this question is that, when designing a control algorithm in a tool such as Simulink, it is convenient to use named parameters (variables) instead of hard coded numbers (constants). For instance, if the highest fan available corresponds to a voltage of 13.5V. Designer may want to have a parameter for this, so that instead of using the value 13.5 at many instances of algorithm, the name of parameter specified for that value can be used. If one day that hardware is needed to be changed and for new hardware 13.4V is the maximum that can be used for highest fan level, then it is easier to change one parameter value rather than changing many hard coded values at different instances. Sometimes it is good to have one parameter depending on another. For instance in a look-up table, there are several values in each vector and these values may depend on other parameters. It would be rather limiting if a vector or a matrix could only contains hard coded numbers. So, the use of dependent parameters helps keeping a good structure in the algorithm. It makes easier to work with the parameters. 3.4 Statistics about parameter dependency There are quite significant numbers of parameters which are dependent on other parameters. For instance in Climate Control P3, total number of parameters is 1618 out of which 227 parameters are dependent on other parameters and 1391 parameters are independent. We call independent parameters as Base Parameters. Fig.4 Percent of Dependent parameters 3.5 Parameter dependency problem in development process To analyze the problem of parameter dependency, lets walk through the development process of embedded control systems and find out what exactly is the problem with parameter dependencies. As the process starts with parameter definitions in m-file, so the investigation starts from m-file, see Fig. 5.. To visualize this process, an illustration with an example of parameter with dependencies in its definition is shown as follows: Fig.5. Example of parameter definition in m-file. After defining all parameters, the m-file is run in MATLAB. In this step all the values of dependency parameters are evaluated by MATLAB and are loaded into MATLAB base workspace. Precisely during this loading process the dependencies are replaced by their values and any information about the relation of a parameter with dependency parameter is lost. Fig.6. Dependency loss in MATLAB base workspace. As now the dependency information is lost, so this loss will propagate through all the further steps, for example in C-code generation, A2L file and in strategy(?) file. Following F fig 7. shows that the propagation of dependency information loss. So in C-code there is no information with the help of which we can trace dependency parameters. Fig.7 Propagation of dependency loss from MATLAB to C-code. 3.6 Effect of parameter dependencies on development process The problem caused by parameter dependencies comes to the surface during the calibration step. During calibration the values of parameters are tuned. When the information of parameter dependencies is lost, then we have to tune each parameter value individually. This is shown in the Ffollowing fig 8. Fig.8. Effect of dependency loss on development process. So if a parameter is used, for instance, in the definitions of five different parameters, then we have to tune the value of that parameter at those five locations individually. If there is any calculation involved in any parameter definition, then we must do it manually and update the value. This process of changing values manually is very time consuming and error prone. There is another possibility that to avoid doing these calculations and tuning parameter values individually. We can change the parameter values in the original m-file, where we have all parameter definitions and repeat the complete process again. This is very laborious work and it also takes a lot of time, so this possibility is not so feasible. 4 POSSIBLE SOLUTIONS As the complete process for developing embedded controllers is a multistage process and it depends on four highly sophisticated software platforms. So there can be different approaches to solve the dependency information loss. Following are the possible platforms for doing modifications in order to handle the dependency loss problem. MATLAB TargetLink model C-code Calibration tool Separate windows application Following is the in depth analysis of above mentioned platforms and possibility of finding a feasible solution. 4.1 Parameter dependencies and MATLAB When m-script, containing all parameter definitions, is run in MATLAB, all parameter values are evaluated and stored in MATLAB base workspace. Right at this first step dependency information in m-script is lost. The Rreason of this loss is that MATLAB base workspace support values belonging to only one class type. That can be char, double, struct or any other class but the values can not belong to a mixture of two or more class types, i.e., values cannot consist of two elements of an array belonging to char class and other elements of array belonging to double class.(I guess that a struct can consist of chars as well of doubles) Fig.9. Supported Class types in MATLAB base workspace. In our case of parameter dependency for example, we have an array of eighth elements. Second element and eighth element of our example array are names of some other parameters, so these names belongs to char class and rest of elements of that array are numerical values belonging to double class. So MATLAB evaluates the values of dependency parameters and replace all names with their corresponding values and our dependency information is lost. Although there is a function in MATLAB called eval and this function can be used instead of dependency parameter name but this does not solve our problem because this function will evaluate the values of those parameters and eventually its the value of parameter which is updated in the base workspace and dependency information is still filtered out. Moral of the story is that we can not do anything in MATLAB to save our dependency information until unless MathWorks do some changes in MATLAB so that base workspace would be able to support values belonging to different classes in same definition. 4.2 Parameter dependencies and TargetLink In TargetLink we can use custom lookup tables and we can include custom code. Let us suppose for a moment that by adding these custom lookup tables and using some extra blocks we manage to introduce lost dependency information in TargetLink model. But when TargetLink will generate C-code, most probably it will evaluate all those values and resulting values will be included in C-code. There are two reasons for this behavior of TargetLink: First reason is that, TargetLink work inside MATLAB so all the calculations are done in MATLAB and we face the same problem as described previously. Second reason is that, dSPACE claims that TargetLink generates C-code in the most efficient way, because this C-code is flashed into controller in binary format, so it is the maximum effort of TargetLink to keep C-code as small as possible because of the limited memory of ECU and demand of high operational speed. So TargetLink does not generate extra variables and pointer in C-code until unless some significant changes are done in TargetLink by dSPACE. 4.3 Parameter dependencies and C-code C-code generated by TargetLink can be modified and it is possible to add any kind of extra information but there are two reasons which make this possibility impracticable. First reason is that, this C-code will be flashed into ECU and there is very limited memory in the control unit and bigger C-code will result into a less efficient embedded controller. Second reason which makes this possibility impracticable is that. iIt requires a lot of manual labor every time we change something. This is also error prone. 4.4 Parameter dependencies and Calibration tool In calibration tool like ATI VISION, there is an option to use script written in Vision scripting language or in Visual basic. Instead of doing manual calibration we can automate calibration using the script. In our case, we have matrices with dependencies. So in order to do calibration using thescripting option we have to write function for doing matrix calculations and then that script must be able to evaluate dependencies according to new values. So this option is not so feasible. 4.5 Separate windows application After analyzing all possibilities only one option is left. That is to develop a separate windows application which will extract dependency information from m-script, calculate the values of dependency parameters according to the values tuned in calibration tool and will implement those new values of dependencies back in calibration tool. 5 SELECTED SOLUTION After analysis of all possible solutions, it is deducted that the most feasible solution to the dependency loss problem is a separate windows application which: Extracts dependency information from m-file. Gets tuned parameter values from calibration tool. Calculates all values corresponding to those tuned parameter values. And implements updated values of dependency parameters back in calibration tool. 5.1 Reasons for selecting this solution Among other solutions we have selected development of separate windows application, as a feasible solution. Major reasons for selecting this solution are as follows: Selected solution which is developing a separate windows application does not need any modification of present softwares. This solution is fast, no extra licenses are required for this and it works just according to our requirements. If we choose any solution which includes modification in software tools, then that involves the involvement of tool makers. That process of convincing toolmakers to modify their software according to our requirements and if they agree then the process of developing and releasing new version of software may take very long time. Tool makers would charge a great sum of money to make specified changes or for making an add-on application for the softwares. 5.2 Overview of solution The solution is an application named Dependency Calibrator. It works in two steps. In the first step the m-file is parsed and the information of dependency parameter along with their location in parent parameter areis extracted and rearranged in a way that it can be used in the second step that is calibration. During the second part of the process, first of all the application will import data from VISION so that if user has tuned any value in calibration tool, that data will be updated in MATLAB and then the application will do calculations in MATLAB after that new values obtained as a result of those calculation will be updated again back to VISION. This cyclic process from VISION to MATLAB and back to VISION will update parameter values. If user has changed values which was used by other parameters, those new values will be updated on all locations where they are used. This is shown in the following figFig. 10.. Fig. 10. Overview of solution. The application Dependency Calibrator is divided into two parts. Parser Calibrator Detailed explanation of how this application isn working is as follows. 5.3 Required Softwares Parser works without any requirement of external software but in order to run Calibrator following softwares must be installed on your system: MATLAB R2007b ATI VISION 3.5.3 MATLAB is automatically launched by the application but make sure to launch ATI VISION before you use Calibrator part of Dependency Calibrator application. 5.4 Project file Project file is a key to control the Dependency Calibrator application. Instead of using hard coded paths for different files used in this application, an option is given to the users to select their desired locations. These locations can be specified in a separate file which is named as project file. In this project file the instructions can be given after certain tags. One must be very careful because these tags should not be altered. While user inputs can be given after the symbol @. Dependency Calibrator application is in fact capable of handling multiple m-files and multiple c-files. Directory path for these files can be specifies in project file. Project file contains following tags: VISIONs Device Name @ : After this tag, name of the hardware device which is used in the VISION device tree, should be given. For example, VISIONs Device Name @ PCM Or VISIONs Device Name @ CCM Path of m File @ : After this tag the full path for m-file should be given. If number of m-files is more than one, then this tag followed by file path of those m-files should be given on a new line. Parser will read all these files and will merge them into one file. For example, Path of m File @ C:FolderNamesubFolderFile_Name.m Path of m File @ C:FolderName2subFolder2File_Name2.m Root directory for c files @ : In general practice c files can be generated in different folders but their root directory remains same. So in order to avoid repeating same address and to minimize the chances of error this tag is introduced in project file. So after this tag path of root directory for c files should be specified. Please note that there should be no at the end of root directory path. For example: Root directory for c files @ D:ABC_XYZsubFoldersubSub Folders containing c-files @: After this tag the names of folders which contain c files should be specified. If there are more than one folder containing c files then those folders names should be added after a comma ,. The parser will then search these folders for all c files contained in them. For example: Folders containing c-files @ FolderMedCfiles,subFoldercFolder Root Output Directory @: This tag should be followed by the path for required location where the user wants the application to generate all files. For example: Root Output Directory @ C: Extra File for calibrating non-calibratable parameters @: After this tag, there should be the path for the file containing names of those parameters which are not calibratable but they are desired to be calibrated in VISION. Those names should be exactly the same as defined in m-file, followed by underscore _ and followed by any desired word or character. For example: Extra File for calibrating non-calibratable parameters @ C:ExtraParNames.txt 5.5 Parser The F first part of the complete dependency calibration process is the parser. When Parser is executed, a window appears showing two options, Load Project File and Parse. It is required to load the project file before hitting the Parse button. Once the project file is loaded, the parser will have all the information to start parsing. Parser application is shown in following fig. Fig.11 Parser application There are six operations done by Parser on input m-file(s) and c-file(s) which are explained as follows. 5.5.1 Comments Removal First operation done by parser on m-script is comment removal. It removes all the comments from m-file(s). Some comments start from the beginning of line and other are at the end of parameter definitions. If there is more than one m-files, then all those files will be merged into one file as a result of this step. The output file produced in this step will be without any comment. The reason for removing comments is that, in next steps we have to convert multiple line parameter definitions to single line. For that it is required that there must be no comments. Second reason is that some comments contain the same structure as the parameter definitions, in fact those are old values of the same parameters. So in order to minimize any possibility of error, we have to remove comments. After removing comments, the parser also removes empty lines and extra white space inside the parameter definitions. 5.5.2 Multiple line parameter definitions to single line It is required that all parameter definitions should be single lined. There are two reasons for this operation on parameter definitions. First reason is that parser is reading complete file line by line, so it is important to read the complete information about a parameter in one step. Secondly we have to separate all dependencies present in parameter definitions. It is also possible to read multiple lines but in doing that we face big problem of setting a new line record (in programming record is a tag which tells about the end of line by default it is n) which tell the parser that current parameter is finished here and new parameter definition has started. In that case we must add any symbol or specific number of white space or something like that which must repeat after each parameter definition. In our case there is no such pattern repeating periodically and symmetrically in the m-file and it is not practical to modify all m-files by putting a symbol after each parameter. So, this parser application handles this problem by converting all parameter definitions into single line definitions. 5.5.3 Separating parameters with dependencies Up till this point all parameter definitions are converted into single line definitions and all comments are removed from the m-file(s). Next step in the parsing process is separating those parameters which are dependent on some other parameters. This goal is achieved by using regular expressions. The regular expression searches for any parameter name in the parameter definitions and if there is any parameter name found in the definition, it saves that parameter in a separate file. After this step we have all parameters with dependencies filtered out in a separate file. 5.5.4 Position of dependencies in a parameter definition Going one step ahead, now we have to parse each parameter to find where exactly the dependency lies. So this is a very crucial moment in the whole parsing process. According to our m-file there can be three major groups of parameters. Complete dependency Dependency in an array or vector Dependency in a matrix Complete dependency can be defined as, when whole parameter definitions depends on some other parameter or some calculations of other parameters. e.g., Max_Fan = max(Maximum_Fan_Speed_Mode4); Dependency in an array or vector can be defined as if there is some element of array or vector depending on other parameter or some parameter calculations. In this case we have to know, where precisely the dependency lies in that array or vector. For example: VentFan_Speed = [0, Min_Fan_Speed, 30, 45, 110, Max_Fan]; In this example, VentFan_Speed is dependent on Min_Fan_Speed which is 2nd element and Max_Fan which is 6th element. Third group of parameters can be dependencies in a matrix. This is even more complicated because in this case we have to keep track of two things, column index and row index. The output of this step is according to following format. Keyword; Parameter Name; Dependency Name; X-Offset; Y-Offset; So this format is a semicolon separated string in which: Keyword: can be any word but in our case it is defined as Parameter. The sole purpose of this keyword is to distinguish this string from any other information in the file that can be comments or some other information. So to be sure that this is the information of parameter dependency it must start with the specific keyword. Parameter name: represents the actual name of parameter which has dependency in its definition. Dependency name: is the name of parameters on whicth the parent parameter is depending on. This can be only name of other parameter or it can be the result of some calculation of other parameters. X-Offset: In case of a 1D array or a vector X-Offset will be the location of dependency i.e. the number or element in the array. In case of a matrix X-Offset is column index of the dependency element. Y-Offset: In case of 1D array or vector y-Offset will always remain y. This indicates that the respective parameter is a vector. In case of 2D array and matrices Y-Offset indicates the row index of the dependency element. Zero based indexing is used in this format for X and Y-Offset. When the value of both X-Offset and Y-Offset is d, that means the complete definition of that parameter is a dependency. This conversion of parameter dependency information from MATLAB format to new format is shown in following figFig. 12. Fig. 12. Extracted parameter dependency information. 5.5.5 C-code parsing In the previous step we have generated the file which contains information about the parameter name, dependency name and the location of dependency in parameter definition. The problem here is that in the calibration tool, the names of parameters are not the same as were defined in the m-script. These names are changed by adding different tags during the C-code generation in TargetLink. So in order to find the respective parameter names we need to parse C-code. The good news here is that TargetLink only change the actual names according to a certain pattern which can be selected and modified in the TargetLink model. So according to that pattern we can extract the corresponding names of parameters. 5.5.6 Replacing parameter names At this step we have dependency information of parameters from m-script and we have their corresponding names in C-code which can be found in calibration tool. In this step parser will replace the names of parameters as defined in m-script with their corresponding C-code names. The output of this final step of parsing is ready to be used for calibration process. These new parameter names are the same as defined in the strategy file of ATI VISION. So in the file generated in this step we have all information of dependency parameters and their positions in the definitions of parent parameters. After completing this process the application will show a message informing about completion of the parsing process. By clicking OK this application will exit. 5.6 Calibrator Second part of the dependency calibration process is another application which is interfaced with MATLAB and ATI VISION. Make sure that before running Calibrator a project is open in VISION otherwise the application will display an error message. Calibrator is shown in the following figFig. 13.. Fig.13 Calibrator application If a vision project is open a calibration application is run then, at the start window two options are shown. Load project file Calibrate It is required to first load the same project file that is used for parser. Completion of this operation will be confirmed by displaying a message box. After this, the calibrator has got all information required to run and it is ok to press Calibrate button.ÂÂ ­ When calibrate button is pressed the application export parameter values tuned in VISION to MATLAB and update corresponding parameters in MATLAB base workspace. If the value which is tuned belongs to dependency parameter then all the parameters depending on that value will be updated according to their relation defined in m-file. After updating all parameter values, those values are sent back to VISION at their appropriate locations and in this way we get our desired results. Detailed explanation of how this happens is as follows. For explanation we further divide calibrator into two parts, Parameter values from VISION to MATLAB Parameter values from MATLAB back to VISION 5.6.1 Parameter values from VISION to MATLAB In this step the application will use MATLAB and ATI VISION as COM servers. When MATLAB is invoked as a COM server, it looks like as in Ffig.14. Original m-file which contains all the parameter definitions is required in this step. The path for that m-file is specified in the project file. The application commands the MATLAB server to change the current directory of MATLAB to the root directory of the specified file. After that it runs the m-file and that all parameter definitions are loaded in MATLAB base workspace. Now to find out which parameters may be tuned in calibration tool, it is required to look into C-code generated by TargetLink for the variables belonging to the variable class CAL. Type of variable class for any variable can be changed from Data Dictionary of TargetLink. Fig. 14 MATLAB invoked as COM server. As this information is saved into a file during parsing, so the application will get this information from that file. When the values of these calibratable parameters are tuned in VISION, the application gets these new values for updating them in MATLAB. But the parameter names in MATLAB are different. So the application will translate the names. The program now knows the names of parameters as defined in m-file and their corresponding names in VISION. To read the values of calibrated parameters from VISION, first of all the application will check the data type of those parameters, whether they are scalar, 1D array, 2D array, 2D table or 3D table. The method for getting values of parameters belonging to different data type is different. Once the data item type is know the program will send that parameter information to its respective method. For a scalar the actual value of that scalar in VISION is transferred to MATLAB. For a 1D array the actual values of Y-axis are transferred to MATLAB, because in case if 1D array x-axis values are just the index number. For a 2D array the actual values of z-axis are transferred to MATLAB. For a 2D table, actual values of y-axis are the concerned values. For a 3D table, the actual values of z-axis are transferred to MATLAB, because on x-axis and y-axis the actual values belong to some other parameters which are generally 1D array and are handled separately under DataItemType1DArray. After doing this process the program will run the file containing parameter dependency information. This file was generated during the parsing process. According to this file all dependency parameters are updated with new values got from VISION. Now, as all dependency parameter values are updated so, program will save all this information in a mat file which is named as calibration. mat. This file is a binary file and all information present in the MATLAB base workspace is saved in it. At this point the process of updating parameter values from VISION to MATLAB is completed and the next step is to update all the changes caused by changing the values of parameters which are dependent. Here another very important point is that if a value is changed in VISION and that value actually was a dependency then, according to the requirement that the value must not be allowed to change until the change is made in the base parameter value. This calibration application does exactly that. Tuning of independent parameters is not affected by the application. 5.6.2 Parameter values from MATLAB to VISION Now coming to the second part of calibrator, it is now required that the values of all parameter dependencies should be updated back in VISION. For this purpose the application will load the calibration.mat file that was saved with new values in previous step. Another file required by this part is the final output file obtained in the parsing process. According to that file the program will find the name of a parameter as it is in the calibration file. The program will find the value of dependency parameters from the mat file in MATLAB and it also has the information about the location of the dependency in the parameter definition, so it will update the corresponding value of dependency in VISION. To update the value of dependency at the right location the program will first check the data type of the parameter and according to the data item type it will send the information to the appropriate method. That method will check first that if the dependency is a part of array or a matrix or is it some resultant value of calculation between some other parameters. So according to that information the program will do all required calculation in MATLAB and then import the value to the right place in the ATI VISION. When all the values are updated it will show the message that the values are updated and if there is any parameter that did not belong to variable class CAL, the program will show all these parameters with warning in a list box. This process is iterative and it can be repeated as many times as the user wants. When all the parameters are calibrated then this application can be closed. By closing the application, the command window of MATLAB, which was opened as a COM server, will also be closed. This process of updating the parameter values can be monitored in VISION using screen window and control items. 5.7 Calibration of non-calibratable parameters In the system there can be some parameters which are used indirectly. Indirectly means their values are used in some other parameters but they them self are not used anywhere in the TargetLink model due to which they can never appear in the C-code and as a result those parameters are not available in the calibration tool for tuning. The application Dependency Calibrator handles this kind of parameters as well. For tuning these parameters we can create new data item in calibration tool and then add names of those data items into a text file. Path of this text file should also be specified in the Project File after the tag Extra File for calibrating non-calibratable parameters. For creating new data item in ATI VISION, go to Data Item Manager. In DataItemGroups go to device name e.g. CCM. Open the Characteristics folder and click on Values. The window on the right side of this panel will display different data items and some other information about those data items. In this window by right clicking and then selecting New will show a dialog box titled as Select Data Item Type. Now select the type of data item according to the type of parameter. After selecting data item type, a dialog will appear asking the name of parameter. The name of data item should be selected as, actual name of parameter as defined in m-file followed by an underscore _ and some other name according to your wish. By choosing this kind of name, the data item will be connected to the original parameter as defined in m-file. After that a dialog will appear showing the properties of that data item. Make sure that the Base address of this data item does not coincide with the base address of any other predefined data item. Memory type should be selected to RAM [adjust and monitor], then you will be able to change the value(s) of this data item. After doing all these adjustments, click Apply and then click OK. By following this procedure a new data item is created which was not calibratable by default, but now this parameter can also be tuned in the calibration tool. 5.8 Dependency Calibrator in a Nutshell All the steps of Dependency Calibrator are summarized and depicted in the following fig.(Add figure text) 6 RESULTS (As I understand, you here show that one example seems to work, that is good for pedagogic reason. I think you have to tell something whether you have verified the functionality in some other more rigorous way. One way could be that you document a reasonable large set of examples. Another way can be that you let an experienced engineer try to use your application and document his judgment.) Results of this project are demonstrated with the help of an example of somefew parameters which contain dependencies. Following graphs are made in ATI VISION using control objects in Screen file. Graphs in fig.15 show the values of parameters before tuning. So here it is required that if we tune any parameter value on which other parameters are dependent, then all the value of that dependency parameter should be changed at all instances where that dependency is used. In this example there are two parameters on which values of some other parameters are dependent, we call these two parameters as base parameters which are as follows: Minimum_Fan_Speed = 16; Maximum_Fan_Speed_Mode4 = [114 133 144 151 168 173]; Fig.15. Values of parameters before calibration. The parameter values to notice are outlined with red blocks. Now when we tune the values of base parameters, the application will change these values at all instances where they are used as dependencies. New values of base parameters are as follows, Minimum_Fan_Speed = 20; Maximum_Fan_Speed_Mode4 = [114 133 144 151 176 173]; Now as, Max_Fan = max(Maximum_Fan_Speed_Mode4) So the value of Max_Fan will become 176 according to the changed value of Maximum_Fan_Speed_Mode4 The calibrator application will update these new values of Minimum_Fan_Speed (i.e. 20) and Max_Fan (i.e. 176) in all other parameters. Updated values are shown in the following fig.(number) Fig.16. Values of parameters after calibration Changed values are outlined with red blocks. 7 CONCLUSION This thesis report concludes that the application Dependency Calibration handles the parameter dependencies quite efficiently. The fact that all calculations are done in MATLAB makes it possible that all kind of parameter operations which are supported by MATLAB are also supported by this application and we can use the capabilities of TargetLink/Simulink model to the maximum extent. So this application contributes to following: Makes online calibration possible for dependency parameters. Less error prone. Is efficient and saves valuable time. Requires minimal manual labor. 8 FUTURE WORK Current application saves updated parameter values in a .mat file which is a binary file. The application does not write or update parameter values in the original m-file. Future work related to this project can be developing a text editor application specifically for updating m-file. That application should save old parameter values by commenting it and then write a new parameter with updated values. This may also be achieved by using new MATLAB Editor API, available in MATLAB 2010a which is expected to be released in March 2010. This new MATLAB Editor API provides programmatic control over opening and saving files, navigating and modifying file contents, and querying file properties [12]. REFERENCES(are all references refered to?) Embedded Systems [Online]. Available: https://en.wikipedia.org/wiki/Embedded_system#History [Accessed: Sep. 14, 2009]. Yu Shitao, Zhou Xingli, Yang Lin, Gong Yuanming, and Zhuo Bin, Study on the model-based development approach for the electronically controlled system of a high-pressure common-rail diesel engine, Journal of Automobile Engineering, vol. 220, no. 3, pp. 359-366, 2006. Bosch (1991) CAN- specification 2.0. Germany: Bosch CAN specifications [Online]. Available: https://www.specifications.nl/can/protocol/can_UK_protocol.php [Accessed: Sep. 24,2009]. press_release_targetlink_3_0_dsapce_july2008.zip Available: https://www.dspace.de/ww/en/pub/home/company/dspace_pressroom/press/targetlink_3_0.cfm [Accessed: Sep. 25,2009] ATI VISION User Reference Manual GNU Make manual [Online]. Available: https://www.gnu.org/software/make/manual/html_node/index.html [Accessed]: Sep. 24,2009 BL51 Users Guide [Online]. Available: https://www.keil.com/support/man/docs/bl51/bl51_ln_mapfile.htm [Accessed: Sep. 24,2009] ASAM e.V. (2003) XCP version 1.0 The Universal Measurement and Calibration Protocol Family XCP: The Universal Measurement and Calibration Protocol Family [Online]. Available: https://www.vector.com/vi_xcp_layers_en,,223.html [Accessed: Dec. 11,2009] PÃÆ'Â ¤r EnstrÃÆ'Â ¶m and Erik SvebÃÆ'Â ¤ck, Road Vehicle Diagnostic using Bluetooth, LuleÃÆ'Â ¥ University of Technology. MATLAB Simulink Release Notes for R2010a [Online]. Available: https://www.mathworks.com/access/helpdesk/help/pdf_doc/matlab/relnotes_pr.pdf [Accessed: Jan. 04,2010] ATI VISION Calibration Data Acquisition Software [Online]. Available: https://www.accuratetechnologies.com/images/stories/product-datasheets/vision%20software%20web.pdf [Accessed: Jan. 08,2010] ETAS Catalog 2008/09 Chapter 7: Measurement, Calibration and Diagnostic Tools [Online]. Available: https://www.etas.com/en/products/download_center.php?entrylist=4609fileID=4610 [Accessed: Jan. 07,2010] CalDesk Universal tool for measurement, calibration, and diagnostics [Online]. Available: https://www.dspaceinc.com/shared/data/pdf/catalog2009/CalDesk_ebook.pdf [Accessed: Jan. 07,2010] XCP at the Focal Point of Measurement and Calibration Applications [Online]. Available: https://www.vector.com/portal/medien/cmc/press/PMC/XCP_UseCases_ElektronikAutomotive_200705_PressArticle_EN.pdf [Accessed: Jan 11,2010] APPENDIX Appendix A CONTROLLER AREA NETWORK- CAN Background (Is this text taken some where from?) In 1980s automobile industry was growing rapidly and vehicles were getting more and more sophisticated and intelligent. In this growing industry and sophistication there was one bottle neck. With the increasing number of sensors, wires to connect those sensors were getting more and more this tremendous increase of connecting wires caused increase in weight. Something was needed to be changed. That was finding an alternative to the conventional cabling in automobiles. An amazing idea evolve in the mind so one person, the ideas was, why not put everything in contact with each other making cross communication possible. The man who was thinking this was Robert Bosch. Robert Bosch introduced this serial bus system Controller Area Network (CAN) in February 1986 at the Society of Automotive Engineers (SAE) congress. That was the hour of birth for one of the most successful network protocols ever. Facts about CAN CAN is serial communication and the maximum data transfer rate is 1Mb/s. This data transfer rate is compromise between the cable length and flexibility. Normally the network runs on 256Kb/s or sometimes 500Kb/s. These specifications are the part of standardization in the Bosch CAN specification [3]. CAN serial communication is different from other serial communication in a way that it has two signal wires CAN High and CAN Low. Both are used to send and receive messages. CANL has a digital signal output of 0-2.5V and CANH has output of 2.5-5V. Output of CANH and CANL are inverted compared to each other. This inversion of signals is terms as differential signaling. The effective difference between these two signaling wires is 5V. If due to some reason some disturbance occurs it is most likely that the effect of disturbance will be same on both wires. Since differential signaling is used, the effect of disturbance vanishes. This differential signaling is illustrated in the fig. A1. Fig. A1 Differential signaling on CAN [11] Every node in the network is connected to bus in series. This serial connection has its own pros and cons. The biggest advantage is that, very less amount of cable is required as compared to the old cabling. The worst disadvantage is that if the cable breaks at some critical point, several nodes might be disconnected from the network and that can end up at some loss of control or lose of some critical information. Serial connection of nodes is illustrated in fig. A2. Fig. A2.Serial connection of nodes on CAN bus [11] Principles of data exchange CAN is a transmission protocol and it is message oriented and based on broadcast communication mechanism. CAN message basically have unique message contents instead of having information of stations and addresses. The stations attached to the CAN have very tough competition for getting buss access. This problem is solved by prioritizing the messages. System configuration became more flexible because of using addressing scheme based on the content of messages. When new stations are required to add to a CAN network and if they are purely receivers, there are no alterations required in hardware or in software. It is easy to service or upgrade CAN network because transmission of data is not dependent on the availability of some specific stations. This is illustrated in Fig. A3. Fig. A3 CAN data handling [4] Data Transmission On CAN network the messages urgency may change very rapidly for example the information about load on engine must be sent more frequently compared to the other messages. Priority of message with which the message should be handled is defined in the identifier of every message and this priority is set during designing phase of system and these values are not allowed to change dynamically. Fig.A4 Transmission of data on CAN in real time [4] The requests for data transmission are handled according to the importance of those requests for overall system. This is a good way to handle requests when the system is overloaded. Format of message frames Two types of formats for message frames are supported by CAN protocol. The difference between these two formats is only the difference in their length. CAN base frame CAN extended frame CAN base frame supports identifier that is 11 bits long. It is also known as CAN 2.0 A. CAN extended frame supports identifier that is 29 bits long and it is also known as CAN 2.0 B. Fig. A5 Formats of CAN Message Frame [4] Appendix B Calibration tools Major calibration tools used at Volvo Technology are: ATI VISION CalDesk by dSPACE INCA by ETAS ATI VISION ATI VISION software is an integrated calibration and data acquisition tool that collects signals from ECU and external sources, measures relationships between inputs and outputs, enable real-time calibration and modification to closed loop control systems, time aligns and analyzes all information, manages calibration data changes and programs the ECU.[13] VISION software can do following: Flash the ECU Monitor and measure signals in the ECU and external signals Calibrate ECU parameters in real-time Compare, import and merge calibration data Analyze data Perform ECU algorithm rapid prototyping VISION has an integrated script manager and it is possible to write automation scripts for iterative processes using VISION scripting language. VISION includes an Application Programming Interface (API) enabling the integration of application-specific components from different vendors and data exchange between VISION and other applications.[13] CalDesk CalDesk by dSPACE is a tool for different stages of the ECU development process like prototyping a control strategy, calibrating an ECU, or validating vehicle behavior. Rapid prototyping systems, ECUs and the vehicle bus can be accessed in parallel. Data from different sources may be recorded and analyzed as a whole. [15] Functionality overview of CalDesk is as follows: Fig.B1 CalDesk functionality overview [15] CalDesk Application Programming Interface (API) is based on Windows COM/DCOM components and is accessible by various programming languages such as C#, Python or Visual Basic. CalDesk has an integrated Python editor with syntax high-lighting and automatic code completion. In conjunction with the python interpreter it is possible to write automation scripts.[15] INCA The INCA base product comprises the system core with its measurement and calibration functionality. It supports online and offline adjustments of characteristic values, lines and tables. Simultaneously to the parameter optimization, INCA allows to acquire measurement signals from ECUs as well as easy and quick reuse of existing calibration data and hardware configurations. [14] In addition to the measurement and calibration core system, the INCA base product includes tools for managing the configurations of ECU projects and calibration parameters, for analysis and measured data and for reprogramming the ECU flash memory.[14] Besides interactive optimization of parameters, INCA supports access via remote control interfaces for automation of experiments. For example, test benches access INCA via the ASAM MCD-3MC remote control interfaces for MATLAB and for other windows applications via the Microsoft COM-interface.[14] Fig. B2 INCA functions at a glance [14]

Monday, May 18, 2020

Citizen satisfaction - Free Essay Example

Sample details Pages: 31 Words: 9447 Downloads: 6 Date added: 2017/06/26 Category Statistics Essay Did you like this example? (An Evaluation the Relative Importance and Perceived Quality of Citizen Service Centres in Greece.) 1. Introduction 1.1 Importance of the Research According to the philosophical bases of marketing customer wants satisfaction. As the consumer is the key for a firm, the voter is the central element for a government or party (Lock and Harri,1996).In this context the citizen voter wants satisfaction and searching his satisfaction from the services that are offered to him is a lens through which government and public managers can gain a better perspective on how citizens respond to the performance of public services, (Van Ryzin , 2004) and offers important findings for the policy makers.. Don’t waste time! Our writers will create an original "Citizen satisfaction" essay for you Create order Citizen satisfaction surveys are frequently used by U.S. local governments and public administration researchers in order to measure the quality of local government services (Hatry et al., 1992; Miller and Kobayashi, 2000). A big number of U.S. cities use surveys regularly (New York , San Francisco, Phoenix etc.),in order to analyze in a descriptive and unvaried way , the level of perceived quality of services ,within a locality and over time (Van Ryzin et al., 2004). Recent studies have compared citizen satisfaction with benchmarks that were developed from data collected across many localities (Miller and Miller 1991; Miller and Kobayashi 2000), and have focused on the individual, jurisdictional, and city-specific determinants of citizen ratings of service quality (De Hoog, Lowery, and Lyons 1990; Hero and Durand 1985),like taxes and expenditure ,and also on demographic and socioeconomic characteristics of respondents such as race (Schuman and Gruenberg, 1972). Other investigations have negotiated the citizen satisfaction from the police according to their ethnoracial characteristics (Brad W. S. 2005), or satisfaction from the education system or from hospitals (Amyx,Bristow ,2001, Suda Anita D.,1998). The importance of the public services quality became popular in the United Kingdom at 1990s when the political parties put an emphasis on the subject ,but even in our days the need for quality services that meet customer citizens needs and expectations, is more and more obvious .This need for quality public services is even expressed by the European Social Fund, as the implementation of the strategy and policies of the European Committee at Member States ,is strongly related with the public service organizations, which many of them are responsible for (ESF,2009). And although, in the marketing research exist a number of well-developed models of approaching customer satisfaction, there has been little development of a model that would test citizens satisfaction. As a result, it would be valuable to test such a model in the framework of Greek public services. 1.2 The Research Objectives The overall objective of this research is to examine the Greek citizens perceptions and expectations of service quality concerning the Citizen Service Centres (KEP) -a Greek public service based on servqual model. From this overall objective a number of more specific aims can be identified: Investigate consumer expectations towards the service offered from public services Examine citizen perceptions about Citizen Service Centres(KEP) Asses the factors that play an important role in the service quality of Citizen Service Centres (KEP) 2. Literature Review 2.1 Politics and the marketing concept It has often been argued that the application of marketing tools and instruments in politics is nothing new (Perloff, 1999; Baines and Egan, 2001).In the last twenty-five years what have changed about the political marketing is not just the size of political marketing management but also the belief that political actors act and think in political terms. Political actors are them that they try to do marketing management in a frame of integration of marketing instruments in a coherent marketing strategy (Newman, 1994a; Dermody and Scullion, 2001). It is supposed that the selling of politicians and the selling of a product is linked (OShaughnessy, 2001) and that commercial and political contexts are essentially similar (Kotler, 1999). Many marketers believe that the tools and concepts of marketing can be transferred directly to the political arena (Lock and Harris ,1996) .The applications of political marketing are used as a tool of managing politics, developing policy (Nimmo, 1999), or even governing (OShaughnessy, 2003). The marketing concept in commercial terms is based on the principle that all company planning and operations will be customer oriented. As such the philosophical basis of the marketing concept is that customer want satisfaction (OCass, 1996). When a political party or candidate applies this concept to the political process, they must be in a position to adapt to and satisfy voters needs (Mauser, 1983; Newman and Sheth, 1987; Reid, 1988). For major mainstream parties, the overriding objective is to attract voters, win elections and hold power (Lock and Harris, 1996).In this extent knowing the degree of satisfaction of citizens seems to be important. 2.2 Citizen Citizen is every person of a state that has the citizenship of it (New Encyclopaedia, 2006). According the place and the time different criteria were used to define the citizen .The genealogical criterion, which is the oldest, the legal criterion and the economic (taxation) criterion .According to the first, citizen is the son of citizen that hasnt lost his rights. This definition was used in the ancient cities in order to distinguish the mass from the public. According to the second criterion citizen is each one that is recognized like that from the law. And finally, according to the last , citizen is each one that owns property or a quantity of goods and contributes to the governmental budget (Encyclopaedia Papyrus Larousse Britannica, 1992).Citizens have some rights and obligations .Their rights are political such as the right to vote, to be member of the jury or public servant , and personal such as the right to live ,to have free speech , to work, to live in freedom ,etc . ,that are protected from the state and are given to everyone. Citizens obligations such as taxation are set in order to protect the privileges that are offered to citizens from the government and they emerge from the need of the States existence (New Encyclopaedia, 2006). One of the governmental works is the provision of goods and services. All the modern governments take part directly to the economy by providing goods and services , organising industrial enterprises I promoting economic activities .Providing sanitary, education, and social insurance services , is one of the modern states concerns (Heinz Eulau ,1992). 2.3 Citizens as Customers, Customers as Citizens The classic definition of customer is one who purchases or receives a product or service (Carlson, 1997). The concept of customer is often more complicated in the public sector. For example, the city of Coral Springs in Florida, refined the idea by considering two distinct categories of external customers. Moreover, a building permit applicant is a direct customer while the applicants neighbors are among the indirect customers who will benefit if the decision helps to ensure a safer city and more appropriate land use and construction practices. But even with these refinements, citizen sometimes has a broader meaning. Citizens enjoy rights and take on responsibilities that extend well beyond those commonly recognized to customers (Popovich, 1999). Despite the passage of generations, the fact that government cannot succeed without the peoples trust and support, is a true even today. These essential elements of civil society shape the capacity and help determine the actual performance of government. Societys efforts to accomplish its highest priority and most practical goals are likely to fall short in the absence of the peoples agreement in the functions of government. As the customer is the key for a firm, the citizen -voter is the central element for a government. 2.4 Public services A service is a non material product (education, health safety etc).The meaning of public services isnt constrained in the area of Public and dministrative law .The public service is a known significance in the economy, as an appropriate tool of the states expansion in the social relations, for the preservation of stabilized provisions for the welfare state. Beyond the needs of the of practical policy, the interest of the political science with the expansions of the political philosophy is expressed , as the public service is characterized as the expansion of the state in its social activity . In other words , it is the way by which the state contacts the citizens in order to cover their direct needs .After the two World Wars this phenomenon is observed in the European area .In Germany , this works as Anstalten (institutions) and the offentlichen Unternehmungen (public enterprises) . The administration (the welfare state) undertakes and guarantees benefits even for the preservation o f life of human who live massively in big cities such as transportation ,cleanliness , water , electricity etc. he principles of function of the public services are connected with the needs and social aims that are tended to fulfil. Therefore, services are provided to everyone in the same way in order to cover the needs, under conditions that change from time to time (Encyclopaedia Papyrus Larousse Britannica ,1992 ). According to the Europa Glossary that is being updated given the recent signing of the Treaty of Lisbon ,the concept of public service is a twofold one: it embraces both bodies providing services and the general-interest services they provide. Public-service obligations may be imposed by the public authorities on the body providing a service (airlines, road or rail carriers, energy producers and so on), either nationally or regionally. Incidentally, the concept of the public service and the concept of the public sector (including the civil service) are often, wrongly, confused; they differ in terms of function, status, ownership and clientele. At the same time the Europa Glossary defines that the idea behind a public service charter is that there should be an instrument, setting out the basic rights and principles governing the provision of services to users. Such principles would include: continuity of service quality security of supply equal access affordable prices social , cultural and environmental acceptability Article 16 of the EC Treaty, introduced by the Treaty of Amsterdam, confirms the role of public services in the European Union. The EU policy on operators of public services is still shaped by the desire to liberalise network public services and to widen the scope of competition on national markets, be this, in the areas of rail transport, postal services, energy or telecommunications. 2.5 Citizen Service Centres (KEP) The institution of KEP was founded in 2002, based on an idea of the Deputy Minister Mr Beno. The KEP were founded according to the article 31 of law 3013/2002 and were staffed with short term labour agreement workers, according to the processes of article 6 of law 2527/1997. According to the Ministry of Internal Affairs (2007), over 60.000 of citizens visit every day Citizen Service Centres (KEP) for certified or not processes, ratifications of registrations, certifications of genuine signature and every kind of administrative information. The last three years 40 new KEP were founded and now they are 1035 at their total. The centres are open Monday to Friday, 8:00 to 20:00, and Saturday, 8:00 to 14:00. At Citizen Service Centres (KEP) citizens can: obtain information on what they need to do in order to manage their transactions with the municipality * submit applications for the processing of matters that involve the City that the KEP is registered and state agencies in accordance with joint decisions issued by the Interior Minister or other competent Minister Citizen Service Centres (KEP) manage requests, are responsible for notifying the applicant of the reply or decision and must arrange for the receipt or delivery of documents (collect on delivery) to an address supplied by the applicant (City of Athens ,2007). Some of the procedures (about 1.014 at total) that Citizens can carry out at Citizen Service Centres are the following: The registration or transfer of registration of a passenger vehicle or motorcycle The issuance of a birth certificate duplicate The issuance of a criminal record duplicate for general or legal use The issuance of a marital status certificate The issuance of a birth certificate duplicate for those registered with the City of Athens The application for a rent subsidy for the year 2006 to Workers Housing Organisation beneficiaries (former recipients) The issuance of a registry birth certificate duplicate for an adult or minor The issuance of a public transport pass for individuals with disabilities The application for the seasonal unemployment benefit in accordance with Article 22 of Law 1836/89 OAED (Greek Manpower Employment Organisation) The issuance of a marital status certificate for individuals registered with the City of Athens (online) The application for a rent subsidy for the year 2006 to Workers Housing Organization beneficiaries (new recipients) The issuance of a marriage license duplicate The application for the OAED (Greek Manpower Employment Organization) family subsidy The issuance of a drivers license The issuance of a Type A military status certificate (full) The renewal of a drivers license The issuance of a registry death certificate duplicate The application for change in passenger vehicle or motorcycle ownership The issuance of a permanent residence certificate The issuance of a judicial interdiction certificate See Appendix 1 Progressively KEP were transformed to Centres of Completed Transactions, bringing the Public Administration more near to citizen. According to the Ministry of Internal Affairs (2007), citizens trust KEP and are in general satisfied from them. Nowadays they have permanent staff which possesses about 2588 positions. The number of affairs that KEP handled the last years is presented at the table below: PERIOD NUMBER OF AFFAIRS SERVED CITIZENS 2006 3.042.509 1.154.554 2005 2.305.195 1.527.516 2004 1.643.313 1.316.505 2003 423.759 356.872 Medium number of affairs per day from Monday to Friday: 11.805 Medium number of affairs per day (Saturday): 821 According to the Ministry KEP are recognizable from about the 80% of citizens. Equally big are the visits to them that they exceed 60%, since they were enriched with new, more attractive for the citizen processes. But more interesting are the numbers linked with the subject of satisfaction of citizens, which according to the ministry exceeds the 90%. The problems that the Public Administration was facing when KEP were created were multiple. The most serious of them were the bad organization and the centralism of public services, lack of confidence in the government owned services, lack of evaluation, lack of meritocracy, weakening of ASEP, fragmentary, and consequently unsuccessful, efforts of application of Electronic Governing, absence of controls and sanctions and finally inflation of bureaucracy and corruptness. For this reason in 2007 a number of regulations of the article 15 of the law for Citizen Service Centres (KEP) were introduced, in order to fight the difficulties and dysfunctions of citizens service (Ministry of Internal Affairs, 2007). Some of the regulations were the following: The foundation of the Direction of Organization and Operation of KEP in the General Secretariat of Public Administration and Electronic Governing. The Direction was founded in order to guarantee the proper operation of KEP, but also their evolution in Centres of Completed Administrative Transactions, and the resolution of problems that emerges, because of their big number, the crowd of subjects and processes that they realize and the recent enlargement of their competences. The monitoring and the co-ordination of the operation of KEP is practiced , up today, at fragmentary way from the existing Direction of General Secretariat of Public Administration and Electronic Governing, fact which creates difficulties as far as it concerns the united confrontation of problems. The regulation of subjects of mobility of permanent personnel. The employees will stay in the KEP of their placement, for at least a five-year period, so that the experience, which has been acquired in the particular KEP, not to get lost. The simplification and acceleration of processes The restriction of joint responsibilities between the Ministries. It is indicatively reported that Minister of Internal Affairs does not act jointly in more than 25 different regulatory actions The obligatory deadline of 50 days for the transaction of the affairs of citizens The payment of complete compensation in the citizen in case of delay The self appointed search of supporting documents from the service on behalf of the citizen. 208 certificates can be requested from the service without the citizens presence, for 18 of them the self appointed search is obligatory. Indicative is the progress that took place in the case of self appointed search of certificates of birth from KEP, where, while in 2005 they had 231.327 certificates and medium time of transaction the 8 days, in the end of 2006 the transaction reached 432.188 certificates, that is to say almost double, with medium time of transaction the 5 days. Same is the acceleration as far as it concerns the certificates of familial situation, where while in 2005 were published 253.071 certificates, in 2006 until 2007, 373.219 certificates have been published The suppression of submission of supporting documents and their replacement with a personal declaration form for 7 cases The videoconference of administrative bodies The generalization of electronic communication and exchange of documents between the services. The network SIZEFKSIS ensures 50.000 digital certificates (under form of card) in civil servants equal in number. With this way is provided the possibility of electronic distribution of document, with simultaneous place of signature on this, with electronic way, without a problem of genuineness, after the distribution becomes from the above permitted employees with the use of digital certificate of (card). This electronic distribution involves big acceleration of process of publication and mission of document and contributes considerably in the fighting of bureaucracy. The application of a plan of restriction of state expenses and the enlarged public sector, by reforming the public services, so that they become more functional and effective The promotion of a regulatory reform, with the establishment of rules of good legislation as well as a system of evaluation of the results of legislative regulations in the competitiveness and the entrepreneurship The City of Athens operates a total of seven (7) Citizen Service Centres (KEP), one in each City District. Citizen Service Centres provide an online service for Athens citizens with regards the following: * City of Athens municipal roll certificates * Permanent residence certificates * Certification TAP property fee payment (in cases where agreement exists on the number of square metres registered with the Public Power Corporation and the contract of purchase) The Citizens Helpline 1595 provides information on documents required for all procedures processed by Citizen Service Centres. 2.6 Service marketing Usually marketing had been seen as having dual dimension.On the one hand, there is the notion which supports that the existence of an organization in economical and social content is based on the satisfaction of customer needs and wants, and on the other hand there is the set of activities which serve this philosophy in order to be implemented (CromptonLamb,1986). The marketing of services is a sector with particular characteristics .The expenditure on services is growing in most industrialized economies. According to the European Commission , the percentage share of gross domestic product attributable to the services sector rose from 38 per cent in 1970 to almost 50 percent by 1990. Crowell supports that what is significant about services is the relative dominance of intangible attributes in the make up of the service product. Services as a special kind of product usually they do not result in ownership but they can be linked to a physical good require special treatment. According to Jobber, as many offerings may combine tangible and intangible characteristics the distinction between them is a matter of degree. For example, a marketing research study provides a physical good, which is the report that comes out, but also is the result of a number of service activities such as interviews with respondents, analysis of results, designing of the research, etc. Products such as a skirt or a pair of socks usually are not accompanied by a service so they can be characterised as pure goods, but also a visit to a doctor or psychotherapy can be regarded as a pure service as there is nothing tangible that the client receives. 2.6.1 THE NATURE OF SERVICES Service characteristics can be summarised to the following four: intangibility, variability, perishability and inseparability. 2.6.1.1 Intangibility As intangibility can be characterised the fact that services cant be smelled, touched, tasted or seen. Service is a deed, performance or effort and not an object device or thing (Berry, 1980). In other words customer cant evaluate a service before buying it and sometimes cant evaluate it even after consuming it. For this reason the challenge for the service providers is to prove the quality of the service by communicating tangible benefits to consumers. Another characteristic of intangibility is the fact that the service cant be owned so customers pay for the use of product or the performance. 2.6.1.2 Variability The provision of service quality may vary depending to the person who provides it. In other words important factors are the capabilities the person has, his physical and mental situation (tiredness, attitude etc.) the location the service is provided .So, in order to control quality variation , methods such as evaluation systems , tight quality controls and service standardization methods are necessary (Jobber,2004). 2.6.1.3 Inseparability In contrast with physical goods services cant be stored in order to be used later. Services are characterised by the simultaneous production and consumption. Because of this characteristic service providers role is very important to the satisfaction of consumer, as many times he is supposed to be himself the company in the eyes of customer (Berry, 1980). For this reason the importance of service provider is an integral part of the satisfaction gained by the consumer. The behaviour of the service provider is also important for the experience that the customer has for the provided service .So, great importance must be given to the training and rewarding of the staff and its selection (Aijo,1996). Another element that is connected to inseparability is the fact that the customer may experience the service in combination with other customers because of the nature of the service and the place it is offered. At this case marketing managers should take into consideration the role of customer interactions between them, but also the inter customer conflicts and nuisance (Barron et al., 1996). 2.6.1.4 Perishability Unlike the physical goods, services cant be stored in order to be used in the future or at peak times. So service providers should take into consideration the combination of demand and supply and use methods such as multi-skilling of the staff in order to be used at peak seasons or part time employees, supply flexibility, differential pricing and reservation system in order to minimize time waiting (Jobber, 2004). Today one of the greater challenges that the sector of services has to face is the increasing competition in combination with the growing expectations of customers and the developing demands of customers as service improves (Joseph Walker, 1988). 2.6.2 SERVICE MARKETING MIX Models had to explain the relationship between the market and the organisation in order to maximize the seconds performance (Gronrooss C, 1982). To certain extent managing services are more complicated than managing products, as products can be standardised. The standardisation of a service is far more difficult as there are more input factors i.e. process, people, physical evidence, to manage than with a product. The service marketing mix consists of the 7Ps model. These include except from the classical 4 Ps that stands for: Product, Price, Place, Promotion, three more Ps which are People, Process and Physical evidence. 2.6.2.1 People People participate and deliver the service experience, the efficiency and effectiveness, the availability and capability, the customer interaction and the internal marketing. Any provision of service includes as an essential part the use of appropriate staff and people. In order to gain an organisation competitive advantage it is important that it recruits the right staff that is well trained in the delivery of service. Usually consumers perceptions and judgements are affected by the employees they interact with. Consumers wait from the staff to have the appropriate attitude, service knowledge and interpersonal skills that they are paying for. So many organisations train their staff to certain standards. Physical Evidence Physical evidence concerns the place where the service is delivered, infrastructure, facilities, surroundings, essential evidence and peripheral evidence ,equipment and premises. It is an element of the service mix that contributes to the formation of the opinion of the consumer about the organization .So the judgments and the perceptions of the consumers are formed by the sight of the service provision .For example if you walk in an office you expect a friendly environment neat and tie. Process The systems used to assist the organisation in delivering the service, constitute the process. So process refers to the operating process that takes the customer through ,from the initial contact till the service experience and evaluation , database management, service delivery, queuing systems, ordering ,standardization .The customer usually expects efficiency and quickness at the process of the service delivery and this fosters consumers loyalty and confidence in the organization. 2.6.3 Quality Quality is important to business organisations and their consumers, because quality products or services can and will secure consumers business. In addition, linking quality with expensive spending is not absolute, as price will not determine always quality. The high or low quality of a product or service is usually determined, by how it made the consumer feel and whether consumer expectations were satisfied or exceeded (Kotler P. et al, 2008). Quality was very popular in the marketing literature, where the notion of satisfying the customer was a dominant model of quality of service provided and consumer satisfaction (Raftopoulos V., 2005). The US Strategic Planning Institute in 1972 developed the concept of relative perceived quality (RPQ), that is the perception of quality as defined by customers, relative to the offerings of competitors. In other words quality is what a customer perceives it to be and this is a dynamic and complex notion. 2.6.3.1 Public service quality The need for quality public services is also expressed by the European Commission through the European Social Fund in its program for 2007-2013.The reason is that the quality of public services affects the implementation of policies and the strategy design as public sector organizations are responsible for them at a big degree at the Member States ,e.g. government ministries , local authority departments and special agencies (ESF,2009). The fact of how important is the quality of public services and the need to be improved, became popular, in Britain, at 1990s when the Government gave clear emphasis on the subject, by the proposal of the Conservative Prime Minister John Major enclosed in his Citizens Charter White Paper (Prime Minister, 1991). The issue faced great consensus from the political parties as the same year both Liberal and Labour parties published their own citizen charter proposals. The citizen driven improvement of the quality of public services was a fact (Black et al., 1994). This policy which faced the citizen as user and needed the reporting of performance from the service providers was continued for a long period it was enriched with best value new policies and was popular as New Public Management.According to this concept public services is better to be managed than administrated (Black et al.,2001). At the same time another reason that public service quality is important is that the needs and expectations of the users change and increase. Service quality and how to measure it developed to be a critical issue ,so during the 1990s performance measurement techniques developed as a result of external initiativessuch as government legislation ,regulatory activity by industry keepers and major policy initiatives, as Black St. et al. , characterize them, and not as a result of the needs of the service provider. Meanwhile , all the efforts of understanding and measuring public service quality where characterized as weak and an increasing interest for quality improvement models techniques , certification and awards developed .So a number of new significances appeared such as total quality management and continuous improvement, process mapping techniques, Institution Standards and Charters. The revolution of the commercial service sector that took place the previous decades influenced also public sector organizations that faced the need to provide quality services that meet customer needs and expectations. As Wisniewski remarks, Nowadays, for a variety of reasons, public sector services are striving to identify customer needs and to monitor customer perceptions of services provided (Wisniewski, 2001). The notion of treating the customers has started to change as they dont receive passively uniform services without their voice or influence being considered (Skelcher, 1992). At the opposite side, the adoption of traditional methods may lead to the delivery of a service distant from customer needs. So organizations many times, after a more profound search, discover that the needs and values of customers are different from what they assume before searching (Farquhar C.R. ,1993). In order to discover customer perceptions and collect data concerning the attitudes on service provision, public sector organizations conduct large scale market research exercises. These market researchers are expensive, especially for the public sector and many times focus only on customer perceptions on service delivery and not their expectations on service quality (Wisniewski, 2001). The spending on market research in 1994 in UK exceeded 0.5 billion and the 13% of this was spent on market research attended by public sector organizations according to article in the Financial Times (29 June 1995) , (Wisniewski , 2001). Concerns had been expressed about the effectiveness of such market researches so Skelcher (1992) stated that the limitation of this market research is that it has tended to focus on satisfaction with existing services rather than identifying customer needs, whether these are being met, and if not what steps the authority might take to fulfill them. Also Michie and Kidd (1994) noticed that satisfaction surveys in the health care sector are little more than rituals and that satisfaction may be more related to service quality if expectations are measured. In conclusion, it is important for public service organizations to asses both customer views about the service provision, but also their expectations of the service quality in a cost- effective way that can be simulated to different groups of customers, to different public services and to different providers, in a methodical way. Such a model was developed by Parasuraman ,Berry, and Zeithaml at 1988 the SERVQUAL model . 2.7 Customer satisfaction literature Many literatures within marketing seek to understand and develop means to improve customer satisfaction. The marketing research literature has developed a variety of methods to prioritize and identify customer needs. he customer-satisfaction literature seeks to establish the means by which customer satisfaction can be improved and the service-quality literature focuses on measuring changes in service quality. While these literatures vary in their analyses and definitions, they generally agree that the improvement of products and services in order to fulfil important customer needs, progresses customers satisfaction (Anderson et al, 1994, Fornell 1992; Zeithaml, Parasuraman and Berry, 1990). Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Surveys, however, have tended to focus only to customers perceptions of services and not their expectations (Wisniewski, 2001). Some of the most used approaches to understand satisfaction and service quality are the SERVQUAL model, the KANO MODEL, the American Customer satisfaction Index (ACSI), the Swedish Customer Satisfaction Barometer (SCSB) and the Common Measurements Tool (CMT). 2.7.1 SERVQUAL The SERVQUAL method is a technique that can be used for performing a gap analysis of an organizations service quality performance against customer service quality needs. SERVQUAL is an empirically derived method that may be used by a services organization to improve service quality. The method involves the development of an understanding of the perceived service needs of target customers. These measured perceptions of service quality for the organization in question, are then compared against an organization that is excellent. The resulting gap analysis may then be used as a driver for service quality improvement (Zeithaml, Valarie A., Parasuraman, and Leonard L. Berry, 1990). SERVQUAL takes into account the perceptions of customers of the relative importance of service attributes. This allows an organization to prioritize. And to use its resources to improve the most critical service attributes. The data are collected via surveys of a sample of customers. In these surveys, these customers respond to a series of questions based around a number of key service dimensions. SERVQUAL is widely used within service industries to understand the perceptions of target customers regarding their service needs, and to provide a measurement of the service quality of the organization. SERVQUAL may also be applied internally to understand employees perceptions of service quality, with the objective of achieving service improvement (Parasuraman ,Berry, and Zeithaml ,1988) . This model has been widely criticised, but it still forms the starting point for most reviews of satisfaction and service quality. Elements of the SERVQUAL approach still appear in a large number of customer satisfaction studies in both the private and public sector, and properly applied, can provide some useful insights. A key problem is the fact that as a result of asking what an excellent service should have, the approach almost always results in large, and similar, negative service quality gaps. It therefore fails to adequately discriminate between factors and so its usefulness in identifying priorities for action is limited. A second key problem with the approach is the way in which importance is allocated to the factors. This was initially only done at the very broad level of service dimensions, which has limited usefulness in identifying specific priorities. These weaknesses can, however, be reduced through relatively simple alterations (MORI,2002). 2.7.2 Customer Satisfaction Model of Kano The customer satisfaction model from Kano is a quality management and marketing technique that can be used for measuring client happiness. Kanos model of customer satisfaction distinguishes six categories of quality attributes, from which the first three influence customer satisfaction : the Basic Factors (Dissatisfiers) which are the minimum requirements which will cause dissatisfaction, the Excitement Factors (Satisfiers)which are the factors that increase customer satisfaction if delivered, and the Performance Factors which are the factors that cause satisfaction if the performance is high, and they cause dissatisfaction if the performance is low. The additional three attributes are: Indifferent attributes, the customer does not care about this feature, Questionable attributes, it is unclear whether this attribute is expected by the customer, and Reverse attributes, the reverse of this product feature was expected by the customer ( Kano, N. Seraku, N., Takahashi, F. Tsuji, S, 1984). Kanos theory is useable for internal customers analysis. 2.7.3 American Customer Satisfaction Index Model (ACSI). ACSI was developed by Claus Fornell (Fornell et al., 1996) of the University of Michigans National Quality Research Center as a general index and methodology for measuring customer satisfaction with a broad range of consumer goods and services in the U.S. economy. The model was adopted by the U.S. General Services Administration in order to assess customer satisfaction with federal government services (Fornell , 2001). A number of state and local government agencies have employed the ACSI model as well. Although the ACSI model is gaining acceptance in the practice of public administration, the public administration literature has yet to recognize or test the model empirically (Van Ryzin et al. ,2004). Moreover, the ACSI models application to citizen satisfaction research holds particular promise, given the focus of local governments on direct service provision. The ACSI model is an econometric, causal model that links specific activities to perceptions of quality and satisfaction, wh ich, in turn, are associated with specific behavioral responses, such as customer retention or complaints (Fornell, 2001). Customer expectations are included in the model as an exogenous influence on both overall quality and customer satisfaction. So, the model assumes that customers have expectations about service quality that are formed from prior experience or the reputation of the service (Oliver, 1997). These expectations generally are assumed to be positively related to current perceptions of service quality and customer satisfaction (Fornell et al., 1996). The parameters of the model are estimated from customer survey data, and they indicate the most important drivers of customer satisfaction. Importantly, the salient drivers revealed by the model often present a different picture from that obtained only through univariate analysis of self-reported importance ratings or evaluative rankings customers give to services or service features. Thus, ACSI provides public managers with a unique perspective on the citizens they serve and their satisfaction judgments. Van Ryzin et al., (2004) adapted the ACSI model to citizen satisfaction with New York City government services in order to examine the overall satisfaction with city services, and the resulting estimates give information about both the drivers and consequences of satisfaction. 2.7.4 Expectancy Disconfirmation model (or gap between performance and expectations) Disconfirmation is the gap between the anticipated quality of the good or service and the quality that was actually received or experienced (Oliver 1980, 1997). Expectancy disconfirmation theory holds that consumers form judgments about products or services using their prior expectations about the characteristics or benefits offered by the given product or service (Oliver, 1980).These expectations act as a comparative referent for the formation of a satisfaction judgment (Oliver, 1997). In the consumer behaviour literature, this discrepancy or gap between prior expectations and actual performance is termed expectancy disconfirmation (Erevelles and Leavitt 1992, Oliver 1997).The disconfirmation of expectations can be positive or negative, performance can either exceed expectations (positive disconfirmation) or fall short of expectations (negative disconfirmation). A Van Ryzins study (2004) found strong support for an expectancy disconfirmation model of citizen satisfaction, which focuses on the gap between performance and expectations. So, this model forms a description of how citizens form overall satisfaction judgments about local government services. The expectancy disconfirmation model can be helpful in better perceive how citizens respond to the performance of local government. 2.5.4 The Swedish Customer Satisfaction Barometer (SCSB) The original SCSB model (Fornell, 1992), contains two primary antecedents of satisfaction: perceptions of a customers recent performance experience with a product or service, and customer expectations regarding that performance. More specifically, perceived performance is equated with perceived value, or the perceived level of quality received relative to the price. The basic prediction is that as perceived value increases, satisfaction increases.Loyalty is the ultimate dependent variable in the model because of its value as a proxy for actual customer retention and subsequent profitability. 2.7.5 The Common Measurements Tool (CMT) CMT is the result of an extensive study by researchers at the Canadian Centre for satisfaction and highlight priorities for improvement. It incorporates five main questioning approaches by measuring: expectations of a number of service factors, perceptions of the service experience on these factors, level of importance attached to each of a number of service elements, level of satisfaction with these elements, and respondents own priorities for improvement (Faye Schmidt,Teresa Strickland,1998). It is important to stress that the purpose of the CMT is for the operational use of organizations wishing to improve service to their clients. Thus, the author of this dissertation believes that the SERVQUAL approach , that uses the model in order to investigate the citizens satisfaction, appears more related to the objectives that are set , and will offer a useful background. 3. Research Design and Data Collection 3.1 Research Philosophy As mentioned in the literature review, nowadays research about citizens satisfaction has focused on the quality of the services provided in order to improve their delivery to the public. Therefore , as the purpose of this research is this , it seems the research philosophy should be interpretive epistemology for the reasons given below. According to Saunders,Lewis and Thornhill (2007) interpretivism is an epistemology that supports that the researcher has to understand the differences between humans in their roles as social actors. And this emphasises the difference between conducting research among people rather than objects. So, interpretivism seems more suitable for this research. 3.2 The Research Approach There are two broad methods of reasoning used in the design of a research project, the deductive and the inductive approach. Deductive reasoning works from the more general to the more specific. Sometimes this is informally called a top-down approach. The procedure of this approach might begin with thinking up a theory about the topic of interest. Then by narrowing that down into more specific hypotheses that can be test. Afterwards narrow down even further when observations are collected to address the hypotheses. And this ultimately leads to be able to test the hypotheses with specific data a confirmation (or not) of the original theories. Inductive reasoning works the opposite, moving from specific observations to broader generalizations and theories. Informally, sometimes this is called a bottom up approach . In inductive reasoning, the procedure begins with specific observations and measures, to detect patterns and regularities, and formulate some tentative hypotheses that can be explored, and finally end up developing some general conclusions or theories (William M.K. Trochim, 2006). From the definition above, it seems hard for the author of this article to determine the exact research approach for the general objective of this dissertation to examine the satisfaction of Greek citizens from the Citizen Service Centres (KEP). However, as Saunders, Lewis and Thornhill (2007) remark to combine the two approaches is perfectly possible and also advantageous. It is clear that the final aim is to draw conclusions that government and public administration can use to improve the performance of the public services. In order to realize this, it is necessary to investigate certain theories .As a consequence, the main research approach should be deductive approach. So, this work should combine theory testing or applying as far as it concerns the models used to investigate satisfaction, and on the other hand, inductive approach will be used in order to produce some hypotheses and generalize the conclusions about satisfaction. As far as it concerns service quality, there have been a number of studies with this topic .For this reason it is easier to define a theoretical framework as well as an hypothesis. Based on this concept, deduction seems suitable as research approach. 3.3 Research Design Research design provides the glue that holds the research project together. A design is used to structure the research, to show how all of the major parts of the research project the samples or groups, measures, treatments or programs, and methods of assignment work together to try to address the central research questions (William M.K. Trochim, 2006). Typically, a research design involves the following task: to define the information needed, to design the exploratory, descriptive, or explanatory phases of the research, to specify the means of measurement and/or extract data, to construct and pre-test a questionnaire (interviewing form) or an appropriate form for data collection, to specify the sampling process and sample size and to develop a plan of data analysis. Therefore, the whole research design will be divided into five units according to the components mentioned above. 3.3.1 The Information Required Reviewing all the specific aims, the information should include: an overview of the citizens (over18), an overview of the public services and more specifically Citizen Service Centres(KEP), and also the perceptions of citizens about what services are rated as important in order to test the hypothesis developed by the author. 3.3.2 The Phases of the Research The phases of this dissertations research should take the form of exploratory study in order to test the hypothesis that will be set, also the form of descriptive study in order to portray the perceptions of the Greek citizens, and finally the form of explanatory studies in order to make suggestions where additional effort may be given. 3.3.3 Research Methods Using the combination of the two techniques has two advantages. Firstly, different methods can be used for different purposes in a study. And secondly, using multi-method example it enables triangulation to take place (Saunders, Lewis and Thornhill, 2007, p.146-147), that means look at problems from different perspectives. On the other hand, each qualitative and quantitative data collection technique has its strengths and weaknesses (Smith, 1975). Data-collection techniques allow us to systematically collect information about our objects of study (people, objects, phenomena) and about the settings in which they occur (Corlien M. Varkevisser, Indra Pathmanathan, and Ann Brownlee , 2003) . According to the authors opinion, as deduction is connected with quantitative research, this one requires quantitative research for the reasons above. In order to examine citizens satisfaction with the public services, it would be useful to identify the perceptions of citizens .On the other hand, investigating the satisfaction level of citizens from these services would demand quantitative research. As a result, the research methods adopted for this dissertation do not require to investigate a topic without previous literature so that to work inductively by searching the hypothesis. 3.3.4 Data-collection techniques Various data collection techniques exist such as: using available information,-usually there is a large amount of data that has already been collected-, observing,- observation is a technique that involves systematically selecting, watching and recording behaviour and characteristics of living beings, objects or phenomena-, interviewing,- an interview is a data collection technique that involves oral questioning of respondents, either individually or as a group-, written questionnaires, -a written questionnaire is a data collection tool in which written questions are presented that are to be answered by the respondents in written form-, focus group discussions,- a focus group discussion allows a group of 8 12 informants to freely discuss a certain subject with the guidance of a facilitator or reporter- ( Corlien M. Varkevisser, Indra Pathmanathan, and Ann Brownlee , 2003).A combination of different techniques can give a more comprehensive understanding of the topic under study. Flexible techniques, such as loosely structured interviews using open-ended questions, focus group discussions, and participant observation are also called qualitative research techniques and they produce qualitative data that is often recorded in narrative form. Qualitative research techniques involve the identification and exploration of a number of often mutually related variables that give insight in human behaviour (motivations, opinions, attitudes), in the nature and causes of certain problems and in the consequences of the problems for those affected. Quantitative research techniques are used to quantify the size, distribution, and association of certain variables in a study population. The answers to questions can be counted and expressed numerically. The definitions mentioned above, have led the author to the decision that the most appropriate techniques in order to collect data for this dissertation and its research questions is the use of surveys and more specifically the use of questionnaires in order to examine the satisfaction of citizens and the other dissertations objectives. It doesnt mean that this method is better or worse than the others. (Saunders, Lewis and Thornhill, 2007). The target is to serve the objectives and needs of the research. So questionnaires will be distributed to Greek citizens over 18 in order to be completed. With this strategy quantitative data is collected which can be analyzed quantitatively with descriptive and inferential statistics. With inferential statistics, you are trying to reach conclusions that extend beyond the immediate data alone. For instance, we use inferential statistics to try to infer from the sample data what the population might think. Thus, we use inferential statistics to make inferences from our data to more general conditions; we use descriptive statistics simply to describe whats going on in our data. (William M.K. Trochim, 2006). Questionnaires will be used and the analysis will be based on graphs and statistics with the use of numerical data. Structured methodology is used to help replication. As Wisniewski observes The difficulty for public sector managers is how such an assessment is to be undertaken in a rigorous yet cost-effective way that can be replicated with different customer groups and over time, as well as between different service providers, in order to facilitate best-practice benchmarking (Wisniewski M. , 2001). 3.5 Market selection There are a variety of variables that may affect citizen satisfaction with service quality. Race and income, neighbourhood characteristics, and familiarity with services provided have all been hypothesized to affect satisfaction with services (Kelly Janet M., 2003). On the other hand the size of the Greek, and more precisely the Athenian citizens is large, in 1991 the population of Athens was 3.523.407 and in 2001 was 3.761.810 (www.statistics.gr). So, the decisions about the market and its size should be based on Secondary Research. 3.6 Limitations of the Research Method It will be avoidable that the research methods that will be followed will have some errors and limitations .One of the main errors may be restricted by the time and the representative sample that will be used. If the sample is not representative, it will be very easy to make mistakes. Apart from this, other errors may occur as the dissertation will pay attention on the satisfaction of public services, which can not be generalized as the governmental satisfaction. Moreover, the accurate measurement of user satisfaction has shown itself to be a problematic process (Wisniewski, 2001) and it presents a number of limitations. Finally, the models built in this dissertation need further testing. 4. References Amyx Douglas,Bristow Dennis,(2001), An empirical investigation of customer satisfaction with health care services ,Marketing IntelligencePlanning, vol 19,n.7. -Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), Customer Satisfaction, Market Share, and Profitability: Findings From Sweden, Journal of Marketing, 58, (July), 53-66. -Baines, P. R. and Egan, J. (2001) Marketing and Political Campaigning: Mutually Exclusive or Exclusively Mutual?, Qualitative Market Research: An International Journal, Vol. 4, N.1, pp. 25-33 -Brad W. Smith (2005) , Ethno-racial political transition and citizen satisfaction with police , Policing: An International Journal of Police Strategies Management Vol. 28 No. 2, pp. 242-254 Carlson Jim , Citizen as Customer or Citizen as Partner, The Public Sector Network News, Vol. 3 No. 2, Winter/Spring 1997. Corlien M. Varkevisser, Indra Pathmanathan, and Ann Brownlee , (2003), Designing And Conducting Health Systems Research Projects: Volume 1, Proposal Development and Fieldwork ,KIT/IDRC, ISBN 1-55250-069-1 ,380 pp. (https://www.idrc.ca/en/ev-33011-201-1-DO_TOPIC.html). DeHoog, Ruth H., David Lowery, and William E. Lyons. (1990), Citizen Satisfaction with Local Government: A Test of Individual, Jurisdictional, and City-Specific Explanations. Journal of Politics 52(3): 807-37. -Dermody, J. and Scullion, R. (2000) Delusions of Grandeur? Marketings Contribution to Meaningful Western Political Consumption, European Journal of Marketing, Vol. 35, N. 9/10, pp. 1085-1098 Encyclopaedia Papyrus Larousse Britannica ,(1992), Papyrus publications, Marousi, Greece, no. 50 , p.71-72,80 , no 59, p.50-51. -Erevelles Sunil and Leavitt Clark. (1992) A comparison of current models of consumer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , vol. 5 ,p.104-14. Faye Schmidt ,Teresa Strickland,(1998),Client Satisfaction Surveying :Common Measurements Tool ,Citizen-centred Service Network ,Canadian Centre for Management Development. https://www.ccmd-ccg.gc.ca . -Fornell, Claes (1992), A National Customer Satisfaction Barometer, Journal of Marketing, 56, (January), 6-21. -Fornell Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Bryant,( 1996), The American Customer Satisfaction Index: Description, Findings, and Implications, Journal of Marketing vol.60,no.4, p.7-18. -Fornell Claes,( 2001), ACSI Commentary: Special Report on Government Services. https://www.theacsi.org/government/ govt-key.html. -Hatry, Harry, Louis Blair, Donald M. Fisk, John M. Greiner, John R. Hall, Jr., and Philip S. Schaenman( 1992) ,How Effective Are Your Community Services? 2nd ed. Washington, DC:Urban Institute, International City/County Management Association. -Heinz Eulau , (1992),The Politics of Representation , Encyclopaedia Papyrus Larousse Britannica , Papyrus publications, Marousi ,Greece, no. 50 , p.80 Hero, Rodney E., and Roger Durand. 1985. Explaining Citizen Evaluations of Urban Services: A Comparison of Some Alternative Models. Urban Affairs Quarterly 20(3): 344-54. Kano, N. Seraku, N., Takahashi, F. Tsuji, S, (1984) , Attractive quality and must-be quality, Hinshitsu (Quality, the Journal of Japanese Society for Quality Control), 14, pp. 39-48. Kelly Janet M. , ( 2003),Citizen Satisfaction and Administrative Performance Measures: Is there Really a Link? Urban Affairs Review vol 38, no6 p. 855-866 , sage publications. -Kottler,P(1999), Chapter one,in Newman ,B(Ed),Handbook of political Marketing,Sage,Thousand Oaks,CA. -Lock A. and Harris P.(1996) Political marketing -vive la difference!,European Journal of Marketing , vol30, No.10/11,pp.14-24. -Mauser, G. (1983), Political Marketing: An Approach to Campaign Strategy, Praeger, New York, NY. -Miller, Thomas I., and Michelle A. Miller. 1991. Standards of Excellence: U.S. Residents Evaluations of Local Government Services. Public Administration Review vol.51,no.6 ,p.503-14. -Miller, Thomas I., and Michelle M. Kobayashi (2000),City Surveys: How to Do Them, How to Use Them, What They Mean,2nd ed. Washington, DC: International City/County Management Association. -MORI ,( 2002) ,Public service reform ,Measuring and Understanding Customer Satisfaction ,A MORI Review for the office of public services reform ,MORI social research institute, https:// www.mori.com/sri. -New Encyclopaedia (2006) , Malliaris education publications, Thessalonica,Greece, no21 ,p.197, ISBN960-239-898-1. Newman, B. I. (1994a) The Marketing of the President, Sage, Thousand Oaks -Newman, B. and Sheth, J. (1987), A Theory of Political Choice Behaviour, Praeger, New York, NY. -Nimmo, D. (1999) The Permanent Campaign: Marketing as a Governing Tool, in B. I. Newman (Ed.), Handbook of Political Marketing, Sage, Thousand Oaks, pp. 73- 86 . OCass Aron (1996), Political marketing and the marketing concept, European Journal of Marketing,Vol. 30 No. 10/11, pp. 37-53. Oliver Richard L. (1980) A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research vol.4,p.460-69. -Oliver Richard L. (1997) Satisfaction: A behavioral perspective on the consumer(Irwin McGraw-Hill, New York). -OShaughnessy, N. J.(2001), The Marketing of the political marketing European Journal of Marketing,vol.35,No9/10,pp.1047-1057. OShaughnessy, N. J. (2003) The Symbolic State: A British Experience, Paper presented at the 2003 Political Marketing Conference, London, Sept. -Parasuraman, Berry, and Zeithaml (1988) SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality Journal of retailing 64 (1) Spring. 12-40. -Perloff, R. M. (1999) Elite, Popular, and Merchandised Politics, in B. I. Newman (Ed.), Handbook of Political Marketing, Sage, Thousand Oaks, pp. 19-40 -Popovich, Mark G.,(1999) , 21st Century Governance Project Reconnecting the Public and the Public Sector: Promising Practices in Transforming Citizen/Government Relationships ,The Public sector Network, www.asq.org/gov/best/best21cp.html -Reid, D. (1988), Marketing the political product, European Journal of Marketing, Vol. 22 No. 9. Saunders Mark ,Lewis Philip , Thornhill Adrian ,(2007),Research Methods for Business Students, Fourth edition, Prentice Hall. Schuman, Howard, and Barry Gruenberg( 1972) ,Dissatisfaction with City Services: Is Race an Important Factor? In People and Politics in Urban Society, edited by Harlan Hahn, 369- 92. Beverly Hills: Sage Publications. -Suda Anita D.(1998),Education reform in the Dayton Area : Public Attitudes and Opinions, Analysis of the August 1998 findings, Fordham Report, https://www.edexcellence.net -Van Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L., Martinez, E. (2004). Drivers and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index Model to New York City. Public Administration Review, Vol. 64, No. 3, 286-296. -Van Ryzin (2004), Expectations, Performance,and Citizen Satisfaction with Urban Services, Journal of Policy Analysis and Management, Vol. 23, No. 3, p. 433-448 William M.K. Trochim, 2006, The Knowledge Base,(www. socialresearchmethods. net/kb/design.php),( https://www.socialresearchmethods.net/kb/dedind.php). Wisniewski Mik, (2001),Perspectives using SERVQUAL to assess Customer satisfaction with public sector services ,Managing Service quality vol.11 no.6, p.380-388. -Zeithaml, Valarie A., Parasuraman, and Leonard L. Berry (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, (New York, NY: The Free Press). References Crowell D.,(1995), The Marketing of Services ,London, Heinemann ,35. -Crompton J. L.Lamb C.H.(1986),Marketing Government and Social Services, New York :John Wiley and Sons. Berry L.L. (1980),Service Marketing is Different,Business Horizons, May-June 24-9. -Aijo,t.s.(1996),The theoretical and philosophical underpinnings of relationhip marketing,European Journal of Marketing 30(2)8-18. -Baron S.,Harris K. and B.J. Davies ,(1996), Oral Participation in Retail Service Delivery : A Comparison of the Roles of Contact Personnel and customers,European Journal of Marketing 30(9) ,75-90. -Jobber David (2004),Principles and Practice of Marketing 4th edition ,Mc Graw-Hill. -Gronroos C., Innovative Organizational Structures for Service Firms , research report presented at American Marketing Associations Second Annual Services Marketing Associations Second Annual Services Marketing Conference, West Palm Beach ,FL,1982. -JOSEPH, J. WALKER, C.E. (1988) Measurement and integration of customer perception into company performance and quality. In: M.J. BITNER L.A. CROSBY (Eds), Designing a Winning Service Strategy (New York, AMA). V. Raftopoulos., (2005) A GROUNDED THEORY FOR PATIENTS SATISFACTION WITH QUALITY OF HOSPITAL CARE, Hellenic Centre for Infectious Diseases Control, Athens, Greece ,ICUS NURS WEB J ISSUE 22 (NURSING.GR) -Kotler Philip, Armstrong Gary, Wong Veronica, Saunders John , (2008), Principles of Marketing , 5th edition ,Person Education Limited, Harlow , England. -European Social Fund (ESF) (2009), European Commission,Better Public Services https://ec.europa.eu/employment_social/esf/fields/public_en.htm Ministry Of Internal Affairs, Electronic Press Office, (2007), Assessment Of Ministry Of Internal Affairs Public Administration And Decentralization Three-Year Period 2004-2007,Athens https://www.ypes.gr/ypes_po/detail.asp?docid=1512