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Following the development of a service that consisted of a “single point of contact” to coordinate end-of-life care (EoLC), including EoLC facilitators and an urgent response team, we aimed to explore whether the provision of coordinated EoLC would support patients being cared or dying in their preferred place and avoid unwanted hospital admissions.

Using a realist evaluation approach, the authors examined “what worked for whom, how, in what circumstances and why”. Multiple data were collected, including activity/performance indicators, observations of management meetings, documents, satisfaction survey and 30 interviews with service providers and users.

Advance care planning (ACP) increased through the first three years of the service (from 45% to 83%) and on average 74% of patients achieved preferred place of death. More than 70% of patients avoided an emergency or unplanned hospital admission in their last month of life. The mechanisms and context identified as driving forces of the service included: 7/7 single point of contact; coordinating services across providers; recruiting and developing the workforce; understanding and clarifying new roles; and managing expectations.

This was a service evaluation and the outcomes are related to the specific context and mechanisms. However, findings can be transferable to similar settings.

“Single point of contact” services that offer coordinated EoLC can contribute in supporting people to be cared and die in their preferred place.

This paper provides an evaluation of a novel approach to EoLC and creates a set of hypotheses that could be further tested in similar services in the future.

When simulating the behaviour of granular assemblies and multi‐body systems using a discrete element analysis, the shape representation of the bodies and the contact detection algorithm greatly influence the flexibility, accuracy and efficiency of the simulation. Several geometrical shape descriptors of two and three dimensional arbitrary rigid bodies are reviewed and a flexible 3‐D descriptor introduced. The aim is to identify appropriate shape descriptors which allow a variety of types of bodies to be investigated while ensuring accurate and efficient detection of inter‐particle contacts. Polygons/polyhedrons, and continuous and discrete function representations are examined. The investigation favours discrete representations due to their efficiency and flexibility, but illustrates the elegance and efficiency of using a continuous function representation, e.g. a superquadric, to generate the discrete representation and simplify the contact detection process.

Presents a new model for resource discovery in grids and peer‐to‐peer networks designed to utilise efficiently small numbers of messages for query processing and building of the network. Outlines and evaluates the model through a theoretical comparison with other resource discovery systems and a mathematical analysis of the number of messages utilised in contrast with Chord, a distributed hash table. Shows that through careful setting of parameter values the model is able to provide responses to queries and node addition in fewer messages than Chord. The model is shown to have significant benefits over other peer‐to‐peer networks reviewed. Uses a case study to show the applicability of the model as a methodology for building resource discovery systems in peer‐to‐peer networks using different underlying structures. Shows a promising new method of creating a resource discovery system by building a timeline structure on demand, which will be of interest to both researchers and system implementers in the fields of grid computing, peer‐to‐peer networks and distributed resource discovery in general.

Explains that considerable recent publicity has been given to the claim that around 70 per cent of business process re‐engineering exercises are unsuccessful, mainly because of failure to take human factors into account. Outlines the work undertaken in a single specialist surgical service, within an acute services National Health Service Trust, and the outcomes achieved. Suggests that there are points arising from the project to be learned both by the Trust and by other health‐care employers contemplating similar exercises: in particular, deciding objectives; the preparation undertaken prior to the project; and detailed post‐implementation benefit analysis.

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.

The purpose of this paper is to identify the value and benefits from newly developed relationships between the University of Alberta Libraries’ Interlibrary Loan Department and other institutions through the delivery of new services.

The paper is a descriptive review of the new services provided, including a centralized interlibrary loan service for members of the NEOS Consortium and an article delivery service for Can Tho University Library (Vietnam), an overview of the implementation of the services and a discussion of the value and benefits created.

A single-point of intake for interlibrary loan requests for a group of academic libraries can be implemented successfully with few drawbacks, providing benefits to all the participants. An article delivery service to an institution that provides no interlibrary loan services provides value through access to new resources and demonstrates not to be a burden on the provider; yet, this paper demonstrates that the primary value is in learning about their patrons’ needs.

Other institutions could replicate these services and relationships.

Single-point of intake for interlibrary loan in academic consortial environments has neither been demonstrated in the literature nor has any component of interlibrary loan been described to support international initiatives to assist libraries in disadvantaged countries.

This paper reviews, rethinks, expands and applies the author's ‘laws’ of integration, which were first published six years ago. This approach both introduces the laws to readers who don't know them, and tests their utility for those who do. In retrospect, real‐world integration efforts mix and match the original components of linkage, co‐ordination and full integration. But the message remains to work at all levels, keep it simple, make finances supportive and empower social care.

Examines the fifthteenth published year of the ITCRR. Runs the whole gamut of textile innovation, research and testing, some of which investigates hitherto untouched aspects. Subjects discussed include cotton fabric processing, asbestos substitutes, textile adjuncts to cardiovascular surgery, wet textile processes, hand evaluation, nanotechnology, thermoplastic composites, robotic ironing, protective clothing (agricultural and industrial), ecological aspects of fibre properties – to name but a few! There would appear to be no limit to the future potential for textile applications.

There are two objectives of this paper: first, to examine the application of lean production improvement techniques to the pure‐service context; and, second, to evaluate the contribution of lean production techniques to services marketing improvement.

Three case companies from the UK financial services sector are tracked through the process of lean improvement. Analysis of management change of a common process within each company forms the basis of the investigation.

Research findings highlight that, through the adoption of lean service tools, service call centres can serve the traditionally competing priorities both of operational cost reduction and of increased customer service quality. The lean approach is validated in the service context and proposed as a valuable addition to traditional service marketing approaches to services improvement.

The techniques described are easily replicable by academics, practitioners and managers and can be applied to a wide range of service centres or service businesses. In the contemporary marketplace, the difficulty of delivering quality service at any costs suggests that there is a great opportunity for the business that can deliver better service at a reduced cost of operation.

Lean transformation in the manufacturing sector is well established. However, the use of lean improvement tools to improve the quality of service delivery within the service sector is relatively new, with limited understanding of approaches and benefits in the academic or managerial arenas. In addition, coverage of lean tools is still rare in the marketing literature.

The extant literature provides very little insight into the way in which public purchasing departments are contributing to competitive acquisition processes for consulting services. This research attempts to address this shortcoming by describing the way that public purchasing departments have been able to contribute to these decisions throughout the various stages of the acquisition process. Study informants included 1782 public purchasers from federal, state, provincial, and local government agencies throughout the United States and Canada. While the purchasing department is involved in these important purchase decisions, it would seem that their respective agencies might benefit from increased involvement and consequently the value that can result.