This paper is a case report of why and how CDIO became a shared framework for Community Service Engineering (CSE) education. CSE can be defined as the engineering of products, product-service combinations or services that fulfill well-being and health needs in the social domain, specifically for vulnerable groups in society. The vulnerable groups in society are growing, while fewer people work in health care. Finding technical, interdisciplinary solutions for their unmet needs is the territory of the Community Service Engineer. These unmet needs arise in local niche markets as well as in the global community, which makes it an interesting area for innovation and collaboration in an international setting. Therefore, five universities from Belgium, Portugal, the Netherlands, and Sweden decided to work together as hubs in local innovation networks to create international innovation power. The aim of the project is to develop education on undergraduate, graduate and post-graduate levels. The partners are not aiming at a joined degree or diploma, but offer a shared short track blended course (3EC), which each partner can supplement with their own courses or projects (up to 30EC). The blended curriculum in CSE is based on design thinking principles. Resources are shared and collaboration between students and staff is organized at different levels. CDIO was chosen as the common framework and the syllabus 2.0 was used as a blueprint for the CSE learning goals in each university. CSE projects are characterized by an interdisciplinary, human centered approach leading to inter-faculty collaboration. At the university of Porto, EUR-ACE was already used as the engineering education framework, so a translation table was used to facilitate common development. Even though Thomas More and KU Leuven are no CDIO partner, their choice for design thinking as the leading method in the post-Masters pilot course insured a good fit with the CDIO syllabus. At this point University West is applying for CDIO and they are yet to discover what the adaptation means for their programs and their emerging CSE initiatives. CDIO proved to fit well to in the authentic open innovation network context in which engineering students actively do CSE projects. CDIO became the common language and means to continuously improve the quality of the CSE curriculum.
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Agile software development has evolved into an increasingly mature software development approach and has been applied successfully in many software vendors’ development departments. In this position paper, we address the broader agile service development. Based on method engineering principles we define a framework that conceptualizes an operational way of working for the development of services, emphatically taking into account agility. As a first level of agility, the framework contains situational project factors that influence the choice of method fragments; secondly, increased agility is proposed by describing and operationalizing these method fragments not as imperative steps or activities, but instead by means of sets of minimally specified, declarative rules that determine the context and constraints within which goals are to be reached. This approach borrows concepts from rules management, organizational patterns, and game design theory. Keywordsmethod engineering–agile service development–business rules–business rules management–product management–game design
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Designers move more and more in the direction of Service Design, in which frequently a participatory or co-design approach is used to involve service providers in the design process. The designerprovider relationship in such Service Design processes differs in four aspects from traditional client-relationships: The relationship is 1) more dynamic and interactive, 2) based on collaboratively evolving ideas and ambitions, 3) focusing on the process of innovation, rather than on the outcome, and 4) frequently based on extrinsic motivation for innovation or on fuzzy starting points. Designers experience difficulties in persuading service providers of the importance of such a collaborative approach, while providers are not familiar with this kind of approach and their organizations are not ready for such a kind of collaboration. This paper positions designer-provider relationship in Service Design processes in literature and describes a research proposal for the development of an efficient and effective participatory design intervention that stimulates collaboration between designers and service providers.
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Introduction F-ACT is a flexible version of Assertive Community Treatment to deliver care in a changing intensity depending on needs of individuals with severe mental illnesses (Van Veldhuizen, 2007). In 2016 a number of the FACT-teams in the Dutch region of Utrecht moved to locations in neighborhoods and started to work as one network team together with neighborhood based facilities in primary care (GP’s) and in the social domain (supported living, social district teams, etc.). This should create better chances on clinical, social and personal recovery of service users. Objectives This study describes the implementation, obstacles and outcomes for service users. The main question is whether this Collaborative Mental Health Care in the Community produces better outcome than regular FACT. Measures include (met/unmet) needs for care, quality of life, clinical, functional and personal recovery, and hospital admission days. Methods Data on care utilization regarding the innovation are compared to regular FACT. Qualitative interviews are conducted to gain insight in the experiences of service users, their family members and mental health care workers. Changes in outcome measures of service users in pilot areas (N=400) were compared to outcomes of users (matched on gender and level of functioning) in regular FACT teams in the period 2015-2018 (total N=800). Results Data-analyses will take place from January to March 2019. Initial analyses point at a greater feeling of holding and safety for service users in the pilot areas and less hospital admission days. Conclusions Preliminary results support the development from FACT to a community based collaborative care service.
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The pace of introduction of new technology and thus continuous change in skill needs at workplaces, especially for the engineers, has increased. While digitization induced changes in manufacturing, construction and supply chain sectors may not be felt the same in every sector, this will be hard to escape. Both young and experienced engineers will experience the change, and the need to continuously assess and close the skills gap will arise. How will we, the continuing engineering educators and administrators will respond to it? Prepared for engineering educators and administrators, this workshop will shed light on the future of continuing engineering education as we go through exponentially shortened time frames of technological revolution and in very recent time, in an unprecedented COVID-19 pandemic. S. Chakrabarti, P. Caratozzolo, E. Sjoer and B. Norgaard.
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For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.
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In the fall of 1999, an international integrated product development pilot project based on collaborative engineering was started with team members in two international teams from the United States, The Netherlands and Germany. Team members interacted using various Internet capabilities, including, but not limited to, ICQ (means: I SEEK YOU, an internet feature which immediately detects when somebody comes "on line"), web phones, file servers, chat rooms and Email along with video conferencing. For this study a control group with all members located in the USA only also worked on the same project.
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Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-to-face contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.
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In the current discourses on sustainable development, one can discern two main intellectual cultures: an analytic one focusing on measuring problems and prioritizing measures, (Life Cycle Analysis (LCA), Mass Flow Analysis (MFA), etc.) and; a policy/management one, focusing on long term change, change incentives, and stakeholder management (Transitions/niches, Environmental economy, Cleaner production). These cultures do not often interact and interactions are often negative. However, both cultures are required to work towards sustainability solutions: problems should be thoroughly identified and quantified, options for large change should be guideposts for action, and incentives should be created, stakeholders should be enabled to participate and their values and interests should be included in the change process. The paper deals especially with engineering education. Successful technological change processes should be supported by engineers who have acquired strategic competences. An important barrier towards training academics with these competences is the strong disciplinarism of higher education. Raising engineering students in strong disciplinary paradigms is probably responsible for their diminishing public engagement over the course of their studies. Strategic competences are crucial to keep students engaged and train them to implement long term sustainable solutions.
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From the article: This paper describes the external IT security analysis of an international corporate organization, containing a technical and a social perspective, resulting in a proposed repeatable approach and lessons learned for applying this approach. Part of the security analysis was the utilization of a social engineering experiment, as this could be used to discover employee related risks. This approach was based on multiple signals that indicated a low IT security awareness level among employees as well as the results of a preliminary technical analysis. To carry out the social engineering experiment, two techniques were used. The first technique was to send phishing emails to both the system administrators and other employees of the company. The second technique comprised the infiltration of the office itself to test the physical security, after which two probes were left behind. The social engineering experiment proved that general IT security awareness among employees was very low. The results allowed the research team to infiltrate the network and have the possibility to disable or hamper crucial processes. Social engineering experiments can play an important role in conducting security analyses, by showing security vulnerabilities and raising awareness within a company. Therefore, further research should focus on the standardization of social engineering experiments to be used in security analyses and further development of the approach itself. This paper provides a detailed description of the used methods and the reasoning behind them as a stepping stone for future research on this subject. van Liempd, D., Sjouw, A., Smakman, M., & Smit, K. (2019). Social Engineering As An Approach For Probing Organizations To Improve It Security: A Case Study At A Large International Firm In The Transport Industry. 119-126. https://doi.org/10.33965/es2019_201904l015
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