Current Issue : July-September Volume : 2026 Issue Number : 3 Articles : 5 Articles
In medium-sized organizations, frequent turnover of first-level support agents can lead to challenges for new agents, who struggle to discover existing and relevant documentation that would help solve user issues due to inexperience. Consequently, these agents escalate tickets to second-level support professionals, increasing their workload. A proactive knowledge discovery and assistance system targeting first-level service desk agents could help by analyzing tickets using a large language model (LLM) and then finding and presenting relevant documentation utilizing Retrieval-Augmented Generation (RAG) techniques. However, when working with cloud-based LLMs on inference tasks involving sensitive information, data sovereignty is compromised, and there is a risk of confidential content from tickets being leaked, as local information is transmitted to the cloud for processing. To address this issue, we constructed a system based on local LLMs so that the operation of the system does not compromise the privacy and confidentiality of ticket content and wiki documentation, keeping all sensitive data on-premise and secure. Our system, Doku-Assist, proactively finds and presents documentation to first-level support agents, thereby assisting with issue resolution without replacing the human agent. It integrates a DokuWiki-derived knowledge base with the ticket system Znuny. For the evaluation of our system, we used artificial tickets, documentation, and customer issues (to address privacy concerns) based on real-world experience. A second-level support agent was tasked with assessing the utility of the developed user interface as well as the documents proactively discovered and presented, concluding that the found documents presented by the Doku- Assist are useful to proactively fill the knowledge gap of new first-level service desk agents. We conclude that data privacy and law compliance can be achieved by utilizing local LLMs....
Over the years, PGDE at the University of Nairobi was offered through distance education but with limited face to face support. This changed during COVID- 19 pandemic when academic programmes moved online. This study aimed at establishing the role of e-moderation in uptake of PGDE. Variables were access, motivation and online socialization. Questionnaire was administered to 30 respondents. Results show that though e-moderation is done, it is not properly structured and does not directly lead to uptake of PGDE. For example, 50% of respondents strongly disagree that they are e-moderated to access the Learner Management System, 78% strongly disagree that there is motivation by programme providers while 48% agree that there is online socialization. The correlation analysis reveals that multiple R value of 0.900 has a very strong positive relationship between independent variables (online socialization, access, and motivation) and dependent variable (uptake of post graduate diploma in education course). In conclusion, e-moderation should be structured and should be inbuilt at design level, so as to enhance uptake of the programme....
This paper develops a dynamic extension of the Hotelling model in which firms choose locations prior to entry and optimally determine entry timing under uncertainty. By embedding spatial competition into a real-options framework, the model allows firms to delay irreversible investment until market conditions become sufficiently favorable. A key innovation is the introduction of a location- dependent discount premium, which endogenously links firms’ spatial configuration to the intertemporal valuation of future profit streams. Unlike a standard exit hazard, this premium captures gradual erosion of project value arising from benefits of agglomeration, knowledge spillovers and so on. We show that location choices affect not only post-entry price competition but also the effective discount rate governing the value of waiting and the optimal entry threshold. As a result, location choice and entry timing are jointly determined. Under reasonable conditions, this dynamic mechanism overturns the classical prediction of maximal differentiation in the static Hotelling model, leading firms to choose interior locations rather than the market endpoints. The analysis highlights a novel channel through which spatial configuration shapes dynamic investment incentives and provides a unified framework integrating spatial competition and real-options theory....
The objective of this study was to analyze the impact of occupational health on the teleworking system of teachers at private higher education institutions in Cajamarca, 2025. A quantitative, explanatory, nonexperimental, cross-sectional design was used. The sample consisted of 198 teachers selected through simple probability sampling, who were given a questionnaire validated by expert judgment and with high reliability (α > 0.80). Spearman's analysis showed a very high positive correlation between occupational health and teleworking (ρ = 0.985; p < 0.001). Likewise, significant associations were identified with the following dimensions: organizational culture (ρ = 0.749), technological tools (ρ = 0.911), process optimization (ρ = 0.712), and training (ρ = 0.903). These findings confirm that occupational health is a determining factor in the perception and effectiveness of teleworking for teachers, particularly in contexts with technological limitations such as Cajamarca. It is concluded that strengthening institutional policies on ergonomics, psychosocial support, and digital training promotes teacher well-being and productivity, contributing to the sustainability of educational institutions in virtual environments....
The growing complexity of healthcare delivery and rising expectations regarding patient safety have exposed the limitations of generic quality management systems, particularly ISO 9001, when applied in hospital settings. In response to these challenges, ISO 7101:2023 has been introduced as the first international quality management standard specifically designed for healthcare organizations. This paper reframes hospital quality management by examining ISO 7101 as a healthcare-specific framework capable of integrating organizational governance with clinical quality and patient-centred care. The study aims to assess the potential of ISO 7101 to transform existing hospital quality systems and to evaluate its compatibility with national hospital accreditation frameworks. A mixed methodological approach was applied, including requirements gap analysis, the development of an integration matrix, and a simulation-based case study conducted in a regional hospital. The results demonstrate a high level of alignment between ISO 7101 requirements and accreditation standards (91%), accompanied by measurable improvements in operational performance, quality culture, and patient satisfaction. The findings indicate that ISO 7101 enables a shift from compliance-oriented quality management toward an outcome-based, healthcare-specific approach. By embedding clinical risk management, patient experience, and leadership-driven quality culture into a single framework, ISO 7101 provides a viable foundation for reframing hospital quality management systems beyond the traditional ISO 9001 model....
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