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Search indexed NASA NTRS and DOE OSTI research on propulsion, heat transfer, battery materials and energy systems. Follow report and document links to the original sources.

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At least 19 records
All sourcesNASA NTRSDOE OSTI
NASA NTRS2007

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

Hunter, Joyce A.↗
NASA NTRS2014

Space Mission Operations Ground Systems Integration Customer Service

The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security, and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.

Roth, Karl↗
NASA NTRS2003

Rethinking Human-Centered Computing: Finding the Customer and Negotiated Interactions at the Airport

The breakdown in the air transportation system over the past several years raises an interesting question for researchers: How can we help improve the reliability of airline operations? In offering some answers to this question, we make a statement about Huuman-Centered Computing (HCC). First we offer the definition that HCC is a multi-disciplinary research and design methodology focused on supporting humans as they use technology by including cognitive and social systems, computational tools and the physical environment in the analysis of organizational systems. We suggest that a key element in understanding organizational systems is that there are external cognitive and social systems (customers) as well as internal cognitive and social systems (employees) and that they interact dynamically to impact the organization and its work. The design of human-centered intelligent systems must take this outside-inside dynamic into account. In the past, the design of intelligent systems has focused on supporting the work and improvisation requirements of employees but has often assumed that customer requirements are implicitly satisfied by employee requirements. Taking a customer-centric perspective provides a different lens for understanding this outside-inside dynamic, the work of the organization and the requirements of both customers and employees In this article we will: 1) Demonstrate how the use of ethnographic methods revealed the important outside-inside dynamic in an airline, specifically the consequential relationship between external customer requirements and perspectives and internal organizational processes and perspectives as they came together in a changing environment; 2) Describe how taking a customer centric perspective identifies places where the impact of the outside-inside dynamic is most critical and requires technology that can be adaptive; 3) Define and discuss the place of negotiated interactions in airline operations, identifying how these interactions between customers and airline employees provided new insights into design problems in the airline system; 4) Show how taking a customer-centric perspective influences the HCC design of an airline system and make recommendations for new architectures and intelligent devices that will enable airline systems to adapt flexibly to delay situations, supporting both customers and airline employees.

Wales, Roxana↗
NASA NTRSDate not supplied

Custom Integration of Multiple Medical Functionalities

INTRODUCTION: Previous spaceflight experience and results from probabilistic risk assessment of spaceflight medical risk have highlighted the need for vital sign measurements, medical scopes, and clinical imaging tools for managing medical conditions during spaceflight. The Human Research Program’s Exploration Medical Capability (ExMC) Element and the Mars Campaign Office’s Exploration Medical Integrated Product Team (XMIPT) have performed ground-based evaluations of two Commercial-off-the-Shelf (COTS) Multi-functional Integrated Medical (MIM) devices, which integrate various medical capabilities together in one device. The key findings from these evaluations are presented in a complementary presentation, leaving this presentation to focus on forward recommendations for customized integration of multiple medical functionalities. KEY COMPONENTS: The key features of a custom integration of multiple medical functionalities includes devices and capabilities that optimally reduce medical risk. The COTS MIM devices incorporated functionality for best supporting Earth-based, emergency, pre-hospital care. Our custom integration will use probabilistic risk assessment tools, such as the Medical Extensible Dynamic Probabilistic Risk Assessment Tool (MEDPRAT), to determine the optimal functionality to include based on medical risk minimization. An additional feature of custom integration includes the ability to adapt to different requirements within different vehicles and/or missions. The COTS MIM devices store data in patient specific records, however, the format of the records is not modifiable, and data are not easily transferred from the MIM device to a central data architecture outside of the manufacturer’s established system. Our concept for custom integration will use devices that have an open application programming interface, which can easily connect to independent data architectures and third-party visualization software. The ultrasound capabilities included within the COTS MIM devices did not satisfy many of the Artemis Research and Operations Working Group’s ultrasound functional needs, and therefore, incorporation of higher quality ultrasound capabilities within a customized integration will be beneficial. The COTS MIM devices included minimal procedural guidance and clinical decision support tools. Supplemental tools of this type would need to be supplied along with the COTS MIM devices if they were to be used operationally, so another advantage of customization is the ability to integrate these support tools along with the medical functionality, for a more streamlined user experience. CONCLUSION: Investigation of a customized integration of medical functionality provides a method for further understanding the needs of a long-term exploration spaceflight medical system. The crew members of these exploration missions will need to operate more and more independently from Earth-based ground support. Therefore, having an optimized, streamlined medical system, which contains the functionality and supporting information needed, while remaining within mission and vehicle constraints, will help to maintain crew health and performance, which is necessary for achieving high levels of mission success.

B E Lewandowski↗
NASA NTRS1998

Improving Customer Satisfaction in an R and D Environment

Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

Alexander, Anita↗
NASA NTRS2008

Generating Customized Verifiers for Automatically Generated Code

Program verification using Hoare-style techniques requires many logical annotations. We have previously developed a generic annotation inference algorithm that weaves in all annotations required to certify safety properties for automatically generated code. It uses patterns to capture generator- and property-specific code idioms and property-specific meta-program fragments to construct the annotations. The algorithm is customized by specifying the code patterns and integrating them with the meta-program fragments for annotation construction. However, this is difficult since it involves tedious and error-prone low-level term manipulations. Here, we describe an annotation schema compiler that largely automates this customization task using generative techniques. It takes a collection of high-level declarative annotation schemas tailored towards a specific code generator and safety property, and generates all customized analysis functions and glue code required for interfacing with the generic algorithm core, thus effectively creating a customized annotation inference algorithm. The compiler raises the level of abstraction and simplifies schema development and maintenance. It also takes care of some more routine aspects of formulating patterns and schemas, in particular handling of irrelevant program fragments and irrelevant variance in the program structure, which reduces the size, complexity, and number of different patterns and annotation schemas that are required. The improvements described here make it easier and faster to customize the system to a new safety property or a new generator, and we demonstrate this by customizing it to certify frame safety of space flight navigation code that was automatically generated from Simulink models by MathWorks' Real-Time Workshop.

Denney, Ewen↗
NASA NTRSDate not supplied

Managing HRP’S External Deliverables: The Process and the Customers

The Human Research Program’s (HRP) external deliverables (EDs) are the final outcomes of the research that the HRP Elements develop and execute. Four categories of HRP EDs exist: standards, requirements, countermeasures, and tools/technology. The NASA Human Health and Performance directorate’s primary stakeholders, i.e., the customers for the EDs, include the Office of the Chief Health and Medical Officer (OCHMO) (Standards Team, Chief Health and Performance Officers and Chief Medical Officers, Human System Risk Board), and the agency’s System Capability Leadership Teams. The EDs may address the need of a specific customer, a specific design reference mission, or a vehicle lifecycle milestone. HRP’s Maturation and Integration Office External Programs facilitates the process of delivering the EDs to the targeted customers according to the customer’s expectations. This presentation describes this coordinated process and provides an overview of the nature of different types of EDs and how they impact the customers’ products. Successful transfer of the EDs to the customers will help mitigate the health and performance risks that crewmembers will face during NASA’s future exploration missions.

HRP research external deliverables↗
NASA NTRSDate not supplied

Managing HRP's External Deliverables: The Process and the Customers

The Human Research Program’s (HRP) external deliverables (EDs) are the final outcomes of the research that the HRP Elements develop and execute. The NASA Human Health and Performance directorate’s primary stakeholders, i.e., the customers for the EDs, include the Office of the Chief Health and Medical Officer (OCHMO) (Standards Team, Chief Health and Performance Officers and Chief Medical Officers, Human System Risk Board), and the agency’s System Capability Leadership Teams. The EDs may address the need of a specific customer, a specific design reference mission, or a vehicle lifecycle milestone. HRP’s Maturation and Integration Office External Programs facilitates the process of delivering the EDs to the targeted customers according to the customer’s expectations. This presentation describes this coordinated process and provides an overview of the nature of different types of EDs and how they impact the customers’ products. Successful transfer of the EDs to the customers will help mitigate the health and performance risks that crewmembers will face during NASA’s future exploration missions.

research↗
NASA NTRS1984

A customer-friendly Space Station

This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

Pivirotto, D. S.↗
NASA NTRS1992

Hitchhiker: Customer Accommodations and Requirements Specifications (CARS)

In 1984, NASA Headquarters established projects at the Goddard Space Flight Center (GSFC) and the Marshall Space Flight Center (MSFC) to develop quick-reaction carrier systems for low-cost 'flight of opportunity' or secondary payloads on the Space Transportation System (STS). One of these projects is the Hitchhiker (HH) Program. GSFC has developed a family of carrier equipment known as the Shuttle Payload of Opportunity Carrier (SPOC) system for mounting small payloads such as HH to the side of the Orbiter payload bay. The side-mounted HHs are referred to as Hitchhiker-G (HH-G). MSFC developed a cross-bay 'bridge-type' carrier structure called the Hitchhiker-M (HH-M). In 1987, responsibility for the HH-M carrier was transferred to and is now managed by the HH Project Office at the GSFC. The HH-M carrier now uses the same interchangeable SPOC avionics unit and the same electrical interfaces and services developed for HH-G. National Aeronautics and Space Administration (NASA) has created this document to acquaint potential HH system customers with the facilities NASA provides and the requirements which customers must satisfy to use these facilities. This publication defines interface items required for integrating customer equipment with the HH carrier system. Those items such as mounting equipment and electrical inputs and outputs; configuration, environmental, command, telemetry, and operational constraints are described as well as weight, power, and communications. The purpose of this publication is to help the customer understand essential integration documentation requirements and to prepare a Customer Payload Requirements (CPR) document.

Source record↗
NASA NTRS1994

Customizing the JPL Multimission Ground Data System: Lessons learned

The Multimission Ground Data System (MGDS) at NASA's Jet Propulsion Laboratory has brought improvements and new technologies to mission operations. It was designed as a generic data system to meet the needs of multiple missions and avoid re-inventing capabilities for each new mission and thus reduce costs. It is based on adaptable tools that can be customized to support different missions and operations scenarios. The MGDS is based on a distributed client/server architecture, with powerful Unix workstations, incorporating standards and open system architectures. The distributed architecture allows remote operations and user science data exchange, while also providing capabilities for centralized ground system monitor and control. The MGDS has proved its capabilities in supporting multiple large-class missions simultaneously, including the Voyager, Galileo, Magellan, Ulysses, and Mars Observer missions. The Operations Engineering Lab (OEL) at JPL has been leading Customer Adaptation Training (CAT) teams for adapting and customizing MGDS for the various operations and engineering teams. These CAT teams have typically consisted of only a few engineers who are familiar with operations and with the MGDS software and architecture. Our experience has provided a unique opportunity to work directly with the spacecraft and instrument operations teams and understand their requirements and how the MGDS can be adapted and customized to minimize their operations costs. As part of this work, we have developed workstation configurations, automation tools, and integrated user interfaces at minimal cost that have significantly improved productivity. We have also proved that these customized data systems are most successful if they are focused on the people and the tasks they perform and if they are based upon user confidence in the development team resulting from daily interactions. This paper will describe lessons learned in adapting JPL's MGDS to fly the Voyager, Galileo, and Mars Observer missions. We will explain how powerful, existing ground data systems can be adapted and packaged in a cost effective way for operations of small and large planetary missions. We will also describe how the MGDS was adapted to support operations within the Galileo Spacecraft Testbed. The Galileo testbed provided a unique opportunity to adapt MGDS to support command and control operations for a small autonomous operations team of a handful of engineers flying the Galileo Spacecraft flight system model.

Murphy, Susan C.↗
NASA NTRS2010

Improving Customer Waiting Time at a DMV Center Using Discrete-Event Simulation

Virginia's Department of Motor Vehicles (DMV) serves a customer base of approximately 5.6 million licensed drivers and ID card holders and 7 million registered vehicle owners. DMV has more daily face-to-face contact with Virginia's citizens than any other state agency [1]. The DMV faces a major difficulty in keeping up with the excessively large customers' arrival rate. The consequences are queues building up, stretching out to the entrance doors (and sometimes even outside) and customers complaining. While the DMV state employees are trying to serve at their fastest pace, the remarkably large queues indicate that there is a serious problem that the DMV faces in its services, which must be dealt with rapidly. Simulation is considered as one of the best tools for evaluating and improving complex systems. In this paper, we use it to model one of the DMV centers located in Norfolk, VA. The simulation model is modeled in Arena 10.0 from Rockwell systems. The data used is collected from experts of the DMV Virginia headquarter located in Richmond. The model created was verified and validated. The intent of this study is to identify key problems causing the delays at the DMV centers and suggest possible solutions to minimize the customers' waiting time. In addition, two tentative hypotheses aiming to improve the model's design are tested and validated.

Arnaout, Georges M.↗
NASA NTRS2022

An Adaptation of ISO 11204 using Customized Correction Grades to Mitigate Ambient Noise Effects when Computing Sonic Boom Loudness Levels

A spectral-based correction adapted from ISO 11204 [1] is investigated here to mitigate the effects of ambient noise contamination of sonic booms recorded by noise monitors during field tests. The algorithm from sections 5.4.2 and 7 of ISO 11204 is customized using six nonstandard correction grades in addition to implementing the two standardized grades described in ISO 11204. The six nonstandard grades allow for more aggressive correction of the levels of the sonic boom spectrum when they are proximate to the ambient spectrum. Of the eight correction grades, the most aggressive custom correction grade, termed “Custom F” here, performed best under the conditions that were studied. Consequently, “Custom F” is recommended for use when processing in-field recordings of X-59 sonic booms. To evaluate the eight correction grades, mock X-59 acoustic recordings were generated using predicted ground-level X-59 sonic booms. These ground-level waveforms were created by Doebler [2] by propagating nearfield CFD solutions of the X-59 C612A configuration to the ground using PCBoom [3] (please see Acknowledgements and Refs. [4, 5, 2, 6]). To generate the mock acoustic recordings from those ground-level waveforms, they were further modified using turbulence filters developed during the NASA SonicBAT effort [7], post boom noise audio clips from the NASA SonicBAT tests [7], and ambient noise from the NASA QSF18 test [8, 9]. These mock acoustic recordings enabled evaluation of the ambient noise mitigation methods since the proper loudness levels of the X-59 waveforms in absence of ambient noise are known. Specifically, these known levels provide a benchmark against which the corrected loudness levels are compared, where the corrected loudness levels are computed when ambient noise is present within the waveforms. Importantly, similar analyses using in-field recordings are not possible since the proper loudness levels of the sonic boom waveforms in absence of ambient noise are unknowable when analyzing in-field recordings. Consequently, if additional analyses of ambient noise mitigation methods are needed, then use of mock recordings like those used here is recommended.

Sonic boom↗
NASA NTRS1976

Thermal performance of a customized multilayer insulation (MLI)

The thermal performance of a LH2 tank on a shroudless vehicle was investigated. The 1.52 m (60 in) tank was insulated with 2 MLI blankets consisting of 18 double aluminized Mylar radiation shields and 19 silk net spacers. The temperature of outer space was simulated by using a cryoshroud which was maintained at near liquid hydrogen temperature. The heating effects of a payload were simulated by utilizing a thermal payload simulator (TPS) viewing the tank. The test program consisted of three major test categories: (1) null testing, (2) thermal performance testing of the tank installed MLI system, and (3) thermal testing of a customized MLI configuration. TPS surface temperatures during the null test were maintained at near hydrogen temperature and during test categories 2 and 3 at 289 K (520R). The heat flow rate through the tank installed MLI at a tank/TPS spacing of 0.457 m was 1.204 watts with no MLI on the TPS and 0.059 watts through the customized MLI with three blankets on the TPS. Reducing the tank/TPS spacing from 0.457 m to 0.152 m the heat flow through the customized MLI increased by 10 percent.

Leonhard, K. E.↗
NASA NTRS1985

Throughput comparison of microscope objectives and custom lenses for laser diode output beam collimation

The efficiency with which microscope objectives and custom lenses collimate laser diode emission was measured. Four microscope objectives of 10, 21, 45, and 60 power and two custom lenses of 1 and 0.8 power were used. An autocollimator system was used to measure throughput. It consisted of 1 m focal length lens, a 10 power microscope objective, and a 128-element G series Reticon linear array. Collimating throughput efficiency was defined as the ratio of measured collimated power to total laser output power. Two throughput efficiencies were obtained: one for the didoe operation below lasing and the other for the diode operation above lasing. The custom lenses had higher throughput efficiencies than the microscope objectives. The f/0.8 system provided better throughput efficiencies than the f/1.0 system.

Fuhr, P. L.↗
NASA NTRS1987

Customer concerns regarding satellite servicing

The organization of orbital servicing of satellites is discussed. Provision of servicing equipment; design interfaces between the satellite and the servicing equipment; and the economic viability of the concept are discussed. The proposed solution for satisfying customer concerns is for the servicing organizations to baseline an adequate inventory of servicing equipment with standard interfaces and established servicing costs. With this knowledge, the customer can conduct tradeoff studies and make programmatic decisions regarding servicing options. A dialog procedure between customers and servicing specialists is outlined.

Rysavy, Gordon↗
NASA NTRS2009

Customer Communication Document

This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

Source record↗
NASA NTRS2013

Domain-Specific Languages and Diagram Customization for a Concurrent Engineering Environment

A major open question for advocates of Model-Based Systems Engineering (MBSE) is the question of how system and subsystem engineers will work together. The Systems Modeling Language (SysML), like any language intended for a large audience, is in tension between the desires for simplicity and for expressiveness. In order to be more expressive, many specialized language elements may be introduced, which will unfortunately make a complete understanding of the language a more daunting task. While this may be acceptable for systems modelers, it will increase the challenge of including subsystem engineers in the modeling effort. One possible answer to this situation is the use of Domain-Specific Languages (DSL), which are fully supported by the Unified Modeling Language (UML). SysML is in fact a DSL for systems engineering. The expressive power of a DSL can be enhanced through the use of diagram customization. Various domains have already developed their own schematic vocabularies. Within the space engineering community, two excellent examples are the propulsion and telecommunication subsystems. A return to simple box-and-line diagrams (e.g., the SysML Internal Block Diagram) are in many ways a step backward. In order allow subsystem engineers to contribute directly to the model, it is necessary to make a system modeling tool at least approximate in accessibility to drawing tools like Microsoft PowerPoint and Visio. The challenge is made more extreme in a concurrent engineering environment, where designs must often be drafted in an hour or two. In the case of the Jet Propulsion Laboratory's Team X concurrent design team, a subsystem is specified using a combination of PowerPoint for drawing and Excel for calculation. A pilot has been undertaken in order to meld the drawing portion and the production of master equipment lists (MELs) via a SysML authoring tool, MagicDraw. Team X currently interacts with its customers in a process of sharing presentations. There are several inefficiencies that arise from this situation. The first is that a customer team must wait two weeks to a month (which is 2-4 times the duration of most Team X studies themselves) for a finalized, detailed design description. Another is that this information must be re-entered by hand into the set of engineering artifacts and design tools that the mission concept team uses after a study is complete. Further, there is no persistent connection to Team X or institutionally shared formulation design tools and data after a given study, again reducing the direct reuse of designs created in a Team X study. This paper presents the underpinnings of subsystem DSLs as they were developed for this pilot. This includes specialized semantics for different domains as well as the process by which major categories of objects were derived in support of defining the DSLs. The feedback given to us by the domain experts on usability, along with a pilot study with the partial inclusion of these tools is also discussed.

Cole, Bjorn↗