Abstract

Abstract
The ability to describe business processes as executable models has always been one of the fundamental premises of workflow management. Yet, the tacit nature of human knowledge is often an obstacle to eliciting accurate process models. On the other hand, the result of process modeling is a static plan of action, which is difficult to adapt to changing procedures or to different business goals. In this article, we attempt to address these problems by approaching workflow management with a combination of learning and planning techniques. Assuming that processes cannot be fully described at buildtime, we make use of learning techniques, namely Inductive Logic Programming (ILP), in order to discover workflow activities and to describe them as planning operators. These operators will be subsequently fed to a partial-order planner in order to find the process model as a planning solution. The continuous interplay between learning, planning and execution aims at arriving at a feasible plan by successive refinement of the operators. The approach is illustrated in two simple scenarios. Following a discussion of related work, the paper concludes by presenting the main challenges that remain to be solved.

Abstract
Several discussions concerning the improvement of engineering students' learning process take place. The use of Active Learning tools is grabbing the attention of the pedagogical community as an answer to the recent education process requirements for the new century. A debut-mother project named PESC (To Project, To Undertake, To Know How to Achieve) aimed to fulfil these needs by involving students in a hands-on experience. Within this framework, the development of an industrial engineering and management game (IMAGE) was conducted. PESC initiative shows some similarities with CDIO (Conceiving-Designing-Implementing-Operating). However, the authors consider that this framework needs to be improved addressing other important attributes such as the capacity of identifying, evaluating and formulating problems beforehand. The argument is that PESC fulfils these requirements, based on the creation of multidisciplinary working teams under the students' leadership. Work organization and control were vital to the accomplishment of the proposed task. The project key success factors were the establishment of a direct communication and of ambitious assignments that would challenge the whole group. Moreover, detailed task scheduling, weekly meetings and weekly progress reports were implemented by the leaders. These steps induced team work, dynamism, competition and responsibility on the students, enabling the fulfilment of the ambitious deadlines.

Abstract
Public transport systems face the challenge of attracting users to fight the lost in market share, mostly due to the increasing use of private cars. Therefore, the concepts of 'quality' and 'customer' must change and the focus must be on meeting people's needs. At the same time, transport systems should be flexible enough to respond to changes in people's requirements and needs. Thus, the aim for public transport must be enhancing quality of the service. This requires a clear understanding of travel behaviour and consumer needs and expectations. Accordingly, there is an increasing awareness of the importance of including service quality indicators and quality specifications in contracts between operators and public transport authorities. The development of quality measures in the designing of contracts for public transport raises important aspects that must be considered. This paper examines issues concerning the definition of service quality measures for public transport. This will give a better understanding of pertinent questions and of improvement strategies open to public transport management. Next, it outlines some critical aspects that must be considered when including such measures in contracts between operators and public transport authorities.

Abstract
Purpose - To provide the basis for the development of a specific benchmarking methodology for the foundry industry. Design/methodology/approach - The methodology was developed with the support of the Portuguese Foundry Association (APF). The project was structured in two stages: developing the model for the performance assessment (including performance indicators specially designed for the foundry companies); and conducting a pilot benchmarking exercise in order to validate the model. Both stages received the contribution of eight relevant national foundries. Findings - Provides information about expectations of the benchmarking partners group. Make available a specific benchmarking model for assessing the foudries' performance based on critical factors. Provides foundry-oriented indicators. Confirms that benchmarking is a time-consuming tool, demanding continuous commitment of the top-managers. Research limitations/implications - A limitation of the study is the number of benchmarking partners (eight foundries). The statistical analysis of the results based on this small sample was not practicable, preventing the definition of the presumed causal relations between improvement practices and performance outcomes. Practical implications - The benchmarking model is now available at the APF. From now on, this institution can provide its members with a tool for promoting the co-operation among companies and to enhance and enlarge significantly the available information about this sector. This activity will, certainly, help to improve organisations' performance, upgrading the competitiveness of the metalcasting industry in Portugal. Originality/value - This paper helps the development of benchmarking in the metalcasting industry in which the number of published studies is very limited. © Emerald Group Publishing Limited.

Abstract
The Intensive Care Units (ICUs) of several Portuguese hospitals have been using the intensive.care information system (ICS) for the past three years. This system was developed under specification of Medical Doctors (MDs) from ICUs. As the main focus of the initial project was on adding functionality to the system, little attention was given to non-functional requirements such as usability. This paper describes the current ICS and the results of preliminary interviews with its main stakeholders to determine high-level functional and non-functional evolution requirements. The objective of the overall study is to propose usability requirements for such system, in particular from MDs and nurses, its main users. A prototype of an improved user interface will be evaluated to support the development of the next version of the system. The interviews with a key developer and several MDs resulted so far in the conclusion that ICS is a very helpful tool but requires improvements in several modules, such as Patient Entrance and Patient Evolution. However, more advanced modules, such as Infections Management, will also require some adaptations of work processes in ICUs, in order to benefit from the full support that ICS can provide.