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The International Journal Of Engineering And Science (IJES)
|| Volume || 4 || Issue || 5 || Pages || PP.40-44|| 2015 ||
ISSN (e): 2319 – 1813 ISSN (p): 2319 – 1805
www.theijes.com The IJES Page 40
Risk Management; Utilizing Genetic-Fuzzy Approach
1
Ejiofor C.I, 2
Ugwu .C
1,2,
Department of Computer Science, University of Port-Harcourt, Port-Harcourt. Nigeria.
--------------------------------------------------------ABSTRACT---------------------------------------------------------------
Project Risk management is an integral part for business survival. This research paper focuses on determining
project risk factors using genetic algorithm and fuzzy logic base on the demerits of conventional approaches.
Genetic algorithm help optimise the parameters data items while fuzzy logic handle imprecisions. Unified
Modelling Language was utilized for modelling the software system, depicting clearly the interaction between
various components and the dynamic aspect of the system. This paper demonstrates the practical application of
metric based soft computing techniques in the health sector in determining patient’s satisfaction.
Keywords: CRM, Genetic Algorithm, Fuzzy Logic
------------------------------------------------------------------------------------------------------------------------------------------------------
Date of Submission: 20-April-2015 Date of Accepted: 15-May-2015
------------------------------------------------------------------------------------------------------------------------------------------------------
I. INTRODUCTION
Managing risks on project is a process that includes risk assessment and a mitigation strategy for the
risks (David, 2003). Risk assessment includes both the identification of potential risk and the evaluation of the
potential impact of the risk. A risk mitigation plan is designed to eliminate or minimise the impact of the risk
event-occurrences that have negative impact on the project. Identifying risk is both a creative and a disciplined
process. The creative process includes brainstorming sessions where the team is asked to create a list of
everything that could go wrong (David and Alison, 2003). A more disciplined process involves using checklist
of potential risks and evaluating the likelihood that those events might happen on the project. Checklist may be
utilized by several companies based on prior projects. These checklists usually enable project manager and
project team member in identifying both specific risks on the checklist and expanding the thinking of the team.
The past experience of the project team, project experiences within the company and expert in the industry can
be valuable resource for identifying risk on a project (David, 2003).Identifying the sources of risk by category is
another method for exploring potential risk on a project. These sources risk includes; technical, cost, schedule,
client, contractual, weather, financial, political, environmental and people. The people categories can be
subdivided into risk associated with people, which includes risk of not finding needed skills to execute the
project or the sudden unavailability of key people on the project. The same framework of work breakdown
structure (WBS) was utilizing for developing a risk breakdown structure (RBS). A risk breakdown structure
organizes the risk that has been identified into categories using a table with increasing level of detail to the right
(David and Alison, 2003).
The focal point of this paper is centred on selecting and optimising criteria for determining risk management
II. REVIEW OF LITERATURE
The theory of fuzzy logic provides a mathematical strength to capture the uncertainties associated with
human cognitive processes, such as thinking and reasoning. In standard set theory, an object does or does not
belong to a set. There is no middle ground. In such bivalent systems, an object cannot belong to both its set and
its compliment set or to neither of them. This principle preserves the structure of the logic and avoids the
contradiction of object that both is and is not a thing at the same time (Zadeh, 1965). However, fuzzy logic is
highly abstract and employs heuristic (experiment) requiring human experts to discover rules about data
relationship (Angel and Rocio, 2011).
Fuzzy classification assumes the boundary between two neighboring classes as a continuous, overlapping area
within which an object has partial membership in each class (Kuang; Ting-Hua and Ting-Cheng, 2011). Fuzzy
logic highlights the significant of most applications in which categories have fuzzy boundaries, but also
provides a simple representation of the potentially complex partition of the feature space. (Sun and Jang, 1993
and Ahmad, 2011) Conventional approaches of pattern classification involve clustering training samples and
associating clusters to given categories. The complexity and limitations of previous mechanisms are largely due
to the lack of an effective way of defining the boundaries among clusters. This problem becomes more
intractable when the number of features used for classification increases (Christos and Dimitros, 2008).
Risk Management; Utilizing...
www.theijes.com The IJES Page 41
The Genetic Algorithm (GA) is a search and optimization technique based on the principles of genetics
and natural selection. They represent processes in nature that are remarkably successful at optimizing natural
phenomena. They are capable of solving other types of problems, using genetic operators abstracted from
nature; they form a mechanism suitable for a variety of search problems. These algorithms encode a potential
solution to a specific problem on a simple chromosome-like data structure and apply recombination operators to
these structures so as to preserve critical information. Genetic algorithms are often viewed as function optimizer.
The main idea is survival of the fittest (natural selection). Genetic algorithm is composed of three main genetic
operators namely; Selection: is a way for the genetic algorithm to move toward promising regions in the search
space. Mutation: is a genetic operator that changes one or more gene values in a chromosome. The mutation
process helps to overcome trapping at local maxima. Crossover: Exchanging Chromosomes portions of genetic
materials.
According to David, 2003 and David and Alison, 2003 project management risk factors includes; adequate
manpower, planned time frame, needed raw materials, technical support, stringent government policy,
environmental factor and contractual .
III. METHODOLOGY, DESIGN AND RESULT
The Dataset present in Table 1 was obtained through a research survey, utilizing questionnaires as the
research tool. The quantitative and qualitative questionnaires comprises of two segments. The first phase
contains demographic information’s while the second phase comprises of project management risk factor
questions with the aim of eliciting relevant customer satisfaction questions. A total of fifty questionnaires were
constructed and distributed to various project manager and team member and spread across several company
within Nigeria. All questionnaires administrated were retrieved without mutilation.
Table 1: Data Set showing the Degree of membership for Project Risk factors
Table 2: Genetic Algorithm Optimization
S/N Selection Chromosomes (Binary; 0 or 1) Fitness function
Parent (1st
Gen) Crossover Parent (2nd
Gen)
1 50 110010 1 & 6 110101 53
2 46 101110 2 & 4 101100 44
3 46 101110 Mutation 101100 44
4 44 101100 2 & 4 101110 46
5 38 100110 5 & 7 100010 34
6 37 100101 1 & 6 100010 34
7 18 010010 5 & 7 010110 22
Fuzzy membership Function Boundary 0.53
The generated results in table 3 were achieved utilizing 0.53 for determining high degree membership function
and low degree membership function after a conclusive optimization from Table 2. The fuzzy partition for each
input feature consists of the parameters for assessing project risk. The fuzzy rules that can be generated from the
initial fuzzy partitions for the classification of project risk factor are thus:
a. Low Project Risk (Class: C1)
b. Moderate Project Risk (Class: C2)
c. High Project Risk (Class: C3)
If the Project (P) experiences less than or equal to two (P ≤ 2) of the parameters for assessing project risk THEN
(C1), If the Project (P) experiences three (P = 3) of the parameters for project risk THEN (C2) If the Project (P)
experiences four (P ≥ 4) or more of the parameters for assessing project risk THEN (C3).
Parameters or Fuzzy sets
For Project Risk Factors
Codes Membership Function for project Risk Factor
Cluster 1
(C1)
Cluster 2
(C2)
Cluster 3
(C3)
Adequate Manpower R01 0.50 0.15 0.35
Planned Time Frame R02 0.20 0.20 0.60
Needed Raw Materials R03 0.10 0.80 0.10
Technical Support R04 0.20 0.10 0.70
Stringent Government Policy, R05 0.30 0.60 0.10
Environmental Factor R06 0.05 0.05 0.90
Contractual Agreement R07 0.00 0.50 0.50
Risk Management; Utilizing...
www.theijes.com The IJES Page 42
Table 3: Data Set showing the Degree of membership Project Risk Factors
Table 3 represents the degree of membership function for project risk, for instance, R05 in cluster 1, we notice it
has 0.30. In percentage, it can be represented as 30%, in cluster 2, 60%, in cluster 3, 10%. This means that the
degree of membership function for project risk of P05 matches 30% of Low Project Risk, 60% of Moderate
Project Risk and 10% of High Project Risk. The Fuzzy clustering graphical distribution shown Figure 2
depicts one criterion with high degree of membership function for Low project Risk, three criteria’s with high
degree of membership function of Moderate Project Risk, four criteria’s with high degree of membership
function of High Project Risk.
Fig. 2: Graphical Representation highlighting the Degree of Membership Function for Project Risk
3.3 Design
Unified modelling language (UML) is a standard modelling language used for modelling software systems. It
provides a number of graphical tools that can be used to visualize a system from different viewpoints. The
multiple views (user, structural, behaviour, implementation and environment) of the system that is represented
by using diagrams together depict the model of the system (Philippe, 2000 and Chris, 2000). The views typically
used are The User view; represents the goal and objectives of the system form user’s viewpoint. The structured
view; represent the static or idle state of the system. The behavioural view; represents the dynamic or changing
aspect of the system. The implementation view; represents the distribution of the logical elements, such as
source code structure, runtime implementation structure of the system. The environment view; represents the
distribution of the physical elements of the system.
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
P01 P02 P03 P04 P05 P06 P07
Low Project Risk
Moderate Project Risk
High Project Risk
Parameters or Fuzzy sets
For Project Risk
Codes Membership Function for Project Risk
Cluster 1
(C1)
Cluster 2
(C2)
Cluster 3
(C3)
Timeliness R01 0.50 0.15 0.35
Proper Signage R02 0.20 0.20 0.60
Optima Human Touch R03 0.10 0.80 0.10
Accuracy Healthcare delivery R04 0.20 0.10 0.70
Responsiveness R05 0.30 0.60 0.10
Adequate infrastructures R06 0.05 0.05 0.90
Balance Healthcare cost R07 0.00 0.50 0.50
Result Low Project
Risk
Moderate
Project Risk
High Project
Risk
Risk Management; Utilizing...
www.theijes.com The IJES Page 43
IV. DISCUSSION
The Project Risk provides an interactive framework of determining potential project risk objectively as
opposed to the subjective questionnaire based approach based on achievable criteria’s to pinpoint a central base
for determining linguistic variables membership function in achieving our fuzzy middle-ground (“Moderate
Project Risk”) from “Low Project Risk” and “High Project Risk”.
V. CONCLUSIONS
An intelligent based approach has be harnessed in determining Project Risk, taking into cognizant the
appropriate project risk factors.
REFERENCES
[1]. Ahmad H. (2011), “Fuzzy approach to Likert Spectrum in Classified levels in surveying researches” retrieved
http://www.tjmcs.com.
[2]. Angel C. and Rocio R. ( 2011), “Documentation management with Ant colony Optimization Metaheuristic: A Fuzzy Text
Clustering Approach Using Pheromone trails” retrieved from soft computing in Industrial applications, Advances in intelligent
and soft Computing, vol. 96, 2011, 261-70, DOI: 10.1007/978-3-642-20505-1_23
[3]. Chris M. (2000), “Enterprise Modeling With UML: Designing Successful Software through Business Analyses, Addison Wesley.
7/4/2013
[4]. Christos S. and Dimitros S. (2008) “Neural Network”, retrieved from http://www.docstoc.com/docs/15050/neural-networks
[5]. CISA: Certified Information System Auditor (2010), “Cisa Review Manual 2010”, Chapter 3, 185
[6]. Crow R., Gage H., Hampson S., Hart J., Kimber A., Storey L., and Thomas H. (2003), “The measurement of satisfaction with
healthcare: implications for practice from a systematic review of the literature”, Health Technology Assessment 2002; Vol. 6:
No. 32
[7]. David H. (2003), “Using a Risk Breakdown Structure in Project Management” Journal of facilities management, Vol.2, No.1, Pp
85-97.
[8]. David P. and Alison M. (2003), “Action Research to Explore Perception of Risk in Project Management”, International Journal
of Productivity and Performance Management, Vol.53, No.1, Pp.18-32
[9]. Felicia D. (2013), “Factors That Affect Customer Satisfaction in Healthcare” retrieved online from
http://www.ehow.com/info_8315253_factors-affect-customer-satisfaction-health
[10]. Jayshree C. and Faizan A. (2013), “Factors Affecting on Customer Satisfaction in Retail Banking: An Empirical Study”
International Journal of Business and Management Invention (IJBMI, Volume 2 Issue 1 ǁ January. 2013ǁ PP.55-62
[11]. Kuang Y. H.; Ting-H. C. and Ting-Cheng Chang (2011), “Determination of the threshold value β of variable precision rough set
by fuzzy algorithms” retrieved from http://www.sciencedirect.com/science/article/pii/S0888613X11000831
Risk Management; Utilizing...
www.theijes.com The IJES Page 44
[12]. Obi and Imianvan (2013), “Soft-Computing Systemic Approach for Varied Diabetes Identification” Master of Science Research
Project, Department of Computer Science, University of Benin, Benin City, Edo State, Nigeria.
[13]. Paul G. and Jongbok B. (2001), “Customer Relationship Management”, Center for Research on Information technology and
organization University of California, Irvine 3200 Berkeley Place Irvine, CA, 92697-4650
[14]. Philippe K. (2000), “Rationale Unified Process: An Introduction: Second Edition, Addison Wesley
[15]. Russell S. W. (2001), Customer Relationship Management: A Framework, Research Directions, and the Future” Haas School of
Business, University of California at Berkeley
[16]. Satoshi U. (2006), “The Impact of Customer Relationship Management” Program on U.S.-Japan Relations Harvard University,
61 Kirkland Street Cambridge, MA 02138-2030
[17]. Sun C.T. and Jang J.S. (1993) “A neuro-fuzzy classifier and its applications”, in: Proc. IEEE Int. Conference on Neural
Networks, San Francisco, pp.94–98.
[18]. Zadeh L.A. (1965), “Fuzzy sets. Information and Control”, Vol.8, pp.338-353.

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Risk Management; Utilizing Genetic-Fuzzy Approach

  • 1. The International Journal Of Engineering And Science (IJES) || Volume || 4 || Issue || 5 || Pages || PP.40-44|| 2015 || ISSN (e): 2319 – 1813 ISSN (p): 2319 – 1805 www.theijes.com The IJES Page 40 Risk Management; Utilizing Genetic-Fuzzy Approach 1 Ejiofor C.I, 2 Ugwu .C 1,2, Department of Computer Science, University of Port-Harcourt, Port-Harcourt. Nigeria. --------------------------------------------------------ABSTRACT--------------------------------------------------------------- Project Risk management is an integral part for business survival. This research paper focuses on determining project risk factors using genetic algorithm and fuzzy logic base on the demerits of conventional approaches. Genetic algorithm help optimise the parameters data items while fuzzy logic handle imprecisions. Unified Modelling Language was utilized for modelling the software system, depicting clearly the interaction between various components and the dynamic aspect of the system. This paper demonstrates the practical application of metric based soft computing techniques in the health sector in determining patient’s satisfaction. Keywords: CRM, Genetic Algorithm, Fuzzy Logic ------------------------------------------------------------------------------------------------------------------------------------------------------ Date of Submission: 20-April-2015 Date of Accepted: 15-May-2015 ------------------------------------------------------------------------------------------------------------------------------------------------------ I. INTRODUCTION Managing risks on project is a process that includes risk assessment and a mitigation strategy for the risks (David, 2003). Risk assessment includes both the identification of potential risk and the evaluation of the potential impact of the risk. A risk mitigation plan is designed to eliminate or minimise the impact of the risk event-occurrences that have negative impact on the project. Identifying risk is both a creative and a disciplined process. The creative process includes brainstorming sessions where the team is asked to create a list of everything that could go wrong (David and Alison, 2003). A more disciplined process involves using checklist of potential risks and evaluating the likelihood that those events might happen on the project. Checklist may be utilized by several companies based on prior projects. These checklists usually enable project manager and project team member in identifying both specific risks on the checklist and expanding the thinking of the team. The past experience of the project team, project experiences within the company and expert in the industry can be valuable resource for identifying risk on a project (David, 2003).Identifying the sources of risk by category is another method for exploring potential risk on a project. These sources risk includes; technical, cost, schedule, client, contractual, weather, financial, political, environmental and people. The people categories can be subdivided into risk associated with people, which includes risk of not finding needed skills to execute the project or the sudden unavailability of key people on the project. The same framework of work breakdown structure (WBS) was utilizing for developing a risk breakdown structure (RBS). A risk breakdown structure organizes the risk that has been identified into categories using a table with increasing level of detail to the right (David and Alison, 2003). The focal point of this paper is centred on selecting and optimising criteria for determining risk management II. REVIEW OF LITERATURE The theory of fuzzy logic provides a mathematical strength to capture the uncertainties associated with human cognitive processes, such as thinking and reasoning. In standard set theory, an object does or does not belong to a set. There is no middle ground. In such bivalent systems, an object cannot belong to both its set and its compliment set or to neither of them. This principle preserves the structure of the logic and avoids the contradiction of object that both is and is not a thing at the same time (Zadeh, 1965). However, fuzzy logic is highly abstract and employs heuristic (experiment) requiring human experts to discover rules about data relationship (Angel and Rocio, 2011). Fuzzy classification assumes the boundary between two neighboring classes as a continuous, overlapping area within which an object has partial membership in each class (Kuang; Ting-Hua and Ting-Cheng, 2011). Fuzzy logic highlights the significant of most applications in which categories have fuzzy boundaries, but also provides a simple representation of the potentially complex partition of the feature space. (Sun and Jang, 1993 and Ahmad, 2011) Conventional approaches of pattern classification involve clustering training samples and associating clusters to given categories. The complexity and limitations of previous mechanisms are largely due to the lack of an effective way of defining the boundaries among clusters. This problem becomes more intractable when the number of features used for classification increases (Christos and Dimitros, 2008).
  • 2. Risk Management; Utilizing... www.theijes.com The IJES Page 41 The Genetic Algorithm (GA) is a search and optimization technique based on the principles of genetics and natural selection. They represent processes in nature that are remarkably successful at optimizing natural phenomena. They are capable of solving other types of problems, using genetic operators abstracted from nature; they form a mechanism suitable for a variety of search problems. These algorithms encode a potential solution to a specific problem on a simple chromosome-like data structure and apply recombination operators to these structures so as to preserve critical information. Genetic algorithms are often viewed as function optimizer. The main idea is survival of the fittest (natural selection). Genetic algorithm is composed of three main genetic operators namely; Selection: is a way for the genetic algorithm to move toward promising regions in the search space. Mutation: is a genetic operator that changes one or more gene values in a chromosome. The mutation process helps to overcome trapping at local maxima. Crossover: Exchanging Chromosomes portions of genetic materials. According to David, 2003 and David and Alison, 2003 project management risk factors includes; adequate manpower, planned time frame, needed raw materials, technical support, stringent government policy, environmental factor and contractual . III. METHODOLOGY, DESIGN AND RESULT The Dataset present in Table 1 was obtained through a research survey, utilizing questionnaires as the research tool. The quantitative and qualitative questionnaires comprises of two segments. The first phase contains demographic information’s while the second phase comprises of project management risk factor questions with the aim of eliciting relevant customer satisfaction questions. A total of fifty questionnaires were constructed and distributed to various project manager and team member and spread across several company within Nigeria. All questionnaires administrated were retrieved without mutilation. Table 1: Data Set showing the Degree of membership for Project Risk factors Table 2: Genetic Algorithm Optimization S/N Selection Chromosomes (Binary; 0 or 1) Fitness function Parent (1st Gen) Crossover Parent (2nd Gen) 1 50 110010 1 & 6 110101 53 2 46 101110 2 & 4 101100 44 3 46 101110 Mutation 101100 44 4 44 101100 2 & 4 101110 46 5 38 100110 5 & 7 100010 34 6 37 100101 1 & 6 100010 34 7 18 010010 5 & 7 010110 22 Fuzzy membership Function Boundary 0.53 The generated results in table 3 were achieved utilizing 0.53 for determining high degree membership function and low degree membership function after a conclusive optimization from Table 2. The fuzzy partition for each input feature consists of the parameters for assessing project risk. The fuzzy rules that can be generated from the initial fuzzy partitions for the classification of project risk factor are thus: a. Low Project Risk (Class: C1) b. Moderate Project Risk (Class: C2) c. High Project Risk (Class: C3) If the Project (P) experiences less than or equal to two (P ≤ 2) of the parameters for assessing project risk THEN (C1), If the Project (P) experiences three (P = 3) of the parameters for project risk THEN (C2) If the Project (P) experiences four (P ≥ 4) or more of the parameters for assessing project risk THEN (C3). Parameters or Fuzzy sets For Project Risk Factors Codes Membership Function for project Risk Factor Cluster 1 (C1) Cluster 2 (C2) Cluster 3 (C3) Adequate Manpower R01 0.50 0.15 0.35 Planned Time Frame R02 0.20 0.20 0.60 Needed Raw Materials R03 0.10 0.80 0.10 Technical Support R04 0.20 0.10 0.70 Stringent Government Policy, R05 0.30 0.60 0.10 Environmental Factor R06 0.05 0.05 0.90 Contractual Agreement R07 0.00 0.50 0.50
  • 3. Risk Management; Utilizing... www.theijes.com The IJES Page 42 Table 3: Data Set showing the Degree of membership Project Risk Factors Table 3 represents the degree of membership function for project risk, for instance, R05 in cluster 1, we notice it has 0.30. In percentage, it can be represented as 30%, in cluster 2, 60%, in cluster 3, 10%. This means that the degree of membership function for project risk of P05 matches 30% of Low Project Risk, 60% of Moderate Project Risk and 10% of High Project Risk. The Fuzzy clustering graphical distribution shown Figure 2 depicts one criterion with high degree of membership function for Low project Risk, three criteria’s with high degree of membership function of Moderate Project Risk, four criteria’s with high degree of membership function of High Project Risk. Fig. 2: Graphical Representation highlighting the Degree of Membership Function for Project Risk 3.3 Design Unified modelling language (UML) is a standard modelling language used for modelling software systems. It provides a number of graphical tools that can be used to visualize a system from different viewpoints. The multiple views (user, structural, behaviour, implementation and environment) of the system that is represented by using diagrams together depict the model of the system (Philippe, 2000 and Chris, 2000). The views typically used are The User view; represents the goal and objectives of the system form user’s viewpoint. The structured view; represent the static or idle state of the system. The behavioural view; represents the dynamic or changing aspect of the system. The implementation view; represents the distribution of the logical elements, such as source code structure, runtime implementation structure of the system. The environment view; represents the distribution of the physical elements of the system. 0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1 P01 P02 P03 P04 P05 P06 P07 Low Project Risk Moderate Project Risk High Project Risk Parameters or Fuzzy sets For Project Risk Codes Membership Function for Project Risk Cluster 1 (C1) Cluster 2 (C2) Cluster 3 (C3) Timeliness R01 0.50 0.15 0.35 Proper Signage R02 0.20 0.20 0.60 Optima Human Touch R03 0.10 0.80 0.10 Accuracy Healthcare delivery R04 0.20 0.10 0.70 Responsiveness R05 0.30 0.60 0.10 Adequate infrastructures R06 0.05 0.05 0.90 Balance Healthcare cost R07 0.00 0.50 0.50 Result Low Project Risk Moderate Project Risk High Project Risk
  • 4. Risk Management; Utilizing... www.theijes.com The IJES Page 43 IV. DISCUSSION The Project Risk provides an interactive framework of determining potential project risk objectively as opposed to the subjective questionnaire based approach based on achievable criteria’s to pinpoint a central base for determining linguistic variables membership function in achieving our fuzzy middle-ground (“Moderate Project Risk”) from “Low Project Risk” and “High Project Risk”. V. CONCLUSIONS An intelligent based approach has be harnessed in determining Project Risk, taking into cognizant the appropriate project risk factors. REFERENCES [1]. Ahmad H. (2011), “Fuzzy approach to Likert Spectrum in Classified levels in surveying researches” retrieved http://www.tjmcs.com. [2]. Angel C. and Rocio R. ( 2011), “Documentation management with Ant colony Optimization Metaheuristic: A Fuzzy Text Clustering Approach Using Pheromone trails” retrieved from soft computing in Industrial applications, Advances in intelligent and soft Computing, vol. 96, 2011, 261-70, DOI: 10.1007/978-3-642-20505-1_23 [3]. Chris M. (2000), “Enterprise Modeling With UML: Designing Successful Software through Business Analyses, Addison Wesley. 7/4/2013 [4]. Christos S. and Dimitros S. (2008) “Neural Network”, retrieved from http://www.docstoc.com/docs/15050/neural-networks [5]. CISA: Certified Information System Auditor (2010), “Cisa Review Manual 2010”, Chapter 3, 185 [6]. Crow R., Gage H., Hampson S., Hart J., Kimber A., Storey L., and Thomas H. (2003), “The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature”, Health Technology Assessment 2002; Vol. 6: No. 32 [7]. David H. (2003), “Using a Risk Breakdown Structure in Project Management” Journal of facilities management, Vol.2, No.1, Pp 85-97. [8]. David P. and Alison M. (2003), “Action Research to Explore Perception of Risk in Project Management”, International Journal of Productivity and Performance Management, Vol.53, No.1, Pp.18-32 [9]. Felicia D. (2013), “Factors That Affect Customer Satisfaction in Healthcare” retrieved online from http://www.ehow.com/info_8315253_factors-affect-customer-satisfaction-health [10]. Jayshree C. and Faizan A. (2013), “Factors Affecting on Customer Satisfaction in Retail Banking: An Empirical Study” International Journal of Business and Management Invention (IJBMI, Volume 2 Issue 1 ǁ January. 2013ǁ PP.55-62 [11]. Kuang Y. H.; Ting-H. C. and Ting-Cheng Chang (2011), “Determination of the threshold value β of variable precision rough set by fuzzy algorithms” retrieved from http://www.sciencedirect.com/science/article/pii/S0888613X11000831
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