Using Lean Six Sigma to improve mobile order fulfilment process in a telecom service sector

This study proposes and follows a specific and systematic framework for implementing Lean Six Sigma (LSS) methodology in a telecom company in order to improve customer satisfaction by minimizing the company’s response time to customer requirements. The goal of this study was achieved by utilizing several LSS tools under five phases of the DMAIC methodology. Unlike previous studies in the telecom sector that used only qualitative method, in this study, both qualitative and quantitative methods were utilized to draw meaningful conclusions. As a result of the implementation of the LSS methodology, the average order fulfilment lead time for sales orders (SO) and value-added service (VAS) orders was reduced from 10.3 to 5.9 days and from 1.5 to 0.5 days, respectively. The reduction in lead time resulted in an increase in the sigma level for SO and VAS orders from 0.44 to 1.26 and from 0.73 to 2.66, respectively. These improvements were expected to lead to a financial benefit in savings of over $600,000 per year in operational costs, enhancements to customer experience and an increase in revenue generating opportunities. Moreover, this article enriches the existing literature on the application of LSS concept in the service industry, and helps the company to speed up the response to customer requirements.     

Conditional time-dependent nonparametric estimators with an application to healthcare production function

ABSTRACT

By using the probabilistic framework of production efficiency, the paper develops time-dependent conditional efficiency estimators performing a non-parametric frontier analysis. Specifically, by applying both full and quantile (robust) time-dependent conditional estimators, it models the dynamic effect of health expenditure on countries’ technological change and technological catch-up levels. The results from the application reveal that the effect of per capita health expenditure on countries’ technological change and technological catch-up is nonlinear and is subject to countries’ specific income levels.     

京津冀节能减排政策措施的差异与协同研究

在对京津冀1981年以来节能减排政策措施进行量化处理的基础上,建立针对节能减排政策措施有效性的计量模型,分析了京津冀节能减排政策措施的演变状况,并探究京津冀节能减排政策措施对其节能减排效果影响的差异性.研究结果表明:京津冀节能减排政策颁布经历了早期各年份相对零散、缺乏连续性到新世纪以来政策颁布数量显著增多、政策总体力度逐渐增大的过程,但三地政策总效力的增加主要是由于节能减排政策颁布数量增多引起的;京津冀三地在政策的制定过程中更多的是趋于实现短期目标,政策整体缺乏系统性和权威性;人事措施、行政措施、引导措施、财税措施、金融措施等不同节能减排政策措施对京津冀节能和减排的有效性具有明显的差异;三地对不同政策措施的使用方式、使用程度方面存在明显的差异,这对京津冀协同推进节能减排的治理工作提出挑战.论文还从京津冀完善单一节能减排政策措施的使用、加强市场手段的应用及京津冀区域协同治理等方面提出了相应政策建议.     

A NOTE ON EVANESCENT PROCESSES

This note examines the connection between μ-invariant measures for the transition function of a continuous-time Markov chain and those of its q-matrix, Q. The major result establishes a necessary and aufficient condition for a convergent μ-invariant measure for Q to be μ-inhant for the minimal transition function, P, under the assumption that P is honest. This corrects Theorem 6 of Vere-Jones (1969) and the first part of Corollary 1 of Pollett (1986), both of which assert that the above conclusion holds in the absence of this condition. The error was pointed out by E.A. van Doom (1991) and the counterexample which be presented provides the basis for the present arguments. In determining where the error occurred in the original proof, we are able to identify a simple sufficient condition for μ-invariance.     

论医疗损害赔偿中违约责任与侵权责任竞合问题

在医疗损害赔偿中,违约责任与侵权责任竞合的情况下,受害人行使请求权的不同,对医疗过失行为人承担何种责任,将产生不同的法律后果。文章依据民事责任竞合的基本理伦,论述违约责任与侵权责任在医疗损害责任竞合中应采取的救济措施,从法律上进一步明确责任竞合的规则。     

中外合作办学的现状及问题分析

文章就中外合作办学的质量、合作者的水平和资质、合作办学的监管等问题进行了分析,并提出了相应的几点对策建议。     

汉代救荒对策论略

汉代荒政已初步形成一个较为完备的体系。汉政府在救荒实践中 ,往往能从战略高度出发 ,在灾前、灾时和灾后采取了一系列形式多样、内容丰富的备荒、救荒的策略措施。本文从文献资料出发 ,对汉代的救荒对策作了较为细致的总结和分析。这些措施在抗灾、救灾中发挥了积极作用 ,同时它对于今天预防灾害也有一定的参考价值。     

与时俱进 应势而变——浅议入世后我国高等职业教育发展的趋势

入世以后,必将对我国高等职业教育提出新的要求。高等职业教育必须顺应时代发展的趋势,与时俱进、应势而变,才能与时代同步。本文遵循以下思路展开:入世以后,对我国高等职业教育的发展趋势作一些前瞻性的探讨,在此基础上提出应对的措施。有利于我国高等职业教育主动地适应新形势发展的要求。     

谈大学英语四级考试与学生英语能力的提高

大学英语四级考试有着很强的权威性与可信度,但其负面影响越来越突出,尤其是学生英语能力并没有根本上得到提高。本文从学生、教师、大学英语管理考核层三个方面来论述如何提高我国学生的外语能力,以便适应新世纪大学英语教与学的需求。     

实施网络外语教学应注重的问题

实施网络外语教学应注重的几个问题 ,一是要认真考虑使用网络的教学目的 ,二是网络交流应该结合课程目的而展开 ,三是不能低估网络使用中存在的困难 ,四是在进行网络外语教学时教师必须提供必要的帮助 ,五是要让学生参与确定网络课堂教学的计划和内容