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.     

数据驱动下收货方质量偏好与电商配送服务质量优化

针对"互联网+大数据"优化电商配送服务质量问题，明确不同收货方的质量需求稳定性，引导电商根据收货方不同质量敏感性提供相对精准服务，提升配送服务质量。模拟投票结果的形成过程聚类得到收货方对服务质量偏好的记忆性特征：（1）"无记忆"型收货方；（2）"记忆"型收货方；（3）"不确定"型收货方；（4）收货方总体。进一步推导不同规划类型求解空间，设计得到"无记忆"型收货方动态规划精确求解方法，及其他三种类型近似求解粒子群算法。研究过程中，配送资源质量感知度被嵌入到模型约束；"无记忆"型收货方的质量需求规划问题转化为零库存策略最优解问题，进而证明存在精确解；"记忆"型收货方呈现出对质量感知的累积；"不确定"型收货方模型通过赋值即可得总体收货方表达式。结果表明：数据驱动研究框架借助大数据资源，使得电商更易通过收货方的质量偏好设计更加匹配的配送方案；不确定服务需求得到有效满足，投入成本的利用率更高；通过特征分类的方式，尽可能地抽取能够精确最优化的部分，缩小NP范围，提高整体求解的精确度。     

Employers' perspectives on benefit conditionality in the UK and Denmark

This article examines the under-explored demand-side of active labour market policies (ALMPs). Based on interview data from a comparative study of the UK and Denmark, the paper analyses employers' perspectives and experiences of ALMPs. In both countries, employers were favourably disposed towards employing unemployed jobseekers but held negative views on conditionality. First, benefit conditionality led to employers receiving large numbers of unsuitable and unfiltered job applications, with associated negative resource impacts. Second, employers perceived this as a product of ‘box ticking' and compliance targets. Finally, employers criticised policy and media rhetoric for focusing solely on the supply-side and for problematizing unemployed candidates. The paper argues that these crucial, but neglected, employer perspectives demonstrate that the current benefit conditionality regime in the UK risks irrevocably ‘tarnishing' candidates, which undermines, rather than enhances, their chances of securing employment through ALMPs. This unique dataset provides further evidence that the current direction of policy requires urgent and radical re-thinking.     

论民族自治地方政府机构改革的深化——基于新中国成立初期探索的思考

民族自治地方政府在新一轮机构改革中进行了历史性变革和系统性重塑，然而顶层设计与分层对接机制优化、机构设置细化与整合、运转协同和效能提升仍未完全到位。回溯机构改革史，中华人民共和国成立初期作为政府顶层设计和系统性构建阶段，是民族自治地方政府机构建设最富成效的历史时期之一。这一时期的民族自治地方政府机构建设强调权能配置和人员构成的民族性，逐步差异化设置机构、探索单一制下政府机构平衡设置等历史经验，可以为进一步深化政府机构改革提供有益借鉴。在新的历史起点上深化民族自治地方政府机构改革应以新时代中国特色社会主义思想为引领，合理汲取历史养分，进一步深化理论研究，完善法制体系，明晰特殊性职权和民族性职能，健全顶层设计与分层对接机制，创新改革模式，强化地方参与性，切实破解改革难题，推动政府自身建设持续走向深入。     

体验型产品消费行为的羊群效应及机理研究——基于电影行业消费行为的实证解释

互联网环境下消费者购买体验型产品时对网络信息的依赖性很大。因此，研究社交媒体影响下体验型产品的消费者决策选择行为具有现实意义。本文以电影行业的票房偏离及消费跟风现象为切入点，探究体验型产品的羊群效应并对其产生的内在机理进行解释。采集艺恩资讯的票房数据以及豆瓣的电影基本信息及影评等数据作为研究样本，从消费者"羊群行为"视角分析其对电影票房的影响。研究发现：在控制了质量等内生性影响之后，消费者羊群效应依然存在；产品特征信息对羊群效应起到了调节作用，从而形成理性跟随；采用预期差异模型可以解释消费者实现理性跟随的过程。研究结论对于电影行业宏观政策制定及对体验型产品合理进行营销推广提供了理论基础与实证依据。     

不同冷链服务模式下生鲜农产品供应链决策

基于单物流服务商、单供应商和单零售商构成的生鲜农产品供应链，构建3种冷链服务模式：承诺模式、提前要求模式与延后要求模式，探讨不同冷链服务模式对定价与冷链服务水平、企业绩效的影响。研究发现：某种冷链服务模式是否有利于消减数量与质量损耗依赖于产品易腐性、冷链服务成本及其分担比例。供应链成员无法在承诺模式与提前要求模式下形成统一的模式偏好。当物流服务商承担的冷链服务成本比例较低时，相比于提前要求模式，供应商偏好承诺模式，否则，偏好提前要求模式。承诺模式比提前要求模式更有利于物流服务商，然而对于零售商，结果正好相反。数值实验表明，虽然供应链成员无法对冷链服务模式形成整体的一致性偏好，但仍可实现局部的一致性偏好。     

互联网医疗服务法律监管研究

随着互联网技术的进步以及医疗改革的深入,互联网医疗服务成为新生业态.然而,我国互联网医疗服务法律监管体系还不够完善,缺乏统一规范的监管体系,多头监管、个人隐私隐患大、纠纷处理解决机制不健全等现实困境尚未解决,不利于互联网医疗服务行业的发展和人民群众身心健康.为解决上述问题,通过梳理发达国家的成功经验,如美国的移动医疗应用程序监管和个人隐私保护、欧盟的互联医疗数据管理、英国的行业协会监管等,结合我国现有国情,建议从完善立法体系、建设隐私保护机制、构建行业监管、明晰医疗服务主体责任等方面健全互联网医疗法律监管制度,以期推动互联网医疗服务行业发展,保障医患双方的合法权益.     

The University: An Agent of Social Change?

Can universities be agents of progressive social change? How would we know if a university was acting as an agent of social change? Drawing on four case studies, I raise a number of questions to problematize our understanding of the university as an agent of social change. I outline a number of contributing factors that appear to explain successful cases. I conclude by arguing the relevancy of these cases for larger, and more traditional, sociological projects.     

Challenges to Connecting Sociology and Service Learning

Service-learning programs are not free from challenges brought about by lack of financial support, lack of widespread commitment from professors, community agencies, and recipients of service, and lack of knowledge and insight in students directly involved in such programs. While service-learning initiatives and programs serve positive functions for organizations and individuals, rhetorical accolades for service learning can distort or omit the realities of program implementation and sustained delivery. This paper specifically explores the following challenges connected to service-learning programs: (1) pedagogical difficulties; (2) student limitations; (3) time constraints; and (4) community cooperation.     

服务台可修的多水平优先权排队(二)

文献[1]讨论了服务台可修的多水平优先权排队的排队指标。本文讨论该系统的可靠性指标。利用文献[3]中的随机序,获得了这些可靠性指标的界值。