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.     

Constructing Trustworthy Historical Narratives: Criteria,Principles and Techniques

Organizational scholars increasingly recognize the value of employing historical research. Yet the fields of history and organization studies struggle to reconcile. In this paper, the authors contend that a closer connection between these two fields is possible if organizational historians bring their role in the construction of historical narratives to the fore and open up their research decisions for discussion. They provide guidelines to support this endeavor, drawing on four criteria that are prevalent within interpretive organization studies for developing the trustworthiness of research: credibility; confirmability; dependability; and transferability. In contrast to the traditional use of trustworthiness criteria to evaluate the quality of research, the authors advance the criteria to encourage historians to generate more transparent narratives. Such transparency allows others to comprehend and comment on the construction of narratives, thereby building trust and understanding. Each criterion is converted into a set of guiding principles to enhance the trustworthiness of historical research, pairing each principle with a practical technique gleaned from a range of disciplines within the social sciences to provide practical guidance.     

城市老年人对居家养老服务提供主体的选择及影响因素——基于福利多元主义视角的研究

居家养老是我国社会化养老服务的基础,诞生于西方发达国家的福利多元主义为我国国家主导型社会福利政策和居家养老服务的发展提供了理论资源。当前我国城市地区的居家养老服务主要依靠政府推动,市场化机制开始建立,老年群体对政府、社区依赖较高,对市场化服务供给主体的认可度仍有较大提升空间。加快发展居家养老服务,满足不同社会人口和经济特征老年人的多样化需求是一项社会系统工程。在创建多元化服务格局的过程中,需要政府、企业、社区、社会组织、志愿者、家庭和个人等各方参与主体明确权责,分工协作,扩大有效需求,统筹地区协调发展,凝聚推动供需两旺良性发展的合力。     

宪法宣誓制度的“实”与“名”

宪法宣誓制度之"实"在于"宪法",是宪法实施的一种重要方式;宪法宣誓制度之"名"在于"仪式",是认真对待宪法的一种公开表达。中国宪法宣誓制度有着充分的宪法依据,域外宪法宣誓制度与已有的地方宣誓实践为中国宪法宣誓制度的规范构建提供了充足的智识资源。     

Risk Analysis: Celebrating the Accomplishments and Embracing Ongoing Challenges

As part of the celebration of the 40th anniversary of the Society for Risk Analysis and Risk Analysis: An International Journal, this essay reviews the 10 most important accomplishments of risk analysis from 1980 to 2010, outlines major accomplishments in three major categories from 2011 to 2019, discusses how editors circulate authors’ accomplishments, and proposes 10 major risk-related challenges for 2020–2030. Authors conclude that the next decade will severely test the field of risk analysis.     

医疗需求与中国医疗费用增长——基于城乡老年医疗支出差异的视角

在人口老龄化和老年医疗支出城乡差异凸显的背景下,中国医疗费用增长部分源于合理的健康需求。利用中国营养与健康调查1991—2011年的八轮数据,构造出生组跟踪样本,分别考察城乡居民医疗支出的年龄效应,估算城乡老年医疗需求导致的费用上涨,可以发现:城市居民的人均医疗支出随年龄显著增加,但农村居民的人均医疗支出随年龄增长的趋势并不明显。而忽略出生组效应,会低估城乡老年医疗支出的差距。城乡老年医疗支出差距缩小,将导致医疗费用在2010—2030年年均实际增长约5.2%。在控制医疗总费用上涨的同时,医疗保险制度需根据老年医疗需求,调整医疗资源配置结构。     

The Complexity of Families Involved in High-Conflict Disputes: A Postseparation Ecological Transactional Framework

The use of the term ‘high conflict’ to describe a wide range of family dynamics after separation and divorce has increased significantly over the years. At the moment, no consensus on the definition of high conflict exists. Lack of definitional clarity hinders the ability for legal and mental health professionals to assess, identify, and effectively intervene with this population. Based on a rapid evidence assessment of 65 empirically based social science studies relevant to high conflict, this article positions high-conflict separation and divorce using an ecological transactional model to better understand risk factors and indicators associated with these families. Authors propose a more comprehensive definition that captures the complexity and interactions of various risk factors and indicators on multiple levels. Positioning high-conflict families using an ecological model identifies several points of intervention professionals can use and the fundamental need for collaboration among stakeholders for effective intervention.