The dynamics of customer dissatisfaction in supply chains

This paper describes field research and its findings that investigate the relationship of a firm's position in the supply chain to behaviour. Specifically, perceptions of requirements, performance and customer satisfaction/dissatisfaction are the behavioural issues of interest here. The field research was carried out in four European supply chains in the automotive aftermarket, or spares industry. It was proven statistically and qualitatively that, in the chains studied, upstream relationships contained more customer dissatisfaction and more misperceptions about performance than did downstream relationships. Delivery performance was identified as the major cause of these problems, This has implications for planning and control. First, the Forrester-type swings in information upstream, proven in industrial dynamics, make planning and control decisions more difficult; this research identifies the detrimental effect of this on customer satisfaction. Secondly, measurement of delivery performance is identified as being a critical issue; not only should measures be made in planning and control but also they should be communicated and agreed with customers to prevent misperceptions occurring. As this research showed these misperceptions to be positively correlated to customer dissatisfaction, efTort to remove them from relationships should be treated as a priority.     

Bayesian Estimation for Quantification by Real-time Polymerase Chain Reaction Under a Branching Process Model of the DNA Molecules Amplification Process

The aim of Quantitative Polymerase Chain Reaction is to determine the initial amount X ₀ of specific nucleic acids from an observed trajectory of the amplification process, the amplification being achieved through successive replication cycles. This process depends on the efficiency {p _n } _n of replication of the DNA molecules, p _n being the probability that a molecule will duplicate at replication cycle n. Assuming p _n  = p for all n, Bayesian estimators of the unknown parameter θ = (p, X ₀) are constructed by Markov Chain Monte Carlo methods under a Bienaymé-Galton-Watson branching model of the amplification process. The Bayesian approach takes into account some prior information on the parameter. Relying on simulated data, the proposed Bayesian estimators and their credibility sets are shown to be quite accurate.     

Social Work Teachers and Social Work Practice

Summary A survey was undertaken to discover the extent to which thosesocial work teachers who teach social work methods, continueto practise after they become educators. The results suggestthat not more than 25% do so, and many of these on only a tokenbasis. Most respondents however regarded such practice as animportant aide to the teaching of social work methods, althoughsome consider consultancy roles to be equally relevant. In nocases was such practice linked with research, and only exceptionallydid employers allow time explicitly for it. We outline fourdifferent bases on which teachers might practise, all of whichwere suggested by respondents, many of whom added personal notesto the questionnaire, indicating the extent to which this subjectis a matter of wide interest and concern