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.     

On the <Emphasis Type="Italic">m</Emphasis>-clique free interval subgraphs polytope: polyhedral analysis and applications

In this paper we study the m-clique free interval subgraphs. We investigate the facial structure of the polytope defined as the convex hull of the incidence vectors associated with these subgraphs. We also present some facet-defining inequalities to strengthen the associated linear relaxation. As an application, the generalized open-shop problem with disjunctive constraints (GOSDC) is considered. Indeed, by a projection on a set of variables, the m-clique free interval subgraphs represent the solution of an integer linear program solving the GOSDC presented in this paper. Moreover, we propose exact and heuristic separation algorithms, which are exploited into a Branch-and-cut algorithm for solving the GOSDC. Finally, we present and discuss some computational results.     

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.     

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.     

Negotiating Accessibility for Electronic Resources

Abstract

Accessibility of library electronic resources is a must. Its importance derives from professional ethics of librarianship, rising total costs of acquisition, and mounting legal challenges to colleges and universities that fail to provide resources accessible to users with disabilities. Library staff are responsible for ensuring the accessibility of vendor-licensed eresources. This column reviews the accessibility clauses of nine model license agreements for electronic resources. It describes terms that should go into an optimal accessibility clause and creates a composite model clause. It also provides guidance for library staff seeking to negotiate stronger accessibility language into vendor license agreements. Finally, it addresses the impact of accommodation requests on the total cost of acquiring library eresources, concluding with a call to redouble efforts to advocate for greater accessibility and educate both vendors and library staff about its importance.