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.     

The Informal Sector: A Review and Agenda for Management Research

Despite its connotations of non‐compliance, illegality, social exploitation and marginality, the informal sector is a substantial contributor to economic life in developing countries and, increasingly, in more technologically advanced activities. Its prevalence in developed economies has also become more widely recognized. In light of its significance, this paper reviews research on the informal sector from a management and organization scholarship perspective, rather than from an entrepreneurship view, as has been the focus until now. It sets out the atypical management practices that are inherent in the sector, explores the under‐researched relationship between formal and informal firms, and highlights definitional, conceptual and other limitations in extant research. As a step in resolving these issues, the authors present a conceptual model of formality and informality in a three‐dimensional framework that highlights an organizational infrastructure dimension, a view of firms operating along a continuum, and a multi‐level analytical context. Building on this, the authors detail opportunities for enhanced appreciation of in situ management and organizational practices in the informal sector and outline tools for pursuing a management and organization scholarship agenda. Overall, the authors argue that management scholarship has great potential to improve understanding of the informal sector, and that the informal sector provides opportunities to advance management theory, research and practice.     

If My Blood Pressure Is High,Do I Take It to Heart? Behavioral Effects of Biomarker Collection in the Health and Retirement Study

Starting in 2006, respondents in the biennial U.S. Health and Retirement Study were asked to submit biomarkers every other wave and were notified of several results. Rates of undiagnosed high blood pressure and diabetes according to these biomarkers were 1.5 % and 0.7 %, respectively. An intent-to-treat analysis suggests that collection and notification had small effects on the average respondent and may have reduced health care utilization. Among respondents who received notification of potentially dangerous biomarker levels, subsequent rates of new diagnosis and associated pharmaceutical usage increased by 20 to 40 percentage points, an order of magnitude above baseline. High blood glucose A1C was associated with a 2.2 % drop in weight and an increase in exercise among respondents without a previous diagnosis of diabetes. Notifications appear also to have altered health behaviors by spouses, suggesting household responses to health maintenance. Biomarker collection seems to have altered circumstances for an interesting minority of HRS respondents.     

Die Finanzialisierung von Unternehmen

Since the 1990s the financialization of the enterprise is an increasingly important aspect of capitalist development also in Germany. However, more recently a growing number of scholars point at a problematic conceptual stretching of financialization. The term has been defined too differently and ambiguously and has not been distinguished sufficiently from seemingly similar concepts. Financialization has been prematurely identified with a set of fixed effects often condensed to stagist concepts of capitalist development. When analyzing effects financialization has been regarded in isolation without considering interaction effects with other structurations of fields and hence the multi-referentiality of the enterprise. In order to overcome these shortcomings the article proposes a concept for the analysis of firm level financialization which draws on a more general sociological concept of field structuration and dynamics in which the “multi-referential enterprise” operates. Based on this concept the article analyses episodes of financialization in Germany showing its dynamics and limits. Financialization of enterprises proves to be structurally limited, institutionally contested, and unfolds its effects in deferent actor constellations at firm level due to its multiple and contradictory embeddedness.     

Stigmatized Identities: Too Muslim to Be American,Too American to Be Muslim

In the United States today, Muslim identity is highly stigmatized. Much of this can be attributed to an increasing climate of Islamophobia. The current study finds that some Muslim Americans are confronted with another source of stigma: other Muslims. Using interview data with 23 Muslim Americans in and around Houston, TX, this study examines the intersection of religious out‐group and in‐group stigma in the lives of Muslim Americans. Findings suggest that stigma comes not only from non‐Muslims, but also from other Muslims. Some Muslim Americans are especially vulnerable to religious in‐group stigma. Those who are most acculturated to non‐Muslim, Western culture often face criticism from Muslim communities, be they inside or outside the United States. These Muslim Americans find that they are not perceived as fully Muslim or fully American, and therefore denied the full benefits of either status while simultaneously bearing the burden of both. This paper articulates the multiple dimensions of stigma faced by Muslims in America.     

The victim–offender overlap in late adulthood

This study contributes to the general knowledge of the victim–offender overlap by determining whether the phenomenon exists among older adults and whether known correlates of crime and victimization explain the relationship. Cross-sectional survey data from telephone interviews conducted with individuals 60 years and older (N = 2,000) residing in Arizona and Florida are used to estimate confirmatory factor models for both victimization and criminal offending. The results from a series of multivariate regression models show that victimization is associated with criminal offending. While factors such as low self-control, depression, and spending time in commercial drinking establishments partially attenuate the victimization–crime link, the statistically significant relationship persists in a multivariate context. Further testing indicates that the observed findings are robust across measurement and modeling strategies. Coupled with prior research, the results support the argument that the victim–offender overlap exists (and is difficult to explain) over the life course.     

Deaf access to justice in Northern Ireland: rethinking ‘Reasonable Adjustment’ in the Disability Discrimination Act

Abstract

This article provides findings of a qualitative study exploring the interactions of eight Deaf participants and one hearing ally with the justice system in Northern Ireland, where the Disability Discrimination Act requires solicitors to make ‘reasonable adjustments’ in order to provide effective access to Deaf clients. Three thematic categories emerged: (a) barriers to accessing justice, (b) work Deaf people do for access, and (c) the need to educate solicitors about access. A central strain ran through these themes: the idea that ‘reasonable adjustment’ must reflect the value of sign language interpreters in facilitating effective communication access for all the parties.     

Perceived social standing among Asian immigrants in the US: Do reasons for immigration matter?

We investigate the association between a subjective measure of social status and the reasons for immigration among Asian immigrants in the US. We use data from the National Latino and Asian American Study to test several hypotheses about this association. Our analyses show the positive effect on perceived social standing of migrating for better education, the negative effect of migrating to seek employment, and the negative impact of refugee status. Migrating for family reunification can be associated with various circumstances, which lead to differing outcomes. The results suggest that the notion that immigrants arrive in the US with limited resources and few skills and move slowly up the socioeconomic ladder must be reassessed in light of the complex social context and factors such as ethnicity, gender, divergent immigration paths, and a range of associated circumstances.