Optimal Configuration of a Service Delivery Network: An Application to a Financial Services Provider

Driven by market pressures, financial service firms are increasingly partnering with independent vendors to create service networks that deliver greater profits while ensuring high service quality. In the management of call center networks, these partnerships are common and form an integral part of the customer care and marketing strategies in the financial services industry. For a financial services firm, configuring such a call center service network entails determining which partners to select and how to distribute service requests among vendors, while incorporating their capabilities, costs, and revenue‐generating abilities. Motivated by a problem facing a Fortune 500 financial services provider, we develop and apply a novel mixed integer programming model for the service network configuration problem. Our tactical decision support model effectively accounts for the firm's costs by capturing the impact of service requirements on vendor staffing levels and seat requirements, and permits imposing call routing preferences and auxiliary service costs. We implemented the model and applied it to data from an industry partner. Results suggest that our approach can generate considerable cost savings and substantial additional revenues, while ensuring high service quality. Results based on test instances demonstrate similar savings and outperform two rule‐based methods for vendor assignment.     

Knowledge management for food supply chain synergies – a maturity level analysis of SME companies

Abstract

Despite the considerable number of papers addressing knowledge management (KM) aspects in supply chains, many research issues in the area are still neglected. One of the main research gaps in this field concerns the maturity level of KM practices adoption by small and medium enterprises (SMEs). This paper addresses this research gap by developing a framework to support the analysis of the maturity level of KM adoption in an SME context. The framework is applied in a multiple case study developed to investigate the extent to which SMEs operating in the food sector are deploying KM practices to support more sustainable initiatives. By relating KM maturity levels, perspectives and processes to sustainable practices concerning food waste and by-product synergies, the paper makes an original contribution to advance theory and practice in the area. The paper also points out potential barriers that companies face to implement sustainability-related KM practices.     

Socio-demographic Correlates of Subjective Well-being in Urban India

This study aimed to explore subjective well-being (SWB) in an urban Indian sample. Adults (n = 1099) belonging to two wards in the city of Bangalore in South India, responded to a study-specific questionnaire. This paper is based on data generated as part of an ongoing larger study looking at correlates of SWB. Almost equal number of men and women responded to the study and their age ranged from 20 to 81 years (mean age 37 years). Majority of them were married, Hindus, from middle socio-economic status, had studied above pre-university level and more than half were earning. The mean scores on positive affect (40.9), negative affect (27.6) and life satisfaction (24) suggested above average levels of SWB. Higher age, being married, having higher education, higher income and working in a full time job seemed to improve life satisfaction and decrease negative affect. Religion was also significantly associated with negative affect. Step-wise regression analysis suggested that only education and income were important predictors of positive affect, while negative affect was better predicted by age, income, work status and religion. Life satisfaction was predicted by income, age and education. The important correlates of SWB for men and women were somewhat different. Overall, sociodemographic variables have minimal effect on SWB in urban India and research needs to explore other predictors of SWB.     

Missing data in clinical trials: control‐based mean imputation and sensitivity analysis

In some randomized (drug versus placebo) clinical trials, the estimand of interest is the between‐treatment difference in population means of a clinical endpoint that is free from the confounding effects of “rescue” medication (e.g., HbA1c change from baseline at 24 weeks that would be observed without rescue medication regardless of whether or when the assigned treatment was discontinued). In such settings, a missing data problem arises if some patients prematurely discontinue from the trial or initiate rescue medication while in the trial, the latter necessitating the discarding of post‐rescue data. We caution that the commonly used mixed‐effects model repeated measures analysis with the embedded missing at random assumption can deliver an exaggerated estimate of the aforementioned estimand of interest. This happens, in part, due to implicit imputation of an overly optimistic mean for “dropouts” (i.e., patients with missing endpoint data of interest) in the drug arm. We propose an alternative approach in which the missing mean for the drug arm dropouts is explicitly replaced with either the estimated mean of the entire endpoint distribution under placebo (primary analysis) or a sequence of increasingly more conservative means within a tipping point framework (sensitivity analysis); patient‐level imputation is not required. A supplemental “dropout = failure” analysis is considered in which a common poor outcome is imputed for all dropouts followed by a between‐treatment comparison using quantile regression. All analyses address the same estimand and can adjust for baseline covariates. Three examples and simulation results are used to support our recommendations.     

A critical examination of key assumptions underlying diversity and social justice courses in social work

This article examines underlying assumptions of Master of Social Work diversity and social justice courses as sites that embody social work’s dual projects of social justice and professionalization. Through a latent content analysis of course syllabi from 27 US-based social work programs, three key assumptions emerged: (1) social workers are members of dominant social groups; (2) cultural competency and anti-oppression are compatible frameworks; (3) self-awareness mitigates oppression. Findings reflect the reification of dominant culture groups in social work and promotion of individual-level skill development over structural change. Implications and recommendations for social work education and future research are discussed.     

A recommended analysis for 2 × 2 crossover trials with baseline measurements

In many two‐period, two‐treatment (2 × 2) crossover trials, for each subject, a continuous response of interest is measured before and after administration of the assigned treatment within each period. The resulting data are typically used to test a null hypothesis involving the true difference in treatment response means. We show that the power achieved by different statistical approaches is greatly influenced by (i) the ‘structure’ of the variance–covariance matrix of the vector of within‐subject responses and (ii) how the baseline (i.e., pre‐treatment) responses are accounted for in the analysis. For (ii), we compare different approaches including ignoring one or both period baselines, using a common change from baseline analysis (which we advise against), using functions of one or both baselines as period‐specific or period‐invariant covariates, and doing joint modeling of the post‐baseline and baseline responses with corresponding mean constraints for the latter. Based on theoretical arguments and simulation‐based type I error rate and power properties, we recommend an analysis of covariance approach that uses the within‐subject difference in treatment responses as the dependent variable and the corresponding difference in baseline responses as a covariate. Data from three clinical trials are used to illustrate the main points. Copyright © 2014 John Wiley & Sons, Ltd.     

On goodness of fit tests based on spacings for type ii censored samples

A class of tests based on spacings is obtained for milticensored samples. Their asymptotic null as well as alternative distributions are obtained.     

Pricing and Logistics Decisions for a Private‐Sector Provider in the Cash Supply Chain

We study a problem faced by a secure‐logistics provider (SLP) of maximizing profit by jointly pricing the services of fit‐sorting and transporting cash along with the design of the supporting logistics network, in a market consisting of a population of Depository Institutions (DIs). The need to jointly price the services assumes significance because they are partial substitutes of one another. Our study finds that the influence of the logistics network on prices is especially strong when there are non‐linearities in the cost of provisioning the logistics services. Furthermore, the impact of logistics decisions on different types of pricing schemes (e.g., volume discount, bundled pricing) is different, both in its structure and extent. In present times, when the market for the fit‐sorting service is relatively immature, our findings have major implications to the way an SLP's business is managed.     

Social media led co-creation of knowledge in developing societies: SME’s roles in the adoption,use and appropriation of smartphones in South Asia

Abstract

Social media supports the creative economy through its involvement in the adoption and appropriation of new innovation and accelerates economic growth. The current paper expands on this notion by identifying and analyzing the interaction between social media-based communities and small and medium enterprises (SMEs), as it examines how social media contributes to the knowledge co-creation and supports the adoption, use and appropriation of smartphones in South Asian countries, which are inhabited by approximately 1.6 billion people. The findings obtained through virtual ethnography (VE) provide insights into the dynamics and kinetics of knowledge co-creation and how that benefits large multinationals, small local businesses and consumers in developing societies. As such, we advance the knowledge management scholarship by presenting a holistic model of co-creation of knowledge involving multiple stakeholders.     

Changes in Management Ownership and the Valuation Effects of Equity Offerings

Seasoned equity issues trigger share price declines, and this is usually interpreted as evidence of signalling. We find that seasoned equity issues also typically result in much lower managerial ownership in U.S. firms. Jensen and Meckling (1976) predict a stock price decline when managerial ownership falls. We conduct several tests to distinguish agency explanations form signalling explanations, and conclude that both effects are present.