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.     

目标导向层次分析方法

对含有抽象属性的多属性层次结构而言,层次分析法即AHP（包括DIS-AHP、ABS-AHP、IDE-AHP和SUP-AHP四种具体方法）会因比率比较基准缺失、权重内涵模糊不清或方案评价不保序而缺乏科学理性。为发展AHP,基于摆幅置权（SW）判断模式和多属性决策属性价值公度方法,首先给出了能为层次结构抽象属性上的SW判断提供支持的规约性多属性决策属性价值公度方法,然后由此并结合多属性价值理论给出了能够克服现有层次分析法内在缺陷的目标导向层次分析方法即ToAHP。相对于AHP,ToAHP在判断模式与权重内涵、方法建构的理论基础和相关假设检验、方案评价保序与其内在数理依据上具有明显的相对科学合理性。应用分析表明：在输入信息可比的条件下,ToAHP明显优于AHP的四种分析方法之中最具可信性的SUP-AHP方法。     

基于Petri网的微博网络信息传播模型

微博网络中的信息传播模型是分析用户行为,找出传播路径,确定领袖人物,发现舆情热点等研究的基础。虽然多种不同角度的信息传播模型已经得到广泛研究,但缺乏对信息动态传播过程的直观描述。本文基于Petri网的结构和特征,针对微博网络信息传播过程,提出了一种简单直观的描述模型,该模型首先对微博网络的信息动态传播过程中的对象进行结构化描述。本文根据微博网络的用户结构关系,并利用Petri网的相关理论,形式化解释和定义信息传播基本对象,从而更加直接描述了微博网络中的转发、评论、回复等多种用户行为。在此基础上,本文利用Petri网能够描述信息流动问题的特征,结合颜色Petri网和时延Petri网,从Petri网系统的角度表示信息动态传播路径,并研究网络的动态性质和传播条件,使得信息传播模型更加真实地模拟信息传播情况。最后本文分析信息传播算例和新浪微博真实数据实验,验证了模型的有效性和可行性,为舆情态势分析以及用户行为的研究提供帮助和支持,同时也为其它社交网络信息传播的用户行为描述提供了新的思路。     

基于Hawkes因子模型的股价共同跳跃研究

本文首先比较了三种目前主流的共跳检验方法：基于LM检验的共跳检验、BLT共跳检验和FHLL共跳检验,结果表明,三种方法在识别共跳数量上差距明显,但三者结果的重合部分基本属于市场暴涨暴跌行情,说明共跳识别对市场剧烈波动的聚集性较为敏感。基于跳跃、共跳存在的聚集性问题,本文将Hawkes过程引入跳跃和共跳的研究,构建了基于Hawkes过程的因子模型,结果显示,基于Hawkes因子模型的MJ统计量、CJ统计量和实证数据的拟合程度较好,表明因子模型能够更好地描述跳跃和共跳的聚集性。     

FEPA-金融时间序列自适应组合预测模型

本文报告一种金融时间序列预测的信号分析、信息融合与智能计算组合模型,简称FEPA,由针对金融时间序列（FTS）信号分析的经验模态分解（EMD）、用于数据降维的主成分分析（PCA）和用于非线性建模的人工神经网络（ANN）三部分组成。该模型首先应用滑动窗口截取原始金融时间序列最近期数据集,应用EMD分解算法把数据集分解成不同尺度的本征模态函数（IMF）,然后通过主成分分析将分解后的数据降维,提取最有信息量的特征;然后将这些特征输入到神经网络进行组合预测。本文提出的组合预测模型FEPA是基于分解-提优-合成的信息融合思想,有效提高了预测可靠性。其创新点在于：1）首次给出了EMD算法的结构化表达,提供了今后融合更多信息的算法接口;2）通过多步长预测输出深入研究EMD分解的有效信息结构;3）通过切换到更细时间框架来处理EMD的端点效应,并探索了两级时间框架下的预测效果;4）给出了金融时间序列组合预测模型的一般性架构,具有可升级性和可扩展性。并且通过滑动窗口EMD使得实证更能切近实际。通过在沪深300股指和澳大利亚股指上的实证,结果表明FEPA预测模型在沪深300股指日线和15分钟线上的预测命中率高达78%和82%,在澳大利亚股指日线上也达到了74%的命中率,经比较,明显高于文献中常见的5种模型。     

基于Hawkes过程中美股市大幅波动互激效应的研究

近年来,由于中美经济联系日趋紧密,中美股票市场大幅波动的互激效应明显增强。本文考虑中美股市时差和法定节假日差异等因素,运用标值Hawkes过程对2006-2017年CSI300和S&P500大幅波动收益率数据进行建模,结果表明：（1）中美股市大幅波动互激效应存在不对称性,美股市场大幅波动对中国股市的互激效应更强;（2）中美股市大幅波动的幅度对互激效应不存在显著影响;（3）中美股票市场对于大幅波动互激效应的消化速度存在差异,中国股票市场消化美股大幅波动互激效应的速度较快。本研究对金融市场监管者和投资者均有一定意义。     

Leader-member exchange as a linking pin in the idiosyncratic deals - Performance relationship in workgroups

In the current investigation, idiosyncratic deals (i-deals; individualized work arrangements) are modeled as differentiated resources that shape leader-member exchange (LMX) relationships in workgroups. We integrate literature on leader-member exchange (LMX) with research on i-deals to argue that employee evaluations of i-deals received from the grantor –typically the leader- enhance employee perceptions of LMX, which in turn become instrumental in generating positive performance outcomes. Furthermore, because workgroup characteristics have potential implications on the relationship between a deal grantor and the deal recipient, drawing upon social identity theory of leadership, we reason that the i-deals-LMX relationship is affected by the overall value congruence among the group members. Cross-level moderated mediation analyses on multi source data obtained from 289 employees nested in 60 workgroups showed that the mediational role of LMX in the i-deals to performance outcomes relationship was weaker in high value congruence groups.     

Finding the niche to reposition leadership in Africa’s developing economies for the global highway: review of literature on leadership development programmes – methods and techniques*

Africa’s developing economies remain in critical need for leadership. This paper asserts that Africa’s new growth opportunities rest with leadership that could champion organizational performance, innovativeness, and good ethics among others. A review of extant literature on leadership development programmes (LDPs) was done to examine possible initiatives that leadership developers can use to influence leadership practices in Africa. This paper proposes that in Africa, LDPs can be used to inculcate authentic leadership practices and enhance networking and acquisition of innovative skills among others. Furthermore, LDPs could target the youth considering them as an investment into tomorrow’s leadership talent pool. The paper suggests that Africa’s niche for the global highway rests in contextualization of LDPs from other regions to Africa’s unique environment.     

后发企业如何构建创新网络—基于知识架构的视角

构建创新网络是后发企业快速进行技术追赶的重要路径。那么,针对不同的企业,构筑什么样的创新网络是有效的? 为了深化以往的创新网络研究,从知识架构的视角出发,聚焦于网络层次的合作伙伴配置,构建了以产业特征为情境条件,知识基宽度/深度为焦点企业特征,知识异质性/质量为创新网络节点组成特征,高创新追赶绩效为结果变量的逻辑模型。结论显示,有三种相应的架构类型能够获取高创新追赶绩效。此外,在不同的产业特征情境下,不同的企业分别可以采用相应的架构类型取得更好的绩效。以此,为后发企业构建有效创新网络提供了理论和实践的借鉴。     

自媒体时代“网络话语权”的二元结构解析与规制

自媒体的出现修正了媒体资源分布失衡的弊端,促使个体身份发生角色转变,进而使话语权的行使形成了“话语权利”与“话语权力”两个维度.前者是言论自由在网络空间的体现,后者是个人言论衍生为媒体式表达后形成的超个体权力.“话语权利”的行使应当受国家对言论自由所设的界限限制,“话语权力”的赋予则使自媒体成为国家新闻管理体制下的“准媒体”,其作为互联网新闻信息服务提供者,应当受到约束与规制.