Staff rostering in call centers providing employee transportation

We address the staff rostering problem in call centers with the goal of balancing operational cost, agent satisfaction and customer service objectives. In metropolitan cities such as Istanbul and Mumbai, call centers provide the transportation of their staff so that shuttle costs constitute a significant part of the operational costs. We develop a mixed integer programming model that incorporates the shuttle requirements at the beginning and end of the shifts into the agent-shift assignment decisions, while considering the skill sets of the agents, and other constraints due to workforce regulations and agent preferences. We analyze model solutions for a banking call center under various management priorities to understand the interactions among the conflicting objectives. We show that considering transportation costs as well as agent preferences in agent-shift assignments provides significant benefits in terms of both cost savings and employee satisfaction.     

A Framework for Analyzing the Economic Tradeoffs Between Urban Commerce and Security Against Terrorism

This article presents a framework for economic consequence analysis of terrorism countermeasures. It specifies major categories of direct and indirect costs, benefits, spillover effects, and transfer payments that must be estimated in a comprehensive assessment. It develops a spreadsheet tool for data collection, storage, and refinement, as well as estimation of the various components of the necessary economic accounts. It also illustrates the usefulness of the framework in the first assessment of the tradeoffs between enhanced security and changes in commercial activity in an urban area, with explicit attention to the role of spillover effects. The article also contributes a practical user interface to the model for emergency managers.     

Accelerated life test sampling plans for the Weibull distribution under Type I progressive interval censoring with random removals

This paper considers the design of accelerated life test (ALT) sampling plans under Type I progressive interval censoring with random removals. We assume that the lifetime of products follows a Weibull distribution. Two levels of constant stress higher than the use condition are used. The sample size and the acceptability constant that satisfy given levels of producer's risk and consumer's risk are found. In particular, the optimal stress level and the allocation proportion are obtained by minimizing the generalized asymptotic variance of the maximum likelihood estimators of the model parameters. Furthermore, for validation purposes, a Monte Carlo simulation is conducted to assess the true probability of acceptance for the derived sampling plans.     

Asymptotic approximations to the distribution of Kendall's sample τ

This paper provides a saddlepoint approximation to the distribution of the sample version of Kendall's τ, which is a measure of association between two samples. The saddlepoint approximation is compared with the Edgeworth and the normal approximations, and with the bootstrap resampling distribution. A numerical study shows that with small sample sizes the saddlepoint approximation outperforms both the normal and the Edgeworth approximations. This paper gives also an analytical comparison between approximated and exact cumulants of the sample Kendall's τ when the two samples are independent.     

Bittersweet and Paradoxical

The American Red Cross is the most active nonprofit organization involved in disaster planning and response in the United States. The organization deployed nearly 50,000 volunteers to provide essential support to victims of some 125,000 domestic disasters, including home fires, hurricanes, wildfires, and floods, in a recent two‐year period. This study asks how American Red Cross disaster response volunteer experiences function to cultivate satisfaction and, at the other end of the spectrum, the kind of dissatisfaction that leads people to quit; it pays particular attention to ways in which volunteer management shapes dissatisfaction and fatigue because of implications for volunteer retention. Paradoxically, the Red Cross facilitates the highly satisfying act of helping victims, but volunteers feel dissatisfied when management practices get in the way of helping. The study suggests voluntary organizations that rely on skilled, long‐term volunteers to deliver services should evaluate and strengthen their communication strategies, recognition practices, and support systems for volunteers in distress.     

Self‐Construal,Career Decision Self‐Efficacy,and Perceived Barriers Predict Mexican American Women's Life Satisfaction

This study used the social cognitive theory of well‐being (SCTW; Lent, 2004 ) to examine the role of career decision self‐efficacy (CDSE), perceived educational barriers, and independent self‐construal on the life satisfaction of 176 Mexican American college women. A 3‐step hierarchical regression analysis indicated that independent self‐construal, CDSE, and fewer perceived educational barriers significantly predicted greater life satisfaction among Mexican American college women above and beyond the influence of socioeconomic status and generational status. These findings are consistent with SCTW and highlight the need for counselors and researchers to be aware of the role that self‐construal, CDSE, and perceived educational barriers can have on Mexican American women's life satisfaction. Implications for practice at the secondary‐school and university levels are discussed.     

Stakeholder Performance Measurement in Nonprofit Organizations

According to recent findings, nonprofit organizations should address the relationships of nonprofit service quality, satisfaction, loyalty, and organizational identification when planning and evaluating donor surveys. This article presents a donor satisfaction barometer that can be used to gain insights into the strength of these key relationships and thereby establish a basis for calculated relevant indices. With such indices, nonprofit organizations can compare stakeholder performance over time and benchmark themselves against other organizations. Data from 2,599 blood donors to one section of the German Red Cross, collected through the proposed donor satisfaction barometer, show that service quality drives satisfaction, and donor satisfaction and organizational identification both exert significant positive effects on donor loyalty. Therefore, nonprofit organizations should use a combined strategic approach that improves both donor satisfaction and organizational identification to increase donor loyalty. The successful application of the donor satisfaction barometer also suggests its value for other nonprofit industries and offers important insights for managers.     

论扬州在吴烺人生中的重要地位

全椒吴氏家族与扬州关系密切,扬州的人文环境和吴家先辈的扬州经历使得吴氏子弟尤其钟情扬州.扬州给予吴烺诸多营养,扬州生活成就了吴烺文学、学术以及思想等方面的造诣；祖辈兴家的自豪与家业衰颓的悲伤,吴烺于此皆能找到寄托.吴烺与一大批学者的扬州交游唱和等也促进了扬州文化的发展与繁荣；另一方面,吴烺扬州经历及文学创作也反映了那个时代知识分子所历经的种种苦难与不幸,说明了封建家族与封建时代文人悲剧命运的必然性.     

地铁对城市现代化的影响

地铁是城市发展现代化的一个重要标志。本文分析了国内外城市地铁的构建、运营以及地铁在城市化进程中的作用，进而系统阐释了地铁对广州城市发展、社会生活及生态环境的影响和意义。     

Gambling-related problems across life domains: an exploratory study of non-treatment-seeking weekly gamblers

This study uses content analysis to provide a qualitative exploration of how life roles are affected by frequent (i.e. at least weekly) gambling, based on in-depth interviews with a community sample of 161 non-treatment-seeking frequent gamblers. Over half (51.6%) of the participants indicated problems associated with gambling and 131 examples were identified. The majority of problems were relational (50.4%), followed by financial (19.8%), work (13.7%), and school related (8.4%). Slightly less than half of participants (41.7%) reported losses due to gambling and 92 examples were provided. The most frequently reported loss was identity related (54.3%), which included self-esteem/shame (38.0%), estrangement from family (34.0%), estrangement from friends (16.0%), and estrangement from work colleagues (6.0%). Additional losses included health (29.3%) and financial (8.7%). Almost two-thirds of participants (64.6%) reported difficulty concentrating in family (18.4%), work (16.8%), and school (9.6%) activities, whereas general concentration problems comprised an additional 48.8% of the examples provided. Half of participants (49.1%) discussed behavioral withdrawal due to gambling, which included withdrawal from work (44.3%), relationships (24.5%), school (15.1%), and personal (6.6%) activities. These findings paint a complex picture of how gambling interferes with different life roles for some frequent gamblers, identifying important areas for future research and practice.