Apply 6-sigma methodology in measuring the competition quality of satisfaction performance—an example of ISP Industry

At present time the ISP (Internet Service Provider) already make a great impact to the human life as well as the economic society, everything has a close relation with the internet service and due to the fast development of information technology further lower the cost of ISP and improved the service speed as well as its quality. All of this make the customer layer of ISP more popular than before and thus bring up the fierce competition in this industry. Due to the entry barrier of high investment and high technology of ISP industry it has become as a monopoly market and the monopoly market is very respect the competition and cooperation relationship with competitors. Besides, most of the relevant literature in the past is focus on the measurement and analysis of customer to the self-company and few of them mention how to include the satisfaction of competitor’s customer into measurement and analysis. As golden strategy stated in the Sun-Tze Strategic: “Know yourself and know your competitor well, winning every war.” we must consider the strength, weakness, opportunity and threat on customer satisfaction of your company and competitors. Base on the above motivation, this article will apply the DMAIC (Define, Measure, Analyze, Improve, Control) methodology of 6-Sigma, focus on the viewpoint of customer satisfaction of ISP industry. At first we utilize the 5 equal scale measurement define the network quality item of ISP, which provided by the self-company and competitors. And measuring the degree of “satisfaction” and “importance” of these quality items, then use the performance evaluation matrix and strength and weakness matrix to analyze the Strength, Weakness, Opportunity and Threat of self and competitors, focus on the quality items that fall out of the 2 sigma and use the strength–weakness strategic chart to establish the improvement strategy. And at last, utilize the strength–weakness matrix chart as the control tool to verify and sustain the effectiveness of the improved performance. The complete and easy measurement improvement model provided in this article can be used by the enterprise to effectively and quickly evaluating and analyzing the service quality of self and competitors. And under the reasonable cost condition with considering the competing opportunity and threat of market to effectively improving the customer service quality and promoting the overall customer satisfaction and create powerful high value-added quality competition strength.     

An assessment of world-wide research productivity in production and operations management

Journal publications are important to facilitate knowledge sharing among production and operations management (POM) academics and practitioners. The purpose of this study was to explore the global POM research performance based on papers published in 20 core POM journals in the past half century. The data for the study were obtained from Thomson Reuters’ Web of Science/Knowledge databases, from 1959 to 2008, when 63,776 papers were published in POM journals. The annual distribution of papers published shows a significant growth in POM research productivity over the time period 1959 to 2008. The most productive authors in these five decades were T.C. Edwin Cheng from The Hong Kong Polytechnic University, Hong Kong; Gilbert Laporte from HEC Montréal, Canada; S.K. Goyal from Concordia University, Canada; S. Eilon from the University of London, UK; and Oded Berman from the University of Toronto, Canada. The five most productive institutions were as follows: Massachusetts Institute of Technology, Georgia Institute of Technology, Columbia University, Purdue University, and the University of Michigan. The countries found to have the highest outputs were the USA, the UK, Canada, the Netherlands and Taiwan.     

Product Switching Cost and Strategic Flexibility

This paper examines the equilibrium degree of flexibility adopted by firms competing in oligopolistic product markets in which the value of flexibility arises from the initial presence of uncertainty over consumer preferences and its eventual resolution. The equilibrium choice of flexible mode depends on the following factors: (1) the cost of switching product design in response to revealed consumer preferences, (2) the difference in the acquisition costs of the flexible and dedicated modes, and (3) the precision of the ex ante information held by the firms regarding consumer preferences. The relationship between these factors and the equilibrium choice of modes is fully characterized.     

中国各地区自主创新能力的间接融资支持研究

自主创新能力日益成为一国经济发展的核心动力,而自主创新能力的提高离不开金融支持。由于我国仍是一种以间接融资为主的银行主导型金融结构,因此本文选取中国31个省市1997-2009的面板数据,分析了间接融资对各地区自主创新能力的影响。结果表明间接融资对全国自主创新活力和创新效率都有显著正效应,尤其对东部地区自主创新的影响最强,政府的资金支持对中部地区的自主创新比较显著,西部地区的自主创新主要依赖于地区经济的发展水平。     

论我国国有企业的公有民营化改革

国有制并非公有制唯一的实现形式, 更不是公有制永恒的存在方式, 而只是国家存在时期内的公有制的一种存在形式。所以, 如何找到一种既能保持以公有制为主体, 又能体现民营化优点、吸收私有制长处、克服国有制的弊端的适合于国有大中型企业的公有制实现形式,乃是我国国有企业、特别是大中型国有企业改革的根本出路。正是从这一考虑出发, 笔者在肯定部分中小型国有企业民营化方向的同时, 提出了适合于大多数大中型国有企业的公有民营的概念, 并把它视为具有中国式社会主义特色的国有企业民营化。     

中国城市化水平的综合思考

本文针对近期中国城市进程中存在的部分急功近利趋势,通过综合分析土地、水资源、环境质量及国家社会、经济发展状况等国情,提出城市化应适度发展,目标不可过高,速度不可过快,并根据中国目前所处工业化初期的阶段性特征,提出推进中国城市化健康、稳步发展的几点战略性和政策性建议。     

下凹式立交桥内涝模型构建方法及原因分析

以北京市GQM下凹式立交桥区排水系统为研究对象,CAD文件数据为基础,应用InfoWorks ICM建模软件,模拟GQM下凹式立交桥排水系统。通过基础数据整理、一维管网模型、二维地面模型的建立以及旱天、雨天模型校核,建立GQM桥区InfoWorks ICM内涝模型,为其他下凹式立交桥数学建模提供参考。通过模型结果的分析以及桥区现况的勘察可知下凹式立交桥的积水原因主要有桥区雨水口数量不足、布局不合理,管道、泵站设计标准偏低等,为规划改造下凹式立交桥区排水系统提供了直观的依据。     

国外促进经济区域发展的财政政策与启示

在对国外经济区域和我国主体功能区比较的基础上,有针对性地介绍了国外促进经济区域发展的公共财政政策做法和实践,并从中得出了对我国建设主体功能区的启示。