Visible moves and invisible bodies: the case of teleworking in an Italian call centre

Popular images of teleworkers' autonomy, such as 'the electronic cottage', give unrealistic pictures of the control exercised over teleworkers, particularly when these are call centre operators and highly integrated information and communication technology systems facilitate pervasive forms of control. However, this study of Italian home-located call centre operators demonstrates that extensive and multifaceted monitoring practices cannot 'solve' the controversial issue of control.     

A real-time information system for multivariate statistical process control

Statistical process control (SPC) is widely used in process industries to monitor variations in process attributes. Typically, automatic devices capture a multitude of measurements on process and product characteristics every few seconds. Operators and engineers commonly monitor only a small subset of these. Multivariate SPC has been proposed to fully utilize the available data, however, interpretation of multivariate information is often too complex for most line operators. This paper describes the design and implementation of a real-time multivariate process control system that features a graphical user interface (GUI) and provides useful information for both line operators and engineers. The information system described in this paper should provide large-scale manufacturers with better access to information for identifying opportunities in continuing to improve processes performance and business competitiveness.     

Gleichzeitigkeit als Leistungsgröße: Inter- und Intra-Klassen-Leistung volatiler EE-Einspeiser

The energy transition focuses on the expansion and enhancement of distribution grids and the integration of decentralized renewable generation plants. The integration of decentralized plants presents a major challenge for distribution system operators in particular. The planning and dimensioning of energy grids requires knowledge of all integrated generating units and power consumers, as well as their power ratings. Furthermore, knowledge about the diversity of renewable power plant types enables distribution system operators and scientists to selectively or cumulatively assess the maximum feed-in capacity. This is particularly important for the assessment of case studies or border scenarios. The purpose of this article is the evaluation of the maximum simultaneous feed-in power of PV and wind power plants. Furthermore, the ratio of the installed power to the maximum power generated by renewable power plants is also investigated. The diversity factor describes the ratio of the sum of all individual load’s maximum powers to the number of loads. This simultaneity can also be adapted to renewable power plants. However, it is differentiated here between simultaneous power within one renewable power plant type (intra-class performance) and simultaneous power of different renewable power plant types (inter-class performance). In cooperation with one of the largest national distribution network operator, regression lines are approximated by statistical analyzes, in order to determinate the diversity of the Central German area.     

Does peripheral knowledge complement control? An empirical test in technology outsourcing alliances

While the normative logic for forming technology outsourcing alliances is that such alliances allow outsourcing firms to specialize deeper in their domain of core competence without being distracted by noncore activities, recent empirical studies have reported the puzzling phenomenon of some firms continuing to invest in R&D in domains that are fully outsourced to specialized alliance partners. An underlying—and widely made—assertion that can potentially reconcile this contradiction is that ‘peripheral’ knowledge (specialized knowledge in the domain of outsourced activities) complements control in technology outsourcing alliances. However, this assertion is untested; and empirically testing it is the objective of this research study. Using data from 59 software services outsourcing alliances, we show that such peripheral knowledge and alliance control are imperfect complements: peripheral knowledge complements outcomes‐based formal control but not process‐based control. Thus, outsourcing firms might sometimes need knowledge outside their core domain because such knowledge facilitates effective alliance governance. Our theoretical elaboration and empirical testing of the assumed complementarities between peripheral knowledge and control in technology outsourcing alliances has significant implications for strategy theory and practice, which are also discussed. Copyright © 2007 John Wiley & Sons, Ltd.     

Is Mobile Telephony a Natural Oligopoly?

This paper presents a model of competitive interaction among mobile telecommunications operators. Operators can offer services in twoseparate markets, urban and rural areas, and customers commute between them. Market coverage of an operator can then be interpreted as a parameter of vertical productdifferentiation. The main implication is that the industry has strong features of a``natural oligopoly': Only a limited number of operators with possibly different coverage cansurvive in equilibrium. It is also shown that competing operators do not have an incentiveto reach roaming agreements over non-overlapping areas. On the contrary, roamingcan be easily agreed upon by colluding operators.     

TP case study: fixed–mobile interconnection in India

The Telecommunications Regulatory Authority of India (TRAI) attempted, in late 1999, to introduce the calling party pays (CPP) regime for mobile cellular services, with a corresponding revenue-sharing arrangement between fixed and mobile operators. According to the revenue-sharing proposal, mobile operators in India were to be compensated for carrying traffic to and from the fixed networks. Under their original license conditions, fixed operators (usually one of the two state-owned incumbents) were not paying mobile operators for terminating calls on their networks. However, mobile operators had to compensate the state-owned incumbent for terminating traffic. This unfavourable environment for mobile operators has meant that mobile services have not been able to reach their full potential in India. There was great disappointment within the mobile industry when the TRAI's CPP order was overturned by the Supreme Court of India in early 2000, due to lack of jurisdiction. Since then, the enabling legislation has been amended. It is hoped that the new provisions of the TRAI Act will empower the regulator to establish a level playing field for mobile network operators. It is only through the creation of a suitable framework for interconnection that the TRAI will be able to ensure the success of telecommunications reform in India.     

Opening up for competitive advantage – How Deutsche Telekom creates an open innovation ecosystem

When, on 21st September 2006, ' The Economist ' compared incumbent telecommunication operators with dinosaurs that could soon face extinction, most readers were ready to agree. The mixture of declining revenues and fierce competition was believed to shake the market and soon to dethrone former national champions. However, there are ways to fight that extinction and one way is to open up for competitive advantage. This paper reflects on a case study at Deutsche Telekom, the German national telecommunication operator. The aim of this study is to analyse to what extent the open innovation paradigm has been embraced inside this now multinational company. Using empirical evidence from 15 in-depth interviews, we identify 11 open innovation instruments and detail their value contribution. We can show that Deutsche Telekom has successfully enhanced its innovation capacity by opening up its traditional development process and embracing external creativity and knowledge resources.     

Competition in wholesale markets: Do MNOs compete to host MVNOs?

This paper extends previous research examining wholesale market shares of mobile network operators (MNOs). This study demonstrates that wholesale market concentration has decreased over time because of the increase of competition of MNOs for hosting mobile virtual network operators (MVNOs). However, differences in wholesale market shares between MNOs have not disappeared. We propose that those operators that are late entrants in a market and belong to an international group with a proactive attitude towards hosting virtual operators positively influences wholesale market shares of MNOs. The empirical analysis is based on a panel data from 2000 to 2010 corresponding to MNOs and virtual operators in five European countries with high development of the virtual mobile industry. By closely examining KPN we show how being an international mobile group specialising in the wholesale market across Europe has enabled it to exploit complementarities that exist between traditional and virtual businesses.     

Tariff-mediated network effects versus strategic discounting: Evidence from German mobile telecommunications

Mobile telecommunication operators routinely charge subscribers lower prices for calls on their own network than for calls to other networks (on-net discounts). Studies on tariff-mediated network effects suggest this is due to large operators using on-net discounts to damage smaller rivals. Alternatively, research on strategic discounting suggests that small operators use on-net discounts to advertise with low on-net prices. We test the relative strength of these effects using data on tariff setting in German mobile telecommunications between 2001 and 2009. We find that large operators are more likely to offer tariffs with on-net discounts but there is no consistently significant difference in the magnitude of discounts. Our results suggest that tariff-mediated network effects are the main cause of on-net discounts.     

携号转网政策对电信运营商合谋的影响研究

电信业是一个典型的寡头垄断产业,在运营过程中,电信运营商容易达成合谋,同时电信市场较高的转移成本为电信运营商合谋提供一定的基础。本文通过构建博弈模型,研究携号转网政策对电信运营商合谋的影响效应。研究得出：实施携号转网政策,通过有效降低消费者的转移成本,使得电信运营商坚持合谋的临界贴现因子提高,电信运营商将更难坚持合谋。该政策的实施效果随转移成本降低率的提高而增强,随电信运营商产品差异性的不断扩大而减弱。因此,携号转网政策的实施将在一定程度上降低电信运营商的合谋行为。     

On access pricing in telecoms: theory and European practice

This paper discusses European legislation concerning interconnection between telecommunications operators. An important and distinct element of regulatory policy in the European Union is that operators with significant market power are required to provide cost-based interconnection whereas other operators are not required to provide such cost-based interconnection. It analyzes the consequences of different interconnection charges for competition and investments. Using recent insights from the theoretical literature on competition in telecommunications, it finds that the socially optimal regulatory policy concerning interconnection has the same characteristics as that adopted in the European Union.     

Impact of roaming regulation on revenues and prices of mobile operators in the EU

We use a difference-in-differences approach to assess the impact of the EU roaming regulation on mobile operators’ average revenues per user (ARPU) and the retail prices of mobile services. Our results suggest that due to the regulation the ARPU of EU mobile operators decreased since 2007 on average by 9.1%. When considering purchasing power parities, the decline of ARPU is estimated on average at 5.8%, but in this case we cannot reject that there was no decrease at all. We also find that the impact of the regulation on ARPU depends on traffic imbalances, which may be related to tourism flows, and has a stronger negative impact on operators from countries with a surplus in tourism traffic. There is however no difference in the impact of the regulation on cross-country and national operators. Moreover, our results suggest that the Roam Like at Home (RLAH) regulation implemented in June 2017 had no impact on the tariffs of national mobile plans.     

企业效绩评价与经营者年薪挂钩研究

经营者年薪一般包括基本年薪和效益年薪两个部分。尽管全国各地普遍开展了经营者年薪制试点，但对年薪的确定很不规范，特别是对经营者经营业绩的评价缺乏科学手段。本文在运用企业效绩评价体系对经营者业绩进行科学评价的基础上，对如何确定经营者基本年薪和效益年薪，建立了一个基本模型，并选择了150户大型企业进行了模拟测算，使年薪制的实施具备了比较科学的技术基础。     

PCBA模块测试分拣控制系统

为保证印刷电路板组件(printed circuit board assembly,PCBA)的功能性完备,在装壳前需对其进行功能测试,而当前生产线主要由人工测试分拣,效率低下,为此,设计了一种能够自动扫码、测试、分拣的自动控制系统。选用西门子S7-1200PLC作为控制器,WinCC组态软件作为上位监控系统,PLC与WinCC之间采用OPC的方式实现通信,采用VBS编程调用MSComm控件实现WinCC与测试工装和扫码枪之间的串口通信。测试结果表明,系统运行稳定,具有很好的实用性、可靠性。系统的使用能减少人力的投入,降低操作人员的劳动强度,提高生产效率,可在PCBA模块生产线中广泛使用。     

Customer retention,loyalty, and satisfaction in the German mobile cellular telecommunications market

Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs which are causally inter-linked. LISREL analyses support a two-staged model in which overall CS has a significant impact on CL which in turn influences a customer's intention to terminate/extend the contractual relationship with his mobile cellular network operator (=CR). Mobile service price and personal service benefit perceptions as well as (lack of) number portability between various cellular operators were identified as supply-related variables with the strongest effects on CR. Mobile network operators’ perceived customer care performance had no significant impact on CR. The findings suggest that an important lever for regulators to promote competition in cellular markets is the enforcement of efficient number portability procedures between mobile network operators.     

When technological superiority is not enough: The struggle to impose the SIM card as the NFC Secure Element for mobile payment platforms

Mobile network operators have long played an essential role in the Near Field Communication (NFC) mobile payment ecosystem. In most implementations, the SIM card has been the main technical component to secure payments. Currently, mobile payment providers are increasingly planning to place the Secure Element (SE) for authentication in the handset or cloud, rather than on the SIM card. This paper unveils factors that influence stakeholder preferences for the SE location. To structure the analysis, we use a multi-level framework based on concepts borrowed from multi-sided platform theory. Using interviews with stakeholders, we elicit themes and preferences for each level of the framework (provider, technology, and user). Our findings explain why mobile network operators, despite their superior technology, will likely lose the battle for control in the mobile payment ecosystem.     

夯实企业管理基础提高HSE管理水平

石油工程队伍参与国际市场竞争，必须加强企业管理，配置技术先进，质量可靠的施工机具，仪器，对操作人员，管理人员必须建立起有章可循，有章必依，违章必纠，执法必严的约束制度，必须重视质量管理，重视现场HSE管理，提高HSE管理水平，降低损耗，提高工作效率，提高经济效益，达到双赢之目的。     

Policy implications of technology for detecting P2P and copyright violations

The effectiveness of many proposed policies regarding both online copyright protection and network neutrality depend on the extent to which it is technically possible to detect peer-to-peer file sharing (P2P), the transfer of copyrighted files, or both. There are many detection approaches, some performed primarily by network operators and some by application-layer agents. This paper describes capabilities, limitations, privacy issues, and policy implications of detection technologies and their countermeasures, in part through quantitative analysis of empirical data. Different approaches are better for different purposes. Network operators are well-positioned to estimate how widespread copyright violations are, but application-layer detection from outside entities has important advantages when the purpose is punishment. Detection is also imperfect, so policies should require more transparency regarding how it is done than we see today. It is shown that, although network operators may not detect every transfer, and they typically miss more video than audio, they can identify most individuals who share copyrighted files via P2P after several weeks of monitoring provided that traffic is unencrypted, which is useful for some purposes. However, it is also shown that encryption is already in use, and it effectively prevents network operators from detecting transfers of copyrighted content. Thus, if network operators are held responsible for monitoring illegal file sharing, there is a tension between using detection to identify violators of copyright law for punishment, which may motivate even greater use of encryption, and using detection for other purposes such as creating fair compensation schemes for copyright-holders, warning users that they may be violating copyright law, or allocating network resources. Alternatively, there are forms of detection that are not evaded through encryption, and application-layer agents rather than network operators are primarily responsible for these. These copyright policy issues are intertwined with network neutrality policy in subtle ways. Network neutrality rules do not protect illegal transfers of copyrighted content, but if network operators are responsible for enforcement (as in “graduated response”) then regulators must determine when it is reasonable to terminate or degrade service based on allegations of copyright violation given the limitations of detection technology to prove those allegations. Allegations of copyright violation should be considered invalid unless they are accompanied with information about how detection was performed and an opportunity for rebuttal. Such transparency has been routinely lacking in both laws and industry agreements.     

Governing interfirm knowledge transfer in the Chinese market: The interplay of formal and informal mechanisms

Building on knowledge management literature and relational exchange theory, this study addresses how formal (i.e., ex ante contracts and ex post control) and informal mechanisms (i.e., trust) affect interfirm knowledge transfer in the Chinese emerging market. The results of a survey of 343 manufacturer–supplier relationships show that whereas formal control fosters knowledge transfer, contracts are not significantly related to knowledge transfer, and trust greatly facilitates knowledge flows between exchange relationships. Moreover, trust and contracts have a positive joint effect, whereas trust and control have a negative joint effect, on interfirm knowledge transfer. The findings provide important theoretical and managerial implications for interfirm knowledge governance in China.