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.     

基于BP人工神经网络的供应商评价研究

供应商评价的最终目的是为了让企业选择值得信赖的供应商作为合作伙伴,从而在激烈的竞争中构建高效的供应链体系。本文构建了一种基于BP人工神经网络原理的企业供应商的评价模型,以MATLAB软件为平台进行学习,提高了供应商选择过程的客观性。     

Industry and Regional Patterns in Sequential Foreign Market Entry

This study empirically investigates industry and region of origin patterns of sequential foreign market entry by multinational corporations (MNCs) at the line of business level. We use event history analysis to study sequential foreign direct investment in the United States by European and Japanese firms in the chemical and electronics industries from 1975 to 1992. Results show that European firms as well as Japanese firms first enter in their largest and strongest lines of business, and over time extend their positions by entering in lines of business that are smaller and less strong. As for industry effects, sequential entry is observed more strongly among electronics firms than among chemical firms, reflecting differences in the speed and extent of globalization of these two industries. Our findings confirm that foreign market entry is a sequential process, and show that industry effects are more important than region of origin effects.     

Estimation of proportion and sensitivity of a qualitative character

In this paper, a simple and obvious procedure is presented that allows to estimate π, the population proportion of a sensitive group, in addition to T, the probability that the respondents belonging to the sensitive group tell the truth whenever questioning directly. Properties of the estimators of π and T as well as sample size allocation are studied. And, efficiency comparisons are carried out to investigate the performance of the proposed method. It is found that the proposed strategy is more efficient than Warner's (1965) strategy, and has an additional advantage of deciding the optimal survey technique for practical situations. Received: October 2000     

On a study of the exponential and Poisson characteristics of the Poisson process

Based on the exponential and Poisson characteristics of the Poisson process, in this work we present some characterizations of the Poisson process as a renewal process. More precisely, let γ_t be the residual life at time t of the renewal process A={A(t),t≥0 }, under suitable condition, we prove that if Var(γ_t)=E ² (γ_t),∀t≥0, then A is a Poisson process. Secondly, we show that if Var (A(t)) is proportional to E (A(t)), then A is a Poisson process also, and Var (A(t))=E (A(t)). Received: August 1999     

An application of six sigma methodology to enhance leisure service quality

Thanks to flourishing development of the service industry for the past few years, its GDP output value is over 73%, which accounts for 58% of the employment population. The leisure service industry, in particular grows by multiple revealing its significant importance. As there is a feature of high homogeneity and substitution in the same trade, the core issue lies on enhancement of service quality in an environment of keen competition. As a result, six sigma (6σ) is applied in this research to improve service quality and increase competitiveness of the leisure industry. First, the service quality model proposed by Parasuraman, A., V. A. Zeithaml, and L. L. Berry (PZB model for short) is utilized to design the items in the service quality questionnaire. Importance and satisfaction of each service item perceived by customers are based for the scale, whose means are further converted to indexes. Thus, a scale-based service performance evaluation matrix with indices of importance as the Y-axis and those of satisfaction as the X-axis is defined. Then, service factors of high importance and low satisfaction are located and defined for improvement in accordance with the index location of each service factor. A measurement model based on the difference between customers’ importance and satisfaction is proposed and a measurement index is defined for an objective evaluation method and procedures. Next, factors of customer dissatisfaction are analyzed and improvement methods are devised. Finally, leisure service quality is monitored by the performance control model.     

Creating technology candidates for disruptive innovation: Generally applicable R&D strategies

In this paper, we first examined the importance of technology creation in technological disruptive innovations (DIs), and found both academic scholars and industrial practitioners have underestimated the challenging nature and importance of technology at least in technological DI. We then moved upstream to study empirically how technology candidates could be created purposefully for potential technological DI. Four generally applicable R&D strategies were abstracted from intensive studies on 37 technological DIs, by applying the central thoughts of principal component analysis which transforms many correlated variables into a small number of uncorrelated ones. The four R&D strategies abstracted are miniaturization, simplification, augmentation and exploitation for another application. Their creation of DI was examined, postulated and then demonstrated by means of the Delphi method. The frequencies of their utilization were also compiled and the implications discussed. This study has further advanced the knowledge at the front-end of R&D, i.e. the technology perspective of DI. It hopes to facilitate more purposeful creation of technology candidates for potential technological DI in future.     

Simulation estimation of two‐tiered dynamic panel Tobit models with an application to the labor supply of married women

In this paper a computationally practical simulation estimator is proposed for the two‐tiered dynamic panel Tobit model originally developed by Cragg ( 1971 ). The log‐likelihood function simulated through procedures based on a recursive algorithm formulated by the Geweke–Hajivassiliou–Keane simulator is maximized. The simulation estimators are then applied to study the labor supply of married women. The rich dynamic structure of the labor force participation decision as well as hours worked decisions that are conditional on the participation of married women are identified by using the proposed simulation estimators. The average partial effects of the participation and hours worked decisions for married women in response to fertility decisions and increases in the husband's income are also investigated. It is found that the hypothesis that the fertility decision is exogenous and the hypothesis that the husband's income is exogenous to married women's labor supply function are both rejected in the dynamic and static two‐tiered models. Moreover, children aged between 6 and 13 years old may have a negative impact on the hours worked decision for married women that is conditional on their participation. However, these children may provide some positive incentives for married women to participate in the labor force. Copyright © 2009 John Wiley & Sons, Ltd.