Identifying system-wide contact center cost reduction opportunities through lean, customer-focused IT metrics

Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2009.Includes bibliographical references (p. 71-72).Dell's long-term success depends on its customers' future buying patterns. These patterns are largely determined by customers' satisfaction with the after-sales service they receive. Previously, Dell has been able to deliver high customer satisfaction but has done so at a high expense, further reducing the low margins on their consumer product line. Dell's Global Consumer Services and Support organization (GCSS) is constantly innovating to lower its operating costs while maintaining customer satisfaction. Their task is difficult to achieve in part because of the broad scope of problems that Dell's customer service agents (CSAs) tackle and the grey areas of support boundaries. In order to identify and correct the root-causes of these contact-center costs, Dell needs the ability to measure the specific cost of supporting individual customers. Yet, no such customer-centric data framework exists at Dell, or indeed in the contact center industry. However, it is possible to create just such a customer focused data framework by applying an automated value stream mapping (VSM) analysis to a large sample of contact-center activity data from Dell's data warehouse. The resulting data set is a collection of digital value stream maps representing the end-to-end customer service experience of each contact-center customer. After performing the proposed data transformations, these customer-focused metrics (CustFM) are shown to yield significant insights into previously unidentifiable cost reduction opportunities available across Dell's global contact-center network.by Avijit Sen.S.M.M.B.A

Enabling Lean Behavior Through Customer-Focused Metrics

Student research poste

Enabling Lean Through Customer-Focused Metrics

LFM 2009 internship projec

On Invariant Submanifolds of LP -Sasakian Manifolds

Abstract: The object of the present paper is to find a necessary and sufficient condition for an invariant submanifold of an LP -Sasakian manifold to be totally geodesic. An illustrative example is given to support the obtained result

A VALIDATED STABILITY INDICATING RP-HPLC METHOD FOR ESTIMATION OF AVAPRITINIB IN BULK AND TABLET DOSAGE FORM

Objective: The present investigation aims to develop a simple, cost effective, and reliable stability-indicating RP-HPLC assay method for analysis of avapritinib in bulk and the tablet dosage form. Methods: The method was developed using Acetonitrile and Methanol in a ratio of 70:30 (v/v) as the mobile phase, flowing at a rate of 1 ml/min, in an isocratic mode. A reverse phase column (Symmetry C18 column, 250 mm x 4.6 mm, 5 µm) was used as the stationary phase. The detection of the compound was made using a UV detector set at 245 nm. The validation and force degradation studies of the method were done following the International Conference on Harmonization (ICH) guidelines. Results: The method was validated using the prescribed parameters like system suitability, LOD, LOQ, accuracy, precision, robustness, specificity etc. The relative standard deviation (% RSD) of the peak area observed in each case was found within the accepted range (< 2%). The tailing factor and the plate count were found to be less than 2 and more than 2000 respectively in each observation.  The coefficient of correlation (r2) value in the linearity study was found to be 0.9997. The drug was found to be quantified accurately in presence of its degraded products. Conclusion: The developed simple and economic method is a suitable option for the qualitative and quantitative study of avapritinib in bulk and tablets even in presence of its degraded products which may arise because of oxidation, hydrolysis, thermal and photolytic decomposition

Strings, Junctions and Stability

Identification of string junction states of pure SU(2) Seiberg-Witten theory as B-branes wrapped on a Calabi-Yau manifold in the geometric engineering limit is discussed. The wrapped branes are known to correspond to objects in the bounded derived category of coherent sheaves on the projective line \cp{1} in this limit. We identify the pronged strings with triangles in the underlying triangulated category using Pi-stability. The spiral strings in the weak coupling region are interpreted as certain projective resolutions of the invertible sheaves. We discuss transitions between the spiral strings and junctions using the grade introduced for Pi-stability through the central charges of the corresponding objects.Comment: 15 pages, LaTeX; references added. typos correcte

Scientific validation of indigenous organic formulation-<em>panchagavya </em>for sustaining rice productivity and residual effect in rice-lentil system under hot semi-arid eco-region of middle Indo-Gangetic plains

104-113Combined application of organic source of nutrient and inorganic fertilizers increases nutrient synchrony and reduces losses leading to sustainable productivity. With this concept in mind a field trial was conducted at Varanasi, India during 2013–14 and 2014–15, to evaluate and validate the efficiency and efficacy of panchagavya (blend of five cow products i.e. dung, ghee, curd, urine and milk) in combination with recommended doses of fertilizers (RDF) on rice yield, soil microbial population, soil microbial biomass carbon (SMBC), soil enzymatic activity and their residual effects on lentil. Application of panchagavya (D4-seedling root dip + one spray at 30 days after transplanting-DAT @ 6% + application through irrigation water at 60 DAT) produced higher productive tillers/m2, number of filled spikelets/panicle, leaf area index (LAI), grain yield, soil bacterial and fungal population, SMBC and dehydrogenase activity. Application of 100% RDF significantly increased grain yield (5935 kg/ha) but 120% RDF recorded the highest straw yield (8283 kg/ha) and biological yield. Residual effect of panchagavya at D4 level resulted in higher (19.1% over control) seed yield of lentil. However, conjunctive use of 100% RDF and D4 ensured maximum net return (1194.9 $/ha).Therefore, use of indigenous product i.e. panchagavya in combination with fertilizer can be inferred to improve soil health, ascertain high productivity, profitability and sustainability in rice-lentil production, while preserving natural resource base under hot semi-arid eco-region of middle Indo-Gangetic Plains (IGP)