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  • Enqvist, Per, et al. (författare)
  • A Marginal Allocation Approach to Resource Management for a System of Multiclass Multiserver Queues Using Abandonment and CVaR QoS Measures
  • 2019
  • Ingår i: 7th International Conference on Operations Research and Enterprise Systems, ICORES 2018. - Springer Verlag. ; s. 119-133
  • Konferensbidrag (refereegranskat)abstract
    • A class of resource allocation problems is considered where some quality of service measure is set against the agent related costs. Three multiobjective minimization problems are posed, one for a system of Erlang-C queues and two for systems of Erlang-A queues. In the case of the Erlang-C systems we introduce a quality of service measure based on the Conditional Value-at-Risk with waiting time as the loss function. This is a risk coherent measure and is well established in the field of finance. An algebraic proof ensures that this quality of service measure is integer convex in the number of servers. In the case of the Erlang-A systems we introduce two different quality of service measures. The first is a weighted sum of fractions of abandoning customers and the second is Conditional Value-at-Risk, with the waiting time in queue for a customer conditioned on eventually receiving service. Finally, numerical experiments on the two system types with the given quality of service measures, are presented and the optimal solutions are compared.
  • Enqvist, Per, et al. (författare)
  • A state dependent chat system model
  • 2019
  • Ingår i: ICORES 2019 - Proceedings of the 8th International Conference on Operations Research and Enterprise Systems. - SciTePress. ; s. 121-132
  • Konferensbidrag (refereegranskat)abstract
    • The main purpose of this paper is to introduce a model of a chat based communication system, as well as developing the necessary tools to enable resource optimization with regards to a measure of the service quality. The system is modeled by a Markov process in continuous time and with a countable state space. The construction of the intensity matrix corresponding to this system is outlined and proofs of a stationary state distribution and an efficient way of calculating it are introduced. A numerical example for system optimization when the service measure is the average sojourn time is included as well as a heuristic algorithm for quicker solution generation. 
  • Høgevold, Nils M., et al. (författare)
  • Relative importance and priority of TBL elements on the corporate performance
  • 2019
  • Ingår i: Management of environmental quality. - Emerald Group Publishing Limited. - 1477-7835. ; 30:3, s. 609-623
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The purpose of this paper is to examine to what extent that a selection of economic, social and environmental factors is taken into corporate consideration (importance and priority) the longitudinal aspects of sustainable business practices.Design/methodology/approach: This study is based on an inductive approach taking into account the longitudinal aspects and an in-depth case study of a Scandinavian manufacturer recognized for its initiatives and achievements of sustainable business practices.Findings: The key informants indicated that economic factors are always important when it comes to sustainable business practices, social factors are to some extent important, and the environmental factors are generally important.Research limitations/implications: The planning, implementation and follow-up of sustainable business practices and related efforts require a consideration of economic, social and environmental factors.Practical implications: The framework of a triple bottom line (TBL) dominant logic for business sustainability applied may guide the corporate assessment to plan, implement and follow-up the importance and priority of the longitudinal aspects of sustainable business practices.Originality/value: A TBL dominant logic for sustainable business practices adequately frames corporate efforts regarding importance and priority making a relevant contribution addressing the longitudinal aspects to complement existing theory and previous studies. 
  • Laurell, Hélène, 1970-, et al. (författare)
  • Re-testing and validating a triple bottom line dominant logic for business sustainability
  • 2019
  • Ingår i: Management of environmental quality. - Bingley : Emerald Group Publishing Limited. - 1477-7835. ; 30:3, s. 518-537
  • Tidskriftsartikel (refereegranskat)abstract
    • The triple bottom line (TBL) is still commonly explored in research without joint consideration of economic, social and environmental elements of business sustainability (BS). The purpose of this paper is to re-test and validate a BS framework based on the TBL approach.This study is based on a questionnaire survey consisting of the largestfirms in corporate Sweden. A total of 107 usable questionnaires were ultimately received, for a response rate of 36.5 percent. The findings validate and extend a framework of a TBL-dominant logic for BS. A total of 19 dimensions indicating satisfactory validity and reliability of the BS framework were identified. The BS framework offers relevant insights to monitor and assess a TBL-dominant logic for BS. It also provides opportunities for further research. Managers can use the BS framework as a tool to map firm priorities in connection with BS. Each dimension of the BS framework offers insights into how to monitor and assess firms’ efforts in the TBL.This study contributes to validate and extend the TBL-dominant logic for BS. The BS framework also offers a timely and relevant contribution to both scholars and practitioners engaging in business sustainability. © 2018, Emerald Publishing Limited.
  • Nygren, Thomas, 1972-, et al. (författare)
  • Diversity and credibility in young people’s news feeds A foundation for teaching and learning citizenship in a digital era
  • 2019
  • Ingår i: Journal of Social Science Education. - 1611-9665 .- 1618-5293. ; 18:2, s. 87-109
  • Tidskriftsartikel (refereegranskat)abstract
    • Key points: – Citizen science approach to map young people’s digital news feeds.− Students predominately read hard news.− Digital news comes primarily from established news media sites deemed credible by students.− On social media, students mostly share news they find credible.− Students' authentic news feeds as potentials and challenges in education and democracy.Purpose: The credibility of digital news is presently a topic of debate, and curricula underline the importance of media literacy. However, the content and credibility of young people’s news feeds have not been investigated in detail in any large-scale studies. Here we explore the nature of news featured in Swedish upper secondary school students’ news feeds, how news is shared, and how credible the news is according to the students.Approach: Using citizen science and a mixed methods approach we review 2617 news from authentic news feeds.Findings: The students’ news feeds primarily contain hard news from established news media. News is predominately found on news domains, not through social media. Soft news is less common and is perceived as less credible. Boys find more sports while girls identify more entertainment and lifestyle news. The news feeds also contain some highly biased political information.Research limitations: The study was carried out in Sweden, and further international research on authentic news feeds is needed to view results in relation to society and educational practices.Research and practical implications: In education, students’ news feeds can be used to scrutinize credibility and help students navigate towards credible news domains to support democratic engagement.
  • Rodriguez, Rocio, et al. (författare)
  • Factors and determinants of value- and business-driven sustainability initiatives in health care organizations : intrinsic differences and extrinsic similarities
  • 2019
  • Ingår i: Corporate Governance : The International Journal of Effective Board Performance. - Emerald Group Publishing Limited. - 1472-0701.
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The purpose of this paper is to compare the similarities and differences relating to sustainability initiatives between health-care organizations. The aim is to provide a framework of factors and their determinants to enable a profiling of organizational sustainability initiatives.Design/methodology/approach: Based on an inductive approach, judgmental sampling was applied to select relevant health-care organizations. Informants were identified according to their knowledge of their organizations’ sustainability initiatives.Findings: Several factors and their determinants for characterizing differences and similarities were found. The results also reveal that organizational sustainability initiatives are either value-driven or business-driven.Research limitations/implications: The reported framework of factors and their determinants serves the purpose of profiling organizational sustainability initiatives. Opportunities for further research are provided.Practical implications: This paper provides managerial guidance for characterizing the differences and similarities with respect to organizational sustainability initiatives in relation to other organizations.Originality/value: This study establishes a framework for characterizing organizational sustainability initiatives. It also contributes to reveal whether organizational sustainability initiatives are value – or business-driven and considers intrinsic-oriented differences and extrinsic-oriented similarities. 
  • Svensson, Göran, 1973- (författare)
  • Topics in Workforce Management in a Contact Center Context
  • 2019
  • Doktorsavhandling (övrigt vetenskapligt)abstract
    • Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kundersamtidigt. Den resulterande serviceintensiteteten är beroende av hurmånga kunder som får service samtidigt, något som ökar komplexiteteni modellen. Dessutom visas hur agenter med liknande serviceförmågakan delas in i grupper och på så vis hanteras separat. Ett flertal exempelpå lösningar har inkluderats.I kapitel 5 utvecklas skattningsmetoder för att bestämma parametrarnaför modellen som introducerades i kapitel 4. Processen ärstarkt beroende av data, dvs, datadriven. Ett dataklassificeringssysteminförs för att ordna tillgänglig data och underlätta skattningsförfarandet.Sedan undersöks olika metoder för att skatta parametrarna,både frekventistiska och Bayesianska metoder införs för skattningav parametrar vid god och dålig upplösning på data. Prestandanoch validiteten för modellen från kapitel 4 undersöks också utifrån endatamängd från ett verkligt chattsystem.
  • Enqvist, Per, et al. (författare)
  • Multi-server marginal allocation With CVaR and abandonment based QoS measures
  • 2018
  • Ingår i: ICORES 2018 - Proceedings of the 7th International Conference on Operations Research and Enterprise Systems. - SciTePress. - 9789897582851 ; s. 297-303
  • Konferensbidrag (refereegranskat)abstract
    • Two multi-objective minimization problems are posed, one for Erlang-C queues and one for Erlang-A queues. The objectives are to minimize the cost of added agents while also trying to optimize a quality of service measure. For the Erlang-C system we propose using the Conditional Value-at-Risk measure with waiting time as the loss function. We prove that this quality of service measure is integer convex in the number of servers. For the Erlang-A system we use the fraction of abandoning customers and some rate based weighting function as the service measure. Finally, a numerical comparison of the two system types is performed. The numerical results show the similarities between the two systems in terms of optimal points.
  • Eriksson, David, et al. (författare)
  • Exploring opportunities for moral disengagement in codes of conduct from the textile industry
  • 2018
  • Ingår i: World Review of Intermodal Transportation Research (WRITR). - 1749-4729. ; 7:4, s. 371-389
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this research is to assess how codes of conducts are outlined and formulated in relation to moral disengagement along the supply chain. The research is focused on the idea that supply chain structure may reduce the actors' sense of moral responsibility for the actions and impacts of the supply chain on workers and environment. The research has been conducted as a case study including Swedish firms in the textile industry. The research has used secondary data from codes of conducts. The findings show that codes of conduct do not cover all supply chain practices linked with moral disengagement. This does not cause immoral behaviour as such, but might cause moral disengagement. Supply chain research needs to focus on what should be included in codes of conduct and other ethical guidelines, so as to reduce the risk of immoral behaviour. In order to reduce the likelihood for moral disengagement, there are several supply chain practices that should be included in codes of conduct, such as power asymmetry, managerial support, and incentives.
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