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1 – 10 of 18Mugdha Shirish Mujumdar and Sandeep G. Prabhu
This study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute…
Abstract
Purpose
This study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute resolution mechanisms of countries such as Australia, the USA, the UK and India are studied. This qualitative research is carried out for the three major telecom markets: Australia, the USA and India.
Design/methodology/approach
Here, research is conducted in two stages. In the first stage, the telecom policies of the major telecom markets, their ombudsman policies and consumer grievance redressal mechanisms are studied. In the second stage, the qualitative analysis of the three telecom markets, Australia, the USA and India, is conducted through in-depth interviews, the questionnaire method for telecom customers and secondary research.
Findings
Telecom customer satisfaction is significantly higher in countries with the telecom ombudsman as a system of telecom governance redressal. This study dedicates significant importance to the distinctiveness of the grievance resolution systems in different countries and suggests recommendations for improving the mechanisms. The recommendations given in the research study emerge as the output of interviewing telecom experts, academicians and researchers and court judges.
Research limitations/implications
This study has partial limitations as primary research was carried out only in selected countries with limited participants.
Practical implications
This study is useful for policymakers, regulators and think tanks in the telecommunications sector.
Social implications
The resolution of individual customer grievances is significant to the telecom industry and all participants. A well-oiled grievance redressal system enhances the trust among the service users and aids in the industry’s growth. Further practical assessment of redressal offered by different telecom operators can be used for benchmarking, and it can create an onus on telecom operators for timely and adequate redressal of consumer complaints. In certain countries with a well-developed alternate dispute resolution (ADR) mechanism, the service offerings of telecom operators and the quality of services are deemed to be better than those without such an ADR. The research aims to bring in the positives of ADR systems from specific telecom markets and suggest the effectiveness of such ADR for countries such as India, which has over 1.17billion active subscribers. This research aims to aid responsive communication with telecom consumers in the overall telecom industry, which can bolster telecom consumers’ confidence and help the industry grow sustainably. Discussing perspectives on telecom dispute resolution in various conferences and discussing use-cases of innovative dispute settlements can act as stimuli in this space. As ADR procedures are conducted in the shadow of the law, a dispute resolution framework must have a buy-in from the government, telecom experts, the judiciary and private telecom stakeholders. This can only help achieve a framework that can reap the benefits of various ADR/ODR processes facilitating better access to justice, including cost-effectiveness, swiftness, a broader reach for dispute resolution and improved efficiency of dispute resolution.
Originality/value
Previous studies have focused on the study of telecom reforms and mechanisms in a particular country and there was a limited comparison with other countries’ mechanisms. Also, there has been minimal research in this area in recent years. This paper contributes to analyzing the effectiveness of the telecom ombudsman framework in Australia, the USA, the UK and India. It also studies the reforms and consumer grievance-handling mechanisms in a few other countries. It also gives well-researched recommendations for improving the consumer grievance resolution system.
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Sujata Joshi, Anugamini Priya Srivastava, Sandeep Prabhu, Pankaj Pathak, Abhijit Chirputkar and Samaya Pillai
The objective of this paper is to investigate the digital transformation (DT) trends in higher education institutes (HEI) (from 2010 to 2023) and examine the role of upcoming…
Abstract
Purpose
The objective of this paper is to investigate the digital transformation (DT) trends in higher education institutes (HEI) (from 2010 to 2023) and examine the role of upcoming technologies in the HEI and their impact on user experience and social inclusiveness.
Design/methodology/approach
The middle-range research method is adopted, wherein the Scopus database is used for publication searches. The bibliometric analysis is done on a dataset of 408 articles to determine research trends in DT, top-cited articles, top journals, key authors, country-wise contribution, keyword analysis, bibliographic coupling and co-occurrence analysis. Additionally, content analysis was done on 51 articles that were finally selected to identify the upcoming DT themes in HEI.
Findings
Three key themes emerged from the analysis: digital technologies (for teaching, learning, assessment and administration), user experience and social inclusiveness, based on which we propose a conceptual model for DT in HEI.
Originality/value
This study contributes to the ongoing studies in the following way: (1) it proposes a conceptual model for DT in HEI. (2) It provides an understanding of the impact of DT on user experience and social inclusiveness in the context of HEI. (3) It paves the way for future research by providing future research themes, future research directions and future research questions, providing a groundwork for upcoming investigations which will help researchers develop this area further.
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K. Banu Priya, P. Rajendran, Sandeep Kumar M., Prabhu J., Sukumar Rajendran, P.J. Kumar, Thanapal P., Jabez Christopher and Jothikumar R.
The computational model proposed in this work uses the data's of COVID-19 cases in India. From the analysis, it can be observed that the proposed immunity model decides the…
Abstract
Purpose
The computational model proposed in this work uses the data's of COVID-19 cases in India. From the analysis, it can be observed that the proposed immunity model decides the recovery rate of COVID −19 patients; moreover, the recovery rate does not depend on the age of the patients. These analytic models can be used by public health professionals, hospital administrators and epidemiologists for strategic decision-making to enhance health requirements based on various demographic and social factors of those affected by the pandemic. Mobile-based computational model can be used to compute the travel history of the affected people by accessing the near geographical maps of the path traveled.
Design/methodology/approach
In this paper, the authors developed a pediatric and geriatric person’s immunity network-based mobile computational model for COVID-19 patients. As the computational model is hard to analyze mathematically, the authors simplified the computational model as general COVID-19 infected people, the computational immunity model. The model proposed in this work used the data's of COVID-19 cases in India.
Findings
This study proposes a pediatric and geriatric people immunity network model for COVID- 19 patients. For the analysis part, the data's on COVID-19 cases in India was used. In this model, the authors have taken two sets of people (pediatric and geriatric), both are facing common symptoms such as fever, cough and myalgia. From the analysis, it was observed and also proved that the immunity level of patients decides the recovery rate of COVID-19 patients and the age of COVID-19 patients has no significant influence on the recovery rate of the patient.
Originality/value
COVID-19 has created a global health crisis that has had a deep impact on the way we perceive our world and our everyday lives. Not only the rate of contagion and patterns of transmission threatens our sense of agency, but the safety measures put in place to contain the spread of the virus also require social distancing. The novel model in this work focus on the Indian scenario and thereby may help Indian health organizations for future planning and organization. The factors model in this work such as age, immunity level, recovery rate can be used by machine leaning models for predicting other useful outcomes.
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Sukumar Rajendran, Sandeep Kumar Mathivanan, Prabhu Jayagopal, Kumar Purushothaman Janaki, Benjula Anbu Malar Manickam Bernard, Suganya Pandy and Manivannan Sorakaya Somanathan
Artificial Intelligence (AI) has surpassed expectations in opening up different possibilities for machines from different walks of life. Cloud service providers are pushing. Edge…
Abstract
Purpose
Artificial Intelligence (AI) has surpassed expectations in opening up different possibilities for machines from different walks of life. Cloud service providers are pushing. Edge computing reduces latency, improving availability and saving bandwidth.
Design/methodology/approach
The exponential growth in tensor processing unit (TPU) and graphics processing unit (GPU) combined with different types of sensors has enabled the pairing of medical technology with deep learning in providing the best patient care. A significant role of pushing and pulling data from the cloud, big data comes into play as velocity, veracity and volume of data with IoT assisting doctors in predicting the abnormalities and providing customized treatment based on the patient electronic health record (EHR).
Findings
The primary focus of edge computing is decentralizing and bringing intelligent IoT devices to provide real-time computing at the point of presence (PoP). The impact of the PoP in healthcare gains importance as wearable devices and mobile apps are entrusted with real-time monitoring and diagnosis of patients. The impact edge computing of the PoP in healthcare gains significance as wearable devices and mobile apps are entrusted with real-time monitoring and diagnosis of patients.
Originality/value
The utility value of sensors data improves through the Laplacian mechanism of preserved PII response to each query from the ODL. The scalability is at 50% with respect to the sensitivity and preservation of the PII values in the local ODL.
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Sandeep Kumar M., Maheshwari V., Prabhu J., Prasanna M., Jayalakshmi P., Suganya P., Benjula Anbu Malar M.B. and R. Jothikumar
The situations of COVID-19 will certainly have an adverse effect over and above health care on factors of the internet of things (IoT) market. To overcome all the above issues…
Abstract
Purpose
The situations of COVID-19 will certainly have an adverse effect over and above health care on factors of the internet of things (IoT) market. To overcome all the above issues, IoT devices and sensors can be used to track and monitor the movement of the people, so that necessary actions can be taken to prevent the spread of coronavirus disease (COVID-19). Mobile devices can be used for contact tracing of the affected person by analyzing the geomap of the travel history. This will prevent the spread and reset the economy to the normal condition.
Design/methodology/approach
To respond to the global COVID-19 outbreak, the social-economic implications of COVID-19 on specific dimensions of the global economy are analyzed in this study. The situations of COVID-19 will certainly have an adverse effect over and above health care on factors of the IoT market. To overcome these issues IoT devices and sensors can be used to track and monitor the movement of the people so that necessary actions can be taken to prevent the spread of COVID-19. Mobile devices can be used for contact tracing of the affected person by analyzing the geomap of the travel history. This will prevent the spread and reset the economy to the normal condition. A few reviews, approaches, and guidelines are provided in this article along these lines. Moreover, insights about the effects of the pandemic on various sectors such as agriculture, medical industry, finance, information technology, manufacturing and many others are provided. These insights may support strategic decision making and policy framing activities for the top level management in private and government sectors.
Findings
With insecurities of a new recession and economic crisis, key moments such as these call for strong and powerful governance in health, business, government, and large society. Instant support measures have to be initiated and adapted for those who can drop through the cracks. Mid- and long-term strategies are required to stabilize and motivate the economy during this recession.
Originality/value
A comprehensive social-economic development strategy that consists of sector by sector schemes and infrastructure that supports business to ensure the success of those with reliable and sustainable business models is necessary. From the literature analysis and real world observations it is concluded that the IoT, sensors, wearable devices and computational technologies plays major role in preserving the economy of the country by preventing the spread of COVID-19.
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COVID entered the world in 2019 as a pandemic and the intensity of this health crisis is only increasing in several regions. Therefore, it is critical to study and detect the…
Abstract
COVID entered the world in 2019 as a pandemic and the intensity of this health crisis is only increasing in several regions. Therefore, it is critical to study and detect the public's frame of mind, government and economists' perception regarding the COVID crisis, as well as the primary worries that the public has expressed, and how this evolves over time. Responsive measures towards COVID-19 from the Indian economy have been explored as a key objective. Moreover, efforts have been made to explore recovery in India through economists and policymakers. Data have been explored through online interviews of key economists which were published in leading newspapers and covered through media channels such as NDTV, CNBC, etc. Moreover, various newspapers and reports were explored to understand government initiatives to address COVID-19 in India. The study's findings show how essential economic recovery from the second wave is in India, and how it may be achieved by strong fiscal and monetary policies, as well as specific attention to impoverished households, small and micro-businesses and increased employment. The short-term focus of the developing economic strategy must be on giving crisis relief to the most unprotected segments of society since long-term system stimulation is impossible.
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Amit Pandey, Kavita Sardana and Sandeep Kumar Gupta
The purpose of this study is to use the framework of stakeholder analysis in a participatory democracy, used in forest management planning, for arriving at the best management…
Abstract
Purpose
The purpose of this study is to use the framework of stakeholder analysis in a participatory democracy, used in forest management planning, for arriving at the best management option for selected sacred groves of Kachchh. This is achieved by accounting for economic, cultural and ecological values and the resulting outcomes in the complex institutional mechanism. Additionally, this study provides a framework for complex decision-making that characterizes the management of sacred groves involving multiple criteria and options accounting for multiple stakeholders that involve conflicting interests.
Design/methodology/approach
The analytical hierarchy process was used to calculate the global priorities of management options using the relative importance of stakeholders, weights of different decision criteria to arrive at the best management practice for selected groves of Kachchh. The global priorities of management options rank management practices based on stakeholders' values and their effects on the choice of management strategy as well as on the potential to attain a compromise between competing interests. For this purpose, survey responses of 141 individuals belonging to seven different stakeholder categories were analyzed. Along with focus group discussions, and personal interviews, a stratified random sampling technique was used to survey respondents.
Findings
Based on the global priority weights of the alternatives, it is determined that the restoration management option (guggal is restored by planting new guggal sapplings, cattle grazing is prohibited and high levels of ecosystem goods and services are provided) had the highest score, followed by the preservation management option (grazing is allowed on the periphery, juvenile guggal is preserved and moderate ecosystem goods and services are provided). Therefore, restoration of sacred groves is the best management practice of sacred groves in West Kachchh, offering a compromise between maximizing provision of ecosystem services and economic benefits in terms of allowing cattle grazing.
Originality/value
Though there are several studies on best management practices for community-owned forests, irrigation systems, and pasture lands, and the role of local institutions in sustaining these common-pool resources; such studies for sacred groves are absent, despite sacred groves being one of the longest surviving common-pool resources that has sustained it over several decades. This is the first study that uses the framework of stakeholder analysis to arrive at the best management practice for sacred groves. The uniqueness of the study lies in a comprehensive evaluation of ecological–economic–cultural interests of multiple stakeholders toward management of sacred groves.
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Sanjeev Goyal and Sandeep Grover
Advanced manufacturing system (AMS) offers opportunities for industries to improve their technology, flexibility and profitability through a highly efficient and focused approach…
Abstract
Purpose
Advanced manufacturing system (AMS) offers opportunities for industries to improve their technology, flexibility and profitability through a highly efficient and focused approach to manufacturing effectiveness. Selecting a proper AMS is a complicated task for the managers as it involves large tangible and intangible selection attributes. Failure to take right decision in selecting proper AMS alternative may even lead industry to losses. The purpose of this paper, therefore, is to rank the AMS alternatives by using fuzzy grey relational analysis, which will help managers when choosing an appropriate AMS.
Design/methodology/approach
This research proposes a multi‐attribute decision‐making (MADM) method, fuzzy grey relational analysis (FGRA), for AMS selection. The methodology is explained as follows. AMS alternatives and selection attributes will be chosen. The qualitative attributes will be converted into quantitative using fuzzy conversion scale. Then these data will be pre‐processed to normalize every value. This step is done to convert all alternatives into a comparability sequence. According to these sequences a reference sequence (ideal target sequence) is defined. Then, the grey relational coefficient between all comparability sequences and the reference sequence is calculated. Finally, based on these grey relational coefficients, the grey relational grade between the reference sequence and every comparability sequences is calculated. If a comparability sequence translated from an alternative has the highest grey relational grade between the reference sequence and itself, then that alternative will be the best choice. Fuzzy logic is used here to convert linguistic data into crisp score.
Findings
The proposed method is validated and compared by taking two examples from literature. The traditional statistical techniques require large data sets for evaluating attributes while grey theory on the contrary solve the multi attribute decision making problems with small data sets. This methodology will significantly increase the efficiency of decision making and overall competitiveness for manufacturing industries. This approach will motivate more and more industries to invest in AMS.
Practical implications
This method will help managers to weigh the AMS alternatives before actually buying them, which will in turn save money and time. This will build confidence of the top management for investing in costly technology such as AMS.
Originality/value
From time to time, various researchers have proposed various techniques to select the AMS. However, a survey on current evaluation methods shows that they are all less objective, lack accurate data processing, involve large calculations because of their complexity. In this paper, the authors attempt to solve the problem of AMS selection with FGRA, which is more logical, axiomatic, generates results in fewer steps with less calculations and is easy to understand. This paper succeeds in getting AMS alternatives' ranking using fuzzy grey relational analysis.
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Rajesh Attri and Sandeep Grover
The purpose of this paper is to ascertain and understand the relationship dynamics among the quality-enabled factors (QEFs) affecting the initiation stage of production system…
Abstract
Purpose
The purpose of this paper is to ascertain and understand the relationship dynamics among the quality-enabled factors (QEFs) affecting the initiation stage of production system life cycle (PSLC). This study presents an approach for refining the decision making in the initiation stage of the production system.
Design/methodology/approach
In this paper, ten QEFs have been identified for the initiation stage of PSLC. An interpretive structural modelling (ISM) approach has been utilized to cultivate an organizational association among these identified QEFs. The results of ISM approach are used as an input to fuzzy Matriced’ Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analysis, to identify the driving and dependence power of QEFs.
Findings
The key consequences of this paper are to prioritize the strategic QEFs in reducing the risks linked with initiation stage of production system. The integrated model obtained by ISM-fuzzy MICMAC illustrates that there exists two clusters of QEFs, one is having high driving power and low dependency power which requires extreme consideration and of strategic importance (such as honesty and sincerity in collecting and analyzing field data) and other is having high dependence power and low driving power and are resultant effects (such as strategic decision-making ability).
Research limitations/implications
The integrated ISM-fuzzy MICMAC model developed is not statistically corroborated; consequently structural equation modelling (SEM) approach which is also known as linear structural relationship approach could be utilized to examine the validity of developed hypothetical model.
Originality/value
This is first study to identify ten QEFs in initiation stage of production system and further, to deploy integrated ISM-fuzzy MICMAC approach to recognize and categorize the QEFs influencing the initiation stage of production system.
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Sandeep Narula, Sudhir Rana, Shakul Srivastava and Manjeet Kharub
This study explores the relationship between market orientation (MO), marketing capabilities, competitive advantage and firm performance with a focus on productivity and growth…
Abstract
Purpose
This study explores the relationship between market orientation (MO), marketing capabilities, competitive advantage and firm performance with a focus on productivity and growth. This study answers on how MO and capabilities can enhance the performance of a firm. The following research points have been looked into: (1) business development in uncertain times, (2) strategies that complement both business development and competitive advantage at the same time and (3) how proactive MO helps the business organization to improve performance and attain category leadership in the desired therapeutic segment.
Design/methodology/approach
This article is based on an intensive case study that provides a thorough description, interpretation and understanding of the case. To accomplish the given goals, a public sector firm was carefully chosen and data were gathered through interviews with managers from different levels of the case company.
Findings
Results of this study explain that the MO concept is highly effective in building the marketing capabilities and sustaining the performance. The study offers business development strategies for the businesses where product differentiation is low and price ceiling is practiced on a certain category of products. MO when combined with marketing capabilities gives the organization a competitive advantage which ultimately enhances the firm performance.
Originality/value
The manuscript is based on a case study representing niche and mid-sized Indian pharmaceutical company, “Indian Immunologicals Limited” (IIL, a public sector firm), that adopted MO along with competitive business strategies in highly competitive, regulated and price control therapeutic category, anti-rabies vaccine. The company with a judicious mix of business strategies, operational excellence and MO not only enhanced productivity but also market share and created new business units for future.
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