Section 1: Operational Excellence through Modelling Framework
1. Inventory Model for Repeat Purchase under Innovation Diffusion Criterion 3
Alok Kumar and Udayan Chanda
2. Stage wise Innovation Diffusion of a Technology Product in a Dynamic Market 17
Udayan Chanda and Alok Kumar
3. Reverse Logistics Network Design Using Mathematical Programming and Heuristic Method 28
Jitendra Singh
4. Economic Analysis of a Single-Server Feedback Queuing System with Reverse Balking and Retention of Impatient Customers 42
Bhupender Kumar Som
Section 2: Operations Excellence through Agility: Supply Chain Management and Project Management
5. The Spirit of Supply Chain Management – Creativity and Innovation 67
Freda Swaminathan
6. A Hybrid DOE Framework for Six Sigma Process Improvement: An Empirical Study 83
Anupama Prashar
7. Estimating Earned Business Value for Agile Projects using Relative Scoring Method 102
Shilpi Jain and Avitash Purohit
Section 3: Operations Excellence through Adaptability: E-commerce Service
8. Changing Paradigm of Online Retail Market: A Study of Grofers' Operational Excellence 121
Anupam Narula, Yukti Ahuja and Mahima Gupta
9. eCommerce and eBusiness Operations: An Analysis and Way Forward 134
Mitul Kathuria and Smridhi Khanna
10. Global e-Business Models for Innovative Service Marketing Practices: A Caselet of eBay, Amazon, and Groupon 187
Anupam Narula
Section 4: Operations Excellence through Multidisciplinery Approach
11. Understanding the Operational Risk in Banks in the Light of Achieving the Operational Efficiency through Creation of Operational Risk Information Systems 209
Jwaad Akhtar Khan, Kanhaiya Singh and P.S. Raychaudhuri
12. Benchmarking CSR Operations for Sustainable Development 220
Shallini Taneja and Radhika Modi
13. Organizational Capabilities Impacting Business Intelligence Success in Organizations Today 231
Rekha Mishra and A.K. Saini