Operations systems with discretionary task completion

Management Science

Volumn 53, Issue 1, 2007, Pages 61-77

  Hopp, Wallace J ^a   Iravani, Seyed M R ^a   Yuen, Gigi Y ^a  

^a Northwestern University   (United States)

Author keywords

Flexibility; Markov decision process; Service operations; White collar work; Work systems

Indexed keywords

FLEXIBILITY; MARKOV DECISION PROCESS; SERVICE OPERATIONS; WHITE COLLAR WORK; WORK SYSTEMS;

HEURISTIC METHODS; JOB ANALYSIS; MARKOV PROCESSES; OPERATIONS RESEARCH; OPTIMAL CONTROL SYSTEMS; STANDARDIZATION;

MANAGEMENT SCIENCE;

EID: 33847014606     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1060.0598     Document Type: Article

References (30)

1. Adler, P., A. Mandelbaum, V. Nguyen, E. Schwerer. 1995. From project to process management: An empirically-based framework for analyzing product development time. Management Sci. 41(3) 458-484.
2. Aksin, O. Z., P. T. Marker. 1999. To sell or not to sell: Determining the tradeoffs between service and sales in retail banking phone centers. J. Service Res. 2(1) 19-33.
3. Altiok, T. 1996. Performance Evaluation of Manufacturing Systems. Springer-Verlag, New York.
4. Armony, M., I. Gurvich. 2005. When promotions meet operations: Cross-selling and its effect on call-center performance. Working paper, Stern School of Business, New York University, New York.
5. Askin, R. G., J. B. Goldberg. 2001. Design and Analysis of Lean Production Systems. Wiley, Hoboken, NJ.
6. Ata, B., S. Shneorson. 2006. Dynamic control of an M/M/1 service system with adjustable arrival and service rates. Management Sci. 52(11) 1778-1791.
7. Aydin, G., S. Ziya. 2005. Upselling a promotional product using customer purchase information. Working paper, The University of Michigan, Ann Arbor, MI.
8. Bailey, D. E. 1998. Comparison of maufacturing performance of three team structures in semiconductor plants. IEEE Trans. Engrg. Management 45(1) 20-32.
9. Banker, R., J. Field, K. Sinha. 2001. Work-team implementation and trajectories of manufacturing quality: A longitudinal study. Manufacturing Service Oper. Management 3(10) 25-42.
10. Boudreau, J., W. Hopp, J. McClain, I. J. Thomas. 2003. On the interface between operations and human resources management. Manufacturing Service Oper. Management 5(3) 179-202.
11. Bureau of Economic Analysis. 2001. Gross domestic product by industry. U.S. Department of Commerce. Retrieved December 7, 2004, http://www.bea.gov/bea/ dn2/gdpbyind_data.htm.
12. Buzacott, J. A., J. G. Shanthikumar. 1992. Stochastic models of manufacturing systems. Prentice Hall, New York.
13. Debo, L. G., L. B. Toktay, L. N. Van Wassenhove. 2004. Queueing for expert services. Working paper, Tepper School of Business, Carnegie-Mellon University, Pittsburgh, PA.
14. Doerr, K. H., T. R. Mitchell, T. D. Klastorin, K. A. Brown. 1996. Impact of material flow policies and goals on job outcomes. J. Appl. Pysch. 81.
15. Gans, N., G. Koole, A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5(2) 79-141.
16. General Motors. 1974. GM Public Interest Report, Detroit, MI.
17. General Motors. 2002. GM Corporate Responsibity Report, Detroit, MI.
18. George, J. M., J. M. Harrison. 2001. Dynamic control of a queue with adjustable service rate. Oper. Res. 49(5) 720-731.
19. Gross, D., C. M. Harris. 1985. Fundamentals of Queueing Theory, 2nd Ed. Wiley, New York.
20. Hammer, M., J. Champy. 1993. Reengineering the Corporation: A Manifesto for Business Revolution. Haper Business, New York.
21. Hardin, G. 1968. The tragedy of the commons. Science 162 1243-1248.
22. Hopp, W., M. Spearman. 2000. Factory Physics: Foundations of Manufacturing Management, 2nd ed. McGraw-Hill, Burr Ridge, IL.
23. Krishnan, V., S. D. Eppinger, D. E. Whitney. 1997. A model-based framework to overlap product development activities. Management Sci. 43(4) 437-351.
24. Latane, B., K. D. Williams, S. Harkins. 1979. Many hands make light the work: The causes and consequences of social loafing. J. Personality Soc. Psych. 37 822-832.
25. Loch, C. H., C. Terwiesch. 1999. Accelerating the process of engineering change orders: Capactiy and congestion effects. J. Product Innovation Management 16(2) 145-169.
26. McGrath, J. E. 1984. Groups: Interaction and Performance. Prentice-Hall, Englewood Cliffs, NJ.
27. Olson, M. 1965. The Logic of Collective Action: Public Goods and the Theory of Groups. Harvard University Press, Cambridge, MA.
28. Owen, S. H., W. C. Jordan. 2003. An extended framework for studying white-collar work. Working paper, GM Research Laboratories, Warren, MI.
29. Schultz, K. L., D. C. Juran, J. W. Boudreau, J. O. McClain, L. J. Thomas. 1998. Modeling and worker motivation in just in time production systems. Management Sci. 44(12) 595-607.
30. Stidham, S., Jr., R. R. Weber. 1989. Monotonic and insensitive optimal policies for control of queues with undiscounted costs. Oper. Res. 87(4) 611-625.