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作者：Bollapragada, Srinivas; Nair, Suresh K.
作者单位：General Electric; University of Connecticut
摘要：Consumer delinquencies are a major problem for banks and other credit card issuers. These firms have collection centers across the country to collect outstanding balances from delinquent accounts. Their main strategy is to first send reminder notices and, if that does not work, to telephone delinquent customers and request payment. The latter often becomes necessary, resulting in high costs of collection. Automated dialers are used to make the calls, and when the call goes through, it is direc...
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作者：Merle, Aurelie; Chandon, Jean-Louis; Roux, Elyette; Alizon, Fabrice
作者单位：Grenoble Ecole Management; Aix-Marseille Universite
摘要：The operations management literature on mass customization mainly focuses on the questions of whether and how manufacturers can efficiently deliver customization. Researchers have analyzed the trade-offs between customization and dimensions of operational performance such as delivery times, quality, and costs. However, we argue that providing efficient customization is not sufficient per se to assess the value of mass customization. From this perspective, this paper focuses on complementary me...
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作者：Mehrotra, Vijay; Ozluk, Ozguer; Saltzman, Robert
作者单位：University of San Francisco; California State University System; San Francisco State University
摘要：For nearly all call centers, agent schedules are typically created several days or weeks before the time that agents report to work. After schedules are created, call center resource managers receive additional information that can affect forecasted workload and resource availability. In particular, there is significant evidence, both among practitioners and in the research literature, suggesting that actual call arrival volumes early in a scheduling period (typically an individual day or week...
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作者：Wang, Ping; Zinn, Walter; Croxton, Keely L.
作者单位：Tianjin University; University System of Ohio; Ohio State University
摘要：Determining appropriate inventory levels has been a subject of interest for both researchers and practitioners. Standard practice is to treat lead time demand as a random sum of random numbers and rely on established probability theory to calculate both reorder point and safety stock levels. A key assumption in these calculations, however, is that lead time and demand are not correlated. In this paper, we first explore situations where this assumption is untrue and then develop equations to de...
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作者：Chen, Chien-Ming; Gong, Yeming; de Koster, Rene B. M.; van Nunen, Jo A. E. E.
作者单位：Erasmus University Rotterdam; Erasmus University Rotterdam - Excl Erasmus MC
摘要：This paper develops a novel framework to evaluate the integral performance of order picking systems with different combinations of storage and order picking policies. The warehousing literature on order picking mostly considers minimizing either elapsed time or distance as the sole objective, whereas warehouse managers in a supply chain have to look beyond single-dimensional performance and consider trade-offs among different criteria. Thus managers still need a unified and efficient framework...
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作者：Barth, Wolfgang; Manitz, Michael; Stolletz, Raik
作者单位：University of Cologne; Technical University of Denmark
摘要：In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the sy...
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作者：Salmeron, Javier; Apte, Aruna
作者单位：United States Department of Defense; United States Navy; Naval Postgraduate School; United States Department of Defense; United States Navy; Naval Postgraduate School
摘要：A key strategic issue in pre-disaster planning for humanitarian logistics is the pre-establishment of adequate capacity and resources that enable efficient relief operations. This paper develops a two-stage stochastic optimization model to guide the allocation of budget to acquire and position relief assets, decisions that typically need to be made well in advance before a disaster strikes. The optimization focuses on minimizing the expected number of casualties, so our model includes first-st...
