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作者：Green, Linda V.; Kolesar, Peter J.; Whitt, Ward
作者单位：Columbia University
摘要：We review queueing-theory methods for setting staffing requirements in service systems where customer demand varies in a predictable pattern over the day. Analyzing these systems is not straightforward, because standard queueing theory focuses on the long-run steady-state behavior of stationary models. We show how to adapt stationary queueing models for use in nonstationary environments so that time-dependent performance is captured and staffing requirements can be set. Relatively little modif...
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作者：Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E.
作者单位：State University System of Florida; Florida State University; University of South Carolina System; University of South Carolina Columbia
摘要：We present an empirical assessment of the productivity of individuals and institutions in terms of service operations management (SOM) research. We reviewed five mainstream operations management journals over a 17-year time period to generate a sample of 463 articles related to service operations. The results indicate that SOM research has been growing and key contributions are being made by an array of researchers and institutions.
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作者：Subramanian, Ravi; Gupta, Sudheer; Talbot, Brian
作者单位：University System of Georgia; Georgia Institute of Technology; Simon Fraser University; University of Michigan System; University of Michigan
摘要：We characterize the trade-offs among firms' compliance strategies in a market-based program where a regulator interested in controlling emissions from a given set of sources auctions off a fixed number of emissions permits. We model a three-stage game in which firms invest in emissions abatement, participate in a share auction for permits, and produce output. We develop a methodology for a profit-maximizing firm to derive its marginal value function for permits and translate this value functio...
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作者：Ngai, E. W. T.; Cheng, T. C. E.; Lai, Kee-hung; Chai, P. Y. F.; Choi, Y. S.; Sin, R. K. Y.
作者单位：Hong Kong Polytechnic University; Hong Kong Polytechnic University
摘要：This paper presents a case study of the research and development of an RFID-based traceability system in an aircraft engineering company in Hong Kong. We report the system design and implementation, and discuss our experiences and lessons learned. The aim of the RFID system is to effectively support the tracking and tracing of aeroplane repairable items in the company. The study reveals eight critical success factors for the successful implementation of RFID systems, namely, create strong inte...
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作者：Apte, Aruna; Apte, Uday M.; Venugopal, Nandagopal
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; Verizon Communications
摘要：Although customer convenience should be rightfully considered a central element in field services, the customer experience suggests that service enterprises rarely take the customer's preferred time into account in making operational and scheduling decisions. In this paper we present the results of our exploratory research into two interrelated topics: the explicit inclusion of customer time in nonemergency field service delivery decisions and the analysis of trade-off between the customer's c...
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作者：Rothkopf, Michael H.; Whinston, Andrew B.
作者单位：Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park; University of Texas System; University of Texas Austin
摘要：Electronic auctions have revolutionized procurement in the last decade. In many situations, they have replaced negotiations for supplier selection and price setting. while they have often greatly reduced transaction costs and increased competition, they have also encountered problems and resistance from suppliers resenting their intrusion on cooperative supplier/buyer relationships. In response to these issues, procurement auctions have evolved in radical new directions. Buyers use business ru...
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作者：Karaer, Oezgen; Lee, Hau L.
作者单位：Stanford University; Stanford University
摘要：We analyze the inventory decisions of a manufacturer who has ample production capacity and also uses returned products to satisfy customer demand. All returned items go through an evaluation process, at the end of which the decision of disposal, direct reselling, or rework is made for each unit according to a predetermined procedure. We quantify the value of information/visibility on the reverse channel for the manufacturer by making comparisons among three approaches: No information-naive; no...
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作者：Bensoussan, Alain; Cakanyildirim, Metin; Sethi, Suresh P.
作者单位：University of Texas System; University of Texas Dallas; University of Texas System; University of Texas Dallas; University of Texas System; University of Texas Dallas; University of Texas System; University of Texas Dallas
摘要：Information delays exist when the most recent inventory information available to the Inventory Manager (IM) is dated. Such situations arise when it takes a while to process the demand data, count the inventory, and pass the results to the IM. We show that the optimal total inventory-related cost decreases when the length of the information delay decreases. The amount of the decrease is an important datum for an IM interested in considering whether or not to invest in reducing the delay. The in...
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作者：Delen, Dursun; Hardgrave, Bill C.; Sharda, Ramesh
作者单位：Oklahoma State University System; Oklahoma State University - Tulsa; University of Arkansas System; University of Arkansas Fayetteville; Oklahoma State University System; Oklahoma State University - Stillwater
摘要：Mostly fueled by mandates, adoption, and implementation of the RFID, technology in the retail industry is growing rapidly. At these early stages of adoption, one puzzling issue for retailers and suppliers is the compelling business case for RFID. In order to explore the potential business case for RFID, we conducted a case study using actual RFID data collected by a major retailer for the cases shipped by one of its major suppliers. We show the physical layout of the RFID readers on a partial ...
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作者：Sisselman, Michael E.; Whitt, Ward
作者单位：Columbia University
摘要：Telephone call centers and their generalizations-customer contact centers-usually handle several types of customer service requests (calls). Since customer service representatives (agents) have different call-handling abilities and are typically cross-trained in multiple skills, contact centers exploit skill-based routing (SBR) to assign calls to appropriate agents, aiming to respond properly as well as promptly. Established agent-staffing and SBR algorithms ensure that agents have the require...
