The financial services industry differs from other service industries in ways that affect the nature of the operational risks it is subject to. In recent decades, many books and papers have focused on operational risk in financial services. However, the literature has focused mainly on the...

Secondary data sources are invaluable resources for spurring the growth of the second generation of empirical science in operations management (OM), as attested by their rise in published work over the past several years. Researchers utilizing secondary data are, by definition, exploiting data...

The strategic process in operations (SPO) is influenced by the increasing environmental dynamism in the marketplace. Considering organizational knowledge as the support of the whole strategic process, managers may choose their objectives based on previous experiences. Manufacturing strategic...

This chapter summarizes a multi-year research effort to understand the role of process performance in the overall efficiency of banks. By focusing on the process as the unit of analysis, the authors consider how technology, human resources, and most importantly, the interaction between these...

This dissertation investigates the impact of the increasing participation of customers in service delivery processes that has been enabled by the advances in information technology. The concept of Customer Efficiency (CE) is introduced along with a conceptual framework for Customer Efficiency...

Andersen and Petersen (1993) presented an extension of the basic DEA methodology, called modified DEA, which has the desirable feature of ranking not only the inefficient DMUs, but the e ficient ones as well. However, when their basic approach is extended to the cases of variable returns to...

We consider a supply chain where an OEM (manufacturer) sources a component from multiple suppliers. OEM uses the component to make a product that he then sells to end customers. When a component fails in the field, warranty costs are incurred. The focus of the paper is to examine various...

This paper studies the allocation of buffer times in a single machine environment. Buffer times are a common tool to protect the schedule against disruptions such as machine failures. We introduce new classes of robust machine scheduling problems. For an arbitrary scheduling problem 1