Acall center with both contract and noncontract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least important. In this paper, we investigate whether this is rational behavior on the part of the call center and what the...

We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (staffing) and how does one match them with customers (control) to minimize staffing cost, subject to class-level...

We model a modular assembly system in which a final assembler outsources some of the assembly task to first-tier suppliers (subassemblers), who produce modules made up of multiple components. The assembler sets module prices it will pay to the subassemblers, the subassemblers set component...

In this paper, we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract...

Specialization at work has been recognized as a key driver of learning and productivity since the days of Adam Smith. More recently, researchers have noted that exposure to task variety can enhance learning. We examine how exposure to specialization and variety jointly drive employee...

Information-intensive services are being globally disaggregated as corporations respond to the pressures of increasing global competition, and take advantage of the opportunities made available by the progress of information technology and the emerging global work force. In order to globally...

Too often the relationship between clients and external consultants is perceived as one of protagonist versus antagonist. Stories on dramatic, failed consultancies abound, as do related anecdotal quips. A contributing factor to many "apparently" failed consultancies is a poor appreciation by...

We consider a scenario in which a large equipment manufacturer wishes to outsource the work involved in repairing purchased goods while under warranty. Several external service vendors are available for this work. We develop models and analyses to support decisions concerning how responsibility...

We examine the heterogeneous returns to third-party quality signals in the context of the Indian software services industry. Prior theory has argued that quality certification is important in markets characterized by information asymmetry. However, there is limited understanding of the...