Pinker, Edieal J.; Shumsky, Robert A. - In: Manufacturing & Service Operations Management 2 (2000) 1, pp. 32-48
Does cross-training workers allow a firm to achieve economies of scale when there is variability in the content of work, or does it create a workforce that performs many tasks with consistent mediocrity? To address this question we integrate a model of a stochastic service system with models for...