In this paper, we propose a hierarchical framework for organizing and staffing a product development process at a leading software company that produces tax software. Every year, starting in August, the firm struggles with a high workload imposed by thousands of changes in tax rules announced by...

Diverting large quantities of goods from authorized distribution channels to unauthorized or “gray market” channels, albeit legal, significantly affects both firms and consumers due to effects on price, revenue, service and warranty availability, and product availability. In this paper we...