We develop a method to estimate the capacity of agents who answer e-mail in a contact center, given aggregate historical data that have been distorted both by constraints on work availability and by internal incentives to slow down when true capacity exceeds demand. We use the capacity estimate...

We consider a firm that provides multiple services using both specialized and flexible capacity. The problem is formulated as a two-stage single-period stochastic program. The firm invests in capacity before the actual demand is known and optimally assigns capacity to customers when demand is...

We describe an approximation procedure to estimate the performance of a queueing system with two types of customers and two server categories. Specialized servers can process only one customer type, while flexible servers handle both types. The procedure divides the system's state space into...

Major airlines are selling increasing numbers of interline itineraries, in which flights operated by two or more airlines are combined and sold together. One reason for this increase is the rapid growth of airline alliances, which promote the purchase of interline itineraries and therefore...