Problem definition: Managers of call centers and healthcare centers face a system where there is a random reward from serving the customer that depends on a non-linear way on the admission rates and the service rates, and a linear cost for service rates. They need to decide the right admission...

Institutional reform needs to recognize the institutional rules from the perspective of the institutional system. Based on the system theory, this paper analyzes two features of the institutional system — the order and the irreversibility. Institutional goal is the steady state of...