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) in order to minimize cost or maximize profit, subject...

Several Emergency Medical Service (EMS) agencies across the US have demonstrated that the time spent by EDs on ambulance diversion can be reduced by implementing community-wide policies that restrict the duration and frequency of diversion episodes. However, the mechanisms through which these...

The Hospital Readmissions Reduction Program (HRRP), a part of the US Patient Protection and Affordable Care Act, requires the Centers for Medicare and Medicaid Services (CMS) to penalize hospitals with excess readmissions. We take an economic and operational (patient flow) perspective to analyze...

Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus capacity costs) over a...

Traditional queuing theory assumes types are known or perfectly observed, and each type is typically put in its type-specific queue which is prioritized using some version of the celebrated c-mu rule; we call this type-based queueing. We study feature-based priority queuing where types are not...

Motivated by the trend towards more collaboration in team work, we study networks where some tasks require the simultaneous processing by multiple types of multitasking human or indivisible resources. The capacity of such networks is generally smaller than the bottleneck capacity. In Gurvich and...