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...

Collaboration is important in services, but may lead to interruptions. Professionals exercise discretion on when to preempt individual tasks to switch to collaborative tasks. Discretionary task switching can introduce changeover times when resuming the preempted task and thus can increase total...

Brownian approximations are widely studied because of their tractability relative to the original queueing models. Their stationary distributions are used as proxies for those of the original queues that they model and the convergence of suitably scaled and centered processes provides...

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...

Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product offerings accordingly. This paper considers a call center with cross-selling capability that serves...

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...

We study matching queues with abandonment. The simplest of these is the two-sided queue with servers on one side and customers on the other, both arriving dynamically over time and abandoning if not matched by the time their patience elapses. We identify non-asymptotic and universal scaling laws...