Problem Definition: In service operations settings where the difficulty of jobs is unpredictable, workers can encounter critical incidents (CIs)---jobs which are sufficiently disturbing to challenge workers' coping mechanisms. We examine the impact of encountering CIs on subsequent operational...

Little is known about how people-centric factors affect the shape of service time distributions, despite distributional statistics (variance or quantiles) being key drivers of system performance in many service industries. We investigate the impact of one people-centric factor--worker...

In services where teams come together for short collaborations, managers are often advised to strive for high team familiarity so as to improve coordination and, consequently, performance. However, inducing high team familiarity, by keeping team membership intact, can limit workers'...

Early diagnosis of HIV among infants born to HIV infected mothers is critical because roughly 50% of untreated infected infants die before the age of two years. Yet most countries in sub-Saharan Africa experience significant delays in diagnosis due to operational inefficiencies in early infant...

Problem Definition: Healthcare systems in resource-limited settings rely on diagnostic networks in which medical samples (e.g. blood, sputum) and results need to be transported between geographically dispersed healthcare facilities and centralized laboratories. Due to lack of updated...

Situations where simple and affordable testing tools are available but not accurate enough to be operationally relevant are ubiquitous. For COVID-19 detection, rapid point-of-care tests are cheap and provide results in minutes, but largely fail policymakers' accuracy requirements. We propose an...