| Session Information |
: Sunday Nov 04, 10:00 - 11:30 |
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| Title: |
Joint Session HAS/Service: Quality and Statistical Decision-making in Healthcare Applications (I) |
| Chair: |
Jing Li, Arizona State University, Tempe AZ, United States, jinglz@umich.edu
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| Co-Chair: |
Julie Simmons Ivy, jsimmons@bus.umich.edu
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| Abstract Details |
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| Title: |
Policies for Prevention and Cure of Cervical Cancer Caused by Human Papilloma Viruses |
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Presenting Author: |
Natarajan Gautam, Associate Professor, Texas A&M University, 235A Zachry, Mailstop 3131, College Station TX 77843, United States, gautam@tamu.edu
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Co-Author: |
Piyush Goel, Texas A&M University, 240 Zachry, Mailstop 3131, College Station TX 77843, United States, pg@tamu.edu
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Hoda Parvin, Texas A&M University, 240 Zachry, Mailstop 3131, College Station TX 77843, United States, hoda@tamu.edu
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| Abstract: |
We consider health care policy issues for prevention and cure of cervical cancer caused by Human Papilloma Virus (HPV) for which individuals can be tested and also given vaccinations. Policymakers are faced with the decision of how many cancer treatments to subsidize, how many vaccinations to be given and how many tests to be performed in each period of a given time horizon. We formulate and heuristically solve a Markov decision process to aid the decision-making. |
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| Title: |
Theoretical Errors for Individual Measurements, Motivated by Models of Flu Activity |
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Presenting Author: |
Justin Chimka, University of Arkansas, 4207 Bell Engineering, Fayetteville AR, United States, jchimka@uark.edu
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Co-Author: |
Jia Zhou, University of Arkansas, 4207 Bell Engineering, Fayetteville AR, United States, jxz08@uark.edu
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| Abstract: |
Consider situations in which the sample used for process monitoring consists of an individual unit. Our motivation comes from regression model-based control charts for influenza activity, where individual units are absolute values of residuals assumed to have come from gamma distributions. We have developed probability statements for computing true errors associated with statistical process control of continuously distributed individual measurements. |
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| Title: |
Algorithm Combination for Improved Performance in Biosurveillance |
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Presenting Author: |
Inbal Yahav, University of Maryland, Robert H Smith School of Business, College Park MD, United States, iyahav@rhsmith.umd.edu
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Co-Author: |
Galit Shmueli, University of Maryland, Robert H Smith School of Business, College Park MD, United States, gshmueli@rhsmith.umd.edu
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| Abstract: |
Statistical research on disease outbreak detection using syndromic data has focused on modeling background behavior and anomaly detection. Such data contain known patterns and thus algorithms often comprise of initial preprocessing before monitoring the resulting residuals using SPC. Most studies combine one preprocessing technique and one control chart. Our approach combines algorithms via LP: We propose a method for combining preprocessing algorithms and one for combining control charts. |
| Session Information |
: Sunday Nov 04, 10:00 - 11:30 |
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| Title: |
Panel Discussion: Technology Management in the Service Sector |
| Chair: |
Ruoyi Zhou, Management of Very Complex Service Systems, IBM, 650 Harry Road, San Jose CA 95120, United States of America, ruoyi@us.ibm.com
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| Abstract Details |
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| Title: |
Panel “Technology Management in the Service Sector” –Results of the PICMET 07 Symposium |
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Presenting Author: |
Antonie Jetter, Assistant Professor, Portland State University, PO Box 751, Eng. & Tech. Management, Portland OR 97207, United States of America, jettera@cecs.pdx.edu
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Co-Author: |
Tugrul Daim, Associate Professor, Portland State University, PO Box 751, Engineering and Technology Management, Portland OR 97207, United States of America, tugrul@etm.pdx.edu
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| Abstract: |
During the 2007 PICMET conference on Technology Management, NSF sponsored a one day symposium on “Technology Management in the Service Sector”. Practitioners from service industries and researchers in technology management discussed critical research needs in the management of complex, technology-based service systems and jointly outlined future research directions. The key result of the symposium and its final report to NSF will be presented in the talk. |
| Session Information |
: Sunday Nov 04, 13:30 - 15:00 |
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| Title: |
Service Science: Research and Practice |
| Chair: |
Fugee Tsung, Dept. of Industrial Eng & Logistics Mgt, HK Univ. of Science & Technology, Clear Water Bay, Kowloon HK, Hong Kong - ROC, season@ust.hk
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| Abstract Details |
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| Title: |
Introduction to Service Science: A Research Perspective |
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Presenting Author: |
Robin Qiu, Associate Professor, Penn State University, 30 E. Swedesford Road, Malvern PA 19355, United States, gxq102@gv.psu.edu
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| Abstract: |
Service can not be held, and is typically intangible, perishable, difficult to port, hard to measure, and co-production with customers. This talk introduces a new thinking of design and deployment of competent and competitive service systems by taking account of service's unique characteristics. It aims to help promote and advance Service Science that will empower enterprise service systems and make them highly adaptable and sustainable to the service environment to meet the future challenge. |
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| Title: |
Service Six Sigma |
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Presenting Author: |
Fugee Tsung, Dept. of Industrial Eng & Logistics Mgt, HK Univ. of Science & Technology, Clear Water Bay, Kowloon HK, Hong Kong - ROC, season@ust.hk
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| Abstract: |
Since 1997, Citibank has begun its Six Sigma initiative for defect reduction and cycle time reduction. After that, AIG, American Express, Bank of America, JPMorgan, Chase, Merrill Lynch and Vanguard are all in various stages of Six Sigma deployment. People now realize that Six Sigma is every bit as applicable to service processes as it is to manufacturing. This talk will give an introduction to Service Six Sigma and demonstrate some real cases from the service industry in Hong Kong and China. |
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| Title: |
Preventing Piracy: The Role of Service Enhancements versus Digital Rights Management. |
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Presenting Author: |
Rajiv Sinha, Center for Services Leadership, Arizona State University, Box 874106, Tempe AZ, United States, rajiv.sinha@asu.edu
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Co-Author: |
Fernando Machado, Catholic University of Portugal, Palma de Cima, Lisbon 1649-023, Portugal, fmachado@fcee.ucp.pt
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Raghu Santanam, Arizona State University, Box 874106, Arizona State University, Tempe 85287, United States, Raghu.Santanam@asu.edu
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Collin Sellman, Arizona State University, Box 874106, Arizona State University, Tempe 85287, United States, collin.sellman@asu.edu
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| Abstract: |
Piracy is considered to be a serious problem for digital content providers. Based on 3 econometric studies conducted over 4 years, we demonstrate that service enhancements by content providers (such as content management and content delivery) are significantly more effective than Digital Rights Management (DRM) in reducing music piracy and increasing consumers?Willingness to Pay for legal downloads. |
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| Title: |
Service Outsourcing: Information Asymmetry and Service Quality |
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Presenting Author: |
Justin Ren, Boston University School of Management, 595 Commonwealth Ave, Boston MA, United States, ren@bu.edu
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Co-Author: |
Fuqiang Zhang, Assistant Professor, University of California, Irvine CA, United States, fzhang@uci.edu
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| Abstract: |
In this paper we study service outsourcing under information asymmetry. Particularly, there is a user company and a service provider that does outsourcing work for the user company. However, the service provider's cost structure is not perfectly observed by the user. Our results suggest that outsourcing companies can use relatively simple and yet robust contracts to assure a high level of capacity and service quality even when they do not have perfect information of the service provider. |
| Session Information |
: Sunday Nov 04, 16:30 - 18:00 |
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| Title: |
Joint Session QSR/HAS/Service: Quality and Statistical Decision-making in Healthcare Applications (II) |
| Chair: |
Jing Li, Arizona State University, Tempe AZ, United States, jinglz@umich.edu
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| Co-Chair: |
Julie Simmons Ivy, jsimmons@bus.umich.edu
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| Abstract Details |
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| Title: |
Including Culture in Resource Allocation Models of HIV/AIDS Prevention Methods |
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Presenting Author: |
Rupa Valdez, University of Wisconsin-Madison, 1513 University Avenue, Madison WI 53706, United States, rsvaldez@wisc.edu
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| Abstract: |
Models of resource allocation of HIV/AIDS prevention methods have not explicitly included cultural factors. Evidence of the impact of culture on these decisions may be found in the literature. A pilot study conducted at the University of Wisconsin-Madison offers guidance as to dimensions of culture that should be included. |
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| Title: |
Coordinating Anesthesia Appointments and Scheduling Milestones Using Enterprise-Wide Scheduling |
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Presenting Author: |
Franklin Dexter, Professor, University of Iowa, Dept. of Anesthesia, 6JCP, Iowa City IA 52242, United States, franklin-dexter@uiowa.edu
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| Abstract: |
We implemented scheduling of anesthetics outside of operating rooms by clerks and nurses from other departments using the hospital抯 enterprise-wide scheduling system. Experimental studies investigated how tabular and graphical displays affected the scheduling of milestones (e.g., NPO times) and appointments before anesthetics. Results apply to other problems of patients arriving just in time (e.g., for non-OR anesthesia, surgery, or regional block placement at facilities with limited space). |
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| Title: |
Analysis of the Consistency of a MIP-based Multigroup Constrained Discriminant Model |
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Presenting Author: |
Paul Brooks, VCU, Dept. of Stat. Sci. and O.R., PO Box 843083, Richmond VA 23284, United States of America, JPBrooks@vcu.edu
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Co-Author: |
Eva K. Lee, Associate Professor & Director, Georgia Institute of Technology, Center for OR in Medicine & HealthCare, Industrial & Systems Engineering, Atlanta GA 30332-0205, United States, evakylee@isye.gatech.edu
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| Abstract: |
A Bayes optimal classifier minimizes the probability of misclassification. Even if a Bayes optimal classifier can be obtained, the inter-group misclassification rates may be higher than desirable. Constrained discrimination models are classification models that allow for the non-classification of observations until more information is collected. We analyze the consistency of a mixed-integer programming formulation of a constrained discrimination model. |
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| Title: |
Designing a Decision-making System for Medical Disaster Mutual Aid |
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Presenting Author: |
Jeffrey W. Herrmann, Associate Professor, University of Maryland, Dept. of Mechanical Engineering, College Park MD, United States of America, jwh2@umd.edu
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| Abstract: |
A medical disaster requires effective decision-making to coordinate the response. For designing a decision-making system for this type of exceptional event, we present a systematic, scenario-based methodology that is based on the operational procedure methodology, which has been used to develop avionics systems. We apply this approach to the case of medical disaster mutual aid, in which multiple hospitals must coordinate activities to respond to a mass casualty incident. |
| Session Information |
: Sunday Nov 04, 16:30 - 18:00 |
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| Title: |
Service Planning, Modeling and Assessment |
| Chair: |
Kwang-Jae Kim, Professor, Pohang Univ. of Science and Technology, Industrial and Management Engineering, Pohang 790-784, Korea, Republic of, kjk@postech.ac.kr
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| Abstract Details |
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| Title: |
An Extended QFD Planning Model for Goal Attainment Considering Longitudinal Effect |
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Presenting Author: |
Dae-Kee Min, Pohang Univ of Science and Technology, Industrial and Management Engineering, Pohang Ky, Korea, Republic of, pupamin@postech.ac.kr
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Co-Author: |
Kwang-Jae Kim, Professor, Pohang Univ. of Science and Technology, Industrial and Management Engineering, Pohang 790-784, Korea, Republic of, kjk@postech.ac.kr
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| Abstract: |
This paper proposes an extended QFD planning model for goal attainment that considers longitudinal effect. In the longitudinal effect case, the level of goal is determined by a series of effects over a certain period of time rather than by the effect at a specific point of time. In the proposed model, the longitudinal effect is incorporated by introducing a time dimension into the existing house of quality structure. The proposed model is illustrated using a case in high-speed internet service. |
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| Title: |
Computation of Prices in Competitive, Dynamic Service Networks |
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Presenting Author: |
Terry Friesz, Harold and Inge Marcus Chaired Professor, Penn State University, 310 Leonhard Building, University Park PA 16802, United States of America, tlf13@psu.edu
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Co-Author: |
Changhyun Kwon, Ph.D Candidate, The Pennsylvania State University, 310 Leonhard Building, University Park PA 16802, United States, chkwon@psu.edu
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Matthew Rigdon, Ph.D Candidate, Penn State University, 310 Leonhard Building, University Park PA 16802, United States, mar409@psu.edu
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| Abstract: |
In this presentation we review a family of dynamic, game-theoretic models for pricing, resource allocation and demand management related to the provision of competitive services offered over networks. An algorithm based on gap functions is proposed and numerically tested. |
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| Title: |
A Baldrige Model Based Assessment Strategy for Management Systems of Telecommunication Industries |
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Presenting Author: |
Wan-Seon Shin, SungKyunKwan University, Dept. of Systems Management Engineering, Suwon-city, Korea, Republic of, wsshin@yurim.skku.ac.kr
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Co-Author: |
Taeho Kim, Vice President, KT, 206 Jungja-dong, Bundang-gu, Seongnam-city, Korea, Republic of, taehokim@kt.co.kr
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| Abstract: |
This paper proposes a management system assessment strategy for telecommunication industries using the Baldrige criteria. It first introduces how the criteria have been used as an organization wide assessment tool in KT, Korea. A number of key issues such as the assessment schema, checklists, web based self-assessment aids, and reporting templates are explained with illustrations. A step-wise assessment procedure is then proposed. |
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| Title: |
A Model of Rapid New Service Development Process: Rapid-NSD |
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Presenting Author: |
Kwang-Jae Kim, Professor, Pohang Univ. of Science and Technology, Industrial and Management Engineering, Pohang 790-784, Korea, Republic of, kjk@postech.ac.kr
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Co-Author: |
Kwangsoo Kim, POSTECH, IME, Pohang Ky, Korea, Republic of, kskim@postech.ac.kr
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Byung-In Kim, POSTECH, IME, Pohang Ky, Korea, Republic of, bkim@postech.ac.kr
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Deok-Hwan Kim, POSTECH, IME, Pohang Ky, Korea, Republic of, thekan@postech.ac.kr
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| Abstract: |
The new service development (NSD) process defines the what and the how of a new service. This paper proposes a systematic model for NSD process. The proposed model consists of three phases, namely, service concept development, service process design, and service performance verification. A special focus is placed on improving the rapidity of the NSD process. |
| Session Information |
: Monday Nov 05, 08:00 - 09:30 |
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| Title: |
Joint Session QSR/HAS/Sevice: Quality and Statistical Decision-making in Healthcare Applications (III) |
| Chair: |
Jing Li, Arizona State University, Tempe AZ, United States, jinglz@umich.edu
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| Co-Chair: |
Julie Simmons Ivy, jsimmons@bus.umich.edu
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| Abstract Details |
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| Title: |
Improving Mass Vaccination Clinic Operations |
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Presenting Author: |
Jeffrey W. Herrmann, Associate Professor, University of Maryland, Dept. of Mechanical Engineering, College Park MD, United States of America, jwh2@umd.edu
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| Abstract: |
This research has created mathematical and simulation models of mass dispensing and vaccination clinics and implemented these in decision support tools to help emergency preparedness planners design clinics that have enough capacity to serve residents quickly while avoiding unnecessary congestion. This has led to new queueing system approximations for estimating the performance of workstations with batch arrivals, workstations with batch processes, and self-service workstations. |
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| Title: |
Interpreting Laboratory Test Results as a Dynamic Model |
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Presenting Author: |
Jose Zayas-Castro, Professor & Chair, University of South Florida, 4202 E Fowler Avenue, Industrial Engineering Department, Tampa FL 33620, United States of America, josezaya@eng.usf.edu
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Co-Author: |
Alcides Santander-Mercado, USF, 3620 Jefferson Commons Dr., Apt. 302, Tampa 33613, United States, asantand@eng.usf.edu
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| Abstract: |
It is estimated that diagnostic laboratory and imaging procedures is a major source of healthcare costs in US. This research is to develop a dynamic model to detect relationships between laboratory test components over time. The goal is assist doctors in deciding what type of treatment to prescribe. |
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| Title: |
Simulation for Syndromic Surveillance |
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Presenting Author: |
Thomas Lotze, University of Maryland, Applied Math and Scientific Computation, College Park MD 20742, United States, lotze@math.umd.edu
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Co-Author: |
Galit Shmueli, University of Maryland, Robert H Smith School of Business, College Park MD, United States, gshmueli@rhsmith.umd.edu
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| Abstract: |
We describe a method for simulating daily counts from multivariate syndromic timeseries with a specified statistical structure, including autocorrelation, covariance, day-of-week, and seasonality. The method can also mimic an existing syndromic dataset, thereby creating new datasets with the same statistical properties but no privacy concerns. Methods for outbreak simulation are also considered. |
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| Session Information |
: Monday Nov 05, 08:00 - 09:30 |
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| Title: |
The Pricing and Planning of Knowledge Based Services |
| Chair: |
Emmanuel Fragniere, Professor, Haute Ecole de Gestion of Geneva, 7 route de Drize, Carouge Ge 1227, Switzerland, emmanuel.fragniere@hesge.ch
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| Abstract Details |
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| Title: |
Production System Dynamics Under the Control of Human Planners |
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Presenting Author: |
Christoph Heitz, Professor, Zurich University of Applied Sciences, P.O. Box 805, Winterthur 8401, Switzerland, htz@zhwin.ch
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Co-Author: |
Tobias Roithner, Zurich University of Applied Sciences, P.O. Box 805, Winterthur 8401, Switzerland, rot@zhwin.ch
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| Abstract: |
We study the dynamics of a factory controlled by human production planners. We combine human behavior with basic factory dynamics in a simulation model. We find that human expert knowledge improves the performance for normal operating conditions, but may lead to instability and loss of control in overload situations. |
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| Title: |
Collaboration and Joint Production in Services |
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Presenting Author: |
Uday Karmarkar, Professor, Anderson School of Management at UCLA, 110 Westwood Plaza, PO Box 951481, Los Angeles CA 90095-1481, United States, uday.karmarkar@anderson.ucla.edu
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Co-Author: |
Scott Carr, UCLA Anderson School of Management, 110 Westwood Plaza, PO Box 951481, Los Angeles CA, United States, scott.carr@anderson.ucla.edu
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Guillaume Roels, UCLA Anderson School of Management, 110 Westwood Plaza, PO Box 951481, Los Angeles CA, United States, guillaume.roels@anderson.ucla.edu
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| Abstract: |
Many services involve joint production or collaboration between the supplier and the customer, where the customer supplies inputs or effort to varying degrees. The management of joint production can pose problems because the objectives of customers and providers are quite different. We develop a framework for modeling and analyzing markets and contracts for joint production processes, and investigate the relationships to the principal-agent literature. |
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| Title: |
The Concept of Shadow Price to Monetarize the Intangible Value of Expertise |
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Presenting Author: |
Emmanuel Fragniere, Professor, Haute Ecole de Gestion of Geneva, 7 route de Drize, Carouge Ge 1227, Switzerland, emmanuel.fragniere@hesge.ch
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Co-Author: |
Joelle Debely, HEG, 7 route de Drize, Carouge Ge 1227, Switzerland, joelle.debely@net2000.ch
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Magali Dubosson, Director, Haute Ecole de Gestion, 7 route de Drize, Carouge Ge, Switzerland, magali.dubosson@hesge.ch
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Francesco Moresino, Professor, Haute Ecole de Gestion, Route de Drize 2, Carouge 1227, Switzerland, francesco.moresino@hesge.ch
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| Abstract: |
The pricing of knowledge based services should be based on the 3 following components: the cost structure, the competition and the perceived value by the client. Practically, it is mainly based on the cost structure which does not account the real value provided to the client. Based on an integrated optimization model combining an aggregate planning model with a share of choice model, we produce implicit values of expertise. Preliminary results will be presented about a travel agency. |
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| Title: |
Innovation Mechanisms in Knowledge Based Services |
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Presenting Author: |
Herv?Mathe, Professor, ESSEC, BP 50105, Cergy Pontoise Cedex 95021, France, hpmathe@yahoo.com
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| Abstract: |
This paper introduces a typology of innovation mechanisms in knowledge based service firms. Based on the results of an empirical investigation, each identified generic situation may be characterized by the following components: - a specific set of processes aimed at generating and appraising new service concepts, - an organizational posture defining how players interact and coordinate their efforts, and - a code of relationships within the business ecosystem involved in the innovative process. |
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| Session Information |
: Monday Nov 05, 10:00 - 11:30 |
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| Title: |
Joint Session QSR/HAS/Service Science: Quality and Statistical Decision-making in Healthcare Applications (IV) |
| Chair: |
Jing Li, Arizona State University, Tempe AZ, United States, jinglz@umich.edu
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| Co-Chair: |
Julie Simmons Ivy, jsimmons@bus.umich.edu
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| Abstract Details |
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| Title: |
Associated Infections: A System Level Risk Model for the ICUs |
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Presenting Author: |
Shreyas S. Limaye, PhD Student, University of Washington, 5505, 15th Ave NE, Apt # 306, Seattle WA 98105, United States of America, shreyas@u.washington.edu
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Co-Author: |
Christina Mastrangelo, Associate Professor, Industrial Engineering, University of Washington, University of Washington, Box 352650, Seattle WA 98195, United States of America, mastr@u.washington.edu
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| Abstract: |
This research takes a systemic view at the operational level of ICUs in order to reduce the transmission of Hospital-associated infections. This talk focuses on the development of a risk-of-transmission model and how the model integrates with a simulation model of the physical and functional areas. |
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| Title: |
Mathematical Programming Methods for the Optimization of the Emergency Health-care Service in Milan |
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Presenting Author: |
Giovanni Righini, University of Milan, Via Bramante 65, Crema CR, Italy, righini@dti.unimi.it
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Co-Author: |
Alberto Ceselli, University of Milan, Via Bramante 65, Crema CR, Italy, ceselli@dti.unimi.it
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Roberto Cordone, University of Milan, Via Bramante 65, Crema CR, Italy, cordone@dti.unimi.it
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Andrea Pinciroli, University of Milan, Via Bramante 65, Crema CR, Italy, pinciroli@dti.unimi.it
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Marco Trubian, University of Milan, Via Comelico, Milano MI, Italy, trubian@dsi.unimi.it
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| Abstract: |
In this talk we will present a case study we have done for the emergency health care service in the city of Milan. The main subproblem concerns real-time relocation of available ambulances. Related subproblems concern the choice of the parking areas for the ambulances, the trade-off between the level of service provided to non-urgent calls and the probability of not responding to urgent calls in time, service cost minimization and night duties scheduling of heart surgery wards. |
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| Title: |
Mammography Breast Cancer Risk Prediction Model Based on Logistic Regression |
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Presenting Author: |
Jagpreet Chhatwal, University of Wisconsin-Madison, 4126 Mechanical Engineering, 1513 University Avenue, Madison WI 53706, United States, jchhatwal@wisc.edu
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Co-Author: |
Oguzhan Alagoz, Assistant Professor of Industrial and Systems Engineering, University of Wisconsin-Madison, 3162 Engineering Centers Building, 1550 Engineering Drive, Madison WI 53706, United States, alagoz@engr.wisc.edu
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Elizabeth Burnside, Assistant Professor, University of Wisconsin-Madison, E3/311-3252, 600 Highland Ave., Madison WI 53792, United States, EBurnside@uwhealth.org
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Charles Kahn, Professor, Medical College of Wisconsin, Department of Radiology, 9200 W. Wisconsin Ave., Milwaukee WI 53226, United States, ckahn@mcw.edu
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| Abstract: |
While interpreting mammograms, radiologists need to assimilate huge amount of information to make judgment about the risk of breast cancer. Variations in interpretations exist among radiologists and practices. Our model, based on mammography descriptors and demographic factors, predicts the probability of cancer and performs significantly better than radiologists in discriminating malignant from benign lesions. It also identifies the important risk predictors of breast cancer. |
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| Title: |
Error Minimization in Healthcare Settings Through the Dynamic Analysis of Near-misses |
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Presenting Author: |
Jose Zayas-Castro, Professor & Chair, University of South Florida, 4202 E Fowler Avenue, Industrial Engineering Department, Tampa FL 33620, United States of America, josezaya@eng.usf.edu
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Co-Author: |
Laila Cure, USF, 4202 E Fowler Avenue, Industrial Engineering Department, Tampa FL 33612, United States, lncure@mail.usf.edu
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Peter Fabri, University of South Florida, 12901 Bruce B. Downs Blvd, MDC 41, Tampa FL 33612, United States, pfabri@health.usf.edu
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| Abstract: |
There are about 98,000 annual U.S. deaths due to medical errors. The potential to reduce this error exists by conducting systematic analysis of near-misses. A dynamic methodology is proposed to report, classify and analyze near-misses to then assess the likelihood of the occurrence of errors and trigger a timely alarm. |
| Session Information |
: Monday Nov 05, 10:00 - 11:30 |
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| Title: |
Services Workforce Management I |
| Chair: |
Dagan Gilat, Senior Manager, Business Transformation and Optimization, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, dagang@il.ibm.com
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| Abstract Details |
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| Title: |
Shift Scheduling for Third Level IT Support: Challenges, Models and Case Study |
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Presenting Author: |
Dagan Gilat, Senior Manager, Business Transformation and Optimization, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, dagang@il.ibm.com
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Co-Author: |
Zohar Feldman, Research Staff Member, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, zoharf@il.ibm.com
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Vladimir Lipets, Research Staff Member, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, lipets@il.ibm.com
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Avishai Mandelbaum, Professor, Techion, Technion - Israel Institute of Technolog, Haifa NA, Israel, avim@ie.technion.ac.il
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Shai Taub, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, taub@il.ibm.com
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Segev Wasserkrug, Research Staff Member, IBM, IBM Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, SEGEVW@il.ibm.com
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Sergey Zeltyn, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA, Israel, sergeyz@il.ibm.com
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| Abstract: |
Outsourcing IT support of an enterprise requires that third level IT support is provided as a service by an outsourcer. Despite the large body of existing work regarding demand forecasting and shift schedule creation in various domains, very little work exists for third level IT support. We present an end杢o-end methodology for forecasting and scheduling this type of work, and demonstrate it in the context of a specific case study, in which significant potential savings were demonstrated. |
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| Title: |
Workforce Capacity Planning for Systems with Discontinuous Workflows and Highly Variable Job Sizes |
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Presenting Author: |
Ana Radovanovic, IBM, Route 134, 1101 Kitchawan Road, Yorktown Heights NY 10598, United States of America, aradovan@us.ibm.com
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| Abstract: |
Motivated by emerging applications in workforce management, we consider a capacity planning problem where 搖sual?loss network or call center approach might not be appropriate for modeling and analysis. We propose an analytic approach to address two novel features: only specific tasks in job processing are executed by an observed workforce team member, and task durations are subexponentially distributed. Our theoretically obtained capacities match surprisingly well real system simulations. |
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| Title: |
Workforce Planning and Scheduling in Large Call Centers: Towards a Unified Approach |
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Presenting Author: |
Itai Gurvich, Doctoral Student, Columbia Business School, Uris Hall, 3022 Broadway, New York NY 10027, United States, ig2126@columbia.edu
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Co-Author: |
Tolga Tezcan, University of Illinois, Department of Industrial and Systems Engineering, 117 Transportation Building, 104 South Mathews Avenue, Urbana IL 61801, ttezcan@uiuc.edu
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| Abstract: |
We study the problem of workforce planning in a large-scale call center with multiple customer classes and multiple agent types. We propose a comprehensive yet simple solution to the short-term staffing and routing problems as well as to the long-term hiring and training problems. Our analysis highlights key tradeoffs between the short-term and long-term decisions and suggests a new perspective on operational flexibility in call centers. |
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| Title: |
Stochastic Scheduling for Workforce Management |
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Presenting Author: |
Noah Gans, OPIM Dept - Wharton - Penn, 3730 Walnut St, Suite 500, Philadelphia PA 19104, United States of America, gans@wharton.upenn.edu
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Co-Author: |
Alan McCord, Genesys Telecommunications Labs, Inc., 2001 Junipero Serra Blvd., Daly City CA 94014, United States of America, amccord@genesyslab.com
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Herbert Ristock, Genesys Telecommunications Labs, Inc, 2001 Junipero Serra Blvd., Daly City CA 94014, United States of America, herbertr@genesyslab.com
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Haipeng Shen, Department of Statistics and Operations Research, University of North Carolina at Chapel H, 304 Smith Building, Chapel Hill NC 27599, United States of America, haipeng@email.unc.edu
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Yong-Pin Zhou, University of Washington Business School, Seattle WA 98195-3200, United States, yongpin@u.washington.edu
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| Abstract: |
Arrivals of customers to call centers and other consumer systems are often doubly stochastic. We investigate workforce management scheduling techniques that account for this form of uncertainty. |
| Session Information |
: Monday Nov 05, 13:30 - 15:00 |
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| Title: |
Services Workforce Management II |
| Chair: |
Dagan Gilat, Senior Manager, Business Transformation and Optimization, IBM, IBM Haifa Research Lab, Haifa University, Mount Carmel, Haifa NA 31905, Israel, dagang@il.ibm.com
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| Abstract Details |
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| Title: |
Applying Constraint Programming to Workforce Management of Highly-skilled Employees |
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Presenting Author: |
Yossi Richter, IBM Research, Haifa University Campus, Haifa, Israel, RICHTER@il.ibm.com
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Co-Author: |
Daniel Connors, IBM Research, IBM Thomas J. Watson Research Center, Yorktown Heights NY, United States, dconnors@us.ibm.com
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Donna Gresh, IBM Research, IBM T.J. Watson Research Center, Yorktown Heights NY, United States, gresh@us.ibm.com
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Yehuda Naveh, IBM Research, Haifa University Campus, Haifa, Israel, naveh@il.ibm.com
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| Abstract: |
Today many companies face the challenge of matching highly-skilled professionals to high-end jobs, while maximizing the number of accomplished jobs. Unlike traditional Workforce Management problems such as shift-scheduling, employees are considered distinguishable and non-interchangeable. We describe a mature tool based on Constraint Programming, and elaborate on its novel infrastructure and unique features. We provide strong experimental results to support its usability. |
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| Title: |
From Work Practices to Complex Service Systems in Strategic Outsourcing |
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Presenting Author: |
John Bailey, Research Staff Member, IBM, 650 Harry Rd., San Jose CA 95120, United States, baileyj@us.ibm.com
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Co-Author: |
Jeanette Blomberg, Research Manager, IBM, 650 Harry Rd., San Jose CA 95120, United States, jblomberg@almaden.ibm.com
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Cheryl Kieliszewski, Research Staff Member, IBM, 650 Harry Rd., San Jose CA 95120, United States, cher@us.ibm.com
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| Abstract: |
Strategic Outsourcing (SO), where one company runs the ICT or business functions for another, requires many stages, people, technologies, and capabilities. We conducted an ethnographic study of the work of technical solution strategy definition in SO deals. Our results are described in terms of a complex service system, leveraging insights from our analysis in collaboration, creativity, and relationships. We discuss the application of these insights to the enablement of SO service systems. |
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| Title: |
Competing for Service |
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Presenting Author: |
Navid Sabbaghi, MIT, 77 Massachusetts Avenue, Room 32D-712, Cambridge MA 02139, United States, sabbaghi@mit.edu
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Co-Author: |
Yossi Sheffi, Professor of Engineering Systems, MIT, 1 Amherst Street, Cambridge MA 02139, United States, sheffi@mit.edu
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John Tsitsiklis, Professor of Electrical Engineering and Computer Science, MIT, 77 Massachusetts Ave. Room 32-D662, Cambridge MA, United States, jnt@mit.edu
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| Abstract: |
We model multiple suppliers competing for a retailer's service capacity (e.g., shelf space) and characterize the equilibria of the associated game. We analyze the effects from using different supply contracts on the service levels and profits for the suppliers, retailer, and channel. |
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