2015 Informs Annual Meeting

SA52

INFORMS Philadelphia – 2015

SA50 50-Room 106A, CC

SA51 51-Room 106B, CC Service Operations Sponsor: Manufacturing & Service Operations Management Sponsored Session Chair: Masha Shunko, Assistant Professor, Purdue University, 403 W State St., West Lafayette, IN, 47907, United States of America, mshunko@purdue.edu 1 - Understanding Customers Retrials in Call Centers: An Empirical Study Gad Allon, Professor, Kellogg School of Management, Northwestern University, 2001 Sheridan Road, Evanston, IL, 60201, United States of America, g- allon@kellogg.northwestern.edu, Kejia Hu, Achal Bassamboo We study the impact of waiting times and service quality on the retrial behavior of customers in a call center. 2 - Humans are not Machines: How Server Behavior Affects Queueing Systems Masha Shunko, Assistant Professor, Purdue University, 403 W StateSt., West Lafayette, IN, 47907, United States of America, mshunko@purdue.edu, Julie Niederhoff, Yaroslav Rosokha Using behavioral experiments, we examine the impact of queueing system design on server productivity. We manipulate queue layout (parallel or single) and load visibility. Our results provide the following insights: 1) behavioral factors may slow down the single-queue system, which makes this design choice less attractive than predicted theoretically, and 2) providing good visibility of the queue length may speed up the servers and thus improve service performance. 3 - Operations in the On-demand Economy: Staffing Services with Self-scheduling Capacity Martin Lariviere, Northwestern University, 2001 Sheridan Rd, Evanston, Il, 60208, United States of America, m-lariviere@kellogg.northwestern.edu, Itai Gurvich, Antonio Moreno-Garcia Under self scheduling, agents choose for themselves whether or not to work in each period. The firm thus controls its service level only indirectly. Relative to when the firm sets the schedule, the firm has lower profits and the customers have a higher chance of not being served. An unconstrained firm recruits a large pool of agents to reduce compensation. If the firm is constrained to offer a minimum wage, it limits the pool of size and agent scheduling flexibility. 4 - E-commerce, the On-demand Economy and Sustainability Ekaterina Astashkina, INSEAD, Boulevard de Constance, Fontainebleau, 77305, France, ekaterina.astashkina@insead.edu, Karan Girotra, Elena Belavina On-demand services are heralding the next era of the e-commerce revolution. This talk examines the sustainability of using these on-demand services in certain high impact categories.

Emerging Issues and Recent Trends in Sourcing Sponsor: Manufacturing & Service Operations Management Sponsored Session Chair: Eda Kemahilioglu-Ziya, NC State, Poole College of Management, Raleigh, United States of America, ekemahl@ncsu.edu Co-Chair: Olga Perdikaki, Texas A&M University, College Station, TX, United States of America, operdikaki@mays.tamu.edu 1 - Cooperation in Assembly Systems: The Role of Knowledge Sharing Networks Fernando Bernstein, Duke University, 100 Fuqua Drive, Durham, NC, United States of America, fernando.bernstein@duke.edu, Ana Meca, Gurhan Kok Process improvement plays a significant role in reducing production costs over the life cycle of a product. We consider the role of process improvement in a decentralized assembly system in which a buyer purchases components from first- tier suppliers. Suppliers make investments in process improvement. The assembler establishes a knowledge sharing network among suppliers. We investigate the benefits and challenges associated with establishing a knowledge sharing network. 2 - Managing Dependent Random Supply Capacities in Dynamic Inventory-pricing Problems Qi Annabelle Feng, Professor, Purdue University, 100 S. Grant St., West Lafayette, IN, United States of America, annabellefeng@purdue.edu, Justin Zheng Jia, J. George Shanthikumar Most work on multi-sourcing assumes independent supplies, though dependence among different sources is commonly observed. This is mainly due to the difficulty in analyzing models with dependent supplies. Extending the notion of stochastic linearity via transform the problem into one defined on a function space, we show that the dynamic inventory-pricing problem with dependent supply capacities is concave. This observation allows us to derive the optimal policy and generate interesting insights. 3 - Allocation of Greenhouse Gas Emissions in Supply Chains Greys Sosic, University of Southern California, Marshall School of Business, Bridge Hall 401, Los Angeles, Ca, 90089, United States of America, sosic@marshall.usc.edu, Daniel Granot, Hailong Cui, Sanjith Gopalakrishnan, Frieda Granot We formulate the greenhouse gas (GHG) emission responsibility problem as a cooperative game, referred to as the GREEN game, and suggest allocations of GHG responsibility among supply chain members. We prove that the GREEN game has a nonempty core and identify some allocations that are extreme core points and are used in practice. We derive an expression for the Shapley value of this game, which has a simple and intuitive interpretation, and provide its three distinct axiomatic characterizations. 4 - Outsourcing under Competition: When to Choose a Competitor as a Supplier?

Olga Perdikaki, Texas A&M University, College Station, TX, United States of America,operdikaki@mays.tamu.edu, Eda Kemahilioglu-Ziya

SA52 52-Room 107A, CC Models of Service Systems Sponsor: Service Science Sponsored Session

Motivated by several examples of sourcing from direct competitors in different industries, we study a stylized supply chain model with a single OEM that could outsource either to an independent supplier or to an integrated firm that carries out manufacturing in-house and competes with the OEM. We model different contractual relationships between the OEM and the firm it sources from and aim to identify whether and how the bargaining power of the OEM affects its supplier choice.

Chair: Ralph Badinelli, Professor, Virginia Tech, Dept. of Busines Information Technology, Virginia Tech 0235, Blacksburg, VA, 24061, United States of America, ralphb@vt.edu 1 - A Big Data Approach to Assessing the Quality of Higher Education Services

Robin Qiu, Professor, Penn State, 1025 Brassington Dr, Collegeville, PA, 19426, United States of America, robinqiu@psu.edu

This talk introduces a real-time, scalable, and model-driven higher education ranking system with the support of big data technologies. Text sentiment analysis is included in the developed ranking service system. The proposed approach has promising potential of wide application across the service industry.

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