Informs 2015

INFORMS Philadelphia – 2015

223

3 - Request for Service Process (RFS) Process Reengineering for

IBM Strategic Outsourcing (SO) Business

Pawan Chowdhary, Software Research, IBM Research,

650 Harry Road, San Jose, CA, 95120, United States of America,

chowdhar@us.ibm.com,

Jeanette Blomberg, Anca Chandra

RFS’s are small work items that were not covered in strategic SO contract and are

highly profitable. For a typical contract there could be hundreds of RFS that needs

to be executed. The traditional processes to manage these RFS’s were very

cumbersome and often got delayed. In this talk, I will present the findings and the

process reengineering work that IBM Research did to improve the performance of

the RFS’s along with increased customer satisfaction.

MC53

53-Room 107B, CC

Opportunities and New Directions for Behavioral OM

Sponsor: Behavioral Operations Management

Sponsored Session

Chair: Stephen Leider, University of Michigan, 701 Tappan Ave R4486,

Ann Arbor, MI, 48104, United States of America,

leider@umich.edu

1 - Supply Chain Risk: Behavioral Research Opportunities

Brian Tomlin, Professor, Tuck School of Business, Dartmouth

College, 100 Tuck Hall; Hanover, NH, United States of America,

Brian.T.Tomlin@tuck.dartmouth.edu

I will give an overview of the theoretical research in supply chain risk and

attempt to identify some interesting questions for behavioral research.

2 - Humans Versus Machines: Impact on Network Capacity

Jan Van Mieghem, Professor, Kellogg School of Management,

2001 Sheridan Road, 5th Floor, Evanston, IL, 60201, United

States of America,

vanmieghem@kellogg.northwestern.edu,

Itai Gurvich, Lu Wang

One of the fundamental questions in operations is to determine the maximal

throughput or productivity of a process. Does it matter whether humans or

machines execute the various steps in the process? If so, how do we incorporate

this difference in our planning and performance evaluation? We propose some

answers by discussing two examples: a theoretical analysis an empirical study.

3 - Sustainability: Challenges and Research Opportunities

Erica Plambeck, Professor, Stanford Graduate School of Business,

655 Knight Way, Stanford, CA, United States of America,

elp@stanford.edu

Environmental sustainability requires profound changes in the production of

goods and services. Behavioral OM researchers can guide and learn from those

changes.

MC54

54-Room 108A, CC

Equilibrium Routing and its Paradoxes

Cluster: Tutorials

Invited Session

Chair: Asu Ozdaglar, Massachusetts Institute of Technology, 32 Vassar

St, Cambridge, MA, United States of America,

asuman@mit.edu

1 - Tutorial: Equilibrium Routing and its Paradoxes

Asu Ozdaglar, Massachusetts Institute of Technology, 32 Vassar St,

Cambridge, MA, United States of America,

asuman@mit.edu

We study equilibrium routing of flows in congested traffic and communication

networks. We investigate efficiency implications of decentralized routing with and

without prices and with different information structures. Despite the tractable

nature of the models, both the equilibrium properties and the potential types of

inefficiencies are rich and can sometimes change in unexpected directions in

response to modifications in network and information structures.

MC55

55-Room 108B, CC

Efficiency in the Higher Education and

Banking Sectors

Cluster: Data Envelopment Analysis

Invited Session

Chair: Jill Johnes, Professor, University of Huddersfield , The Business

School Queensgate, Huddersfield, HD1 3HG United Kingdom

j.johnes@hud.ac.uk

1 - Does Bank Performance and Corruption Matter for Economic

Growth? An International Exploratory Study

Abdel Latef Anouze, Assistant Prof, Qatar University, College of

Business and Economic-DMM, Doha, No, 2713, Qatar,

a.anouz@qu.edu.qa

While previous economic development studies take into account the impact of

financial sector performance on economic growth, the role of corruption as

economic factors remain yet to be assessed. This paper integrates DEA and

Structural Equation Modelling (SEM) to explore these relationships.

Experimental experiences are reported on a sample of banks from different

countries. The analytical results provide illustration on how to integrate DEA and

SEM to examine and predict economic development

2 - Bank Branch Operational Performance: A Robust Multivariate and

Clustering Approach

Kostas Triantis, John Lawrence Professor, Virginia Tech, 7054

Haycock Rd, Room 428, Falls Church, VA, 22043, United States of

America,

triantis@vt.edu

, Joseph Paradi, Haiyan Zhu, Oscar

Herrera-restrepo, William Seaver

We investigate bank branch operational performance by integrating robust

techniques for clustering analysis and data envelopment analysis (DEA). By

applying robust techniques based on principal component analysis, we look for

the detection of branches exhibiting extreme operating behaviors (i.e.,

influential), and the clustering of branches based on operating characteristics. Our

premise is that influential branches affect both the clustering and the

determination of efficiency performance.

3 - Costs and Efficiency in the English Higher Education Sector:

Latent Class Stochastic Frontier Models

Jill Johnes, Professor, University of Huddersfield , The Business

School Queensgate, Huddersfield, HD1 3HG United Kingdom

j.johnes@hud.ac.uk

, Geraint Johnes

Using panel data from 2002/03 to 2010/11 we estimate a cost function for English

higher education institutions (HEIs) using the latent class variant of the stochastic

frontier model. We are able to: identify clusters of institutions based on the data;

evaluate the parameters of the cost function for each cluster; estimate economies

of scope and of scale within each cluster; measure efficiency of each institution

relative to all HEIs and other HEIs in the same cluster.

MC56

56-Room 109A, CC

Location Analytics

Sponsor: Location Analysis