Research Areas
Service operations management; logistics systems; stochastic processes and the control of queueing systems
Current Projects
Effective management of telephone call centers. Analysis of container-inspection protocols at international ports. Effective simulation protocols for evaluating competing system designs.
Representative Publications
(with H. Shen, Y-P. Zhou, N. Korolev, A. McCord, and H. Ristock)
Parametric Stochastic Programming for Call-Center Workforce Scheduling, OPIM Department Working Paper, 2009.
(with N. Bakshi and S. Flynn)
Estimating the Operational Impact of Container Inspections at Foreign Ports, OPIM Department Working Paper, 2009.
(with S. Chick)
Economic Analysis of Simulation Selection Problems, Management Science, 55(3), 2009.
Education
PhD, Columbia University, 1996; MPPM, Yale School of Management, 1987; AB, Harvard College, 1983
Career and Recent Professional Awards; Teaching Awards
National Science Foundation Service Enterprise Engineering (SEE) Award, 2008-2010; National Science Foundation Faculty Early Career Development (CAREER) Award, 1998-2003; First prize, INFORMS George E. Nicholson Student Paper Competition, 1995; Miller-Sherrerd MBA Core Teaching Award, 2000, 2004.
Academic Positions Held
Wharton: 1995-present. Visiting appointments: Visiting Scholar, INSEAD
Other Positions
Associate, Booz Allen & Hamilton, 1987-1990
Professional Leadership 2005-2009
Associate Editor, Operations Research, 2000-2005; Associate Editor, Management Science, 2001-2005, 2009-present; Senior Editor, Manufacturing & Service Operations, 2003-2005. President-Elect, Manufacturing and Service Operations Management Society, 2009-2010.
