We study the demand forecast-sharing process between a buyer of customized production equipment and a set of equipment suppliers. Based on a large data collection we undertook in the semiconductor equipment supply chain, we empirically investigate the relationship between the buyer's forecasting...

We review inventories in mainland China by evaluating the trajectory of aggregate inventories in recent decades, and then modelling the relationship of inventories in some 300,000 manufacturers with respect to volume (using cost of goods sold), industry (using SIC codes), and geographical...

We consider the order-fulfillment process of a supplier producing a customized capital good, such as production equipment, commercial aircraft, medical devices, or defense systems. As is common in these industries, prior to receiving a firm purchase order from the customer, the supplier receives...

We study the employee staffing problem in a service organization that uses employee service capacities to meet random, non-stationary service requirements. The employees experience learning and turnover on the job, and we develop a Markov Decision Process (MDP) model that explicitly represents...

We study an M/MMPP/1 queuing system, where the arrival process is Poisson and service requirements are Markov modulated. When the Markov Chain modulating service times has two states, we show that the distribution of the number-in-system is a superposition of two matrix-geometric series and...

In this paper, we study the impact of coordinated replenishment and shipment in inventory/distribution systems. We analyze a system with multiple retailers and one outside supplier. Random demand occurs at each retailer, and the supplier replenishes all the retailers. In traditional inventory...

Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low value, serving the former with their in-house operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the...

In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we explore strategies for determining which...

We extend the Schmittlein et al. model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events, and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are...

In large distribution systems, distribution centers (DC) deliver some merchandize to their retail stores in size-specific packages, also called ship-packs. These ship-packs include cases (e.g., cartons containing 24 or 48units), inners (packages of 6 or 8units) or eaches (individual units). For...