In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. We model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and we model the...

This paper studies how to design service outsourcing contracts to ensure fast, quality services from an independent service provider. The outsourcer does not have perfect information about either the service provider's capacity cost (i.e., cost for providing fast service), or her quality cost...

Despite over a decade of attention on reducing medical errors sparked by the Institute of Medicine report, medical errors in hospitals remain prevalent. A plethora of potential solutions are suggested, yet their adoption rate is slow, partly due to implementation challenges, such as the tradeoff...

Despite the passage of the Civil Right Act and other anti-discrimination legislation, racial and gender inequalities are ubiquitous in the workplace. Whereas previous studies have primarily focused on how employer discrimination contributes to workplace inequalities, much less is known about the...