OM Practice—Work Expands to Fill the Time Available: Capacity Estimation and Staffing Under Parkinson's Law

Published Online:https://doi.org/10.1287/msom.1080.0250

References

  • Brown L., Gans N., Mandelbaum A., Sakov A., Zeltyn S., Zhao L., Haipeng S. Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. (2005) 100:36–50CrossrefGoogle Scholar
  • Cachon G., Zhang F. Obtaining fast service in a queueing system via performance-based allocation of demand. Management Sci. (2007) 53(3):408–420LinkGoogle Scholar
  • Cohen A. C. Simplified estimators for the normal distribution when samples are singly censored or truncated. Technometrics (1959) 1(3):217–237CrossrefGoogle Scholar
  • D'Agostino R. B., Chase W., Belanger A. The appropriateness of some common procedures for testing the equality of two independent binomial populations. Amer. Statistician (1988) 42(3):198–202Google Scholar
  • Diwas K. C., Terwiesch C. The impact of work load on productivity: An econometric analysis of hospital operations. (2007) . Working paper, The Wharton School, PhiladelphiaGoogle Scholar
  • Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141LinkGoogle Scholar
  • Goodale J. C., Thompson G. M. A comparison of heuristics for assigning individual employees to labor tour schedules. Ann. Oper. Res. (2004) 128(1–4):47–63CrossrefGoogle Scholar
  • Harris C. Queues with state-dependent stochastic service rates. Oper. Res. (1966) 15(1):117–130LinkGoogle Scholar
  • Hayashi F.Econometrics (2000) (Princeton University Press, Princeton, NJ) Google Scholar
  • Keblis M. F., Chen M. Improving customer service operations at Amazon.com. Interfaces (2006) 36(5):433–445LinkGoogle Scholar
  • Lee D. K. K., Zenios S. A. Evidence-based incentive systems with an application in health care delivery. (2007) . Working paper, Stanford University, CAGoogle Scholar
  • Neter J., Kutner M. H., Nachtsheim C. J., Wasserman W.Applied Linear Statistical Models (1996) (McGraw-Hill, New York) Google Scholar
  • Olivares M. O., Terwiesch C., Cassorla L. Structural estimation of the newsvendor model: An application to reserving operating room time. Management Sci. (2008) 54(1):41–55LinkGoogle Scholar
  • Parkinson D. F. Parkinson's law. Economist (1955) 19(November):635–637Google Scholar
  • Porteus E. L.Foundations of Stochastic Inventory Theory (2002) (Stanford Business Books, Stanford, CA) CrossrefGoogle Scholar
  • Ross A. M., Shanthikumar J. G. Estimating effective capacity in Erlang loss systems under competition. Queueing Systems (2005) 49:23–47CrossrefGoogle Scholar
  • Schruben L., Kulkarni R. Some consequences of estimating parameters for the M/M/1 queue. Oper. Res. Lett. (1982) 1(2):75–78CrossrefGoogle Scholar
  • Schultz K. L., Juran D. C., Boudreau J. W. The effects of low inventory on the development of productivity norms. Management Sci. (1999) 45(12):1664–1678LinkGoogle Scholar
  • Schultz K. L., Juran D. C., Boudreau J. W., McClain J. O., Thomas L. J. Modeling and worker motivation in JIT production systems. Management Sci. (1998) 44(12):1595–1607LinkGoogle Scholar
  • Schweitzer M., Cachon G. Decision bias in the newsvendor problem: Experimental evidence. Management Sci. (2000) 46(3):404–420LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.