Operations Management (OM) is a multi-faceted blend of myriad academic andpractical
disciplines–from engineering and economics via mathematics and marketing, to systems …

In services, customers provide significant inputs into the production process. In particular,
these inputs may be the customers themselves participating in the service delivery. Although …

As the nature of work has become more service oriented, knowledge intensive, and rapidly
changing, people—be they workers or customers—have become more central to …

This paper introduces the Theory of AI-driven scheduling (TAIS), an innovative framework
designed to revolutionise service-oriented scheduling (In the context of this paper,'service …

Collaborative problem-solving is often not a sequential process; instead, it can involve
tasking switching or dual tasking (ie, multitasking) activities in that the collaborators need to …

Problem definition: Collaboration is important in services but may lead to interruptions.
Professionals exercise discretion on when to preempt individual tasks to switch to …

Motivated by the trend toward more collaboration in workflows, we study networks where
some tasks require the simultaneous processing by multiple types of multitasking human or …

We study the problem of dynamically allocating reusable resources to customers of n types.
There are d pools of resources and a finite number of units from each resource. If a customer …

Motivated by diverse application areas such as healthcare, call centers, and crowdsourcing,
we consider the design and operation of service systems that process tasks with types that …

Problem definition: Most industrial innovations consist of multiple interacting components
that must be combined into a final product to form an integrated system. When procuring …