In a call center, staffing decisions must be made before the call arrival rate is known with
certainty. Once the arrival rate becomes known, the call center may be over‐staffed, in which …

Outsourcing is a strategic activity that has long been central to operations management
research and practice. Yet, there are still many outsourcing management challenges that …

Maintenance service plans (MSPs) are contracts for the provision of maintenance by a
service provider to an equipment operator. These plans can have different payment …

Many service firms deliver services via a mix of internally developed and delivered (ie,
insourced) and externally developed and delivered (ie, outsourced) service processes …

In this paper we consider a single buyer who wants to outsource the manufacturing of a
product to N potential suppliers. The buyer's objective is to maximize the service level she …

Motivated by call center cosourcing problems, we consider a service network operated
under an overflow mechanism. Calls are first routed to an in-house (or dedicated) service …

The medical alliance has developed rapidly in recent years. This kind of alliance established
by multiple hospitals can alleviate the imbalance of medical resources. We investigate the …

IT outsourcing allows a business to reduce the cost of IT service delivery and improve the
quality of IT service by taking advantage of the service provider's economics of scale and …

This paper concerns the design of a performance-based compensation scheme (or a
“contract”) for a company that outsources customer service to a third-party service provider …

We investigate how a competition can be designed to maximize expected profit for a buyer
who wishes to allocate demand among a diverse set of suppliers when his profit is …