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  • 2022
  • Working Paper

Outcome-Driven Dynamic Refugee Assignment with Allocation Balancing
By: Kirk Bansak and Elisabeth Paulson
This study proposes two new dynamic assignment algorithms to match refugees and asylum seekers to geographic localities within a host country. The first, currently implemented in a multi-year pilot in Switzerland, seeks to maximize the average predicted employment...  View Details
Keywords: AI and Machine Learning; Refugees; Mathematical Methods
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of Store Operations Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • October 2020
  • Article

Task Selection and Workload: A Focus on Completing Easy Tasks Hurts Long-Term Performance
By: Diwas S. KC, Bradley R. Staats, Maryam Kouchaki and Francesca Gino
How individuals manage, organize, and complete their tasks is central to operations management. Recent research in operations focuses on how under conditions of increasing workload individuals can decrease their service time, up to a point, in order to complete work...  View Details
Keywords: Healthcare; Knowledge Work; Discretion; Workload; Employees; Health Care and Treatment; Decision Making; Performance Effectiveness; Performance Productivity
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  • June 2020 (Revised May 2022)
  • Case

Vanguard Retail Operations (A)
By: Willy C. Shih and Antonio Moreno
The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...  View Details
Keywords: Pooling; Generalist Model; Specialist Model; Operations; Service Operations; Management; Job Design and Levels; Financial Services Industry; United States
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  • June 2020 (Revised August 2020)
  • Supplement

Vanguard Retail Operations (B)
By: Willy C. Shih and Antonio Moreno
The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...  View Details
Keywords: Pooling; Generalist Model; Specialist Model; Service Operations; Management; Financial Services Industry; United States
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  • June 2019 (Revised February 2020)
  • Case

Eric Hawkins Leading Agile Teams @ Digitally-Born AppFolio (A)
By: Tsedal Neeley, Paul Leonardi and Michael Norris
Eric Hawkins, director of engineering at AppFolio—a digital technology firm that offered cloud-based business software to small and medium sized companies—was shocked by an unusual request from his senior leadership team. Could Hawkins and one of his agile teams build...  View Details
Keywords: Values; Agile; Vision; Corporate Culture; Leadership; Values and Beliefs; Organizational Culture; Decision Choices and Conditions; Digital Transformation; Technology Industry; United States; California
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  • 2020
  • Working Paper

Are ISS Recommendations Informative? Evidence from Assessments of Compensation Practices
By: Ana Albuquerque, Mary Ellen Carter and Susanna Gallani
Using detailed information from the largest proxy advisor in the U.S., Institutional Shareholder Services (ISS), we examine whether proxy advisors’ assessments of firms’ compensation practices are able to identify poor compensation practices as measured by subsequent...  View Details
Keywords: Proxy Advisors; CEO Compensation; Say-on-Pay; Institutional Shareholder Voting; Executive Compensation; Performance
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  • 2017
  • Working Paper

Task Selection and Workload: A Focus on Completing Easy Tasks Hurts Long-Term Performance
By: Diwas S. KC, Bradley R. Staats, Maryam Kouchaki and Francesca Gino
How individuals manage, organize, and complete their tasks is central to operations management. Recent research in operations focuses on how under conditions of increasing workload, individuals can increase their service time, up to a point, to complete work more...  View Details
Keywords: Employees; Decision Making; Performance Effectiveness; Performance Productivity
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  • 2016
  • Working Paper

The Microstructure of Work: How Unexpected Breaks Let You Rest, but Not Lose Focus
By: Pradeep Pendem, Paul Green, Bradley R. Staats and Francesca Gino
How best to structure the work day is an important operational question for organizations. A key structural consideration is the effective use of breaks from work. Breaks serve the critical purpose of allowing employees to recharge, but in the short term, translate to...  View Details
Keywords: Breaks; Productivity; Attention; Workload; Harvesting; Working Conditions; Behavior; Performance Productivity; Organizations
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  • March 2012
  • Case

Schuberg Philis
By: Thomas J. DeLong and Daniela Beyersdorfer
The Dutch professional service firm Schuberg Philis has within a few years grown into a well-known player in the Dutch IT outsourcing market and regularly wins high customer- satisfaction marks. The growing workload and 100% promise to customers have increased the...  View Details
Keywords: Growth Management; Organizational Culture; Management Style; Alignment; Information Technology Industry; Netherlands
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  • June 2005 (Revised May 2006)
  • Case

Alex Montana at ESH Manufacturing Co.
By: Thomas J. DeLong and Michael Kernish
Alex Montana sat at his desk pondering the career decision before him. Alex was director of the North American division of ESH Manufacturing, a $4.6 billion, Cleveland-based company with operations on three continents. ESH's CEO had just offered Montana a promotion to...  View Details
Keywords: Decision Making; Decision Choices and Conditions; Personal Development and Career; Work-Life Balance; Manufacturing Industry; Cleveland
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