Sample Research Papers by the Instructor
Overview of Research Problems on Customer Contact Centers, e.g., Telephone Call Centers
Stabilizing Performance with Time-Varying Arrivals
Otis B. Jennings, Avishai Mandelbaum, William A. Massey and WW,
Server Staffing to Meet Time-Varying Demand. Management Science, vol. 42, No. 10, 1996, pp. 1383-1394.
Linda V. Green, Peter J. Kolesar and WW, Coping with Time-Varying Demand when Setting Staffing Requirements for a Service System.,
Production and Operations Management (POMS), vol. 16, No. 1, January-February 2007, pp. 13-39.
Zohar Feldman, Avishai Mandelbaum, William A. Massey and WW, Staffing of Time-Varying Queues to Achieve Time-Stable Performance,
Management Science, vol. 54, No.2, February 2008, pp. 324-338.
Yunan Liu and WW, Stabilizing Customer Abandonment in Many-Server Queues with Time-Varying Arrivals,
Operations Research, Operations Research, vol. 60, No. 6, November-December 2012, pp. 1551-1564.
Real-Time Delay Estimation and Prediction to Make Delay Announcements
Rouba Ibrahim and WW, Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonment.
Management Science, vol. 55, No. 10, October 2009, pp. 1729-1742.
Mor Armony, Nahum Shimkin and WW, The Impact of Delay Announcements in Many-Server Queues with Abandonment.
Operations Research, vol. 57, No. 1, January-February 2009, pp. 66-81.
The Fundamental Queueing Principle L = lambda*W (Little's law)
WW, A Review of L = W and Extensions.
Queueing Systems, vol. 9, No. 3, 1991, pp. 235-268.
Song-Hee Kim and WW, Statistical Analysis with Little's Law.
Operations Research, vol. 61, No. 4, July-August 2013, pp. 1030-1045.
Song-Hee Kim and WW, Estimating Waiting Times with the Time-Varying Little's Law.
Probability in the Engineering and Informational Sciences, vol. 27, 2013, pp. 471-506.
Statistical Tests of Nonhomogeneous Poisson Arrival Processes
Song-Hee Kim and WW, Choosing Arrival Process Models for Service Systems: Tests of a Nonhomogeneous Poisson Process.
Naval Research Logistics, vol. 61, No. 1, 2014, pp. 66-90.
Song-Hee Kim and WW, Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes?
Manufacturing and Service Operations Management, vol. 16, No. 3, 2014, pp. 464-480.
Appointment-Generated Arrival Processes
Staffing Call Centers with Skill-Based Routing
Responding to Unexpected Overloads in Large-Scale Service Systems
Ohad Perry and WW, Responding to Unexpected Overloads in Large-Scale Service Systems.
Management Science, vol. 55, No. 8, August 2009, pp. 1353-1367.
Ohad Perry and WW,, A Fluid Approximation for Service Systems Responding to Unexpected Overloads.
Operations Research, vol. 59, September-October 2011, pp. 1159-1170.
Golf Courses as Large-Scale Service Systems
Grey-box Stochastic Models: Fitting Birth-and-Death Processes to Service System Data
James Dong and WW, Stochastic Grey-Box Modeling of Queueing Systems: Fitting Birth-and-Death Processes to Data.
Queueing Systems, published online, December 2, 2014.
James Dong and WW, Stationary Birth-and-Death Processes Fit to Queues with Periodic Arrival Processes.
working paper, 2015.
WW, Fitting Birth-and-Death Queueing Models to Data.
Statistics and Probability Letters, vol. 82, 2012, pp. 998-1004.
WW, The Steady-State Distribution of the Mt/M/infty Queue with a Sinusoidal Arrival Rate.
Operations Research Letters, vol. 42, 2014, pp. 311-318.
Motivating Call-Center Agents: Preference-Based Routing
Michael J. Sisselman and WW, Value-Based Routing and Preference-Based Routing in Customer Contact Centers.
Production and Operations Management, vol. 16, No. 3, May-June 2007, pp. 277-291.
Michael J. Sisselman and WW, Empowering Customer-Contact Agents Via Preference-Based Routing.
SeatLink White Paper paper, 2005.
Michal Borin and Peter Bamberger, The impact of structural
empowerment on individual well-being and performance: Taking agent preferences, self-efficacy and operational
constraints into account. Human Relations, vol. 63, No. 2, 2010, pp.163-191.
For more research papers, see Research Publications by Ward Whitt.