Will Millhiser

OM in the Media

The purpose of this page is to share examples of service and production operations management in the popular media including articles, case studies, books, and video. Intended primarily for students and practitioners, most references are more “popular” and less “academic” in nature.

Earlier in my teaching career, I would include these references in the last page of my lecture notes, but then decided circa 2009-2010 to aggregate references in one place: here!

Any item marked “*” is related to healthcare operations.

This list is not meant to be all-encompassing nor is any listing an endorsement of its content or author(s).

-Will Millhiser, Baruch College

(revised 12-May-2025)

Service Management/Service Science

(with a slight bias toward lessons from the airlines)

  1. “Want to Perfect Your Company’s Service? Use Behavioral Science” by R.B. Chase & S. Dasu, Harvard Business Review, 79(6), pp. 78-84, 2001. (pdf)
  2. “Piecing Together Service Quality: A Framework for Robust Service [the 3 Ts]” by D.M. Stewart, Production and Operations Management, 12(2), pp. 246-265, 2003.
  3. Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees by T.A. Mayer & R.J. Cates, Health Administration Press, 2004.*
  4. 10 Powerful Ideas for Improving Patient Care by J.L. Reinersten, W. Schellekens, Health Administration Press, 2005.* (Also see 3 follow-up editions.)
  5. “Academia Dissects the Service Sector, but Is It a Science?” by S. Lohr, NY Times, 18-Apr-2006.
  6. “Services Science: A New Field for Today’s Economy” by L.D. Paulson, IEEE Computer, 39(8), pp. 18-21, 2006. (click “PDF”)
  7. “Ugly Airline Math: Planes Late, Fliers Even Later” by N. Bailey & P. Schweber, NY Times, 5-Jul-2007.
  8. “The Financial Page: The Unfriendly Skies” by J. Surowiecki, The New Yorker, p. 46, Sept 3&10, 2007.
  9. Reinventing the Patient Experience: Strategies for Hospital Leaders by J.B. Christianson, M.D. Finch, B. Findlay, W.B. Jonas, C. Goertz Choate, Health Administration Press, 2007.*
  10. “They Make Jobs, Not Widgets: Health care, education, and other ‘intangible’ industries are on the rise even as the rest of the economy craters” by M. Mandel, Business Week, p. 32, 22-Dec-2008 (online version called “The U.S. Economy’s Best Bet: The Intangible Sector”).
  11. “The Barista Blues” by H. Kwon, Dollars & Sense, Issue 30, pp. 52-54, 2008.
  12. GiveEmThePickle.com, Media Partners, Seattle, WA.
  13. If Disney Ran Your Hospital: 9½ Things You Would Do Differently by F. Lee, Health Administration Press, 2008.*
  14. Why Hospitals Should Fly: The Ultimate Flight Plan to Patient Safety and Quality Care by J. Nance, Health Administration Press, 2008.*
  15. “Pack Less, Frugal Flier: Airline Charges for Each Checked Bag” by M. Maynard, NY Times, 22-May-2008, p. A1.
  16. “Like American, More Airlines Add Fees for Checking Luggage” by M. Maynard, NY Times, 13-Jun-2008.
  17. “That Bag is Suddenly $15 Heavier” by J. Sharkey, NY Times, 15-Jun-2008.
  18. “American Adds Fees for Claiming Flier Awards” by M. Maynard, NY Times, 7-Aug-2008.
  19. “The Six Habits of Highly Respectful Physicians” by M.W. Kahn, NY Times, 1-Dec-2008.*
  20. “Arrogant, Abusive and Disruptive–and a Doctor” by L. Tarkan, NY Times, 1-Dec-2008.*
  21. “Airlines Follow Passengers Onto Social Media Sites” by N. Clark, NY Times, 29-Jul-09. (“United Breaks Guitars”)
  22. “Some Airlines Raise Fees for Checked Bags Again” by J. Goivis and D. Williams, South Florida Sun-Sentinel, 14-Aug-2009.
  23. “Nurses Needed“, NOW, PBS, 16-Oct-2009.
  24. “100 Things Restaurant Staffers Should Never Do” by B. Buschel, NY Times, 29-Oct-2009.
  25. “When ‘Customer Service’ Seems Anything But” by A. Tugend, NY Times, 20-Nov-2009.
  26. “Hotel Chains Try New Ways to Earn Loyalty” by E. Olson, NY Times, 30-Nov-2009.
  27. Achieving Service Excellence: Strategies for Healthcare, 2nd ed. by M.D. Fottler, R.C. Ford, C.P. Heaton, Health Administration Press, 2009.*
  28. Delivering Happiness: A Path to Profits, Passion, and Purpose by T. Hsieh, Zappos CEO, Business Plus, 2010.
  29. “Bankers Ignored Signs of Trouble on Foreclosures” by E. Dash and N.D. Schwartz, NY Times, 13-Oct-2010. (See 8th & 9th paragraphs.)

Service Design

  1. “The experience economy” by Joseph Pine, circa 2000 (video).
  2. “A KFC for Deaf People“, from An Idiot Abroad: Egypt, the Science Channel, Season 1, Episode 5, original air date 22-Oct-2010.
  3. “Concierge Medical Care with a Smaller Price Tag” by K. Hafner, NY Times, 31-Jan-2011.*
  4. “Would you like a smile with that?” by S. Clifford, NY Times, 6-Aug-2011.

Capacity Planning

  1. Modern Times starring Charlie Chaplan, 1933 (YouTube).
  2. “The Sinking Of Bethlehem Steel” by C.J. Loomis, Fortune, 5-Apr-2004 (From 1943 to 1945, Bethlehem Steel produced more than one ship per day.)
  3. “Job Switching” from I Love Lucy, Season 2, Episode 1, 15-Sep-1952 (YouTube; details).
  4. “Manzana Insurance: Fruitvale Branch (abridged)” by C. Loch & D.P. Grant, Harvard case 9-692-015, 30-Jan-1997.
  5. “Quinte MRI” by D. Wright, K. Saskiw, C. Prahinski & J.S. Haywood-Farmer, Ivey case 9B02D024, 16-Jun-2003.*
  6. “Shouldice Hospital Limited (Abridged)” by J. Heskett & R. Hallowell, Harvard case 9-805-002, 21-Jan-2005.*
  7. “Laboratorio de Analisis Argentina” by P.F. Johnson, K. Mark, J. Mitchell, Ivey case 9B06D004, 6-Feb-2006.*
  8. Kristen’s Cookie Company (A1)” by R. Bohn, K. Somers, G. Greenberg, Harvard case 9-686-093, 13-Jul-2006.
  9. Leadership for Smooth Patient Flow: Improved Outcomes, Improved Service, Improved Bottom Line by K.B. Jensen, T.A. Mayer, S.J. Welch & C. Haraden, Institute for Healthcare Improvement, 2006.*
  10. “Hospital Capacity, Patient Flow, and Emergency Department Use in New Jersey” by D. DeLia, Rutgers Center for State Health Policy, Sept 2007.*
  11. “Big Airlines In a Rush to go Small” by M. Maynard, NY Times, p. C1, 6-Jun-2008.
  12. “Boeing to Cut Output of 777s as Traffic Sags” by J.L. Lunsford, WSJ, p. B1, 10-Apr-2009.
  13. “U.S. Capacity Utilization Hits Record Low of 69.3% in March” 16-Apr-2009, ChartingTheEconomy.com.
  14. “Airbus Trims Output as Carriers Defer Orders” by D. Michaels, WSJ, p. B1, 7-May-2009.
  15. “Honda to Raise Output as Inventories Shrink” by Y. Takahashi, WSJ, p. B3, 12-May-2009.
  16. “Process Fundamentals” by A.E. Gray & J. Leonard, Harvard case 9-696-023, 8-Sep-2009.
  17. “UCSF Study Finds Big Jump in ER Visits” by V. Colliver, San Francisco Chronicle, 11-Aug-2010.
  18. “CEOs who cut jobs got paid more, study says” by T. Abate, San Francisco Chronicle, 1-Sep-2010.
  19. “iPhone Demand Outstrips Supply in China” by O. Fletcher, WSJ, 26-Sep-2010.
  20. “Hospitals try to curb emergency room crowding: Initiatives include creating separate treatment areas to improve patient traffic”  by J. Kenen, MSNBC, 19-Jan-2011.
  21. “Critical (Re)thinking” by M. Beck, WSJ, 28-Mar-2011.
  22. “Shortage Worsens of Leukemia Drug” by J. Corbett Dooren, WSJ, 14-Apr-2011.*
  23. “Buffer management to solve bed-blocking in the Netherlands 2000–2010. Cooperation from an integrated care chain perspective as a key success factor for managing patient flows” by I. Mur-Veeman and M. Govers, International Journal of Integrated Care, Vol. 11, 2011.
  24. “Boeing Teams Speed Up 737 Output: Jet Maker’s Innovation Crews Search for Ways to Streamline Production as Aircraft Demand Soars” by D. Kesmodel, WSJ, 7-Feb-2012.
  25. “Amazon to Hire 70,000 Workers for the Holidays:Retailer’s Plans Suggest Upbeat Expectations for Crucial Selling Season” by G. Bensinger, WSJ, 1-Oct-2013.
  26. “U.S. Airlines Review Capacity Plans as Average Fares Drop: Decline in ticket prices outpaces slide in fuel costs, raises concern among investors” by D. Cameron, WSJ, 8-Mar-2016.
  27. “Tesla Misses Goal for Model 3” by T. Higgins, WSJ, 3-Oct-2017.
  28. “Apple to Cut iPhone X Production in the Face of Weak Demand” by Y. Kubota and T. Mickle, WSJ, 30-Jan-2018.
  29. “Proposed Rules Would Allow Meatpackers to Slaughter Hogs Faster” by B. Parkin & P. McGroarty, WSJ, 20-Feb-2018.
  30. “Humans Are Winning the Battle With Robots: Companies like Airstream… find it more efficient to use a workforce of people, rather than make sizable investments in automation that risks being wasted if the economy slows” by J.D. Stoll, WSJ, 1-Nov-2018.

Yield Management

(revenue management and overbooking)

  1. American Airlines TV commercial, circa 1981.
  2. “Marriott Rooms Forecasting” by L. Weatherford & S.E. Bodily, Darden case UVA-QA-0389, 1989.
  3. RIP: People Express Airlines, 1981-1987. (feature on McNeil-Leher News Hour, PBS Television, 1984; “People Express Airlines: Rise and Decline” by P. Holland & M. Beer, Harvard case 9-490-012, 14-Sep-1993.)
  4. Jerry Seinfeld on overbooking: version 1 (2:28), version 2 (0:36). (script). Source: “The Alternate Side”, season 3, episode 11, 4-Dec-1991.
  5. “Twenty Years at American” [Bob Crandall’s run at AA], Business Week, p. 40, 6-Jul-1992.
  6. “E-Commerce: Good-Bye to Fixed Pricing” by A.E. Cortese, Business Week, 4-May-1998.
  7. “Variable-Price Coke Machine Being Tested” by C.L. Hays, NY Times, 28-Oct-1999, http://nyti.ms/dzDTyE.
  8. “The Return,” Dilbert, season 2, episode 11, 22-Feb-2000 (see the 20 seconds from time 2:55 to 3:15).*
  9. “US Patent 6263315–Revenue management system and method”, US Patent issued 17-Jul-2001 (see other articles at above link).
  10. “Practical Traveler; Hotel Discounts: Be Sure to Ask” by T. Trucco, NY Times, 12-Aug-2001.
  11. “Yield Management at American Airlines” [game] by P.F. Johnson, R. Klassen & J. Haywood-Farmer, Ivey case 9B00D003, 29-Jan-2002.
  12. “Mets Join Wave of Baseball Teams Using ‘Variable’ Ticket Prices,” Bloomberg, 4-Dec-2002.
  13. “Unleashing the Power of Yield Management in the Internet Era: Opportunities and Challenges” by H. Marmorstein, J. Rossomme & D. Sarel, California Management Review, 45(3), pp. 147-167, 2003.
  14. “O.R. Topics: The Fundamentals of Revenue Management” by the OR Society, www.orsoc.org.uk, 2003.
  15. “Texas Children’s Hospital: Contract Optimization” by J. Chen & P.C. Bell, Ivey case 9B04E012, 30-Jun-2004.*
  16. “Catering Sales in Boutique Hotels: How to Maximize Revenues and Optimize Sales Productivity” by B. Fields, Hotel Online, July 2004, hotel-online.com.
  17. “Applying yield management pricing to your service business” by B. Berman, Business Horizons, 48(2), pp. 169-179, 2005, http://bit.ly/aLBg4z.
  18. “Filling the Last Rooms, for Pure Profit” by J. Holusha, NY Times, 25-Dec-2005, http://nyti.ms/aFqPcJ.
  19. “Report says Albuquerque hotels a bargain this summer,” New Mexico Business Weekly, 28-Jun-2006.
  20. “Atlantic Computer: A Bundle of Pricing Options” by N. Bharadwaj & J. Gordon, Harvard case 2078, 28-May-2007.
  21. “iPhone Owners Crying Foul over Price Cut” by K. Hafner & B. Stone, NY Times, 7-Sep-2007.
  22. “Rankings of Priciest Airports Show Wide Fare Differences; Weighing the Southwest Effect” by S. McCartney, WSJ, pp. B9-10, 11-Dec-2007.
  23. “Airports May Boost Runway Fees in Peak Hours to Reduce Crowding,” WSJ, 15-Jan-2008, p. A2.
  24. “Overbooking Health Care Visits Can Improve Efficiency”, [interview with Dr. Linda LaGanga], Colorado Matters, Colorado Public Radio, KCFR, 28-Jan-2008.
  25. “Steelmakers Move Cautiously to Raise Prices, Reopen Mills” by R.G. Matthews, WSJ, 7-Jan-2009, p. B3.
  26. “Apple Changes Tune on Music Pricing” by E. Smith & Y.I. Kane, WSJ, pp. B1, B5, 7-Jan-2009.
  27. “More Asian Carriers Reduce Capacity as Air Travel Declines” by D. Michaels, WSJ, p. D4, 29-Jan-2009.
  28. “Less Demand, Same Great Revenue: With decoupling, utilities can promote efficiency and not fear losing money” by R. Smith, WSJ, p. R9, 9-Feb-2009.
  29. “Burlington Northern Gets Big Penalty” by A. Roth, WSJ, p. B4, 19-Feb-2009.
  30. “Airlines Slash Fares to Fill Up Empty Seats; Prices Cut by as Much as Half on Some Long-Haul Routes; More Looking, Less Booking” by M. Esterl, WSJ, p. D1, 4-Mar-2009.
  31. The attempt at congestion pricing in NYC.
  32. “Matching Prices to Demand–In Real Time” by J. McGregor, Business Week, pp. 64-65, 23-Mar-2009, http://bit.ly/bdhoXq.
  33. “Passengers see improvements in airline services” by J. Lowy, Associated Press, 6-Apr-2009.
  34. “Airfare Debate: Buy Now or Wait?” by M. Higgins, NY Times, 26-Apr-2009.
  35. “Yankees Slash Prices to Fill Costly Seats at New Park” by M. Fut- terman & D. Everson, WSJ, p. B1, 29-Apr-2009.
  36. “Bringing Efficiency to Infrastructure” by S. Lohr, NY Times, 29-Apr- 2009.
  37. “Found a Cheaper Room? Travelocity Offers New Refund” by M. Higgins, NY Times, 27-Oct-2009.  [Also see Orbitz Price Assurance.]
  38. “Hope on the Horizon for [Park] Slope’s Traffic Trouble,” Reclaim: The magazine of Transportation Alternatives, 15(2), p. 14, Spring 2009.
  39. “The Soaring Cost of Car Rentals” by M. Higgins, NY Times, 28-Jun- 2009.
  40. “Airline Sector’s Woes Slam a Highflier” by D. Michaels, WSJ, p. A1, 2-Jul-2009 (quote: “Running an airline is one of the more reliable ways to lose money.”)
  41. “Virgin Atlantic CEO Concedes Price Fixing: Acknowledges Involvement in Cartel With British Airways but Won’t Face Charges” by K. Niththyananthan, WSJ, p. B3, 14-Jul-2009.
  42. “Diner’s Journal: The Fallow Tables” by F. Bruni, NY Times, 14-Jul- 2009. (“It’s one of the greatest challenges to a restaurateur trying to make sure the dining room is full but not overbooked and that a night is smoothly paced.”)
  43. “Your Bad Luck Is a Windfall for Airlines: Ticket-Change Penalties Yield Billions in Revenue For Industry, Studies Show” by S. McCartney, WSJ, p. D1, 30-Jul-2009.
  44. “GM, eBay Will Let Car Buyers Dicker Online” by G.A. Fowler, J.D. Stoll & S. Morrison, WSJ, p. B1, 11-Aug-2009.
  45. “Why More People Are Getting Bumped Off …Flights” by S. Mc- Cartney, WSJ, pp. D1, D11, 17-Sep-2009.
  46. “At Sold-Out Fenway, a Way in for Patient Fans” by J. Branch, NY Times, 2-Oct-2009.
  47. “M.T.A. Weighs Lower Fares During Off-Peak Hours” by M.M. Gryn- baum, NY Times, 22-Oct-2009.
  48. “Economics focus: E pluribus tunum: Uniform prices for online music are no way to maximise profit,” The Economist, 22-Oct-2009.
  49. “Will Smarter Roads Save Us More Money?” by P. Patton, NY Times, 24-Oct-2009.
  50. “Overbooking Increases Patient Access at East Carolina University’s Student Health Services Clinic” by Kros, Dellana and West, Interfaces, 39(3), 2009, pp. 271-287.
  51. “Revenue Management vs. Social Networking: Connected, Tech-Savvy Consumers Can Significantly Lower Revenues; How Should Companies Respond?” by Y. Levin & J. McGill, Analytics, March/April 2010.
  52. “Fliers feel out of Spirit over airline’s carry-on bag charge” by C. Trapasso & B. Hutchinson, NY Daily News, 7-Apr-2010. ($45 per carry-on bag that goes in overhead bin; free if it fits under the seat)
  53. “Spirit Airlines Stands by Carry-on Bag Fee”, by S. Robinson, Article- Base.com, 26-Apr-2010. (“Spirit claims that this new policy was a reaction to how carry-on bags on planes have gotten ‘out of control.’ It claims that carry-on bags are responsible for ‘longer security and boarding lines, injuries from over-crowded overhead bins, delayed flights and passenger frustration.’ ”)
  54. “Astros, Rockets turn to creative marketing to fill seats” by D. Barron, Houston Chronicle, 17-May-2010.
  55. “Electricity: The New Math: ‘Smart’ Meters Know When You’re Cooking, Cleaning; How About Dinner at 4?” by R. Smith, WSJ, 21-May-2010.
  56. “10 Things Baggage Handlers Won’t Say” by J. Makan, Smartmoney Magazine, 28-May-2010.
  57. “Undercounting Freshman, Iowa Scrambles for Room” by J. Steinberg, NY Times, 3-Aug-2010.
  58. “San Francisco rolls out new smart parking meters with ‘demand-responsive pricing’ ” by Donald Melanson, EnGadget, 7-Aug-2010.
  59. “The end of ‘meals at mealtime’ on Continental Airlines,” BoardingArea.com, 15-March-2010.
  60. “Dynamic pricing hits a home run” by P. Horner, OR/MS Today, October 2010, 37(5), p. 4.
  61. “No Guarantees in Life, Not Even a Booked Room” by J. Sharkey, NY Times, 7-Feb-2011.
  62. “Ticketmaster Plans to Use a Variable Pricing Policy” by B. Sisario, NY Times, 18-Apr-2011.
  63. “New York Mets: Ticket Costs Lower, Begin ‘Dynamic’ Pricing” by A. Rubin, go.ESPN.com, 4-Oct-2011.
  64. “Broadway Hits Make Most of Premium Pricing” by P. Healy, NY Times, 24-Nov-2011.
  65. “Retail Price Optimization at InterContinental Hotels Group” by D. Koushik, J.A. Higbie, C. Eister, Interfaces, 2012; 42(1) 45-57.
  66. “Airlines Lose the Winter Blahs: Cold Months Are Crummy for Carriers; Here’s How They Squeeze Every Penny” by S. Carey, WSJ, 29-Feb-2012.
  67. “A Meter So Expensive, It Creates Parking Spots” by M. Cooper and J. Craven McGinty, NY Times, 15-Mar-2012.
  68. “On Orbitz, Mac Users Steered to Pricier Hotels” by D. Mattiola, WSJ, 23-Aug-2012.
  69. “Carlson Rezidor Hotel Group Maximizes Revenue Through Improved Demand Management and Price Optimization” by Pekgün et al., Interfaces, Jan/Feb 2013, 43(1), 21-36.
  70. “Whatever You Do, Don’t Buy an Airline Ticket On …” by S. McCartney, WSJ, 27-Jan-2014.
  71. “Houston Astros Dynamic Pricing FAQ.” (Retrieved 14-Mar-2014).
  72. “Red Sox introduce ‘dynamic pricing’ for Green Monster seats“, Providence Journal, 14-Mar-2014.
  73. “Disneyland ‘demand pricing’ will cost you $5 less on slow days and $20 more when it’s busy” by H. Martin, LA Times, 27-Feb-2016.
  74. “Why do airlines sell too many tickets?” By N. Klietsch, TED-Ed., published online 20-Dec-2016.
  75. “United Airlines Passenger Is Dragged From an Overbooked Flight” by D. Victor and M. Stevens, NY Times, 10-Apr-2017 (also see video)
  76. CitiBike Bike Angles, a form of dynamic pricing?
  77. “Airlines Hate ‘Skiplagging.’ Meet the Man Who Helps Travelers Pull It Off” by C. Chung, NY Times, 12-Nov-2024.

Managing Waiting Lines

  1. “Using queueing theory to determine operating room staffing needs” by Tucker, Barone, Cecere, Blabey & Rha. The Journal of Trauma: Injury, Infection, and Critical Care, 46(1), p. 77, 1999, http://bit.ly/bV6Yq7.*
  2. “Introduction to Waiting Line Models” by D.W. Ashley, Interfaces, 2(3), 2000.
  3. “Red Cross Mobile Blood Clinics–Improving Donor Service” by R. Klassen & J.S. Haywood-Farmer, Ivey case 9B00D024, 15-Dec-2000.*
  4. “The New York City Police Department Patrol System,” by L.V. Green, Columbia Business School, 18-Dec-2000.
  5. “Your waiting room: create a first-rate impression” by D.L. Pennachio, Medical Economics, 7-Nov-2003.*
  6. “West Coast University Student Health Services–Primary Care Clinic” by D. Wylie, A. Rao, J. Rao, I. Morgan, Babson case BAB034 (avail. @ Harvard), 17-Jun-2004.*
  7. Trivia: Is it spelled “queueing” or “queuing”? and Queueing is only word in English language with 5 consecutive vowels.
  8. “Web-based Simulations for Teaching Queueing, Little’s Law, and Inventory Management” by G. Dobson & R. Schumsky, INFORMS Transactions on Education, 7(1), pp. 106-124, 2006. (M/M/1 queue simulation; web version; pdf)
  9. “A Long Line for a Shorter Wait at the Supermarket” by M. Barbaro, NY Times, 23-Jun-2007.
  10. “Viewing Life Through an Economic Prism” by A Davidson (reporter), NPR, 3-Oct-2007. (Click “Listen to the Story,” fast-forward to Magnolia Bakery, 401 Bleeker St, time 3:09.)
  11. “Wait Times Lengthen at Emergency Rooms” by T. Francis, WSJ, p. D2, 15-Jan-2008, http://bit.ly/dsKtIH. *
  12. “Paediatric Orthodaedic Clinic at the Children’s Hospital of Western Ontario” by M. Hora, R.D. Klassen & K. Leitch, Ivey case 9B08D008, 23-Dec-2008.*
  13. “Flying Through Airport Security” by S. Chen, WSJ, 27-Feb-2008, p. D1.
  14. 2009 was the centennial of queueing theory. See “Hundred years of A.K. Erlang’s formula and studies of the teletraffic theory” by A.D. Kharkevich, Automation and Remote Control, 70(12), pp. 1974-1976, 2009.
  15. “The Madness of Estimating Crowds and Commodes: Inauguration Turnout of People and Port-o-Potties Could be a Record, But No One Knows; Keep Off My 5 Square Feet” by C. Bialik, WSJ, 9-Jan-2009, p. A10.
  16. “The PuzzlOR: To Queue or Not to Queue” by J. Toczek, OR/MS Today, p. 12, June 2009.
  17. “Calming the Black Friday Crowds” by S. Rosenbloom, NY Times, 10-Nov-2009.
  18. Andrei Andreyevich Markov.
  19. “At Starbucks, Baristas Told No More Than Two Drinks” by J. Jargon, WSJ, 13-Oct-2010.
  20. “The Doctor Will See You Eventually” by M. Beck, WSJ, 18-Oct-2010.*
  21. “Automated Lines’ Softer Tone: Companies Alter the Voices on Customer-Service Systems From ‘Cold’ to ‘Homey’ ” by J. Light, WSJ, 1-Nov-2010, p. B10.
  22. “Your Wait is Over: Hate standing in line? So did two Babson College roommates — until they built a business on how to avoid them” by J. Holland, Entrepreneur Magazine, Nov. 2010.
  23. “Disney Tackles Major Theme Park Problem: Lines” by B. Barnes, NY Times, 27-Dec-2010.
  24. “Hospitals Dual over Wait Times” by Lisa Fleisher, WSJ, 13-Apr-2011.*
  25. “Easing ER Wait Times” by A. Martin, WSJ, 8-May-2011.*
  26. “Would your doctor pay for wasted time?” by E. Cohen, CNN, 30-Jun-2011.*
  27. “Fun for the Whole Family: The Long Wait in Line” by A. Dizik, WSJ, 10-Aug-2011.
  28. “Classing Up First Class“, the Economist, 29-Aug-2011. (AA had longest call center waits after Irene).
  29. Real Time E.R. Wait Times at Saint Clare’s Hospitals [New Jersey], www.saintclares.org/emergency-wait-times.*
  30. “Find the Best Checkout Line” by R.A. Smith, WSJ, 8-Dec-2011.
  31. Trent Tucker’s “Queueing Operating Characteristics” calculator, 10-Sep-2007.
  32. “The Wait-Time Misery Index” by R.A. Smith, WSJ, 29-Feb-2012.
  33. “Why Waiting Is Torture” by A. Stone, NY Times, 18-Aug-2012.
  34. “Priority queues: Paying to get to the front of the line” by B. Walker, BBC World Service, 10-Oct-2012.
  35. “Using Strategic Idleness to Improve Customer Service Experience in Service Networks” by Baron, Berman, Krass, and Wang, Operations Research, 62(1), 123-140, Feb 2014.
  36. “What are you waiting for?” by S.J. Dubner, Freakonomics Radio, 10-Aug-2016.
  37. “The Science of Standing in Line: Many service providers use queuing theory, or the mathematical study of lines, to manage their customers’ waiting times” by J.C. McGinty, WSJ, 7-Oct-2016.
  38. “Don’t walk on escalators.  It’s faster if everyone stands” by L.H. Newman, Slate.com, 22-Jan-2016.
  39. “Why you shouldn’t walk on escalators” by C. Mele, NY Times, 4-April-2017.
  40. “Calculating a Faster Checkout Line: Are shoppers better off with one line for each cashier or with a ‘serpentine’ system of one big line feeding multiple cashiers?” by E. Cheng, WSJ, 19-May-2017.
  41. “Baffling deli sign asks customers not to talk about math [while waiting in line]” by B. Hooper, UPI, 16-June-2017.
  42. “Latest hurdle in grueling US daycare hunt: waitlist fees” by S. Ho, AP News, 29-Sep-2018.
  43. “Waiting game: An extended look at how we queue” by J. Prisco, CNN, 15-Feb 2019.
  44. “Where the Packages Go” by R. Koenig, NY Times, 7-Nov-2019.   (Little’s Law!)
  45. “The Queue to end all queues: Brits do what they do best as they pay respects to Queen” by I. Kottasová, CNN, 15-Sept-2022.  Also see “The line to see the queen’s casket got so long, organizers kept people from joining” by F. Langfitt, NPR, 16-Sept-2022.
  46. Solving the queue to see the Queen’s coffin by R. Parry, Twitter, 16-Sept-2022.

Queueing Videos

  1. Larry David on waiting lines, Curb Your Enthusiasm, season 6, episode 3, 23-Sep-2007. (If you have access to the entire episode, fast-forward to times 2:19 & 19:30.)
  2. “Save time. Check the line!” at the Shake Shack, Madison Square Park, NYC, http://shakeshack.com (click “Shack Cam”)
  3. Koyaanisqatsi directed by G. Reggio, 1982. (ver 1 | ver 2; see Park Ave/Grand Central Terminal/WTC Path Station at time 3:30)
  4. Traffic simulations: highway merge with trucks; 3 stop lights; 1 stop light.
  5. “Shockwave Traffic Jam Recreated for First Time” by M. Glaskin, New Scientist, 4-Mar-2008 (article; video)
  6. Intersections: India; Inida or Asia?; Asia?; Bangalore, India; Utrecht, Holland (Related: “India Steadily Increases Its Lead in Road Fatalities” by H. Timmons & H. Kumar, NY Times, 7-Jun-2010.)
  7. “Bogotá, Colombia Rush Hour Time Lapse” by W. Millhiser, Vimeo.com, 22-Apr-2008.
  8. Trains: Tokyo; “White Gloves”; Borivali, India;  Mumbai (Bombay); India.
  9. Airplane routing: FedEx Airplane Routing w/ Thunderstorm; Casper Live Aircraft Tracking (Europe); Live Air Traffic hosted by Zürcher Hochschule für Angewandte Wissenschaften; 24 hours of flights worldwide and US.
  10. Other queues in services: waiting for porto-potties at triathlon; Panama Canal (11:02 = 1 week); Narita Airport, Tokyo, Japan; LAX; NYC Taxi Cabs.
  11. The Office, “Shareholders Meeting,” Season 6, Episode 11, 29-Nov-2009, fast forward to time 20:30.
  12. “People in Yosemite: A TimeLapse Study” by S.M. Bumgardner, Vimeo.com, 15-Dec-2009.
  13. “Why the other line is likely to move faster” by B. Hammack, 20-Dec-2010, engineeringguy.com.
  14. “3-Way Street” by Ron Gabriel, 2-June-2011 [filmed at E28th and Park].
  15. “Stay in Queue” by Laboratoire Ferdinand Lutz, 2008 (Vimeo; YouTube)
  16. “Gridlock vs. Bottlenecks,” by Lewis Lehe (retrieved 2-Sep-2014).
  17. “Meet the Dudes that Will Wait in Line for You,” Elite Daily, Published on YouTube 7-Apr-2017 (retrieved 11-Jan-2018).

Process Analysis / Process Improvement / Process Automation

  1. “Massachusetts General Hospital: CABG Surgery (A),” by J. Weber & S. Wheelwright, Harvard case 9-696-015, 1-Apr-1999.*
  2. “Massachusetts General Hospital: CABG Surgery (B)” by M.F. Eastley & S. Wheelwright, Harvard case 9-697-021, 20-Jul-1997.*
  3. “Benihana of Tokyo” by J. Klug & W.E. Sasser, Harvard Case 9-673-057, 14-Dec-1998.
  4. Partners HealthCare System, Inc. (B): Cardiac Care Improvement” by G.P. Pisano & M. Golnaraghi, Harvard Case 969063, 2001.*
  5. “Re-Engineering Business Processes” by J. Simpson & N. deGruyther, Ivey case 9A94D021, 26-Feb-2002.
  6. “Pharmacy Service Improvement at CVS (A)” by A.P. McAfee, Harvard case 9-606-015, 20-Oct-2006.*
  7. “Pharmacy Service Improvement at CVS (B)” by A.P. McAfee, Harvard case 9-606-029, 31-Aug-2006.*
  8. “A day in the life of a 25-minute turn” by Southwest Airlines, BlogSouthwest.com, 12-May-2008.
  9. “Performance Management at Intermountain Healthcare” by R. Bohmer & C. Romney, Harvard Case 609103, 2009.*
  10. “Hospital CEOs manage staff time, inventory to cut costs” by D. Jones, USA Today, 9-Sep-2009.*
  11. “Factory Efficiency Comes to the Hospital” by J. Weed, NY Times, 9-Jul-2010. (#1 most-emailed 12-Jul-10). *
  12. “Hospitals Overhaul ERs to Reduce Mistakes” by L. Landro, WSJ, 10-May-2011.*
  13. “One Way for Hospitals to Cut Costs of Tests” by K. Hobson, WSJ, 17-May-2011.*
  14. “Please Be Seated: A Faster Way of Boarding Planes Could Save Time and Money,” The Economist, 3-Sep-2011. (Windows first!)
  15. “Most Annoying Airline Delays Might Just Be in the Boarding” by J. Mouawad, NY Times, 1-Nov-2011, pp. A1, B10.
  16. “Unleash the Bots: Firms Report Positive Returns With RPA; Early adopters of robotic process automation report higher productivity, happier customers, but it is still early days” by S. Castellanos, WSJ, 6-Mar-2019.

Process Improvement Methodologies: Lean and Six Sigma

  1. “’Stockless’ Production (‘Push’ out the old, ‘pull’ in the new…),” Hewlett-Packard Co. training video, 1983, 30 minutes (part 1 ; part 2; part 3).
  2. The Lean Lego Game
  3. The Machine that Changed the World: The Story of Lean Production by J.P. Womack, D.T. Jones & D. Roos, Harper, 1991.
  4. “How To Compare Six Sigma, Lean and the Theory of Constraints: A framework for choosing what’s best for your organization” by D. Nave, Quality Progress, 35(3), pp. 73-78, 2002.
  5. Lean Thinking: Banish Waste and Create Wealth in Your Corporation by J.P. Womack & D.T. Jones, Free Press, 2003.
  6. “To Pull or Not to Pull: What is the Question?” by W.J. Hopp, M.L. Spearman, 2004, Manufacturing and Service Operations Management, 6(2), 133-148.
  7. The Six Sigma Book for Healthcare: Improving Outcomes by Reducing Errors by R. Barry, A.C. Murcko, C.E. Brubaker, American Society for Quality (ASQ) Press, 2002.*
  8. Going Lean: Busting Barriers to Patient Flow by A.C. Smith, R. Barry, C.E. Brubaker, Health Administration Press, 2007.*
  9. “Perspectives on Lean Six Sigma in Healthcare: We the Patient” by C. Mount, Novaces LLC white paper, 2008.*
  10. Mumbai’s Dabbawalas (CBS News; www.mydabbawala.com), circa 2009.
  11. “Latest Starbucks Buzzword: ‘Lean’ Japanese Techniques” by J. Jargon, WSJ, 4-Aug-2009.
  12. Lean Six Sigma in Service: Applications and Case Studies, Sandra L. Furterer (ed.), CRC Press, 2009.
  13. VELOCITY: Combining Lean, Six Sigma and the Theory of Constraints to Achieve Breakthrough Performance–A Business Novel by D. Jacob, S. Bergland & J. Cox, Free Press, 2009.
  14. “For Lean Factories, No Buffer” by T. Aeppel, WSJ, 29-Apr-2011.
  15. “Newt Gingrich first Six Sigma pledge signer” by K. Marr, The Politico, 8-Jun-2011.
  16. Lean Done Right: Achieve and Maintain Reform in Your Healthcare Organization, by T.G. Zidel, Health Administration Press, 2011.*
  17. Epiphanized: Integrating Theory of Constraints, Lean and Six Sigma by R. Sproull and B. Nelson, North River Press, 2012.
  18. “New Frontiers for Lean” by McKinsey and Co., Feb. 2014.

Process Improvement Methodologies: Toyota Production System

  1. Toyota Production System: Beyond Large-Scale Production by T. Ohno, Productivity Press, 1988. (Origin of “7 deadly wastes”).
  2. “Toyota Motor Manufacturing, U.S.A., Inc.” by K. Mishina, Harvard case 9-693-019, 5-Sep-1995.
  3. “Decoding the DNA of the Toyota Production System” by S. Spear & H.K. Bowen, Harvard Business Review, 77(5), 97-106, 1999.
  4. The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer by J.K. Liker, McGraw-Hill, 2004.
  5. “Deaconess-Glover Hospital (A)” by S.J. Spear & J. Kenagy, Harvard case 9-601-022, 25-Aug-2005.*
  6. “No Satisfaction at Toyota” by C. Fishman, Fast Company Magazine, Issue 111, Dec. 2006.
  7. Toyota Production System featured on Report on Business Television [Canada] (now called www.bnn.ca), circa 2006.
  8. “Lessons from Toyota’s Long Drive” by T.A. Stewart & A.P. Raman, Harvard Business Review, 85(7-8), pp. 74-83, 2007.
  9. “Good news… how hospitals can heal themselves” by Clare Crawford-Mason [producer] and Lloyd Dobyns [reporter], 2007, DVD. (Also see this.)*
  10. The Pittsburgh Way to Efficient Healthcare: Improving Patient Care Using Toyota Based Methods by N. Grunden, Productivity Press, 2007.*
  11. “Case study: Hospital takes lessons from Toyota” [Seattle’s Virginia Mason Hospital and Medical Center], Fierce Healthcare: Daily News for Healthcare Executives, 18-Mar-2008.*
  12. “The Open Secret of Success” by J. Suroweicki, The New Yorker, 12-May-2008, http://bit.ly/VhT5c.
  13. The Toyota Way to Healthcare Excellence: Increase Efficiency and Improve Quality with Lean by J. Black & D. Miller, Health Administration Press, 2008. *
  14. “Hospital CEOs manage staff time, inventory to cut costs” by D. Jones, USA Today, 9-Sep-2009.*
  15. “403: NUMMI” [Toyota/GM New United Motor Manufacturing, Inc.], This American Life, National Public Radio, 26-Mar-2010.
  16. “ERs Move to Speed Care; Not Everyone Needs a Bed” by L. Landro, WSJ, 2-Aug-2011.*
  17. “Rooting Out Waste in Health Care by Taking Cue From Toyota“, PBS Newshour, 24-Oct-2012. (Transcript; see time 6:38).*
  18. “The Soul of a Hedge Fund ‘Machine’: The Bridgewater founder talks about how his firm measures employees and economies to steer its $160 billion in investments” by J. Freeman, WSJ, 6-June-2014. (Interesting how much Bridgewater behaves like TPS.)
  19. “How the Toyota New Global Architecture Will Impact Mass-Car Building: The World’s Largest Car Company Reinvents Itself” by K. Reynolds, Motor Trend, 7-May-2015.
  20. “Companies Everywhere Copied Japanese Manufacturing: Now the Model Is Cracking
    Concepts celebrated in business publications world-wide have been tarnished by a string of scandals” by A. Gail and S. McLain, WSJ, 4-Feb-2018.

Process Improvement Methodologies: TOC

  1. The Goal by E. Goldratt, North River Press, 1984, 1992, 2004.
  2. The Theory of Constraints (TOC) Handbook by J. Cox & J. Schleier, McGraw Hill, 2010.
  3. Case Studies on TOC in Healthcare, QFI Consulting (click “documents”). Accessed 20-Jul-2010.*
  4. Eliyahu Goldratt Obituary, 2011: http://prn.to/jfQ0JA
  5. “A Remembrance of Eli” by K. Fox, 23-Jun-2011.
  6. “Theory of Constraints in Field Service: Factors Limiting Productivity in Home Care Operations” by Johan Groop, PhD Dissertation, Aalto University School of Science, Espoo, Finland.*

Quality Management: In General

  1. “If Japan Can, Why Can’t We?” NBC News, 1980.
  2. “Yesterday’s accounting undermines production” by R.S. Kaplan, Harvard Business Review, 62(4), pp. 95-101, 1984.
  3. The Deming Management Method by M. Walton, Perigee Books, 1986.
  4. Out of the Crisis by W.E. Deming, The MIT Center for Advanced Engineering Study (MIT CAES), 1986.
  5. “A lesson learned and a lesson forgotten” [Homer Sarasohn] by R.C. Wood, Forbes, 6-Feb-1989, pp. 70-78.
  6. “Zero-Defections: Quality Comes to Services” by Reichheld & Sasser, Harvard Business Review, 68(5), 105-111, 1990.
  7. “Robust Quality” by Taguchi & Clausing, Harvard Business Review, 68(1), 65-75, 1990.
  8. “A Prophet Unheard” by M. Young (Reporter), D. Dawson-Pick (Producer), B. Davies (Series Editor). Business Matters: A Prophet Unheard [Television Series]. United Kingdom: BBC Video. 1992.
  9. “The Quality Revolution” by R.E. Cole, Production and Operations Management, 1(1), pp. 118-120, 1992.
  10. “Made in the USA: A renaissance of quality” by J. Juran, Harvard Business Review, 71(4), pp. 42-50, 1993.
  11. “W. Edwards Deming, Expert on Business Management, Dies at 93” by J. Holusha, NY Times, 21-Dec-1993, http://nyti.ms/bxzDSN.
  12. The New Economics for Industry, Government, Education, 2nd ed. by W.E. Deming, MIT Press, 1994.
  13. “The new mantra: MVT” by R. Koselka, Forbes, 157(5), pp. 114-118, 1996.
  14. The Leader’s Handbook: Making Things Happen, Getting Things Done by P.R. Sholtes, McGraw Hill, 1998 (see Ch. 9, “Performance without Appraisal”).
  15. Deming and Goldratt: The Theory of Constraints and the System of Profound Knowledge; The Decalogue by D. Lepore & O. Cohen, North River Press, 1999.
  16. Punished by Rewards: The Trouble with Gold Stars, Incentive Plans, A’s, Praise, and other Bribes by A. Kohn, Replica Books, 1999.
  17. “Stranger in a Strange Land: How [IBM’s] Homer Sarasohn Brought Industrial Quality to Japan and Why It Took Japan So Long to Learn” by R. Cringely, The Pulpet [blog], 25-May-2000.
  18. “Abolishing Performance Appraisals” by T. Coens, M. Jenkins. Innovative Leader, 10(7), 2001.
  19. “Philip Crosby, 75, Developer Of the Zero-Defects Concept” by W. Saxon, NY Times, 22-Aug-2001.
  20. Leading Your Healthcare Organization to Excellence: A Guide to Using the Baldrige Criteria by P.L. Spath, Health Administration Press, 2004.*
  21. “Deming and Juran: The Kings Of Quality; The Japanese consider Juran’s insights even more important than Deming’s” by O. Port, Business Week, 30-Aug-2004, http://bit.ly/d6Qqdj.
  22. “Strategies for Taming the Quality Measurement Monster” by P.L. Spath, Frontiers of Health Services Management, 23(4), pp. 3-14, 2007. (pdf) *
  23. “Something Special about Southwest Airlines: What Makes It Such A Successful Business? It’s A Nice Place To Work,” CBS Sunday Morning, 2-Sep-2007. (text; video)
  24. The Healthcare Quality Book: Vision, Strategy, and Tools, 2nd ed. by E.R. Ransom, M.S. Joshi, D.B. Nash, S.B. Ransom, Health Administration Press, 2008.*
  25. “Joseph Juran, 103, Pioneer in Quality Control, Dies” by N. Bunkley, NY Times, 3-Mar-2008, http://nyti.ms/bA4nfr.
  26. “Employee Motivation: A Powerful New Model” by N. Nohria, B. Groysberg & L-E. Lee, Harvard Business Review, pp. 78-84, Jul-Aug 2008.
  27. Introduction to Healthcare Quality Management by P.L. Spath, Health Administration Press, 2009. *
  28. “Why ‘Quality’ Care Is Dangerous: The growing number of rigid protocols meant to guide doctors have perverse consequences” by J. Groopman & P. Hartzband, WSJ, p. A13, 8-Apr-2009.*
  29. “How to Write an Operations Manual” by C. Debaise, WSJ, 7-Dec-2009.
  30. Applying Quality Management in Healthcare: A Systems Approach 2nd ed. by D.L. Kelly, Health Administration Press, 2006.*
  31. “The normalization of deviance in healthcare delivery” by J. Banja, Business Horizons, 53(2), pp. 139-148, 2010.*
  32. “PRINCETON: Hospital announces layoffs and job cuts” by J. Saccenti, CentralJersey.com, 6-May-2010, http://bit.ly/daykrQ.*
  33. “Cincinnati Children’s Hospital Medical Center” by A.C. Edmondson, A. Tucker, Harvard case 609-109, 15-Jun-2010.*
  34. “Mistake-proofing healthcare: Why stopping processes may be a good start” by J.R. Grout, T.S. Toussaint, Business Horizons, 53(2), pp. 149-156, 2010, http://bit.ly/cdbvpi.
  35. Deming’s Seven Deadly Diseases (last accessed 7-Jul-2010).
  36. “China’s New Guru of Productivity: An improbable Hungarian-Israeli American is an unsung force in the country’s industrial boom” by S. Mallaby, WSJ, 19-Oct-2010.
  37. “Embracing Incentives for Efficient Health Care” by A.W. Mathews, WSJ, 28-Nov-2010.*
  38. “Don’t Come Back, Hospitals Say: Hospitals push to reduce the 4.4 million preventable hospital re-admissions a year” by L. Landro, WSJ, 7-Jun-2011.*
  39. “For Bright Ideas, Ask the Staff: Companies, Striving to Cut Costs and Encourage Innovation, Seek Suggestions From Rank and File” by R.E. Silverman, WSJ, 17-Oct-2011.
  40. “Hospitals’ Challenge: Slow Down Revolving Door” by Fred Mogul, 13-Dec-2011.
  41. “BIG MED: Restaurant chains have managed to combine quality control, cost control, and innovation. Can health care?” by A. Gawande, New Yorker, 13-Aug-2012.*
  42. “Fighting for Neutral Ground in the School Testing Wars: How a Texas district turned business guru W. Edwards Deming’s theories into an education-reform blueprint. And why it might not last” by A. Gabor, Bloomberg, 10-May-2019.

Statistical Quality Control in Services

  1. Statistical Quality Control Handbook, Western Electric Co., Inc., 1956 (the 1958 2nd ed. was printed 11 times until 1985). Also see “Western Electric Rules.”
  2. “Deutsche Allgemeinversicherung” by D. Upton, Harvard case 9-696-084, 15-Apr-1997.
  3. Statistical Process Analysis by L.C. Alwan, McGraw-Hill, 2000.
  4. “Drug Distribution at Victoria Hospital” by J.S. Haywood-Farmer, J. Pope & L. Stephenson, Ivey case 9A84D026, 5-Nov-2003.*
  5. “SPC at Harley Davidson” (video) in Operations Management, 9th ed., by J. Heizer & B. Render, Prentice Hall, 2008.
  6. “SPC at Honda” (video) in Operations Now: Supply Chain Profitability and Performance, 3rd ed., by B.J. Finch, McGraw-Hill, 2008.
  7. Statistical Process Control Resource Center, Resource Engineering, Inc. (“Online basic SPC training”; “What you need to know about SPC”)

Demand Planning / Forecasting

  1. “On knowing when to switch from quantitative to judgmental forecasts” by Sanders & Ritzman, International Journal of Operations and Production Management, 11(6), pp. 27-37, 1991.
  2. “Forecasting Practices in US Corporations: Survey Results” by Sanders & Manrodt, Interfaces, 24(2), pp. 92-100, 1994.
  3. “Sport Obermeyer, Ltd.” by J.S. Hammond, J.S. & A. Raman, Harvard case 9-695-022, 14-Feb-1996.
  4. “The full moon and ED patient volumes: unearthing a myth” by D.A. Thompson & S.L. Adams, The American Journal of Emergency Medicine, 14(2), pp. 161-164, 1996, http://bit.ly/ajnjS1.
  5. The Wisdom of Crowds by J. Surowiecki, Random House, 2004.
  6. “Wilkins, A Zurn Company: Demand Forecasting” by C. Prahinski, E.O. Olsen, Ivey case 9B06D006, 13-Sep-2006.
  7. “Using Forecasting Markets to Manage Demand Risk” by J.W. Hopman, Intel Technology Journal, 11(2), 16-May-2007. (web: http://bit.ly/aNK79u; pdf: http://bit.ly/djCKla)
  8. “The Financial Page: The Science of Success” by J. Surowiecki, The New Yorker, 83(19), p. 40, 9-Jul-2007, http://bit.ly/boDPpM.
  9. “Don’t Trust the Experts’ Forecasts, O.R. Study Says,” INFORMS Online, 28-Aug-2007.
  10. “Lehman’s Harris Tops List of Forecasters,” WSJ, 7-Feb-2008, p. A5.
  11. “Betting to Improve the Odds” by S. Lohr, NY Times, 9-Apr-2008, http://nyti.ms/akHH1x.
  12. “When Supply is of Public Interest: Roche and Tamiflu” by N. Watson, L.R. Kopczak & P. Yadav, Harvard case 9-609-061, 15-Jan-2009.
  13. “Most Bearish Forecaster Ranks at Top” by J. Lahart, WSJ, 13-Feb-2009, p. A4.
  14. “Prediction Markets: An Uncertain Future”, The Economist, 28-Feb-2009.
  15. “Top ’09 Forecasters Saw Bad Times” by J. Lahart, WSJ, 5-Feb-2010.
  16. University of Iowa’s Prediction Markets: http://www.biz.uiowa.edu/iem/markets
  17. “Forecasting Consumer Behavior” [podcast] by W. Lieberman & M. Raskin, ScienceOfBetter.org, 8-Apr-2010.
  18. “Worst Practices in Business Forecasting” by M Gilliland & U. Sglavo, Analytics, pp. 12-17, Jul/Aug 2010, http://bit.ly/ba3WOh.
  19. “Why Economic Models Are Always Wrong” by D.H. Freedman, Scientific American, 26-Oct-2011.
  20. “Welcome to the future of forecasting,” https://augur.net, retrieved 12-Dec-2017.
  21. “Prophet: Forecasting at Scale” by Taylor and Lethem, Facebook.com, 23-Feb-2017 (open source time-series forecasting tools by Facebook).
  22. “Smart Beta’s Foundation Problem” by R. Wiggins, ETF.com, 15-Mar-2018.

Inventory Management

  1. “Perishable inventory theory: A review” by S. Nahmias, Operations Research, 30(4), pp. 680-708, 1982.
  2. “Blanchard Importing & Distribution Co., Inc.,” Harvard case 9-673-033, 29-Feb-1984.
  3. “Blood inventory management: an overview of theory and practice” by G.P. Prastacos, Management Science, 30(7), pp. 777-800, 1984.
  4. “A NATION CHALLENGED: THE DOCTOR’S WORLD; Donors Flood Blood Banks, but a Steady Stream Is What’s Needed” by L.K. Altman, NY Times, 18-Sep-2001, http://nyti.ms/b2IBVO. *
  5. “Managing Service Inventory to Improve Performance” by S. Chopra and M.A. Lariviere, Sloan Management Review, 47(1), pp. 56-63, Fall-2005.
  6. “Restaurant Accounting Inventory,” Restaurant Solutions, Inc. (RSI), 3-Dec-2006.
  7. “Web-based Simulations for Teaching Queueing, Little’s Law, and Inventory Management” by G. Dobson & R. Schumsky, INFORMS Transactions on Education, 7(1), pp. 106-124, 2006. (inventory simulation; web version; pdf)
  8. “Managing Perishable and Aging Inventories: Review and Future Research Directions” by Karaesmen, I., A. Scheller-Wolf & B. Deniz. To appear in Handbook of Production Planning, Kempf, K., Keskinocak, P. & Uzsoy, P. (eds.), Kluwer International Series in Operations Research and Management Science, Advancing the State- of-the-Art Subseries, 2007.
  9. “Garbage Can Inventory Management” (video), circa 2007, Discovery Channel and Breakfast Television Toronto.
  10. “Operations Management at St. Alexius Medical Center”  (video) in Operations Now: Supply Chain Profitability and Performance, 3rd ed., by B.J. Finch, McGraw-Hill, 2008. (Go to time 5:51 and see Pyxis medicine dispenser.)
  11. “Why Inventory Management Matters”, Business Week Smart Answers PodCasts, 2-Mar-2009.
  12. RFID hospital inventory management by Wavemark CIMS, 11-Mar-2009.*
  13. “The Struggle to Find Inventory Financing for the Holidays” by K.E. Klein, Business Week Smart Answers, 11-Sep-2009.
  14. “A 30-Pack of Charmin, but Where to Store It?” by E. Gootman, NY Times, 18-Apr-2010.
  15. “What Amazon Fears Most: Diapers. Can two guys from Jersey outsell Amazon?” by B. Urstadt, Bloomberg Businessweek, 7-Oct-2010.
  16. Lemonadestands.com, the game.
  17. Coffee Shop, the game.
  18. “A Day in the Life of a Kiva Robot“, Wired Business Conference, 2011.
  19. “Show of Force: NYPD Staffing Compared with Other Cities” (a graphic with this 21-May-2014 WSJ article, p. A17).
  20. “Walmart Stumbles in Shift to Web Selling: Holidays sales were strong, but growth shrinks online as inventory misjudgment hit e-commerce warehouses” by S. Nassaur, WSJ, 20-Feb-2018.  (Walmart’s biggest single-day stock price drop in 30 years is due to… inventory mismanagement?)

Supply Chain Management/Logistics/Supplier Management

  1. “Teaching Takes Off: Flight Simulators for Management Education” by J. Sterman. OR/MS Today, pp. 40-44, October 1992.
  2. “What is the right supply chain for your product?” by Fisher, Harvard Business Review, 75(2), pp. 105-116, 1997.
  3. “The bullwhip effect in supply chains” by Lee, Padmanabhan, Whang, Sloan Management Review, 38(3), 93-102, 1997.
  4. “The Power of Virtual Integration: An Interview with Dell Computer’s Michael Dell” by J. Magretta, Harvard Business Review, 76(2), pp. 72-85, 1998.
  5. “Supply-chain strategies — Applied Materials seeks to snap ‘bullwhip effect'” by R. Ristelhueber, Electronic Buyer’s News, 22-Jan-2001.
  6. “Q&A: How Dell Keeps from Stumbling; It’s the supply chain, says its boss, Dick Hunter”, Business Week, 14-May-2001.
  7. “Chain Reaction: Managing a supply chain is becoming a bit like rocket science,” The Economist, 31-Jan-2001.
  8. “Canadian Pharmaceutical Distribution Network” by P.F. Johnson, Ivey case 9B01D014, March 28, 2002.*
  9. “Re-engineering the Drug Business” by M. Brzezinski, NY Times, 23-Jun-2002.
  10. “Hillview Hospital: The Handsoap Decision” by E.M.A. Grasby, C.C. Maurer, Ivey case 9A97J006, October 25, 2002.*
  11. “EZ Does It” [Bullwhip] by J. Surowiecki, The New Yorker, 8-Sep-2003, p. 36.
  12. “Nike Rebounds: How (and Why) Nike Recovered from Its Supply Chain Disaster” by C. Koch, CIO Magazine, 15-Jun-2004.
  13. “Information Distortion in a Supply Chain–The Bullwhip Effect”, blog entry, ManagementToday.com, 31-Dec-2004.
  14. “Agents in E-Supply Chains” by R. Singh, A.F. Salam & L. Iyer, 2005, Communications of the ACM, 48(6), 108-115, 2005.
  15. “Philips Electronics Synchronizes Its Supply Chain to End the Bullwhip Effect” by de Kok, Janssen, van Doremalen, van Wachem, Clerkx & Peeters, Interfaces, 35(1), pp. 37-48, 2005.
  16. “Evidence of bullwhip effect in healthcare sector: causes, consequences and cures” by K. Sethuraman and D. Tirupati, International Journal of Services and Operations Management, 1(4), pp. 372-394, 2005.*
  17. “How human behaviour amplifies the bullwhip effect: a study based on the beer distribution game online” by Nienhaus, Ziegenbein & Duijts, Production Planning and Control, 17(6), pp. 547-557, 2006.
  18. “Capturing Phantom Demand” by T. Parry, MultiChannel Merchant, 1-Dec-06.
  19. “The Supply Chain Game” by S. Wood, S. Chopra & P. Afeche, Responsive Learning Technologies. (assignment 1; assignment 2).
  20. Optimize Your Healthcare Supply Chain Performance: A Strategic Approach by G.R. Ledlow, A.P. Corry, M.A. Cwiek, Health Administration Press, 2007.*
  21. “Barilla SpA (A)” by J.H. Hammond, Harvard case 9-694-046, 25-Mar-2008.
  22. “Barilla SpA (B)” by J.H. Hammond, Harvard case 9-695-064, 27-Jul-2006. (Also see (C) and (D) cases.)
  23. “BMW improves demand forecasting in South Africa” by Barloworld Supply Chain Software, www.barloworldscs.com, 14-Nov-2006.
  24. “SOA is next big thing in supply chain technology. Provides a huge opportunity for operations research.” — H. Donald Radcliff, Exec. Director, Supply Chain and Logistics Institute, GA Tech (quoted at INFORMS Practice Conference, April 2008). [SOA definition 1; definition 2]
  25. “Rice feels ‘bullwhip effect’: Shortage–real or perceived–pushes prices up, causes hoarding” by J. Davis, Rocky Mountain News, 9-May-2008.
  26. Hau Lee on Supply Chains (YouTube video), 2008.
  27. “Health Care Supply Chain Design: Toward Linking the Development and Delivery of Care Globally” by K.K. Sinha and E.J. Kohnke, Decision Sciences, May 2009, 40(2) 197-212.*
  28. “Supply Chain Management at Wal-Mart” by P.F. Johnson, Ivey case 9B07D001, 4-Jun-2008.
  29. “Supply Chain Partners: Virginia Mason and Owens & Minor (A)” by V.G. Narayanan, L. Brem, Harvard Case 109076, 2009.*
  30. “Manufacturing Free Fall,” ISM Index, 1986-2008, Business Week, 17-Nov-2008, p. 9 (data source: ISM Manufacturing Report on Business; see the PMI tab)
  31. “When Supply is of Public Interest: Roche & Tamiflu” by N. Watson, L.R. Kopczak & P. Yadav, Harvard case 6-090-061, 15-Jan-2009.*
  32. “Clarity is Missing Link in Supply Chain” by P. Dvorak, WSJ, p. A1, 18-May-2009.
  33. “Diesel Cars Attempt Comeback with Clean Diesel” by C. Arnold, NPR Morning Edition, 1-Jul-09. [shortage gaming in supply chains]
  34. “Boeing Tightens Its Grip on Dreamliner Production: Company Is in Talks to Buy Fuselage Factory From Supplier; Supply Chain Woes Have Dogged 787 Program” by P. Sanders, WSJ, p. B1, 2-Jul-2009.
  35. “Boeing Sets Deal to Buy Dreamliner Plant: Company to Pay Vought Aircraft $580 Million, Forgive Cash Advances for Work on 787” by P. Sanders, WSJ, p. B3, 8-Jul-2009.
  36. “Economic Calamity as a Supply Chain Problem” by M. Sodhi, ScienceOfBetter.org, 10-Jul-2009.
  37. “Sugary Mix Is Just What the Flu Doctor Ordered” by A. Pollack, NY Times, 3-Oct-2009, http://nyti.ms/1ZSwBC.
  38. “Pricing strategies for combination pediatric vaccines and their impact on revenue: Pediarix® or Pentacel®?” by Robbins, Jacobson & Sewell, Health Care Management Science, 13(1), pp. 54-64, 2010. [shortage gaming]
  39. “Haiti: Humanitarian Logistics” [podcast] by P. Keskinocak & J. Swann, ScienceOfBetter.org, 14-Jan-2010.
  40. “ ‘Bullwhip’ Hits Firms as Growth Snaps Back” by T. Aeppel, WSJ, 27-Jan-2010, http://bit.ly/dqTyUC.
  41. “Bottler acquisition could be a risky proposition for Coke: Low-margin business could water down profits but ease supply-chain woes” by W. Spain, Market Watch, 25-Feb-2010.
  42. “Suit Over Faulty Computers Highlights Dell’s Decline” by A. Vance, NY Times, 28-Jun-2010.
  43. “Supply Chain for iPhone Highlights Costs in China” by D. Barboza, NY Times, 5-Jul-2010.
  44. Vertical integration at American Apparel.
  45. The beer game, online: beergame.lim.ethz.ch, beergame.mit.edu, masystem.com.
  46. European fiber optic manufacturer Genexis (www.Genexis.eu) focused on information flows to eliminate bullwhips in their supply chains.
  47. Supply chain management software: i2 Supply Chain Strategist, IBM ILOG LogicNet, Logility/Optiant.
  48. “Retailers Pay More to Get Cargo (No Guarantee)” by S. Clifford, NY Times, 26-Jun-2010.
  49. “The Sustainable Supply Chain” by S. Prokesch, Harvard Business Review, Oct. 2010, pp. 70-74.
  50. “Globalization, China, and the ‘bullwhip effect’ ” by C. Christopher, CSCMP’s Supply Chain Quarterly, 22-Nov-2010.
  51. “Business Inventory Gains Continue to Slow: Manufacturers Enjoyed Strong Boost From Restocking, but More Cautious Mood Among Customers, Retailers Prevails” by Vigna and Shipman, WSJ, 26-Oct-2010.
  52. “German Prosecutors Raid Ford Offices” by V. Fuhrmans, WSJ, 14-Dec-2010.
  53. “Plant Closures Imperil Global Supplies: Auto Makers and Chip Companies, Even Those Left Unscathed, Halt Most Operations Ahead of Planned Power Outages” by H. Kachi and Y. Takahashi, WSJ, 14-Mar-2011.
  54. “Lacking Parts, G.M. Will Close Plant” by N. Bunkley, NY TImes, 17-Mar-2011.
  55. “Crisis Tests Supply Chain’s Weak Links” by J. Hookway and A. Poon, WSJ, 18-Mar-2011.
  56. “Stress Test for the Global Supply Chain” by S. Lohr, NY Times, 19-Mar-2011.
  57. “Supply Shortages Stall Auto Makers” by S. Terlep, M. Ramsey, WSJ, 19-Mar-2011.
  58. “Keith Tantlinger, Builder of Cargo Container, Dies at 92” by M. Fox, NY Times, 6-Sep-2011.
  59. “MIT Supply Chain Management Program” (video) by MIT Center for Transportation and Logistics.  (What is a supply chain?) 24-Oct-2011.
  60. “Boeing Examines Supply Chain for Weak Links” by D. Kesmodel, WSJ, 30-Dec-2011.
  61. “Supply Chain News: Dr. Eli Goldratt’s Unplugged’ Interview with SCDigest”, Supply Chain Digest, 1-Feb-2012.
  62. “3M Begins Untangling Its ‘Hairballs’: Making Plastic Hooks Is Harder Than It Seems; Streamlining a Four-State 1,300-Mile Supply Chain” by J.R. Hagerty, WSJ, 16-May-2012.
  63. “Strengthening health care’s supply chain: A five-step planDramatically changing the sector’s inefficient supply chain may eliminate the dangers posed by counterfeiting and medication errors” by Ebel, Larsen, and Shah, McKinsey and Co., Sept. 2013.
  64. “Hospitals Focus on the Supply Chain: Pilot Program Tests Software to Make Ordering Implants More Efficient” by J. Walker, WSJ, 23-Feb-2014.*
  65. “Whole Foods Works to Reduce Costs and Boost Clout With Suppliers:
    Moves aim to head off stiffer competition from the likes of Kroger and Costco” by I. Brat, WSJ, 14-Feb-2016.
  66. “Target Hires Executive to Lead Supply Revamping: Retailer is combining local selections with distribution overhaul” by P. Ziobro, WSJ, 29-Feb-2016.
  67. “Gucci’s Surge and the Power of a Responsive Supply Chain,” Business of Fashion, 27-Oct-2017.
  68. “Adidas Runs Into Supply-Chain Problems in Crucial North American Market: Shares fall amid concern the sporting-goods maker could lose ground to rival Nike” by S. Germano, WSJ, 14-Mar-2019.
  69. “The Key to the Long Expansion? Logistics” by Andy Kessler, WSJ, 7-July-2019.
  70. “Consumer Demand Snaps Back. Factories Can’t Keep Up” by B. Tita and A. Hufford, WSJ, 22-Feb-2021.
  71. “Retailers Couldn’t Stock Hand Sanitizer Fast Enough. Now They Can’t Give It Away.” by J. Kang, WSJ, 20-May-2021.
  72. “What the Global Shortage of Computer Chips Means for You” by Interesting Engineering, 23-March-2021.
  73. “Dual Challenge: Combating The Shortage Of Labor Workers And Supply Chain Breakdown” by A. Chang, NPR All Things Considered, 28-Sept-2021.
  74. “‘I would strongly recommend against’ buying in bulk right now, says supply chain expert: Here’s why” by A. Shrikant, Acorns Grow Inc. (CNBC), 28-Sept-2021.
  75. “Pandemic supply-chain issues now mean a shortage of glass jars and bottles” by S. Horsley, NPR All Things Considered, 12-Oct-2021.
  76. “Biden orders companies to ease supply chain bottlenecks or he’ll ‘call them out’” by D. Smith, Guardian, 13-Oct-2021.
  77. “Walmart, Gap and Others Amass $45 Billion in Extra Stuff to Sell” by B. Chase and A.C. Smith, Bloomberg, 28-May-2022.
  78. “The CEO Who Says an Asteroid Is Coming to Destroy America’s Businesses: He’s a supply-chain logistics geek with a huge following—and a dire warning about tariffs” by B. Cohen, WSJ, 2-May-2025.

Project Management

  1. “Creating Project Plans to Focus Project Development” by S.C. Wheelwright & K.B. Clark, Harvard Business Review, 70(2), pp. 70-82, 1992.
  2. The Mythical Man-Month: Essays on Software Engineering, Anniversary ed. (2nd ed.) by F.P. Brooks, Addison-Wesley, 1995.
  3. Critical Chain by E. Goldratt, North River Press, 1997.
  4. The Deadline: A Novel about Project Management by T. DeMarco, Dorset House Publ. Co., 1997.
  5. New York: A Documentary Film, by Ric Burns, PBS Video, 1999.  (“[The Erie Canal] was one of the few public works projects in New York that didn’t have a cost overrun, was finished on schedule, in fact it paid for itself by being partially open before it was fully completed.”–episode 1, time 1:38:00).
  6. Example of Murphy’s Law: “A Series of Unfortunate Events” [on the Internet 2004], snopes.com.
  7. “The Thirteen Scariest Things in IT in 2006: #10, Headhunters” [cartoon] by M. Vizard, B. Moore, eWeek, Oct. 2006.
  8. “Projects Stall in Orange County,” WSJ, p. B5C, 30-Jan-2008.
  9. “Lights Out at the Penitentiary: Strapped States are Shutting Prisons, But Moving 1,100 Inmates–Beds and All–Is a Trial” by G. Fields, WSJ, p. A1, 5-Sep-2009.
  10. Launching a Healthcare Capital Project, 2nd ed. by J.E. Kemper, Health Administration Press, 2010.*
  11. Dilbert, by Scott Adams: 22-Jan-1995 (my favorite), 24-Aug-2000, 12-Aug-2003, 2-Feb-2004, 5-Sep-2004, 15-Feb-2007, cartoon 3, 9-Nov-2008, 29-Nov-2009, 5-Mar-2010, 8-Mar-2010, 4-Apr-2010, 19-Apr-2010, 25-Apr-2010, 29-Apr-2010 (in general, go to http://dilbert.com/strips and search “project”).
  12. “World’s tallest building to be built in only 90 days” by J. Holloway, Gizmag, 18-June-2012.
  13. “Amazon’s Cashierless ‘Go’ Convenience Store Set to Open: Online retailer says, after yearlong delay, it finally has trained its in-store algorithms” by L. Stevens, WSJ, 21-Jan-2018. (“Amazon announced the new Go store with fanfare in December 2016, and said it would open to the public in early 2017. The opening was delayed, however, as the technology proved more difficult to master than expected…”)  Also see this Tweet.

Project Management: The Boeing 787 Case Study

  1. “Boeing Scrambles to Repair Problems with New Plane: Layers of Outsourcing 787 Production; ‘Hostage to Suppliers’ ” by J.L. Lunsford, WSJ, p. A1, 7-Dec-2007.
  2. “Boeing, After Initial Delay, Says 787 Is on Track” by A. Keeton, WSJ, 12-Dec-2007, p. A14.
  3. “Boeing Delays 787 Again,” Rueters, 9-Apr-2008.
  4. “Boeing Delays 787 Again,” Reuters, 11-Dec-2008.
  5. “Boeing Delays New Jet Again: Flaw Postpones 787 Dreamliner’s Delivery; Irked Customers Turn to Rival Airbus” by P. Sanders, D. Michaels & A. Cole, WSJ, p. A1, 24-Jun-2009.
  6. “Yet another 787 delay puts Boeing’s credibility at risk” by D. Reed, USA Today, 24-Jun-2009.
  7. “Boeing Feels New Pressure to Placate Its 787 Buyers” by P. Sanders & D. Michaels, WSJ, p. B1, 29-Jun-2009.
  8. “BA Presses Boeing for Break on Orders: Renegotiated Payments for Dreamliner Are Sought, Putting Funding Pressure on Plane Maker” by D. Michaels, WSJ, p. B1, 30-Jul-2009.
  9. “Boeing Plays Down Latest Flaw With 787: New Dreamliner Problem Wasn’t Announced in June Because Issues Weren’t Seen as Serious” by P. Sanders, WSJ, p. B1, 15-Aug-2009.
  10. “Boeing Dreamliner to Fly in 2009” by P. Sanders, WSJ, 28-Aug-2009.
  11. “Dreamliner Executive to Depart at Boeing” by P. Sanders, A. Cole, WSJ, p. B1, 1-Sep-2009.
  12. “Boeing Settles in for a Bumpy Ride: Further Delays–and a $1 Billion Charge–for Revamped 747 Follow Litany of Separate Production Hassles for Dreamliner” by P. Sanders, WSJ, p. B1, 7-Oct-2009.
  13. “Dreamliner Production Gets Closer Monitoring” by D. Michaels, P. Sanders, WSJ, p. B1, 7-Oct-2009.
  14. “Long Overdue, Boeing Dreamliner Taxis Toward Its First Test Flight” by P. Sanders, WSJ, p. B1, 7-Dec-2009.
  15. “European Buyers of Airbus Plane Agree to Cover Its Cost Overruns” by N. Clark, NY Times, 5-Mar-2010.
  16. “Boeing 787 Delays: Will the Seventh Missed Deadline Be the Last?” by P. Cohan, Daily Finance, 15-July-2010.
  17. “Boeing delays Air Canada’s 787 deliveries again,” Reuters, 9-Mar-2011.
  18. “Boeing Sees Long-Delayed 787 Deliveries Starting in Third Quarter” by P. Sanders and D. Cameron, WSJ, 19-Jan-2011.
  19. “Boeing Dreamliner 787 carries 1st passengers” by S. Mayerowitz, San Fran Chronicle, 27-Oct-2011.
  20. “Dreamliner’s Here: Now Learn to Fly It” by D. Cameron, WSJ, 1-Nov-2011.
  21. “Airbus Tries to Exploit Training Time Needed for ANA Pilots on Boeing 787” by A. Pasztor and D. Kesmodel, WSJ, 7-Nov-2011.
  22. “Boeing Hits a Milestone: Factory Rolls Out First Dreamliner to Go Directly Into ‘Preflight Operations’” by J. Ostrower, WSJ, 8-June-2012.
  23. “Hit by Delays, Airbus Tries New Way of Building Planes” by D. Michaels, WSJ, 11-July-2012.
  24. “United Dreamliner Flight Diverted for Mechanical Issue” by J. Ostrower & J. Nicas, WSJ, 4-Dec-2012.
  25. Ok, I’m tired of tracking the problems. Here’s a good interactive summary through 16-Jan-2012 by the WSJ.

Appointment Scheduling

  1. Innovations in appointment scheduling: http://www.yafferuden.com/html/ontime.html and www.onemedical.md *

Workforce Scheduling

  1. Call Center Management in der Praxis: Strukturen und Prozesse betriebswirtschaftlich optimieren by S. Helber & R. Stolletz, Springer, 2004. (See Chapter 10, “Die Schicht- und Personaleinsatzplanung: Wer macht wann was?”)
  2. “Memorial Hospital” in Krajewski, Ritzman, Malhotra, Operations Management 9/e, Pearson/Prentice Hall, Chapter 14, pp. 537-538.*
  3. “Spreadsheet Model Helps to Assign Medical Residents at the Univ. of Vermont’s College of Medicine” by Ochinnikov and Milner, Interfaces, 38(4), 2008, pp. 311-323.*
  4. “Building Cyclic Schedules for Emergency Department Physicians” by Y. Ferrand, M. Magazine, U.S. Rao, T.F. Glass, Interfaces, 2011, 41(6), 521-533.
  5. “Prison Operator Settles Staffing Dispute in Idaho” by J. Millman, WSJ, 6-Feb-2014.

Globalizing Operations

  1. “Lincoln Electric’s Harsh Lessons from International Expansion” by D.F. Hastings, Harvard Business Review, 77(3), pp. 162-178, 1999.
  2. “The Secret to Our Sauce” by T.L. Friedman, NY Times, 7-Mar-2004.
  3. “Electrosteel Castings Limited” by N. Bahl & R. Klassen, Ivey case 9B02D016, version (a), 7-Dec-2004.
  4. “Frontline: Is Wal-Mart Good for America?” PBS Video, 2004.
  5. “What’s right about Wal-Mart” by Jack & Suzy Welch, Business Week, Vol. 3982, p. 112, 1-May-2006.
  6. The World Is Flat: A Brief History of the Twenty-First Century by T.L. Friedman, Farrar, Straus & Giroux, New York, 2006.
  7. “The Thirteen Scariest Things in IT in 2006: #3, Globalization” [cartoon] by M. Vizard, B. Moore, eWeek, Oct. 2006.
  8. “Engineering Jobs Become Car Makers’ New Export”, WSJ, pp. B1-B2, 7-Feb-2008.
  9. “Factories in China’s South Coast Lose Their Edge: Thousands Close As Increased Costs Alter the Equation”, WSJ, p. A9, 22-Feb-2008.
  10. “Former KBR Executive Pleads Guilty to Bribery” by C. Krauss, The NY Times, 8-Sept-2008.
  11. “Halliburton, KBR to Pay Record Fine” by K.E. Grace, WSJ, p. B2, 11-Feb-2009.
  12. “Delta Airlines Ends Use of India Call Centers” by P. Prada, N Sheth, WSJ, p. B1, 18-Apr-2009.
  13. “Coming Home: Appliance Maker Drops China to Produce in Texas” by T. Aeppel, WSJ, p. B1, 24-Aug-2009.
  14. “Bangkok’s Bumrungrad Hospital: Expanding the Footprint of Offshore Health Care” by Knowledge at Wharton, 2-Sep-2009 (free account log-in required). *
  15. “Ikea Tries to Build a Case Against Russian Corruption” by A.E. Kramer, NY Times, 11-Sep-2009.
  16. The Handbook of Global Outsourcing and Offshoring by I. Oshi, J. Kotlarsky, L.P. Willcocks, Palgrave-MacMillan, 2009.
  17. Vested Outsourcing: Five Rules That Will Transform Outsourcing by K. Vitasek with M. Ledyard & K. Manrodt, Palgrave-MacMillan, 2010.
  18. Corruption Perceptions Index by Transparency International.
  19. “How I Saved My Company: Darn Tough Vermont“

    , NY Times, 7-Jul-2010.

  20. “Measuring the Human Cost of an iPad Made in China” by J. Bussey, WSJ, 3-Jun-2011.
  21. “Re-Shoring: Manufacturers Make a U-Turn” by C. Morris, CNBC, 23-May-2012.

Service Facility Location and Layout

  1. Healthcare Facility Planning: Thinking Strategically by C. Hayward, Health Administration Press, 2005.*

Technology Issues in Operations

  1. “Hewlett-Packard: The Flight of the Kittyhawk” by G.C. Rogers & C. Christensen, Harvard case 9-697-060, 7-Mar-1998.
  2. “Silicon Graphics, Inc. (A)” by M. Iansiti & E. Stein, Harvard case 9-695-061, 15-Dec-1997.
  3. “Silicon Graphics, Inc. (B)” by A. MacCormack & M. Iansiti, Harvard case 9-697-038, 24-Sep-1996.
  4. “Hewlett-Packard: Singapore (A) to (C)” by G. Thill & D. Leonard-Barton, Harvard cases 9-694-035 to 037, 4-Jun-1994.
  5. “Hewlett-Packard: Singapore (D)” D. Leonard-Barton & D. Kiron, Harvard case 9-603-053, 4-Sep-2002.
  6. “Toyota Motor Corporation: Launching Prius” by F. Reinhardt, D. Yao & M. Egawa, Harvard case 9-706-458, 7-Dec-2006.
  7. “Dr. Nicholas Burns, DDS” by J.S. Haywood-Farmer & E. Mitsis, Ivey case 9B07D007, 15-May-2007.*

Other Health Care Publications

  1. Focused Operations Management for Health Services Organizations by B. Ronen, J.S. Pliskin & S. Pass, Jossey-Bass, 2006. *
  2. Health Care Operations Management: A Quantitative Approach to Business and Logistics by J.R. Langabeer, Jones & Bartlett Publishers, 2007. *
  3. Healthcare Operations Management by D.B. McLaughlin & J.M. Hays, Health Administration Press, 2008. *
  4. Quantitative Methods in Health Care Management: Techniques and Applications by Y.A. Yozcan, Jossey-Bass, 2009. *
  5. Health Services Management: Cases, Readings, and Commentary, 9e, by A.R. Kovner, A.S. McAlearney, D. Neuhauser, Health Administration Press, 2009. *
  6. “St. Vincent’s Is the Lehman Brothers of Hospitals: Its demise was only the beginning. An alarming number of New York’s major medical institutions are teetering on the financial edge.” by M. Levine, New York Magazine, 17-Oct-2010.
  7. “Healthcare Management Engineering: What Does This Fancy Term Really Mean?” by A. Kolker, Springer, 2012.

Business Analytics/O.R./Tools

  1. “Weighing the Pros and Cons of Decision Technology in Spreadsheets: In spite of drawbacks, 30 million users tip the scales in favor of using the analytical vernacular of management” by Sam Savage, OR/MS today, 24(1), February 1997.
  2. Queueing Toolkit 4.0 [free Excel add-in] by A. Ingolfsson and F. Gallop, 2003.
  3. “Spreadsheets in Clinical Medicine—A Public Health Warning” by Croll and Butler, Proceedings of the European Spreadsheet Risks Interest Group, 2006.
  4. “Emergency! Pandemic” [podcast] by S. Jacobson, ScienceOfBetter.org, 5-Sep-2009. *
  5. “Competing on Analytics” [podcast] by T. Davenport, ScienceOfBetter.org, 22-Sep-2009.
  6. “How Can You Squeeze 30% Out of Healthcare Costs?” [podcast] by W. Carter, ScienceOfBetter.org, 19-Jun-2010. *
  7. “Tiny brained bees solve a complex mathematical problem” by Simon Levey, Queen Mary, University of London, 25-Oct-2010.
  8. “Health Care O.R.” by B. Denton and V. Verter, OR/MS Today, October 2010, 37(5), pp. 54-56.*
  9. “O.R. in the E.R.” by D. Eitel and D.A. Samuelson, OR/MS Today, August 2011, 38(4).*
  10. Analytics: Special Issue on Healthcare Analytics, INFORMS, Jan/Feb 2012 issue.*
  11. “Computer Scientists Break the ‘Traveling Salesperson’ Record” by E. Klarreich, Wired, 10-Oct-2020.
  12. “How to Create the Perfect Seating Plan  Using Analytics” by M. Meketon & E. Murray, Oliver Wyman Insights, December 2023.

Historical

  1. “A lesson learned and a lesson forgotten” by R.C. Wood, Forbes, 6-Feb-1989, pp. 70-78.
  2. “Not so fast: Scientific Management began as a way to work. How did it become a way of life?” (history of Management Consulting) by J. Lepore, New Yorker, 12-Oct-2009.
  3. “A four-decade view of changes in OM” by J. Heizer, B. Render, J. Heyl, OR/MS Today, Feb. 2011, p. 8.
  4. “Modern World: On the Evolution of Operations Research” by S. Gass, Interfaces, July-Aug 2011, 41(4), 389-393.

Careers in Business Operations

  1. “A Career in Business Operations” by G. Beyer, WSJ, 13-Sep-2010.
  2. “Making College Pay” by editorial board of the NY Times, 12-Feb-2014. (See this quote! “Right now, the outlook for more good jobs at good pay is not good. According to recent data from the Bureau of Labor Statistics, of the 20 occupations expected to add the most new jobs from 2012 to 2022, only one — general and operations management — requires a bachelor’s degree. It also pays well — the median salary in 2012 was $95,440. Most of the other big-growth occupations offered very low or moderate pay…”)
  3. “College graduate starting salaries are at an all-time high—and these 10 majors earn the most” by AJ Hess, CNBC, 1-Sept-2021.
  4. “Forget Finance. Supply-Chain Management Is the Pandemic Era’s Must-Have MBA Degree” by M. Boyle, Bloomberg-Businessweek, 3-Sept-2021.

Managing Teams/People

  1. “What Google Learned from Its Quest to Build the Perfect Team” by C. Duhigg, NY Times, 25-Feb-2016.

* Indicates media with healthcare content.