Research Summary
Research Summary
Quality in Service Operations
Description
Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically, he is exploring how the structural characteristics of a service operation bound its potential responses to imbalances between demand and capacity. He is using formal simulation models (system dynamics), grounded and calibrated through detailed field studies, to evaluate how the intensity and timing of these responses -- overtime, reduction of time per order, and investment in additional capacity -- impact the sustainability of business performance.