Yong-Pin Zhou

 

Department of Information Systems and Operations Management

University of Washington Business School

Box 353200, Seattle, WA 98195-3200

http://faculty.washington.edu/yongpin

 

ACADEMIC POSITIONS HELD

Michael G. Foster School of Business, University of Washington, Seattle, Washington

Department of Information Systems and Operations Management (formerly  Management Science)

Associate Professor, 2007 – Present

Assistant Professor, 2000 – 2007

 

EDUCATION

The Wharton School, University of Pennsylvania, Philadelphia, Pennsylvania, 1995-2000

Ph.D. in Managerial Science and Applied Economics, August 2000

M.A. in Managerial Science and Applied Economics, May 1997

 

The Johns Hopkins University, Baltimore, Maryland, 1993-1995

M.A. in Mathematics, May 1995


Shanghai Jiao Tong University, Shanghai, China, 1990-1993

Dual B.S. in Electrical Engineering and Applied Mathematics, July 1993

 

HONORS, AWARDS, AND FUNDING

·        Meritorious MSOM Service Award, 2008

·        Dean’s Faculty Research Award for 2006, Business School, University of Washington

·        Faculty Early Career Development (CAREER) Award, National Science Foundation, 2007-2012. Title: “Service Quality and Its Operational Impacts”

·        Second Place, INFORMS JFIG (Junior Faculty Interest Group) Paper Competition, 2006 (for "Call Center Outsourcing: Coordinating Staffing Level and Service Quality" with J. Ren)

·        Dean’s Junior Faculty Research Award for 2005, Business School, University of Washington

·        Summer Fellowship, The Global Business Center, University of Washington, Summer (2003-2005, 2007)

·        Summer Research Fund, The Business School, University of Washington, Summer (2003-2008)

·        Finalist, INFORMS George Nicholson Student Paper Competition, April 1999

·        Recipient, OPIM Award of Excellence for Teaching Assistance, OPIM Department, Wharton School, University of Pennsylvania, February 1998

·        Sloan Research Fellow, Wharton Financial Institutions Center, Summer 1997 - August 2000

·        Honorable Mention, (International) Mathematical Contest in Modeling, 1992 (3-person team)

 

RESEARCH INTERESTS

·        Service Operations Management (call centers, quality-related issues, etc.)

·        Supply Chain Management (supply chain design, cross-docking, etc.)

·        Operations/Marketing interface issues (inventory, pricing, etc.)

·        Operations/IT interface issues (capacity, incentive, etc.)

·        Stochastic Models, Queueing Applications, Markov Decision Processes

·        Human Resource Issues in Operations (turnover, learning)

 

PUBLICATIONS

1.      "Managing Learning and Turnover in Employee Staffing," with N. Gans. Operations Research, 50(6), Nov-Dec 2002.

2.      "A Call-Routing Problem with Service-Level Constraints," with N. Gans. Operations Research, 51(2), Mar-Apr 2003.

3.      "Managing Response Time in a Call-Routing Problem with Service Failure," with F. de Véricourt. Operations Research, 53(6), Nov-Dec 2005.

4.      "On the Incomplete Results for the Heterogeneous Server Problem," with F. de Véricourt, Queueing Systems, 52(3), March 2006.

5.      "Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Life-Time Value," with T. Ho and Y.-H. Park. Marketing Science, 25(3), May-June 2006. (This is a regular paper, see Marketing Science, 25(5).)

6.      "Coordinated Replenishment and Shipping Strategies in Inventory/Distribution Systems," with M. Gurbuz and K. Moinzadeh.  Management Science at Management Science, 53(2), February 2007.

7.      "Call Routing Schemes for Call-Center Outsourcing," with N. Gans. Manufacturing & Service Operations Management, 9(1), Winter 2007.

8.      "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," with J. Ren. Management Science, 54(2), February 2008.

9.      "Incorporating Delay Mechanism in Ordering Policies in Multi-Echelon Distribution Systems," with K. Moinzadeh.  IIE Transactions, 40(4), 2008.

10.  "Analysis of Scale Effects in Peer-to-Peer Networks," with Y.-M. Li and Y. Tan. IEEE/ACM Transactions on Networking, 16(3), June 2008.

11.  “Call Center Routing Strategies in the Presence of Servers with Heterogeneous Performance Attributes,” with K. Ross and V. Mehrotra. Proceedings of the NSF CMMI Conference, Knoxville, TN, 2008.

12.  “Strategic Consumer Response to Dynamic Pricing of Perishable Products,” with M. Cho and M. Fan. Paper (195K PDF). Chapter 17 of “Consumer-Driven Demand and Operations Management Models: A Systematic Study of Information-Technology-Enabled Sales Mechanisms”, Netessine and Tang (Eds.), Springer. Forthcoming, 2009.

 

WORKING PAPERS

13.  “An Empirical Study of Revenue Management Practices in the Airline Industry,” with M. Cho and M. Fan.

14.  “A Single-Supplier, Multiple-Retailer Model with Single-Season, Multiple-Ordering Opportunities and Fixed Ordering Cost,” with A. Jain and K. Moinzadeh.

15.  “Service Outsourcing,” with J. Ren, for the Wiley Encyclopedia of Operations Research and Management Science.

16.  “A Single-Server Queue with Markov Modulated Service Times,” with N. Gans.

17.  “Parametric Stochastic Programming Models for Call-Center Workforce Scheduling,” with N. Gans, H. Shen, N. Korolev, A. McCord, and H. Ristock.

 

RESEARCH IN PROGRESS

18.   “Dynamic R&D Capacity Management and Project Admission in R&D Pipelines,” with Y. Xu.

19.  “Variability in Supply Chain Leadtimes: The impact of Customs Compliance Activities,” with T. Klastorin.

20.  “On the King County Homeless Population,” with C.-C. Kuo and T. Klastorin.

21.  “On New Product Introduction and Competition,” with A. Ozler and T. Klastorin.

 

 

SERVICES

  • Associate Editor, Management Service, 2009-present
  • Associate Editor, Manufacturing & Service Operations Management, 2007-present
  • Member of the editorial board, 2005, Manufacturing & Service Operations Management
  • National Science Foundation Grant Proposal Reviewer, May 2008
  • Ad hoc reviewer

European Journal of Operational Research, IIE Transactions, Management Science, Manufacturing and Service Operations Management, Mathematical Methods of Operations Research, Naval Research Logistics, Operations Research, Production and Operations Management, Queueing Systems

  • Co-chair, MSOM cluster, INFORMS conference, Seattle, 2007
  • Session chair,
    • “Advances in Call Center Workforce Management,”  MSOM sponsored session, INFORMS Miami Beach National Meeting (October 13, 2008)
    • “Flexibility in Call Centers & Other Service Operations”, MSOM sponsored session, INFORMS Miami Beach National Meeting (November 6, 2001)
    • “Call Center-Related Research”, OR/MS in the Service Industries invited session, INFORMS San Antonio National Meeting (November 7, 2000)
  • Member, various University of Washington committees

 

TEACHING INTERESTS

·        Service Operations Management

·        Operations Management in general

·        Operations Research and Management Science

·        Logistics and Distribution Systems


TEACHING CASE

  • “The Boeing Fredrickson Composite Manufacturing Center (CMC),” (with teaching note).  Developed for the Aerospace Industry Manufacturing Seminar (AIMS), with R. Nolan, T. Schmitt, and the AIMS87 class.

 

TEACHING EXPERIENCE

The Michael G. Foster School of Business, University of Washington, Seattle

  • Executive Teaching

o         Aerospace Industry Manufacturing Seminars (for Boeing): Autumn 2008; Spring 2008; Autumn 2007

o         SK Global Management Program (for SK Group): Summer 2008

o         Executive Development Program: Winter 2008

  • MBA Teaching

o         Operations Management (Executive MBA), Winter 2009; Winter 2008; Winter 2007; Winter 2003

o         Operations Management (Evening MBA), Autumn 2005

  • Undergraduate Teaching

o         Principles of Operations Management (Core), Spring, Autumn, 2008; Spring 2007; Winter 2006; Winter 2005; Winter, Autumn 2004; Spring, Autumn 2003; Winter, Spring, Autumn 2001;

o         Service Operations Management (Elective), Spring 2002

  • Guest Lecturer

o         Teaching Development Seminar, Business School, University of Washington, "Going beyond the textbook", October 2002

 

The Wharton School, University of Pennsylvania

  • Instructor

o         Production and Operations Management (Undergraduate), Fall, 1999

  • Guest Lecturer

o         Service Processes Management (MBA Elective), October, 1998

o         Concepts of Mathematical Programming (Ph.D., M.S.), October, 1996

 

INVITED PRESENTATIONS

  • 2009: Cox School of Business, Southern Methodist University
  • 2008: The Johnson Graduate School of Management, Cornell University
  • 2007: Merage School of Business, University of California, Irvine
  • 2006: University of Washington (Industrial Engineering Department); Fuqua School of Business, Duke University
  • 2005: Ross School of Business, University of Michigan; University of Washington (Business School)
  • 2004: Kellogg School of Management, Northwestern University; Call Center Workshop, Le Centre de Recherches Mathématiques, Université de Montréal, Canada ; University of British Columbia, Canada; University of Alberta, Canada
  • 2003: University of Washington (Industrial Engineering Department)
  • 2000: Dartmouth College; INSEAD, France; Northwestern University; Purdue University; Stanford University; The College of William & Mary; University of California, Berkeley; University of California, Riverside; University of Iowa; University of Washington, Seattle
  • 1999: University of Florida; University of Rochester

 

CONFERENCE PRESENTATIONS

  • NSF CMMI Engineering Research and Innovation Conference 2008, Knoxville,

o         "Call Center Routing Strategies in the Presence of Servers with Heterogeneous Performance Attributes", part of the CAREER grant entitled “Service Quality and Its Operational Impacts” (January 07-10)

  • INFORMS Pittsburgh National Meeting

o         "On the Threshold Purchasing Behavior of Customers Facing Dynamically Priced Perishable Products", MSOM sponsored session (November 5, 2006)

  • INFORMS Denver National Meeting

o         "Online Purchasing Strategies for Dynamically Priced Perishable Products", MSOM sponsored session (October 24, 2004)

  • INFORMS Atlanta National Meeting

o         "Variability in Supply Chain Leadtimes:  The Impact of Customs Compliance Activities", MSOM sponsored session (October 20, 2003)

  • MSOM Meeting, Ithaca, 

o         "Managing Response Time and Service Quality in a Call Allocation Problem"  (June 17, 2002)

  • INFORMS San Antonio National Meeting

o         "Call Routing with Service Level Constraints", Applied Probability sponsored session (November 7, 2000)

o         "Staffing with Employee Learning and Turnover", MSOM sponsored session (November 6, 2000)

  • INFORMS Philadelphia National Meeting

o         "A Single-Server Queue with Markov Modulated Service Times", Applied Probability sponsored session (November 9, 1999)

o         "Skills-Based Routing with Service Level Constraints", MSOM sponsored session (November 8, 1999)

  • INFORMS Cincinnati National Meeting

o         "A Single-Server Queue with Markov Modulated Service Times (M/MMPP/1 queue)" (May 4, 1999)

o         "Managing Learning and Turnover in Manpower Planning", Nicholson Student Paper Competition Finalist Presentation (May 2, 1999)

o         "Managing Learning and Turnover in Manpower Planning", MSOM sponsored session (May 2, 1999)

  • INFORMS Seattle National Meeting

o         "Learning & Turnover by Telephone Call Center Employees" (October 27, 1998)

 

PROFESSIONAL AFFILIATIONS

  • Member, Institute for Operations Research and the Management Sciences (INFORMS)
  • Member, Institute for Supply Management (ISM)
  • Member, Overseas Chinese Scholars Association in Management Science and Engineering (OCSAMSE)