Yong-Pin Zhou (周永頻)

 

Department of Information Systems and Operations Management

Michael G. Foster School of Business, University of Washington

Box 353226, Seattle, WA 98195-3226

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, 2000 – Present

Ever McCabe Fellow, 2008–Present

Faculty Director, Master of Supply Chain Management (MSCM) program, 2017-Present

Director, Center for Management Innovation, USTC-UW Institute, 2017-Present

 

School of Business, The University of Hong Kong, Hong Kong, S.A.R. China, 2012 – 2014

 

EDUCATION

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

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

            Dissertation Title: “Effective Management of Inbound Telephone Call Centers”

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 AND AWARDS

·       PhD Faculty Mentor Award, Foster School of Business, University of Washington, Seattle, 2020

·       OPMGT/QMETH Faculty of the Year, Foster School, University of Washington, 2017-2018

·       Second Place, INFORMS Behavioral Operations Management Section Best Working Paper Award, 2016

               “Impact of Queue Configuration on Service Time: Evidence from a Supermarket”

·       Global Executive MBA Teaching Award, Foster School of Business, University of Washington, Seattle, 2015, 2016

·       Meritorious Service AwardM&SOM Journal, 2008, 2014

·       Meritorious Service Award, Management Science Journal, 2013

·       Selected as Boeing Welliver Faculty Fellow, Summer 2009

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

·       Second Place, INFORMS JFIG (Junior Faculty Interest Group) Paper Competition, 2006

“Call Center Outsourcing: Coordinating Staffing Level and Service Quality”

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

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

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

 

 

FUNDING

·       PI, “Improving Customer Experience through Delay Announcements,” Research Grant from Didi, 2019-Present

·       PI, General Research Fund (GRF), Hong Kong Research Grant Council (RGC), 2013-2015. Title: "Models and Analysis of Dual-Channel Supply Chain Strategies"

·       Project co-leader, National Natural Science Foundation of China (Project No. 71171023), Jan. 2011 – Dec. 2014. Title: "Customer Lifetime Value Modeling and Marketing Strategy in Semi-contract Setting"

·       Project co-leader, Cooperation research foundation NSFC-NSF of the National Natural Science Foundation of China (Project No. 70911120262), Sep. 2009 – Dec. 2009. Title: “The impact of culture variable on CLV: the comparative research between USA and China”

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

·       Summer Fellowship, The Global Business Center, University of Washington, (2003-05, 2007)

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

 

PUBLICATIONS

·     “Call to Duty: Just-in-Time Scheduling in a Restaurant Chain,” M. Kamalahmadi, Q. Yu, and Y.-P. Zhou. Management Science, forthcoming, 2020.

·     “Impact of Supply Chain Transparency on Sustainability under NGO Scrutiny,” S. Chen, Q. Wang, and Y.-P. Zhou. Production and Operations Management, 28(12), 2019.

·     “Impact of Queue Configuration on Service Time: Evidence from a Supermarket,” J. Wang, Y.-P. Zhou. Management Science, 64(7), 2018.

·      “To Preannounce or Not: New Product Development in a Competitive Duopoly Market.” T. Klastorin, H. Mamani, Y.-P. Zhou. Production and Operations Management, 25(12), 2051-2064, 2016.

·       “Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling.” N. Gans, H. Shen, Y.-P. Zhou, N. Korolev, A. McCord,  H. Ristock. Manufacturing & Service Operations Management, 17 (4), 571-588, 2015.

·        “How does customer self-construal moderate CRM value creation chain?” J. Qi, Q. Qu, Y.-P. Zhou. Electronic Commerce Research and Applications, 13 (5), 295–304, 2014.

·        “A Single-Supplier, Multiple-Retailer Model with Single-Season, Multiple-Ordering Opportunities and Fixed Ordering Cost.” A. Jain, K. Moinzadeh, Y.-P. Zhou. Operations Research, 60(5), September/October 2012.

·       “Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study”, J. Qi, Y.-P. Zhou, W. Chen, and Q. Qu. Information Technology and Management, 13 (4), 281-296, 2012.

·        “Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers.” V. Mehrotra, K. Ross, G. Ryder, Y.-P. Zhou. Manufacturing & Service Operations Management, 14(1), Winter 2012.

·       “Service Outsourcing.” J. Ren, Y.-P. Zhou. Book chapter in the Wiley Encyclopedia of Operations Research and Management Science.

·       “Strategic Consumer Response to Dynamic Pricing of Perishable Products.” M. Cho, M. Fan, Y.-P. Zhou. Chapter 17 of Consumer-Driven Demand and Operations Management Models: A Systematic Study of Information-Technology-Enabled Sales Mechanisms, Netessine and Tang (Eds.), Springer. June, 2009.

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

·       "Incorporating Delay Mechanism in Ordering Policies in Multi-Echelon Distribution Systems." K. Moinzadeh, Y.-P. Zhou. IIE Transactions, 40(4), 2008.

·       "Call Center Outsourcing: Coordinating Staffing Level and Service Quality." J. Ren, Y.-P. Zhou. Management Science, 54(2), February 2008.

·       "Call Routing Schemes for Call-Center Outsourcing." N. Gans, Y.-P. Zhou. Manufacturing & Service Operations Management, 9(1), Winter 2007.

·       "Coordinated Replenishment and Shipping Strategies in Inventory/Distribution Systems." M. Gurbuz, K. Moinzadeh, Y.-P. Zhou. Management Science at Management Science, 53(2), February 2007.

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

·       "On the Incomplete Results for the Heterogeneous Server Problem." F. de Véricourt, Y.-P. Zhou. Queueing Systems, 52(3), March 2006.

·       "A Routing Problem for Call Centers with Customer Callbacks after Service Failure." F. de Véricourt, Y.-P. Zhou. Operations Research, 53(6), Nov-Dec 2005.

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

·       "Managing Learning and Turnover in Employee Staffing." N. Gans, Y.-P. Zhou. Operations Research, 50(6) Nov-Dec, 2002. 

 

WORKING PAPERS

·       “Two Queues or One Queue: Service Strategy and Pricing Based on Loss Aversion.” J. Liu, Y.-P. Zhou, J. Chen. Under revision for Operations Research

·       “Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Ride-Sharing Platform.” Q. Yu, Y. Zhang, and Y.-P. Zhou. Under revision for Management Science

·       “Pooling Servers for Customer-Intensive Services: Theory and Experimental Evidence.” L. Yang, S. Cui, S. Ulku, Z. Wang, and Y.-P. Zhou. Under revision for Operations Research

·       “Customer Segmentation and Fairness: A Queueing Perspective,” J. Liu, Y.-P. Zhou. Under revision for Management Science

·       “Store Fulfillment Strategies for an Omni-Channel Retailer,” E. Alishah, K. Moinzadeh, Y.-P. Zhou. Under revision for Manufacturing & Service Operations Management

·       “Analysis of a Two-Stage Service Process: Coordination of Staffing and Effort,” A. Farzan, Y.-P. Zhou.

·       “Setting Quality and Speed in Service Industry with Repeated Customers,” A. Farzan, H. Wang, Y.-P. Zhou.

·       “An Empirical Study of Revenue Management Practices in the Airline Industry,” M. Cho, M. Fan, Y.-P. Zhou.

·       “A Single-Server Queue with Markov Modulated Service Times,” N. Gans, Y.-P. Zhou. 

 

CASES

 

SERVICES

·       Member, MSOM Best Student Paper Competition Committee, 2016

·       Member, MSOM Service SIG Best Paper Competition Committee, 2016, 2017

 

 

 

TEACHING EXPERIENCE

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

o    “Operations Management” for Executive Development Program, Foster School of Business, University of Washington, Seattle, 2016

o    “Supply Chain Management” for China Aviation Industry Program, Foster School of Business, University of Washington, Seattle, 2016

o    “Supply Chain Strategies” for Global Leadership & Strategy, Foster School of Business, University of Washington, Seattle, 2015.

o    “Supply Chain Strategies” for Swiss Federal Institute of Technology (ETH), 2011, 2012, 2015

o    SK Global Management Program (for SK Group): Summer 2008; Summer 2010

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

o    “Supply Chain Management” for Executive Development Program, Foster School of Business, University of Washington, Seattle, 2008

o    Operations Management (Global Executive MBA), 2014-Present

o    Operations Management (Executive MBA), Winter 2003, 2007-2012, 2017-Present

o    Operations Management (Evening MBA), Autumn 2005

o   Operations Management & Process Analysis, 2017

o   Leadership Series and Practicum, 2018-Present

o    Principles of Operations Management (Core), 2001-2012, 2015, 2016 (including summer in Shanghai), 2017, 2018, 2019

o    Service Operations Management (Elective), Spring 2002

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

 

School of Business, The University of Hong Kong

o    “Increase Competitiveness through Service Process Improvement and Innovation,” a public lecture delivered to 200+ Fudan University (Shanghai) MBA students, 2013

 

Others

 

 

PROFESSIONAL AFFILIATIONS