Knowledge that Transforms

Although, ceteris paribus, reducing lead times may be desirable from an overall system perspective, an upstream party (e.g., a manufacturer) may have strong disincentives to offer shorter lead times, even if this came at no cost. We consider a setting in which the downstream party has the ability to exert a costly effort to increase demand (e.g., through sales promotions, advertising, etc.) during the selling season, and compare two situations: one where there is zero lead time (i.e., all demand can be satisfied after observing the demand realization), and one where orders need to be made before demand is realized. We identify two interacting effects that may inhibit shorter lead times. A so‐called “safety stock effect” can be observed when a lower risk of stocking out under short lead times induces the downstream party to alter her order quantity. A second effect, termed as “effort effect,” arises if shorter lead times impact the downstream party's optimal sales effort, and, as a consequence, lead to different order quantities. We provide a formal characterization of both effects, insight into how these effects interact, and show under which conditions the manufacturer has an incentive to offer shorter lead times.

The overuse of its currency processing operations by depository institutions (DIs) has motivated the Federal Reserve (Fed) to propose new currency recirculation guidelines. The Fed believes that DIs should play a more active role in recirculating fit (i.e., usable) currency so that the societal cost of providing currency to the public is minimized. The Fed characterizes the overuse by the extent of cross shipping, a practice in which the same DI deposits and withdraws currency of the same denomination within five business days in the same geographic region. The Fed's proposal encourages DIs to fit sort and reuse deposited currency through two components: a custodial inventory program and a recirculation fee that would be charged on withdrawals of cross‐shipped currency. Given the geographical network of the various branches of a DI, the extent of its participation in the proposed programs depends on a variety of factors: the nature of demand and supply of currency, number and locations of the processing centers, and the resulting fit‐sorting, holding, and transportation costs. The interrelated nature of these decisions motivates the need for an integrated model that captures the flow of currency in the entire network of the DI. Based on our work with Brink's Inc., a leading secure‐logistics provider, we develop a mixed‐integer linear programming (MILP) model to provide managers of DIs with a decision‐making tool under the Fed's new guidelines. Broadly, we analyze the following questions: (i) Over all typical practical realizations of the demand for currency that a DI may face, and over all reasonable cost implications, is there a menu of “good” operating policies? (ii) What is the monetary impact of fit‐sorting and custodial inventories on a DI? and (iii) To what extent will the Fed's new guidelines address its main goal, namely, a reduction in the practice of cross shipping by encouraging DIs to recirculate currency?

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time‐dependent overflow mechanism. Waiting calls from the front‐office queue flow over to the back office if a waiting‐time limit is reached and at least one back‐office agent is available. The analysis of such a system with time‐dependent overflow is reduced to the analysis of a continuous‐time Markov chain with state‐dependent overflow probabilities. To approximate the system with time‐dependent overflow, some waiting‐based performance measures are modified. Numerical results demonstrate the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis shows the impact of the waiting‐time limit and the dependence of the performance measures on the arrival rate.

A single‐echelon inventory system with continuous review and Poisson demand is considered. There are standard linear holding and backorder costs but no ordering or set‐up costs. We study a change in the lead‐time, which is rather typical in connection with application of a Just‐In‐Time philosophy. Our main focus is a lead‐time decrease but we also consider a lead‐time increase. Due to the lead‐time change, the optimal steady state solution will also, in general, change. We consider the transient problem of minimizing the costs when bringing the system from its original steady state to the new steady state.

This paper models the cross‐selling problem of a call center as a dynamic service rate control problem. The question of when and to whom to cross sell is explored using this model. The analysis shows that, under the optimal policies, cross‐selling targets may be a function of the operational system state. Sufficient conditions are established for the existence of preferred calls, i.e., calls that will always generate a cross‐sell attempt. These provide guidelines in segment formation for marketing managers, and lead to a static heuristic policy. Numerical analysis establishes the value of different types of information, and different types of automation available for cross selling. Increased staffing for the same call volume is shown to have a positive and increasing return on revenue generation via cross selling, suggesting the need to staff for lower loads in call centers that aim to be revenue generators. The proposed heuristic leads to near optimal performance in a wide range of settings.

This research explores procurement strategies for multi‐item requests for quotation (RFQs) in business‐to‐business (B2B) markets using responses from 825 purchasing professionals. The study first establishes procurement strategies that differ based on their level of strategic emphasis, i.e., the importance that is placed on the pursuit of four strategic objectives. Underlying objectives, which are obtained via factor analysis, include the focus on price, security of supply, internal procurement efficiencies, and bundle building. Next, cluster analysis is used to derive prototypical strategic approaches. The three cluster groups that emerge possess the same relative ranking of the four objectives, but differ based on the intensity with which these objectives are pursued. The clusters are labelled as the three strategic groups of strategists, opportunists , and responders . The research then explores, using an industrial buyer behavior lens, the impact of environmental antecedents in determining a particular strategy. Environmental variables include purchase importance, market uncertainty, supply base availability, buyer bargaining power, item experience, and supply base experience. Finally, the study tests the impact of procurement strategy on the buyer's perceived performance, suggesting that strategists , placing more emphasis on the pursuit of strategic sourcing objectives, achieve better performance than opportunists and responders .

This paper builds a dynamic programming model to optimize the collections process in consumer credit. It determines which collections actions should be undertaken and how long they should be performed, including theoretical results about the form of the optimal policy under certain conditions. Finally, a case study is described based on data from the collections department of a European bank.

Consumer delinquencies are a major problem for banks and other credit card issuers. These firms have collection centers across the country to collect outstanding balances from delinquent accounts. Their main strategy is to first send reminder notices and, if that does not work, to telephone delinquent customers and request payment. The latter often becomes necessary, resulting in high costs of collection. Automated dialers are used to make the calls, and when the call goes through, it is directed to one of several hundred associates manning computer workstations. In this operation, it is important to contact the account holder in order to discuss payment options. Simply getting someone on the line is not sufficient, because such calls would require follow‐up calls. The objective of efficient collections is to maximize dollars collected while minimizing costs, which generally translates to making a “right party contact (RPC)” in the minimum number of attempts. We developed and tested an algorithm that increased the RPC rates by over 10%. This increase translates to annual savings of several million dollars for an average credit card company. Although the focus of our paper is collections, the methodology developed is equally applicable for improving telemarketing efficiency.

We address the problem of simultaneous pricing of a line of several products, both complementary products and substitutes, with a number of distinct price differentiation classes for each product (e.g., volume discounts, different distribution channels, and customer segments) in both monopolistic and oligopolistic settings. We provide a generic framework to tackle this problem, consider several families of demand models, and focus on a real‐world case‐study example. We propose an iterative relaxation algorithm, and state sufficient conditions for convergence of the algorithm. Using historical sales and price data from a retailer, we apply our solution algorithm to suggest optimal pricing, and report on numerical results.

This paper considers a supply chain with one supplier and multiple retailers that face exogenous heterogeneous end‐customer demands, where all parties utilize base‐stock policies. Each retailer is restricted to order once in every order cycle and their orders are replenished in a balanced manner within the cycle. Our study investigates the impact of information sharing and advance order information (AOI) on the supply chain. We find that the supplier benefits from the two mechanisms via two important factors, the information about observed end‐customer demands and the decision on re‐establishing the replenishment sequence. We derive the supplier's optimal sequence for stochastically comparable end‐customer demands with AOI and propose a sequencing rule for the setting with information sharing. Our numerical study examines the cost impacts of two proposed mechanisms on the entire supply chain.