University of Southern California

Amy Ward
Associate Professor of Data Sciences and Operations

USC Marshall School of Business
Los Angeles, CA 90089-0808

Phone: 
213-821-2616
Education: 
PhD, MA, Stanford University; BA, Claremont McKenna College

Overview

Amy Ward's research focuses on the approximation and control of stochastic systems, with applications to the service industry. Much of her past work has focused on the impact of customer impatience and abandonments on performance. Her recent work investigates the interactions between behavioral incentives and operational efficiency in service systems, with a focus on call centers. Her research has been published in Operations Research, Mathematics of Operations Research, and Manufacturing & Service Operations Management. She is an associate editor for Operations Research, Manufacturing & Service Operations Management, and Stochastic Systems.

Research

On the Dynamic Control of Matching Queues 2013
On Transitory Queueing 2013
The \Delta_(i)/GI/1 Queueing Model, and its Fluid and Diffusion Limits 2013
Dynamic Scheduling of a Two-Server Parallel Server System with Complete Resource Pooling and Reneging in Heavy Traffic: Asymptotic Optimality of a Two-Threshold Policy 2013
Threshold Routing to Trade-off Waiting and Call Resolution in Call Centers 2013
Staffing Call Centers with Uncertain Arrival Rates and Co-Sourcing 2013
Dynamic Scheduling of a GI/GI/1+GI Queue with Multiple Customer Classes 2013
Blind Fair Routing in Large-Scale Service Systems 2013
On the Generalized Skorokhod Problem 2013
Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models 2011
Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models 2010
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems 2010
Managing Service Systems with an Offline Waiting Option and Customer Abandonment 2009
Optimal Control of a High Volume Assemble-to-Order System with Leadtime Quotations and Expediting 2008
Approximating the GI/GI/1+GI Queue with a Nonlinear Drift Diffusion: Hazard Rate Scaling in Heavy Traffic 2008
Asymptotically Optimal Admision Control of a Queue with Impatient Customers 2008
Optimal Control of a High Volume Assemble-to-Order System 2006
A diffusion approximatino for a GI/GI/1 queue with balking or reneging 2005
A Diffusion Approximation for a Markovian Queue with Reneging 2003
On stability of queueing networks with job deadlines 2003
Propoerties of the reflected Ornstein-Uhlenbeck process 2003
Critical Thresholds for Dynamic Routing in Queueing Networks 2002
Predicting Response Times in Processor-Sharing Queues 2000
Internet service performance failure detection 1998
Internet service performance failure detection 1998
Design of Multistar Many-to-Many Distribution Networks
Managing Service Systems with an Offline Waiting Option and Customer Abandonment
Note: A Separation Principle for a Class of Assemble-to-Order Systems with Expediting