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

Honnappa, H., Jain, R., and Ward, A. R. (2013) "On Transitory Queueing,".
Jain, R., Honnappa, H., and Ward, A. R. (2013) "The \Delta_(i)/GI/1 Queueing Model, and its Fluid and Diffusion Limits,".
Gurvich, I., and Ward, A. R. (2013) "On the Dynamic Control of Matching Queues,".
Ghamami, S., and Ward, A. R. (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," Mathematics of Operations Research, 38 (4), 761-824.
Zhan, D., and Ward, A. R. (2013) "Threshold Routing to Trade-off Waiting and Call Resolution in Call Centers," Manufacturing & Service Operations Management.
Ward, A. R. (2013) "Staffing Call Centers with Uncertain Arrival Rates and Co-Sourcing,".
Ward, A. R., and Armony, M. (2013) "Blind Fair Routing in Large-Scale Service Systems," Operations Research, 61 (1), 228-243.
Kim, J., and Ward, A. R. (2013) "Dynamic Scheduling of a GI/GI/1+GI Queue with Multiple Customer Classes," Queueing Systems, 75 (2-4), 339-384.
Reed, J. E., Ward, A. R., and Zhan, D. (2013) "On the Generalized Skorokhod Problem," Journal of Applied Probability, 50 (1), 16-28.
Ward, A. R. (2011) "Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models," Surveys in Operations Research and Management Science, 16 (1), 1-14.
Ward, A. R. (2010) "Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models,".
Kocaga, Y. L., and Ward, A. R. (2010) "Admission Control for a Multi-Server Queue with Abandonment," Queueing Systems, 65 (3), 275-323.
Armony, M., and Ward, A. R. (2010) "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems," Operations Research, 58 (3), 624-637.
Kostami, V., and Ward, A. R. (2009) "Managing Service Systems with an Offline Waiting Option and Customer Abandonment," Manufacturing & Service Operations Management.
Plambeck, E. L., and Ward, A. R. (2008) "Optimal Control of a High Volume Assemble-to-Order System with Leadtime Quotations and Expediting,".
Reed, J. E., and Ward, A. R. (2008) "Approximating the GI/GI/1+GI Queue with a Nonlinear Drift Diffusion: Hazard Rate Scaling in Heavy Traffic," Accepted to Mathematics of Operations Research.
Ward, A. R., and Kumar, S. (2008) "Asymptotically Optimal Admision Control of a Queue with Impatient Customers," Accepted to Mathematics of Operations Research.
Plambeck, E. L., and Ward, A. R. (2006) "Optimal Control of a High Volume Assemble-to-Order System," Mathematics of Operations Research, 31, 453-477.
Ward, A. R., and Glynn, P. W. (2005) "A diffusion approximatino for a GI/GI/1 queue with balking or reneging," Queueing Systems, 50, 371-400.
Ward, A. R., and Bambos, N. (2003) "On stability of queueing networks with job deadlines," Journal of Applied Probability, 40, 293-304.
Ward, A. R., and Glynn, P. W. (2003) "Propoerties of the reflected Ornstein-Uhlenbeck process," Queueing Systems , 44, 109-123.
Ward, A. R., and Glynn, P. W. (2003) "A Diffusion Approximation for a Markovian Queue with Reneging," Queueing Systems, 43, 103-128.
Teh, Y., and Ward, A. R. (2002) "Critical Thresholds for Dynamic Routing in Queueing Networks," Queueing Systems, 42, 297-315.
Ward, A. R., and Whitt, W. (2000) "Predicting Response Times in Processor-Sharing Queues," Fields Institute Communication Series, American Mathematical Society (28), 103-109.
Ward, A. R., Glynn, P. W., and Richardson, K. (1998) "Internet service performance failure detection," Performance Evaluation Review, 26, 38-43.
Ward, A. R., Glynn, P. W., and Richardson, K. (1998) "Internet service performance failure detection," Proceedings of the 1998 Internet Server Performance Workshop 103-109.
Kleywegt, A. J., Lee, J., and Ward, A. R. "Design of Multistar Many-to-Many Distribution Networks,".
Kostami, V., and Ward, A. R. "Managing Service Systems with an Offline Waiting Option and Customer Abandonment,".
Plambeck, E. L., and Ward, A. R. "Note: A Separation Principle for a Class of Assemble-to-Order Systems with Expediting," Operations Research, 55 (3), 603-609.