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Amy Ward

Professor of Data Sciences and Operations
Building
BRI
Room / Office
401H

PhD, MA, Stanford University; BA, Claremont McKenna College

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.

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Kim, Jeunghyun.,Randhawa, Ramandeep.,Ward, Amy. () "Dynamic Scheduling in a Many-Server Multi-Class System: The Role of Customer Impatience in Large Systems", Manufacturing and Service Operations Management (M&SOM).
Zhan, Dongyuan.,Ward, Amy. () "Incentive-Based Service System Design: Staffing and Compensation to Trade-Off Speed and Quality".
Ozkan, Erhun.,Ward, Amy. () "On the Control of Fork-Join Networks".
Cui, Hailong.,Rajagopalan, Sampath.,Ward, Amy. () "Predicting Custom Product Returns".
Ozkan, Erhun.,Ward, Amy. () "Dynamic Matching for Real-Time Ridesharing".
Gopalakrishnan, Ragavendran.,Doroudi, Sherwin.,Ward, Amy.,Wierman, Adam. () "Routing and Staffing when Servers are Strategic", Operations Research, 64, 1015-1032.
Kocaga, Levent.,Armony, Mor.,Ward, Amy. () "Staffing Call Centers with Uncertain Arrival Rates and Co-Sourcing", Production and Operations Management, 24, 1101-1117.
Lee, Chihoon.,Ward, Amy. () "Steady-State Distribution Convergence for GI/GI/1+GI Queues in Heavy Traffic".
Honnappa, Harsha.,Jain, Rahul.,Ward, Amy. () "A Queueing Model with Independent Arrivals, and its Fluid and Diffusion Limits", Queueing Systems, 80, 71-103.
Honnappa, Harsha.,Jain, Rahul.,Ward, Amy. () "On Transitory Queueing".
Gurvich, Itai.,Ward, Amy. () "On the Dynamic Control of Matching Queues", Stochastic Systems, 4, 479-523.
Lee, Chihoon.,Ward, Amy. () "Optimal Pricing and Capacity Sizing for the GI/GI/1 Queue", Operations Research Letters, 42, 527-531.
Zhan, Dongyuan.,Ward, Amy. () "Threshold Routing to Trade-off Waiting and Call Resolution in Call Centers", Manufacturing & Service Operations Management, 16, 220-237.
Honnappa, Harsha.,Jain, Rahul.,Ward, Amy. () "On Transitory Queueing".
Ghamami, Samim.,Ward, Amy. () "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, 761-824.
Kim, Jeunghyun.,Ward, Amy. () "Dynamic Scheduling of a GI/GI/1+GI Queue with Multiple Customer Classes", Queueing Systems, 75, 339-384.
Reed, Josh.,Ward, Amy.,Zhan, Dongyuan. () "On the Generalized Skorokhod Problem", Journal of Applied Probability, 50, 16-28.
Ward, Amy.,Armony, Mor. () "Blind Fair Routing in Large-Scale Service Systems", Operations Research, 61, 228-243.
Ward, Amy. () "Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models", Surveys in Operations Research and Management Science, 16, 1-14.
Ward, Amy. () "Asymptotic Analysis of Queueing Systems with Reneging: A Survey of Results for FIFO, Single Class Models".
Kocaga, Y..,Ward, Amy. () "Admission Control for a Multi-Server Queue with Abandonment", Queueing Systems, 65, 275-323.
Armony, Mor.,Ward, Amy. () "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems", Operations Research, 58, 624-637.
Kostami, Vasiliki.,Ward, Amy. () "Managing Service Systems with an Offline Waiting Option and Customer Abandonment", Manufacturing & Service Operations Management.
Kostami, Vasiliki.,Ward, Amy. () "Managing Service Systems with an Offline Waiting Option and Customer Abandonment".
Plambeck, Erica.,Ward, Amy. () "Optimal Control of a High Volume Assemble-to-Order System with Leadtime Quotations and Expediting".
Reed, Josh.,Ward, Amy. () "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, Amy.,Kumar, Sunil. () "Asymptotically Optimal Admision Control of a Queue with Impatient Customers", Accepted to Mathematics of Operations Research.
Plambeck, Erica.,Ward, Amy. () "Note: A Separation Principle for a Class of Assemble-to-Order Systems with Expediting", Operations Research, 55, 603-609.
Plambeck, Erica.,Ward, Amy. () "Optimal Control of a High Volume Assemble-to-Order System", Mathematics of Operations Research, 31, 453-477.
Ward, Amy.,Glynn, Peter. () "A diffusion approximatino for a GI/GI/1 queue with balking or reneging", Queueing Systems, 50, 371-400.
Ward, Amy.,Bambos, Nicholas. () "On stability of queueing networks with job deadlines", Journal of Applied Probability, 40, 293-304.
Ward, Amy.,Glynn, Peter. () "Propoerties of the reflected Ornstein-Uhlenbeck process", Queueing Systems , 44, 109-123.
Ward, Amy.,Glynn, Peter. () "A Diffusion Approximation for a Markovian Queue with Reneging", Queueing Systems, 43, 103-128.
Teh, Yih-Choung.,Ward, Amy. () "Critical Thresholds for Dynamic Routing in Queueing Networks", Queueing Systems, 42, 297-315.
Kleywegt, Anton.,Lee, Jinpyo.,Ward, Amy. () "Design of Multistar Many-to-Many Distribution Networks".
Ward, Amy.,Whitt, W. () "Predicting Response Times in Processor-Sharing Queues", Analysis of Communication Networks: Call Centres, Traffic, and Performance, Fields Institute Communication Series, American Mathematical Society, 103-109.
Ward, Amy.,Glynn, Peter.,Richardson, Kathy. () "Internet service performance failure detection", Performance Evaluation Review, 26, 38-43.
Ward, Amy.,Glynn, Peter.,Richardson, Kathy. () "Internet service performance failure detection", Proceedings of the 1998 Internet Server Performance Workshop, 103-109.