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