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Academic Background
B. Tech., electrical engineering, Institute of Technology, Varanasi, India
M.B.A., operations/finance, Xavier Institute (XLRI), Jamshedpur, India
Ph.D., operations management, University of Texas, Austin

Research Specialties

• Service management (health care, call centers, airlines, hospitality)
• Process analysis & design
• Lean Management & Six-Sigma Operations 
• Flexibility & efficiency in operations
• Project management
• Theory of constraints & Bottleneck Management

Current Research

• Capacity management in health care
• Process analysis & design; process innovation & re-engineering
• Improving efficiency, productivity, quality in health care
• CRM Performance Evaluation in Knowledge Management
• Design for control: a new perspective on product design
• Developing efficient tournament schedules for golfers and tennis players

Major Works

• "Who's the Real Bottleneck?" International Journal of Global Business and Economics (IJGBE), Vole. 2-3, p. 33-42, 2009.
• "A Quantitative Model for CRM Performance Evaluations," Journal of International Technology & Information Management, Vol. 17(2), p. 99-110, 2008.
• "Design for Control: A New Perspective on Product Design," with H. Guerrero, International Journal of Production Economics, Vol. 113, p. 346-358, 2008.
• "Improving Operational Efficiency in an inner-city Emergency Department," with K. Beach, Health Service Management Research, Vol. 20, 2007. 
• "A Control Rule for Recruitment Planning in Knowledge-Intensive Engineering Consultancy," Journal of Productivity Analysis, Vol. 26, p 147-163, October, 2006.
• "Agent Recruitment Planning in Knowledge-Intensive Call Centers," Journal of Service Research, Vol. 6, No. 4, p 309-323, May, 2004.
• "Human Resource Planning in Knowledge-Intensive Operations: A Model for Learning with Stochastic Turnover," with H. Matsuo, European Journal of Operations Research, Vol. 130, p 169-189, 2001.
• "Managerial Implications of Calculating Optimal Nurse Staffing Mix in Medical Units," with E. J. Weatherby, Health Care Management Review, Vol. 24, No. 4, p 35-44, 1999.
• "Flexibility, Adaptability and Efficiency in Manufacturing Systems," with W. W. Cooper and H. Matsuo, Journal of Production and Operations Management, Vol. 8, No. 2, p 133-150, 1999.

Significant Scholarly Honors

• “List of Teachers Ranked as Excellent by Students” for two graduate courses, University of Illinois at Urbana-Champaign, 2006-07.
• Sam M. Walton Free Enterprise Fellow in recognition of leadership in Students In Free Enterprise (SIFE), 2001-05.
• Alfred Page Graduate Teaching Award, College of William & Mary, 2004.
• Outstanding Paper Award at Southeast DSI conference, Charleston, 2004.
• Professor N Mukherjee Silver Jubilee Award for securing first position in Economics area in the MBA class at XLRI, Jamshedpur, India, 1992.

Current Community Relationships

• Member, Institute for Operations Research & Management Sciences (INFORMS)
• Member, Manufacturing & Service Operations Management (MSOM)
• Member, Production & Operations Management Society (POMS)
• Member, Decision Sciences Institute (DSI)