Faculty & Research

Sanjeev Bordoloi

Associate Professor : Operations and Supply Chain Management Department

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Sanjeev K. Bordoloi recevied his Ph.D. in operations management from the University of Texas at Austin, prior to which he earned an M.B.A. from Xavier Institute, India, and a bachelor of technology degree in electrical engineering from Indian Institute of Technology, Varanasi, India. His research interests include service management (health care, call centers, airlines and hospitality), process analysis and design, manufacturing flexibility, project management, technology management and theory of constraints. His research papers have been published in several journals, including Journal of Production & Operations Management, Journal of Service Research, European Journal of Operations Research, Decision Science Institute Proceedings, Journal of International Technology & Information Management, Journal of Productivity Analysis, International Journal of Production Economics, Health Services Management Research and Health Care Management Review.

Bordoloi’s teaching experience includes MBA, BBA, and executive development courses on operations management, service management, operations planning, decision analysis, business statistics, entrepreneurship and small businesses, project management and total quality management. Before the University of St. Thomas, he taught at the University of Illinois at Urbana-Champaign, the College of William & Mary, the University of Alaska at Fairbanks, and the University of Texas at Austin. His teaching specializes in field-based courses where students apply the classroom lessons in actual real-world situations to augment their learning. Bordoloi has won teaching awards and recognitions in the Graduate School of Business at both William & Mary and University of Illinois. He also authored the popular textbook Service Management: Operations, Strategy, Information Technology, 8th edition, McGraw-Hill, 2013.

Bordoloi has worked full-time in the semiconductor and steel industry (Motorola, Applied Materials and Tata Steel) for a total of seven years at the executive level, mostly in project management and technology management areas. His significant executive projects include design of semiconductor manufacturing assembly line for productivity improvement and cycle time reduction, design of staffing policy for labor flexing and skill-based training, development of enterprise models for semiconductor product mix variations, formulation and implementation of engineering projects at coke ovens, blast furnaces and steel melting shops. He has consulted for several firms including Sentara Healthcare, Archer Daniels Midland, Northwestern University medical unit, Fairbanks Memorial Hospital, ServiceWare (Knowledge Management), Humanics Inc. and Intandem Inc. (Event Management).

Bordoloi was named a Sam M. Walton Free Enterprise Fellow by the Students in Free Enterprise (SIFE) in recognition of his leadership and support of the SIFE program at the College of William & Mary. He led the William & Mary SIFE team in winning several awards, namely the National Champion in case competition “Duel in the Desert,“ national semifinalist in SIFE National Exposition, four-time national finalist in the Entrepreneurial Assistance Special Competition, sponsored by the Kauffman Center for Entrepreneurial Leadership, and national finalist in the following special competitions: National Entrepreneurship Competition sponsored by Sam's Club, National Free Market Economics Competition sponsored by Aflac and the National Business Ethics Competition sponsored by Campbell's.


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

  •  Fitzsimmons, James, Mona Fitzsimmons, and Sanjeev Bordoloi. Service Management: Operations, Strategy, Information Technology, 8th edition. McGraw-Hill, 2013.
  • Bordoloi, S. and W. Gu, “Performance Evaluation of Metro Stations in Shanghai," International Journal of Services and Operations Management 11:2 (2012): 151-168.
  • "Who's the Real Bottleneck?" International Journal of Global Business and Economics (IJGBE) 2-3 (2009): 33-42.
  • "A Quantitative Model for CRM Performance Evaluations," Journal of International Technology & Information Management 17:2 (2008): 99-110.
  • Bordoloi, Sanjeev and H. Guerrero, "Design for Control: A New Perspective on Product Design," International Journal of Production Economics 113 (2008): 346-358.
  • Bordoloi, Sanjeev and K. Beach, "Improving Operational Efficiency in an Inner-City Emergency Department," Health Service Management Research 20 (2007). 
  • "A Control Rule for Recruitment Planning in Knowledge-Intensive Engineering Consultancy," Journal of Productivity Analysis 26 (October, 2006): 147-163.
  • "Agent Recruitment Planning in Knowledge-Intensive Call Centers," Journal of Service Research 6:4 (May, 2004): 309-323.
  • Bordoloi, Sanjeev and H. Matsuo, "Human Resource Planning in Knowledge-Intensive Operations: A Model for Learning with Stochastic Turnover," European Journal of Operations Research 130 (2001): 169-189.
  • Bordoloi, Sanjeev and E. J. Weatherby, "Managerial Implications of Calculating Optimal Nurse Staffing Mix in Medical Units," Health Care Management Review 24:4 (1999): 35-44.
  • Bordoloi, Sanjeev, W. W. Cooper and H. Matsuo, "Flexibility, Adaptability and Efficiency in Manufacturing Systems," Journal of Production and Operations Management 8:2 (1999): 133-150.

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)