Network flows: theory, algorithms, and applications
Network flows: theory, algorithms, and applications
P-Complete Approximation Problems
Journal of the ACM (JACM)
ISADS '03 Proceedings of the The Sixth International Symposium on Autonomous Decentralized Systems (ISADS'03)
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Queueing Networks and Markov Chains
Queueing Networks and Markov Chains
IT skills in a tough job market
Communications of the ACM - The digital society
Discovering Social Networks from Event Logs
Computer Supported Cooperative Work
A research manifesto for services science
Communications of the ACM - Services science
Market Segmentation Within Consolidated E-Markets: A Generalized Combinatorial Auction Approach
Journal of Management Information Systems
Harvesting with SONAR: the value of aggregating social network information
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Electronic Commerce Research and Applications
Journal of Management Information Systems
Understanding the Value of Countermeasure Portfolios in Information Systems Security
Journal of Management Information Systems
Small Worlds and Regional Innovation
Organization Science
Special Issue: Information Systems in Services
Journal of Management Information Systems
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
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Effective management of information technology (IT) and IT-enabled services is becoming increasingly important due to the growing complexity of their context. These services are often delivered by employees who work at widely dispersed locations and interact with each other to constitute knowledge-intensive service delivery networks (KISDNs). This paper contributes to the effective design and management of KISDNs by presenting a mixed-integer programming model that integrates disparate streams of research. This model facilitates analysis and managerial benchmarking of KISDN performance. It captures how the performance of such networks depends on the interaction between workflow decisions, structure of information flow networks (IFNs), and knowledge management decisions. We propose that knowledge about IFNs and worker competence can be effectively used to make workflow decisions. Our results, based on the study of different IFN archetypes, illustrate practices for effective management of KISDNs. Managers can enhance business value by recognizing existing IFNs, increasing randomness in IFNs, nurturing weak or performative ties depending on the archetype, assigning tasks based on effective worker competence, and selectively delaying assignment of tasks to workers. In addition, our results illustrate the impact of training and network density on KISDN performance.