IN for Faculty and Staff IN for MBA Students
 

 

 

 

 
Yong-Pin Zhou
Associate Professor of Operations Management
Evert McCabe Faculty Fellow

PhD, University of Pennsylvania, 2000
MA, University of Pennsylvania, 1997
MA, John Hopkins University, 1995
BS, Shanghai Jiao Tong University, China, 1993


Phone:   
 206-221-5324 Mailing Address:
Fax:
 206-543-3968 University of Washington Business School
Office:
Email:
 344 Mackenzie Hall
yongpin@u.washington.edu
 Info Systems and Ops Management Department
Box 353200
Seattle, WA 98195-3200
     
Faculty Personal Web Page:   http://faculty.washington.edu/yongpin

Specialties

    Service operations, Queueing Systems, Markov Decision Processes, Call-center related applications.

Positions Held

    At the University of Washington since 2000

Selected Publications

  • For a more complete listing, see http://faculty.washington.edu/yongpin

  • "On the Sizing and Grouping of Peer-to-Peer Networks," with Y.-M. Li and Y. Tan, IEEE/ACM Transactions on Networking, forthcoming. Paper (362K PDF)

  • "Incorporating Delay Mechanism in Ordering Policies in Multi-Echelon Distribution Systems," with K. Moinzadeh. IIE Transactions, Vol. 40, No. 4, 2008. Appendix (147K PDF)

  • "Call Center Outsourcing: Coordinating Staffing Level and Service Quality", with J. Ren. Management Science, Vol. 54, No. 2, February 2008.

  • "Call Routing Schemes for Call-Center Outsourcing," with N. Gans. Manufacturing & Service Operations Management, Vol. 9, No. 1, Winter 2007.

  • "Coordinated Replenishment and Shipping Strategies in Inventory/Distribution Systems," with M. Gurbuz and K. Moinzadeh, Management Science, Vol. 53, No. 2, February 2007.

  • "Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Life-Time Value", with T. Ho and Y.-H. Park, Marketing Science, Vol. 25, No. 3, May-June 2006. Abstract (93k PDF). (This is a regular paper, see Marketing Science, Vol. 25, No. 5.)

  • "On the Incomplete Results for the Heterogeneous Server Problem," with F. de Véricourt, Queueing Systems, Vol. 52, No. 3, March 2006. Abstract (36k PDF). A longer, earlier version of the paper is entitled "On the Incomplete Results for the Multi-Server Slow-Server Problem".

  • "A Routing Problem for Call Centers with Customer Callbacks after Service Failure," with F. de Véricourt, Operations Research, Vol. 53, No. 6, November-December 2005. Abstract (40k PDF) Paper (202k PDF). A more comprehensive working paper version (294k PDF).

  • "A Call-Routing Problem with Service-Level Constraints," with N. Gans, Operations Research, Vol. 51, No. 2, March-April 2003. Abstract (71k PDF) Paper (274k PDF).

  • "Managing Learning and Turnover in Employee Staffing," with N. Gans, Operations Research, Vol. 50, No. 6, November-December 2002. Abstract (49k PDF) Paper (224k PDF).

Current Research

    Staffing with employee learning and turnover; skills-based routing; study of MMPP in queueing systems; telecommunication networks; study of new service offerings.

Honors and Awards

    Dean's Faculty Research Award (2007)
    Junior Faculty Research Award (2006)
    Finalist in INFORMS George Nicholson Student Paper Competition (1999)
    OPIM Award of Excellence for Teaching Assistance at University of Pennsylvania (1998)
    Sloan Research Fellow at University of Pennsylvania (1997-2000)
    Honorable Mention (International) Mathematical Contest in Modeling (1992)
    First Prize in Shanghai College Student’s Advanced Mathematics Contest in Shanghai, China (1991)