Service Operations

Services are value creation economic activities involving people, technology, organisations, and information.

In post-industrial economies, services such as ride-hailing firms (e.g., Grab, Uber), investment banks, and hospitals contribute towards most of the GDP and employment.

We work on real-world service operations-problems that help firms to improve their efficiency in their service operations.  

Selected Publications

T. Ravindran and W.F. Boh. Lessons from COVID-19 – Towards a Pandemic Readiness Audit Checklist for SMEs. IEEE Engineering Management Review. Forthcoming.

Boqian Song and Michael Z.F. Li (2018). Dynamic Pricing with Service Unbundling. Production and Operations Management 27(7), 1334-1354. 

Adrian Yeow and Kim Huat Goh. Work Harder or Work Smarter? (2015) Information Technology and Resource Reallocation in Healthcare Processes. MIS Quarterly, 39(4), 763 – 785.