Associate Professor Vijay Mehrotra
is helping to transform management in today's data-rich, information-poor
business world. A trailblazer in the field of global call center operations
management, Dr. Mehrotra's work as an educator, academic and professional
utilizes mathematical models and analyses to improve service, productivity and
employee experience. He teaches courses in operations management, spreadsheet
modeling and business analytics, and also writes a bimonthly column called
"Analyze This!" in Analytics magazine.
Dr. Mehrotra believes in a holistic
approach to creating business value. His
research is driven by personal interactions with employees and managers to
identify crucial business problems, which he addresses by utilizing data and
mathematical methods. In publishing significant papers on practical operations
management, he is pursuing a research agenda to serve a global community of
students, academics and industry professionals.
Prior to becoming a professor, Dr.
Mehrotra enjoyed a successful career as an operations management consultant,
entrepreneur, and executive. As co-founder and CEO of Onward Inc., an
operations management consulting firm, he led its growth from three consultants
to a professional staff of thirty.
Professor Mehrotra has been an
investor in many technology companies, and continues to serve as an advisor to
several local start-ups.
Ph.D., Operations Research, Stanford University, 1992
M.S., Operations Research, Stanford University, 1989
B.A. Mathematics, Economics and Statistics, St. Olaf College, 1986
The following list is a selection of recent publications and does not represent the entire body of research.
"Call Center Routing Strategies in the Presence of Servers with Heterogeneous Performance Attributes," Manufacturing and Service Operations Management, 14 (1), 2012 (with K. Ross, G. Ryder and Y.P. Zhou)
"Call Center Management," Wiley Encyclopedia of Operations Research and Management Science, 2011 (with T. Grossman and D. Samuelson)
"Intelligent Procedures for Intra-Day Updating of Call Center Agent Schedules,"Production and Operations Management, 19 (3), 2010 (with Ö. Özlük and R.M. Saltzman)
"OR Process Skills Transform an Out of Control Call Center into a Strategic Asset," Interfaces, 39 (4), July-August 2009 (with T. Grossman)
"Forecast Errors in Service Systems," Probability in the Engineering and Informational Sciences, 23 (2), April 2009 (with S. Steckley and S. Henderson)
Academic Director, MBA For Executives, June 2010 - May 2012
Associate Academic Director, MBAE Program, August 2009 - May 2010.
Associate Editor, Institute for Operations Research and Management Science (INFORMS) Transactions on Education, 2008 to present
Columnist for INFORMS Operations Research/Management Science Today, 1997-2010
Columnist for Analytics, 2010 to present