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
"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)
- Awards & Distinctions
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