About the Authors

Richard 8. Chase is Justin B. Dart Professor of Dperations Management and Director of the Center for Service Excellence at the Marshall School of Business, USC. He received his Ph.D. from UCLA and has taught at Penri State, Harvard, IMD, and the University of Arizona. Chase received a PDMS lifetime Achievement Award for his research in service operations and received a Scholar of the Year Award from the Academy of Management in 2004. Chase is a Fellow of the Academy of Management. Production Dperations Management Society, and the Decision Sciences Institute.

Ravi Shankar is a Professor of Operations and Supply Chain Management at the Indian Institute of Technology {lIT}, Delhi. He is a Ph.D. from liT Delhi. He has published over 250 research papers and supervised over 20 doctoral students. He has consulted to many organisations like, Xerox, MOEF, NHAI, LML, POlL, National Bearing, India Today, Continental Carbon, etc. He offers eLearning/MDP courses in Supply Chain, Six Sigma, Project Management, etc.

F. Robert Jacobs is Chase Faculty Fellow and Professor of Operations Management at the Kelley School of Business, Indiana University. His Ph.D. is from The Ohio State University, and he is past president and a Fellow of the Decision Sciences Institute, which also awarded him with the Distinguished Service Award in 2004. He has authored 7 books and over 50 research articles.

Nicholas J. Aquilano is retired from the University of Arizona where he taught Operations and Project Management for 25 years. His Ph.D. is from UCLA and he worked for General Electric, and he also taught at Northeastern University and The Executive Institute of Yugoslavia.