UCL School of Management

Dongyuan Zhan

Lecturer (assistant professor)
Phone number
(0)20 3108 6026
(internal 36026)
Office location
Level 38, 1 Canada Square
Rm NW2
Elsewhere

Biography

Dongyuan Zhan is an Assistant Professor at UCL School of Management.  His papers appear in journals such as Manufacturing and Service Operation Management.  He holds a Ph.D. degree from the Marshall School of Business at the University of Southern California, and an M.S. degree in Operations Research also from USC.  He obtained a B.S., and an M.S. degree, both in Control Sciences and Engineering, from Tsinghua University. 

Research

My research interests include the analysis and design of service systems and product lines with strategic employees and customers. Particularly, I employ both theoretical and empirical approaches to understand how to use incentives for employees to improve the operational performance of service systems.  Also, I am interested in OM-Marketing interface, such as how consumer behaviour affects probabilisitic selling. 

Research projects

Routing in Call Centers

This project investigates the optimal routing of customers in call centers with heterogeneous agents to trade off speed and quality.
Selected publications
Zhan, D., & Ward, A. (n.d.). Threshold Routing to Trade-off Waiting and Call Resolution in Call Centers. Manufacturing & Service Operations Management, 16 (2), 220-237.