ADDRESSING THE IMPLEMENTATION PROBLEM: A GAMING APPROACH

Traditionally decision sciences has been plagued with the problem of implementation, i.e., transforming a sound theoretical technique into an operational system. Most researchers who study the problem concentrate on identifying factors which relate to implementation or on identifying the change process required to achieve implementation. In a recent study, Sorensen and Zand [24] demonstrate that the Lewin-Schein change theory explains the process necessary for achieving implementation. While the Lewin-Schein theory explains the required change process, the theory does not address the question of how one brings about change. The purpose of this article is to describe a “gaming” approach for accomplishing change. A case example is given to demonstrate the proposed implementation methodology.     

Enterprise risk management for automation in correctional facilities with pandemic and other stressors

Real-time tracking of tool and equipment inventories is a critical function of many organizations and sectors. For prisons and correctional facilities, tracking and monitoring of assets such as cookware, hardware, keys, janitorial equipment, vocational/technical specialty tools, etc., is essential for safety, security, trust, efficiency, education, etc. The performance of automated systems for this purpose can be diminished by a variety of emergent and future sociotechnical factors alone and in combination. This article introduces a methodology for contractor evaluation and selection in acquisition of innovative asset management systems, with an emphasis on evolving system requirements under uncertainty. The methodology features a scenario-based preferences analysis of emergent and future conditions that are disruptive to the performance of the asset-control system. The conditions are across technologies, operating environments, regulations, workforce behaviors, offender behaviors, prices and markets, organizations, cyber threats, etc. The methodology addresses the influence and interaction of the conditions to disrupt system priorities. Examples include: (i) infectious disease disrupting priorities among requirements and (ii)  radio-frequency identification (RFID) and wireless-technology innovations disrupting priorities among stakeholders. The combinations of conditions that most and least matter for the system acquisition are characterized. The methodology constitutes a risk register for monitoring sources of risk to project performance, schedule, and cost throughout the system lifecycle. The results will be of interest to both practitioners and scholars engaged in systems acquisition as the pandemic interacts with other factors to affect risk, uncertainty, and resilience of organizational missions and operations.     

Decisional Conflict and User Acceptance of Multicriteria Decision-Making Aids*

Despite the development of increasingly sophisticated and refined multicriteria decision-making (MCDM) methods, an examination of the experimental evidence indicates that users most often prefer relatively unsophisticated methods. In this paper, we synthesize theories and empirical findings from the psychology of judgment and choice to provide a new theoretical explanation for such user preferences. Our argument centers on the assertion that the MCDM method preferred by decision makers is a function of the degree to which the method tends to introduce decisional conflict. The model we develop relates response mode, decision strategy, and the salience of decisional conflict to user preferences among decision aids. We then show that the model is consistent with empirical results in MCDM studies. Next, the role of decisional conflict in problem formulation aids is briefly discussed. Finally, we outline future research needed to thoroughly test the theoretical mechanisms we have proposed.     

A HEURISTIC PROCEDURE FOR DETERMINING IN-PROCESS INVENTORIES

Most prior studies that examine in-process inventory requirements associated with a manufacturing facility employ an optimizing algorithm; this article proposes a heuristic procedure for determining such requirements. A procedure is given for determining “active” and “banked” work-in-process requirements. The two are combined to give total in-process requirements. A key factor presented in the paper is the relationship between in-process inventory requirements and the “balancing” of a production facility. Most prior researchers examine these problems independently. It will be shown that both problems can be resolved concurrently. The concepts are applicable to both an existing as well as a new manufacturing facility.     

Improving Computer Training Effectiveness for Decision Technologies: Behavior Modeling and Retention Enhancement*

Managers and analysts increasingly need to master the hands‐on use of computer‐based decision technologies including spreadsheet models. Effective training can prevent the lack of skill from impeding potential effectiveness gains from decision technologies. Among the wide variety of software training approaches in use today, recent research indicates that techniques based on behavior modeling, which consists of computer skill demonstration and hands‐on practice, are among the most effective for achieving positive training outcomes. The present research examines whether the established behavior‐modeling approach to software training can be improved by adding a retention enhancement intervention as a substitute for, or complement to, hands‐on practice. One hundred and eleven trainees were randomly assigned to one of three versions of a training program for spreadsheets: retention enhancement only, practice only, and retention enhancement plus practice. Results obtained while controlling for total training time indicate that a combination of retention enhancement and practice led to significantly better cognitive learning than practice alone. The initial difference in cognitive achievement was still evident one week after training. Implications for future computer training research and practice are discussed.     

How Long Should a Customer Wait for Service?

A major concern for service managers is the determination of how long a customer should wait to be served. Services, due to the customer's direct interaction with the process, must face a trade-off between minimizing the cost of having a customer wait and the cost of providing good service. A total cost model is presented for determining how long a customer should wait when these two conflicting cost components are considered. An integral part of this model includes a measure of customer satisfaction with waiting time which is used to develop a waiting cost function. The model is then applied to a major fast food chain, using data collected at several locations. Analysis of the data reveals that the “ideal” waiting time for this firm is significantly less than the current corporate waiting time policy. Thus, as indicated by the model, a corporate policy change is recommended to provide much faster service. The adoption of such a policy would result in increased labor costs, and would simultaneously increase the firm's overall profits. Although appearing contradictory, increases in current labor costs and long-term profits are both possible when management takes the long-range perspective suggested in this paper.     

Risk heatmaps as visual displays: Opening movie studios after the COVID-19 shutdown

Upon shutting down operations in early 2020 due to the COVID-19 pandemic, the movie industry assembled teams of experts to help develop guidelines for returning to operation. It resulted in a joint report, The Safe Way Forward, which was created in consultation with union members and provided the basis for negotiations with the studios. A centerpiece of the report was a set of heatmaps displaying SARS-CoV-2 risks for a shoot, as a function of testing rate, community infection prevalence, community transmission rate (R0), and risk measure (either expected number of cases or probability of at least one case). We develop and demonstrate a methodology for evaluating such complex displays, in terms of how well they inform potential users, in this case, workers deciding whether the risks of a shoot are acceptable. We ask whether individuals making hypothetical return-to-work decisions can (a) read display entries, (b) compare display entries, and (c) make inferences based on display entries. Generally speaking, respondents recruited through the Amazon MTurk platform could interpret the display information accurately and make coherent decisions, suggesting that heatmaps can communicate complex risks to lay audiences. Although these heatmaps were created for practical, rather than theoretical, purposes, these results provide partial support for theoretical accounts of visual information processing and identify challenges in applying them to complex settings.