6. Operations Management

“Go ahead, make my day.”

—CLINT EASTWOOD AS HARRY CALLAHAN IN Sudden Impact (1983)

I have something in common with Michael Feldman of the public radio show Whad’Ya Know. For a few years I worked with Union Cab Cooperative of Madison. Union Cab, an employee-owned and operated cooperative, has years of data showing when and where they pick up and drop off passengers. The precise path of travel of every ride is tracked by GPS sensors and logged with time-stamps every few seconds. With an active call center, a sixty-cab fleet, and an operation that never shuts down, Union Cab is a treasure trove of data. Working with these data gave me an appreciation for the importance of analytics in operations management.

Operations managers ...

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