Tolga Tezcan

Professor of Management Science and Operations (on leave from London Business School)

BS (Bilkent) MS (Colorado State) MS PhD (Georgia Tech)

Academic Director of MBA, MiM, MAM, EMBA-Global and LBS Sloan Programmes

Professor Tolga Tezcan’s research focuses on how to design and manage service systems under uncertainty with applications in customer service and healthcare systems. He has worked with customer call centres, customer service chat systems, emergency departments, and hospitals. He was awarded the NSF Career Award in 2010 for his research and serves on the editorial boards of the journals Management Science, Operations Research, Stochastic Systems, and Mathematical Methods of Operations Research.

Professor Tezcan’s work has been published in Management Science, Operations Research, Manufacturing & Service Operations Management, Annals of Applied Probability, and other journals.

He teaches MBA courses on Business Analytics, Data Mining, and a PhD seminar on Queueing Theory. He has taught at the University of Illinois and University of Rochester.

Research Awards

  • Career Award, 2010 NSF 

  • 2nd place in the best paper competition of Informs Section for Public Programs, Service, and Needs, 2013

  • 2014, William E. Simon Graduate School of Business Administration Spring Teaching Honor Roll


Hospital Readmissions Reduction Program does not provide the right incentives: issues and remedies

Arifoglu K; Ren H; Tezcan T

Management Science 2021 Vol 67:4 p 2191-2210

Proactive customer service: operational benefits and economic frictions

Delana K; Savva N; Tezcan T

Manufacturing & Service Operations Management 2021 Vol 23:1 p 70-87


Can yardstick competition reduce waiting times?

Savva N; Tezcan T; Yildiz O

Management Science 2019 Vol 65:7 p 3196-3215

When to use provider triage in emergency departments

Kamali M; Tezcan T; Yildiz O

Management Science 2019 Vol 65:3 p 955-1453


Service systems with heterogeneous customers: investigating the effect of telemedicine on patient care

Rajan B; Tezcan T; Seidman A

Management Science 2016 Vol 65:3 p 1236-1267


Approximations for chat service systems using many-server diffusion limits

Cui L; Tezcan T

Mathematics of Operations Research 2015 Vol 41:3 p 775-807

Optimal sampling strategies in the coupon collectors problem with unknown population size

Dobson G; Tezcan T

Annals of Operations Research 2015 Vol 233:1 p 77-99


Determining the optimal configuration of hospital inpatient rooms in the presence of isolation patients

Pinker E; Tezcan T

Operations Research 2014 Vol 61:6 p 1259-1276

Routing and staffing in customer service chat systems with impatient customers

Tezcan T; Zhang J

Operations Research 2014 Vol 62:4 p 943-956


Optimal workflow decisions for investigators in system with interruptions

Dobson G; Tezcan T; Tilson V

Management Science 2013 Vol 59:5 p 1125-1141

Stability analysis of N-model systems under a static priority rule

Tezcan T

Queueing Systems 2013 Vol 73:3 p 235-259

Hazard rate scaling for the GI/M/n+GI queue in heavy traffic

Reed J; Tezcan T

Operations Research 2012 Vol 60:4 p 981-995

Robust design and control of call centers wit flexible interactive voice response systems

Tezcan T; Behzad B

Manufacturing & Service Operations Management 2012 Vol 14:3 p 386-401


Shadow routing based control of flexible multi-server pools in overload

Stolyar A L; Tezcan T

Operations Research 2011 Vol 59:6 p 1427-1444

Stability analysis of parallel server systems under longest queue first

Baharian G; Tezcan T

Mathematical Methods of Operations Research 2011 Vol 74:2 p 257-279

State space collapse in many server diffusion limits of parallel server systems

Dai J G ; Tezcan T

Mathematics of Operations Research 2011 Vol 36:2 p 271-320


Control of systems with flexible multi-server polls: A shadow routing approach

Stolyar A L; Tezcan T

Queueing Systems 2010 Vol 66:1 p 1-51

Many-server diffusion limits for G/Ph/n+GI queues

Dai J G; He S; Tezcan T

Annals of Applied Probability 2010 Vol 20:5 p 1854-1890

Staffing call-centers with uncertain demand forecasts: A chance-constraints approach

Gurvich I; Luedtke J; Tezcan T

Management Science 2010 Vol 56:7 p 1093-1115


Instability of FIFO in a simple queueing system with arbitrarily low loads

Tezcan T

Operations Research Letters 2009 Vol 37:5 p 312-316


Optimal control of distributed parallel server systems under the Halfin and Whitt regime

Tezcan T

Mathematics of Operations Research 2008 Vol 33:1 p 51-90

Optimal control of parallel server systems with many servers in heavy traffic

Tezcan T; Dai J G

Queueing Systems 2008 Vol 59:2 p 95-134


Hospital Readmissions Reduction Program does not provide the right incentives: Issues and remedies

Arifoglu K; Ren H; Tezcan T

Social Sciences Research Network

Teaching portfolio

Our teaching offering is updated annually. Faculty and programme material are subject to change.