People-Centric Operations: Achievements and Future Research Directions

26 Pages Posted: 29 Oct 2020 Last revised: 22 Jan 2021

See all articles by Guillaume Roels

Guillaume Roels

INSEAD - Technology and Operations Management

Bradley R. Staats

University of North Carolina Kenan-Flagler Business School

Date Written: October 27, 2020

Abstract

As the nature of work has become more service-oriented, knowledge-intensive, and rapidly changing, people—be they workers or customers—have become more central to operational processes and have impacted operational outcomes in novel and perhaps more fundamental ways. Research in people-centric operations (PCO) studies how people affect the performance of operational processes. In this OM Forum, we define PCO as an area of study, offer a categorization scheme to take stock of where the field has allocated its attention to date, and offer our thoughts on promising directions for future research. The future of PCO is bright: Thanks to today’s availability of granular data, PCO researchers have numerous and growing opportunities to study, from both descriptive and prescriptive angles, the link between people’s behavior and operational performance.

Keywords: People, Operations Management, Forum, Clustering Analysis, Natural Language Processing

Suggested Citation

Roels, Guillaume and Staats, Bradley R., People-Centric Operations: Achievements and Future Research Directions (October 27, 2020). INSEAD Working Paper No. 2020/51/TOM, Available at SSRN: https://ssrn.com/abstract=3719847 or http://dx.doi.org/10.2139/ssrn.3719847

Guillaume Roels (Contact Author)

INSEAD - Technology and Operations Management ( email )

Boulevard de Constance
77 305 Fontainebleau Cedex
France

Bradley R. Staats

University of North Carolina Kenan-Flagler Business School ( email )

McColl Building, CB#3490
Chapel Hill, NC 27599
United States

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