Journal Articles
Torabi, E., Cayirli, T., Froehle, C., Klassen, K. and Yoogalingam, R.. FASStR: A Framework for Ensuring High-Quality Operational Metrics in Healthcare, The American Journal of Managed Care, Volume 26, Number 6, 2020.
Klassen, K. and Yoogalingam, R.. Appointment Scheduling in Multi-Stage Outpatient Clinics, Health Care Management Science, Volume 22, Number 2, 2019.
Ahmadi-Javid, A., Jalali, Z. and Klassen, K.. Outpatient Appointment Systems in Healthcare: A Review of Optimization Studies, European Journal of Operational Research, Volume 258, Number 1, 2017.
Huang, Y. and Klassen, K.. Using Six Sigma, Lean, and Simulation to Improve the Phlebotomy Process, Quality Management Journal, Volume 23, Number 2, 2016.
Klassen, K. and Yoogalingam, R.. Strategies for Appointment Policy Design with Patient Unpunctuality, Decision Sciences, Volume 45, Number 5, 2014.
Klassen, K. and Yoogalingam, R.. Appointment System Design with Interruptions and Physician Lateness, International Journal of Operations and Production Management, Volume 33, Number 4, 2013.
White, D., Froehle, C. and Klassen, K.. The Effect of Integrated Scheduling and Capacity Policies on Clinical Efficiency, Production and Operations Management, Volume 20, Number 3, May, 2011.
Klassen, K. and Yoogalingam, R.. Improving Performance in Outpatient Appointment Services with a Simulation Optimization Approach, Production and Operations Management, Volume 18, Number 4, 2009.
Biktimirov, E. and Klassen, K.. Relationship Between Use of Online Support Materials and Student Performance in an Introductory Finance Course, Journal of Education for Business, Volume 83, Number 3, January, 2008.
Klassen, K. and Yoogalingam, R.. An Assessment of the Interruption Level of Doctors in Outpatient Appointment Scheduling, Operations Management Research, Volume 1, Number 2, 2008.
Yang, J. and Klassen, K.. How Financial Markets Reflect the Benefits of Self-Service Technologies, Journal of Enterprise Information Management, Volume 83, Number 5, 2008.
Klassen, K. and Biktimirov, E.. Relationship Between Student Performance and Specific Online Support Materials in an Operations Course, Journal of the Academy of Business Education, Volume 8, Number Summer, 2007.
Klassen, K., Trybus, E. and Kumar, A.. Planning Food Services for a Campus Setting, International Journal of Hospitality Management, Volume 24, Number 4, Fall, 2005.
Klassen, K. and Rohleder, T.. Outpatient Appointment Scheduling with Urgent Clients in a Dynamic, Multi-Period Environment, International Journal of Service Industry Management, Volume 15, Number 2, March, 2004.
Klassen, K. and Rohleder, T.. Using Customer Motivations to Reduce Peak Demand: Does it Work?, The Service Industries Journal, Volume 24, Number 5, 2004.
Klassen, K. and Smith, W.. Web-Log Analysis: A Study of Instructor Evaluations Done Online, Journal of Information Technology Education, Volume 3, Number 1, 2004.
Klassen, K. and Willoughby, K.. In-Class Simulation Games: Assessing Student Learning, Journal of Information Technology Education, Volume 2, Number 1, 2003.
Klassen, K., Kumar, A. and Trybus, E.. Parking Needs Analysis for Multiple Facilities using Multiple Lots, The Service Industries Journal, Volume 22, Number 4, October, 2002.
Rohleder, T. and Klassen, K.. Rolling Horizon Appointment Scheduling: A Simulation Study, Health Care Management Science, Volume 5, Number 3, September, 2002.
Klassen, K. and Rohleder, T.. Demand and Capacity Management Decisions in Services: How they Impact one Another, International Journal of Operations and Production Management, Volume 22, Number 5, June, 2002.
Klassen, K. and Rohleder, T.. Combining Operations and Marketing to Manage Capacity and Demand in Services, The Service Industries Journal, Volume 21, Number 2, 2001.
Rohleder, T. and Klassen, K.. Using Client-Variance Information to Improve Dynamic Appointment, Omega: The International Journal of Management Science, Volume 28, Number 3, 2000.
Rohleder, T. and Klassen, K.. Using Client-Variance Information to Improve Dynamic Appointment Scheduling Performance, Omega: The International Journal of Management Science, Volume 28, Number 3, 2000.
Klassen, K., Russell, R. and Chrisman, J.. Efficiency and Productivity Measures for High Contact Services, The Service Industries Journal, Volume 18, Number 4, 1998.
Klassen, K. and Rohleder, T.. Scheduling Outpatient Appointments in a Dynamic Environment, Journal of Operations Management, Volume 14, Number 2, 1996.
Book Chapters / Sections
Klassen, K. and Willoughby, K.. Operations Management, Flexible Edition - Chapter: Decision-Making Exercises (2 Games, 3 editions of text). Editors: Jay Heizer. Pearson / Prentice Hall, New Jersey, 2012.
Klassen, K. and Willoughby, K.. Operations Management - Chapter: Decision-Making Exercises (2 Games, 3 editions of text). Editors: Jay Heizer. Pearson / Prentice Hall, New Jersey, 2011.
Klassen, K. and Willloughby, K.. Principles of Operations Management - Chapter: Decision-Making Exercises (2 Games, 3 editions of text). Editors: Jay Heizer. Pearson / Prentice Hall, New Jersey, 2011.
Klassen, K. and Willoughby, K.. Business Simulations - Chapter: In-Class Simulation Games: Assessing Student Learning. Editors: Srikant Kapoor. Icfai University Press, India, 2009.
Klassen, K. and Willoughby, K.. Project Management: Achieving Competitive Advantage - Chapter: Project Management Simulation Game. Editors: Jeff Pinto. Pearson / Prentice Hall, New Jersey, 2007.
Klassen, K.. Successful Service Operations Management - Chapter: Pedogicical Example of Data Envelopment Analysis. Editors: R. Metters, K. King-Metters, M. Pullman. Thomson - South-Western, United States of America, 2006.
Conference Proceedings and Presentations
Klassen, K., Ahmadi-Javid, A. and Jalali, Z.. Outpatient Appointment Scheduling with a Risk-Averse Decision Maker - INFORMS Healthcare Conference, Cambridge, Massachusetts, July, 2019.
Klassen, K., Ahmadi-Javid, A. and Jalali, Z.. Appointment Scheduling that Accounts for Risk - Administrative Sciences Association of Canada Conference, St Catharines, Ontario, May, 2019.
Klassen, K., Ahmadi-Javid, A. and Jalali, Z.. Risk-Averse Appointment Scheduling - Production and Operations Management Society Conference, Washington, District of Columbia, May, 2019.
Torabi, E., Cayirli, T., Froehle, C., Klassen, K., Magazine, M., Ward, M. and White, D.. A Framework for Ensuring High-Quality Operational Metrics in Healthcare - Production and Operations Management Society, Houston, Texas, 2018.
Klassen, K. and Yoogalingam, R.. Developing Outpatient Systems for Multi-Stage Clinics - Production and Operations Management Society (POMS) Conference, Seattle, Washington, May, 2017.
Klassen, K. and Yoogalingam, R.. Outpatient Appointment Systems for Multi-Stage Clinics - Production and Operations Management Society (POMS) Conference, Tel Aviv, Israel, 2017.
Klassen, K. and Yoogalingam, R.. Multi-Stage Outpatient Clinics: Appointment Schedules that Improve Performance - Invited presentation at INFORMS Healthcare Conference, Nashville, Tennessee, 2015.
Torabi, E., Cayirli, T., Froehle, C., Klassen, K., Magazine, M. and White, D.. Performance Metrics in Outpatient Healthcare: A Framework - INFORMS Annual Conference, Minneapolis, Minnesota, October, 2013.
Torabi, E., Cayirli, T., Froehle, C., Klassen, K., Magazine, M. and White, D.. A Unifying Framework of Performance Metrics for Outpatient Healthcare Operations - Production and Operations Management Society Conference, Denver, Colorado, May, 2013.
Klassen, K. and Yoogalingam, R.. Towards Broad Appointment Scheduling Policies: Enriched Understanding from Simulation Optimization - INFORMS Annual Meeting, Phoenix, Arizona, October, 2012.
Ombuki-Berman, B., Klassen, K. and Harrington, A.. Using Summed Ranks and Pareto Ranking to Design Outpatient Schedules - Canadian Operational Research Society Conference, Niagara Falls, Ontario, June, 2012.
Klassen, K., Ombuki-Berman, B. and Harrington, A.. Developing Appointment Schedules with Genetic Algorithms - Production and Operations Management Society Conference, Chicago, Illinois, April, 2012.
Klassen, K. and Yoogalingam, R.. Insights into a General Appointment Scheduling Framework from Simulation-Optimization - INFORMS Healthcare Conference, Montreal, Quebec, June, 2011.
Klassen, K. and Yoogalingam, R.. General Rules for Appointment Scheduling - Production and Operations Management Society Conference, Reno, Nevada, May, 2011.
Klassen, K. and Yoogalingam, R.. General Rules for Appointment Scheduling - Mayo Clinic Conference on Systems Engineering and Operations Research in Health Care, Rochester, Minnesota, 2011.
Klassen, K.. Doctor Lateness, Patient Unpunctuality and Interruptions in Outpatient Scheduling - Research Seminar, College of Medicine and Dentistry, University of Exeter, Exeter, England, June, 2010.
Klassen, K. and Yoogalingam, R.. Using Simulation Optimization to Develop Scheduling Patterns for Patient Unpunctuality - European Operations Management Association Conference, Porto, Portugal, June, 2010.
Klassen, K. and Yoogalingam, R.. Patient Unpunctuality and Priority Rules for Scheduling Appointments - Production and Operations Management Society Conference, Vancouver, British Columbia, May, 2010.
Klassen, K.. Teaching and your Academic Career - Production and Operations Management Society Doctoral Student Consortium, Vancouver, British Columbia, May, 2010.
Klassen, K. and Yoogalingam, R.. Doctor Interruptions and Unpunctuality in Outpatient Appointment Scheduling - International Conference on Operations and Supply Chain Management, Wuhan, China, July, 2009.
Klassen, K.. Doctor Lateness, Patient Unpunctuality and Interruptions in Outpatient Scheduling - Graduate Student Research Seminar, Yogyakarta, Indonesia, July, 2009.
Klassen, K. and Yoogalingam, R.. Handling Service Interruptions and Server/Client Unpunctuality in Outpatient Scheduling - INFORMS International Meeting, Toronto, Ontario, June, 2009.
Klassen, K. and Yoogalingam, R.. Outpatient Scheduling in the Presence of Interruptions and Server/Client Unpunctuality - Production and Operations Management Society Conference, Orlando, Florida, May, 2009.
Klassen, K.. Teaching and your Academic Career - Production and Operations Management Society Doctoral Student Consortium, Orlando, Florida, May, 2009.
Klassen, K. and Yoogalingam, R.. Doctor Interruptions and Unpunctuality in Outpatient Scheduling - Operational Research Applied to Health Services Meeting, Toronto, Ontario, July, 2008.
Klassen, K. and Yoogalingam, R.. Scheduling in the Presence of No-Shows: Insights from a Simulation Optimization Approach - European Operations Management Association Conference, Groningen, Netherlands, June, 2008.
Klassen, K. and Yoogalingam, R.. Doctor Interruptions and Unpunctuality: Effect on Clinic Operations - Production and Operations Management Society Conference, La Jolla, California, May, 2008.
Klassen, K. and Yoogalingam, R.. Effect of Doctor Interruptions and Unpunctuality - Canadian Operational Research Society Conference, Quebec City, Quebec, May, 2008.
Klassen, K.. Waiting, Waiting, Waiting: What can be Done? - Innovations in Healthcare Delivery Conference, Cincinatti, Ohio, October, 2007.
Klassen, K.. How Research can Impact Practice, or: Why doesn't that 'Best' Outpatient Scheduling Rule Work? - DSI MiniConfernce on Service Science, Pittsburgh, Pennsylvania, May, 2007.
Klassen, K. and Riihimaki, G.. Improving Funding Allocation in a Community Care Access Centre - Production and Operations Management Society Conference, Dallas, Texas, May, 2007.
Klassen, K. and Yoogalingam, R.. Outpatient Appointments: Scheduling with the Plateaued-Dome Pattern - Production and Operations Management Society Conference, Dallas, Texas, May, 2007.
Klassen, K. and Riihimaki, G.. Improving Health Care Forecasting in a Non-Profit Organization using Quantitative Methods - NorthEast Decision Sciences Conference, Baltimore, Maryland, March, 2007.
Klassen, K. and Yoogalingam, R.. Applying Simulation Optimization to Reduce Client Waiting Times in Outpatient Services - 37th Annual Meeting of the Decision Sciences Institute, San Antonio, Texas, November, 2006.
Yang, J. and Klassen, K.. Self-Serve Technology Implementations: Do they Provide a Sustainable Competitive Advantage? - 37th Annual Meeting of the Decision Sciences Institute, San Antonio, Texas, November, 2006.
Yang, J. and Klassen, K.. How Financial Markets Reflect the Benefits of Self-Service Technology - Administrative Sciences Association of Canada Conference, Banff, Alberta, June, 2006.
Riihimaki, G. and Klassen, K.. Forecasting Demand for a Community Care Access Centre - 48th Canadian Operational Research Society Conference, Montreal, Quebec, May, 2006.
Klassen, K. and Yoogalingam, R.. Outpatient Scheduling: Combining Simulation with a Metaheuristic Framework to Approach Optimal Solutions - 48th Canadian Operational Research Society Conference, Montreal, Quebec, May, 2006.
Klassen, K.. Load, Client Variance, and Scheduling Rules in a Multi-Period Outpatient Environment - 35th Annual Meeting of the Decision Sciences Institute, Boston, Massachusetts, November, 2004.
Klassen, K.. Service Operations Textbooks: Summary and Review - 35th Annual Meeting of the Decision Sciences Institute, Boston, Massachusetts, November, 2004.
Klassen, K.. A Spreadsheet Verson of the Beer Distribution Game - World Conference of the Production and Operations Management Society, Cancun, Mexico, April, 2004.
Klassen, K. and Willoughby, K.. MusikFest: An In-Class Project Management Game - 34th Annual Meeting of the Decision Sciences Institute, Washington, District of Columbia, November, 2003.
Cho, D.I. and Klassen, K.. A Customer Oriented Approach to Student Enrollment Decisions in Higher Education - The 45th Canadian Operational Research Society Conference, Vancouver, British Columbia, June, 2003.
Kumar, A., Klassen, K. and Trybus, E.. Food Services Planning for a University Campus: Analysis of Demand, Capacity, and Customer Satisfaction - 32nd Annual Meeting of the Western Decision Sciences Institute, Kauai, Hawaii, April, 2003.
Klassen, K.. Teaching a Second Undergraduate Service Operations Course - 14th Annual Meeting of the Production and Operations Management Society, Savannah, Georgia, April, 2003.
Klassen, K. and Smith, W.. From Atoms to Bits: Using Web-Logs To Understand On-Line Instructor Evaluations - 33rd Annual Meeting of the Decision Sciences Institute, San Diego, California, November, 2002.
Klassen, K.. Managing Service Capacity and Service Demand - Research and Practice - 33nd Annual Meeting of the Decision Sciences Institute, Service Management Mini-Conference, San Diego, California, November, 2002.
Klassen, K. and Rohleder, T.. Planning for Urgent Clients in a Dynamic, Rolling Horizon Environment - 33rd Annual Meeting of the Decision Sciences Institute, San Diego, California, November, 2002.
Klassen, K.. Teaching Quantitative Service Topics - 32nd Annual Meeting of the Decision Sciences Institute, San Diego, California, November, 2002.
Klassen, K. and Smith, W.. Web-Log Analysis of On-line Student Evaluations - 14th Annual CSU-POM Faculty Development Conference, San Francisco, California, February, 2002.
Klassen, K. and Willoughby, K.. Assessing Student Learning from an Inventory Simulation Game - 32nd Annual Meeting of the Decision Sciences Institute, San Francisco, California, November, 2001.
Klassen, K.. Games and Projects for Teaching Service Operations - 32nd Annual Meeting of the Decision Sciences Institute, Service Management Mini-Conference, San Francisco, California, November, 2001.
Klassen, K., Kumar, A. and Trybus, E.. Campus Food Planning: Issues and Analysis - 30th Annual Meeting of the Western Decision Sciences Institute, Vancouver, British Columbia, April, 2001.
Trybus, E., Klassen, K. and Kumar, A.. Customer Satisfaction with Campus Food Service - 13th Annual CSU-POM Faculty Development Conference, San Bernadino, California, February, 2001.
Klassen, K.. Adapting Group Projects to be Successful in Dissimilar Student Bodies - 31st Annual Meeting of the Decision Sciences Institute, Orlando, Florida, November, 2000.
Kumar, A., Klassen, K. and Trybus, E.. Demand Analysis and Site Selection for Campus Parking: Heuristic Approaches - 29th Annual Meeting of the Western Decision Sciences Institute, Maui, Hawaii, March, 2000.
Trybus, E., Kumar, A. and Klassen, K.. Improving Service Quality: A Study of Parking Satisfaction at a University Campus - 12th Annual CSU-POM Faculty Development Conference, Sacramento, California, February, 2000.
Klassen, K. and Rohleder, T.. Using Customer Motivations to Reduce Peak Demand in Services: Does it Work? - 30th Annual Meeting of the Decision Sciences Institute, New Orleans, Louisiana, November, 1999.
Kumar, R., Klassen, K. and Trybus, E.. Structuring the Parking Problem at CSU, Northridge - 11th Annual CSU-POM Faculty Development Conference, San Diego, California, February, 1999.
Klassen, K.. New Perspectives in Services Management Research - 31st Annual Meeting of the Decision Sciences Institute, Service Management Mini-Conference, Las Vegas, Nevada, November, 1998.
Klassen, K. and Rohleder, T.. Outpatient Appointment Scheduling: Modeling a Rolling Horizon - 29th Annual Meeting of the Decision Sciences Institute, Las Vegas, Nevada, November, 1998.
Klassen, K. and Rohleder, T.. Handling Varying Demand & Supply Management Capabilities in Services - INFORMS/CORS Conference, Montreal, Quebec, April, 1998.
Klassen, K.. How to Solve 4000 Integer Linear Programs in a User-Friendly Environment - INFORMS/CORS Conference, Montreal, Quebec, April, 1998.
Klassen, K. and Rohleder, T.. A Model for Improving Demand and Supply Management in Services - 28th Annual Meeting of the Decision Sciences Institute, Orlando, Florida, November, 1997.
Klassen, K. and Rohleder, T.. Simultaneous Management of Demand and Supply in Services - INFORMS Conference, Dallas, Texas, October, 1997.
Rohleder, T. and Klassen, K.. Client Variance and Scheduler Uncertainty in Dynamic Appointment Scheduling - 27th Annual Meeting of the Decision Sciences Institute, Honalulu, Hawaii, November, 1996.
Noori, H. and Klassen, K.. Product and Process Decoupling and Excess Process Capability - 5th International Conference on the Management of Technology, Miami, Florida, May, 1996.
Klassen, K.. Measuring Productivity in Services: it need not be difficult - Western Academy of Management Conference, Banff, Alberta, March, 1996.
Klassen, K.. Scheduling Outpatient Appointments in a Dynamic Environment - Canadian Operational Research Society, Calgary, Alberta, May, 1995.
Fournier, Bruce and Klassen, K.. Lessons Learned in Forming and Evaluating a Total Quality Management (TQM) Network among Local Businesses - Administrative Sciences Association of Canada, Banff, Alberta, May, 1993.
Other Publications and Presentations
Klassen, K.. Cooper Construction Ltd.: Goodman School of Business Expansion Project, , 2019.
Klassen, K. and Rayo, L.. eRecon Software Development at Hospital Corporation of America, , 2016.
Klassen, K. and Riddell, B.. Niagara Falls Construction Project: Scheduling, Resources, Costs and Bureaucracy, , 2015.
Klassen, K. and Miele, L.. American Constructors, Inc.: World Outreach Expansion Project, , 2011.
Klassen, K. and Miele, L.. The Toronto Sun and Caribana, , 2010.