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Case Article—Three Mountain Communications: Fairness Considerations for Workplace Task Allocation

Author

Listed:
  • Wei Wu

    (Amazon.com, Inc., Seattle, Washington 98121)

  • Rashmi Sharma

    (Smeal College of Business, The Pennsylvania State University, University Park, Pennsylvania 16802)

  • Saurabh Bansal

    (Smeal College of Business, The Pennsylvania State University, University Park, Pennsylvania 16802)

Abstract

The case study has two primary objectives: incorporating fairness considerations in managerial decision making and introducing task allocation using an optimization model. The case focuses on a call center that faces the issue of daily task allocation. The current self-selection-based allocation protocol has created friction among employees. To enable employee satisfaction and boost team morale, the call center needs to develop an allocation model that is perceived to be fair by employees. The case tends to elicit enthusiastic participation from students, especially on the theme of workplace fairness and the role of gender and individual constraints on employees’ ability to excel at the workplace. Overall, students believed the case was challenging and that it provided them skills to combine (i) optimization modeling and (ii) qualitative considerations for workplace fairness that they studied in management and leadership courses.

Suggested Citation

  • Wei Wu & Rashmi Sharma & Saurabh Bansal, 2025. "Case Article—Three Mountain Communications: Fairness Considerations for Workplace Task Allocation," INFORMS Transactions on Education, INFORMS, vol. 25(3), pages 195-199, May.
    • Handle: RePEc:inm:orited:v:25:y:2025:i:3:p:195-199
    DOI: 10.1287/ited.2023.0044ca
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    References listed on IDEAS

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    3. Dimitris Bertsimas & Vivek F. Farias & Nikolaos Trichakis, 2012. "On the Efficiency-Fairness Trade-off," Management Science, INFORMS, vol. 58(12), pages 2234-2250, December.
    4. Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
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