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John & Nancy Lindahl Professorship for Excellence in Business Education CSOM Operations & Mgmt Sci 3-229 CarlSMgmt 321 19th Ave S Minneapolis, MN  55455 Phone: 612/624-4015 Fax: 612/624-8804 ahill@umn.edu Personal URL

Education
PhD, 1977, management, Purdue University
MS, 1974, industrial administration, Purdue University
BA, 1972, mathematics, Indiana University

Arthur Hill is the John and Nancy Lindahl Professor for Excellence in Business Education. He holds a BA in Mathematics from Indiana University, an MS in Industrial Administration and a Ph.D. in Management from the Krannert School of Management at Purdue University. Professor Hill was the Editor-in-Chief of the Journal of Operations Management, the leading academic journal in the field. He is a Fellow of the American Production Inventory Control Society and wrote the APICS CPIM and CIRM certification exams for many years. He has been a visiting professor at Indiana University, IMD International (Lausanne, Switzerland), Wits Business School (Johannesburg), and the National University of Singapore. He founded the Carlson Consulting Enterprise, which provides an intensive consulting experience for Carlson MBA students. He has authored over 70 research articles on topics related to manufacturing management, service management, distribution, and retail management. He has consulted for a number of leading firms in both the United States and Europe. His current research focuses on service quality, quality management, and supply chain management.

Expertise
Operations management
Service operations management
Production and inventory management
International operations management
Service quality management
Production and inventory management

Research Statement
I am committed to problem-driven research in the field of operations management. Problem-driven research starts with real problems faced by real managers in real organizations and develops deep insights that help practicing managers and contribute to the academic research literature. My research is often informed by a panel of leading-edge executives and consultants and is usually supported by a major firm that provides the context and empirical data for the research. In recent years, my research has been conducted in collaboration with major companies such as 3M, Boston Scientific, Medtronic, Carlson Companies, and the Mayo Clinic. My research interests currently include lean, lean Six Sigma, service quality, supply chain management, and sales & operations planning.

Current Research
Service quality
Clearance pricing
Supply chain management
Mass customization
Service supply chain management

Major Publications

• "A Preliminary Investigation of the Relationships between Employee Motivation/Vision, Service Learning, and Perceived Service Quality," Julie M. Hays and Arthur V. Hill, Journal of Operations Management (2001).
• "A Longitudinal Empirical Study of the Effect of a Service Guarantee on Employee Motivation/Vision, Service Learning, and Perceived Service Quality," Julie M. Hays and Arthur V. Hill, Production and Operations Management (2001).
• "Five Challenges for the Operations Management Research Community," Arthur V. Hill, Journal of Operations Management (2002). (Invited lead article)
• "Research Opportunities in Service Design Research," Arthur V. Hill, David A. Collier, Craig M. Froehle, John C. Goodale, Richard D. Metters, and Rohit Verma, Journal of Operations Management, special issue on service process design (2002).
• "Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)," Chee-Chuong Sum, Yang-Sang Lee, Julie M. Hays, and Arthur V. Hill, Decision Sciences (Summer 2002).
• "Production Planning for Medical Devices with an Uncertain Approval Date," Arthur V. Hill and William J. Sawaya III, IIE Transactions (2004).
• "A Pricing Model for Clearing End-of-Season Retail Inventory," Diwakar Gupta, Arthur V. Hill, and Tatianna Bouzdine-Chameeva, European Journal of Operational Research (April 2006).
• "An Extended Longitudinal Study of the Effects of a Service Guarantee," Julie M. Hays and Arthur V. Hill, Production and Operations Management (Spring 2006).

Books

• Field Service Management: An Integrated Approach to Increasing Customer Satisfaction, Arthur V. Hill (McGraw-Hill, 1992).

Teaching Philosophy
My job as a teacher is to create an environment for my students to discover the solutions to important operations management problems. My teaching is a direct by-product of a tightly coupled process that includes empirical field research, consulting, case-writing, book-writing, and teaching. My empirical field research and consulting gives me entree into many corporate board rooms, factory shop floors, operating rooms, back-office operations, and call centers. I often leverage these relationships to write teaching cases on these firms, which results in relevant and current cases, deep first-hand case knowledge, and the opportunity to have the key executives engage in the case discussion.

Courses

Fall, 2009

CMBA 5614 Operations Management Sec.  001

MBA 6220 Operations Management Sec.  001

MBA 6220 Operations Management Sec.  002

Fall, 2010

CMBA 5614 Operations Management Sec.  001

Current Editorial Appointments

• Editorial Advisory Board, Journal of Operations Management
• Editorial Review Board, Decision Sciences journal, 2004-present