Modeling a manager’s work as a service activity

Yuval Cohen, Shai Rozenes, Maurizio Faccio

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


Planning of manager’s workload is an elusive and challenging issue that has no exact quantitative tools. This paper develops for the first time (to the best of our knowledge) an analytical model that shows how a manager’s activity and its associated workload can be analyzed as a provision of various services. The model is essentially a queuing model of tasks with arrivals, waiting time, and services (with a single server). The model is first analyzed in the most general way, finding the mean values of waiting times and queue length. While the proposed model is for one manager, it is based on very general assumptions and would fit most practical environments. Then, a simpler model for determining the optimal span of control for a manager is developed and illustrated using a numerical example.

Original languageEnglish
Title of host publicationExploring Services Science - 7th International Conference, IESS 2016, Proceedings
EditorsHenriqueta Nóvoa, Theodor Borangiu, Monica Drăgoicea
PublisherSpringer Verlag
Number of pages6
ISBN (Print)9783319326887
StatePublished - 2016
Externally publishedYes
Event7th International Conference on Exploring Services Science, IESS 2016 - Bucharest, Romania
Duration: 25 May 201627 May 2016

Publication series

NameLecture Notes in Business Information Processing
ISSN (Print)1865-1348


Conference7th International Conference on Exploring Services Science, IESS 2016

Bibliographical note

Publisher Copyright:
© Springer International Publishing Switzerland 2016.


  • Manager load
  • Queuing
  • Server
  • Span of control
  • Workload


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