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Sanjeev Bordoloi

Associate Professor

  • Education
  • B.Tech., Electrical Engineering, Indian Institute of Technology (IIT) - Banaras Hindu University
    M.B.A., Operations Management and Finance, Xavier Labour Relations Institute
    Graduate Diploma in Steel Making, Jamshedpur Technical Institute, Tata Iron & Steel Co.
    Ph.D., Operations Management, University of Texas
  • Research Interests
  • Health care operations, business analytics, Lean Six Sigma quality and process improvement across a wide variety of industries including sports, hospitality, entertainment, manufacturing, call center operations.

As a teacher, scholar, author and consultant, Sanjeev K. Bordoloi, PhD, brings his seven years of full-time industry experience, and 20 years of teaching experience across four different universities, to the classroom. He is also the lead author of the popular textbook, Service Management: Operations, Strategy, Information Technology, 9th edition (McGraw-Hill, 2018).

Bordoloi emphasizes applied and tool-based teaching that includes business analytics and operations/supply chain concepts in the MBA, Executive MBA and Health Care MBA programs. He also teaches operations and Lean Six Sigma quality courses in the professional development programs.

His research focuses on health care operations, business analytics, Lean Six Sigma quality and process improvement across a wide variety of industries including sports, hospitality, entertainment, manufacturing and call center operations.

Bordoloi’s research has been published in the Journal of Production & Operations Management, the Journal of Service Research, the European Journal of Operations Research, INFORMS Transactions on Education, Health Services Management Research, the Health Care Management Review and more.


  • Bordoloi, S. (forthcoming). Modeling patient satisfaction in healthcare. International Journal of Services and Operations Management,
  • Bordoloi, S. (2016). Optimal mix of operations management contents for a blended course for teaching healthcare MBA students. INFORMS Transactions on Education, (16)(3), pp. 87-92
  • White, S. W., & Bordoloi, S. (2015). A review of DEA-based resource and cost allocation models: Implications for services. International Journal of Services and Operations Management, (20)(1), pp. 86-101
  • Gu, W., & Bordoloi, S. (2012). Performance evaluation of metro stations in Shanghai: A service contract perspective. International Journal of Services and Operations Management, (11)(2), pp. 151-168
  • Bordoloi, S. (2009). Who's the real bottleneck?. International Journal of Global Business and Economics, (2-3), pp. 33-42
  • Bordoloi, S., & Guerrero, H. (2008). Design for control: A new perspective on product design. International Journal of Production Economics, (113)(1), pp. 346-358
  • Bordoloi, S., Aggarwal, P. K., & Tobin, T. (2008). A quantitative model for CRM performance evaluations. Journal of International Technology and Information Management, (10)(2), pp. 99-110
  • Bordoloi, S., & Beach, K. (2007). Improving operational efficiency in an inner-city emergency department. Health Services Management Research, (20), pp. 105-112
  • Bordoloi, S. (2006). A control rule for recruitment planning in knowledge-intensive engineering consultancy. Journal of Productivity Analysis, (26), pp. 147-163
  • Bordoloi, S. (2004). Agent recruitment planning in knowledge-intensive call centers. Journal of Service Research, (6)(4), pp. 309-323

Books and Chapters

  • Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2018). Service management: Operations, strategy, information technology 9th ed. McGraw-Hill
  • Fitzsimmons, J., Fitzsimmons, M., & Bordoloi, S. (2013). Service management: Operations, strategy, information technology 8th ed. McGraw-Hill

  • Alfred Page Graduate Teaching Award, 2004
  • List of Teachers Ranked by Students as Excellent, 2007
  • Outstanding Paper Award, 2004
  • Sam M. Walton Free Enterprise Fellow, 2002
  • Sam M. Walton Free Enterprise Fellow, 2003
  • Sam M. Walton Free Enterprise Fellow, 2004
  • Sam M. Walton Free Enterprise Fellow, 2005
  • School of Business Summer Research Grant, 2004
  • Southeast Decision Science Institute (DSI) conference, 2004

  • DSI - Decisions Sciences Institute
  • INFORMS - Institute of Operations Research & Management Services
  • MSOM - Manufacturing & Service Operations Management
  • POMS - Production & Operations Management Society
  • YMCA - Ridgedale, Minnesota, Board Member

  • Associate Professor, University of St. Thomas, St. Paul / Minneapolis (2007 - present)
  • Visiting Associate Professor, University of Illinois - Urbana, Champaign (2006 - 2007)
  • Assistant Professor, College of William & Mary, Williamsburg (1998 - 2006)