She earned her BS in Genetics and Cell Biology and MBA at the University of Minnesota and her PhD in Operations Management from The Ohio State University. Her research interests include service process design and management. Her teaching interests are in service management, operations strategy, and general operations management. She was awarded a Juran Scholar Award as well as a McKnight Foundation grant to support her research on service process variability. She is published in Journal of Operations Management, Production and Operations Management Journal, and Decision Sciences, among others. Books Published and Book Chapters