Sanjeev K. Bordoloi received his Ph.D. in operations management from the University of Texas at Austin, an M.B.A. from Xavier Institute, India, and a B. Tech. in electrical engineering from Indian Institute of Technology, Varanasi, India. His research interests include: service management (health care, call centers, airlines and hospitality), process analysis and design, manufacturing flexibility, project management, technology management, and theory of constraints. His research papers have been published in several journals, including Journal of Production & Operations Management, Journal of Service Research, European Journal of Operations Research, Decision Science Institute Proceedings, Journal of International Technology & Information Management, Journal of Productivity Analysis, International Journal of Production Economics, Health Services Management Research and Health Care Management Review. Bordoloi's teaching experience includes MBA, BBA and executive development courses on operations management, service management, operations planning, decision analysis, business statistics, entrepreneurship and small businesses, project management, and total quality management. Before the University of St. Thomas, he taught at the University of Illinois at Urbana-Champaign, the College of William & Mary, the University of Alaska at Fairbanks and the University of Texas at Austin. He specializes in field-based courses where students apply classroom lessons to real-world situations in order to to augment their learning. Bordoloi won teaching awards and recognitions in the Graduate School of Business at both William & Mary and University of Illinois. He also authored the popular textbook Service Management: Operations, Strategy, Information Technology, 8th edition, McGraw-Hill, 2013.