Nicole DeHoratius is an expert in the management of retail operations. As a faculty member of the University of Chicago’s Booth School of Business, she has published in leading journals such as Management Science, Harvard Business Review, and California Management Review. The Manufacturing & Service Operations Management (MSOM) Society awarded her its Best Paper Award for her article "Retail Inventory Management When Records are Inaccurate" (coauthored with Adam Mersereau and Linus Schrage). Her industry projects include work with Fred Meyer, Hugo Boss, McDonald’s, Procter & Gamble, Staples, Target, Ulta Beauty, and Walmart. Nicole serves as the Past-President of the Production and Operations Management Society (POMS) College of Supply Chain Management and as an associate editor for MSOM and senior editor for POM.
Nicole received her D.B.A. from Harvard Business School, her M.Sc. from the University of Sussex as a Rotary Ambassadorial Scholar, and her A.B., magna cum laude, from Harvard College. She joined Chicago Booth in 2001 and since then has taught operations management, service operations, and supply chain management to executives in programs and companies around the globe.
2015 - 2016 Course Schedule
||Supply Chain Strategy and Practice
Supply chain management, retail operations, execution, product availability, vendor management, incentives, operations strategy, labor planning, customer satisfaction, consumer goods, operations management, emerging markets, executive development, operations strategy, apparel, Asia-Pacific.
Execution Quality: An Analysis of Fulfillment Errors in a Retail Distribution Center, with Nathan Craig, Yan Jiang, and Diego Klabjan (forthcoming), Journal of Operations Management.
With Zeynep Ton, "The Role of Execution in Managing Product Availability", Retail Supply Chain Management, Chapter 4: 53-77; edited by N. Agrawal and S. Smith, Springer (2015).
With Lisa Rohrer, "Seyfarth Lean: Transforming Legal Service Delivery at Seyfarth Shaw", Harvard Law School (2015).
"Global Sourcing at Walmart", University of Chicago Booth School of Business (2014).
With Mark Barratt, "Retail Analytics and Behavioral Operations: A Recipe for Superior Performance," Cutter Consortium Data Insight & Social Business Intelligence Executive Update (2012).
With Elliot Rabinovich, "Field Research in Operations and Supply Chain Management," Journal of Operations Management (2011).
"Inventory Record Inaccuracy in Retail Supply Chains," Wiley Encyclopedia of Operations Research and Management Science, edited by James J. Cochran (2011).
With Zeynep Aksin, "Introduction to the Special Issue: Teaching Services & Retail Operations Management," INFORMS Transactions on Education (2010).
With Ananth Raman and Zahra Kanji, "Supply Chain Optimization at Hugo Boss (A) and (B)", Harvard Business School Press (2009).
With Ananth Raman, "Inventory Record Inaccuracy: An Empirical Analysis," Management Science (2008).
With Adam Mersereau and Linus Schrage, "Retail Inventory Management When Records Are Inaccurate," M&SOM (2008).
With Marshall Fisher and Serguei Netessine, "McDonald's Corporation: Launching McCafe," University of Pennsylvania, The Wharton School (2008).
For a listing of research publications please visit
’s university library listing
REVISION: The Impact of Supplier Inventory Service Level on Retailer Demand
To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. Although researchers have studied the impact of a supplier's service level on its demand using analytical models and laboratory experiments, this relationship has not, to the best of our knowledge, been tested in the field. We study how the supplier Hugo Boss's inventory service level affects demand from its retail customers. We find increases in historical service level to be associated with statistically significant and managerially substantial increases in current retailer orders (i.e., demand, not just sales). Specifically, upon controlling for other factors that might affect retailer demand, we find a 1 percent increase in this supplier's type 1 service level measured over the prior year to be associated with a 13 percent increase in current retailer demand. Further, we find that retailers that order frequently exhibit a larger reaction to changes in service level, an ...
REVISION: Modeling the Behavior of Patients Who Leave the ED Without Being Seen
Abandonment in queues has long been recognized as having a significant impact on system performance. Yet, our empirical understanding of the key drivers for abandonment, particularly in observable systems, is limited. Furthermore, most models of abandonment assume that it occurs after a length of time sampled from an exogenous distribution, with no dependence on the system. However, discrete-event simulation, a commonly used tool for decision making in service systems, permits much more complex (and hence accurate) models of abandonment than those simply based on time in system. This paper studies three key drivers of abandonment, namely, waiting time, queue-length, and service rate, which are also tractable for modeling. Using operational data from a hospital emergency department, we show that all three factors affect a patient’s propensity for leaving the waiting area without being seen by a physician (LWBS). Further, these factors interact with each other in a non-linear fashion. ...
REVISION: Execution Quality: An Analysis of Fulfillment Errors in a Retail Distribution Center
Purchase orders specify many aspects of the fulfillment process, including item quantity, delivery time, carton labeling, bar coding, electronic data interchange, retail ticketing, and others. These fulfillment terms are instrumental for highly optimized supply chains employing automation and techniques such as pack-by-store. When fulfilling a purchase order, a supplier may commit a fulfillment error, i.e., the supplier may fail to adhere to the terms specified by the relevant contract. We present a study of the fulfillment errors that occur in practice using data collected from a major retailer's distribution center. While fulfillment errors involving incorrect product quantities and delivery times have received the most attention in the literature, we find that the majority of fulfillment errors in the context we study involve documentation, bar coding, and retail ticketing. We refer to these as correctable fulfillment errors, since they are amended at the retailer's distribution ...
REVISION: Point-of-Care Testing: Improving Emergency Department Performance through Process Redesign
Hospital emergency departments (EDs) typically rely on central laboratories to analyze patient samples for the purposes of diagnosing and treating patients. Point-of-care testing (POCT) is a process redesign that shifts the analysis of samples from the central lab to the ED. Using a queueing model, we generate hypotheses about how POCT impacts operational performance and then test those hypotheses empirically using data collected from a large, urban, tertiary, academic hospital. Specifically, we
New: Supply Chain Optimization at Hugo Boss (B) - The M-Ratio
We evaluate the impact of a supply chain pilot implemented at Hugo Boss. This pilot entailed altering the way in which Hugo Boss orders from its suppliers. We explore the challenge of assessing the impact of supply chain change, the link between operational performance and firm performance, and the relationship between sales, inventory, and product availability.
New: Supply Chain Optimization at Hugo Boss (A)
Inventory, Order management cycle, Order processing, Order quantity, Lines of business, Product management, Consumer goods, Department stores, Retail stores, Retailers, Retailing, Supply chain management, Supply chains.