The Human Performance Assessment and Modeling Laboratory:
This laboratory is still under development, but this test bed will be for simulating alternative configurations of service activities, especially call centers, such as warranty call centers, security monitoring centers, and medical/emergency hotlines.
The test bed will be a reconfigurable laboratory that allows alternative decision and information hierarchies to be evaluated using actual human operators at a very small fraction of the cost of constructing or re-designing a real call center. Our reconfigurable service center test bed will be the first such facility in the nation and can be likened to a wind tunnel or model ship basin used to evaluate aerodynamic designs and boat hulls.