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In job‐shop scheduling research, the shortest processing time despatching rule (SPT) has received considerable attention. Several truncated shortest processing time (SPT) despatching rules have been published in the literature. The motivation for such rules is that SPT despatching will frequently result in favourable inventory levels but unfavourable due date performance. Thus, the truncated SPT rules periodically switch from SPT despatching to despatching by some other rule. Owing to the complexity associated with these truncated rules, their implementation is doubtful. As a result, a modified truncated rule is presented that is easy to implement and yet performs favourably with respect to inventory and due date performance.

In this paper, the authors investigate the effects bottleneck machines have on the performance of a multi‐stage job shop. The operation performed by the bottleneck and its position in the product Bill of Materials is varied to determine the effects on system performance. It was found that the best place for the bottleneck machine to be located was at gateway operations located low in the Bill of Materials.

A discussion of call center agent work selection preferences is presented in the context of what is referred to herein as the accept–avoid decision. In call centers where agents are given autonomy to select calls from a shared queue for work without a standard routing mechanism, it is likely that each agent uses a different set of criteria and has different preferences which influence their decision to accept a call or avoid it. In order to understand such preferences, simple heuristics are developed and implemented into an additive linear model as an example to estimate the derived utility an agent may receive from the decision to accept a call. The game theoretic implications of such decision making by a group or team of agents are also discussed to illustrate the dilemma of the universally avoided call, and how agents may compete for acceptance or avoidance of particular calls.