Operations systems with discretionary task completion

Analytical modeling that capture one important characteristic of many operations systems, with discretionary task completion times is discussed. It is showed that discretionary task completion introduces quality as an additional factor for buffering variability. One-server and two-server systems with discretionary task completions are examined to gain insights into the managerial implications of the variability buffer. Further modification work is needed to develop a more comprehensive set of principles concerning design and management of such work systems.