Professor of Marketing Sridhar Balasubramanian and his coauthors studied the optimal management of tasks in technology-intensive projects. Engineers working on software maintenance projects strive to maintain customer satisfaction by resolving reported problems promptly. These engineers are typically faced with a continuous inflow of software problems that need fixing. However, there is substantial task uncertainty – it is unclear how much time and effort will be required to resolve each problem. Engineers must therefore make calls about how much effort and time they should allocate across problems. Their surprising finding was that managers must “ditch” unresolved problems after expending a specific amount of resolution effort – this effort level depended on the nature and source of the problems.