The SEE Center has been established in 2007, within the Faculty of Industrial Engineering and Management, at the Technion, through the generous support of Hal and Inge Marcus. The goal of SEE is the development of engineering and scientific principles that support modelling, design and management of Service Enterprises, for example financial services (banking, insurance), health services (hospitals, clinics), government and tele-services (telephone, internet). Presently, SEE's main activity is designing, maintaining and analyzing an accessible repository of resources and data from telephone call-centers. First steps have been taken to expand this activity into healthcare, specifically hospitals.
The ultimate goal of Service Engineering, as we perceive it at SEE, is to develop scientifically-based design principles and tools (often culminating in software), that support and balance service quality, efficiency and profitability, from the likely conflicting perspectives of customers, servers, managers, and often also society. Successful design, analysis and management of services must often be multi-disciplinary, fusing ingredients from Operations Research, Statistics, Industrial Engineering; Game Theory, Economics; Sociology, Psychology; Management Information Systems, Computer Science, and even more. (As frequent users of services, the relevance of these disciplines should be intuitively clear to most readers. Significantly, all are taught, under a single roof, at the Faculty of Industrial Engineering & Management, Technion.)
However, our background and interests render our research, and hence also our teaching, biased towards Service Operations and their Statistical Inference, viewing these through the mathematical lenses of queueing theory. But the latter must be scientifically-blended with alternative "views", notably those of Marketing, Human-Resources and Information-Systems.