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Overview |
The subject of this course are Service Networks, specifically their Science, Engineering and Management. Service networks are models of telephone and Internet services, or banks and insurance, hospitals, airports, supermarkets, some transportation systems, and even more. (Course applications will emphasize telephone-based services.) Our main theoretical framework for the course is Queueing Theory. However, the subject matter is highly multi-disciplinary, hence alternative frameworks (Statistics, Psychology, Marketing) will be useful as well.
The theory is at the level of an undergraduate course in Stochastic Processes. Home assignments will be theoretical, empirical and practical.
Empirical analysis will involve real data from a call center that
serves one of the Israeli banks. Further data resources are from the
Practical analysis will be based on two tools: SEEStat
(student version) and 4CallCenters.
The first tool, developed at the
For more details, see Service Engineering of
Service Networks.
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Teaching staff |
Office |
Office Hours |
E-mail |
Telephone |
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Instructor: |
518 (Bloomfield) |
by appointment |
(829)4504 |
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Teaching Assistant: |
413 (Cooper) |
Monday, 16:30-17:30 |
(829)2922 |
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Lecture times: |
Recitation time: |
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Monday, 14:30-16:30 and Wednesday, 14:30-15:30. (Cooper
215) |
Wednesday, 15:30-16:30 (Cooper 215) and Sunday,
14:30-15:30 ( |
· Hebrew syllabus (PDF) (WORD)
· Full syllabus (To be added)
· Course Schedule (To be added)
The final grade will be based on home assignments and a final exam. Home assignments MUST be prepared by groups of exactly two students, no less, no more. (Few homework assignments might in fact be individual.)
The only prerequisite for the course is an elementary course on Stochastic Processes, covering
Markov Chains (discrete and continuous time) and Poisson Processes. An example
for such a course is
Graduate students who wish to take the course but do not meet this prerequisite
should contact the instructor.
More information about the course
and its assignments is available, upon request, from
A tour of the tool in 4CallCenters
is strongly recommended. It supports advanced and user friendly analysis of the
models Erlang-C (M/M/N), Erlang-A (M/M/N with abandonment), and more.