Service Engineering (096324) Winter 2014


Overview

Lectures

Recitations

Homework

References


Course schedule

Lecture 1 : Introduction to Service Engineering

Lecture 2 : Flow Basics; Little's Law

Lecture 3 : Measurements - The First Prerequisite

Lecture 4 : Project (Processing) Networks; DS PERT/CPM

Lecture 5 : Fluid Model of a Service Station

Lecture 6 : Scaling and Dynamic Randomness; Poisson Processes

Lecture 7 : Service Times

Lecture 8 : Customer Patience

Lecture 9 : MJP – Part 1

Lecture 10 : MJP – Part I1 ; Palm/Erlang-A ; 4CallCenters

Lecture 11 : G/G/1 and Multi-Server Service Stations ; Economies of Scale

Lecture 12 : QED Q’s Part I; Staffing   

Lecture 13 : QED Q’s Part II; Staffing

Lecture 14 : Time-Varying Queues and Skills-Based Routing (SBR)

Lecture 15 (Virtual) : Queueing Networks

 

Lecture 1: Introduction to Service Engineering

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Handouts

Related Material

·         Course Description (PDF)

·    Rules of the Game (PDF-75KB)

·    Syllabus (PDF)

·    Lecture 1: Introduction (Combined) (PDF-1.65MB)

·    Service Engineering of a Call Center (PDF-60KB) (PPT-640KB)

·    Service Engineering of an Emergency Department (PDF-60KB) (PPT-640KB)

·    Data-Based Service Engineering (Science, Management) in Call Centers, Hospitals, … Plenary Lecture,   16th IE&M Conference, March 2010, Israel (PDF-11.5MB)

·    Lecture 1: Web Summary (PDF-10.5MB)

·         Service Engineering (Science, Management): A Subjective Mini Course (PDF-273KB)

·         Restaurants = Hospitals = Production-Lines?? The New Yorker, August 2012 (PDF-326KB)

·         Fruit Flies to Humans as Call Centers to Emergency Departments (Link)

·         Service Research in Hospitals: Science, Engineering, Management (PPT-2.16MB)

·          ענפי המסחר והשירותים: מובילי כלכלת ישראל(PDF-336KB)

·          הפקולטה למדעי השירותים(PDF-112KB)

·         IBM Almaden Services Research. Service Science, Management and Engineering, SSME (Link)

·         הנדסת שירותים vs. Service Engineering (PDF-170KB)

·         Service Engineering in Germany - Methodical Development of New Service Products, by Bullinger, Fähnrich and Meiren (PDF-72KB); Video (Link)

·         Industrial Metamorphosis (on Services and Manufacturing), October 2005:
The Economist (PDF - 200KB), Haaretz (PDF - 230KB, Hebrew)

·         Innovation in Retail Banking, by Frey, Harker & Hunter (PDF-225KB)

·         דו"ח מבקר המדינה 53ב' לשנת 2000 - השירות לציבור (PDF 1.5MB)

·         Service Operation: an Example (BofA, USA) (PDF-121KB)

·         Service Operation: Additional Examples (PDF-158KB)

·         The Global Call Center Report: International Prespectives on Management and Employment, headed by Holman, Batt, and Holtgrewe, 2007 (PDF-2.66MB)

·         Call Centers in Israel, 2008 (PDF-127KB) 

·         מוקדי שירות טלפוני בישראל - נתח שוק ומאפייני תעסוקה (PDF-542KB)

·         Readings for Introduction to Service Engineering (Link)

 

 

Lecture 2: Flow Basics; Little's Law

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Handouts

Related Material

·         Syllabus (PDF)

·    Little’s Law (PDF-2.68MB)

·    Lecture 2 : Web Summary (PDF-1.14MB)

·         Rooting Out Waste in Health Care by Taking Cue From Toyota Assembly Lines (Link to Video)

·         Traffic Measurements and Predictions (Link)

·         Readings for Measurements, Little's Law (Link)

·         Randolph Hall et al. Modeling Patience Flows Through the Healthcare System. Chapter 1 from the book "Patient Flow: Reducing Delay in Healthcare Delivery" (PDF-670KB)

 

 

Lecture 3: Measurements - The First Prerequisite

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Handouts

Related Material

·         Syllabus (PDF)

·         Lecture 3: Measurements (Combined) (PDF-5.4MB)

·         SEEStat Graph Animations – History (PDF-13MB)

·         Queues in Hospitals: Empirical Study (PDF-766KB)

·         Call Center Measurements, Data Models and Data Analysis (PDF-98KB)

·         DataMOCCA: Data Models for Call Center Analysis (PDF-240KB)

·         SEE Networks (superset) (PDF-3.4MB)

·         Previous versions:

1.      Full 2009S (PDF-8.3MB)

  1. Class2012W (PDF-4.7MB)

·         Lecture 3: Web Summary (PDF-9MB)

·         The Production of Justice (Link)

·         How to Solve the Cost Crisis In Health Care, By Kaplan and Porter (PDF-3.5MB)

·         What is Value in Health Care, By Porter (PDF-691KB)

·         DataMOCCA: Data Model for Call Center Analysis. Volume 1: Model Description and Introduction to User Interface (PDF-933KB)

·         KeyCorp Service Excellence Management System, From Interfaces (PDF – 2.4MB)

·         RFID for Patient Flow Management in Hospitals: An IBM Pilot (Link)

·         Tracking Your Wi-Fi Trail, by Christine Negroni, New York Times (PDF-28KB) (Link)

·         ‘Taming of the Queue’ healthcare waitimes guarantee in Canada (Link)

·         AT&T Universal Card Services (Measuring too much) (PDF-1.43MB)

 

 

Lecture 4: Models - The Second Prerequisite; Project (Processing) Networks; DS PERT/CPM

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Handouts

Related Material

·         Syllabus (PDF)

·         Lecture 4: Flow Networks (combined)  (PDF-2MB)

·         Processing Networks and DS PERT/CPM: Lecture, Part 1.1 (PDF-822KB)

·         Processing Networks and DS PERT/CPM: Lecture, Part 1.2 (PDF-1.58MB)

·         Processing Networks and DS PERT/CPM: Lecture, Part 2 (PDF-1.1MB)

·         DS PERT\CPM (PDF-220KB)

·         From Project to Process Management

1.         Regular Version (PDF-3.7MB)

2.         Slides Show-(PDF-3.7MB)

·         BPR and Processing Networks (PDF-65KB)

·         Lecture 4: Web Summary (PDF-742MB)

·         Multi-Project Scheduling (Cohen Izack-PhD Student 2003)  (ZIP-460KB)

·         Some Approximations for Simple DS-PERT/CPM Models (PDF-80KB)

·         Readings for Processing Networks (Link)

 

 

Lecture 5 : Fluid Model of a Service Station

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Handouts

Related Material

·         Syllabus (PDF)

·         The Fluid View

1.    Short version, Lecture (PDF-5.14MB)

2.    Lecture (PDF-6.4MB)

3.    Full Version, Winter 2006 (PDF-7MB)

·         Flow Models of Service Networks (PDF-56KB)

·         A Deterministic Model of a Service Station (PDF-130KB)

·       Lecture 5: Web Summary (PDF-5.8MB)

·         Randolph Hall et al. Modeling Patience Flows Through the Healthcare System. Chapter 1 from the book "Patient Flow: Reducing Delay in Healthcare Delivery" (PDF-670KB)

·         Kaizen and stochastic networks in support of investigating aircraft failures. (PDF-736KB)

·         MITSIM: Transportation (Fluid) Flows (Link) (ZIP-4.9MB)

·         Fluid Systems in Practice (Link)

·         Reading for Fluid Models (Link)

 

 

Lecture 6 : Scaling and Dynamic Randomness ; Poisson Processes

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Handouts

Related Material

·         Syllabus (PDF)

·         Poisson Process: Lecture (PDF-3.4MB)

·         Review: Introductory Part, Lectures 1-5 (PDF)

·         Scaling and Centering (PDF-200KB)

·         Whitt’s Book (PDF-1MB)

·         Dynamic Randomness (PDF-140KB)

·         Lecture 6: Web Summary (PDF-4.1MB)

·         Whitt’s Slides (PDF-600KB)

·         The Failure of Poisson Modeling, By Paxson and Floyd (PDF-2MB)

·         Internet Traffic Tends Toward Poisson and Independent as the Load Increases, By Cao, Cleveland, Lin and Sun (PDF-244KB)

·         A Nonstationary Poisson View of Internet Traffic, By Karagiannis, Molle, Faloutsos and Broido (PDF-3MB)

·         How Competition Can Generate Poisson Arrivals, By Lariviere and Van-Mieghem (PDF-320KB)

·         Traffic Delays at Toll Booths, By Leslie C. Edie (PDF-1.09MB)

·         The Best Linear Unbiased Estimator for Continuation of a Function, By Goldberg, Ritov and Mandelbaum (PDF-363KB)

·         Characterizing Normal Operation of a Web Server: Application to Workload Forecasting and Problem Detection, By Hellerstein, Zhang and Shahabuddin (PDF-273KB)

·         Reading Packet for Dynamic Randomness (Link)

 

 

 

Lecture 7 : Service Times

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Handouts

Related Material

·         Syllabus (PDF)

·         Service Times:

1.    Lecture (PDF-3.9MB)

2.    Full version, Winter 2006 (PDF-4.6MB)

·         Calculating the Offered Load (from an Exam, in Hebrew) (PDF-151KB)

·         Haifa Municipality Example (PDF-500KB)

·         Phase Type Distributions (PDF-200KB)

·         Lecture 7: Web Summary (PDF-3.9MB)

·      Fitting Phase-Type Distributions to Data from a Telephone Call CenterM.Sc Thesis Lecture, Eva Issaev (PPT-620KB)

·      Service Times in Call Centers: Agent Heterogeneity and Learning with some Operational Consequences. By Gans N., Liu N., Mandelbaum A., Shen H. and Ye H. (PDF 975KB)

·    Modelling healthcare systems with phase-type distributions. By Mark Fackrell, Health Care Manag Sci (2009) 12:11–26 (PDF-516KB)

·    Mandelbaum, A. and Reiman, M., ``On pooling in queueing networks", Management Science, 44, 971-981, 1996 (PDF-180KB)

·    A continuous time Markov model for the length of stay of elderly people in institutional long-term care. By Xie, Chaussalet, and Millard, 2003 (PDF-170KB)

·         Reading Packet for Service Times (Link)

 

 

Lecture 8 : Customer Patience

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Handouts

Related Material

·         Syllabus (PDF)

·         Abandonment

1.   Lecture (PDF-5.2MB)

2.   P{Abandon} vs. E[Wait] (PDF-120KB)

3.   The Anatomy of Waiting Time (PDF-758KB)

·         Lecture 8: Web Summary (PDF-4.9MB)

·         Reading Packet for Customer Patience (Link)

·         Unrepresentative, Invalid and Misleading: Are Waiting Times for Elective Admission Wrongly Calculated? By Armstrong (PDF-1.67MB)

·         Epidemiology of breast cancer (PDF-180KB)

 

 

Lecture 9 : MJP – Part I

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Handouts

Related Material

·         Syllabus (PDF)

·         Short Demo of 4CallCenters (PDF-420KB)

·         Markovian Service Station in Steady State + 4CallCenters

1.Lecture (PDF-1.19MB)

2.Full version, Winter 2006 (PDF-1.94MB)

·         Design of Queues (PDF-236KB)

·         Lecture 9: Web Summary

·         Reading Packet for MJP – Part I ; 4CallCenters (Link)

·         Markov Jump Processes (PDF-172KB)

·         Pooling Queues at the Supermarket, New-York Times, 23/6/2007 (PDF-128KB) 2 years later: pictures in Summer 2009 (PDF-163KB)

·         Queues: Design and Psychology (Link)

·         4CallCenters

 

 

Lecture 10 : MJP - Part II ; Palm/Erlang-A ; 4CallCenters

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Handouts

Related Material

·         Syllabus (PDF)

·         MJP, Part II, leading to Erlang-A (PDF-260KB)

·         The Palm/Erlang-A Queue: Lecture (PDF-2.14MB)

·         The Palm/Erlang-A Queue: Full Version (including Abandonment) (PDF-3.2MB)

·         Lecture 10: Web Summary (PDF-3 MB)

·         The Palm/Erlang-A Queue, with Applications to Call Centers (PDF-920KB)

·         The M/M/n+G Queue: Summary of Performance Measures (PDF-180KB)

·         Designing a Call Center with Impatient Customers, By Garnett, Mandelbaum and Reiman (PDF-290KB)

 

 

Lecture 11 : G/G/1 and Multi-Server Service Stations ; Economies of Scale

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Handouts

Related Material

·         Syllabus (PDF)

·         Non-Parametric Models of a Service System; GI/GI/1, GI/GI/n.

1.      Lecture (PDF-1.62MB)

2.      G/G/1 (PDF-255KB)

3.      Multi-Server Queues (PDF-5MB)

4.      Laws of Congestion (PDF-2.6MB)

·      Lecture 11: Web Summary (PDF-1.4MB)

·    Reading Packet for Multi-Server Stations (Link)

 

 

Lecture 12 : QED Q's - Part I; Staffing;

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Handouts

Related Material

·         Syllabus (PDF)

·         Case Study: Staffing (PDF-160KB)

·         Lecture Notes on QED Queues

1.      Introduction (PDF-780KB)

2.      Erlang-B/C: Some Proofs, Facts and Analysis (PDF-930KB)

·         Markovian Many-Server Queues: Excursions, Asymptotics (PDF-228KB)

·         Lecture 12: Web Summary

·    Borst S., Mandelbaum A. and Reiman M. Dimensioning Large Call Centers, 2004. (Preprint PostScript-490KB), (Published PDF -240KB)

·    Staff Scheduling for Inbound Call Centers and Customers Contact Centers – Blue Pumpkin’s Solution. (PDF-960KB)

·    Time-varying Nurse Staffing. (PDF-377KB) (Link)

 

 

 

 

 

Lecture 13 : QED Q's – Part II ; Staffing;

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Handouts

Related Material

·         Syllabus (PDF)

·         QED Queues. Erlang-A in the QED & ED regime. Lecture (PDF-644KB)

·         Lecture Notes, Winter 2006

1.      Erlang – A (PDF-800KB)

2.      Time-Varying Loads (PDF-550KB)

3.      Erlang B/C/A in the QED Regime (PDF-75KB)

·         Lecture 13: Web Summary (PDF-1.12MB)

·    Telephone Call/Contact Centers, Service Engineering And Queuing Science. Mandelbaum A. Montreal Stochastic Networks Conference, July 2004 (PDF-1.9MB)

·    Designing a Call Center with Impatient Customers, by Garnett, Mandelbaum and Reiman, 2002 (Full Version PDF-300KB) (Short Version PDF-300KB)

·    Time-Stable Performance of Time-Varying Queues (PDF-200KB)

·    Server Staffing to Meet Time-Varying Demand, by Jennings, Mandelbaum, Massey and Whitt, 1996 (PDF-950KB)

·    Staffing of Time-Varying Queues to Achieve Time-Stable Performance. By Feldman, Mandelbaum, Massey, and Whitt, 2008. (PDF-580KB). Internet supplement (PDF-1.15MB). Unabridged version (PDF-2.74MB).

·    Healthcare Call Centers: A Technology Migration. By Howard Bernett (PDF-500KB)

·    A Comment on Edie's "Traffic Delays at Toll Booths", By Dantzig, Aug. 1954 (PDF-168KB)

·    Reading Packets for QED Q's and Staffing (Link)

·    Examples of Exams, with Solutions (Link)

 

 

 

 

 

Lecture 14 : Time-Varying Queues and Skills-Based Routing (SBR)

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Handouts

Related Material

·         Syllabus (PDF)

·         Evaluation Form (DOC-70KB) (PDF-70KB)

·         QED Queues: Extensions. Skills-Based Routing. Lecture (PDF-804KB)

·         Skills Based Routing and its Operational Complexities, Winter 2006 Lecture (PDF-720KB)

·         Teaching Note on Skills Based Routing (Garnett) (PDF-360KB)

·         Lecture 14: Web Summary

·    Reading Packets for SBR (Link)

·    Introduction to course (PDF-100KB)

·    Innovation in Retail Banking, By Frey, Harker & Hunt (PDF-225KB)

·    Telephone Call Centers: Tutorial, Review and Research Prospects. By Gans, Koole, and Mandelbaum. (PDF-2.1MB)

·    Q-Domino: Customers Can Choose Their Service (Movie 1.8MB)

 

 

 

 

 

Lecture 15 (Virtual) : Queueing Networks 

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Handouts

Related Material

·         Syllabus (PDF)

·         Queueing (Jackson) Networks (PDF-150KB)

·         QNA: Q-Net Analysis (PDF-124KB)