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Lectures |
Lecture 6 : Scaling and Dynamic Randomness; Poisson Processes
Lecture
8-9 : Customer Patience
Lecture 11 : MJP – Part I1 ; Palm/Erlang-A
Lecture
12 : G/G/1 and Multi-Server Service Stations ; Economies of Scale
Lecture
13 : QED Q’s Part I; Staffing
Lecture
14 : QED Q’s Part II; Staffing
Lecture 16 (Virtual) : Queueing Networks
Lecture 1: Introduction to Service Engineering |
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Course Description (PDF) ·
Rules of the Game (PDF-44KB) ·
Syllabus (PDF) · Introduction to Service Engineering: (PDF-3.8MB) ·
Service Engineering of a ·
Service Engineering of an
Emergency Department (PDF-60KB) (PPT-640KB) ·
Lecture
1: Web Summary (PDF-8.5MB) |
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Service Engineering (Science,
Management): A Subjective View (PDF-200KB) ·
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)
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Service Engineering in ·
Industrial Metamorphosis (on
Services and Manufacturing), October 2005: ·
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 ( ·
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) ·
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Lecture 2: Flow Basics; Little's Law |
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Syllabus (PDF) ·
Little’s Law (PDF-712KB) ·
Lecture 2 : Web Summary (PDF-2.3MB) |
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Traffic Measurements and
Predictions (Link) ·
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Lecture 3: Measurements - The First Prerequisite
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Syllabus (PDF)
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Measurement and MOP ·
DataMOCCA:
Data Models for · Lecture 3: Web Summary (PDF-4.4MB) |
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Modeling Court Delay, By ·
Improving the ·
DataMOCCA: Data Model for ·
KeyCorp Service Excellence
Management System, From Interfaces (PDF
– 2.4MB) ·
RFID
for Patient Flow Management in Hospitals: An IBM Pilot (Link) ·
‘Taming
of the Queue’ healthcare waitimes guarantee in ·
AT&T
Universal Card Services (Measuring too much) (PDF-1.43MB) |
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Lecture 4: Models - The Second
Prerequisite; Project
(Processing) Networks; DS PERT/CPM
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Syllabus (PDF)
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Processing Networks and DS
PERT/CPM: Lecture, Part 1 (PDF-1.65MB) ·
Processing Networks and DS PERT/CPM:
Lecture, Part 2 (PDF-2.25MB) ·
DS PERT\CPM (PDF-220KB) ·
From Project to Process
Management 1. Regular Version (PDF-3.7MB) ·
BPR and Processing Networks (PDF-65KB) · Lecture 4: Web Summary (PDF-2.3MB) |
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Multi-Project Scheduling (Cohen
Izack-PhD Student 2003) (ZIP-460KB) ·
Some Approximations for Simple
DS-PERT/CPM Models (PDF-80KB) ·
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Lecture 5 : Fluid Model of a Service Station
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· Syllabus (PDF) · The Fluid View 1. Short version, Lecture (PDF-5MB) 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-2.97MB) |
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· Kaizen and stochastic networks in support of investigating aircraft failures. (PDF-736KB) · MITSIM: Transportation (Fluid) Flows (Link) (ZIP-4.9MB) · Fluid Systems in Practice (Zip -4.75MB) · Reading for Fluid Models (Link) |
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Lecture 6 : Scaling and Dynamic Randomness ; Poisson Processes
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Syllabus (PDF) ·
Poisson Process: Lecture (PDF-920KB) · 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-700KB) |
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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, ·
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) · Reading Packet for Dynamic Randomness (Link) |
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Lecture 7 : Service Times
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· Syllabus (PDF) · Service Times: 1. Lecture (PDF-2.48MB) 2. Full version, Winter 2006 (PDF-4.6MB) · Calculating the Offered Load (from an Exam, in Hebrew) (PDF-151KB) ·
· Phase Type Distributions (PDF-200KB) · Lecture 7: Web Summary (PDF-1.36B) |
· Fitting Phase-Type Distributions to Data from a · 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) |
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Lecture 8-9 : Customer Patience
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Syllabus (PDF) ·
Abandonment 1. Lecture (PDF-4.19MB) 2. P{Abandon} vs. E[Wait] (PDF-120KB) · Lecture 8-9: Web Summary (PDF-1.58B) |
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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) |
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Lecture 10 : MJP – Part I ; 4CallCenters
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· 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 10: Web Summary (PDF-1.02MB) |
· 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) ·
Queueing
Psychology (Link) |
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Lecture 11 : MJP - Part II ; Palm/Erlang-A
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· 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 11: Web Summary (PDF-830KB) |
· 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 |
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Lecture
12 : G/G/1 and Multi-Server Service Stations ; Economies of Scale
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· 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 12: Web Summary (PDF-480KB) |
· Reading Packet for Multi-Server Stations (Link) |
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Lecture 13 : QED Q's - Part I; Staffing;
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Syllabus (PDF) ·
Lecture Notes on
QED Queues 1. Introduction (PDF-860KB) 2. Erlang-B/C: Some Proofs, Facts and Analysis (PDF-930KB) · Markovian Many-Server Queues: Excursions, Asymptotics (PDF-228KB) · Lecture 13: Web Summary (PDF-290KB) |
· Borst S., Mandelbaum A. and Reiman M. Dimensioning Large Call Centers, 2004. (Preprint PostScript-490KB), (Published PDF -240KB) ·
Staff Scheduling for |
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Lecture 14 : QED Q's – Part II ;
Staffing;
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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 14: Web Summary (PDF-480KB) |
· Telephone Call/Contact Centers, Service Engineering And Queuing Science. Mandelbaum A. Montreal Stochastic Networks Conference, July 2004 (PDF-1.9MB) ·
Designing a · Time-Stable Performance of Time-Varying Queues (PDF-200KB) ·
Server Staffing to Meet
Time-Varying Demand, by · 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) |
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Lecture 15 : Skills-Based Routing (SBR)
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· 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 15: Web Summary (PDF-480KB) |
· 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) |
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Lecture 16 (Virtual) : Queueing Networks
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· Syllabus (PDF) · Queueing (Jackson) Networks (PDF-150KB) · QNA: Q-Net Analysis (PDF-124KB)
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