Service Engineering (096324) Spring 2012

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Overview

Lectures

Recitations

Homework

References

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    Teaching notes

#	Recitation Subject	Teaching Notes	Related Material
1.	Introduction to Databases.	(PDF –830KB)	DataMOCCA: Data Model for Call Center Analysis. Volume 1: Model Description and Introduction to User Interface (PDF-933KB) Mandelbaum A., Sakov A., and Zeltyn S. Empirical Analysis of a Call Center. Technical Report, 2000. (PDF - 1.4Mb)
2.	Little's Law and Capacity Analysis.	(PDF –30KB)
3.	Empirical Models.	(PDF –512KB)
4.	Processing Networks; PERT.	(PDF –5.1MB)
5.	Queue Build-Up Diagram; Fluid Models.	(PDF-730KB) Excel Solver Guide (PDF-131KB)	(Excel File)
6.	SEEStat.	(PDF-816KB)	SEEStat Tutorial (PDF – 1.2MB) SEEStat Manual (PDF – 146KB)
7.	Statistical Analysis of an Arrivals Process	(PDF-148KB)	Chi Square Goodness-of-Fit Tests (PDF-60KB) Testing exponential inter-arrival times; Plotting exponential histograms (PDF-72KB) Finding the best-fit normal distribution given a histogram (PDF-188KB) Plotting Normal histogram (Bin size on page 4, below equation (5)) (PDF-721KB)
8.	Forecasting Arrivals (Demand for Service).	(PDF-520KB)
9.	Lognormal Model for Call-Center Service-Times. Hazard Rate Functions (via PH Distribution)	(PDF-190KB) (PDF-97KB)	Hazard Rate Functions. Examples via Phase-Type Distributions (PDF-116KB)
10.	Patience Estimation. Phase-Type Distributions.	(PDF-53KB) (PDF-88KB)
11.	4CallCenters Software.	(PDF-470KB)
12.	MJP Models of Services.	(PDF-98KB)
13.	Priority Queues	(PDF-840KB)	Lecture on Priority Queues by Luba Rosenshmidt (PDF-128KB) Full version with proofs (PDF-840KB)
14.	Shift Scheduling. Introduction to Operational Regimes.	(PDF-395KB) (PDF-62KB) (PDF-582KB)

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