Mini-Course on Service Engineering

Avishai Mandelbaum

Contents

1

Course Description

(PDF-121KB)  (Full PDF-298KB)

2

Multi-Disciplinary Process View (Call Center Design).

(PDF-29KB)   (PPT-656KB)

3

Multi-Disciplinary Process View (Emergency Department Design).

(PDF-24KB)   (PPT-670KB)

4

Service Engineering: Data-Based Science & Teaching

(PDF-9.3MB)   (Printout PDF-4.4MB)

5

SEEStat 3.0 Tutorial

(PDF-1.27MB)   (Printout PDF-747KB)

6

Introduction to Service Engineering

(PDF-11MB)   (Printout PDF-2MB)

7

Kaplan & Porter_Serv Nets

(PDF-2.9MB)

8

Anatomy of Waiting Time

(PDF-434KB)   (Printout PDF-865KB)

9

QED Queues (Erlang-C)

(PDF-568KB)   (Printout PDF-574KB)

10

Excursions in Markovian Queues with Abandonment (Erlang-A)

(PDF-147KB)   (Printout PDF-110KB)

11

The Palm/Erlang-A Queue, with Applications to Call Centers

(PDF-889KB)

12

Time-Stable Performance

(Part 1 PDF-842KB)   (Part 2 PDF-429KB)   (Printout PDF-495KB)

13

Excursions in Markovian Queues without Abandonment (Erlang-C)

(PDF-579KB)   (Printout PDF-392KB)

14

Erlang-A Strong Approximations

(PDF-95KB)   (Printout PDF-92KB)

15

Fluid Models and Diffusion Approximations

(PDF-240KB)

16

Predictable Queue: Strong Approximations

(PDF-60KB)

17

Predictable Queues: Calculus

(PDF-62KB)

18

Skills-Based Routing and its Operational Complexities

(PDF-720KB)

19

QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type

(PDF-150KB)