Service Engineering (096324) Spring 2013


Overview

Lectures

Recitations

Homework

References


Homework

#

Due date

Homework

Partial Solution

Data/Reading/Links

1

19.03.2013

On Queues

 

·         Amusement Park Management

·         Innovation in Retail Banking

·         Reading for Introduction to Service Engineering

2

2.4.2013

Capacity Analysis. Little’s Law

 

(PDF-51KB)

·         How to Solve the Cost Crisis in Health Care

·         Queueing Methods (Hall), Chapter 2

3

25.4.2013

Empirical Models

 

Excel File , Pivot table example (excel)

 Pivot table explanation (pdf)

4

2.5.2013

Processing Networks

 

Examples

5

20.5.2013

Fluid Models

(PDF-79KB)

(Excel-348KB)

6

27.5.2013

SEEStat Analysis

 

Connecting to SEEStat on the Technion SEELab Server (pdf)

SEEStat Tutorial (pdf) 

7

06.06.2013

Statistical Analysis of Arrival

PDF file, Part 2

Excel file, Part 2

Excel file, Part 1

Excel file, Part 2

8

13.06.2013

 Service Processes and Empirical Analysis of Customers' Patience

(PDF-40KB)

Excel File

9

20.06.2013

Gazolco's Call Center

(PDF-20KB)

 

10

 02.07.2013

Theoretical Analysis of Service Stations in Steady State. Priority Queues.

(PDF-42KB)

 

11

 08.08.2013

Staffing of Call Centers

Excel File

 

 

Examples of exams with solutions (Link)