Service Engineering (096324) Spring 2013


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; 4CallCenters

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

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 1: Introduction to Service Engineering

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Handouts

Related Material

·         Course Description (PDF)

·    Rules of the Game (PDF-44KB)

·    Syllabus (PDF)

·    Lecture 1: Introduction to Service Engineering (PDF-2.1MB)

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

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

·         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)

·         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)

·    Lecture 2: Little’s Law (PDF-3.5MB)

·         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 and MOP (Measures of Performance) (PDF-1.99MB)

·         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-2.6MB)

·         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)

·       Lecture 5: Fluid Model (PDF-1.9MB)

·         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)

·         Lecture 6 : Poisson Process (PDF-5.18MB)

·         Modeling Arrivals in Service System (PDF-254KB)

·         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)

·         Lecture 7: Service Times (PDF-6.3MB)

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

·         Haifa Municipality Example (PDF-500KB)

·         Phase Type Distributions (PDF-200KB)

·      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-5.4MB)

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

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

·         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 ; 4CallCenters

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Handouts

Related Material

·         Syllabus (PDF)

·         Lecture (PDF-1.18MB)

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

·         Design of Queues (PDF-236KB)

·         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 ; Erlang-R

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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-1.99MB)

·         Erlang-R and Jackson Networks: Lecture (PDF-178KB)

·         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.* was not delivered.

1.      Lecture (PDF-1.62MB)

2.      G/G/1 (PDF-255KB)

3.      Multi-Server Queues (PDF-5MB)

4.      Laws of Congestion (PDF-2.6MB)

·    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)

·    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 ;Erlang -A;Time Varying Queues; Erlang -R

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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; The Erlang – R Queue (PDF-2.78MB)

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

·    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)