Service Engineering (096324) Spring  2013


Overview

Lectures

Recitations

Homework

References


    Teaching notes

 

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Recitation Subject

Teaching Notes

Related Material

1.

 Introduction to Databases.            

(PDF –732KB)

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 –363KB)

3.

 Empirical Models.

(PDF –1.2MB)

4.

 Processing Networks; PERT.

(PDF –942KB)

5.

 Queue Build-Up Diagram; Fluid Models.

(PDF-1.37MB) 

 Excel Solver Guide  (PDF-131KB)

(Excel File)

6.

 SEEStat.

(PDF-816KB)

SEEStat Tutorial (PDF – 1.2MB) 

SEEStat Manual (PDF – 146KB)

7.

Forecasting Arrivals (Demand for Service).

(PDF-520KB)

 

8.

 Statistical Analysis of an Arrivals Process

(PDF-337KB)

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)

9.

Lognormal Model for Call-Center Service-Times.

Hazard Rate Functions (via PH Distribution)

(PDF-483KB)

 

Hazard Rate Functions. Examples via Phase-Type Distributions  (PDF-116KB)

10.

Patience Estimation.

Phase-Type Distributions.

(PDF-638KB)

 

 

11.

4CallCenters Software.

(PDF-994KB)

 

12.

MJP Models of Services.

(PDF-214KB)

 

13.

Erlang A: Probability to Abandon

(PDF-45KB)

 

14.

Shift Scheduling.

Introduction to Operational Regimes.

(PDF-395KB)

(PDF-62KB)

 

 

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