Research Papers

Chronological Alphabetically (by 1st author)

Gans N., Koole G., and Mandelbaum A., Telephone Call Centers: Tutorial, Review and Research Prospects, Invited review paper by Manufacturing and Service Operations Management (M&SOM), 5 (2), pp. 79–141, 2003 ; Preprint

Mandelbaum A. and Zeltyn S., Service Engineering: Data-Based Course Development and Teaching, INFOMRS Transactions on Education, Volume 11, Number 1, 2010; the special issue on “Teaching Service and Retail Operations Management”(2009) ; Full version ; ~~pubsonline.informs.org~~

Armony M., Israelit S., Mandelbaum A., Marmor Y., Tseytlin Y., and Yom-Tov G., Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective, Stochastic Systems, 5(1), pp. 146-194, 2015, Extended version ; Reproducing EDA via SEEStat ; pubsonline.informs.org

Wilf, M.R., Novikov, I., Ziv, A., Mandelbaum, A., Ritov, Y. and Luxenburg, O., A Novel Methodology to Measure Waiting Times for Community-Based Specialist Care in a Public Healthcare System, Health Policy, June 2020, Award 2011

Cai J., Mandelbaum A., Nagaraja C.H., Shen H., and Zhao L., Statistical Theory Powering Data Science, Statistical Science 34(4), Special Issue dedicated to Lawrence D. Brown, November 2019.

Zychlinski N., Mandelbaum A., Momcilovic P. and Cohen I., Bed Blocking in Hospitals due to Scarce Capacity in Geriatric Institutions - Cost Minimization via Fluid Models, Manufacturing & Service Operations Management, May 2019.

Yefenof J., Goldberg Y., Wiler J., Mandelbaum A., and Ritov Y., Self-Reporting and Screening: Data with Current-Status and Censored Observations, In preparation, January 2019.

Zychlinski N., Momcilovic P., and Mandelbaum A., Time-Varying Many-Server Finite-Queues in Tandem: Comparing Blocking Mechanism via Fluid Models, Operations Research Letters, 46, pp. 492–499, August 2018.

Mandelbaum, A., Momcilovic, P., Trichakis, N., Kadish, S., Leib, R. and Bunnell, C.A., Data-Driven Appointment-Scheduling under Uncertainty: The Case of an Infusion Unit in a Cancer Center, Management Science, 2nd revision, July 2018.

Azriel D., Feigin P.D. and Mandelbaum A., Erlang-S: A Data-Based Model of Servers in Queueing Networks, Submitted, January 2017; Accepted June 2018.

Zychlinski N., Mandelbaum A., and Momcilovic P., Time-varying Tandem Queues with Blocking: Modeling, Analysis and Operational Insights via Fluid Models with Reflection, Queueing Systems, Special issue dedicated to Ward Whitt, March 2018.

Huang J., Mandelbaum A., Zhang H. and Zhang J., Refined Models for Efficiency-Driven Queues with Applications to Delay Announcement and Staffing, Operations Research, 65(5), pp. 1380-1397, July 2017.

Mandelbaum A. and Momcilovic P., Personalized Queues: The Customer View, via a Fluid Model of Serving Least-Patient First, Queueing Systems, pp. 1-31, June 2017.

Senderovich A., Shleyfman A., Weidlich M., Gal A., Mandelbaum A., Kadish S. and Bunnell C.A., P3-Folder: Optimal Model Simplification for Improving Accuracy in Process Performance Prediction, Accepted to BPM, 2016.

Senderovich A., Rogge-Solti A., Gal A., Mendling J. and Mandelbaum A., The ROAD from Sensor Data to Process Instances via Interaction Mining, CAiSE 2016: 257-273.

Senderovich A., Weidlich M., Yedidsion L., Gal A., Mandelbaum A., Kadish S. and Bunnell C.A., Conformance checking and performance improvement in scheduled processes: A queueing-network perspective, Information Systems, January 2016.

Gal A., Mandelbaum A., Schnitzler F., Senderovich A. and Weidlich M., Traveling Time Prediction in Scheduled Transportation with Journey Segments, Accepted, December 2015.

Senderovich A., Weidlich M., Gal A. and Mandelbaum A., Queue Mining for Delay Prediction in Multi-Class Service Processes, Information Systems, 53, pp. 278-295, October-November 2015.

Senderovich A., Rogge-Solti A., Gal A., Mendling J., Mandelbaum A., Kadish S. and Bunnell C.A., Data-Driven Performance Analysis of Scheduled Processes, Proceedings of the 13th International Conference on Business Process Management (BPM’15), Innsbruck, Austria, September 2015.

Senderovich A., Weidlich M., Gal A., Mandelbaum A., Kadish S. and Bunnell C.A., Discovery and Validation of Queueing Networks in Scheduled Processes, Proceedings of the 27th International Conference on Advanced Information Systems Engineering (CAiSE’15), Stockholm, Sweden, June 2015.

Mathijsen B.W.J., Janssen A.J.E.M., Van Leeuwaarden J.S.H., Zwart A.P. and Mandelbaum A., Robust Heavy-Traffic Approximations for Service Systems Facing Overdispersed Demand, Submitted to Operations Research, May 2015.

Huang J., Carmeli B. and Mandelbaum A., Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback, Accepted to Operations Research, March 2015.

Senderovich A., Leemans S.J.J., Harel S., Gal A., Mandelbaum A. and van der Aalst W.M.P., Discovering Queues from Event Logs with Varying Levels of Information, Business Process Management Workshops 2015: 154-166.

Senderovich A., Weidlich M., Gal A. and Mandelbaum A., "Mining Resource – Scheduling Protocols", Proceedings of the 12th International Conference on Business Process Management (BPM’14), Haifa, Israel, September 7-11, 2014. ~~(Old Link)~~

Mandelbaum A. and Momcilovic P., Performance-Based Routing, Accepted to OR Letters, Full Version, July 2014.

Senderovich A., Weidlich M., Gal A. and Mandelbaum A., Queue-Mining – Predicting Delays in Service Processes, Proceedings of the 26th International Conference on Advanced Information Systems Engineering (CAiSE’14), Thessaloniki, Greece, June 16-20, 2014.

Gurvich I., Huang J., Mandelbaum A., "Excursion-Based Universal Approximations for the Erlang-A Queue in Steady-State", Mathematics of Operation Research, May 2014. (Version 1), (Version 2)

Cohen I., Mandelbaum A. and Zychlinski N., Minimizing Mortality in a Mass Casualty Event: Fluid Networks in Support of Modeling and Staffing, IIE Transactions, 46(7), pp. 728-741, March 2014. (Appendix)

Yom-Tov G, and Mandelbaum A., Erlang-R: A Time-Varying Queue with ReEntrant Customers, in Support of Healthcare Staffing, Accepted to Manufacturing & Service Operations Management, November 2013.

Goldberg Y, Ritov Y. and Mandelbaum A., Predicting the Continuation of a Function with Applications to Call Center Data, To be published in the Journal of Statistical Planning and Inference, September 2013.

Weerasinghe A, Mandelbaum A., Abandonment vs. Blocking in Many-Server Queues: Asymptotic Optimality in the QED Regime, Under revision for QUESTA, May 2013.

Plonsky O., Efrat D., Dorban A., David N., Gologorsky M., Zaied I., Mandelbaum A. and Rafaeli A., Fairness in Patient Routing: Maternity Ward in Rambam Hospital, Technical Report, Technion, April 2013.

Mandelbaum A., Zeltyn S., "Data Stories about (Im)Patient Customers in Tele-Queues", ~~Published in QUESTA, special issue on Queues with Abandonments, 2013. (PDF-1.2MB), (PDF-1.18MB) (Reproducing EDA via SEEStat)~~

Marmor Y., Golany B., Israelit S. and Mandelbaum A., Designing Patient Flow in Emergency Departments, IIE Transaction on Healthcare Systems Engineering, December 2012.

Mandelbaum A., Momcilovic P., and Tseytlin Y., "On Fair Routing From Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers", Management Science, 58(7), pp. 1273-1291, July 2012. (Preprint) (Published) (Online Appendices for the Management Science paper).

Mandelbaum, A. and Momcilovic P., Queues with Many Servers and Impatient Customers, Mathematics of Operation Research, February 2012.

Atar R., Mandelbaum A. and Zviran A., Control of Fork-Join Networks in Heavy Traffic, Allerton Conference, 2012.

Armony M, and Mandelbaum A., Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers, Operations Research Vol. 59, No. 1, January–February 2011. (Technical appendix)

Gans N., Liu N., Mandelbaum A., Shen H. and Ye H., Service Times in Call Centers: Agent Heterogeneity and Learning with some Operational Consequences, Book on the occasion of Larry Brown’s 70s Birthday, December 2010.

Khudyakov P, Feigin P, Mandelbaum A., Designing a Call Center with an IVR (Interactive Voice Response), Faculty of Industrial Engineering & Management, Technion, November 2010. (Internet supplement)

Mandelbaum A, Ramanan K., Directional Derivatives of Oblique Reflection Maps, Mathematics of Operations Research, Vol. 35, No. 3,, August 2010.

Khudyakov P., Gorfine M. and Feigin P., Test for Equality of Baseline Hazard Functions for Correlated Survival Data using Frailty Models, Submitted, 2010.

Zeltyn S., Marmor Y., Mandelbaum A., Carmeli B., Greenshpan O., Mesika Y., Wasserkrug S., Vortman P., Schwartz D., Moskovitch K., Tzafrir S., Basis F., Shtub A. and Lauterman T., Simulation-Based Models of Emergency Departments: Real-Time Control, Operations Planning and Scenario Analysis, ACM Transactions on Modeling and Computer Simulation (TOMACS), 2010.

Feldman Z. and Mandelbaum A., Using Simulation-Based Stochastic Approximation to Optimize Staffing of Systems with Skills-Based-Routing, Proceedings of the 2010 Winter Simulation Conference 2010.

Khudyakov P., Feigin P.D., and Mandelbaum A., Designing a Call Center with an IVR (Interactive Voice Response), QUESTA 2010.

Marmor Y.N., Wasserkrug S., Zeltyn S., Mesika Y., Greenshpan O., Carmeli B., Shtub A., and Mandelbaum A., Toward Simulation-Based Real-Time Decision-Support Systems for Emergency Departments, Proceeding of the Winter Simulation Conference. Austin, TX, December, 13-16, 2009.

Atar R., Mandelbaum A. and Shaikhet G., Simplified Control Problems for Multiclass Many-Server Queueing Systems, Mathematics of Operations Research, 34(4), 795–812, 2009.

Mandelbaum A. and Zeltyn S., "Staffing many-server queues with impatient customers: constraint satisfaction in call centers", ~~Operations Research, 57(5), pp. 1189-1205, 2009. (PDF-340KB) (PDF-460KB) (Internet supplement)~~

The OCR Project (IBM, Rambam, Technion), Services Research in Hospitals, or The Multi-Disciplinary Science of Patients Care, Invited to the Journal of Service Research, June 2009, as the winner of the inaugural 2009 Service Science Innovation Partnership Award competition., Award 2009

Aldor-Noiman S., Feigin P.D., and Mandelbaum A., Workload Forecasting for a Call Center: Methodology and a Case Study, The Annals of Applied Statistics, vol. 3, No.4, pp. 1403-1447, 2009. (Supplement)

Mandelbaum, A. and Momcilovic P., Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime, Mathematics of Operations Research, Vol. 33, No. 3, August 2008, pp. 561–586.

Gurvich I., Armony M., and Mandelbaum A., Service Level Differentiation in Call Centers with Fully Flexible Servers, Management Science, vol. 54, No.2, pp. 279-294, February 2008. (Technical appendix)

Feldman Z., Mandelbaum A., Massey W.A., and Whitt W., Staffing of Time-Varying Queues to Achieve Time-Stable Performance, Management Science, vol. 54, No.2, pp. 324-338, February 2008. (Internet supplement) (Unabridged version)

Wasserkrug S., Tabu S., Zeltyn S., Gilat D., Lipets V., Feldman Z., and Mandelbaum A., Creating Operational Shift Scheduling for Third Level IT Support: Challenges, Models and Case Study, Int. J. Services Operations and Informatics, Vol. 3, Nos. 3/4, 2008. (Japanese).

Aldor S. and Feigin P.D., Modeling Arrivals to the Agents Queue in a Call Center, Technical Report, September 2007.

Mandelbaum A. and Zeltyn S., Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers, Advances in Services Innovations, 2007, pp. 17-48, Spath D., Fähnrich, K.-P. (Eds.), Springer-Verlag.

Mandelbaum A. and Zeltyn S., Service Engineering of Call Centers: Research, Teaching, Practice, IBM SSME conference, October 2006.

Feigin P.D., Analysis of Customer Patience in a Bank Call Center, Working Paper, Technion, July 2006.

Atar R., Mandelbaum A. and Shaikhet G., Queueing systems with many servers: null controllability in heavy traffic, The Annals of Applied Probability, 16(4), 1764-1804, 2006.

Zeltyn S. and Mandelbaum A., Call centers with impatient customers: many-server asymptotics of the M/M/n+G queue, QUESTA, 51 (3/4), 361-402, 2005. (Internet Supplement)

Brown L., Gans N., Mandelbaum A., Sakov A., Shen H., Zeltyn S. and Zhao L., Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective, Journal of the American Statistical Association, 2005, Vol 100: 36-50. (An extended version of the JASA paper) (PostScript)

Marmor Y.N. and Sinreich D., Emergency department operations: The basis for developing a simulation tool, IIE Transactions (2005) 37, 233–245.

Mandelbaum A. and Stolyar A., Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cm-Rule, Operations Research, 52(6), pp. 836-855, 2004.

Marmor Y.N. and Sinreich D., Emergency Departments' Operations: A Simple and Intuitive Simulation Tool Based on the Generic Process Approach, July 2004.

Cohen I., Mandelbaum A., and Shtub A., Multi-Project Scheduling and Control: A Process-Based Comparative Study of the Critical Chain Methodology and Some Alternatives, Project Management Journal, 35 (2), 39-49, 2004.

Mandelbaum A. and Zeltyn S., The Impact of Customers’ Patience on Delay and Abandonment: Some Empirically-Driven Experiments with the M/M/N+G Queue, OR Spectrum, 26 (3), 377-411, 2004. Special Issue on Call Centers. (Black and White version)

Armony M. and Mandelbaum A., Design, staffing and control of large service systems: The case of a single customer class and multiple server types, Draft, March 2004.

Borst S., Mandelbaum A., and Reiman M., Dimensioning Large Call Centers, Operations Research, 52(1), pp. 17-34, 2004. (Preprint)

Jelenkovic P., Mandelbaum A., and Momcilovic P., Heavy Traffic Limits for Queues with Many Deterministic Servers, QUESTA 47, pp. 53-69, 2004. (Preprint PDF) (Preprint PostScript)

Atar R., Mandelbaum A., and Reiman M., A Brownian Control Problem for a Simple Queueing System in the Halfin-Whitt Regime, Technical Report, Technion EE, 2001. Systems and Control Letters, 51 (3-4), 269-275, 2004.

Mandelbaum A. and Stolyar A., Gcm Scheduling of Flexible Servers: Asymptotic Optimality in Heavy Traffic, Allerton summary of the full OR version, 2004.

Atar R., Mandelbaum A., and Reiman M., Scheduling a Multi-Class Queue with Many iid Servers: Asymptotic Optimality in Heavy-Traffic, The Annals of Applied Probability, 14(3), pp. 1084-1134, 2004. (Preprint PostScript)

Shimkin N. and Mandelbaum A., Rational Abandonments from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences, QUESTA 47, pp. 117-146, 2004. (Preprint PDF) (Preprint PostScript)

Zohar E., Mandelbaum A., and Shimkin N., Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support, Management Science, 48(4), 566-583, 2002. (Extended version)

Garnett O., Mandelbaum A., and Reiman M., Designing a Call Center with Impatient Customers, Manufacturing & Service Operations Management 4 (3), 208-227, 2002.

Mandelbaum A., Sakov A., and Zeltyn S., Empirical Analysis of a Call Center, Technical Report, 2001. (PostScript)

Mandelbaum A. and Shimkin N., A Model for Rational Abandonments from Invisible Queues, Queueing Systems: Theory and Applications (QUESTA), 36, 141-173, December 2000. (PostScript)

Mandelbaum A., Massey W.A., Reiman M., Rider B., and Stolyar A., Queue Lengths and Waiting Times for Multiserver Queues with Abandonment and Retrials, Selected Proceedings of the Fifth INFORMS Telecommunications Conference, 2000.

Garnett O., Mandelbaum A., and Reiman M., Designing a Call Center with Impatient Customers, Basic version, 1999. (Detailed) (PostScript)

Mandelbaum A., Massey W.A., Reiman M., and Rider B., Time Varying Multiserver Queues with Abandonment and Retrials, ITC-16, Teletraffic Engineering in a Competitive World, Editors P.Key and D.Smith, Elsevier, 355-364, 1999.

Mandelbaum A., Massey W.A., Reiman M., and Stolyar A., Waiting Time Asymptotics for Time Varying Multiserver Queues with Abandonment and Retrials, Allerton Conference Proceedings, 1999. (PostScript)

Mandelbaum A., Massey W.A., and Reiman M., Strong Approximations for Markovian Service Networks, Queueing Systems: Theory and Applications (QUESTA), 30, 149-201, November 1998.

Mandelbaum A. and Zeltyn S., Estimating Characteristics of Queueing Networks Using Transactional Data, Queueing Systems: Theory and Applications (QUESTA), 29, 75-127, August 1998.

Mandelbaum A. and Reiman M., On Pooling in Queueing Networks, Management Science, 44, 971-981, July 1998. (PostScript)

Mandelbaum A. and Pats G., State-Dependent Stochastic Networks. Part I: Approximations and Applications with Continuous Diffusion Limits, The Annals of Applied Probability, Vol. 8, No. 2. (May, 1998), pp. 569-646.

Choudhury G.L., Mandelbaum A., Reiman M.I., and Whitt W., Fluid and Diffusion Limits for Queues in Slowly Changing Enviornments, (1997) Stochastic Models, 13 (1), 121-146.

Jennings O., Mandelbaum A., Massey W., and Whitt W., Server Staffing to Meet Time-Varying Demand, Management Science, 42:10 (October 1996), pp. 1383-1394.

Adler P.S., Mandelbaum A., Nguyen V., and Schwerer E., From project to process management: An empirically-based framework for analyzing product development time, Management Science, 41, 458–484, 1995.

Mandelbaum A. and Massey W.A., Strong Approximations for Time-dependent Queues, Mathematics of Operations Research, Vol. 20, No. 1, 33-64, 1995.

Mandelbaum A. and Pats G., State-Dependent Queues: Approximations and Applications, Stochastic Networks, IMA Volume 71, Editors F. Kelly and R.J. Williams, Springer-Verlag, 239-282, 1995.

Chen H. and Mandelbaum A., Hierarchical Modelling of Stochastic Networks, Part I: Fluid Models, Stochastic Modeling and Analysis of Manufacturing Systems, edited by D.D. Yao, Springer Series in Operations Research, 47-106, 1994.

Chen H. and Mandelbaum A., Hierarchical Modelling of Stochastic Networks, Part II: Strong Approximations, Stochastic Modeling and Analysis of Manufacturing Systems, edited by D.D. Yao, Springer Series in Operations Research, 107-131, 1994.

Chen H. and Mandelbaum A., Leontieff Systems, RBV's and RBM's, Proceedings of the Imperial College Workshop on Applied Stochastic Processes, Editors M.H.A Davis and R.J. Elliot, Gordon and Breach Science Publishers, 1991.

Chen H., Harrison J.M., Mandelbaum A., van Ackere A., and Wein L., Empirical Evaluation of a Queueing Network Model for Semiconductor Wafer Fabrication., Operations Research, special issue in Manufacturing, 36, 202-216, 1987.