096324 | Service Engineering Course
The subject of this course are Service Networks, specifically their Science, Engineering and Management. Service networks are models of telephone and Internet services, or banks and insurance, hospitals, airports, supermarkets, some transportation systems, and even more. (Course applications will emphasize telephone-based services.) Our main theoretical framework for the course is Queueing Theory. However, the subject matter is highly multi-disciplinary, hence alternative frameworks (Statistics, Psychology, Marketing) will be useful as well.
The theory is at the level of an undergraduate course in Stochastic Processes. Home assignments will be theoretical, empirical and practical. Empirical analysis will involve real data from a call center that serves one of the Israeli banks. Further data resources are from the Technion SEE Center (SEE = Service Enterprise Engineering). Practical analysis will be based on two tools: SEEStat and 4CallCenters. The first tool, developed at the SEE Center, provides an online graphic-based interface with transactional data (call centers, hospitals); the second tool supports workforce management (staffing).
Mini Courses
- Mandelbaum A. Service Engineering: Modelling, Analysis, Inference of Stochastic Service Networks. Columbia Business School, April 2002.
- Mandelbaum A. QED Q’s. Eurandom – Workshop on Heavy Traffic Analysis and Process Limits of Stochastic Networks, Sep 2003. (Separate Files)
- Zeltyn S. Mini-Course on Service Engineering, jointly with Brown, L. Wharton, January and April 2005. (Separate Files)
- Mandelbaum A. Telephone Call\Contact Centers: Review of State-of-the-Art Research. Hamil Lecture, Tel-Aviv, January 6 , 2005. (Separate Files)
- Students’ Seminar, Spring Semester, 2006.
- Mandelbaum A. Graduate Mini-Course on Service Engineering. Stanford, October 2006. (Separate Files)
- Feigin P. and Mandelbaum A. Service Engineering. Israeli Statistics Association (ISA) workshop, Shfaim, May 2007.
- Mandelbaum A. Graduate Mini-Course on Service Engineering. Wharton, February 2008. (Separate Files)
- Mandelbaum A. Graduate Mini-Course on Service Engineering. Columbia, September 2008. (Separate Files)
- Students’ Seminar, Winter Semester, 2008/9.
- Students’ Seminar, Spring Semester, 2010.
- Mandelbaum A. Graduate Mini-Course on Service Engineering. Hong Kong, September 2011. (Printouts) (Separate Files)
- Mandelbaum A. Mini-Course on Service Engineering. (Printouts) (Separate Files)
- Mandelbaum A. Data-Based Service Networks: A Research Framework for Asymptotic Inference, Analysis and Control of service Systems. SAMSI Workshop, August 2012.
- Zychlinski N. Time-varying Tandem Queues with Blocking: Comparing Operating Mechanisms via Fluid Models. European Conference on Queueing Theory (ECQT), Jerusalem, July 2018.
