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Graduate Mini-Course on Service Engineering
Avishai Mandelbaum
Stanford
October 2006
Contents
Course Description
Introduction to Service Engineering
QED Queues (Erlang-C)
Service Engineering: Data-Based Science & Teaching in Support of Service Management (Seminar)
Excursions in Markovian Queues without Abandonment (Erlang-C)
Excursions in Markovian Queues with Abandonment (Erlang-B)
Time-Stable Performance
Excursions in Markovian Queues. Some Proofs
Homework: Gazolco’s Call Center
Theoretical Homework
DataMOCCA: Data MOdels for Call Center Analysis
The Palm/Erlang-A Queue, with Applications to Call Centers
