Graduate Mini-Course on Service Engineering

Avishai Mandelbaum

Wharton

February ‏2008

Contents

1.  Course Description

2. Multi-Disciplinary Process View (Call Center Design) (PPT)

3. Introduction to Service Engineering

4. Service Engineering: Data-Based Science & Teaching in Support of Service Management (Seminar) (Printout)

5.  QED Queues (Erlang-C)

6.  Excursions in Markovian Queues with Abandonment (Erlang-A)

7.  The Palm/Erlang-A Queue, with Applications to Call Centers

8.  On Priority Queues with Impatient Customers: Stationary and Time-Varying Analysis

9.  Excursions in Markovian Queues without Abandonment (Erlang-C)

10. Time-Stable Performance