Graduate Mini-Course on Service Engineering

Avishai Mandelbaum

Columbia

September ‏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. Time-Stable Performance

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

10. Erlang-A Strong Approximations

11. Fluid Models and Diffusion Approximations

12. Predictable Queue: Strong Approximations

13. Predictable Queues: Calculus

14. Skills-Based Routing and its Operational Complexities

15. QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type