Mini-Course on Service Engineering

Sergey Zeltyn, jointly with Brown, L.

Wharton

January and April, ‏2005

Contents

1. Classical Queueing Models

2. Abandonment and Customers’ Patience in Tele-Queues. The Palm/Erlang-A Model

3. Operational Regimes in Call Centers: Empirically-Based Queueing Theory

4.1. Markov Jump Processes Review

4.2. PASTA Property Markov Jump Processes Review