Mini-Course on Service Engineering

Avishai Mandelbaum

Contents

• Course Description (Full Version)
• Multi-Disciplinary Process View (Call Center Design) (PPT)
• Multi-Disciplinary Process View (Emergency Department Design) (PPT)
• Service Engineering: Data-Based Science & Teaching (Printout)
• SEEStat 3.0 Tutorial (Printout)
• Introduction to Service Engineering (Printout)
• Kaplan & Porter_Serv Nets
• Anatomy of Waiting Time (Printout)
• QED Queues (Erlang-C) (Printout)
• Excursions in Markovian Queues with Abandonment (Erlang-A) (Printout)
• The Palm/Erlang-A Queue, with Applications to Call Centers
• Time-Stable Performance (Part 1) (Part 2) (Printout)
• Excursions in Markovian Queues without Abandonment (Erlang-C) (Printout)
• Erlang-A Strong Approximations (Printout)
• Fluid Models and Diffusion Approximations
• Predictable Queue: Strong Approximations
• Predictable Queues: Calculus
• Skills-Based Routing and its Operational Complexities
• QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type