Service Engineering (096324) Winter 2010

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Overview

Lectures

Recitations

Homework

References

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Homework

#	Due date	Homework	Partial Solution	Data/Reading/Links
1	26.10.2009	On Queues		Amusement Park Management
2	04.11.2009	Capacity Analysis. Little’s Law	(PDF-56KB)
3	11.11.2009	Empirical Models		Excel File , Pivot table example (excel) Pivot table explanation (pdf)
4	18.11.2009	Processing Networks
5	02.12.2009	Fluid Models	(PDF-88KB) (Excel-800KB)
6	15.12.2009	SEEStat Analysis
7	23.12.2009	Statistical Analysis of Arrival	PDF file, Part 2 Excel file, Part 2	Excel file, Part 1 Excel file, Part 2
8	30.12.2009 3.1.2010	Service Processes and Empirical Analysis of Customers' Patience	(PDF-44KB)	Excel File
9	13.01.2010	Gazolco's Call Center	(PDF-20KB)
10	20.01.2010 27.01.2010	Theoretical Analysis of Service Stations in Steady State. Priority Queues.	(PDF-51KB)
11	24.02.2010	Staffing of Call Centers		Italian and U.S. data

HW grades

Telephone Call-Center Data: Download the data View explanations

Face-to-Face Bank Data: Download the data View explanations

Examples of exams with solutions (Link)