Service Engineering (096324) Spring 2011


Overview

Lectures

Recitations

Homework

References


Homework

#

Due date

Homework

Partial Solution

Data/Reading/Links

1

10.03.2011

On Queues

 

·         Amusement Park Management

·         Innovation in Retail Banking

·         Reading for Introduction to Service Engineering

2

16.03.2011

Capacity Analysis. Little’s Law

(PDF-56KB)

 

3

07.04.2011

Empirical Models

 

Excel File , Pivot table example (excel)

 Pivot table explanation (pdf)

4

13.04.2011

Processing Networks

 

 

5

04.05.2011

Fluid Models

(PDF-88KB)

(Excel-800KB)

 

6

12.05.2011

SEEStat Analysis

 

Connecting to SEEStat on the Technion SEELab Server (pdf)

SEEStat Tutorial (pdf) 

7

19.05.2011

Statistical Analysis of Arrival

PDF file, Part 2

Excel file, Part 2

Excel file, Part 1

Excel file, Part 2

8

26.05.2011

 Service Processes and Empirical Analysis of Customers' Patience

(PDF-40KB)

Excel File

9

16.06.2011

Gazolco's Call Center

(PDF-20KB)

 

10

 23.06.2011

Theoretical Analysis of Service Stations in Steady State. Priority Queues.

(PDF-51KB)

 

11

31.07.2011

Empirical Analysis of a Call Center via SEEStat (and the Offered-Load).

 

 

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)