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)