Service Engineering (096324) Winter 2010


Overview

Lectures

Recitations

Homework

References


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)