Graduate Mini-Course on Service Engineering

 

Avishai Mandelbaum

 

Stanford

 

October þ2006

 

Contents:

 

1

Course Description

(PDF-200KB)

2

Introduction to Service Engineering

 

(PDF-4.65MB)

3

QED Queues (Erlang-C)

 

(PDF-915KB)

4

Service Engineering: Data-Based Science & Teaching

in Support of Service Management (Seminar)

(PDF-1.7MB)

5

Excursions in Markovian Queues without Abandonment (Erlang-C)

(PDF-460KB)

6

Excursions in Markovian Queues with Abandonment (Erlang-B)

(PDF-150KB)

7

Time-Stable Performance

 

(PDF-350KB)

8

Excursions in Markovian Queues.  Some Proofs

 

(PDF-100KB)

9

Homework: Gazolco's Call Center

 

(WORD-100KB)

10

Theoretical Homework

 

(WORD-24KB)

11

DataMOCCA: Data MOdels for Call Center Analysis 

 

(PPT-776KB)

12

The Palm/Erlang-A Queue, with Applications to Call Centers

(PDF-892KB)