Mini-Course on Service Engineering

Sergey Zeltyn, jointly with Brown, L.

Wharton

January and April, 2005

Contents:

1	Classical Queueing Models.	(PDF-820KB)
2	Abandonment and Customers’ Patience in Tele-Queues. The Palm/Erlang-A Model.	(PDF-2.2MB)
3	Operational Regimes in Call Centers: Empirically-Based Queueing Theory	(PDF-1.2MB)
4.1	Markov Jump Processes Review	(PostScript-75KB)
4.2	PASTA Property Markov Jump Processes Review	(PostScript-75KB)