Graduate Mini-Course on Service Engineering

 

Avishai Mandelbaum

 

Wharton

 

February þ2008

 

Contents:

 

1

Course Description

(PDF-200KB)

2

Multi-Disciplinary Process View (Call Center Design).  

(PDF-60KB)  (PPT-640KB)

3

Introduction to Service Engineering

(PDF-10.7MB)

4

Service Engineering: Data-Based Science & Teaching

in Support of Service Management (Seminar)

(Lecture PDF-2.5MB)  (Printout PDF-2.92MB)

5

QED Queues (Erlang-C)

(PDF-900KB)

6

Excursions in Markovian Queues with Abandonment

(Erlang-A)

(PDF-150KB)

7

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

(PDF-870KB)

8

On Priority Queues with Impatient Customers: Stationary and Time-Varying Analysis

(PDF-360KB)

9

Excursions in Markovian Queues without Abandonment (Erlang-C)

(PDF-460KB)

10

Time-Stable Performance

 

(PDF-350KB)