References

References - Last updated on March 18, 2010

Research Papers [(Chronological) (Alphabetical)]

Seminars Mini-Courses Support Materials Theses/Projects Research Proposals Guest Lectures

Research Papers (listed in decreasing chronological order) Back To Top

· Gans N., Koole G., and Mandelbaum A. Telephone Call Centers: Tutorial, Review and Research Prospects. Invited review paper by Manufacturing and Service Operations Management (M&SOM), 5 (2), pp. 79–141, 2003. (PDF-1MB). Preprint (PDF-2.12MB).

· Mandelbaum A. and Zeltyn S. Service Engineering: Data-Based Course Development and Teaching. Submitted for publication in INFOMRS Transactions on Education, the special issue on "Teaching Service and Retail Operations Management"(2009). (PDF-2.66MB) Full version (PDF-3.45MB)

· Gans N., Liu N., Mandelbaum A., Shen H. and Ye H. Service Times in Call Centers: Agent Heterogeneity and Learning with some Operational Consequences. To appear in a book on the occasion of Larry Brown's 70s Birthday, December 2010. (PDF-974KB).

· Marmor Y.N., Wasserkrug S., Zeltyn S., Mesika Y., Greenshpan O., Carmeli B., Shtub A., and Mandelbaum A. Toward Simulation-Based Real-Time Decision-Support Systems for Emergency Departments. Proceeding of the Winter Simulation Conference. Austin, TX, December, 13-16, 2009 (PDF-904KB)

· Atar R., Mandelbaum A. and Shaikhet G. Simplified Control Problems for Multiclass Many-Server Queueing Systems. Mathematics of Operations Research, 34(4), 795–812, 2009. (PDF-498KB)

· Zeltyn S., Carmeli B., Greenshpan O., Mesika Y., Wasserkrug S., Vortman P., Marmor Y.N., Mandelbaum A., Shtub A., Lauterman T., Schwartz D., Moskovitch K., Tzafrir S., and Basis F. Simulation-Based Models of Emergency Departments: Operational, Tactical and Strategic Staffing, Submitted to ACM Transactions on Modeling and Computer Simulation (TOMACS), 2009 (PDF-600KB) Internet supplement (PDF-285KB)

· The OCR Project (IBM, Rambam, Technion). Services Research in Hospitals, or The Multi-Disciplinary Science of Patients Care. Invited to the Journal of Service Research, June 2009, as the winner of the inaugural 2009 Service Science Innovation Partnership Award competition. (PDF-450KB)

· Armony M, and Mandelbaum A. Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers. Submitted for publication (2009). (PDF-353KB), Technical appendix: (PDF-322KB)

· Mandelbaum, A. and Momcilovic P. Queues with Many Servers and Impatient Customers. Under Revision to MOR. (2009). (PDF-400KB)

· Khudyakov P., Feigin P.D., and Mandelbaum A. Designing a Call Center with an IVR (Interactive Voice Response). Submitted for publication (2009). (PDF-740KB)

· Aldor-Noiman S., Feigin P.D., and Mandelbaum A. Workload Forecasting for a Call Center: Methodology and a Case Study. The Annals of Applied Statistics, vol. 3, No.4, pp. 1403-1447, 2009. (PDF-700KB), Supplement (ZIP-307KB)

· Mandelbaum A. and Zeltyn S. Staffing many-server queues with impatient customers: constraint satisfaction in call centers. Operations Research, 57(5), pp. 1189-1205, 2009. (PDF-340KB) (PDF-460KB), Internet supplement (PDF-330KB)

· Gurvich I., Armony M., and Mandelbaum A. Service Level Differentiation in Call Centers with Fully Flexible Servers. Management Science, vol. 54, No.2, pp. 279-294, February 2008. (PDF-210KB), Technical appendix (PDF-380KB).

· Feldman Z., Mandelbaum A., Massey W.A., and Whitt W. Staffing of Time-Varying Queues to Achieve Time-Stable Performance. Management Science, vol. 54, No.2, pp. 324-338, February 2008. (PDF-580KB), Internet supplement (PDF-1.15M B). Unabridged version (PDF-2.74MB).

· Wasserkrug S., Tabu S., Zeltyn S., Gilat D., Lipets V., Feldman Z., and Mandelbaum A. Creating Operational Shift Scheduling for Third Level IT Support: Challenges, Models and Case Study. Int. J. Services Operations and Informatics, Vol. 3, Nos. 3/4, 2008. (PDF-286KB) (Japanese PDF-240KB).

· Mandelbaum, A. and Momcilovic P. Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime. Mathematics of Operations Research, Vol. 33, No. 3, August 2008, pp. 561–586 (PDF-385KB)

· Mandelbaum A. and Zeltyn S. Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers. (2007) Advances in Services Innovations, pp. 17-48, Spath D., Fähnrich, K.-P. (Eds.), Springer-Verlag. (PDF- 770KB)

· Mandelbaum A. and Zeltyn S. Service Engineering of Call Centers: Research, Teaching, Practice. (2006) IBM SSME conference, October 2006. (PDF-250KB)

· Atar R., Mandelbaum A. and Shaikhet G. Queueing systems with many servers: null controllability in heavy traffic. The Annals of Applied Probability, 16(4), 1764-1804, 2006. (PDF-460KB)

· Zeltyn S. and Mandelbaum A. Call centers with impatient customers: many-server asymptotics of the M/M/n+G queue. QUESTA, 51 (3/4), 361-402, 2005. (PDF-830 KB), Internet Supplement (PDF-730 KB).

· Brown L., Gans N., Mandelbaum A., Sakov A., Zeltyn S., Zhao L. and Haipeng S. Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. (2005) Journal of the American Statistical Association, Vol 100: 36-50. (PDF-450KB). An extended version of the JASA paper (PDF - 1.6Mb) (PS - 18.4Mb)

· Marmor Y.N. and Sinreich D. Emergency department operations: The basis for developing a simulation tool. IIE Transactions (2005) 37, 233–245. (PDF-2.49MB)

· Marmor Y.N. and Sinreich D. Emergency Departments' Operations: A Simple and Intuitive Simulation Tool Based on the Generic Process Approach. July 2004. (PDF-643KB)

· Armony M. and Mandelbaum A. Design, staffing and control of large service systems: The case of a single customer class and multiple server types. Draft, March 2004. (PDF-400KB)

· Cohen I., Mandelbaum A., and Shtub A. Multi-Project Scheduling and Control: A Process-Based Comparative Study of the Critical Chain Methodology and Some Alternatives. Project Management Journal, 35 (2), 39-49, 2004. (PDF - 2MB)

· Borst S., Mandelbaum A., and Reiman M. Dimensioning Large Call Centers. Operations Research, 52(1), pp. 17-34, 2004. (Preprint PS-490KB), (Published PDF -240KB)

· Jelenkovic P., Mandelbaum A., and Momcilovic P. Heavy Traffic Limits for Queues with Many Deterministic Servers. QUESTA 47, pp. 53-69, 2004. (Preprint PDF-380KB) (Preprint PS-530KB) (Published PDF-164KB)

· Mandelbaum A. and Stolyar A. Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cm-Rule. Operations Research, 52(6), pp. 836-855, 2004. (PDF-255KB)

· Mandelbaum A. and Zeltyn S. The Impact of Customers’ Patience on Delay and Abandonment: Some Empirically-Driven Experiments with the M/M/N+G Queue. OR Spectrum, 26 (3), 377-411, 2004. Special Issue on Call Centers. (Black and White PDF-700KB) (PDF-600KB)

· Atar R., Mandelbaum A., and Reiman M. A Brownian Control Problem for a Simple Queueing System in the Halfin-Whitt Regime. Technical Report, Technion EE, 2001. Systems and Control Letters, 51 (3-4), 269-275, 2004. (PS-170KB)

· Mandelbaum A. and Stolyar A. Gcm Scheduling of Flexible Servers: Asymptotic Optimality in Heavy Traffic. Allerton summary of the full OR version, 2004. (PDF-185KB)

· Atar R., Mandelbaum A., and Reiman M. Scheduling a Multi-Class Queue with Many iid Servers: Asymptotic Optimality in Heavy-Traffic. The Annals of Applied Probability, 14(3), pp. 1084-1134, 2004. (Preprint PS-525KB) (Published PDF-390KB)

· Shimkin N. and Mandelbaum A. Rational Abandonments from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences. QUESTA 47, pp. 117-146, 2004. (Preprint PDF-595KB) (Preprint PS-415KB) (Published PDF-250KB)

· Garnett O., Mandelbaum A., and Reiman M. Designing a Call Center with Impatient Customers. Manufacturing and Service Operations Management, 4(3), 208-227, 2002. (PDF-670KB)

· Zohar E., Mandelbaum A., and Shimkin N. Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support. Management Science, 48(4), 566-583, 2002. (PDF-2.7MB) (PS-3.3MB)

· Mandelbaum A. and Shimkin N. A Model for Rational Abandonments from Invisible Queues. Queueing Systems: Theory and Applications (QUESTA), 36, 141-173, December 2000. (PDF-315KB) (PS-350KB)

· Garnett O., Mandelbaum A., and Reiman M. Designing a Call Center with Impatient Customers. Basic version, 2000. (Detailed) (PDF-300KB) (PS-265KB)

· Mandelbaum A., Massey W.A., Reiman M., Rider B., and Stolyar A. Queue Lengths and Waiting Times for Multiserver Queues with Abandonment and Retrials. Selected Proceedings of the Fifth INFORMS Telecommunications Conference, 2000. (PS-430KB)

· Mandelbaum A., Sakov A., and Zeltyn S. Empirical Analysis of a Call Center. Technical Report, 2000. (PDF - 1.4Mb) (PS - 3.2Mb)

· Mandelbaum A., Massey W.A., Reiman M., and Rider B. Time Varying Multiserver Queues with Abandonment and Retrials. ITC-16, Teletraffic Engineering in a Competitive World, Editors P.Key and D.Smith, Elsevier, 355-364, 1999. (PS-270KB)

· Mandelbaum A., Massey W.A., Reiman M., and Stolyar A. Waiting Time Asymptotics for Time Varying Multiserver Queues with Abandonment and Retrials. Allerton Conference Proceedings, 1999. (PDF - 1.54Mb) (PS-540KB)

· Mandelbaum A., Massey W.A., and Reiman M. Strong Approximations for Markovian Service Networks. Queueing Systems: Theory and Applications (QUESTA), 30, 149-201, November 1998. (PS - 1Mb)

· Mandelbaum A. and Zeltyn S. Estimating Characteristics of Queueing Networks Using Transactional Data. Queueing Systems: Theory and Applications (QUESTA), 29, 75-127, August 1998. (PS-1MB)

· Mandelbaum A. and Pats G. State-Dependent Stochastic Networks. Part I: Approximations and Applications with Continuous Diffusion Limits. The Annals of Applied Probability, Vol. 8, No. 2. (May, 1998), pp. 569-646. (PDF-5MB)

· Mandelbaum A. and Reiman M. On Pooling in Queueing Networks. Management Science, 44, 971-981, July 1998. (PDF-180KB) (PS-245KB)

· Choudhury G.L., Mandelbaum A., Reiman M.I., and Whitt W. Fluid and Diffusion Limits for Queues in Slowly Changing Enviornments, (1997) Stochastic Models, 13 (1), 121-146. (PDF-323KB)

· Jennings O., Mandelbaum A., Massey W., and Whitt W. Server Staffing to Meet Time-Varying Demand. Management Science, 42:10 (October 1996), pp. 1383-1394. (PDF-720KB)

· Adler P.S., Mandelbaum A., Nguyen V., and Schwerer E. From project to process management: An empirically-based framework for analyzing product development time. Management Science, 41, 458–484, 1995. (PDF-2MB)

· Chen H., Harrison J.M., Mandelbaum A., van Ackere A., and Wein L. Empirical Evaluation of a Queueing Network Model for Semiconductor Wafer Fabrication. Operations Research, special issue in Manufacturing, 36, 202-216, 1988. (PDF-2.73MB)

· Mandelbaum A. and Pats G. State-Dependent Queues: Approximations and Applications, Stochastic Networks, IMA Volume 71, Editors F. Kelly and R.J. Williams, Springer-Verlag, 239-282, 1995. (PDF-2.6MB)

· Mandelbaum A. and Massey W.A. Strong Approximations for Time-dependent Queues, Mathematics of Operations Research, Vol. 20, No. 1, 33-64, 1995. (PDF-910KB)

· Chen H. and Mandelbaum A. Hierarchical Modelling of Stochastic Networks, Part I: Fluid Models, Stochastic Modeling and Analysis of Manufacturing Systems, edited by D.D. Yao, Springer Series in Operations Research, 47-106, 1994. (PDF-2.6MB)

· Chen H. and Mandelbaum A. Hierarchical Modelling of Stochastic Networks, Part II: Strong Approximations, Stochastic Modeling and Analysis of Manufacturing Systems, edited by D.D. Yao, Springer Series in Operations Research, 107-131, 1994. (PDF-2.6MB)

· Chen H. and Mandelbaum A. Leontieff Systems, RBV's and RBM's, Proceedings of the Imperial College Workshop on Applied Stochastic Processes, Editors M.H.A Davis and R.J. Elliot, Gordon and Breach Science Publishers, 1991. (PDF-1.65MB)

Seminars Back To Top

· Mandelbaum A. Service Engineering: Multi-Disciplinary Process View (Call Center Design). (PDF-60KB) (PPT-640KB); (PDF-148KB) (PPT-664KB Hebrew)

· Mandelbaum A. Telephone Services: Science, Engineering, Management and Teaching. Fraunhofer, November 26, 2002. (PDF - 1.7Mb)

· Brown L. Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. The Wharton School, University of Pennsylvania, November 2002. (PDF - 1.5Mb)

· Mandelbaum A. Call Centers: Queueing Theory, Science, Practice. Madrid, July 3, 2002. (WORD - 1.8Mb) ( Full Version - PDF - 2.6Mb)

· Mandelbaum A. A Personal Tool for Workforce Management. Wharton Call Center Forum, May 2002. (PDF - 6MB) (Word - ZIP - 6.2Mb)

· Mandelbaum A. Dimensioning Large Call Centers. April 2002. (PDF - 5.7Mb)

· Mandelbaum A. Designing Call Centers with Impatient Customers. April 2002. (PDF - 6.4Mb)

· Mandelbaum A. Approximations and Hierarchical Modelling of Stochastic Networks. April 2002. (PDF - 6.5Mb)

· Shimkin N. Adaptive Behavior of Impatient Customers in Tele-Queues. Statistics Seminar, Hebrew University, Jerusalem, April 2002. (PS - ZIP-320KB)

· Sakov A. Empirical Analysis of a Telephone Call Center. Statistics Seminar, Tel-Aviv University, May 29, 2002. (Based on the above report by Mandelbaum, Sakov, Zeltyn.) (PPT-390KB)

· Mandelbaum A. Skills-Based Routing and its Operational Complexities. Wharton Call-Center Forum, May 2003. (Lecture Delivered-PDF-836KB) (Full Version-PDF-1.1MB)

· Brown L. Empirical Analysis of Call Center Traffic. Wharton Call-Center Forum, May 2003. (PDF - 1.6Mb)

· Mandelbaum A. Telephone Call/Contact Centers, Service Engineering And Queuing Science. Montreal Stochastic Networks Conference, July 2004 (PDF-1.9MB)

· Armony M. Staffing and Control of Large Service Systems: The Case of Multiple Customer Classes and Fully Flexible Servers. Denver, October 2004. (PDF-100 KB)

· Zeltyn S. Call Centers with Impatient Customers: Exact Analysis and Many-Server Asymptotics of the M/M/n+G queue. IE Seminar, Columbia Univeristy, NYC, April 2005. (PDF-1MB)

· Mandelbaum A. QED Q's. INFORMS San-Francisco, Inaugural Markov Lecture of the Applied Probability Society (APS), November 2005. (Lecture PDF-1.1MB)
(Printout PDF-1.1MB). APS link: http://appliedprob.society.informs.org/markov_lecture.html

· Shaikhet G. Many-Server Queues: Null Controllability in Heavy Traffic. EE Probability Seminar, Technion, December 2005 (PDF-130KB)

· Zeltyn S. Dimensional Call Centers with Abandonments. Constraint Satisfaction and Cost minimization. INFORMS annual meeting, San-Francisco, November 2005 (PDF-200KB)

· Shaikhet G. Queueing Systems with Many Servers: Null Controllability in heavy Traffic ORSIS annual meeting, Naharia, May 2006 (PDF-220KB)

· Zeltyn S. Dimensioning Call Centers with Abandonment: Constraint Satisfaction and Cost Minimization. ORSIS annual meeting, Naharia, May 2006 (PDF-200KB)

· Mandelbaum A. Service Engineering & Science: Data-Based Research, Teaching, Practice. Wharton Empirical OM Workshop, September 2006 (Lecture -PDF-1.7MB) (Printout -PDF-1.5MB)

· Mandelbaum A. Service Engineering. IBM SSME Conference, October 6, 2006 (Lecture-PDF-720KB) (Printout-PDF-600KB)

· Mandelbaum A. Service Engineering: Data-Based Science & Teaching in Support of Service Management. Stanford GSB, October 2006 (Lecture-PDF-1.7MB) (Printout-PDF-1.4MB)

· Mandelbaum A. Data-MOCCA: Lectures and Demonstrations. 2008. (Zip File - 23.7MB)

· Zeltyn S. Empirically-Based Staffing in Call Centers: Simple Models at the Service of Complex Realities. New-York University and IBM Thomas J. Watson Research Center, October 2006 (Lecture-PDF-1.7MB) (Printout-PDF-1.4MB)

· Armony M. Routing and Staffing in Large-Scale Service Systems with Heterogeneous Servers and Impatient Customers. INFORMS Annual Meeting, November 2006 (PDF-540KB)

· Shaikhet G. Multiclass Many Server Diffusion Models: Reduction to a One Dimensional Control Problem. ORSIS annual meeting, Maale Hachamisha, May 2007 (PDF-160KB)

· Mandelbaum A. QED Q's. 32nd Conference on Stochastic Processes and their Applications, Urbana-Champaign, August 2007. (Lecture PDF-3.73MB)
(Printout PDF-3.35MB). SPA link: http://www.math.uiuc.edu/SPA07

· Atar, R. Diffusion Limits and Control. Queueing Day, Technion, December 20, 2007. (PDF-130KB)

· Mandelbaum A. Service Science & Engineering (of Call/Contact Centers). Technion Reunion, Class of 1967, December 2007. (PDF-1.95MB)

· Mandelbaum A. QED Q's: Quality- and Efficiency-Driven Queues. Tel-Aviv University Statistics and Operations Research, January 2008. (Lecture PDF-1.65MB) (Printout PDF-2.95MB)

· Mandelbaum A. QED Q's: Quality- and Efficiency-Driven Queues. Wharton Statistics, February 2008. (Lecture PDF-2.36MB) (Printout PDF-2.08MB)

· Mandelbaum A. DataMOCCA: Data MOdel for Call Center Analysis. Wharton Call Center Forum, February 2008. (PDF-640KB) (PPT-5.95MB)

· Mandelbaum A. Service Engineering & Science: Data-Based Research, Teaching, Practice. keynote speaker, Euro Working Group on Stochastic Modeling, Koc University, Istanbul, Turkey, June 2008. (PDF-2.78MB)

· Yom-Tov G. Capacity Management in Hospitals: Semi-Open Queueing Networks in the QED Regime. MSOM, June 2008. (Lecture PDF-1GB)

· Mandelbaum A. Data-Based Service Engineering. ISBIS (International Statistical Institute for Business and Industrial Statistics) session, at ENBIS (European Network for Business and Industrial Statistics) 8th Conference, Athens, September 2008. (PDF-1.51MB)

· Mandelbaum, A. QED Q's: Quality- and Efficiency-Driven Queues, with a focus on Call/Contact Centers. China lectures (Chinese Academy of Science, Tsinghua, Fudan), Beijing and Shanghai, November 2008. (Lecture PDF-2.77MB) (Printout PDF-2.41MB)

· Zeltyn, S. Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Center. ORSIS annual meeting, Shfaim, May 2009. Winner of the ORSIS 2009 Best Paper Award (PPT-514KB)

· Yom-Tov G. The Erlang-R Queue: A Model Supporting Personnel Staffing in Emergency Departments. ORSIS annual meeting, Shfaim, May 2009. (Lecture PDF-561KB) (Printout PDF-561KB)

· Maman S. Uncertainty in the Demand for Service: The Case of Call Centers and Emergency Departments. ORSIS annual meeting, Shfaim, May 2009. Winner of the 2009 ORSIS Mechraz Prize, for the best graduate thesis in Operations Research (Lecture PDF-722KB) (Printout PDF-608KB)

· Marmor Y.N. Queues in Hospitals: empirical analysis of patients flow through the Emergency Department. ORSIS annual meeting, Shfaim, May 2009. (PPT-524KB)

· IBM Haifa Research, Rambam Hospital, Technion IE&M; Winner of the "2009 Service Science Innovation Partnership Award". Service Science in Hospitals: A Research-Based Partnership for Innovating and Transforming Patients Care. Technology Services World Conference. Santa Clara, California, May 2009. (PPT-2.16MB)

· Liberman P. Empirical Analysis of Service Centers: A Queueing-Science Perspective. University of Buenos Aires, August 2009. (PDF-1.38MB)

· Mandelbaum A. Empirical Adventures in Call-Centers and Emergency-Departments. August 2009, Superset of Overheads. (PDF-6.28MB)

· Mandelbaum A. "Empirical Adventures in Call-Centers, Emergency-Departments,...", WITOR09, Turkey, September 2009. (PDF-3.16MB)

· Yom-Tov G. The Erlang-R Queue: A Model Supporting Personnel Staffing in Emergency Departments. WITOR09, Turkey, September 2009. (Lecture PDF-860KB) (Printout PDF-735KB)

· Armony M. Staffing and Routing in Large-Scale Service Systems with Heterogeneous-Servers. INFORMS Annual Meeting, October 2009 (PDF-800KB)

· Marmor Y.N. Toward a Simulation-Based Real-Time Decision-Support System for Emergency Departments. Winter Simulation conference, December 2009. (PPT-837KB) (Printout PDF-441KB)

· Mandelbaum A. "Data-Based Service Engineering (Science, Management) in Hospitals, Call Centers,...", LOIS MHPW, Eindhoven, February 2010. (PDF-11.53MB) Project DataMOCCA (PDF-2.76MB)

Mini-Courses Back To Top

· Mandelbaum A. Service Engineering: Modelling, Analysis, Inference of Stochastic Service Networks. Columbia Business School, April 2002. (PDF - ZIP - 25.2MB)

· Mandelbaum A. QED Q’s. Eurandom - Workshop on Heavy Traffic Analysis and Process Limits of Stochastic Networks, Sep 2003. (Single Zip File – 2.7MB) (Separate Files)

· Zeltyn S. Mini-Course on Service Engineering, jointly with Brown, L. Wharton, January and April 2005 (Single Zip File -2.8 MB) (Separate Files)

· Mandelbaum A. Telephone Call\Contact Centers: Review of State-of-the-Art Research. Hamil Lecture, Tel-Aviv, January 6 , 2005. (Single Zip File – 13MB) (Separate Files)

· Students Seminar. Spring Semester, 2006. (link)

· Mandelbaum A. Graduate Mini-Course on Service Engineering. Stanford, October 2006 (Single Zip File – 9.57MB) (Separate Files)

· Feigin P. and Mandelbaum A. Service Engineering. Israeli Statistics Association (ISA) workshop, Shfaim, May 2007 (Single Zip File - 8.33MB)

· Mandelbaum A. Graduate Mini-Course on Service Engineering. Wharton, February 2008 (Single Zip File – 16.9MB) (Separate Files)

· Mandelbaum A. Graduate Mini-Course on Service Engineering. Columbia, September 2008 (Single Zip File – 18MB) (Separate Files)

· Students Seminar. Winter Semester, 2008/9. (link)

Support Materials Back To Top

· SEE Center (Service Enterprise Engineering): (Link) (Material)

· Mandelbaum A. Call Centers. Research Bibliography with Abstracts. Version 7, May, 2006. (PDF-800KB)

· Rafaeli, A. Report on "The Israeli Call Center Industry" (in Hebrew), August 2004 (PDF-1.4MB)

· Holman D., Batt R., and Holtgrewe U. The Global Call Centre Report: International Perspectives on Management and Employment. 2007 (PDF-2.66MB)

· 4CallCenters: support for workforce management (staffing), based on Erlang-C and Erlang-A models Download

· Mandelbaum A., Zeltyn S. The Palm/Erlang-A Queue, with Applications to Call Centers (PDF-870KB)

· Mandelbaum A., Zeltyn S. M/M/n+G Queue: Summary of Performance Measures (PDF-180KB)

· Mandelbaum A. Curriculum Vitae (Full PDF-100KB) (Short PDF-24KB)

Theses/Projects Back To Top

· Zeltyn S. Estimating Characteristics of Queueing Networks Using Transactional Data. M.Sc. Thesis, Technion, January 1996. (PDF - 3.33MB)

· Barron Y. Performance Analysis of Dynamic Stochastic PERT/CPM Networks. M.Sc. Thesis, Technion, January 1996. (English Summary PDF - 240KB) (Hebrew PDF - 2.88MB)

· Garnett O. Designing a Telephone Call Center with Impatient Customers . M.Sc. Thesis, Technion, March 1998. (English Summary PDF - 145KB) (Hebrew PDF - 2.55MB)

· Zohar E. Adaptive Behavior of Impatient Customers in Invisible Queues. M.Sc. Thesis, Technion, January 2001. (PDF - 2.2MB)

· Kestelman R. Optimal Organizational Structures for Problem Solving: Help Desk. M.Sc. Thesis, Technion, February 2001. (English Summary PDF-425KB) (Hebrew PDF - 4.22MB)

· Schwartz R. Simulation Experiments with M/G/100 Queues in the Halfin-Whitt (Q.E.D.) Regime. Technion, July 2002. (PS - 2.2MB)

· Nakibly E. Predicting Waiting Times in Telephone Service Systems. M.Sc. Thesis, Technion, July 2002. (PDF-1MB)

· Issaev E. Fitting Phase-Type Distributions to Data from a Telephone Call Center. M.Sc. Thesis, Technion, March 2003. (Lecture PTT-620KB) (Thesis PDF - 1.9MB)

· Marmor Y.N. Developing a Simulation Tool for Analyzing Emergency Department Performance. M.Sc. Thesis, Technion, August 2003. Supervised by the late Prof. David Sinreich. (English Summary PDF-5.55MB) (Hebrew PDF - 5.41MB)

· Feldman Z. Staffing of Time-Varying Queues To Achieve Time-Stable Performance. Technion, June 2004. (PDF-520KB)

· Gurvich I. Design and Control of the M/M/N Queue with Multi-Class Customers and Many Servers. M.Sc. Thesis, Technion, July 2004. (Lecture PDF-380KB) (Thesis PDF-1.3MB)

· Zeltyn S. Call Centers with Impatient Customers: Exact Analysis and Many-Server Asymptotics of the M/M/n+G queue. PhD Thesis, Technion , 2005 (Lecture PDF-1MB) (Thesis PDF-2.5MB).

· Khudyakov P. Designing a Call Center with an IVR (Interactive Voice Response). M.Sc. Thesis, Technion, 2006. (Lecture PPT-1.6MB) (Thesis PDF-1.3MB)

· Aldor-Noiman S. Forecasting Demand for a Telephone Call Center: Analysis of Desired versus Attainable Precision. M.Sc. Thesis, Technion, 2006. (Lecture PPT-1.8MB) (Thesis PDF-1.3MB)

· Shaikhet G. Control of Many-Servers Queueing Systems in Heavy Traffic. Ph.D. Thesis, Technion, 2007. (Lecture PDF-533KB) (Thesis -PDF-628KB).

· Rozenshmidt L. On Priority Queues with Impatient Customers: Stationary and Time-Varying Analysis. M.Sc. Thesis, Technion, 2007. (Lecture PPT-653KB) (Thesis PDF-2.42MB) (Hebrew Summary PDF-216KB) .

· Feldman Z. Optimal Staffing of Systems with Skills-Based-Routing (SBR). M.Sc. Thesis, Technion, 2008. (Lecture PPT-4.1MB) (Thesis PDF-10.7MB)

· Tseytlin Y., Zviran A. Simulation of Patients Routing from an Emergency Department to Internal Wards in Rambam Hospital. Technion, November 2008. (PDF-1.79MB) (Lecture PDF-755KB)

· Maman S. Uncertainty in the Demand for Service: The Case of Call Centers and Emergency Departments. M.Sc. Thesis, Technion, April 2009. (Thesis PDF-4.52MB) (Lecture PDF-1.33MB) (Hebrew summery PDF - 70KB)

· Tseytlin Y. Queueing Systems with Heterogeneous Servers: On Fair Routing of Patients in Emergency Departments. M.Sc. Thesis, Technion, April 2009. (Thesis PDF-1.41MB) (Lecture PDF-781KB) (Hebrew summery PDF - 126KB)

· Marmor Y.N. Emergency-Departments Simulation in Support of Service-Engineering: Staffing, Design, and Real-Time Tracking. Ph.D. Thesis, Technion, February 2010. (Thesis PDF-3.83MB) (Lecture PDF-1.18MB)

· Undergraduate Students' Projects

Research Proposals Back To Top

· Zaied I. The Offered Load in Fork-Join Networks: Calculations and Applications to Service Engineering of Emergency Department. M.Sc. Research Proposal, Technion, March 2010. (PDF-2.2MB)

· Senderovich A. Call Centers with Skills-Based-Routing: Simulation-Based State-Inference and Dynamic-Staffing M.Sc. Research Proposal, Technion, February 2010. (PDF-868KB)

· Zviran A. Fork-Join Networks in Heavy Traffc: Diffusion Approximations and Control. M.Sc. Research Proposal, Technion, August 2008. (PDF-1.08MB)

· Reich M. The Workload Process: Modelling, Inference and Applications. M.Sc. Research Proposal, Technion, December 2007. (PDF-212KB)

· Yom-Tov G. Queues in Hospitals: Semi-Open Queueing Networks in the QED Regime. Ph.D. Research Proposal, Technion, December 2007. (PDF-1.16MB)

· Khudyakov P. Statistical Analysis of Call Center data. Ph.D. Research Proposal, Technion, October 2007. (PDF-424KB)

· Tseytlin Y. Queueing Systems with Heterogeneous Servers: Improving Patients' Flow in Hospitals. M.Sc. Research Proposal, Technion, September 2007. (PDF-400KB)

· Maman S. Uncertainty in the Demand for Service: The Case of Call Centers and Emergency Departments. M.Sc. Research Proposal, Technion, April 2007. (PDF-300KB)

Guest Lectures Back To Top

· Nira Munichor, PhD Student, Technion. Caller Reactions to Telephone Waiting. May 2006 (PPT – 1.3MB)

· Prof. Anat Rafaeli. A Psychological Look at Service and Waiting. June 2004 (PPT-1.4MB)

· Gidi Maklef and Zeev Hugi, Hapoalim. Marketing and MIS in Bank Call Centers. February 2004 (PDF-380KB)

· Gadi Alon, PhD Student, Columbia. Competition in Service Industries. February 2004 (PDF-130KB)

· Amit Fisher, M.Sc. in MIS, Technion . CRM, from an Information System Perspective. June 2003 (PPT-2.6MB)

· Prof. Barak Libai. Customers Relationship Management (CRM). May 2003 (PPT – 1.3MB)

· Prof. Anat Rafaeli. The Service Provider. April 2003 (PPT-770KB)

· Izik Cohen, PhD Student, Technion. Multi Project Scheduling, April 2003 (PPT-316KB)

· Stochastic Networks Conference, Montreal, Canada, 2004

· Call Center Workshop, Montreal, Canada ,2004

· Ward Whitt’s Graduate Research Course – Fall 2004

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