References - Last updated on January
21, 2012
Seminars
Mini-Courses
Support
Materials Theses/Projects Research Proposals
Guest Lectures
Relevant Material
·
Gans N., Koole
G., and
· Mandelbaum A. and Zeltyn S. Service Engineering: Data-Based Course Development and Teaching. INFOMRS Transactions on Education, Volume 11, Number 1, 2010; the special issue on "Teaching Service and Retail Operations Management"(2009). (PDF-383KB) Full version (PDF-3.65MB), (link)
· Armony M., Israelit S., Mandelbaum A., Marmor Y., Tseytlin Y., and Yom-Tov G. Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective. Submitted to Stochastic Systems, November 2011. (PDF-2.47MB)
· Yom-Tov G, and Mandelbaum A. Erlang-R: A Time-Varying Queue with ReEntrant Customers, in Support of Healthcare Staffing. Submitted to Manufacturing & Service Operations Management, August 2011. (PDF-5MB)
· Weerasinghe A, Mandelbaum A. Abandonment vs. Blocking in Many-Server Queues: Asymptotic Optimality in the QED Regime. Submitted, April 2011. (PDF-507KB)
· Marmor Y, Golany B, Israelit S and Mandelbaum A. Designing Patient Flow in Emergency Departments. Submitted to the Academic Emergency Medicine, March 2011. (DOC-958KB)
· Gans N., Liu N., Mandelbaum A., Shen H. and Ye H. Service Times in Call Centers: Agent Heterogeneity and Learning with some Operational Consequences. Book on the occasion of Larry Brown's 70s Birthday, December 2010. (PDF-974KB).
· Khudyakov
P, Feigin P, Mandelbaum A. Designing a
· Khudyakov P., Gorfine M. and Feigin P. Test for Equality of Baseline Hazard Functions for Correlated Survival Data using Frailty Models. Submitted, 2010. (PDF-546KB).
· Mandelbaum A, Ramanan K Directional Derivatives of Oblique Reflection Maps. Mathematics of Operations Research, Vol. 35, No. 3,, August 2010. (PDF-728KB)
· Mandelbaum A., Momcilovic P., and Tseytlin Y. On Fair Routing From Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers. Submitted to Management Science, 2010. (PDF-717KB)
· Zeltyn S., Marmor Y., Mandelbaum A., Carmeli B., Greenshpan O., Mesika Y., Wasserkrug S., Vortman P., Schwartz D., Moskovitch K., Tzafrir S., Basis F., Shtub A. and Lauterman T., Simulation-Based Models of Emergency Departments: Real-Time Control, Operations Planning and Scenario Analysis . ACM Transactions on Modeling and Computer Simulation (TOMACS), 2010. (PDF-460KB)
· Goldberg Y, Ritov Y. and Mandelbaum A. The Best Linear Unbiased Estimator for Continuation of a Function Submitted to the Annals of Applied Statistics 2010. (PDF-363KB).
· Feldman Z. and Mandelbaum A. Using Simulation-Based Stochastic Approximation to Optimize Staffing of Systems with Skills-Based-Routing Proceedings of the 2010 Winter Simulation Conference 2010. (PDF-178KB).
· 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.
· 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)
· 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. Operations Research Vol. 59, No. 1, January–February 2011(PDF-353KB), Technical appendix: (PDF-322KB)
· Mandelbaum, A. and Momcilovic P. Queues with Many Servers and Impatient Customers. Mathematics of Operation Research 2010. (PDF-400KB)
·
Khudyakov P., Feigin P.D., and Mandelbaum A. Designing a
·
Aldor-Noiman S., Feigin
P.D., and Mandelbaum A. Workload Forecasting for a
· 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)
· Feigin P.D. Analysis of Customer Patience in a Bank Call Center. Working Paper, Technion, July 2006. (PDF-669KB)
· 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)
·
Brown L., Gans
N., Mandelbaum A., Sakov A., Shen
H., Zeltyn S.
and Zhao L. Statistical Analysis of a
·
Cohen
·
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
·
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)
·
· 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. Telephone Services:
Science, Engineering, Management and Teaching. Fraunhofer,
November 26, 2002. (PDF - 1.7Mb)
·
Brown L. Statistical
Analysis of a
·
Mandelbaum A. Call
Centers: Queueing Theory, Science, Practice.
·
Mandelbaum A. A Personal Tool for Workforce Management.
·
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,
·
Sakov A. Empirical Analysis of a
·
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
·
Mandelbaum A. Telephone
Call/
·
Armony M. Staffing and Control of Large Service Systems:
The Case of Multiple Customer Classes and Fully Flexible Servers.
·
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
· 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.
· 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.
· 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
·
Mandelbaum A. Service Engineering
& Science: Data-Based Research, Teaching, Practice. keynote speaker, Euro Working Group on Stochastic Modeling,
· 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.
·
Zeltyn, S. Staffing Many-Server
Queues with Impatient Customers: Constraint Satisfaction in
· 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
· 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.
· Liberman P. Empirical
Analysis of Service Centers: A Queueing-Science Perspective.
· 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,
·
Yom-Tov G. The Erlang-R
Queue: A Model Supporting Personnel Staffing in Emergency Departments. WITOR09,
· 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,
· MSOM 2010 Conference. Technion,
·
Mandelbaum A. A
Data-Based Science for Service Engineering and Management, or “Empirical
Adventures in Call-Centers and Hospitals".
LOIS
Lecture,
· INFORMS 2010. Austin Texas, November 2010. (link)
·
Feldman Z, Mandelbaum A. Using
simulation-based stochastic approximation to optimize staffing of systems with
skills-based-routing. Winter Simulation
Conference,
·
Mandelbaum A. Data-Based
Science for Service Engineering and Management
or: Empirical Adventures in Call-Centers and Hospitals. Georgia-Tech, ISyE;
Distinguished Lecture 2011, February, 2011. (PDF-7MB)
· APS 2011 Conference.
· Mandelbaum A. A Data-Based Science for Service Engineering and Management, or “Empirical Adventures in Call-Centers and Hospitals". IELM, Hong Kong UST, September 2011. (Lecture PDF-2.4MB) (Slides-Superset PDF-2.7MB)
· Armony M. Queues in Hospitals: Empirical Study. INFORMS Annual Meeting, November 2011 (PDF-795KB)
Mini-Courses Back To Top
·
Mandelbaum A. Service Engineering:
Modelling, Analysis, Inference of Stochastic Service
Networks.
· 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.
· Students Seminar. Winter Semester, 2008/9. (link)
· Students Seminar. Spring Semester, 2010. (link)
·
Mandelbaum A. Graduate
Mini-Course on Service Engineering.
SupportMaterials Back To Top
·
Mandelbaum A. Call Centers. Research Bibliography with Abstracts.
Version 7, May, 2006. (PDF-800KB)
·
Rafaeli, A. Report on "The
·
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-142KB) (Short PDF-24KB)
·
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)
· Feldman Z. Staffing of Time-Varying Queues To Achieve Time-Stable Performance. Technion, June 2004. (PDF-520KB)
·
·
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)
· Tseytlin Y., Zviran A. Simulation of Patients Routing from an
Emergency Department to Internal Wards in
· Maman S. Uncertainty
in the Demand for Service: The Case of
· 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)
· Khudyakov P. Statistical Analysis of Call Center data. Ph.D. Thesis, Technion, July 2010. (PDF-1.5MB)
· Zviran A. Fork-Join Networks in Heavy Traffc: Diffusion Approximations and Control. M.Sc. Thesis, Technion, March 2011. (PDF-1MB)
· Reich M. The Workload Process: Modelling, Inference and Applications. M.Sc. Thesis, Technion, March 2011. (Thesis PDF-3.1MB) (Lecture PDF-2.4MB)
· Undergraduate Students' Projects
· Ghebali R. Real-Time Prediction of the Probability of Abandonment in Call Centers M.Sc. Research Proposal, Technion, July 2011. (PDF-564KB)
· Yuviler N. Modeling and Designing an IVR via Phase Type Distributions M.Sc. Research Proposal, Technion, March 2011. (PDF-372KB)
· Zychlinski N. Analyzing and modeling Mass Casualty Events in hospitals – An operational view via fluid models. M.Sc. Research Proposal, Technion, February 2011. (PDF-267KB)
· 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)
· Reich M. The Workload Process: Modelling, Inference and Applications. M.Sc. Research Proposal, Technion, December 2007. (PDF-212KB)
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)
Relevant Material
Back To
Top
· Why does the Israeli customers service deteriorates, Calcalist. March 2010 {Link}
· A proposed bill of limiting answer times at call centers, Eitan Cabel's Website. March 2010 {Link}
· A preliminary approved bill of limiting answer times at call centers, Globes. May 2010 {Link}
· The waiting time at HOT's service center, Globes Website. May 2010 {Link}
·
The offered
service of the call center at the National Insurance Institute of
· Government offices will be forced to answer calls within 20 seconds, The Marker. August 2010 {Link}
· RFID, GPS at the hospital, Rambam ADAM journal. October 2010 {Article}
· The Belgian snowy prank on the cellular company, The Marker. January 2011 {Link}
· Long waiting times at cellular company's call center, Ynet. February 2011 {Link}
· Cellular companies will have to reduce they're call center's waiting times, Ynet. May 2011 {Link}
· The waits that matter, healthpolicyandreform. June 2011 {Link}
· Communication companies "abusing" us, The Marker. July 2011 {Link}
· Taking the Mystery out of
“Mystery Shopper” Studies, Health Policy and Reform. July 2011 {Link}
· Service Scientist Position.
November 2011 {Link}
· The Four Habits if High
Value Health Care Organizations, The New England Journal of Medicine. December 2012 {Link}
Pictures
· The queue at H&M, March 2010.
· Holocaust remembrance day siren, May 2011.
· The fluid-view of air-transportation, July 2011.
· Tel Aviv tent demonstration,
August 2011.
· Traffic fluid-view, November 2011.
· Traffic fluid-view 2, November 2011.