2006/10/06 16:10 Avishai Mandelbaum, "Service Engineering: Data-Based Research and Teaching in Support of Service Management"
Services Science, Engineering and Management Conference, at IBM Palisades, October 6-7
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Avishai Mandelbaum, Technion, Israel, "Service Engineering: Data-Based Research and Teaching in Suppot of Service Management"
Started 13 years ago, moving from Stanford to Israel
- Background: math, networks, queuing theory
- Started with a little consulting, research
- Started a research seminar
- Supplemented with data
- Compulsory course in industrial engineering
Appreciate simple, useful models
- Simple model might still require deep analysis
With Wharton, started a repository for call centers: Models for Call Center Analysis
- 2.5 years, 220M calls handled by a machine, 40M call handled by a person
Find going back to basic research paradigm (as in physics, biology): measure, model, experiment, validate, refine
Yield scientifically-based design principles
Will focus on one model for this talk: staffing problem
- 3 to 6 billion people answering phones
- Staffing based on an Erlang-C model (M/M/n), 1913
- Another model: Palm/Erlang-A, simple but not too simple
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