Lecture 14: Time-Varying Queues and Skills-Based Routing (SBR)

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Handouts

• Syllabus (PDF)
• Evaluation Form (DOC-70KB) (PDF-70KB)
• QED Queues: Extensions. Skills-Based Routing. Lecture (PDF-804KB)
• Skills Based Routing and its Operational Complexities, Winter 2006 Lecture (PDF-720KB)
• Teaching Note on Skills Based Routing (Garnett) (PDF-360KB)
• Lecture 14: Web Summary

Related Materials

Reading Packets for SBR (Link)

Introduction to course (PDF-100KB)

Innovation in Retail Banking, By Frey, Harker & Hunt (PDF-225KB)

Telephone Call Centers: Tutorial, Review and Research Prospects. By Gans, Koole, and Mandelbaum. (PDF-2.1MB)

Q-Domino: Customers Can Choose Their Service (Movie 1.8MB)

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