Recitations

• Recitation 1  |  Introduction to Databases
• Recitation 2  |  Little’s Law and Capacity Analysis
• Recitation 3  |  Empirical Models
• Recitation 4  |  Processing Networks; PERT
• Recitation 5  |  Queue Build-Up Diagram; Fluid Models
• Recitation 6  |  SEEStat
• Recitation 7  |  Statistical Analysis of an Arrivals Process
• Recitation 8  |  Forecasting Arrivals (Demand for Service)
• Recitation 9  |  Lognormal Model for Call-Center Service-Times; Hazard Rate Functions (via PH Distribution)
• Recitation 10  |  Patience Estimation; Phase-Type Distributions
• Recitation 11  |  4CallCenters Software
• Recitation 12  |  MJP Models of Services
• Recitation 13  |  Priority Queues
• Recitation 14  |  Shift Scheduling; Introduction to Operational Regimes

Recitation 1: Introduction to Databases

Handouts: Introduction to Databases

–  DataMOCCA: Data Model for Call Center Analysis. Volume 1: Model Description and Introduction to User Interface
–  Mandelbaum A., Sakov A., and Zeltyn S. Empirical Analysis of a Call Center. Technical Report, 2000

Recitation 2: Little’s Law and Capacity Analysis

Handouts: Little’s Law and Capacity Analysis

Recitation 3: Empirical Models

Handouts: Empirical Models

Recitation 4: Processing Networks; PERT

Handouts: Processing Networks; PERT: Part 1  |  Part 2  |  Part 3

Recitation 5: Queue Build-Up Diagram; Fluid Models

Handouts: Queue Build-Up Diagram; Fluid Models

Excel Solver Guide

Related Materials

Recitation 6: SEEStat

Handouts: SEEStat

–  SEEStat Tutorial
–  SEEStat Manual

Recitation 7: Statistical Analysis of an Arrivals Process

Handouts: Statistical Analysis of an Arrivals Process

–  Chi Square Goodness-of-Fit Tests
–  Testing exponential inter-arrival times; Plotting exponential histograms
–  Finding the best-fit normal distribution given a histogram
–  Plotting Normal histogram (Bin size on page 4,  below equation (5))

Recitation 8: Forecasting Arrivals (Demand for Service)

Handouts: Forecasting Arrivals (Demand for Service)

Recitation 9: Lognormal Model for Call-Center Service-Times; Hazard Rate Functions (via PH Distribution)

Handout: Lognormal Model for Call-Center Service-Times; Hazard Rate Functions (via PH Distribution)

–  Hazard Rate Functions. Examples via Phase-Type Distributions

Recitation 10: Patience Estimation; Phase-Type Distributions

Handouts: Patience Estimation; Phase-Type Distributions

Recitation 11: 4CallCenters Software

Handouts: 4CallCenters Software

Recitation 12: MJP Models of Services

Handouts: MJP Models of Services

Recitation 13: Priority Queues

Handouts: Priority Queues

–  Lecture on Priority Queues by Luba Rosenshmidt
–  Full version with proofs

Recitation 14: Shift Scheduling; Introduction to Operational Regimes

Handouts: Shift Scheduling; Introduction to Operational Regimes