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Lectures

lectures

Lecture 1 | Introduction to Service Engineering
Lecture 2 | Flow Basics; Little’s Law
Lecture 3 | Measurements – The First Prerequisite
Lecture 4 | Project (Processing) Networks; DS PERT/CPM
Lecture 5 | Fluid Model of a Service Station
Lecture 6 | Scaling and Dynamic Randomness; Poisson Processes
Lecture 7 | Service Times
Lecture 8 | Customer Patience
Lecture 9 | MJP – Part 1
Lecture 10 | MJP – Part I1 ; Palm/Erlang-A ; 4CallCenters
Lecture 11 | G/G/1 and Multi-Server Service Stations; Economies of Scale
Lecture 12 | QED Q’s Part I; Staffing
Lecture 13 | QED Q’s Part II; Staffing
Lecture 14 | Time-Varying Queues and Skills-Based Routing (SBR)
Lecture 15 (Virtual) | Queueing Networks