Lecture 12: QED Q’s Part I; Staffing

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Handouts

• Syllabus
• Case Study: Staffing
• Lecture Notes on QED Queues:
  1. Introduction
  2. Erlang-B/C: Some Proofs, Facts and Analysis
• Markovian Many-Server Queues: Excursions, Asymptotics
• Lecture 12: Web Summary

Related Materials

• Dimensioning Large Call Centers, Borst S., Mandelbaum A. and Reiman M., 2004. (Preprint PostScript)
• Staff Scheduling for Inbound Call Centers and Customers Contact Centers – Blue Pumpkin’s Solution.
• Time-varying Nurse Staffing. (The New England Journal fo Medicine)

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