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Handouts
- Syllabus (PDF)
- Case Study: Staffing (PDF-160KB)
- Lecture Notes on QED Queues
1. Introduction (PDF-780KB)
2. Erlang-B/C: Some Proofs, Facts and Analysis (PDF-930KB)
- Markovian Many-Server Queues: Excursions, Asymptotics (PDF-228KB)
- Lecture 12: Web Summary
Related Materials
- Dimensioning Large Call Centers, Borst S., Mandelbaum A. and Reiman M., 2004. (Preprint PostScript-490KB), (Published PDF -240KB)
- Staff Scheduling for Inbound Call Centers and Customers Contact Centers – Blue Pumpkin’s Solution. (PDF-960KB)
- Time-varying Nurse Staffing. (PDF-377KB) (The New England Journal fo Medicine)
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