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

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

Reading Packets for SBR:
- Optional Packet: Skills-Based Routing
  - O. Garnett and A. Mandelbaum, “Skills-Based Routing and its Operational Complexities”, (PDF-360KB).
  - “NationsBank”, Wharton Case; focus on Process Flow and CRM-Based (Ideal) Table of Performance Measures.
  - Z. Aksin, and P. Harker, “To Sell or Not to Sell”, Journal of Service Research, Vol. 2, No. 1, pages 19-33, 1999. Discussion and a Queueing Model to analyze the effects (possibly negative) of cross-selling. Reading support for the NationsBank. (PDF-320KB)
  - F. Moss, H. Salzman, and C. Tilly, “Under Construction: The Continuing Evolution of Job Structures in Call Centers”, Industrial Relations, Vol. 47, No. 2, pages 173-208, (April) 2008. (PDF-157KB)
- 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)