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

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Handouts

• Syllabus
• Evaluation Form (DOC)
• QED Queues: Extensions. Skills-Based Routing. Lecture
• Skills Based Routing and its Operational Complexities, Winter 2006 Lecture
• Teaching Note on Skills Based Routing (Garnett)
• Lecture 14: Web Summary

Related Materials

• Reading Packets for SBR:
  • Optional Packet: Skills-Based Routing
    • O. Garnett and A. Mandelbaum, “Skills-Based Routing and its Operational Complexities”.
    • “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.
    • 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.
  • Introduction to course
  • Innovation in Retail Banking, By Frey, Harker & Hunt
  • Telephone Call Centers: Tutorial, Review and Research Prospects. By Gans, Koole, and Mandelbaum.
  • Q-Domino: Customers Can Choose Their Service (Movie 1.8MB)

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