Lecture 3: Measurements – The First Prerequisite

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Handouts

• Syllabus
• Lecture 3: Measurements (Combined)
• SEEStat Graph Animations – History
• Queues in Hospitals: Empirical Study
• Call Center Measurements, Data Models and Data Analysis
• DataMOCCA: Data Models for Call Center Analysis
• SEE Networks (superset)
• Previous versions:
  –  Full 2009S
  –  Class2012W
• Lecture 3: Web Summary

Related Materials

• The Production of Justice:

1. 1. Modelling Court Delay, By Flanders
   2. Improving the New York City Arrest-to-Arraignment System, By Larson et al
   3. Mathematical Model for Judge Staffing, By Lekach and Dahan (in Hebrew) (Haaretz article – English)

• How to Solve the Cost Crisis In Health Care, By Kaplan and Porter
• What is Value in Health Care, By Porter
• DataMOCCA: Data Model for Call Center Analysis. Volume 1: Model Description and Introduction to User Interface
• KeyCorp Service Excellence Management System, From Interfaces
• RFID for Patient Flow Management in Hospitals: An IBM Pilot (Link)
• Tracking Your Wi-Fi Trail,by Christine Negroni, New York Times (PDF)
• “Taming of the Queue” healthcare waitimes guaranteein Canada (Link)
• AT&T Universal Card Services (Measuring too much)

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