Service Science
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This book addresses the many important problems in service operations management, which can be analyzed using two core methodologies: optimization and queueing theory (including numerical simulation of queues). After an introductory chapter on services, Chapter 2 provides a summary of optimization, and Chapter 3 discusses queueing theory. In addition to these two methodologically-based chapters, the book includes a lengthy review of probability (as an appendix). Chapters 4 through 11 present specific topics within service operations management, including location modeling, assignment problems,...
This book addresses the many important problems in service operations management, which can be analyzed using two core methodologies: optimization and queueing theory (including numerical simulation of queues). After an introductory chapter on services, Chapter 2 provides a summary of optimization, and Chapter 3 discusses queueing theory. In addition to these two methodologically-based chapters, the book includes a lengthy review of probability (as an appendix). Chapters 4 through 11 present specific topics within service operations management, including location modeling, assignment problems, short and long-term workforce management, applications of queueing theory (particularly to call center design), inventory models, vehicle routing, pricing, and auctions. Chapter 12 provides a summary chapter that also outlines steps to utilize the disucssed concepts and methods in practive. The author's own SITATION software is utilized throughout the book in addition to a program that numerically solves time-dependent queueing problems. SITATION is a program that was originally included with the author's prior book, Network and Discrete Location: Models, Algorithms, and Applications. This software has been significantly updated over the years and has been rewritten from a DOS-based version to a version that operates under Windows. A Powerpoint overview of SITATION as well as a user-guide are included on the book's related web site. Chapter coverage includes: optimization; queueing theory; location models; assignment problems; short-term and long-term workforce scheduling; applications of queueing in services; inventory models; vehicle routing and services; pricing problems and combinatorial auctions for services; and an overview of probability.