Lecture slides and notes for Tuesdays and Thursdays plus recitation notes and homework assignments for Fridays are all on COURSEWORKS.

Classes

1. Tuesday, January 22: Introduction to Service Engineering, Chapters 1-3 of Fitzsimmons and Fitzsimmons (2004), The Psychology of Waiting Lines, Maister (1985).

2. Thursday, January 24: Queueing Models for Service Systems Viewed as Queueing Systems, Chapter 1 of Hall (1991).

3. Friday, January 25: recitation and Homework 1: Overview of the Mandelbaum data and its analysis via the SEEStat tool.

4. Tuesday, January 29: Little's Law, WW review paper (1991).

5. Thursday, January 31: Statistical Analysis with Little's Law, Kim and Whitt (2012).

6. Friday, February 1: Mandelbaum's nice Little's law examples.

7. Tuesday, February 5: Birth-and-Death Processes, The Erlang Queueing Models, Section 4 of WW lecture notes on CTMC's; for extra advanced topics, see Problems and answers about the Erlang B and C formulas.

8. Thursday, February 7: Offered Load Analysis for Staffing, short 2103 MSOM Forum note and online supplement, exploiting the M_t/GI/infty Queueing Model 1993 physics paper.

9. Friday, February 8: Analyzing call center data with Excel: using the pivot table.

10. Tuesday, February 12: The classical open and closed Markov queueing network models, Sections 7 and 8 of WW lecture notes on CTMC's and an extension to non-Markovian open networks: the 1983 QNA software tool and refinements of QNA for manufacturing.

11. Thursday, February 14: Processing Networks, PERT and CPM: fork-join networks and precedence constraints: Chapter 14 of Fitzsimmons and Fitzsimmons (2004).

12. Friday, February 15: Processing network examples.

13. Tuesday, February 19: Asymptotic methods: heavy-traffic limits for single-server and many-server models, the Quality-Driven (QD), Efficiency-Driven (ED) and Quality-and-Efficiency-Driven (QED) Regimes

14. Thursday, February 21: Deterministic Fluid Models.

15. Friday, February 22: The General G_t/GI/s_t+GI Fluid Model 2012 paper with Yunan Liu.

16. Tuesday, February 26: Heavy-Traffic Approximations Based on Limits for Queueing Processes.

17. Thursday, February 28: Experiencing Statistical Regularity.

18. Tuesday, March 5: The LLN, CLT and Extensions (Used to Prove HT Limits for Queueing Models).

19. Thursday, March 7: Design of Statistical Experiments. Planning Queueing Simulations, Management Science, 1989.

20. Tuesday, March 12: MIDTERM EXAM, in class.

21. Thursday, March 14:

22. Monday, March 18--Friday, March 22: SPRING RECESS

23. Tuesday, March 26:

24. Thursday, March 28:

25. Tuesday, April 2:

26. Thursday, April 4:

27. Tuesday, April 9:

28. Thursday, April 11:

29. Tuesday, April 16:

30. Thursday, April 18:

31. Tuesday, April 23:

32. Thursday, April 25:

33. Tuesday, April 30:

34. Thursday, May 2: Last day of class

35. NO FINAL EXAM