Abstract

I shall describe examples of Complex Service Operations for which Data-Based Simple Models have been found useful. The examples cover hospitals, banks, courts and more, but most attention will be given to telephone call centers. I view these service systems through the mathematical lenses of Queueing Science, with a bias towards Statistical Inference.

My main data-source is a unique repository of call-centers data. The data is unique in that it is transaction-based: it details the individual operational history of 100's of millions of calls handled by the participating call centers. To support data analysis, a universal data-structure has been designed and implemented, under the logo DataMOCCA = Data Models for Call Centers Analysis. I shall have with me a mini-disk with DataMOCCA, which academics are welcome to copy and play with.

MONDAY, August 13, 2007
Time: 12:00 Noon
Location: WeH 5302