CONTENTS
List of Figures xi
List of Tables xxi
Preface xxv
Acknowledgements xxix
1. Why study services? 1-26
1.1 What are services
1.2 Services as a percent of the economy
1.3 Public versus private service delivery
1.4 Why model services?
1.5 Key service decisions
1.6 Philosophy about models
1.7 Outline of the book
1.8 Problems
1.9 References
PART I METHODOLOGICAL FOUNDATIONS 27
2 Optimization 29-108
2.1 Introduction
2.2 Five key elements of optimization
2.3 Taxonomy of optimization models
2.4 You probably have seen one already
2.5 Linear programming
2.6 Special network form
2.7 Integer problems
2.8 Multiple objective problems
2.9 Mark's ten rules of formulating problems
2.10 Problems
2.11 References
3 Queueing theory 111-182
3.1 Introduction
3.2 What is a queueing theory?
3.3 Key performance metrics for queues and Little's formula
3.4 A framework for Markovian queues
3.5 Key results for non-Markovian queues
3.6 Solving queueing models numerically
3.7 When conditions change over time
3.8 Conclusions
3.9 Problems
3.10 References
PART II APPLICATION AREAS 183
4 Location and districting problems in services 185-281
4.1 Example applications
4.2 Taxonomy of location problems
4.3 Covering problems
4.4 Median problems - minimizing the demand-weighted average distance
4.5 Multi-objective models
4.6 Districting problems
4.7 Franchise location problems
4.8 Summary and software
4.9 Problems
4.10 References
5 Inventory decisions in services 285-339
5.1 Why is inventory in a service modeling book?
5.2 EOQ - a basic inventory model
5.3 Extensions of the EOQ model
5.4 Time varying demand
5.5 Uncertain demand and lead times
5.6 Newsvendor problem and applications
5.7 Summary
5.8 Problems
5.9 References
6 Resource allocation problems and decisions in services 341-375
6.1 Example resource allocation problems
6.2 How to formulate an assignment or resource allocation problem
6.3 Infeasible solutions
6.4 Assigning students to freshman seminars
6.5 Assigning students to intersession courses
6.6 Improving the assignment of zip codes to Congressional districts
6.7 Summary
6.8 Problems
6.9 References
7 Short-term workforce scheduling 377-413
7.1 Overview of scheduling
7.2 Simple model
7.3 Extensions of the simple model
7.4 More difficult extensions
7.5 Linking scheduling to service
7.6 Time-dependent queueing analyzer
7.7 Assigning specific employees to shifts
7.8 Summary
7.9 Problems
7.10 References
8 Long-term workforce planning 415-458
8.1 Why is long-term workforce planning an issue?
8.2 Basic model
8.3 Grouping of skills
8.4 Planning over time
8.5 Linking to project scheduling
8.6 Linking to personnel training and planning in general
8.7 Simple model of training
8.8 Summary
8.9 Problems
8.10 References
9 Priority services, call center design and customer scheduling 459-512
9.1 Examples
9.2 Priority queueing for emergency and other services. service in each class with non-preemptive priorities
9.2.3 Priority service with Poisson arrivals, multiple servers and identically distributed exponential service times
9.2.4 Preemptive queueing
9.3 Call center design
9.4 Scheduling in services
9.5 Summary
9.6 Problems
9.7 References
10 Vehicle routing and services 515-564
10.1 Example routing problems
10.2 Classification of routing problems
10.3 Arc routing
10.4 The traveling salesman problem
10.5 Vehicle routing problems
10.6 Summary
10.7 Problems
10.8 References
11 Where to from here? 567-575
11.1 Introduction
11.2 Other methodologies
11.3 Other applications in services
11.4 Summary
11.5 References
Index 577