Instructor:
Anil Aswani
4119 Etcheverry
Office hours – MW 10-11A
aaswani [at] berkeley [dot] edu
GSI:
Yonatan Mintz
1173 Etcheverry
Office hours – TuTh 4-5P
ymintz [at] berkeley [dot] edu
Lectures:
MW 12-1P, in 3106 Etcheverry
Labs:
F 12-1P, in 3106 Etcheverry
Website:
Textbook:
Prerequisites:
IEOR 161, IEOR 162, and a course in statistics
Grading:
Homeworks (20%); computer labs attendance (3 unexcused absences are allowed) and participation (10%); midterm (30%); final exam (40%)
Midterm:
Wednesday, October 22, 2014 12-1P
Final Exam:
Friday, December 19, 2014 11:30-2:30P
Description:
This course is concerned with improving processes and designing facilities for service businesses such as banks, health care organizations, telephone call centers, restaurants, and transportation providers. Major topics in the course include design of service processes, layout and location of service facilities, demand forecasting, demand management, employee scheduling, service quality management, and capacity planning.
Outline:
Specific topics that will be covered include:
- Service Quality Management – Review of probability; hypothesis testing; risk in hypothesis testing; multiple testing (and multiple comparisons) (about 3 weeks)
- Resource Allocation and Game Theory – Review of optimization; matching markets (e.g., kidney exchanges); adverse selection models; moral hazard models (about 3 weeks)
- Location Planning and Routing – p-median problem; p-center problem; set covering location model; traveling salesman problem; vehicle routing (about 3 weeks)
- Workforce Scheduling – Service queueing models; Little's law; square-root staffing law; long-term planning; newsvendor model; pricing perishables (about 3 weeks)
Lecture Notes:
Homeworks:
- Sep 17
- Homework 1 – Due Friday, September 26, 2014
(Solutions)
- Oct 06
- Homework 2 – Due Friday, October 17, 2014
(Solutions)
- Nov 24
- Homework 3 – Due Friday, December 5, 2014
Exam Solutions: