Service Science – Table of Contents

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Table of Contents

 1 WHY STUDY SERVICES? 1
1.1 What Are Services? 1
1.2 Services as a Percent of the Economy 6
1.3 Public versus Private Service Delivery 10
1.4 Why Model Services? 11
1.5 Key Service Decisions 13
1.6 Philosophy about Models 16
1.7 Outline of the Book 22
1.8 Problems 25
References 26
  PART I Methodological Foundations 27
 2 OPTIMIZATION 29
2.1 Introduction 30
2.2 Five Key Elements of Optimization 31
2.3 Taxonomy of Optimization Models 34
2.4 You Probably Have Seen One Already 37
2.5 Linear Programming 41
2.6 Special Network Form 60
2.7 Integer Problems 65
2.8 Multiple Objective Problems 80
2.9 Mark’s Ten Rules of Formulating Problems 101
2.10 Problems 106
References 108
 3 QUEUEING THEORY 111
3.1 Introduction 111
3.2 What Is Queueing Theory? 119
3.3 Key Performance Metrics for Queues and Little’s Law 122
3.4 A Framework for Markovian Queues 124
3.5 Key Results for Non-Markovian Queues 153
3.6 Solving Queueing Models Numerically 155
3.7 When Conditions Change Over Time 170
3.8 Conclusions 175
3.9 Problems 176
References 182
  Part II Application Areas 183
 4 LOCATION AND DISTRICTING PROBLEMS IN SERVICES 185
4.1 Example Applications 186
4.2 Taxonomy of Location Problems 189
4.3 Covering Problems 203
4.4 Median Problems—Minimizing the Demand-Weighted Average Distance 226
4.5 Multi-Objective Models 236
4.6 Districting Problems 244
4.7 Franchise Location Problems 262
4.8 Summary and Software 270
4.9 Problems 271
References 281
  5 INVENTORY DECISIONS IN SERVICES 285
5.1 Why Is Inventory in a Service Modeling Book? 285
5.2 EOQ—A Basic Inventory Model 287
5.3 Extensions of the EOQ Model 292
5.4 Time-Varying Demand 304
5.5 Uncertain Demand and Lead Times 310
5.6 Newsvendor Problem and Applications 316
5.7 Summary 324
5.8 Problems 325
References 339
  6 RESOURCE ALLOCATION PROBLEMS AND DECISIONS IN SERVICES 341
6.1 Example Resource Allocation Problems 342
6.2 How to Formulate an Assignment or Resource Allocation Problem 346
6.3 Infeasible Solutions 350
6.4 Assigning Students to Freshman Seminars 358
6.5 Assigning Students to Intersession Courses 363
6.6 Improving the Assignment of Zip Codes to Congressional Districts 369
6.7 Summary 372
6.8 Problems 373
References 375
  7 SHORT-TERM WORKFORCE SCHEDULING 377
7.1 Overview of Scheduling 377
7.2 Simple Model 380
7.3 Extensions of the Simple Model 385
7.4 More Difficult Extensions 390
7.5 Linking Scheduling to Service 394
7.6 Time-Dependent Queueing Analyzer 404
7.7 Assigning Specific Employees to Shifts 406
7.8 Summary 408
7.9 Problems 409
References 413
  8 LONG-TERM WORKFORCE PLANNING 415
8.1 Why Is Long-Term Workforce Planning an Issue? 416
8.2 Basic Model 418
8.3 Grouping of Skills 421
8.4 Planning over Time 427
8.5 Linking to Project Scheduling 432
8.6 Linking to Personnel Training and Planning in General 446
8.7 Simple Model of Training 449
8.8 Summary 452
8.9 Problems 454
References 458
 9 PRIORITY SERVICES, CALL CENTER DESIGN, AND CUSTOMER SCHEDULING 459
9.1 Examples 459
9.2 Priority Queueing for Emergency and Other Services 464
9.3 Call Center Design 475
9.4 Scheduling in Services 492
9.5 Summary 502
9.6 Problems 504
References 512
  10 VEHICLE ROUTING AND SERVICES 515
10.1 Example Routing Problems 516
10.2 Classification of Routing Problems 517
10.3 Arc Routing 518
10.4 The Traveling Salesman Problem 527
10.5 Vehicle Routing Problems 548
10.6 Summary 557
10.7 Problems 560
References 564
  11 WHERE TO FROM HERE? 567
11.1 Introduction 568
11.2 Other Methodologies 568
11.3 Other Applications in Services 572
11.4 Summary 575
References 575
Index