Uncertainty in the Demand for Service - Faculty of Industrial ...
Uncertainty in the Demand for Service - Faculty of Industrial ...
Uncertainty in the Demand for Service - Faculty of Industrial ...
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
References<br />
[1] Aldor S., Forecast<strong>in</strong>g <strong>Demand</strong>s <strong>for</strong> a Telephone Call Center: Analysis <strong>of</strong> Desired versus<br />
Atta<strong>in</strong>able Precision. M.Sc. Thesis, Technion, (2006).<br />
[2] Channouf N., L’Ecuyer P., Avramidis A. and Ingolfsson A., The Application <strong>of</strong> Forecast<strong>in</strong>g<br />
Techniques to Model<strong>in</strong>g Emergency Medical System Calls <strong>in</strong> Calgary, Alberta., Health Care<br />
Manegement Science, vol.10, No.1, pp. 25-45 , (2007).<br />
[3] Erlang, A.K., The Theory <strong>of</strong> Probabilities and Telephone Conversations. Nyt Tidsskrift Mat.<br />
D 20, pp. 33-39, (1909).<br />
[4] Feldman Z., Mandelbaum A., Massey W. A., Whitt W., Staff<strong>in</strong>g <strong>of</strong> Time-Vary<strong>in</strong>g Queues<br />
to Achieve Time-Stable Per<strong>for</strong>mance. To appear <strong>in</strong> Management Science. (2007).<br />
[5] Garnett O., Mandelbaum A. and Reiman M., Design<strong>in</strong>g a Call Center with Impatient Customers.,<br />
Manufactur<strong>in</strong>g and <strong>Service</strong> Operations Management, 4(3), pp. 208-227, (2002).<br />
[6] Green L., Capacity Plann<strong>in</strong>g and Management <strong>in</strong> Hospitals., Operations Research and Helth<br />
Care,(Brandwau et al editors), pp. 14-41, (2004).<br />
[7] Half<strong>in</strong> S., Whitt W., Heavy-traffic Limits <strong>for</strong> Queues with many Exponential Servers., Operations<br />
research 29, pp. 567-587, (1981).<br />
[8] Henderson S., Input Model <strong>Uncerta<strong>in</strong>ty</strong>: Why Do We Care and What Should We Do About<br />
It?., W<strong>in</strong>ter Simulation Conference, pp. 90-100, (2003).<br />
[9] Koole G. and Jongbloed G., Manag<strong>in</strong>g <strong>Uncerta<strong>in</strong>ty</strong> <strong>in</strong> Call Centers Us<strong>in</strong>g Poisson Mixtures.,<br />
Applied Stochastic Models <strong>in</strong> Bus<strong>in</strong>ess and Industry, vol.17, No.1, pp. 307-318 , (2001).<br />
[10] Palm C., Research on Telephone Traffic Carried by Full Availability Groups., Tele, vol.<br />
1, 107, (1957) (English translation <strong>of</strong> results first published <strong>in</strong> 1946 <strong>in</strong> Swedish <strong>in</strong> <strong>the</strong> same<br />
journal which was entitled Teknisska Meddelanden fran Kungl. Telegrafstyrelsen.).<br />
[11] Steckley S., Henderson S. and Mehrotra V., <strong>Service</strong> System Plann<strong>in</strong>g<br />
<strong>in</strong> <strong>the</strong> Presence <strong>of</strong> a Random Arrival Rate. (2004). Doawnloadble from:<br />
http://legacy.orie.cornell.edu/ shane/pubs.<br />
[12] Whitt W., Staff<strong>in</strong>g a Call Center with Uncerta<strong>in</strong> Arrival Rate and Absenteeism., Production<br />
and Operations Management, vol. 15, No.1, pp.88-102, (2006)<br />
16