Service Science

This book addresses the many important problems in service operations management, which can be analyzed using two core methodologies: optimization and queueing theory (including numerical simulation of queues). After an introductory chapter on services, Chapter 2 provides a summary of optimization, and Chapter 3 discusses queueing theory. In addition to these two methodologically-based chapters, the book includes a lengthy review of probability (as an appendix). Chapters 4 through 11 present specific topics within service operations management, including location modeling, assignment problems, short and long-term workforce management, applications of queueing theory (particularly to call center design), inventory models, vehicle routing, pricing, and auctions. Chapter 12 provides a summary chapter that also outlines steps to utilize the disucssed concepts and methods in practive. The author's own SITATION software is utilized throughout the book in addition to a program that numerically solves time-dependent queueing problems. SITATION is a program that was originally included with the author's prior book, Network and Discrete Location: Models, Algorithms, and Applications. This software has been significantly updated over the years and has been rewritten from a DOS-based version to a version that operates under Windows. A Powerpoint overview of SITATION as well as a user-guide are included on the book's related web site. Chapter coverage includes: optimization; queueing theory; location models; assignment problems; short-term and long-term workforce scheduling; applications of queueing in services; inventory models; vehicle routing and services; pricing problems and combinatorial auctions for services; and an overview of probability.