Instructor:

Anil Aswani
4119 Etcheverry
Office hours – MW 10-11A
aaswani [at] berkeley [dot] edu

GSI:

Marie Pelagie Elimbi Moudio
4176-B Etcheverry
Office hours – TuTh 5-6P
pelagy_elimbimoudio [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 24, 2018   12-1P

Final Exam:

Friday, December 14, 2018   1130-230P

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; newsvendor model; data-driven newsvendor (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 (about 3 weeks)

Lecture Notes:

Homeworks:

Sep 03
Homework 1 – Due Friday, September 14, 2018
(Solutions)
Sep 18
Homework 2 – Due Friday, September 28, 2018
(Solutions)
Oct 01
Homework 3 – Due Friday, October 12, 2018
(Solutions)
Nov 02
Homework 4 – Due Friday, November 16, 2018
(Solutions)
Nov 26
Homework 5 – Due Friday, December 5, 2018
(Solutions)

Practice: