Galit Yom-Tov is a Lecturer at Technion's IE&M faculty. Previously, she was a postdoc fellow and an adjunct professor at Columbia University's IEOR department. She received her M.Sc. and Ph.D. from the Technion, and worked in industry as an Industrial Engineer and IT specialist. Her research focuses on service systems. Galit is studying how data obtained from various service systems (such as call-centers and hospitals) can teach us about customer and agent behavior in such systems, and how queueing models can help to understand the operational implications of such behavior. She aims to build new operational methods for these systems in a way that will balance service and financial goals.
Galit's focus is mainly on healthcare systems (like hospitals) and comtact centers.

Selected Publications

G.B. Yom-Tov and A. Mandelbaum (2014) “The Erlang-R Queue: Time-Varying QED Queues with Reentrant Customers in Support of Staffing Health-care Personnel,” MSOM, Vol. 16, No. 2, Spring, pp. 283–299. Recipient of the Best Student Paper Award (16th IE&M Conference).

C. Chan, G.B. Yom-Tov, and G. Escobar (2014) “When to use Speedup: An Examination of Service Systems with Returns,” Operations Research, Vol. 62, No. 2, March-April, pp. 462–482. A previous version of this paper placed second in the INFORMS 2012 JFIG best paper competition under the title "When to use Speedup: An Examination of Intensive Care Units with Readmissions".

Jing Dong, Pnina Feldman and Galit B. Yom-Tov (2015) “Service System with Slowdowns: Potential Failures and Proposed Solutions“, Operations Research, Vol. 63, No. 2, pp. 305–324. 

Mor Armony, Shlomo Israelit, Avishai Mandelbaum, Yariv N. Marmor, Yulia Tseytlin, and Galit B. Yom-Tov (2015) “On Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective”, Stochastic Systems. Issue 1, Vol. 5, pp. 146–194.

Jing Dong, Elad Yom-Tov, and Galit B. Yom-Tov, "The Impact of Delay Announcements on Hospital Network Coordination and Waiting Times", Forthcoming in Management Science, 2018.


Service Engineering/Service Operations

Queueing Networks

QED Queues: Fluid and Diffusion Approximations

Healthcare and Call-center Operational Design

Behavioural Operations

Customer Emotions

Contact Info

Room 519 Bloomfield Building