Dr. Galit Yom-Tov (Senior Lecturer)

Industrial Engineering

Service Enterprise Engineering Laboratory

Galit B. Yom-Tov has a B.Sc., M.Sc, and Ph.D. in Industrial Engineering and Management, all from the Technion. Between her B.Sc. and M.Sc., she worked as an Industrial Engineer and IT specialist in several companies in Israel. After completing her Ph.D. in 2010, she did Post-doc at the Industrial Engineering and Operations Research (IEOR) department at Columbia University (NY), while holding also an Adjunct Professor position and teaching a Service Engineering course. In 2012, Galit assumed a position at the Faculty of Industrial Engineering and Management (IE&M), Technion.


Galit's research focuses on service systems. She studies how data, that is 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 us 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. Her present focus is on healthcare systems, where her research can help to allocate resources such as beds, nurses, and physicians, so that patients receive adequate service while considering financial constraints.

Galit teaches courses on Service Engineering, both at the undergraduate and graduate levels.

 

Overview

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) where her research can help to allocate resources such as beds, nurses, and physicians, so that patients will receive adequate service while considering financial constraints.

Selected Publications

M. Horwitch, H. Grupp, S. Maital, G. Dopelt, G. Sobel (2000) “Global Integration of Marketing and R&D: IBMs Haifa Research Laboratory and its ’Webcutter’ Technology”. Getting Better at Sensemaking. A.G. Woodside (Ed.). JAI Press, Stamford, Connecticut, USA. pp. 203–214.

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”, Forthcoming in Stochastic Systems. Issue 1, Vol. 5, pp. 146–194

Research

Service Engineering/Service Operations Queueing networks QED Queues Healthcare and Call-center operational design Behavioural Operations

Service Enterprise Engineering Laboratory

Contact Info

Room 519 Bloomfield Building
+972-4-829-4510