Service Enterprise Engineering (SEE) Lab

Research Topics:

  • Operational regimes in call centers and other service systems (Garnett, Mandelbaum, Reiman, Zeltyn, Jelencovic, Momcilovic, Khudyakov, Yom-Tov, Junfei)
  • Cost/revenue optimization and constraint satisfaction (Borst, Mandelbaum, Reiman, Zeltyn)
  • Queueing Models with abandonment and their applications in call centers (Garnett, Mandelbaum, Reiman, Zeltyn, Massey, Rider, Stolyar)
  • Skills-based routing in call centers (Gurvich, Armony, Mandelbaum, Atar, Reiman, Shaikhet)
  • Time-varying queues (Feldman, Mandelbaum, Massey, Whitt, Rosenshmidt)
  • Priority queues (Rosenshmidt, Mandelbaum, Zeltyn)
  • Statistical analysis in telephone call centers (Brown, Gans, Mandelbaum, Sakov, Shen, Zeltyn, Zhao, Feigin, Gorfine, Khudyakov, Reich, Ritov)
  • Forecasting of service demand in call centers (Aldor-Noiman, Feigin, Mandelbaum)
  • Adaptive behavior of customers in tele-queues (Mandelbaum, Shimkin, Zohar)
  • Queues in healthcare (Sinreich, Marmor, Armony, Mandelbaum, Yom-Tov, Tzeytlin)
  • Uncertainty in the demand for service: the cases of call centers and emergency departments (Maman, Mandelbaum, Zeltyn)
  • Service analysis and simulation in process mining (Senderovich, Weidlich, Gal, Mandelbaum)

The SEEStat Project:

SEEStat is a software environment that serves as a graphical interface with the data repositories of the SEE Center. Statistical capabilities of SEEStat include various statistical algorithms such as distribution fitting (including mixtures), survival analysis and more. Visual interface provides almost instantaneous creation of tables in charts in EXCEL. Currently available databases: small Anonymous Bank, medium US Bank, and HomeHospital.

New software package for construction and drawing of graphs, including animation, is under development.

SEEStat is available online.

The DataMOCCA Project:

The DataMOCCA Project was initiated by researchers from the Technion - Israel Institute of Technology and The Wharton School, University of Pennsylvania. The mission of the project is to collect, pre-process, organize and analyze data from Telephone Call/Contact Centers.

DataMOCCA (Data MOdel for Call Center Analysis) is a universal model for call center data that, together with its graphical user interface SEEStat enables real-time statistical analysis spanning seconds-to-months resolutions.

Currently, our data repository includes call-by-call data from four large call centers: a U.S. bank, an Israeli Telecom company and 2 Israeli banks - these databases cover 2.5–3 years each. As one example, the U.S. bank data has close to 220 million calls, out of which about 40 million were served by agents and the rest by the Interactive Voice Response (IVR) system. There is an additional 1-year database of a small Israeli bank, from 1999—this is in fact the root of the DataMOCCA project which, in recent years, has expanded to also cover operational Hospital data, and Internet data.

Among the goals of the project are the development and distribution of Call Center databases, using a uniform schema. The data repository created, together with software tools, accessible through the world-wide-web and thus provide a resource for researchers and teachers of Service Engineering, Science and Management.

Healthcare Projects:

The databases of healthcare projects are structured similarly to call center data.

Our present data repository contains the database of a hospital, covering patient-flow at the inter-departmental level, over a period of more than 3 years. We also have arrival-stamp data from 5 emergency departments.

The SEELab is managing an ongoing project of data-acquisition from a large ambulatory hospital. Data is based on an RTLS (real-time location system), which tracks 100’s of patients and medical personnel within the hospital. The location of patients and personnel is “translated” into operational information of unparalleled resolution and accuracy. In addition, the data also includes the full hospital’s appointment book. All this will provide the empirical foundation of teaching and research.

Service Engineering - by IE&M Dean, 2010

The OCR Project (2010-2013):

Participants: Rambam Hospital, Technion IE&M, IBM Research