Service Enterprise Engineering (SEE) Lab

Faculty:

Prof. Mandelbaum Avishai

Prof. Avishai (Avi) Mandelbaum has a B.Sc. in Mathematics and Computer Science and an M.A. in Statistics, both summa cum laude from Tel-Aviv University. His Ph.D. is in Operations Research, from Cornell University. After graduation, in 1983, he joined the Graduate School of Business at Stanford University. He left the U.S.A. in 1991 to assume a position in the Faculty of Industrial Engineering and Management (IEM), Technion.  This faculty and his current interests, research and practice, constitute a convex-hull of all the scientific areas with which he has been involved.

At the Technion, Prof. Mandelbaum has been teaching courses in probability, stochastic processes and service engineering.  In IE&M, he served as the coordinator of the IE&M graduate studies and was the Associate Dean for Research; he is a past member of the Technion Academic Development Committee and a present member of the Prize committee of the Applied Probability Society. Since 1995, he has been the faculty advisor for IE&M's outstanding students.

Prof. Mandelbaum's teaching has been acknowledged by the Technion Mani Award for Excellence in Teaching, 1999; the Technion Excellence in Teaching Award, 2000 (for the course Service Engineering); and the inaugural Meir Rosenblatt Prize for teaching, 2004. His research contributions have been acknowledged by the ORSIS Yosef Levy prize, 2001; the Mitchner Prize for Quality Sciences and Quality Management, 2003; and the inaugural Markov Lecture of the Applied Probability Society , INFORMS 2005.

Prof. Paul Feigin

Prof. Paul Feigin's research covers three main areas: inference for stochastic processes (such as for time series or discrete event sequences); modern methods of forecasting and data-mining, in which he has created models that have been used to forecast electricity demand; and design and analysis of industrial experiments and clinical trials. His most recent research projects include statistical analysis of genetic association studies and analysis of customer patience in call centers.

Professor Feigin has developed and implemented algorithms for building nonparametric time series models using both smoothing spline techniques as well as neural networks. These models have been successfully used to forecast electricity demand in Israel and abroad. A related approach has been used on a project for the Ministry of Energy to evaluate the effect of daylight savings time on electricity consumption. In the area of industrial experimentation and analysis, he is an expert on designing and analyzing Taguchi-type experiments. These experiments are designed to evaluate which settings are optimal both from the point of view of achieving design specifications on average, as well as from the point of view of minimizing variability that may arise from production variability, or from component deviations from nominal values. In the area of clinical trials, Professor Feigin has been involved in the statistical design of large-scale clinical trials and is a regular consultant for Teva Pharmaceuticals.

Professor Feigin, together with Professor Ayala Cohen, heads the Technion Statistical Laboratory which provides a broad range of consulting services to academic researchers as well as to government and industry. These projects often involve the application of experimental design and analysis as well as sophisticated multivariate analysis techniques. Professor Feigin is a past president of the Israel Statistical Association, is an elected fellow of the Institute of Mathematical Statistics and of the International Statistical Institute.

Since 2013 Prof. Paul Feigin holds the position of the Technion Vice President for Strategic Projects.

Dr. Yom-tov Galit

Dr. 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.

AnatRafaeli 

Prof. Anat Rafaeli holds the Yigal Alon Chair for the Study of People at Work in the Technion. She completed her Ph.D. studies at the Ohio State University and post-doctorate at Stanford University. She was a faculty member at University of Michigan and at the Hebrew University. Since 2000 she has been a Professor in the Behavioral Sciences Group of the Faculty of Industrial Engineering and Management of the Technion.   

Prof. Rafaeli's primary research focus is on customer service interactions. In her early work, she developed the theory of "Emotional Labor" of customer service representatives, and she studies its implications for customer service representative. In a separate line of research, Prof. Rafaeli studied the effects of organizational symbols and artifacts in service organizations. She examined the design of queues and waiting for service and its effects on customers, the design of workstations, and employee dress as they effect employee behavior and customer service interactions. Prof. Rafaeli currently researches customer service delivered through technology-mediated channels, such as online chats and Twitter, in collaborations with large high tech firms of IBM and LivePerson Inc.

Researchers:

Dr. Valery Trofimov       

Dr. Valery Trofimov received his Ph.D. in statistics from the Institute of National Economy in Kiev. He worked from 1965 to 1984 in this institute as assistant professor, professor and later as chief of Statistical Department. He was assigned as project manager at the United Nations in the period between 1984 and 1994. This work included design and supervision of demographic projects in Africa. He is an expert in multivariate analysis and in advanced computing methods. He has broad experience in programming with SAS/IML, Visual C++ and Visual Basic. Dr. Trofimov is heading the software development of the SEELab the focal effort of the SEE Research Center.

  Ella Nadjharov

 Ella Nadjharov has a B.A in Statistical Sciences from the University of Haifa. She joined the SEE Research Center in 2005. Ella is engaged in the following activities within the framework of the SEELab: testing new versions of the statistical interface; integration of statistical models (e.g. survival analysis) into this interface; building connections between Visual Basic, .NET managed C++, and C libraries; testing models using SAS, and managing the communication between SEE and its industry partners.

  Igor Gavako

Igor Gavako received an M.A in Software of Information Technologies in 2000, at the Belarusian State Polytechnic Academy, Minsk. He worked in the Belarusian Republican Foundation Mutual Understanding and Reconciliation as an application programmer between 2002 and 2005. In 2007, Igor joined the SEE Research Center as a software developer. In 2008 graduated from the John Bryce College (course Microsoft .NET Development & Visual Studio 2005). He has experience in development windows and web application using Microsoft .NET Framework with C#.NET, Visual Basic.NET, ASP.NET, SQL Server 2005 and administration of servers on the basis of Novell NetWare 5.1 and Windows 2003.

  

Students:

  Nitzan Carmeli Yuviler

Nitzan Carmeli (Yuviler) received her B.Sc. in Industrial Engineering and Management from the Technion in 2008. After graduation, she worked in the field of logistic projects and production engineering, in a government corporation. In 2010, while living a year in China, Nitzan was hosted by the IE Department at Tsinghua University in Beijing: the goal of her visit was to introduce to faculty members and graduate students, via lectures and workshops, the programs and data of the Technion SEE Center. Nitzan is now completing her M.Sc. in Operation Research at the Technion, under the supervision of Prof. Haya Kaspi and Prof. Avishai Mandelbaum. She has been the TA of the Technion course Service Engineering. In parallel to being a student, Nitzan is also working at the SEELab in processing and summarizing the center's healthcare data, as well as investigating new hospital raw data. After completing her M.Sc, Nitzan will continue to her Ph.D. at Technion IE&M, under the supervision of Prof. Galit Yom-Tov and Prof. Avishai Mandelbaum

 Arik Senderovich 

Dr. Arik Senderovich received his BSc in Industrial Engineering and Management from the Technion in 2006. After graduation, Arik served as an Industrial Engineer in the Israeli Air Force, developing models in Workforce Planning. Unsurprisingly, his MSc thesis, advised by Prof. Mandelbaum, focused on Multi-Level Workforce Planning. Arik is currently a PhD student, jointly supervised by Prof. Mandelbaum (Operations Research) and Prof. Avigdor Gal (Information Systems). His research field is service analysis and simulation in process mining.

Daniel Altman

Daniel Altman is a Ph.D. student at the Industrial Engineering and Management Faculty at the Technion. He has a B.A in Psychology Sociology and Anthropology from the Max Stern Yezreel Valley College and a MSc in Organizational Psychology from the Technion. His MSc thesis, advised by Prof. Anat Rafaeli and Dr. Galit Yom-Tov explored the effects of expressed customer emotion in service systems on consequent employee performance and behavior using Big-Data.   

Shelly Ashtar

Shelly Ashtar has a BA in Psychology and Multidisciplinary Studies from Ben-Gurion University of the Negev and an MSc in Behavioral and Management Sciences- Organizational Psychology from the Technion. Her MSc thesis focused on customer emotions, work demands and employee withdrawal behaviors. Shelly is currently a PhD student, jointly supervised by Prof. Anat Rafaeli and Dr. Galit Yom-Tov. She studies the effect of customer behaviors on service systems.

Monika Westphal

Monika Westphal is a M.Sc. student, her research focuses on customer wait and customer emotion in service interactions. She joined the SEE-Lab team at the end of 2015 and currently works on her thesis on employee multitasking, employee response time and subsequent customer emotion in chat-based service interactions, advised by Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov.

 Galia Bar

Galia Bar has a BA in Psychology and Humanistic Studies from Tel-Aviv University. She is currently a MSc student in Behavioral and Management Sciences- Organizational Psychology in the Technion. Galia’s research focuses on customer emotion in service interactions. She joined the SEE-Lab team at the end of 2015 and currently works on her thesis, advised by Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov.

 SEE Alumni:

Dr. Sergey Zeltyn

Dr. Sergey Zeltyn received his Ph.D. and M.Sc. degrees from the Technion. He has B.A. in Applied Mathematics from the Technical University of Electronics and Mathematics, Moscow. His Ph.D. was completed under the supervision of Professor Avishai Mandelbaum; it focused, theoretically, on queueing systems with impatient customers and, practically, on staffing problems in call centers. Dr. Zeltyn has participated in development of the Technion's Service Engineering course, and taught a mini-course on the subject at the Wharton Business School, Philadelphia, jointly with Professor Larry Brown.
The main research interests of Dr. Zeltyn are in queueing theory and its applications to service systems, such as call centers. Real-data statistical analysis is used in order to support theoretical conclusions. In a series of papers that originated from his Ph.D. thesis, Dr. Zeltyn promotes application of queueing models that take into account customers' impatience. In this research, staffing rules-of-thumb that can be very useful for call center managers have been developed and supported, both theoretically and practically. As an example, Dr. Zeltyn explored the so-called QED (Quality and Efficiency-Driven) staffing regime that enables the coexistence of both high operational efficiency and service quality. Other research directions pursued by Dr. Zeltyn include cost analysis in call centers, priority queues, forecasting and a study of queueing systems with uncertain arrival rate. In addition to his duties at SEE center, Sergey is working at Haifa's IBM Research Labs.

   Polina Khudyakov                                                                                       

Dr. Polina Khudyakov received her M.Sc. in Operations Research from theTechnion, in 2006, under the supervision of Prof. Avishai Mandelbaum. She also has an M.Sc. in Mathematics from Donetsk State University in theUkraine. She then continued for her Ph.D. in Statistics at theTechnion, supervised by Prof. Paul Feigin and Dr. Malka Gorfine. Herresearch was dedicated to analysis, both empirical and theoretical, ofcustomer patience and customer retrials in call centers. In parallel toher research, Polina worked at the SEELab during 2005–2010, where she wasresponsible for investigating and validating customer raw data, creatingand processing databases, writing code for data cleaning using VB and SQLprogramming, writing modular programs using SAS, preparing reports andsupervising student projects that are related to the center'sactivities. Presently, Polina is a research associate at Harvard University.

 Kutsy Ekaterina Katya

Kutsy Ekaterina (Katya) received an M.A in Management Information Systems in 1999, at the Ukrainian State Metallurgical Academy, Dniepropetrovsk. During her study in the Academy, she worked as a programmer in the Ukrainian Tax Authority between 1996 and 1999. Katya graduated with an M.Sc in Information Systems Engineering from the Technion, in 2008, under the supervision of Prof. Ofer Strichman. In parallel to her research, she was a T.A. on Probability and Statistics courses. Katya worked at the Technion SEE Laboratory in 2008. At the lab, she designed and implemented large databases from telephone call centers, as well as developing visually-based data-mining applications. Katya has experience in Java, C++, C, Visual Basic, HTML, Javascript, CShell, SQL.

Yair Goldberg

Dr. Yair Goldberg has a B.Sc. in Mathematics and Computer Science, a M.Sc. in Mathematics, and a Ph.D. in Statistics, all from the Hebrew University of Jerusalem. Yair visited the SEELab on a weekly basis during his last year of Ph.D. studies to pursue research on prediction of call center data. Currently Yair holds a research position at the Department of Statistics at the University of Haifa. Yair's research areas include machine learning, semi-parametric models, and survival analysis. In addition to his theoretical research, he is involved in many applied statistics projects. As a statistician he believes that the motivation for statistical theory should come from practical questions and that statisticians need to be involved not only in developing methodology but also in applying it to real-world problems. The service engineering field and the SEELab in particular are rich sources for both data-related and methodological problems.

 junfei huang

Dr. Junfei Huang Received a Ph.D from the Chinese Academy of Sciences and a Ph.D from the Nationary University of Singapore. He has a B.Sc. in Statistics from Jilin University. The experience of staying at SEELab and working under the supervision of Prof. Mandelbaum plays an essential role in his Ph.D studies. He is currently an assistant professor at the Department of Decision Sciences and Managerial Economics in the Chinese University of Hong Kong.
Junfei's research focuses on service management. His present focus is on large scale service systems such as call center and healthcare systems. His research has been award the Uriel G. Rothblum Prize for Excellent Work in OR for 2014 (Operations Research Society of Israel). Junfei teaches business statistics and managing service operations at CUHK.

  Daniel Nevo

Dr. Daniel Nevo has a B.A. in Statistics and Economics and M.A. in Statistics, both  magna cum laude, from The Hebrew University of Jerusalem. His M.A. thesis centered on the analysis of goal scoring in soccer using survival analysis methods. Daniel is currently a PhD student at the Department of Statistics in The Hebrew University, under the supervision of Prof. Ya'acov Ritov. His research includes model selection for high dimensional data, and risk factor analysis using heterogeneous genomic data. In SEELab, Daniel has been working on the statistical analysis of schedule-based systems, and in particular modelling of the arrival process. Presently, Daniel is a research associate at Harvard University.

Ori Plonsky

Ori Plonsky has been a graduate student at the Faculty of IE&M, Technion,since 2012. He is advised by Professor Ido Erev. Ori worked at the SEELabas an undergraduate, when he studied jointly for both a B.Sc in IndustrialEngineering & Management and a B.A in Economics & Management.