Instructor:

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

GSI:

Kevin Li
4176-B Etcheverry
Office hours – WF 9-10A
kbl4ew [at] berkeley [dot] edu

Lectures:

MW 12-1P, in 3106 Etcheverry

Labs:

F 12-1P, in 3108 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 19, 2016   12-1P

Final Exam:

Friday, December 16, 2016   11:30-2:30P

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 09
Homework 1 – Due Friday, September 23, 2016
(Solutions)
Sep 30
Homework 2 – Due Friday, October 14, 2016
(Solutions)
Oct 28
Homework 3 – Due Friday, November 18, 2016
(Solutions)
Nov 18
Homework 4 – Due Friday, December 02, 2016
(Solutions)

Lab Notes:

Practice:

Exam Solutions: