Kevin Li

4176-B Etcheverry

Office hours – WF 9-10A

kbl4ew [at] berkeley [dot] edu

4176-B Etcheverry

Office hours – WF 9-10A

kbl4ew [at] berkeley [dot] edu

MW 12-1P, in 3106 Etcheverry

F 12-1P, in 3108 Etcheverry

IEOR 161, IEOR 162, and a course in statistics

Homeworks (20%); computer labs attendance (3 unexcused absences are allowed) and participation (10%); midterm (30%); final exam (40%)

Wednesday, October 19, 2016 12-1P

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

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.

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)

- Aug 24
- Service Systems; Course Syllabus
- Aug 29
- Probability Review
- Aug 31
- Risk in Decision Making
- Sep 07
- Composite Minimax
- Sep 12
- Newsvendor Model
- Sep 14
- Data-Driven Newsvendor
- Sep 19
- Matching Markets
- Sep 21
- Kidney Exchanges
- Sep 26
- Residency Matching
- Sep 28
- Nonlinear Programming
- Oct 03
- Adverse Selection
- Oct 05
- Adverse Selection
- Oct 10
- P-Median Problem
- Oct 12
- Vertex P-Center Problem
- Oct 17
- Set Covering Problem
- Oct 31
- Capacitated Location Planning
- Nov 02
- Vehicle Routing Problem
- Nov 07
- Savings Algorithm
- Nov 09
- Markov Processes
- Nov 16
- Queues
- Nov 21
- Little's Law
- Nov 28
- Square Root Rule
- Nov 28
- Longterm Staffing
- Nov 30
- Longterm Staffing

- 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)

- Oct 14
- Midterm Review

- Oct 19
- Midterm Solutions