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| List of Figures | |
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| List of Tables | |
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| Preface | |
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| Acknowledgments | |
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| Why Study Services? | |
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| What Are Services? | |
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| Services as a Percent of the Economy | |
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| Public versus Private Service Delivery | |
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| Why Model Services? | |
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| Key Service Decisions | |
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| Philosophy about Models | |
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| Outline of the Book | |
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| Problems | |
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| References | |
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| Methodological Foundations | |
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| Optimization | |
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| Introduction | |
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| Five Key Elements of Optimization | |
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| Taxonomy of Optimization Models | |
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| You Probably Have Seen One Already | |
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| Linear Programming | |
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| Special Network Form | |
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| Integer Problems | |
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| Multiple Objective Problems | |
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| Mark's Ten Rules of Formulating Problems | |
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| Problems | |
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| References | |
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| Queueing Theory | |
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| Introduction | |
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| What Is Queueing Theory? | |
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| Key Performance Metrics for Queues and Little's Law | |
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| A Framework for Markovian Queues | |
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| Key Results for Non-Markovian Queues | |
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| Solving Queueing Models Numerically | |
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| When Conditions Change Over Time | |
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| Conclusions | |
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| Problems | |
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| References | |
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| Application Areas | |
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| Location and Districting Problems in Services | |
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| Example Applications | |
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| Taxonomy of Location Problems | |
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| Covering Problems | |
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| Median Problems-Minimizing the Demand-Weighted Average Distance | |
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| Multi-Objective Models | |
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| Districting Problems | |
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| Franchise Location Problems | |
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| Summary and Software | |
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| Problems | |
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| References | |
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| Inventory Decisions in Services | |
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| Why Is Inventory in a Service Modeling Book? | |
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| EOQ-A Basic Inventory Model | |
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| Extensions of the EOQ Model | |
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| Time-Varying Demand | |
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| Uncertain Demand and Lead Times | |
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| Newsvendor Problem and Applications | |
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| Summary | |
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| Problems | |
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| References | |
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| Resource Allocation Problems and Decisions in Services | |
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| Example Resource Allocation Problems | |
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| How to Formulate an Assignment or Resource Allocation Problem | |
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| Infeasible Solutions | |
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| Assigning Students to Freshman Seminars | |
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| Assigning Students to Intersession Courses | |
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| Improving the Assignment of Zip Codes to Congressional Districts | |
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| Summary | |
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| Problems | |
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| References | |
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| Short-Term Workforce Scheduling | |
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| Overview of Scheduling | |
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| Simple Model | |
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| Extensions of the Simple Model | |
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| More Difficult Extensions | |
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| Linking Scheduling to Service | |
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| Time-Dependent Queueing Analyzer | |
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| Assigning Specific Employees to Shifts | |
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| Summary | |
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| Problems | |
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| References | |
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| Long-Term Workforce Planning | |
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| Why Is Long-Term Workforce Planning an Issue? | |
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| Basic Model | |
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| Grouping of Skills | |
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| Planning over Time | |
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| Linking to Project Scheduling | |
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| Linking to Personnel Training and Planning in General | |
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| Simple Model of Training | |
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| Summary | |
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| Problems | |
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| References | |
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| Priority Services, Call Center Design, and Customer Scheduling | |
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| Examples | |
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| Priority Queueing for Emergency and Other Services | |
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| Call Center Design | |
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| Scheduling in Services | |
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| Summary | |
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| Problems | |
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| References | |
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| Vehicle Routing and Services | |
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| Example Routing Problems | |
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| Classification of Routing Problems | |
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| Arc Routing | |
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| The Traveling Salesman Problem | |
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| Vehicle Routing Problems | |
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| Summary | |
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| Problems | |
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| References | |
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| Where to from Here? | |
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| Introduction | |
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| Other Methodologies | |
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| Other Applications in Services | |
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| Summary | |
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| References | |
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| Index | |