Performance evaluation and optimization for service systems

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The research program focuses on developing mathematical models and algorithms to predict and optimize performance of service systems, with particular emphasis on Emergency Medical Services and call centres. Services employ the majority of the workforce in Canada (over 75%) and other developed economies. Productivity, by most measures, is considerably lower in services than other sectors, so there are clear opportunities for performance improvement in services. The health care sector forms a large and growing portion of the service sector and is a prime source of interesting and important planning problems. Health care problems are important not only in economic terms but also because of the potential of improved planning to save lives or increase the quality of life of patients. The researcher will employ statistical methods, queueing theory, stochastic modeling, and optimization algorithms to develop improved methods to plan resource allocation in service systems.