Telephone call centers are an integral part of many businesses, and their economic role is
significant and growing. They are also fascinating sociotechnical systems in which the …

Markov Chains and Stochastic Stability is part of the Communications and Control
Engineering Series (CCES) edited by Professors BW Dickinson, ED Sontag, M. Thoma, A …

Building on the author's more than 35 years of teaching experience, Modeling and Analysis
of Stochastic Systems, Third Edition, covers the most important classes of stochastic …

Workforce analytics involves using models that integrate internal and external data to predict
future workforce and help organizations in any industry examine factors that have a …

The use of simulation in statistics dates from the start of the 20th century, coinciding with the
beginnings of radio broadcasting and the invention of television. Just as radio and television …

It is commonly held that an individual's career prospects decline the higher he or she rises in
an organization. In many cases this is not true; this paper identifies four organizational …

This book aims to give a complete and self-contained presentation of semi-Markov models
with finitely many states, in view of solving real life problems of risk management in three …

Purpose This paper aims to question whether the available data in the human resources
(HR) system could result in reliable turnover predictions without supplementary survey …

Does cross-training workers allow a firm to achieve economies of scale when there is
variability in the content of work, or does it create a workforce that performs many tasks with …

Legislators at the state and national levels are addressing renewed concerns over the
adequacy of hospital nurse staffing to provide quality care and ensure patient safety. At the …