Oualid Jouini's Home Page: Stochastic Modeling for Call Centers Management

	Oualid Jouini Laboratoire Génie Industriel, Ecole Centrale Paris Grande Voie des Vignes, 92 290 Châtenay-Malabry, France +33 1 41 13 15 02

Oualid Jouini is an assistant professor at Laboratoire Génie Industriel, Ecole Centrale Paris since 2007. He received a B.S degree in Industrial Engineering from Ecole Nationale d'Ingénieurs de Tunis in 2001 and a M.S degree in Industrial Engineering from Ecole Centrale Paris in 2003. He carried out his Ph.D research on "Operations Management in Call Centers" at Ecole Centrale Paris and received a Ph.D degree in 2006. During 2007 and 2008, he was a postdoctoral researcher at Koç University and University of Minnesota.

His research interests are in stochastic modeling and service operations management. His main application area is call centers: Strategic and real-time operations decisions, agents planning and Skill-Based Routing.

We are pleased to announce that the 4^th meeting of the EURO (The Association of European Operational Research Societies) Working Group on Stochastic Modeling will take place on May 30 to June 1 2012 at Ecole Centrale Paris. This Working Group is concerned with all aspects, both theoretical and practical, of mathematical modeling using stochastic models. More information here.

Published - Unpublished - Patents and Awards

Doctoral dissertation: Stochastic Modeling in Call Centers Operations Management, December 2006. Advisor: Yves Dallery. PDF
Published
. O. Jouini. Analysis of a Last Come First Served Queueing System with Customer Abandonment. Computers & Operations Research. To appear, 2012. PDF
. S. Ioannidis, O. Jouini, A.A. Economopoulos and V.S. Kouikoglou. Control Policies for Single-Stage Production Systems with Perishable Inventory and Customer Impatience. Annals of Operations Research. To appear, 2012. PDF
. S. Liao, G. Koole, C. van Delft and O. Jouini. Staffing A Call Center with Uncertain Non-Stationary Arrival Rate and Flexibility. OR Spectrum. To appear, 2012. PDF
. O. Jouini, Z. Aksin and Y. Dallery. Call Centers with Delay Information: Models and Insights. Manufacturing & Service Operations Management. 13:534-548, 2011. PDF. An electronic-companion of this paper is available. PDF
. O. Jouini, A. Pot, G. Koole and Y. Dallery. Online Scheduling Policies for Multiclass Call Centers with Impatient Customers. European Journal of Operational Research, 207:258-268, 2010. PDF. An electronic-companion of this paper is available. PDF
. O. Jouini, Y. Dallery and Z. Aksin. Queueing Models for Multiclass Call Centers with Real-Time Anticipated Delays. International Journal of Production Economics, 120:389-399, 2009. PDF
. O. Jouini, Y. Dallery and R. Nait-Abdallah. Analysis of the Impact of Team-Based Organizations in Call Centers Management. Management Science, 54:400-414, 2008. PDF. An electronic-companion of this paper is available. PDF
. O. Jouini and Y. Dallery. Moments of First Passage Times in General Birth-Death Processes. Mathematical Methods of Operations Research, 68:49-76, 2008. PDF
. O. Jouini and Y. Dallery. Monotonicity Properties for Multiserver Queues with Reneging and Finite Waiting Lines. Probability in the Engineering and Informational Sciences, 21:335-360, 2007. PDF
Unpublished
. O. Jouini and S. Benjaafar. Queueing Systems with Appointment-Driven Arrivals, Non-Punctual Customers, and No-Shows. Submitted, 2011.
. O. Jouini and A. Roubos. On Multiple Priority Multi-Server Queues with Impatience. Submitted, 2011.
. A. Roubos and O. Jouini. Call Centers with Hyperexponential Patience Modeling. Submitted, 2011.
. O. Jouini, G. Koole and A. Roubos. Call Center Performance Indicators. Submitted, 2011.
. O. Jouini, M.S. Aguir, Z. Aksin, F. Karaesmen and Y. Dallery. Data-Based Analysis of Delay Estimators and Announcements in a Call Center. Submitted, 2011.
Patents and Awards
. O. Jouini and Y. Dallery, F. Auriol, O. Belma, F. Chauvet, R. Nait-Abdallah and T. Prat. Client Portfolio-Based Call Center Architecture. (Architecture de Centre d'Appels par portefeuilles de Clients). International Publication Number: WO 2006/003306, World Intellectual Property Organization, 2006.
. M.S. Aguir, Y. Dallery and O. Jouini, Z. Aksin and F. Karaesmen, F. Chauvet, R. Nait-Abdallah and T. Prat. Improving Call Center Operations at Bouygues Telecom. Semi-Finalist, INFORMS Edelman Award, 2005.
. Merit based scholarship from TUBITAK, The Scientific & Technological Research Council of Turkey, 2007.
. Best Student Paper Award "Honorable mention for the excellence in paper content". Call Centers with Delay Information. IESM Conference 2007, Beijing, China.

. Simulation à événements discrets,
. Stochastic modeling, theory of queues and their applications,
. Gestion des opérations,
. Prévision de la demande.