Students
Yamit Leon is an M.Sc. student at the IE&M faculty. Her research is on national park operations and is done in collaboration with the Israeli national park authority.
Alumni
Matias Kohn has an M.Sc. from the IE&M faculty at the Technion. His research focused on the impact of hospital routing policies on patients' length of stay.
Antonio Castellanos finished his Ph.D. in Industrial Engineering at the Technion, advised by Prof. Galit Yom-Tov. His research focused on building models to overcome information uncertainty in contact centers. His Dissertation was recognized for his innovative and excellence by the George B. Dantzig Dissertation Award at INFORMS Annual Meeting 2023.
Monika's research focuses on service operations and takes an interdisciplinary perspective. In her dissertation, she tackles the question of how service organizations can and should make various unclear, hidden, or not yet known processes transparent to their stakeholders. The goal is to increase stakeholders’ understanding about the processes they go through, in a way that both the stakeholders and the organization benefit.
Lior-Tony Landa completed his M.Sc. studies in 2021 at the IE&M faculty at the Technion. His research is focused on building models for predicting customer satisfaction in contact centers.
Daniel M.Sc. thesis, entitled "Modeling Employee Behavioural Reactions to Emotions Expressed by Customers: A Non-obtrusive Examination of Customer Service Employees Behaviour", explored the effects of expressed customer emotion in service systems on consequent employee performance and behaviour using Big-Data. Daniel PhD thesis is entitled "Emotional load in service systems: Definition and Examination of the Effects of Emotional Load on Employee Performance".
Shelly's Ph.D. was jointly supervised by Prof. Anat Rafaeli and Prof. Galit Yom-Tov. She studied mpact of affective displays on service system interactions.
Nitzan finished her Ph.D. at Technion IE&M faculty in Sep 2020, under the supervision of Dr. Galit Yom-Tov and Prof. Avishai Mandelbaum.
Yueming Xie was an M.Sc. student at the IE&M faculty, and worked on developing invitation control policy for proactive service systems.
Publication: Galit B. Yom-Tov, Liron Yedidsion, and Yueming Xie, "An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level", MSOM, 2020. Link to the manuscript: Proactive_service_systems_2_2_2019 .
Tali Gertz was a M.Sc. student at the Technion. Her thesis entitled "Utilising Call Cacks: Time-Varying Queues with a Call Back Option" developed simulation-based optimization for call centers that implement a call-back operation. The work aims to help the organization set the call-back guarantees which form an ad-hoc contract with the customer, and therefore must be met.