The analysis of data orginating from service systems, such as hospitals or call centers, can be used to inform decision-making in a wide variety of ways. In some work, we use data to improve the forecasting of demand to call centers. In other work, we use data to improve operations in healthcare settings. For example, we use data to understand whether surgeons are good at predicting the durations of the surgeries that they will do in the future. This information is crucial in order to set schedules for surgeries in hospitals.
The findings of these projects are useful to inform the operational management of call centers and hospitals. The new models proposed can be used to guide a myriad of decisions in practice, including scheduling and staffing decisions.
Link to the publication’s UCL Discovery page