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Article citations


Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Zeltyn, S., Zhao, L. and Haipeng, S. (2005) Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. Journal of the American Statistical Association, 100, 36-50.

has been cited by the following article:

  • TITLE: Robust Service Time Measurement Using Comparison Sequential Test

    AUTHORS: Yefim Haim Michlin, Genady Ya. Grabarnik, Larisa Shwartz, Ofer Shaham

    KEYWORDS: SPRT, Service Time, Events Stream, Superposition, Information Technology

    JOURNAL NAME: Journal of Service Science and Management, Vol.8 No.5, October 20, 2015

    ABSTRACT: The sequential comparison test is a tool for evaluation of the operational innovation in information technology service delivery processes. Due to the strong variability of these processes, the evaluation is done in comparison with the parallel running servers taken as reference. We consider the streams of service-completion events. When the time between events (TBE) is exponentially distributed, the binomial sequential probability ratio test (SPRT) can be used for evaluation. The effect of deviations from the exponential distribution on the characteristics of the test is analysed. We suggest a novel criterion that allows analysing robustness of the test. We show that the main factor influencing these characteristics is the coefficients of variation (CV) of the TBEs. Thus just by using CV of the TBEs, we may conclude whether the test is robust or not. We also suggest approach of handling the case when test for pair of single TBEs is not robust (case of CV > 1). Transition from a single server to a group of servers and from a single stream to a superposed stream of events improves robustness, since superposition of event streams brings the TBEs’ distribution closer to the exponential. Superposition makes it possible to deal with the problem for CV > 1. The analytical dependency of the fixed sample size test (FSST) robustness vs. CV permits simple estimation of robustness of the test in question. The advantage of the test is shown vs. the FSST, and illustrated on a real-life case.