Nombre de documents


Oualid Jouini

Professor, HDR, Laboratoire Génie Industriel, CentraleSupélec

Holder of the research chair Call Centers, sponsored by INTERACTIV GROUP

IBM Faculty Award 2017



Assistant Professor, Ecole Centrale Paris

- Postdoc, University of Minnesota

- PhD, Ecole Centrale Paris


Research interests:

- Service operations management with main applications to call centers and healthcare systems

- Methodology: Data analytics, business intelligence, optimization, stochastic modeling and applied probability


Article dans une revue32 documents

  • Benjamin Legros, Oualid Jouini, Ger Koole. Blended call center with idling times during the call service. IISE Transactions, 2018, 50 (4), pp.279 - 297. 〈10.1080/24725854.2017.1387318〉. 〈hal-01728725〉
  • Benjamin Legros, Oualid Jouini, Ger Koole. A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments. Operations Research, INFORMS, 2018, 66 (1), pp.200 - 209. 〈10.1287/opre.2017.1652〉. 〈hal-01728724〉
  • Benjamin Legros, Oualid Jouini. Routing in a queueing system with two heterogeneous servers in speed and in quality of resolution. Stochastic Models, INFORMS (Institute for Operations Research and Management Sciences), 2017, 33 (3), pp.392 - 410. 〈10.1080/15326349.2017.1303615〉. 〈hal-01728723〉
  • Benjamin Legros, Sihan Ding, Rob Van Der Mei, Oualid Jouini. Call Centers with a Postponed Callback Offer. OR Spectrum, Springer Verlag, 2017. 〈hal-01635315〉
  • Vikas Vikram Singh, Oualid Jouini, Abdel Lisser. Distributionally robust chance-constrained games: existence and characterization of Nash equilibrium. Optimization Letters, Springer Verlag, 2017, 11 (7), pp.1385 - 1405. 〈10.1007/s11590-016-1077-6〉. 〈hal-01728722〉
  • Guillaume Lamé, Oualid Jouini, Julie Stal-Le Cardinal. Outpatient Chemotherapy Planning: a Literature Review with Insights from a Case Study. IIE Transactions on Healthcare Systems Engineering, 2016, 〈10.1080/19488300.2016.1189469〉. 〈hal-01324488〉
  • Vikas Vikram Singh, Oualid Jouini, Abdel Lisser. Equivalent nonlinear complementarity problem for chance-constrained games. Electronic Notes in Discrete Mathematics, Elsevier, 2016, 55, pp.151-154. 〈hal-01476666〉
  • Vikas Vikram Singh, Oualid Jouini, Abdel Lisser. Existence of Nash equilibrium for chance-constrained games. Operations Research Letters, Elsevier, 2016, 44 (5), pp.640-644. 〈hal-01476670〉
  • M. Excoffier, C. Gicquel, O. Jouini. A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts. Computers and Industrial Engineering, Elsevier, 2016, 96, pp.16-30. 〈10.1016/j.cie.2016.03.013〉. 〈hal-01294589〉
  • Benjamin Legros, Oualid Jouini, Ger Koole. Optimal scheduling in call centers with a callback option. Performance Evaluation, Elsevier, 2016, 95, pp.1-40. 〈10.1016/j.peva.2015.09.002〉. 〈hal-01265244〉
  • Benjamin Legros, Oualid Jouini, Ger Koole. Adaptive threshold policies for multi-channel call centers. IIE Transactions, Taylor & Francis, 2015, 47, pp.414-430. 〈10.1080/0740817X.2014.928965〉. 〈hal-01198404〉
  • Benjamin Legros, Oualid Jouini, Yves Dallery. A flexible architecture for call centers with skill-based routing. International Journal of Production Economics (IJPE), 2015, 159 (192-207), 〈10.1016/j.ijpe.2014.09.025〉. 〈hal-01265151〉
  • Chaaben Kouki, Oualid Jouini. On the effect of lifetime variability on the performance of inventory systems. International Journal of Production Economics, Elsevier, 2015, 167, pp.23-34. 〈10.1016/j.ijpe.2015.05.007〉. 〈hal-01265237〉
  • Oualid Jouini, Zeynep Aksin, Fikri Karaesmen, M Salah Aguir, Yves Dallery. Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion. Production and Operations Management, Wiley, 2015, 24, pp.587-604. 〈10.1111/poms.12259〉. 〈hal-01265196〉
  • Mahdi Fathi, Farshid Zandi, Oualid Jouini. Modeling the merging capacity for two streams of product returns in remanufacturing systems. Journal of Manufacturing Systems, Elsevier, 2015, 37, pp.265-276. 〈10.1016/j.jmsy.2014.08.006〉. 〈hal-01265243〉
  • Benjamin Legros, Oualid Jouini. A linear algebraic approach for the computation of sums of Erlang random variables. Applied Mathematical Modelling, Elsevier, 2015, 39, pp.4971-4977. 〈10.1016/j.apm.2015.04.013〉. 〈hal-01265198〉
  • Karim Ghanes, Mathias Wargon, Oualid Jouini, Zied Jemai, Agapitos Diakogiannis, et al.. Simulation-based optimization of staffing levels in an emergency department. SIMULATION, SAGE Publications, 2015, 91, pp.942-953. 〈10.1177/0037549715606808〉. 〈hal-01265240〉
  • I Vegting, N Alam, K Ghanes, Oualid Jouini, F Mulder, et al.. What are we waiting for? Factors influencing completion times in an academic and peripheral emergency department. Netherlands Journal of Medicine, Bohn, Schettema & Holkema, 2015, 73, pp.331-340. 〈hal-01265236〉
  • Oualid Jouini, Alex Roubos. On multiple priority multi-server queues with impatience. Journal of the Operational Research Society, Palgrave Macmillan, 2014, 65, pp.612-632. 〈10.1057/jors.2012.153〉. 〈hal-01265148〉
  • Rowan Wang, Oualid Jouini, Saif Benjaafar. Service Systems with Finite and Heterogeneous Customer Arrivals. Manufacturing and Service Operations Management, INFORMS, 2014, 16, pp.365-380. 〈10.1287/msom.2014.0481〉. 〈hal-01265150〉
  • Oualid Jouini, Ger Koole, Alex Roubos. Performance Indicators for Call Centers with Impatience. IIE Transactions, Taylor & Francis, 2013. 〈hal-01264965〉
  • Mohamed Zied Babai, Oualid Jouini. Editorial Special issue: Operations Management in Service Systems Downloaded from. IMA Journal of Management Mathematics, Oxford University Press (OUP), 2013, 24, pp.135-136. 〈10.1093/imaman/dpt004〉. 〈hal-01264967〉
  • Alex Roubos, Oualid Jouini. Call centers with hyperexponential patience modeling. International Journal of Production Economics, Elsevier, 2013, Vol. 141 (n° 1), p. 307-315. 〈10.1016/j.ijpe.2012.08.011〉. 〈hal-00779104〉
  • Shuang Qing Liao, Ger Koole, Christian Van Delft, Oualid Jouini. Staffing a call center with uncertain non-stationary arrival rate and flexibility. OR Spectrum, Springer Verlag, 2012, 34 (3), pp.691-721. 〈10.1007/s00291-011-0257-0〉. 〈hal-00713790〉
  • Stratos Ioannidis, Oualid Jouini, Angelos A Economopoulos, Vassilis S Kouikoglou. Control policies for single-stage production systemls with perishable inventory and customer impatience. Annals of Operations Research, Springer Verlag, 2012, n.p. 〈10.1007/s10479-012-1058-9〉. 〈hal-00802145〉
  • Oualid Jouini. Analysis of a last come first served queueing system with customer abandonment. Computers and Operations Research, Elsevier, 2012, Vol.39 (n° 12), p. 3040-3045. 〈10.1016/j.cor.2012.03.009〉. 〈hal-00779712〉
  • Oualid Jouini, Zeynep Aksin, Yves Dallery. Call Centers with Delay Information: Models and Insights. Manufacturing and Service Operations Management, INFORMS, 2011, Vol. 13 (N° 4), p. 534-548. 〈10.1287/msom.1110.0339〉. 〈hal-00680769〉
  • Oualid Jouini, Ger Koole, Yves Dallery. Online scheduling policies for multiclass call centers with impatient customers. European Journal of Operational Research, Elsevier, 2010, 207 (1), pp. 258-268. 〈10.1016/j.ejor.2010.02.036〉. 〈hal-01264964〉
  • Oualid Jouini, Yves Dallery, Zeynep Aksin. Queueing models for full-flexible multi-class call centers with real-time anticipated delays. International Journal of Production Economics, Elsevier, 2009, 〈10.1016/j.ijpe.2008.01.011〉. 〈hal-01264963〉
  • Oualid Jouini, Yves Dallery, Rabie Nait-Abdallah. Analysis of the Impact of Team-Based Organizations in Call Center Management. Management Science, INFORMS, 2008, 〈10.1287/mnsc.1070.0822〉. 〈hal-01264962〉
  • Oualid Jouini, Yves Dallery. Moments of first passage times in general birth–death processes. Mathematical Methods of Operations Research, Springer Verlag, 2008, 68, pp.49-76. 〈10.1007/s00186-007-0174-9〉. 〈hal-01264961〉
  • Oualid Jouini, Yves Dallery. MONOTONICITY PROPERTIES FOR MULTISERVER QUEUES WITH RENEGING AND FINITE WAITING LINES. Probability in the Engineering and Informational Sciences, Cambridge University Press (CUP), 2007, 21, pp.335-360. 〈10.1017/S0269964807000010〉. 〈hal-01264901〉

Brevet1 document

  • Oualid Jouini, Yves Dallery, F. Auriol. Client Portfolio-Based Call Center Architecture. France, Patent n° : World Intellectual Property Organization, WO 2006/003306. 2006. 〈hal-01265246〉

Thèse1 document

  • Oualid Jouini. Stochastic Modeling in Call Centers Management. Engineering Sciences [physics]. Ecole Centrale Paris, 2006. English. 〈tel-00133341〉

HDR1 document

  • Oualid Jouini. Stochastic Models for Service Operations Management. Other. Institut National des Sciences Appliquées de Lyon et l’Université Claude Bernard LYON I, 2014. 〈tel-01369340〉