Number of documents


Oualid Jouini

Professor, HDR, Laboratoire Génie Industriel, CentraleSupélec

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: optimization, empirical analysis, stochastic modeling and applied probability


Journal articles34 documents

  • Guillaume Lamé, Oualid Jouini, Julie Stal-Le Cardinal. Combining Soft Systems Methodology, Ethnographic Observation and Discrete-Event Simulation: A Case Study in Cancer Care. Journal of the Operational Research Society, Palgrave Macmillan, In press, pp.1-18. ⟨10.1080/01605682.2019.1610339⟩. ⟨hal-02095031⟩
  • Benjamin Legros, Oualid Jouini. On the scheduling of operations in a chat contact center. European Journal of Operational Research, Elsevier, 2019, 274 (1), pp.303-316. ⟨10.1016/j.ejor.2018.09.040⟩. ⟨hal-01966254⟩
  • Benjamin Legros, Oualid Jouini, Ger Koole. Blended call center with idling times during the call service. IISE Transactions, Taylor & Francis, 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⟩
  • 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⟩
  • Benjamin Legros, Sihan Ding, Rob van der Mei, Oualid Jouini. Call Centers with a Postponed Callback Offer. OR Spectrum, Springer Verlag, 2017. ⟨hal-01635315⟩
  • 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⟩
  • 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. 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⟩
  • 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⟩
  • 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, 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⟩
  • 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⟩
  • 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⟩
  • 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⟩
  • 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, 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⟩
  • 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⟩
  • 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⟩
  • 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⟩
  • 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⟩
  • 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⟩
  • 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⟩

Patents1 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⟩

Theses1 document

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

Habilitation à diriger des recherches1 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⟩