Shai Rozenes

Holon Institute of Technology, HIT, Faculty of Industrial Engineering and Technology Management, Faculty Member

Afeka, IIndustrial Engineering and Management, Faculty Member

Followers

Following

Public Views

Dr. Shai Rozenes obtained his PhD in Industrial Engineering from the Coventry University in the United Kingdom. His major filed of expertise are: project management and service systems management. He is involved in international research within European and international research networks. Dr. Rozenes has published in refereed scientific journals and conferences. He is the head of the Engineering and Management of Service Systems department of the Afeka Tel Aviv Academic College of Engineering. Shai is the co- founder and Chief Academic Officer of the Afeka Center for Service Engineering and Management. Dr. Rozenes is also a consultant in industry.

less

Kjetil Haugen

Molde University College

Charalambos Tsekeris

National Centre of Social research

Stefano Maffei

Politecnico di Milano

Bent Flyvbjerg

University of Oxford

Sandra (A.C.C.) van Wijk

American University of Sharjah

Chee Yew Wong

University of Leeds

Mikail F Lumentut

National Taiwan University

Irene C L Ng

University of Warwick

Luis Alarcon

Pontificia Universidad Catolica de Chile

Dini T U R I P A N A M Alamanda

Universitas Garut

Interests

Uploads

Papers by Shai Rozenes

Alert-Grouping: Smart Personalization of Monitoring System Thresholds to Help Healthcare Teams Struggle with Alarm Fatigue in Intensive Care

Journal of Medical Systems

Establishment of a Unified Quality Indicators System to Increase the Effectiveness of Emergency Departments

International Journal of Information Systems and Social Change, Oct 1, 2019

The overall quality of an emergency department (ED) can be measured by its ability to provide fas... more The overall quality of an emergency department (ED) can be measured by its ability to provide fast, efficient yet high-quality medical treatments to its patients. The objective of the present study was to derive a common set of key indicators that could be used to assess the quality of the performance of EDs. A modified Delphi process was employed to achieve this. This consisted of a detailed literature review followed by a three-round expert panel interaction, which was used to reduce and refine the list of indicators. The members of the panel comprised ED physicians, ED nurses and hospital and ED administrators drawn from six EDs. This process yielded 47 essential performance indicators and 12 recommended indicators. The performance indicators were classified into 7 main groups according to their characteristics. The chosen indicators comprise a core set that will be used in an ongoing study on a representative sample of EDs.

Improving operational measures in a financial institute call center: a case study

Brazilian journal of operations & production management, Jul 23, 2017

This article presents a case study that shows the impact of a proposed method of performance meas... more This article presents a case study that shows the impact of a proposed method of performance measures in a call center service system in one of the largest financial institutions in Israel. It proposes a policy for load-reduction in the peak hours coupled with an improvement in the automated routing of customers' calls. The case study shows the system's current state, and offers improvements to shorten the overall service time while increasing utilization of service personnel in order to decrease the abandon rate (AR) and increase service quality. The article starts by introducing the financial institute and its telephone service structure, the unique characteristic of the current service system, the different types of customers and their characteristics, the utilization of the system and emphasizes the phone call duration and AR. In addition, the article shows a simulation of the current state with an analysis of current service. It compares the current system with an alternative service system that aims at improving the main performance measures including average wait time (AWT), service personel utilization time, and customer abandon rate. The proposed system includes additional "back office" with a callback system to reduce churn rate, and improved the IVR routing. The proposed service system was simulated and all the service measurement was tested statistically. The results indicated a significant improvement in terms of service measurements between the current and the proposed system. Operators' utilization increased, while abandoning rate decreased significantly.

Shai Rozenes

Uploads

Papers by Shai Rozenes

Log In