排队论在某家乐福超市服务台优化设计中的应用

在排队系统中,排队等待服务的顾客数量、等待时间、系统内服务人员及设施的空闲率等是非常重要的数量指标.通过了解它们的变化规律,就可以在满足顾客服务基本要求的前提下,研究如何提高服务质量、降低排队系统运营成本等问题.本文通过应用超市收银排队系统优化模型,并以哈尔滨市某家乐福超市为例,进行实地考察和数据统计,对其服务台的数量设置进行优化,最后得出该超市在非节假日和节假日各个不同时段应该开放的服务台的数目.

Application of Queuing Theory in Determining the Optimal Number of Service Desks in a Carrefour Supermarket

In a queuing system, it is necessary to better understand the variation laws of the system factors such as the number of customers waiting for service, waiting time, and the idle rate of service personnel and facilities in the system. In addition, how to im- prove the service quality and reduce the operation cost of queuing system should be thoughtfully considered on the basis of meeting the basic requirements of customer service. In this paper, the supermarket cashier queuing system optimization model was applied in a Carrefour supermarket in Harbin and the optimal number of service desks on non-holidays and holidays at different time periods were nronosed.