基于排队论的末端物流服务平台的优化研究——以广东药科大学中山校区菜鸟驿站为例

基于排队论的末端物流服务平台的优化研究——以广东药科大学中山校区菜鸟驿站为例

【摘要】排队在日常生活中是常见的现象，是顾客在接受各类服务时往往难以避免的，小到超市购买东西、大到前往医院就诊等。其中，在人们接受快递服务的过程中就存在着排队现象。现如今，随着现代物流的日益发展，人们越来越享受到了物流的迅速与便捷，寄取快递也逐渐成为了人们日常生活中的一部分。若快递站点的服务台设置过少则不能满足顾客需求，增加排队损耗。相反地，增设过多的服务台反而造成空闲浪费。故本文就以广东药科大学中山校区菜鸟驿站为例，通过调查问卷和实地观察的方式收集第一手数据，首先了解该站点的快递服务现状。再基于排队论的方法，通过引入M/M/C排队模型，借助辅助软件QM For Windows进行数据分析，最终构建一个优化的排队模型。结果表明，末端物流服务平台服务台数目的优化配置既能够满足顾客需求，也能够缩减服务台设置成本费用。

【关键词】排队论；M/M/C模型；末端物流服务平台

An Optimizing Study for Service Platforms of Terminal Logistics Based on Queuing Theory——Taking CAINIAO Station in Zhongshan Campus of Guangdong

Pharmaceutical University as an Example

[Abstract] Queuing is a common phenomenon in daily life, which is hard to avoid when customers receive various services, from shopping in supermarkets to going to hospitals. Besides, there is a phenomenon of queuing in the process of people receiving express service. Nowadays, with the continuous development of modern logistics, people are more and more aware of the convenience and rapidity of logistics. Sending and receiving express has gradually become a part of People's Daily life. If the service desk of the express station is set up too little, it cannot meet the needs of customers and increase the queuing loss. On the contrary, setting up too many service desks will cause idle waste. Therefore, this paper takes CAINIAO Station in Zhongshan campus of Guangdong pharmaceutical university as an example, and understands the current situation of the express service of this station firstly by collecting first-hand data through questionnaires and field observation. Based on the queuing theory, an optimized queuing model is built finally by introducing an M/M/C queuing model and using an auxiliary software called QM For Windows to analyze data. Consequently, the optimal configuration of the number of service counters of the terminal logistics service platform can not only meet the needs of customers, but also reduce the cost of setting up service counters.

[Keywords] Queuing Theory M/M/C Model Terminal Logistics Service Platform

目录

1 绪论 (1)

1.1选题的背景、目的及意义 (1)

1.2研究现状 (2)

1.2.1国内研究现状 (2)

1.2.2国外研究现状 (4)

1.2.3国内外研究小结 (4)

1.3研究的主要内容 (5)

1.4研究的方法 (5)

1.4.1研究的方法 (5)

1.4.2创新之处 (6)

2 理论基础 (7)

2.1排队论的概述 (7)

2.1.1排队系统的组成与特征 (7)

2.1.2排队系统的数量和评价指标及主要参数 (9)

2.2本文的研究逻辑 (9)

3 末端物流服务平台服务模型 (11)

3.1末端物流服务平台排队系统 (11)

3.1.1系统组成与特征 (11)

3.1.2基本假设与前提 (11)

3.2末端物流服务平台排队系统主要类型 (12)

3.2.1单队—多服务台并列式排队系统 (12)

3.2.2多队—多服务台并列式排队系统 (13)

4 模型优化方法与步骤 (14)