排队论在超市的运用与分析

摘要

近年来，大型超市不断的兴起给人们带来了许多便利。但是由于种种原因大型超市的排队服务系统并不完善，常常出现了队列过长或者服务台空闲等问题，因此，优化大型超市排队服务系统，减短队列便有具有了重大意义。

本文针对沈阳乐购超市服务排队系统进行优化。首先对排队论的相关知识进行介绍，对多服务窗等待制M/M/n/∞/∞排队模型进行了重点阐述。其次对沈阳乐购超市浑南店顾客服务时间，到达时间等数据进行调查，取得原始数据代入排队模型进行实证分析，计算出了相应的目标参量，确定了该超市各个时段应该开放的最佳收银台的数量。然后运用FLEXSIM对服务系统进行仿真以确定该优化方案是可行的。在此基础上本文对乐购超市的收银通道，扫描，员工专业度等方面提出问题并对其优化，最后对超市的发展提出意见。

本文的研究成果对大型商场、医院、银行等具有收费服务系统的服务企业具有普遍的借鉴意义。

关键词：大型超市；排队服务系统；建模；仿真；优化

Abstract

In recent years, the continuous rise of large supermarkets have brought a lot of convenience to peaple. However, due to various reasons, the large supermarket's queuing system is not perfect, many problems often arised, such as the queue is too long or deskes are idling. Therefore, to optimize the queuing service system of large supermarket to shorten the queue will have a great significance.

This thesis aimed at to optimize the service queuing system of Shenyang Tesco Supermarket. At first, the knowledge about queuing theory has beed introduced, and the multi-window waiting for M/M/n/∞/∞queuing model has beed focused on. Secondly, a survey of customer service time, arrival time and other data has beed conducted at Shenyang Tesco supermarket Hunnan store. Then, the original data abtained from the survey has been put into the queuing model to conduct a empirical analysis. And as a result, the corresponding target parameters are calculated, and so to determine the number of cash register at various hours of the supermarket should beed opened. Next, by using the FLEXSIM service system to conduct a simulation, finding out the optimization is feasible. On this basis, this thesis discussed the problem of cashier channel, scanning equipment and staff professionalism of the Tesco supermarket,and optimizing these problem at the same time.Finally, this thesis has give some advices about how to development the supermarket.

The results of this paper have universal referenceto for large shopping malls, hospitals, banks and other service enterprises who have the fee-based services systems.

Keywords: supermarkets; queuing service system; modeling; simulation; optimization

目录

摘要 ........................................................................................................................................... I Abstract ...................................................................................................................................... II 目录 ........................................................................................................................................ I II 1 绪论 .. (1)

1.1 课题研究的背景及意义 (1)

1.2 国内外研究现状 (1)

1.3论文的主要研究内容及组织结构 (4)

1.3.1论文主要研究内容 (4)

1.3.2 论文主要组织结构 (4)

2 超市排队服务系统相关理论知识 (5)

2.1 排队论 (5)

2.1.1 排队论的概念与发展 (5)

2.1.2 排队论研究的内容 (6)

2.2 排队系统 (7)

2.2.1 排队系统的组成 (7)

2.2.2 排队系统的主要指标 (9)

2.2.3排队系统的最优化 (10)

2.3 排队系统的建模 (12)

2.3.1系统建模的要求 (12)

2.3.2系统建模的原则 (12)

2.3.3系统建模的方法 (13)

2.3.4系统建模的步骤 (13)

2.3.5排队系统建模的符号与分类 (14)

2.3.6 M/M/n/∞/∞模型 (14)

2.4 排队系统的仿真 (15)

2.4.1 离散事件系统仿真 (15)

2.4.2 FLEXSIM软件的介绍 (16)