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论文编号：	8535
作者编号：	2120140193
上传时间：	2016/6/17 10:43:05
中文题目：	动态情境下服务型企业服务量供需配置研究
英文题目：	Research on Allocation of supply and demand of service enterprises in dynamic situations
指导老师：	车建国
中文关键字：	服务中心；排队系统；生灭过程；人员需求；排班
英文关键字：	ervice center; queuing system; Birth-Death processes; personnel requirements; scheduling
中文摘要：	随着市场经济的迅速发展和世界经济一体化趋势不断加强，服务型行业的地位和作用日渐突出和明显。对于服务型企业来说，作为满足顾客需要、提高顾客满意度，从而为企业带来长久效益的部门，服务中心的人员配置问题是一个重要的内容。服务中心的任务到达量和服务供给量的匹配关系直接影响了服务质量水平。一方面，如果服务供给量小于需求量，可能会造成服务中心服务质量严重偏离目标，造成服务短缺，降低顾客满意度，导致客户丢失，甚至面临来自政府权威部门的严厉惩罚；另一方面，如果服务的供给量多于需求量，可能会造成服务中心人员配置的极大浪费，导致成本增加，降低企业的运营效率。如何解决服务中心随机任务到达量和服务供给量的实时动态匹配问题，进而实现服务中心的服务人员服务量的最优配置，保证稳定的服务质量目标，成为服务中心急待解决的突出问题。要解决服务中心的人员需求问题，首先需要对其排队系统进行分析，考虑不耐烦顾客的排队系统更符合服务中心的现实状况。本文运用生灭模型对服务中心的排队系统进行分析，解析出在满足服务水平的条件下，不同时刻服务中心需要配备的服务人员数量，并对雇佣人员在满足条件和约束的条件下进行合理排班，以最大可能的满足顾客的需要，实现服务供给量的配置高度契合任务量变化，提高服务中心的人员利用率，提高服务中心的运营效率。本课题将能够为日益发展的服务行业服务中心提供新的研究思路和实践参考，有效帮助改善服务型企业人员最优配置问题，实现服务人员供给量的配置密切追踪服务人员需求量的变化，并提高服务中心的人员利用率和服务质量水平。
英文摘要：	With the rapid development of market economy and the?constant enhancement?of?the?economic?integration?trend?of the?world, the status and function of service industry is increasingly obvious.As to meet the needs of customers, improve customer satisfaction, so as to bring long-term benefits to the enterprise，Service center staffing issues for service enterprises is an important content. The matching relationship between task arrival and service supply of service center directly affects the level of service quality.On the one hand, if the service supply is less than demand,the service quality of the service center will be seriously deviated from the target, resulting in a shortage of service, reducing customer satisfaction and further resulting in loss of customers, and even faced with severe punishment from the authority of the government departments. On the other hand,If the service supply is more than demand, it may cause a great waste of personnel allocation, result in increased costs and reduce the operational efficiency of enterprises.How to solve the problem of real-time dynamic matching between the random task arrival and service supply , achieve the optimal allocation of the service quantity in service center, and ensure the stable quality of service, is becoming a outstanding problems to be solved in the service center. To solve the problem of personnel needs in service center, first of all we need to analyze its queuing system.The queuing system with considering of impatient customers conform to the reality more.In this paper, we use the Birth-Death processes to analyze the queuing system of service center and parses out the number of service personnel to be equipped at different times under the condition of meeting the service level.Then reasonably do scheduling for personnel under the condition of satisfying the constraint so as to meet the needs of customers with the greatest possibility,make sure that the allocation of service supply is highly fit for the task quantity change,improve personnel utilization ,and improve operating efficiency of service center.This topic will be able to provide new research ideas and practical reference for the growing service industry service center and effectively help to improve the personnel optimal allocation of service enterprise. It also help to achieve the closely tracking between service personnel supply and service personnel changes in demand, and improve personnel utilization and quality of service of the service center.
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