排队论在超市的运用与分析

沈阳理工大学学士学位论文I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；优化沈阳理工大学学士学位论文IIAbstractInrecentyears,thecontinuousriseoflargesupermarketshavebroughtalotofconveniencetopeaple.However,duetovariousreasons,thelargesupermarket'squeuingsystemisnotperfect,manyproblemsoftenarised,suchasthequeueistoolongordeskesareidling.Therefore,tooptimizethequeuingservicesystemoflargesupermarkettoshortenthequeuewillhaveagreatsignificance.ThisthesisaimedattooptimizetheservicequeuingsystemofShenyangTescoSupermarket.Atfirst,theknowledgeaboutqueuingtheoryhasbeedintroduced,andthemulti-windowwaitingforM/M/n/∞/∞queuingmodelhasbeedfocusedon.Secondly,asurveyofcustomerservicetime,arrivaltimeandotherdatahasbeedconductedatShenyangTescosupermarketHunnanstore.Then,theoriginaldataabtainedfromthesurveyhasbeenputintothequeuingmodeltoconductaempiricalanalysis.Andasaresult,thecorrespondingtargetparametersarecalculated,andsotodeterminethenumberofcashregisteratvarioushoursofthesupermarketshouldbeedopened.Next,byusingtheFLEXSIMservicesystemtoconductasimulation,findingouttheoptimizationisfeasible.Onthisbasis,thisthesisdiscussedtheproblemofcashierchannel,scanningequipmentandstaffprofessionalismoftheTescosupermarket,andoptimizingtheseproblematthesametime.Finally,thisthesishasgivesomeadvicesabouthowtodevelopmentthesupermarket.Theresultsofthispaperhaveuniversalreferencetoforlargeshoppingmalls,hospitals,banksandotherserviceenterpriseswhohavethefee-basedservicessystems.Keywords:supermarkets;queuingservicesystem;modeling;simulation;optimization沈阳理工大学学士学位论文III目录摘要...........................................................................................................................................IAbstract......................................................................................................................................II目录........................................................................................................................................III1绪论......................................................................................................................................11.1课题研究的背景及意义...........................................................................................11.2国内外研究现状.......................................................................................................11.3论文的主要研究内容及组织结构...........................................................................41.3.1论文主要研究内容........................................................................................41.3.2论文主要组织结构........................................................................................42超市排队服务系统相关理论知识......................................................................................52.1排队论.......................................................................................................................52.1.1排队论的概念与发展....................................................................................52.1.2排队论研究的内容........................................................................................62.2排队系统...................................................................................................................72.2.1排队系统的组成............................................................................................72.2.2排队系统的主要指标....................................................................................92.2.3排队系统的最优化......................................................................................102.3排队系统的建模.....................................................................................................122.3.1系统建模的要求..........................................................................................122.3.2系统建模的原则..........................................................................................122.3.3系统建模的方法..........................................................................................132.3.4系统建模的步骤..........................................................................................132.3.5排队系统建模的符号与分类......................................................................142.3.6M/M/n/∞/∞模型...........................................................................................142.4排队系统的仿真.....................................................................................................152.4.1离散事件系统仿真......................................................................................152.4.2FLEXSIM软件的介绍................................................................................16沈阳理工大学学士学位论文IV3服务系统数据采集与指标计算........................................................................................173.1沈阳乐购超市周边环境描述....