摘要
利用银行叫号机实测队长系列排队数据,运用排队论理论,分析了服务窗口排队规律。考虑顾客到达不均衡性,对不同工作日和不同工作时段用修正系数计算参数值,建立了不同输入率下的概率分布函数及MMC模型,使计算得到的顾客等待时间和队列长度等排队指标值更接近现实情况。所给出的改善银行排队状况的窗口设置设想与例证,可以作为银行排队管理改善的依据和一种简易可行的方法。
Based on the queuing theory, the data series recorded by bank queuing machines was used to analyze the queuing rules of service counters. Considering the fluctuation of customer arrival and modifying the data according to different work days and work hour periods, a multi-input-rate MMC model and probability distribution function was used to make the calculation results of indicators such as customer waiting time and queue length closer to the reality. Some advices and examples were proposed on bank counter setting to improve the bank queuing. The evidences on the bank queuing management improvement and simple-and-feasible quantify method were illustrated.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2008年第4期624-627,共4页
Journal of Wuhan University of Technology：Information & Management Engineering
基金
广东省哲学社会科学"十一五"科研基金资助项目(07G004)
关键词
银行窗口优化
排队论
实测数据
随机过程
随机模拟
bank counter optimization
queuing theory
measured data
random process
random simulation
