A Study of Queuing Management in Service Industries

• Main Authors: Chih-Ping Lin, 林志平
• Other Authors: Kuo-ming Wang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/31591045554673922925

碩士 === 元智大學 === 工業工程研究所 === 81 === Owing to the growth of economy in the recent years, the productivity and the amount of population involved in the service industries are increased significantly. With the service industries, there have been many problems in management. Lines are a common phenomenon in the service industries and effect the customer''s impression of the service system. Furthermore,in the service system, customers are invovled in the procedure of the services. So, for designing the queuing system, the "human" factor must be considered. In the other words, to achieve a more efficient management system, the customer''s feelings about the queuing system should be considered. This study has tried to set up a model to measure the customer''s tolerable time in the queuing system. By using the measurement of the customer''s tolerable queuing time as the foundation of the queuing management in service industries and the point of view of the industry engineering , we can divide the queue management into a system design part and an operation management part. The desiged model in the queuing system and the method of operation management can be set up separately in order to get the optimal adjustment in the resources of the service. It satisfies the customer''s different needs and solves problems in the queuing management.