大型超市收银排班及流程优化%3a基于仿真的案例的研究.pdfVIP

System Simulation Technology Application (Volume 14) Schedule and Process Optimization for Supermarket Cashiers: A Case Study Based on Simulation Liang YAN, Yanchun PAN, Zhimin CHEN, Ming ZHOU, Longfei XU College of Management, Shenzhen University, Shenzhen, China, 518060 Email: panyc@szu.edu.cn Abstract: The effectiveness and efficiency of supermarket cashiers have significant impact on customer sat- isfaction and service level. Current research focuses either on scheduling system or process optimization. Few studies consider both at the same time. Studies based on real-life application for analyzing and improving the queuing performance of supermarket cashiers was rarely seen among the current literature. This paper reports a case study on Shenzhen Renrenle supermarket. First-hand data were collected through a week-long onsite survey. Simulation is used to model the supermarket queuing system. The schedule and processes of cashiers are optimized via simulation experiments and analysis. The results showed a successful application of simula- tion on supermarket cashiers, which made a contribution that enrich relevant study in the field. Keywords: Supermarket; scheduling; process optimization; simulation; case study 大型超市收银排班及流程优化：基于仿真的案例研究 严良，潘燕春，陈智民，周明，徐龙飞 深圳大学管理学院，深圳，中国，518060 Email: panyc@szu.edu.cn 摘 要：大型超市收银效率的高低将直接影响顾客消费体验和服务水平。尽管目前已有文献分别研究 超市收银排班和流程优化问题，但很少将二者结合起来一同考虑，把顾客随机到达率的波动纳入其中 并应用于实际超市则更为罕见。本文以人人乐超市深圳学府店为案例，通过实地调研收集一手数据， 采用系统仿真方法构建模型，对超市的收银排班和收银流程进行分析与改善，从而拓展现有理论研究， 为相关实践提供借鉴。 关键词：大型超市；排班；流程优化；仿真；案例研究 1 引言 系统绩效的平稳，进行动态排班[3] ；Melachrinoudis 和 Ol