基于某银行ATM机排队问题调查分析.docVIP

基于某银行ATM机排队问题调查分析 　　摘要：如今，作为消费者越来越不愿意花过多的时间用于排队等待。本文通过收集一手数据、数理分析、数据比较，着重分析了排队理论及相关系统的应用，目的在于帮助管理者解决排队等待时间过长的现象来提升管理质量。此外，本文解释了使用的研究方法、研究过程中的优缺点以及调研的局限性。最后，文章给出了具有建设性的管理意见来有效控制排队现象，达到提高顾客满意度这一目的。 　　关键词：排队理论 里托定律 M/M/S系统 G/G/S系统 　　Abstract: Recently, consumers won’t spend much time waiting in the queue. By collecting the primary data, this paper tries to quantify the results and model different queuing systems to solve queue issues. According to the mathematical analysis, the merits and demerits of queuing theory and limitations of the research will be discussed. Meanwhile, some suggestions will be given to enhance queuing management and customers’ satisfaction. 　　Key words: queue theory Little’s Law M/M/c System G/G/c System 　　 　　 1.Introduction 　　Today, more and more consumers can’t tolerate waiting in a queue for a long time. In other words, consumers not only demand quality, they also expect speed. The shorter the queue is, the higher satisfaction consumers will have. Thus, it is extremely important to control a queue appropriately. Based on the queuing theory, a survey is conducted to identify and compare the theoretically obtained results with the observed data. By modeling different queuing systems----namely Little’s Law, M/M/c system and G/G/c system, the most effective model will be obtained and meanwhile evaluate its validity. According to the mathematical analysis, this paper will discuss the merits and demerits of queuing theory and limitations of the research, and explain how to improve the objective’s queuing management as well. 　　 　　 2.Methodology 　　The object of this research is China Construction Bank (CCB), which is located at Yifeng Road at Dongguan in Guangdong province. The bank provides reception service with customers. Observations focus on the two ATMs in the hall of the bank. The whole experient lasts one hour around, starting from 10:45am to 12:00pm on 22, November 2011. Before determination to the bank, both post office and Starb