同质性生产系统人员配置相对效率成本函数之研究.pdf

NSC 93 : ()() ( Keywords: homogeneous production system relative service efficiency service items service level cost function. The homogeneous production system is a kind of system and each system has the same structure of production (service) items. In this system, customers are served with different flow processes between service items by their individual attributes, and then leave the service system. Such a production is so-called a homogeneous production system. In practice, the homogeneous production system includes the bank, the post office, the local civil administration office, the local household registration office and the general hospital. How to allocate human resources to improve the service efficiency of such a service system, and to develop a model to measure the relative service efficiency for this kind of systems is mainly focused by this research. The proposed relative service efficiency can exclude the uncontrollable factors (inherent differences) among those service systems, such as the location, the service objects, the organizational (service) goal, and the scale of the organization. The performances of the leaders in an organization have to be evaluat