服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_13 Capacity_new.docVIP

Chapter 13 Capacity Planning and Queuing Models Chapter 13 Capacity Planning and Queuing Models PAGE 242 PAGE 223 222 CHAPTER 13 CAPACITY PLANNING AND QUEUING MODELS TEACHING NOTE In this chapter we address the challenges of capacity planning for services and the strategic role of capacity planning. An early example of na?ve capacity planning is shown later in the chapter to be inadequate for services because the queuing aspect of service systems is ignored. The most useful of the analytical queuing models are developed next with examples. These models are used to gain insights and better