規劃等候系統時各設計方案之效益評比

Abstract

在一般等候系統中，管理者除了想知道不同的顧客到達速率及服務人員服務速率所產生的顧客平均等候時間和系統平均的等候人數之外，更希望可以從顧客等候的機會成本、等候空間的設置成本、服務員的人事成本進一步考量整個系統應該如何規劃設計，運作起來才會有效率。本研究將資料包絡分析模型做一個事前的應用，規劃設計一個具有雙重服務速率的M/M/1等候系統，並從所有設計出來的可行方案中，選出較佳的方案，提供管理者參考。

The set of problems is aimed to a M/M/1 queue system with bi-level changeable service rates. The design parameters for the system could have average waiting time, the expected number of customers in queuing, mean arrival rate and mean service rate, etc. In the general queuing system, managers design a system may also considering opportunity cost of customer waiting, set-up cost of waiting spaces, and attendants’ payoff. This research will use data envelopment analysis model as a prior application to design the queuing system, confer the weight of each parameter, and choose several suitable plans from the entire designed and workable plans.