基于瓶颈模型的服务系统服务台配置分析  

The analysis of service station allocation in the service system based on bottleneck model

作　　者：吴劲草[1,2] 谭政[1,2] 

机构地区：[1]西安交通大学管理学院 [2]西安交通大学管理教学实验中心(国家级实验教学示范中心)过程控制与效率工程教育部重点实验室,陕西西安710049

出　　处：《西安工程大学学报》2013年第4期495-500,共6页Journal of Xi’an Polytechnic University

基　　金：国家自然科学基金资助项目(71071126)

摘　　要：为了提供一套服务系统中评价、优化服务台配置的系统方法,使用制造系统中成熟的方法和工具,构建了解决服务系统配置的规范流程.以门诊内科系统为例说明整个过程,主要步骤包括:通过流程分析构建出系统的GERT模型;通过解析方法不断识别系统中的瓶颈,进而消除瓶颈从而得出初步方案;通过对多级系统的仿真分析,求解系统的顾客服务水平并且识别改进对象从而不断优化,最终提供满意的决策方案.The service station allocation,which directly decides the service level and operational cost,is very important to a servicesystem.It is necessary for the decision makers to evaluate and optimize the service systems.The structured process to solve service station allocation problems was depicted explicitly,taking a medicine clinic system as an example to illustrate the whole processes.The major processes include：construct the GERT model of the system by process analysis,get an initial solution through constantly identifying the bottleneck in the system and then eliminating them,evaluate the service level of the systems and identify objects need improvement,then optimize them constantly by simulation analysis,and eventually a satisfying solution was achieved.

关 键 词：GERT模型 瓶颈模型 灵敏性分析 仿真优化 

分 类 号：C936[经济管理—管理学] F224.34