基于Petri网的前台业务流程建模及优化分析  

Optimization Analysis of Front Desk Business Process Based on Petri Net

作　　者：林逢润 方欢 LIN Fengrun;FANG Huan(School of Mathematics and Big Data,Anhui University of Science and Technology,Huainan Anhui 232001,China)

机构地区：[1]安徽理工大学数学与大数据学院,安徽淮南232001

出　　处：《重庆科技学院学报（自然科学版）》2021年第1期82-86,共5页Journal of Chongqing University of Science and Technology：Natural Sciences Edition

基　　金：国家自然科学基金项目“基于Petri网行为轮廓的业务流程交互下变化域传播机理及控制方法研究”(61572035),“业务流程系统变元片段的日志检测与挖掘方法研究”(61902002)。

摘　　要：在采用挂号排队的前台业务流程中,被叫到挂号的客户如果已经离开,前台工作人员按流程会等到限定的时间结束后再依序叫下一个客户的挂号,因此会额外增加服务窗口的闲置时间和后续客户的等待时间。针对此现象,建立基于Petri网的挂号及叫号流程模型,并通过增加相关的结构变迁和库所,引入挂号取消系统、信息系统、挂号分类和信誉制度,对流程模型进行优化。仿真实验和测试结果表明,优化后的模型可以有效约束客户的不良行为,减少窗口闲置和客户等待时间,提高前台工作效率。In the front desk business process in which registered queuing is used,if the registered customer has left,the front desk staff will wait until the end of the limited time before calling the next customer’s registration in order,which leads to additional service window idle time and subsequent customer waiting time. Aiming at this phenomenon,the registration and call process model based on Petri network is established,and the process model is optimized by adding related structural changes and libraries,including registration cancellation system,information system,registration classification and reputation system. Simulation experiments and test results show that the optimized model can effectively restrain the bad behavior of customers,reduce window idle and customer waiting time,and improve the efficiency of foreground work.

关 键 词：服务窗口 挂号排队 流程模型 PETRI网 行为轮廓 

分 类 号：TP391.9[自动化与计算机技术—计算机应用技术]