高校餐厅服务能力仿真与优化  

Simulation and Optimization of University Canteen Service Capability

作　　者：朱丹[1] 陈丹 李雪颖 Zhu Dan;Chen Dan;Li Xueying(School of Economics&Management,Xiamen University of Technology,Xiamen,Fujian 361024,China)

机构地区：[1]厦门理工学院经济与管理学院,福建厦门361024

出　　处：《机电工程技术》2022年第7期169-174,共6页Mechanical & Electrical Engineering Technology

基　　金：2021年国家级大学生创新创业训练项目(编号:202111062023)。

摘　　要：高校餐厅在就餐高峰期的服务能力不仅影响师生的就餐体验感,也是校园群体活动有序开展的重要保障。针对存在的人流拥挤、等待时间长、就餐桌椅数量不足等问题,以厦门理工学院的某学生餐厅为例,对餐厅服务系统进行现场数据收集,运用Flexsim仿真方法建立餐厅仿真模型,通过系统仿真找出餐厅服务在点餐排队子系统、备餐子系统、用餐服务子系统等领域的服务能力瓶颈及产生原因,提出增加手机点餐方式、提供外带点餐服务、改进烹饪制作工艺、提倡“餐毕即离”的用餐文明等“软环境”因素优化策略。优化结果表明:“软环境”因素优化策略能够缓解餐厅在用餐高峰期的服务能力瓶颈,实现校园疫情防控管理与服务能力保障兼顾,并验证了通过设置不同服务子系统的差异化预期优化目标可实现餐厅整体服务效率的更优改善。The service capability of canteen in university not only affects the sense of dining experience for teachers and students,but also plays an important role for the group activities token orderly in campus.In order to resolve the problems,such as crowded staff flow,long time waiting and the shortage of dining tables and chairs,the real data of canteen service system in XMUT was collected,and a canteen simulation model was constructed by Flexsim.After operating the model,the simulation results revealed the service capability bottlenecks and its causes in queuing to order subsystem,food preparation subsystem and dining service subsystem.Based on the results,some optimization strategies of"soft environment"factors such as adding ordering channel by phone,providing take-away food service,improving the cooking technology,advocating the dining civilization of"leaving after eating"were proposed.The optimized findings show that the optimization strategies of"soft environment"factors can ease the service capability bottlenecks during the peak period,and achieve the balance between epidemic prevention management and canteen service capability.The optimized findings also reveal that setting different optimized objectives for each service subsystem can lead to a better improvement for the whole service effectiveness of canteen.

关 键 词：高校餐厅 服务能力 “软环境”因素 Flexsim仿真 

分 类 号：C931.9[经济管理—管理学] TP39[自动化与计算机技术—计算机应用技术]