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超市收银台结账等待时间的长短是顾客满意度的决定要素之一。超市增加收银台开放的数量,虽然能大大减少顾客结账的等待时间,但也会增加收银服务人员。因此,超市服务台开放数量应根据即时顾客到达数灵活设置。以杭州市物美超市(文泽路店)收银台服务系统实际服务时间为基本数据,运用Ar ena仿真分析软件进行仿真实验,并分析相应的灵敏度,得出顾客数与服务台开放数的最佳比例,从而为超市对收银员合理排班、提高人力资源利用率、减少顾客结账等待时间,提供决策支持。
The length of checkout waiting time at the supermarket checkout counter is one of the decisive factors for customer satisfaction. Increasing the number of supermarket cashier opening, although it can greatly reduce the waiting time for customer checkout, but also increase the cashier service staff. Therefore, the number of supermarket service desk opening should be based on the number of instant customer arrival flexible settings. Taking the actual service time of cashier service system of Hangzhou Wumart Store (Wenze Road Branch) as the basic data, the simulation experiment was carried out by using Arnea simulation analysis software, and the corresponding sensitivity was analyzed to find out the optimal number of customers and the number of open service counters Ratio, so that the supermarket cashier reasonable scheduling, improve human resource utilization, reduce customer waiting time for closing, to provide decision support.