Service Time Modification and Capacity Planning with Service Interruptions in a Service System

CHUR > College of Management > Industrial Management > Seminar Papers > Item 987654321/28208

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Title:	Service Time Modification and Capacity Planning with Service Interruptions in a Service System
Authors:	杜瑩美 Tu, Ying Mei
Contributors:	工業管理學系 Industrial Management
Keywords:	服務系統失效;顧客滿意度;產能規劃;等候理論 Service interruptions;Customer Satisfaction;Capacity planning;Queuing Theory
Date:	2011
Issue Date:	2014-06-26 23:52:28 (UTC+8)
Abstract:	在服務系統當中，顧客等候服務的時間不但直接影響顧客滿意度，更影響企業的獲利能力，可說是最關鍵的系統績效指標。因此，如何準確地計算服務系統的顧客等候時間，將會是作業管理上極其關鍵的一環。在過去文獻中明白的指出，等候理論無論在等候時間計算亦或是產能規劃上都是一個實用且準確的工具。傳統的等候模型並未考慮服務系統中斷或失效的問題，然而，服務系統失效為系統變異最主要的來源，缺乏考慮此項因子，將致使計算的準確度降低。過去雖然有學者嘗試將服務系統失效問題以工作站可用率加以解決，然而，此種修正方式在生產系統中因為服務中 There has been a burgeoning of literatures revealed that customer waiting is a key performance index of a service system, which is directly linked to customer satisfaction and the profitability of an organization. Therefore, an accurate customer waiting e
Appears in Collections:	[Industrial Management] Seminar Papers

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