建设银行大厅排队模型构建及仿真;工业工程;高艳子;X年.pdfVIP

建设银行大厅排队模型构建及仿真 工业工程 高艳子 089094078 指导教师：郜振华 副教授 摘要 随着人们生活水平的提高和银行办理业务类型的增多，人们与银行之间打交 道的次数也越来越频繁，这就导致了每日到银行办理业务的人数增加。当银行的 服务能力在某一时间段不能满足顾客的需求时，就必然导致排队现象的出现。在 商业银行之间的竞争日趋激烈的环境下，在顾客对服务水平的要求越来越高的前 提下，解决银行顾客排队问题，提高顾客对服务的满意度和商业银行的竞争力， 是一个亟待解决的问题。本文针对银行顾客排队问题从理论和实证的角度分析了 其成因，并列举了一些已有的改进办法。本文重点是利用运筹学中排队论的知识 对排队现象进行研究，论证其服从的规律，并给出了对现有模型进行优化的方案， 然后Witness 仿真软件的使用，为解决银行顾客排队问题提供强有力的支撑。最 后，本文给出了另一些从理论上解决排队问题的建议。 关键词：银行排队；排队论；论证与优化；仿真模拟 第 1 页 共 55 页 Abstract With the increase of people’s living standards and the increase of bank business types,the bank and the people dealing with number are also more and more frequent, which leads to the increase in the number of daily to the bank to transact business. When the bank’s service ability can not meets the needs of customers at a time,it will inevitably cause the emergence of the queues.Under the commercial banks ’ increasingly competitive environment,and the increasingly high customer service level requirements, to solve bank customers ’ queuing problem ,to improve customers’ service satisfication and the compititiveness of the commercial banks,is a desiderated problem to be solved. For bank customers queuing problem from the point of both theoretical and empirical,this article analysed its causes and listed some of the existing improvement measures.The focus of this article is to use the knowledge of queuing theory to reserch the phenomenon of queueing, and to prove its discipline ,also it gives the optimization schemes of the model now. Then the using of Witness simulation software provide a strong support to queuing problem’s solution of the bank. At last, the article gives another solutions of the queue