【作者】 刘丹；

【导师】 耿娜；

【作者基本信息】 上海交通大学 ， 工业工程与管理， 2020， 硕士

【摘要】 随着国民经济水平的提高及健康意识的增强,定期进行健康体检的人越来越多。国内大部分体检机构仍处于传统的管理模式,工作效率低,导致了体检机构的排队问题日益严重,影响了顾客满意度。顾客调度是减少顾客等待的有效手段之一。体检服务的顾客调度主要包含顾客的预约调度与体检项目的顺序调度优化。因此,本文针对体检顾客,从预约调度及体检项目顺序调度两个方面进行研究,以减少顾客的等待时间。主要研究内容包括以下三方面:首先,针对顾客体检项目顺序调度问题,假设服务时长固定,建立了多目标混合整数规划模型,并设计了混合遗传算法进行求解。数值实验通过对比混合遗传算法、基本遗传算法以及启发式调度策略,验证了所提解决方案的有效性。其次,针对顾客体检项目顺序调度问题,假设服务时长随机,本文基于仿真优化算法的架构,结合序优化思想,将混合遗传算法作为进化策略,并通过最优计算量分配方法,形成了仿真资源的全局和自适应优化分配机制。数值实验通过将仿真优化算法的结果与不同的启发式调度规则对比,验证了所设计的仿真优化算法的有效性。最后,针对顾客预约调度问题,考虑了固定服务时长和随机服务时长两种情况。使用了多人时间槽调度规则,对每个调度批次内的顾客数量进行优化,同时安排每批次顾客的检查项目顺序。对于确定服务时长问题,本文在遗传算法的基础上提出了改进的基于交叉亲和度评价的多种群遗传算法。将多种群遗传算法的结果与混合遗传算法的结果对比,验证算法的有效性。对于随机时长问题,建立了两阶段仿真优化框架,将多种群遗传算法作为仿真优化算法的迭代策略。将算法结果与使用混合遗传算法作为迭代策略的两阶段仿真优化结果作对比,验证算法的有效性。本研究的结果不仅可以为体检机构和类似服务机构的管理者提供有效的顾客调度方法,以减少顾客等待时间,提高资源利用水平,增加体检机构的竞争力,还可以辅助体检机构管理者进行决策,增加关键项目设备或人员投入,平衡拥堵项目和非拥堵项目的服务能力,以此提高体检系统的整体服务水平。更多还原

【Abstract】 With the improvement of the national economic level and the enhancement of health awareness,more and more people take regular health examinations.Most domestic health examination institutions are still in the traditional management mode and their work efficiency is low,which has caused the queuing problem of health examination institutions to become more and more serious,which affects customer satisfaction.Customer scheduling is one of the effective means to reduce customer waiting.The customer scheduling of the health examination service mainly includes the appointment scheduling and the sequential scheduling optimization of health examination items.Therefore,this paper focuses on the health examination customers,from appointment scheduling and health examination item sequential scheduling,to reduce the customer’s waiting time.The main research content includes the following three aspects.First,for the scheduling problem of the sequence of customer health examination items,assuming that the service duration is fixed.A multi-objective mixed integer programming model is established,and a hybrid genetic algorithm is designed to solve it.Numerical experiments verify the effectiveness of the proposed solution by comparing hybrid genetic algorithm,basic genetic algorithm and heuristic scheduling strategy.Secondly,for the sequential scheduling problem of customer health examination items,assuming that the service duration is random.This paper constructs a simulation optimization algorithm,combined with the sequence optimization idea,using hybrid genetic algorithm as the evolution strategy,and through the optimal calculation allocation method,forming a global simulation resource and adaptive optimization allocation mechanism.Numerical experiments verify the effectiveness of the designed simulation optimization algorithm by comparing with different heuristic scheduling rules.Finally,for the customer appointment scheduling problem,two cases of fixed service duration and random service duration are considered.Multi-person time slot scheduling rule is used to optimize the number of customers in each scheduling batch,and at the same time the sequence of health examination items for each customers is arranged.For the fixed service duration,this paper proposes an improved multi-population genetic algorithm based on cross-affinity evaluation.The results of the multi-population genetic algorithm are compared with the results of the hybrid genetic algorithm to verify the effectiveness of the algorithm.For the problem of random service duration,a two-stage simulation optimization framework is established,and the multi-population genetic algorithm is used as the iteration strategy.The results of the algorithm are compared with the results of two-stage simulation optimization using hybrid genetic algorithm as the iterative strategy to verify the effectiveness of the algorithm.The results of this study can provide managers of health examination institutions and similar service institutions with effective customer scheduling method to reduce customer wait time,improve the level of resource utilization and increase the competitiveness of an institution.It can also assist the managers of health examination institutions to make decisions to increase the input of key project equipment or personnel,and balance the service capabilities of congested and non-congested projects,thereby improving the overall service level of the health examination system.更多还原