【作者】 严良； 潘燕春； 陈智民； 周明； 徐龙飞；

【Author】 Liang YAN,Yanchun PAN,Zhimin CHEN,Ming ZHOU,Longfei XU College of Management,Shenzhen University,Shenzhen,China,518060

【机构】 深圳大学管理学院；

【摘要】 大型超市收银效率的高低将直接影响顾客消费体验和服务水平。尽管目前已有文献分别研究超市收银排班和流程优化问题,但很少将二者结合起来一同考虑,把顾客随机到达率的波动纳入其中并应用于实际超市则更为罕见。本文以人人乐超市深圳学府店为案例,通过实地调研收集一手数据,采用系统仿真方法构建模型,对超市的收银排班和收银流程进行分析与改善,从而拓展现有理论研究,为相关实践提供借鉴。更多还原

【Abstract】 The effectiveness and efficiency of supermarket cashiers have significant impact on customer satisfaction and service level.Current research focuses either on scheduling system or process optimization.Few studies consider both at the same time.Studies based on real-life application for analyzing and improving the queuing performance of supermarket cashiers was rarely seen among the current literature.This paper reports a case study on Shenzhen Renrenle supermarket.First-hand data were collected through a week-long onsite survey.Simulation is used to model the supermarket queuing system.The schedule and processes of cashiers are optimized via simulation experiments and analysis.The results showed a successful application of simulation on supermarket cashiers,which made a contribution that enrich relevant study in the field.更多还原