服務業人員排班方案評估之研究

莊碩平

指導教授 ： 顧志遠

元智大學/工程學院/工業工程與管理學系/碩士(1997年)

摘要

服務是一種心性式的表現，如果一個排班方案不能滿足員工真正的需求將
會導致員工心生怨懟，有意無意的便會把這種情緒表現在工作上。所以現
今的服務業排班設計必須考量業者需求、社會功能、員工意願與員工的健
康安全等因素。然而實際上在許多專家學者提出各種的排班方案時，都是
以經營業者的觀點考量找出一個最低成本的排班方案，忽視實際服務員工
的感受而影響在工作時的服務品質，那麼到底何種排班方案是既符合業者
需求且滿足員工需求呢？
本研究是將電子傳訊業各個人員排班方案給予整體量化評估之研究，對
於每一個排班方案由服務人員、業者和社會功能等不同的角度作評估，以
選出大家所期望最佳的排班方案。本研究針對目前現有的各種排班方式的
分析與文獻作一整理，使用三角模糊函數的觀念來篩選評估準則，且整理
目前現有的各種評估方法，並分析其適用情形和優、缺點。
以AHP法給予權重，建立整體性量化的評估架構。並引進模糊數中聚類分
析作為群體架構的決定。引用HCA方法妥協不同觀點的權重而得到一致性
的結果，再以問卷的方式由群體評分人員，針對各方案在妥協後的評估準
則下的表現作評分來表達心中的評價。本研究中群體受訪者以區間值（模
糊數）來表達心中的評價，最後將各方案的各項評估準則的權重乘以各項
的評分後加總起來，則各方案的加總值愈大者其方案愈佳，亦即為最適合
勞資方與顧客全體的排班方案。

關鍵字

三角糢糊函數 ； a截集 ； 糢糊聚類 ； 層級分析法

並列摘要

Service is emotional expression.If a schedule cannot satisfy the
employees,it may cause employees showing unwillingness and
discontent during the work.Thus, we have to consider the need of
employer,social function,the will of employees and the safety
consideration of employees to design a schedule for the service
industry. In fact,most of the schedule projects proposed by
experts are not focus on how employees feel, which may cause the
great influence of the service quality,but the management point
of view and minimum operating cost.What kind of schedule
projects can not only meet the requirements of owners but also
satisfy the needs of employees?

The purpose of this study is to propose a sound solution of
schedule project for electronic communication industry by
quantifying the evaluation result in every aspect including the
point of view of employee,business owner and even social
function.By categorizing and analyzing related research papers a
nd using the concept of triangular fuzzy numbers as the
evaluation and selection tool,we evaluated all the commonly
used schedule methods and compared their merits and demerits.

In order to find out the best solution,we used the AHP weighting
method to construct the evaluation structure and employed the
hierarchy evaluation as the decision making method of the
structure.By using the HCA method to compromise the weightings
causing by different pinot of views,we got the very consistent
results.Furthermore,by using the questionaire,we got the
evaluation result from interviewees.The interviewee presented
his evaluation result by fuzzy numbers.The result was multiplied
by the weighting then sum up.The larger the sum up result,the
better the schedule method.

並列關鍵字

triangular fuzzy numbers ； a-cut ； hierarchy evaluation ； AHP ； HCA

參考文獻

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