服務容量過預約上限政策訂定之研究

The Determination of Overbooking Policy Setting Under Constrained Capacity

陳曉晴(Hsiao-Ching Chen)

指導教授 ： 顧志遠博士

元智大學/工程學院/工業工程與管理學系/碩士(1997年)

摘要

服務業是近代興起最重要的產業之一，而由於服務容量有限的特性，利用
率管理系統是產業為了提高經營效率所經常使用的方法。在該系統中，過
預約上限政策的訂定是管理產能的一項主要方式。基於國內對於這方面的
研究並不多，本研究在此將建立一完整的決策系統提供給相關產業在經營
管理上的參考。在此決策系統中主要分為模式的建立和政策的評估兩部份
。前者在已知顧客屢約出現的分配情形是二項分配函數的前提下，建立起
過預約上限政策訂定的模式。模式中包括了顧客出現機率、單一以及兩種
服務等級等三部分分別作探討。繼而再以評估多目標決策中，經常被使用
到的層級分析法(A.H.P.)作為評估各種政策組合綜效的工具，讓管理者能
從不同層面衡量政策的影響，以訂定出最合乎企業需求的理想政策。

關鍵字

有限服務容量 ； 利用率管理 ； 過預約上限政策 ； 二項分配 ； 層級分析法

並列摘要

AS THE CHARACTERISTIC OF CONSTRAINED CAPACITY IN THE SERVICE
INDUSTRY, YIELD MANAGEMENT SYSTEM (YMS) IS ONE OF THE MOST
COMMON AND EFFICIENT METHODS FOR MANAGING SERVICE SECTOR.
Overbooking policy setting is the key for controlling capacity
in YMS. Since this management procedure is still in its very
early STAGES in Taiwan, this research provides a completed
decision-making system for any related business. This decision-
making system contains two sections: model development and
policy evaluation. The model development constructs the
procedure of overbooking policy setting based on the binomial
distribution assumption for customer presence. There are three
main discussions in this model including the probability of
customer presence, the single service level capacity and the
capacity with two service levels. Furthermore, the Analytic
Hierarchy Process (AHP) is applied for optimizing the multi-
objective decision analysis. Therefore, the manager will be
able to determine the optimal solution by considering all of
the effects of various policies.

並列關鍵字

Constrained Capacity ； Yield Management ； Overbooking Policy ； Binomial Distribution ； Analytic Hierarchy Process

參考文獻

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