國際航空運輸協會(IATA)表示,依目前全球金融景氣來看,全球航空公司2009年虧損金額可能從90億美元修正為110億美元,而亞太地區航空公司虧損可能達到36億美元。隨著航空市場經營環境之丕變,航空公司本身亦必須調整其經營方式;而其中人員配置效率的議題,可減少公司營運成本,為一值得深入進行分析探討之研究課題。 航空公司櫃檯服務人員為第一線的旅客服務人員,其服務態度與人員配置效率攸關公司之服務品質與旅客對公司的第一印象。而良好的櫃檯人員指派系統,不僅可取代航空公司工作人員費時耗力的人工指派方式,亦可有效的運用櫃檯人力資源,提高櫃檯作業效率,降低航空公司之人事開銷,同時亦可以提升旅客服務之滿意度。 本研究就航空業者立場,以總成本最小化為目標,建構出航空公司整合班表微調下之櫃檯服務人員營運模式,並以數學規劃軟體OPL為模式輸入介面,運用CPLEX求解引擎進行模式求解。最後,本研究以國內高雄小港國際機場之航空公司櫃檯服務人員營運狀況為研究對象,進行模式建立、實驗設計與實証分析工作,最後並提出本研究之結論與建議。
International Air Transport Association (IATA) said that under the current global financial economy, the global airlines losses in 2009 may be revised to 11 billion U.S. dollars from 9 billion U.S. dollars, while the Asia-Pacific regional airlines losses may reach 3.6 billion. With the markets of aviation are radically changing business environment, the airlines themselves have to adjust their mode of operation; while the issues of efficiency of allocating manpower, can reduce operating cost, so it is worth exploring in depth analysis. Airline counter staff as the first line personnel of passenger service, and their service attitude and efficiency of personnel allocation is often concerned with company service quality and passenger's first impression to this company. And excellent counter assignment will be not only to replace time-consuming of manpower assignment, but also to improve the utilization rate of manpower, advance operational efficiency of counter, and reduce the personnel cost of airlines, at the same time, can improve level of service to passengers. As aviation operator’s opinion, to use the minimize cost as an objective and establish operational model of airport counter staff, meanwhile, mathematical programming software OPL as a model input interface, and using the CPLEX software to solve the model. Finally, the study’s objective is focus on the counter staff operational data of an Kaohsiung international airport, with timetable fine adjustment integrating to execute model building, design of experiment and analysis of sensitivity, lastly, we proposed conclusions and recommendations of this study.