等候線系統人員配置與定價模式之研究

Pricing and resource allocation of a queueing service system

嚴崇銘(Chung-Ming Yan)

指導教授 ： 張國華

中原大學/工學院/工業工程研究所/碩士(2001年)

https://doi.org/10.6840/cycu200100340

摘要

由於近年來服務業的蓬勃發展，企業的經營也朝向全球化來邁進，於是，在激烈的競爭之下，唯有能夠提供高品質產品的企業才能受到消費者的青睞。所以對於服務的提供者而言，最重要的事莫過於提升服務項目的品質，以滿足顧客之需求，進而獲得更大的利潤。然而，往往在提升品質的同時，經營者相對的必須付出更多的成本來應應。
本論文考慮一個忙碌的服務系統在服務人員數及以資源固定不變下，尋找一種定價機制，可以使得系統利潤提升。另一方面還能滿足對顧客的服務品質。在顧客群中其實潛在有許多的顧客他們願意付出多一點的錢來換取「快速的服務」，我們可以稱之為貴賓顧客，而其餘願意等待的顧客，稱為一般顧客。所以在系統之中，設計一付費機制，並給予這些額外付費的貴賓顧客更高的服務優先性，我們可以藉由保留一些服務專員來防止貴賓顧客流失。當然，貴賓顧客也有可能遭遇到因所有專員皆忙碌的情形而流失，這時系統將可藉由不退費、退部份費用或全退的方式(Refund)作為對貴賓顧客的保障。本論文將顧客之流失率當作為對顧客之服務品質，並探討四種不同的付費機制其如何決定服務的定價、退回的金額、保留的專員數目、臨時專員數目以及決定過程中所衍生出的等候線系統。用此等候線系統模式加以觀察，以數值分析之方法在給定服務水準之下，求其可獲最大利潤的參數組合。並以實例驗證之。

關鍵字

退費 ； 彈性服務系統 ； 快速服務 ； 付費機制 ； 等候線系統

並列摘要

Under the highly competitive business circumstances, only the enterprise providing the high quality service(products) can be favored by consumers. Therefore, the most important thing to the system administrator is how to attract customers and improve the quality of service for meeting the requirements of the attracted customers.

Usually, the system administrator wants to maximize net profits and the utilization of the servers and the system. But it is an extremely difficult challenge for the system administrator to have the customer enjoy the reasonable service while the system also can gain more profit under the limited capacity resource. For some system, there are some potential customers willing to pay more money for the "express service" in some queueing service system. Therefore, in the busy system, if the system with such pricing mechanism may induce more high-profit VIP customers and may utilize the service resource more efficiently.

We consider a finite-capacity and multi-servers queueing service system(flexible servers and temporary servers). And we assume that the system can reserve a certain number of servers to serves VIP customers and prevent the VIP customers from losing. But the VIP customers can still be lost when all reserved servers are busy(this cause balking). However, the system may promise to refund some fund for the lost VIP customers. The refund can be regarded as a compensation to the customer for the unwilling loss. This may attract more ordinary customers to become VIP customers. In this way, the system also may lower the employee's utilization and alleviate their pressure. Finally, the system implementing this pricing mechanism can increase benefits along with the customers.

In this study, we discuss the problem of how to decide the price, refund for the express service and discuss the problem of the allocations of the servers in order to maximize the total profit for the given quality of services.

並列關鍵字

express service ； fexible server ； Queueing ； refund. ； pricing mechanism

參考文獻

[1] John N. Daigle and Nikhil Jain, "A queueing system with two arrival streams

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[5] H. Mendelson, "Pricing computer services: Queueing effects", Communication