- 學位論文
以數學規劃解決餐廳人員的排班問題 - 考慮工作支援與延遲服務的影響
Solving Restaurant Staff Scheduling Problems, with Job Supporting and Service Delays by Mathematical Programming
摘要
隨著台灣餐飲業市場持續成長，不僅開餐廳創業的人也越來越多，大型餐廳業者也不斷的藉由連鎖加盟的方式拓展其市場版圖，在競爭者眾多的情況下，各家餐廳除了提供美味的餐點外，也開始注重服務帶給顧客的用餐體驗，然而不論是製作餐點或是提供服務，皆需要人員的親力親為，也因此人事成本約佔餐廳經營的總成本的30%~40%，如何控制人事成本，一直是每間餐廳業者設法解決的問題。 本研究提出一個餐廳人員排班的數學規劃模型，以最小化人事成本為目標，並考慮餐廳員工延遲服務顧客、互相支援彼此工作、調整正職與兼職人員比例等因素。此排班模型透過LINGO 9.0即能求解出最佳的人員班表與各職務所需雇用的人數。另外，本研究亦對模型中的參數進行了敏感度分析，其中發現到影響餐廳人事成本最重要的因素是員工延遲服務顧客的可能性，人事成本在其最寬鬆與最嚴苛的限制下的差異高達8.315%，而正職與兼職員工的人數比例與員工互相支援工作的限制，對人事成本的影響分別為3.065%與2.23%，此數據可供餐廳經營者在調整員工班表時的參考。
並列摘要
Taiwanese catering industry has been continuing growing. Not only people start their catering business are at highs, but also lots of larger restaurants have sustainably expanding their market territories by chain stores. Besides the quality of foods, many restaurants started to pay attention to customer dining experience when competitors in catering business are going much more. However, making food or providing service both need executing by employees themselves. Thus, approximately 30~40% of restaurant total cost is the labor costs. Every owner of restaurants should know how to control their labor costs. The research use mathematical programming to establish a restaurant labor scheduling model. The goal is to minimize total labor cost with some factors. These factors include service delay, job supporting and the ratio of part-time to full-time employees. Based on the purpose and assumption of the study, the software used in this study was Lingo 9.0, which solved optimal the number of people for each position and shifts. To show the effect of parameters, the study performed a sensitivity analysis. According to the research results, service delay is the most important factor in labor cost. The variation of labor cost from most liberal limitation to the most stringent one is 8.315%.The influence of labor cost on the ratio of part-time to full-time employees and the limitation of job supporting are respectively 3.065% and 2.23%.These statistics could be a reference to catering business.