摘要摘要电信营业厅顾客排队是一个常见的现象。为了提高顾客满意度并为实现电信企业转型提供保障，必须解决好这个问题。而解决该问题的基本目标是平稳波动的顾客需求与电信营业厅有限的服务能力之间的矛盾。本文基于排队论和需求管理的理论，在前期对CD电信营业厅进行资料收集和对顾客进行问卷调查、访谈的基础上，对数据进行统计分析来反映目前CD电信营业厅排队现状。之后，从顾客角度出发，分析了造成CD电信营业厅排队问题的原因，进而从缴费类型和对时间与价格敏感度两个角度对顾客的需求进行了分析。在此基础上，笔者提出三种基于需求管理的解决电信营业厅排队问题的措施：一是分流顾客；二是分号停机；三是促进非高峰期需求。关键字：排队论，需求管理，电信营业厅IABSTRACTABSTRACTThequeuephenomenoninthetelecomofficesisanormalissue.Toimprovethecustomers’satisfactionandtosupportthecompanychanging,weshouldsolvethisproblemproperly.Thebasicgoaltoresolvequeueproblemistheappropriatetradeoffbetweenthecustomers’wavydemandandthetelecomoffices’limitedservicecapability.Thispaperisbasedonthequeuingtheoryanddemandmanagementtheory.Andbasedonthedatacollectionandcustomersurveyandinterview,theauthorusessomestatisticalmethodstoreflecttheactuality.Thentheauthorfindsthereasonofqueuingintelecomofficefromcustomers’view.Furthermore,theauthoranalysestherealdemandofthecustomersbysortingthemintotypesofpayingandtimeandpricesensitivity.Tofollowup,threesolutionshadbeenbroughtforward:firstly,distributingthecustomers;secondly,stoppingphonebydifferentnumber;lastly,promotingthedemandduringthenon-fastidious.KeyWords:queuingtheory,demandmanagement,telecomofficesII目录目录第1章引言.........................................................11.1选题背景.........................................................11.2研究目标和意义...................................................11.3研究思路.........................................................1第2章研究的理论基础...............................................22.1排队论...........................................................2第3章CD电信营业厅排队问题现状....................................33.1现状概述.........................................................3第4章CD电信营业厅排队问题的原因分析..............................4第5章基于需求管理的CD电信营业厅排队优化措施......................55.1顾客的需求分析...................................................55.1.1两类缴费顾客的对比.............................................55.1.2顾客对时间和价格的敏感度分析...................................55.2基于需求管理的优化措施...........................................65.2.1分流顾客.......................................................65.2.2分号停机.......................................................65.2.3促进非高峰期需求...............................................95.3优化实施后的排队模型.............................................9参考文献............................................................10致谢................................................................12附录................................................................13附录一：06年11月CD电信新华营业厅日缴费顾客半小时到达数据..........13附录二：顾客调查问卷................................................13附录三：仿真分号停机策略的MATLAB程序命令...........................13附录四：分号停机策略实施前后日缴费顾客数量对比表....................13外文资料原文........................................................14译文...........................
