CAJ | 학술논문

使用Arena仿真软件,对某仓码公司客户服务中心单证处理流程进行仿真、分析和优化。使用Arena的Create模块中内置功能可生成非稳态泊松到达过程,建立M/M/s排队模型仿真现有流程。仿真结果表明：人员配置过多导致人员利用率低下。对此,提出了裁减冗余人员、合并窗口和动态排班等改进措施。实验结果证明：改进后的系统能够在人员投入减少60%的情况下,仍然为客户提供满意的服务。
사용Arena방진연건,대모창마공사객호복무중심단증처리류정진행방진、분석화우화。사용Arena적Create모괴중내치공능가생성비은태박송도체과정,건립M/M/s배대모형방진현유류정。방진결과표명：인원배치과다도치인원이용솔저하。대차,제출료재감용여인원、합병창구화동태배반등개진조시。실험결과증명：개진후적계통능구재인원투입감소60%적정황하,잉연위객호제공만의적복무。
Document processing in a logistics company can be seen as a queuing system.With this observation,aiming at the process optimization,an M/M/s queuing simulation system is developed based on Arena.In this system,nonstationary Poisson arrival process can be well simulated by using the built-in tools in the Create module of Arena.With simulation,suggestion is made to cut down the redundant staff,adjust the number of service windows,and increase productivity by dynamic scheduling.In this way,the improved system provides satisfactory customer service with 60 percent of staff reduction,a significant improvement.