毕业论文外文摘要

Title Supermarket cashier system optimization based on queuing theory Abstract The 21st century, large supermarket replaced the traditional life supplies sales model walked into our life, brings us great convenience. But because of China's supermarket industry development is not mature enough, a variety of reasons caused the supermarket line crowded phenomenon, often there will be a customer queue is too long or spare time a lot of problems. Aiming at JX royal blue bay scene store supermarket cashier line up to improve the service system optimization. First, the queuing theory and related theory knowledge, the more the front desk waiting for M/M/n/up/up queuing theory model are described. Secondly research for JX supermarket customer arrival time and customer service time of data, and analyze the raw data into the queuing theory model, calculate the required target parameter, in each period to determine the working days and holidays the optimal number of JX supermarket open the cash register. Then using the simulation software Flexsim cashier line service system for the simulation demonstrate the feasibility of optimization of open the register number. And on this basis, the basic process of cashier is optimized, the last of JX supermarket development Suggestions are put forward. Keywords：Supermarket cashier Queuing theory Simulation Sptimization

目 录

1 绪论 .................................................................................................................................... 1

1.1 研究背景 .................................................................................................................................... 1

1.2 研究目的和意义 ........................................................................................................................ 1

1.2.1 研究目的 ........................................................................................................................ 1 1.2.2 研究意义 ........................................................................................................................ 2 1.3国内外研究现状 ......................................................................................................................... 2

1.3.1 国外研究现状 ................................................................................................................ 2 1.3.2 国内研究现状 ................................................................................................................ 2 1.4论文结构 ..................................................................................................................................... 3

2 文献综述 ............................................................................................................................ 4

2.1 排队 ............................................................................................................................................ 4

2.1.1 排队论 ............................................................................................................................ 4 2.1.2 排队系统 ........................................................................................................................ 4 2.1.3 排队系统的基本概念及符号表示 ................................................................................ 6 2.1.4排队系统的常用分布 ..................................................................................................... 7 2.1.5多服务台排队模型 ......................................................................................................... 8 2.2 排队问题的仿真 ........................................................................................................................ 9

2.2.1 离散事件系统仿真 ........................................................................................................ 9 2.2.2 Flexsim 软件介绍 ........................................................................................................ 9 2.2.3 Flexsim软件可以解决的问题 ..................................................................................... 9 2.3 5W1H和ECES技术 ................................................................................... 错误！未定义书签。

3 超市收银排队模型的建立 .............................................................................................. 10

3.1 现状描述及模型假设 .............................................................................................................. 10

3.1.1 JX 超市现状描述 ........................................................................................................ 10 3.1.2 模型假设 ...................................................................................................................... 10 3.2 数据采集 .................................................................................................................................. 11 3.2.1 原始数据 .............................................................................................................................. 11

3.2.2 顾客到达情况研究 ...................................................................................................... 12 3.2.3 顾客服务时间研究 ...................................................................................................... 14 3.2.4 超市收银系统排队模型 .............................................................................................. 14 3.2.5 指标计算 ...................................................................................................................... 15 3.2.5 JX超市各时段收银台数目优化 ................................................................................. 16

4 收银排队优化结果仿真 .................................................................................................. 19

5 其他优化建议 .................................................................................................................. 22

5.1 收银流程优化 .......................................................................................................................... 22

5.2 收银台周边布局改进 .............................................................................................................. 24 5.3对JX超市的发展建议 ........................................................................................................... 25

结 论 .................................................................................................................................. 26 参 考 文 献 ........................................................................................ 错误！未定义书签。 致 谢 .................................................................................................................................. 30

1 绪论

1.1 研究背景

随着我国社会经济的稳步发展，超市行业也快速发展。从大型连锁超市到居民区便利店，超市遍布我国城乡的各个角落，给我们的生活带来了十分的方便，成为了每个居民购物必不可少的一个环节。超市影响着我们日常生活的各个方面，关系着国民生活水平问题。在此环境下，各个超市的竞争也尤为激烈，因此超市的客户体验就显得尤为重要。然而超市的收银系统作为超市购物的终端环节，成为了超市营销的重要因素。收银系统的服务水平将影响到消费者的顾客体验，决定了顾客对超市的整体印象，制约了超市的销售额和运营水平。因此，优化超市收银系统，提高服务质量是提高超市核心竞争力的必要条件。

零售业作为一个客流量大的行业，收银系统的排队问题普遍存在。缓解排队问题成为了零售业管理者的一大难题。在二十一世纪的今天，生活节奏越来越快，很多顾客都不能容忍漫长的等待。超市作为零售业的代表，排队现象尤为突出，我们经常会观察到这样的情况，许多顾客挑选完物品后准备结账时看到收银台排起的长队，会直接放下商品终止交易进行。即使有些人可以接受排队付款，过长的队长和长时间等待仍然会激发顾客的不满情绪，对超市整体的服务水平产生质疑。在超市系统中，顾客到达和付款行为都是随机的，如果收银台设置太少，会造成较长时间的等待，使顾客产生不满情绪影响超市的长期经营，制约超市的发展；另一方面，如果收银台设置过多，虽然缓解了超市收银排队现象，但是会增加收银台空闲的机率，提高经营成本。因此，对于超市的决策者来说，对超市综合规划布局，合理设置收银台数量，整合收银流程，通过收银系统优化解决顾客付款过程中的排队等待问题，显得十分重要。

1.2 研究目的和意义

1.2.1 研究目的