Uporaba teorije množične strežbe pri organiziranju servisne dejavnosti

Pavlič, Gregor (author), Žerovnik, Janez (mentor), Kušar, Janez (comentor)

V diplomski nalogi smo za servis gospodarskih vozil višjega cenovnega razreda poizkušali izboljšati povprečni čakalni čas stranke za opravljanje servisa. Na podlagi obstoječih teorij množične strežbe, ki so predstavljene v drugem poglavju, smo izbrali najprimernejša modela za naš primer, to sta model M/M/1 z omejenim prostorom za čakanje in model M/M/r z omejenim prostorom za čakanje. S pomočjo teh modelov smo izračunali karakteristike sistema, med katerimi so najpomembnejše povprečni čas čakanja v vrsti, verjetnost, da stranki ne bo potrebno čakati v vrsti, povprečno število vozil v sistemu. Na uporabljenem primeru smo ugotovili preobremenjenost servisa, ki se je kazala v predolgem čakalnem času. Kot rešitev smo predlagali uvedbo dvoizmenskega delavnika, ki se je izkazala za najboljšo rešitev, saj smo obstoječe stanje izboljšali za več kot polovico.

• Language: Slovenian
• Keywords: množična strežba, model M/M/1 z omejenim prostorom za čakanje, model M/M/r z omejenim prostorom za čakanje, organizacija servisne dejavnosti, servis gospodarskih vozil
• Work type: Bachelor thesis/paper
• Organization: FS - Faculty of Mechanical Engineering
• Year: 2018
• PID: 20.500.12556/RUL-100779
• Publication date in RUL: 14.04.2018

Secondary language

• Language: English
• Title: The application of queuing theory when organizing service activities

Abstract

The aim of the case study based Bachelor’s thesis was to improve the customer’s average waiting time in an automotive service for commercial vehicles of a higher price range. Based on the existing queuing theory which are described in section 2 the most appropriate models were chosen for the task – the model M/M/1 with limited waiting space and the model M/M/r with limited waiting space. The system characteristics were computed with the help of the models. Among the characteristics the most important were average waiting time in the queue, the probability that a customer will not have to wait in the queue, and the average number of vehicles in the system. The case study revealed that the automotive service was overloaded with work which resulted in overproportional waiting times. The introduction of two-shift workday was proposed as the best possible solution as it resulted in the improvement of the existing situation by more than a half.

• Keywords: queuing theory, model M/M/1 with limited waiting space, model M/M/r with limited waiting space, organization of service activities, service of commercial vehicles