ارائه الگوی تجزیه و تحلیل و بهبود سیستم خدماتی با استفاده از تئوری صف و رویکرد شبیه سازی )مورد مطالعه: واحد مالی سازمان آب همدان)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانش‌آموخته کارشناسی ارشد، دانشگاه علامه طباطبائی.

2 استادیار، دانشگاه بوعلی سینا.

3 دانشیار، دانشگاه آزاد اسلامی، واحد قزوین.

10.52547/jimp.11.2.67

چکیده

در سیستم خدمات، افراد علاقه ندارند که برای دریافت خدمات در صف منتظر بمانند. برای افزایش کارایی و بهبود عملکرد سیستم می توان از شبیه­‌سازی کمک گرفت. شبیه­‌سازی توصیفی از رویداد­های جاری در سیستم را ارائه می‌­دهد. در این پژوهش با ارائه الگوی مدل­سازی صف یک سیستم خدماتی به کمک نرم‌­افزار ED نسخه 8.1، رفتار سیستم واحد مالی سازمان آب همدان شبیه­‌سازی و تجزیه­‌و­تحلیل شده است؛ سپس با انتخاب کم‌­هزینه‌­ترین سناریو، بهبودها پیش­بینی شده است. عناصر مدل نیز تجزیه و تحلیل آماری شده و بدین ترتیب پایداری روش از نظر پایایی و روایی نشان داده شده است. نتایج سناریوی پیشنهادی تفاوت معناداری را در کاهش زمان انتظار کل سیستم نشان می­دهد. در سناریو تقسیم کار با ایجاد همکاری بین خدمت­‌دهندگان می­‌توان زمان انتظار کل مراجعه‌­کنندگان سیستم را کم کرد. طبق این سناریو تصمیم بر این شد که با آموزش هر سه کارمند آن­ها را توانمند ساخت تا هر سه بتوانند به هر سه نوع رجوع­کننده A و B و C خدمت‌­رسانی کنند. به این ترتیب شکل مدل تغییر پیدا کرد. در نتیجۀ راهکار پیشنهادی، به­‌طور میانگین تقریبا 60 ثانیه در وقت هر مراجعه­‌کننده صرفـه‌­جویی می‌شود. پس می‌­توان با تدابیر ممکن و تدوین برنامه آموزشی جریان کار را بهبود داد.

کلیدواژه‌ها

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