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.

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

موضوعات

عنوان مقاله [English]

Proposing a Model for Analyzing and Improving a Service System through Queue Theory and Simulation Approach (Case: Hamedan Power Company)

نویسندگان [English]

  • Peyman Zandi 1
  • Mohammad Rahmani 2
  • Parham Azimi 3
1 Master’s Degree Graduated, Allameh Tabatabai University.
2 Assistant Professor, Bu Ali Sina University.
3 Associate Professor, Islamic Azad University, Qazvin Branch.
چکیده [English]

It’s evident that waiting in a queue is not desirable. Nevertheless, reducing the waiting time will be costly. In order to enhance the efficiency and improve the performance of a system, there are some solutions that result in reductions in the response time and enhancement in user satisfaction. Among all, the simulation approach does not deliver a real optimal solution but provides a description of the events that take place under certain conditions in the system. Through such a model, the decision-maker can investigate system improvements via scenario analysis. This study aims to analyze a system’s behavior through queue modeling, simulation, and statistical analysis. The case under study was a service system i.e. the financial department of Hamedan Power Company. This system was modeled and analyzed via the ED software, version 8.1. Thereby, improving changes were foreseen and statistically analyzed. Findings on the proposed scenario show a significant reduction in the total waiting time of this system. Based on this scenario, it was proposed that three personnel – via a training program – serve all the three customer types (A, B, & C). In this way, the model format changed. Almost 60 seconds of each customer’s time was saved thereby. Hence the workflow can be changed through interventions such as developing some training programs.

کلیدواژه‌ها [English]

  • Services Management
  • Simulation
  • Queue theory
  • ED Software

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