摘要
结合K汽车餐厅实际情况,运用IE(Industrial Engineering,工业工程)理论分析其服务流程的主要问题进行了工作分析,调整了员工工作时间及内容,降低了瓶颈工序的服务时间。在WITNESS环境下,通过建立服务流程仿真模型的仿真试验比较了改善前后的方案,给出改善后的仿真结果。重新调整后员工工作时间明显降低,服务效率显著提高,实现了"零等待"排队的结果。工业工程方法和技术是提高服务业效率和效益的有效手段,并且此类方法为国内类似企业提供技术参考。
This dissertation combine the practical situation of drive-through, analyze the main problem of the service process flow first by the method of lndustrial Engineering in order to find out the bottleneck where the service efficiency is low, and to lower the service time. And then, we use Witness software to build up virtual model and carry out the analysis result of the former and improved process flow. In comparison with the former process, the result of ＂zero latency＂ queue is achieved and the production efficiency was improved greatly.
出处
《经济研究导刊》
2008年第16期233-236,共4页
Economic Research Guide
基金
南京农业大学SRT(Students Research Training)(0715B19)
