排队论在销售管理中的应用

The Application of Queuing Theory in the Sale Management

销售性企业如何才能降低销售时的综合成本是一个值得研究的问题.以排队论为基础对这一问题展开讨论,分析了顾客到达企业时的排队方式,得出了单队多服务通道要比多队多服务通道排队方式要优;分析了系统的服务规则及评价指标,并建立了一个输入率可变、服务率可变且先到先服务的、有不耐烦顾客的销售模型,以及一个输入率可变、服务率可变且有非强占优先权的销售模型,分别得出了系统的平均服务率及顾客在系统中的平均等待时间,从而建立了企业销售时的综合成本函数,并结合实例给出了求综合成本函数最小值的方法.

How to reduce the overall costs for the business is a problem worthy of study,which is discussed in this paper with the use of queuing theory. This paper discusses the queue mode of the customers when they arrive, and draws a conclusion that the queue mode of singer team and multi-server is superior than the queue mode of multi-team and multi- server; discusses the service rules and evaluation indexes, and sets up two sale models： one is with variable input rates, variable service rates, and impatient customers; the other is with variable input rates, variable service rates, and non- preemptive priority, and obtains respectively the average service rate and the average waiting time of the customers in system, further , an overall cost function is established. At last, this paper points out the method to seek the minimum of this function with examples.