机场国际结算柜台人力资源优化

Optimization of Human Resources at International Settlement Counters in Airports

机场中国际结算柜台服务的顾客数量会随着航班情况产生较大波动,利用排队论进行逐段时间平稳化近似,计算各时段所需服务人员数量的方法导致结果不够准确。因此,首先分析柜台服务人员的平均服务速度,并基于航班信息预测各航班所需服务顾客的到达情况;其次采用GI/G/m排队论模型,计算每个时段对服务人员的数量需求,作为人力资源配置的近似初始解;然后搭建仿真模型,通过仿真来优化各时段柜台所需服务人员的数量;最后将仿真优化的结果与近似解进行比较,分析两者产生差异的原因,为国际结算柜台的人员配置和排班提供决策依据。

The number of customers served by the international settlement counter in an airport fluctuates greatly with flight conditions,which is a non-steady and random process.Utilizing queuing theory to perform a smooth approximation time by time and calculate the number of service staff required in each period,may give an inaccurate result.To solve this problem,we first analyze the average service speed of a counter staff,while the arrival of customers that need to be served on each flight is predicted based on flight information.Then,GI/G/m queuing theory model is adopted to calculate the number of service staff required in each time period as an approximate initial solution for human resource allocation.Furthermore,a simulation model is built to optimize the number of service staff required in each time period at a counter.Finally,the simulation optimization results are compared with the approximate solutions,and the reasons for their differences are analyzed,providing a decision-making basis for the staffing and scheduling of an international settlement counter.