畢業(yè)論文 馬鋼數(shù)字電視整體轉(zhuǎn)換受理業(yè)務(wù)分析與改進(jìn)研究.doc
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畢業(yè)論文 馬鋼數(shù)字電視整體轉(zhuǎn)換受理業(yè)務(wù)分析與改進(jìn)研究,摘要在數(shù)字電視整體轉(zhuǎn)換辦理業(yè)務(wù)的過程中，存在兩個(gè)問題，即受理流程復(fù)雜與排隊(duì)系統(tǒng)不合理，這兩個(gè)問題會給承辦單位帶來經(jīng)濟(jì)上的損失，并且也會大大增加顧客的等待時(shí)間，從而大大增加顧客的不滿意度。本文運(yùn)用調(diào)查統(tǒng)計(jì)的方法，對相關(guān)數(shù)據(jù)進(jìn)行調(diào)查統(tǒng)計(jì)，首先對現(xiàn)場流程中出現(xiàn)的排隊(duì)現(xiàn)象進(jìn)行分析各個(gè)流程的作用以及各種不合理流程；進(jìn)而運(yùn)用基礎(chǔ)工...
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摘要
在數(shù)字電視整體轉(zhuǎn)換辦理業(yè)務(wù)的過程中，存在兩個(gè)問題，即受理流程復(fù)雜與排隊(duì)系統(tǒng)不合理，這兩個(gè)問題會給承辦單位帶來經(jīng)濟(jì)上的損失，并且也會大大增加顧客的等待時(shí)間，從而大大增加顧客的不滿意度。本文運(yùn)用調(diào)查統(tǒng)計(jì)的方法，對相關(guān)數(shù)據(jù)進(jìn)行調(diào)查統(tǒng)計(jì)，首先對現(xiàn)場流程中出現(xiàn)的排隊(duì)現(xiàn)象進(jìn)行分析各個(gè)流程的作用以及各種不合理流程；進(jìn)而運(yùn)用基礎(chǔ)工業(yè)工程知識中的流程改善原則對流程進(jìn)行改善，最后在改善的基礎(chǔ)之上運(yùn)用運(yùn)籌學(xué)知識來對排隊(duì)系統(tǒng)進(jìn)行分類優(yōu)化，根據(jù)客戶到達(dá)率來確定現(xiàn)場服務(wù)臺數(shù)，通過業(yè)務(wù)分流來控制客戶的排隊(duì)等待時(shí)間，從而達(dá)到不排隊(duì)或少排隊(duì)的目的。本文對緩解受理現(xiàn)場排隊(duì)現(xiàn)狀提出了一系列的改進(jìn)措施，該研究對提升客戶滿意度、改善業(yè)務(wù)受理效率具有較強(qiáng)的指導(dǎo)作用。
關(guān)鍵詞：數(shù)字電視 流程改善 排隊(duì)系統(tǒng) 服務(wù)質(zhì)量
Abstract
In the overall conversion business process of Digital TV, there are two issues, namely, the complexity of business process and the unreasonableness of queuing system. These two problems will make contractors economic losses, and will greatly increase the waiting time for the customer, thereby greatly increasing customer dissatisfaction. In this paper, I have acquired the relevant survey data through the survey methods. First I analyse the role of various processes and all sorts of unreasonable process, then use knowledge of the process improvement in basic industrial engineering to improve, and finally use operational research knowledge to classify and improve in the basis of processes improvement. This study is to determine the number of on-site service desk according to the customer arrival rate, and to control the waiting time for customers to achieve the non-queue queue or less through the stream. This field puts forward a series of improvement measures to alleviate the present situation, it has a strong guidance to enhance the customer satisfaction and improve business efficiency.
Keywords：Digital Television Process Improvement Queuing System Service Quality
目錄
1.緒論 1
1.1 選題背景 1
1.1.1 數(shù)字電視技術(shù)的發(fā)展 1
1.1.2 現(xiàn)代服務(wù)業(yè)發(fā)展趨勢 3
1.2 國內(nèi)外研究現(xiàn)狀 3
1.3 本文結(jié)構(gòu) 5
2.相關(guān)理論概述 7
2.1 排隊(duì)論 7
2.1.1 輸入過程 7
2.1.2 排隊(duì)規(guī)則 7
2.1.3 服務(wù)機(jī)構(gòu) 8
2.2 排隊(duì)系統(tǒng)的解決思路 8
2.2.1 一般排隊(duì)模型概述 8
2.2.2 排隊(duì)系統(tǒng)研究的問題 9
2.2.3 排隊(duì)系統(tǒng)的經(jīng)濟(jì)優(yōu)化 9
3.馬鋼數(shù)字電視整體轉(zhuǎn)換業(yè)務(wù)流程現(xiàn)狀分析 11
3.1 馬鋼數(shù)字電視整體轉(zhuǎn)換簡介 11
3.2 業(yè)務(wù)流程現(xiàn)狀分析 11
3.2.1 業(yè)務(wù)流程圖 11
3.2.2 問題分析 12
3.3 綜述各個(gè)程序在總業(yè)務(wù)中的作用 12
3.4 本章小結(jié) 14
4.受理業(yè)務(wù)流程改善與排隊(duì)系統(tǒng)優(yōu)化研究 16
4.1 業(yè)務(wù)流程改善 16
4.2 泊松分布的檢驗(yàn) 20
4.3 排隊(duì)論的模型 21
4.3.1 問題的描述 21
4.3.2 標(biāo)準(zhǔn)的單服務(wù)臺模型（M/M/1/∞/∞） 22
4.3.3 標(biāo)準(zhǔn)的多服務(wù)臺的模型（M/M/C/∞/∞） 23
4.3.4 現(xiàn)場排隊(duì)系統(tǒng)的優(yōu)化 26
4.4 綜述改善后的人員安排 27
5.結(jié)論 29
致謝 30
參考文獻(xiàn) 31
在數(shù)字電視整體轉(zhuǎn)換辦理業(yè)務(wù)的過程中，存在兩個(gè)問題，即受理流程復(fù)雜與排隊(duì)系統(tǒng)不合理，這兩個(gè)問題會給承辦單位帶來經(jīng)濟(jì)上的損失，并且也會大大增加顧客的等待時(shí)間，從而大大增加顧客的不滿意度。本文運(yùn)用調(diào)查統(tǒng)計(jì)的方法，對相關(guān)數(shù)據(jù)進(jìn)行調(diào)查統(tǒng)計(jì)，首先對現(xiàn)場流程中出現(xiàn)的排隊(duì)現(xiàn)象進(jìn)行分析各個(gè)流程的作用以及各種不合理流程；進(jìn)而運(yùn)用基礎(chǔ)工業(yè)工程知識中的流程改善原則對流程進(jìn)行改善，最后在改善的基礎(chǔ)之上運(yùn)用運(yùn)籌學(xué)知識來對排隊(duì)系統(tǒng)進(jìn)行分類優(yōu)化，根據(jù)客戶到達(dá)率來確定現(xiàn)場服務(wù)臺數(shù)，通過業(yè)務(wù)分流來控制客戶的排隊(duì)等待時(shí)間，從而達(dá)到不排隊(duì)或少排隊(duì)的目的。本文對緩解受理現(xiàn)場排隊(duì)現(xiàn)狀提出了一系列的改進(jìn)措施，該研究對提升客戶滿意度、改善業(yè)務(wù)受理效率具有較強(qiáng)的指導(dǎo)作用。
關(guān)鍵詞：數(shù)字電視 流程改善 排隊(duì)系統(tǒng) 服務(wù)質(zhì)量
Abstract
In the overall conversion business process of Digital TV, there are two issues, namely, the complexity of business process and the unreasonableness of queuing system. These two problems will make contractors economic losses, and will greatly increase the waiting time for the customer, thereby greatly increasing customer dissatisfaction. In this paper, I have acquired the relevant survey data through the survey methods. First I analyse the role of various processes and all sorts of unreasonable process, then use knowledge of the process improvement in basic industrial engineering to improve, and finally use operational research knowledge to classify and improve in the basis of processes improvement. This study is to determine the number of on-site service desk according to the customer arrival rate, and to control the waiting time for customers to achieve the non-queue queue or less through the stream. This field puts forward a series of improvement measures to alleviate the present situation, it has a strong guidance to enhance the customer satisfaction and improve business efficiency.
Keywords：Digital Television Process Improvement Queuing System Service Quality
目錄
1.緒論 1
1.1 選題背景 1
1.1.1 數(shù)字電視技術(shù)的發(fā)展 1
1.1.2 現(xiàn)代服務(wù)業(yè)發(fā)展趨勢 3
1.2 國內(nèi)外研究現(xiàn)狀 3
1.3 本文結(jié)構(gòu) 5
2.相關(guān)理論概述 7
2.1 排隊(duì)論 7
2.1.1 輸入過程 7
2.1.2 排隊(duì)規(guī)則 7
2.1.3 服務(wù)機(jī)構(gòu) 8
2.2 排隊(duì)系統(tǒng)的解決思路 8
2.2.1 一般排隊(duì)模型概述 8
2.2.2 排隊(duì)系統(tǒng)研究的問題 9
2.2.3 排隊(duì)系統(tǒng)的經(jīng)濟(jì)優(yōu)化 9
3.馬鋼數(shù)字電視整體轉(zhuǎn)換業(yè)務(wù)流程現(xiàn)狀分析 11
3.1 馬鋼數(shù)字電視整體轉(zhuǎn)換簡介 11
3.2 業(yè)務(wù)流程現(xiàn)狀分析 11
3.2.1 業(yè)務(wù)流程圖 11
3.2.2 問題分析 12
3.3 綜述各個(gè)程序在總業(yè)務(wù)中的作用 12
3.4 本章小結(jié) 14
4.受理業(yè)務(wù)流程改善與排隊(duì)系統(tǒng)優(yōu)化研究 16
4.1 業(yè)務(wù)流程改善 16
4.2 泊松分布的檢驗(yàn) 20
4.3 排隊(duì)論的模型 21
4.3.1 問題的描述 21
4.3.2 標(biāo)準(zhǔn)的單服務(wù)臺模型（M/M/1/∞/∞） 22
4.3.3 標(biāo)準(zhǔn)的多服務(wù)臺的模型（M/M/C/∞/∞） 23
4.3.4 現(xiàn)場排隊(duì)系統(tǒng)的優(yōu)化 26
4.4 綜述改善后的人員安排 27
5.結(jié)論 29
致謝 30
參考文獻(xiàn) 31
