为缩短乘坐地铁等待时间、减少地铁站拥挤程度,运用六西格玛DMAIC改善方法,通过定义、测量、分析和改进指导改善流程,对地铁运营现状调研分析与改进.重点构建了控制图与运行图,分析了造成长时间等待的内部原因与外部原因,并结合工业工程方法给出了购票流程优化、目视化管理和少人化柔性服务综合性改善方案,并运用仿真模拟软件对改善效果进行了验证.结果表明,改善方案在缩短等待时间、提高服务稳定性、提高人员利用率与均衡人员工作负荷4个方面将有近21%的提升.%In order to shorten the waiting time of taking subway and alleviate the pressure of crowd, the Six-Sigma management DMAIC improving methodologies are applied, by means of definition, measurement, analysis and improvement process, through a field investigation and analysis of the current operation of the metro system. Emphasizing constructing control charts and sequence plots, the reasons for the excessively long waiting time, which lie within and outside the metro system, are deduced. Combined with IE methods, a systematic reform plan is presented comprising the ticketing system improvement, visual control layout management and flexible service. Simulation software is used to verify the effect. The study has proved that the reform plan has a 21% improvement on shortening waiting time, increasing service stability, raising worker utilization and balancing each workers' load.
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