THE SETTING AND OPTIMIZATION OF QUICK QUEUE WITH CUSTOMER LOSS

摘要

At the peak of a service system, customers may hesitate and even leave in the face of unavoidable queuing. This phenomenon not only affects the customer's satisfaction, but also causes the loss of the company's revenue. This paper establishes a fluid model of customer queuing behavior for the customer losses. The goal is to reduce the customer losses, and the setting and optimization method of quick queue in random service systems is studied. We construct two queuing models, in which one includes only regular queues and the other includes both regular and quick queues. We analyze the queuing systems, and describe the different forms of the objective function based on the fluid model of customer behavior. Then we compare and analyze the impact of the adoption of quick queues on the performance of the service system during peak period, and design a calculation method to obtain the optimal value for setting the number of quick queues. Thus, the overall performance of the system is optimized. Finally, we take the setting and optimization of quick queue in the supermarket service system as an example, which verifies the validity of the proposed method, and shows the reference value of this method to management practice.