結合等候理論及模擬技術於郵局櫃臺等候時間之改善

INTEGRATING QUEUEING THEORY WITH SIMULATION TECHNIQUE TO IMPROVE CUSTOMER WAITING TIME AT POST OFFICE

本研究應用模擬技術與等候理論來探討國內郵局櫃臺之等候時間改善方法，等候理論可迅速的計算出適當服務人員數及機台數，可做為須改善過長等待時間的一項重要參考依據；系統模擬則應用電腦技術及隨機亂數來反應實況，並且非常容易提出替代方案，對於改善郵局櫃臺服務系統實為一種非常有效的工具。此研究之資料收集自中部某郵政總局，經由電腦模擬分析，不同的方案評估，結果發現在不改變目前現有的資源下，適當的排班調整，可有效的減少顧客等候服務的時間，間接降低顧客抱怨，進一步提昇工作效率，因此有效的的人力資源安排，使得郵政服務不僅能符合民營化的要求，更能滿足民眾用郵的需求，增加郵政事業在市場上的競爭力。

This research applies queueing theory and a simulation technique to improve the customer waiting time at a domestic post office. Using queueing theory, the number of service resources can be obtained in a short time. This is an important step for improving long waiting times. System simulation can reflect a real system by computer techniques. It is an efficient tool for improving the postal system because alternative systems can be easily proposed. The data for this research was collected from a general post office in central Taiwan. After computer simulation and analysis, it is found that the postal system can be improved by making certain adjustments without changing resources. Therefore, the postal service can maintain its position by optimizing human resources.