• 한국경영과학회지
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• 제37권2호
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• pp.31-43
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• 2012

Delivery of a good quality of service in an efficient manner requires matching the supply of capacity with customer demand. Much research has employed queueing models that analyzed the service system on the basis of independent and stationary customer arrivals. However, the appointment system, which is widely used to facilitate customer access to service in many industries including healthcare, has significant influence on the customer arrival process so that the independent and stationary assumption does not hold in an appointment-based service system. In this regard, this paper aims to propose a model for accurate illustration of the appointment-based customer arrival process. The use of the proposed model allows us to evaluate the overall system performance such as mean waiting time and service level under various appointment policies instead of conducting simulation studies.

• 경영과학
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• 제32권2호
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• pp.69-78
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• 2015

This paper considers a Bayesian Poisson model for multivariate count data using multiplicative rates. More specifically we compose the parameter for overall arrival rates by the product of two parameters, a common effect and an individual effect. The common effect is composed of autoregressive evolution of the parameter, which allows for analysis on seasonal effects on all multivariate time series. In addition, analysis on individual effects allows the researcher to differentiate the time series by whatevercharacterization of their choice. This type of model allows the researcher to specifically analyze two different forms of effects separately and produce a more robust result. We illustrate a simple MCMC generation combined with a Gibbs sampler step in estimating the posterior joint distribution of all parameters in the model. On the whole, the model presented in this study is an intuitive model which may handle complicated problems, and we highlight the properties and possible applications of the model with an example, analyzing real time series data involving customer arrivals to a large retail store.

• 산업기술연구
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• 제37권1호
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• pp.5-11
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• 2017

The purpose of this research is to propose an efficient loop line operation plan for customer transportation in a new theme park. Based on the expected customer arrivals, customer loading/unloading methods, and scheduled/non-scheduled departure schemes, movement time between stations etc., we have performed indepth analyses and derived the best optimal policy. Our results show that, over all, the operation with separate loading/unloading doors and scheduled departure is preferred to the other options. We then derived the optimal number of trains and cars meeting minimal customer unsatisfaction with low cost for each season.

• 품질경영학회지
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• 제44권2호
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• pp.451-466
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• 2016

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2006년도 춘계공동학술대회 논문집
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• pp.1101-1103
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• 2006

For a broad class of discrete-time FIFO queueing systems with D-MAP (discrete-time Markovian arrival process) arrivals, we present a distributional Little's law that relates the distribution of the stationary number of customers in system (queue) with that of the stationary number of slots a customer spends in system (queue). Taking the multi-server D-MAP/D/c queue for example, we illustrate how to utilize this relation to get the desired distribution of the number of customers.

• Industrial Engineering and Management Systems
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• 제8권4호
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• pp.221-227
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• 2009

There are customer services jointly provided by two facilities so that each customer will complete the course made up of both facilities' sub-services. The two facilities are assumed invested respectively by an infrastructure owner and one subordinate facility owner, whose partnership is built on their capital investments. This paper presents a mathematical model of Stackelberg competition between the two facility owners to derive their optimal Nash equilibrium. In this study, each facility owner's profit is consisted of fixed revenue fractions of sold services, operating costs (including depreciation cost) and maintenance costs of her facility. The maintenance costs of one facility are incurred both by failures and deterioration due to usage. Moreover, for both facilities, failures are rectified immediately by minimal repairs and preventive maintenance is carried out at a fixed time epoch. Additional assumptions are also employed to develop the model such as customer arrivals are manipulated to follow a Poisson process, and each facility's lifetime is independently Weibull-distributed. The Stackelberg game proceeds as follows. At the first stage of decision making process, the infrastructure owner (acting as a leader) decides the allocation of revenue shares based on her self-interest. After observing the allocation of revenue shares, the subordinate facility owner determines her own optimal price of services. This paper investigates actions and reactions of the two partners in the system. Then analytical conditions are proposed to achieve a unique optimal Nash equilibrium. Finally, some suggestions for further research are discussed.

• 산업경영시스템학회지
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• 제37권1호
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• pp.96-103
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• 2014

A steady-state controllable M/G/1 queueing model operating under the (TN) policy is considered where the (TN) policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or the time instant when Nth customer arrives at the system after T time units elapsed without customers' arrivals during that time period. After deriving the necessary system characteristics such as the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time in the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, the optimal values of the decision variables included in the operating policies are determined by minimizing the total expected cost function per unit time to operate the system under consideration.

• 한국항해항만학회:학술대회논문집
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• 한국항해항만학회 1998년도 추계학술대회논문집:21세기에 대비한 지능형 통합항만관리
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• pp.309-313
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• 1998

Delay time of receiving and delivery is one of important factors that should be considered in the evaluation of the customer service level of a container terminal. In this study, dispatching rules are tested with the objective of minimizing the service delay time for arriving outside trucks. A dynamic programming model is suggested for a static dispatching problem in which all the truck arrivals are known in advance. In order to overcome the excessive computational time of the dynamic programming technique, several heuristic rules are suggested that can be applied in practices. A simulation study is carried out to test the performances of the heuristic rules.

• 한국항해학회지
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• 제7권1호
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• pp.1-32
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• 1983

The delay due to congestion has recently attracted widespread attention with the analysis of over-all operation at the port. But, the complexity of the situation is evident in view of the large number of factors which impinge on the considerable end. Queueing theory is applicable to a large scale transportation system which is associated with arrivals of vessels in a large port. The attempt of this paper is to make an extensive analysis of the port transport system and its economic implications from the viewpoint that port is one of the physical distribution facilities and a kind of queueing system which includes ships and cargoes as port customer. By analyzing the real data on the Port of Pusan, it is known that this port can be represented as a set of multi-channel with identical setof Poisson arrival and Erlang service time, and also it is confirmed that the following formula is suitable to calculate the mean delay in this port, namely, $W_4={\frac{\rho}{\lambda(1-\rho)} {\frac{e_N(\rho{\cdot}N)}{D_{N-1}(\rho{\cdot}N)}$ where, ${\lambda}$: mean arrival rate $\mu$: mean servicing rate; N: number of servicing channel; ${\rho}$: utillization rate (${\lambda}/N{\mu}$) $e_N$: the Poisson function Coming to grips with the essentials of the cost of delay due to congestion, a simple ship journey cost model is adopted and the operating profit sensitivity to variation in port time is examined, and for purpose of a future development for port princing service the marginal cost is approximately calculated on the basis of queueing theory.

• 지능정보연구
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• 제23권4호
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• pp.1-31
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• 2017

현대 기업들은 효율성과 생산성을 향상시킬 뿐 아니라 시장 진출을 위해 새로운 기술들을 채택하고 있다. 광고 업계도 전통적인 채널 (라디오, TV 및 인쇄 매체)에서 인터넷, 소셜 미디어, 모바일 기반광고와 같은 새로운 매체로 지속적인 파괴적 혁신을 경험하고 있다. 본 연구는 서울 지하철에 지능형 광고 비즈니스 모델을 제안한 사례이다. 서울은 세계에서 가장 분주 한 지하철 중 하나로서 메트로 네트워크를 통해 마케팅 담당자가 다양한 고객과 잠재 고객 모두와 교류하고 상호 작용할 수 있는 플랫폼이 될 수 있다. 현재의 광고 매체의 대부분은 공간, 조명 등 국부적 한계를 가지고 있으나 본 사례의 지능형 디지털 광고 플랫폼은 데이터로 구동되는 광고를 통해 위치기반 모바일 전자상거래를 제공할 수 있다. 등록된 지하철 카드를 통해 고객 데이터를 분석하고 특정 고객 그룹을 타겟팅하고, 대상 소비자 그룹을 기반으로 광고 사용자를 정의하고, 동영상, 애니메이션, 쿠폰, 문자 등 다양한 광고 형식을 제공 할 수 있다. 위치 정보를 통해 다음역을 탐지하여 지하철 안의 스크린이 다음 정차 할 역의 광고에 우선 순위를 부여하고, 사용자 모바일에서 알림을 수신하도록 선택한 고객은 광고주의 사업장 근처에 접근 할 때 알림을 받게 된다. 또한, 내비게이션 서비스를 통해 지하 쇼핑몰의 고객이 상점, 제품, 시설, 이벤트 등을 검색하고 광고나 추천서비스를 받을 수 있게 한다. 이러한 광고는 고객이 광고를 클릭하면 제품 설명 페이지로 연결되어 전자 상거래로 이어지도록 한다. 이 모델을 통해 개선된 고객 경험뿐만 아니라 지하상가의 중소기업 지원, 새로운 직업 기회, 비즈니스 모델 운영자에 대한 추가 매출 및 광고 유연성 등 새로운 가치 창출이 가능할 것으로 기대된다.