摘 要电信营业厅顾客排队是一个常见的现象。为了提高顾客满意度并为实现电信企业转型提供保障，必须解决好这个问题。而解决该问题的基本目标是平稳波动的顾客需求与电信营业厅有限的服务能力之间的矛盾。本文基于排队论和需求管理的理论，在前期对 CD 电信营业厅进行资料收集和对顾客进行问卷调查、访谈的基础上，对数据进行统计分析来反映目前 CD 电信营业厅排队现状。之后，从顾客角度出发，分析了造成 CD 电信营业厅排队问题的原因，进而从缴费类型和对时间与价格敏感度两个角度对顾客的需求进行了分析。在此基础上，笔者提出三种基于需求管理的解决电信营业厅排队问题的措施：一是分流顾客；二是分号停机；三是促进非高峰期需求。关键字：排队论，需求管理，电信营业厅ABSTRACTThe queue phenomenon in the telecom offices is a normal issue. To improve the customers’ satisfaction and to support the company changing, we should solve this problem properly. The basic goal to resolve queue problem is the appropriate tradeoff between the customers’ wavy demand and the telecom offices’ limited service capability.This paper is based on the queuing theory and demand management theory. And based on the data collection and customer survey and interview, the author uses some statistical methods to reflect the actuality. Then the author finds the reason of queuing in telecom office from customers’ view. Furthermore, the author analyses the real demand of the customers by sorting them into types of paying and time and price sensitivity. To follow up, three solutions had been brought forward: firstly, distributing the customers; secondly, stopping phone by different number; lastly, promoting the demand during the non- fastidious.Key Words: queuing theory, demand management, telecom offices目 录第 1 章引言.........................................................11.1 选题背景.........................................................11.2 研究目标和意义......................
