迈向世界级的服务

10(DEA)141.2.3.4.514-110()()14-1AfterProductivityandRelatedMeasures:1970to1994,StatisticalAbstractoftheU.S.,U.S.DepartmentofCommerce,EconomicsandStatisticsAdministration,BureauoftheCensus,1995,tableno.670,p.430.2090(SleepInn)[1]14.1(just-in-time,JIT)(FloridaPowerandLight)(DEA)14.2[2]14-1ChaseHayes()14-114299[1]DavidWessel,WithLaborScarce,ServiceFirmsStrivetoRaiseProductivity,TheWallStreetJournal,June1,1989,p.1.[2]AdaptedfromR.B.ChaseandR.H.Hayes,OperationsRoleinServiceFirmCompetitiveness,SloanManagementReview,vol.33,no.1,Fall1991,pp.1526.R.B.ChaseandR.H.Hayes,Operations'RoleinServiceFirmCompetitiveness,SloanManagementReview,vol.33,no.1,Fall1991,pp.17.()14.2.1()14.2.2300()()14.2.3(SAS)JanCarlzon[1](TQM)()14.2.4Marriott(COSMOS)14.3[2]14301[1]JanCarlzon,MomentsofTruth,BallingerPublishing,Cambridge,Mass.,1987.[2]FromJamesA.Fitzsimmons,MakingContinualImprovementaCompetitiveStrategyforServiceFirms,inServiceManagementEffectiveness,Bowen,Chase,CummingsandAssociates,Jossey-BassPublishers,SanFrancisco,1990,pp.284-295.7014.3.114-214-211302()()14.3.2••(CDs)()()14303()()WendysTheLimited14.3.314-314-3()304()14.4[1]1985(FPL)JohnHudiburg199014.4.11.2.3.1)2)3)4)14-2(PDCA)PDCA4.14305[1]AdaptedfromGaryDesslerandD.L.Farrow,ImplementingaSuccessfulQualityImprovementProgrammeinaServiceCompany:WinningtheDemingPrize,InternationalJournalofServiceIndustryManagement,vol.1,no.2,1990,pp.45-53.14-214.4.2(1)(2)(3)1.(1)(2)2.PDCA(1)(2)(3)(4)(5)(6)(7)3.5014.515()()(DEA)(JIT):(1)(2)(3)306JonathanHaywardHaywardBristolHaywardSASI212771RiteAidSASIRiteAidCraigMuckle6RiteAidOptimalRoboticsofPlattsburghU-ScanExpressPriceChopperofSchenectadyJoanneGageCliftonParkOptimalGagePriceChopper90LakewoodFinastHoltsvilleSymbolTechnologiesInc.NancyTully10030010002436TullyTrully2030WendellYoung14307Young13YoungDinahWisenbergBrin,ShoppersActasTheirOwnCashiersatSomeStores,AustinAmericanStatesman,August12,1996,p.D3.MegaBytes[1]MegaBytes314-314-3M.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,p.83.(SSM)JoinerAssociatesSSMSSM14-4MegaBytes14-41()2308[1]M.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,pp.81-88.31()234567271-22731234121212M.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,p.82.1MegaBytes143092(14-4)MegaBytes(14-5)14-41M.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,p.83.MegaBytes114-5M.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,p.83.3103-(14-6)()-14-6-ReprintedwithpermissionfromM.Gaudard,R.Coates,andL.Freeman,AcceleratingImpr-ovement,QualityProgress,vol.24,no.10,October1991,p84.4154114-767MegaBytesSSM1431114-7ReprintedwithpermissionfromM.Gaudard,R.Coates,andL.Freeman,AcceleratingImprovement,QualityProgress,vol.24,no.10,October1991,p85SSMMegaBytes(1)SSMPDCA(2)-14-6(3)SSM312(DEA)()()1.(/)()2.DEA()()(DEA)DEA[1]DEA100%100%DEADEA(1)Ek(k=12K)kKuj(j=12M)jMuji(i=12N)iNiOjkkjIikki(2)uv14313[1]A.Charnes,W.W.Cooper,andE.Rhodes,MeasuringtheEfficiencyofDecisionMakingUnits,EuropeanJournalofOperationsResearch,November1978,pp.429-444.e(ujvi)1001.0(3)1.0(14-1)maxEeu1O1eu2O2euMOMe(14-3)1I1e2I2eNINe1(14-4)(14-2)u1O1ku2O2kuMOMk(1I1k2I2kNINk)0(14-5)k1,2,,Kuj0j1,2,,Mi0i1,2,,NKNMDEAK2(NM14-6)14.1BurgerPalace6DEA14-510014-8S1S3S6100(S250S3)DEA(14-3)(14-4)(14-5)S1maxE(S1)u1100u11001222000314(14-2)(14-1)u11001421500u11001421000u11001621000u1100182800u110011025001222001u1,1,20(S1)161006ExcelSolver7.0510014-514-5BurgerPalace()1100220021004150310041004100610051008806100105014-8BurgerPalaceLinearProgrammingExcelAdd-inBurgerPalace114-9[1]14-614-714315[1]PaulA.Jensen,OperationsResearchAdd-insforMicrosoftExcel,OperationsResearchGroup,Dept.ofMechanicalEngineering,UniversityofTexasatAustin,1996.S1S2S3S4S5S614-9BurgerPalace1DEAExcel14-6BurgerPalaceDEALP111U1+1.000000006S3002V1+0.1666666707S4+33.33333603V2+0.0033333308S5+60.00000004S101.00000009S6+83.33333605S2+16.666670010A70+100.00000=100=4211U1+0.8571428706S30+0.714285732V1+0.1428571507S4+28.57143003V2+0.0028571408S5+51.42857404S100.285714309S6+71.42857405S2+14.285717010A70+85.714287=85.71429=4311U1+1.000000006S30+1.00000002V1+0.0625000007S4+12.50000003V2+0.0075000008S5+10.00000104S1+62.50000009S6005S2+37.500008010A70+100.00000=100=33161(Unit1)(LP)30701999990100100000009999999999999992200u11230000v1v215010010080502004468102100100100100100000000199999999999999999999999991234560310012345670000000411U1+0.8888889006S30+0.777777792V1+0.0555555607S4+11.11111203V2+0.0066666708S5+8.888889304S1+55.55555309S60+0.222222245S2+33.333340010A70+88.888885=88.88889=3511U1+0.9090908806S30+0.454545472V1+0.0568181807S4+11.36363703V2+0.0068181808S5+9.090910004S1+56.81818009S60+0.545454505S2+34.090916010A70+90.909088=90.90909=4611U1+1.000000006S3002V1+0.0625000007S4+12.50000003V2+0.0075000008S5+10.00000104S1+62.50000009S60+1.00000005S2+37.500008010A70+100.00000=100=414-7DEA14-8S2S4S514-714-8S4S3S6S4S414-7(.7778S3.2222S