Management Policies to Improve the Effectiveness of Multi‐Station Service Organizations*
基于佛罗里达州驾照办理处的数据，用仿真模型测试多站点串联排队系统的设计选项，寻找兼顾顾客等待时间和人员效率的管理政策。
ABSTRACT A SLAM based simulation model of a multi‐station, tandem queuing structure characteristic of a variety of service systems is employed to test various design options for the system. The model is based on an extensive study of the State of Florida driver licensing offices. The multiple objectives of low time in the system for customers and the efficient use of personnel resources are employed to measure the benefits of policy options. The use of simulation analysis permits the incorporation of complex system characteristics, therefore providing a realistic representation of the effects of possible management actions. Effective methods to control labor in such systems are suggested.