diplomsko delo visokošolskega strokovnega študija Informatika v organizaciji in managementu
Maja Tvrdy (Author), Miroljub Kljajić (Mentor), Andrej Škraba (Co-mentor)

Abstract

Dandanes je zadovoljstvo strank zelo pomembno. Naivno je upati, da se bodo nezadovoljne stranke še naprej vračale. Diplomsko delo obravnava problem dolge čakalne vrste na recepciji športnega centra. V delu se seznanimo s pretočnostjo skozi strežno mesto – recepcijo, z metodami in tehnikami dogodkovne simulacije ter orodjem za analizo omenjenega problema. Na recepciji nastane dolga vrsta, kar za stranke pomeni vsaj nekaj minutno čakanje. Z nekaj predlogi procesnih izboljšav bomo poskušali to čakanje skrajšati in s tem omogočiti strankam prijaznejši dostop do storitev. Cilji diplomskega dela so opraviti simulacijo (prikaz) obstoječega ter simulacijo izboljšanega stanja, opraviti primerjalno in stroškovno analizo, ter na podlagi dobljenih rezultatov v zaključku potrditi ali ovreči hipotezo, da bi zaposlitev dodatnega receptorja na dolgi rok prinesla pozitivne poslovne učinke.

Keywords

optimizacija;dogodkovna simulacija;športni center;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [M. Tvrdy]
UDC: 004.94
COBISS: 7203603 Link will open in a new window
Views: 1383
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Other data

Secondary language: English
Secondary title: OPTIMIZATION OF SERVICE AT THE SPORT CENTER WITH DISCRETE EVENT SIMULATION METHODS
Secondary abstract: Nowadays, customer satisfaction is very important. We should not be naive to rely on the idea that the unsatisfied customers continue to return to us. We believe that we have good conditions to explore this issue, as discussed problem is observed daily. The problem is a long queue at the reception of the sports centre. This thesis gives us a unique opportunity to get intimately familiar with the flow-through reception, with the methods and techniques of discrete simulation and analysis tool to solve this problem. At present, matters do not function well as at the front desk a long waiting line of customers occurs, forcing them to at least a few minutes of waiting. With a few suggestions, we will try to optimize the above situation, to find the best solution for customers to get friendly access to services. With this, we will avoid the drop in the number of customers in the future, as they will be happy to return to our facility. The aim of this work is to carry out the simulation of the existing and the improved situation, to carry out a comparative cost analysis, and on the basis of the results obtained at the end to either confirm or refute the hypothesis that the engagement of additional receptor position may produce positive business outcome in the long run.
Secondary keywords: optimization;discrete event simulation;sports centre;waiting queue;GPSS;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 48 f.
ID: 8726817
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