餐厅排队过号顺延策略的仿真及优化

Simulation and Optimization of Delayed Strategy for a Queueing System in Restaurants

摘要: 环境雅、菜品好、服务佳的餐饮门店经常出现排队就餐的现象，“过号”顺延是一种常规的折中做法，对于究竟顺延几桌却没有统一规定，本研究以某实际餐饮门店为背景，通过问卷调查和实地调研方式获取餐饮门店的真实数据进而确定排队模型的参数，再通过仿真方式对于过号顺延问题进行研究，结果表明随着客流强度的增加，减少顺延的桌数可以达到最佳的效果，特别的，如果将客流划分为低、中、高三种强度，则对应顺延的桌数应分别为5桌、3~4桌、1~2桌。对于该店某晚间中等强度的客流数据，若把顺延桌数从3桌改为4桌，则服务人数可以提升12%。本研究的结果为餐厅动态过号管理提供量化依据，弥补了经验化决策的不足。

Abstract: Popular restaurants with pleasant environments, delicious food and good service often experience long waiting queues. Postponing missed queue numbers is a common compromise, yet there is no unified standard for how many units should be postponed. Taking real catering outlets as the research context, this study obtains actual operational data through questionnaire surveys and field investigations to determine parameters of the queuing model, and then conducts simulation experiments to explore the optimal delayed strategy. The results show that reducing the number of delayed units achieves the best performance as customer flow intensity increases. Specifically, when customer flow is divided into low, medium and high intensity, the optimal number of delayed units should be 5, 3~4 and 1~2 respectively. For one evening with medium customer flow in the restaurant, increasing the number of delayed units from 3 to 4 raises the number of customers served by 12%. This study provides a quantitative basis for dynamic queue management in restaurants and remedies the limitations of empirical decisionmaking.