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摘要：日常生活中排队现象很普遍，如何有效解决排队问题，缩短等候时间，提高服务效率和满意度，己成为服务业急需解决的问题。排队管理不仅要从管理者视角出发优化排队方式和规则，还应该从顾客角度出发解决顾客在排队中遇到的困难和不满意因素。然而，当前国内零售业在排队管理方面却鲜有系统理论的指导。为此，本文针对大型超市，对顾客排队管理的相关理论与实践做了尝试性研究。35588
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工业工程是一门以降低成本、提高质量和效率为中心的学科，其应用已经从制造业领域扩展到服务行业。许多国外的大型企业已经将工业工程的技术应用于自身的管理中来。在这种趋势下，大型超市将工业工程的方法和技术引入并应用，来改善自己的质量、提高效率、降低成本，以便在激烈的竞争中立于不败之地。
本文立足顾客、收银员、超市三方面利益的考虑，对动态的超市收银服务排队系统进行研究分析并进行优化。文章运用工业工程基本方法，试图为收银工作提高服务质量和服务效率提供有益的建议，这既是对工业工程应用领域的进一步丰富，也为企业其他工作应用工业工程提供借鉴意义。
毕业论文关键词：工业工程；排队系统；时间管理；现场管理；流程优化
Work improvement research based on IE in a hypermarket queuing system
Abstract：Queuing phenomenon is very common in our daily life. How to solve the problem of queuing effectively, shorten waiting time, improve the service efficiency and satisfaction has become a problem that the service industry needs to cope with urgently. The queue management should not only optimize ways and rules of queuing from the administrators’ perspective, but also deal with the difficulties and unsatisfied factors encountered in queuing and waiting in line from the position of customers. However, there is rarely guidance of systematic theory about queue management refers to the current domestic retail sales industry. Therefore, this article aiming at supermarket will make a tentative research on related theory about queue management for customers.
Industrial engineering is a branch subject which takes reducing costs, improving quality and efficiency as the center of the discipline, and its application has extended from manufacturing to service industry. Many foreign large enterprises have applied the technology of industrial engineering in its own management. Under this trend, supermarket introduces methods and techniques of industrial engineering and takes them into practice to improve their own quality, promote efficiency and reduce costs so that they can be in an impregnable position in the fierce competition.
In this paper, the dynamic cashier service queuing system will be studied analyzed and optimized based on the interests of the customer, the cashier and the supermarket three aspects to consider. The article using the basic method of industrial engineering in order to provide useful suggestions about cashier work to improve the service quality and service efficiency, which is to further enrich the industrial engineering applications and to provide reference for industrial engineering and other work about the enterprise application.
Key Words：Industrial engineering; Queuing system; Time management; Field management; Process optimization
目 录
一、绪论 1
（一）研究背景及问题的提出 1
（二） 研究的目的及意义 1
1、研究目的 1
2、研究意义 2
（三） 国内外相关研究综述 2
1、国外研究现状 2
2、国内研究现状 3
二、研究的理论基础综述 3
（一）工业工程的概念 3