人工值机柜台动态分配策略研究

发布时间：2018-04-17 10:49

本文选题：值机系统 + 排队聚集规律　；参考：《中国民航大学》2017年硕士论文

【摘要】：随着民航业的快速发展,我国已然成为世界第二大民航运输国。选择飞机方式出行的旅客快速增长,造成对机场和航空公司保障资源需求的不断增加。许多机场和航空公司出现保障资源紧张的问题,造成了旅客过站时间过长,航站楼拥挤,旅客满意度差等问题,反过来又对这些机场和航空公司造成了十分不良影响。人工值机环节作为旅客离港的第一个重要环节存在值机等待时间过长的问题,严重影响了旅客过站时间。虽然这一问题可以通过增设值机柜台设施,增加服务保障人员,甚至扩建航站楼等方式解决,但是这样势必会造成机场或者航空公司的运营成本的增加,亟需一种能够根据值机旅客的聚集情况动态分配值机柜台的策略,用以提高值机柜台资源的利用效率,使得在保证一定服务质量的前提下可以节约运营成本。对此,本文在梳理并介绍了值机业务系统之后,选择了国内航班旅客离港值机系统这一最典型的系统进行进一步研究。为了能够制定动态分配策略,首先研究了离港旅客值机排队聚集规律,然后建立了邻近多航班离港旅客值机排队长度模型,能够据此预测旅客值机排队长度的变化情况,解决了制定值机柜台动态分配策略的首要关键问题;然后,建立了旅客值机排队等待时间预估模型,可以据此预估不同队长位置需等待的时间,并可以分析各航班的超标率,为制定满足KPI相关服务指标的人工值机柜台动态分配策略提供依据;最后,利用所建立的上述两模型确定需要调整开放的人工值机柜台的时间和数量,得到人工值机柜台动态分配策略,并达到了预设目标。最终实验表明,本文制定的人工值机柜台动态分配策略可以满足KPI相关指标要求,同时可以达到节约运营成本的目的。
[Abstract]:With the rapid development of civil aviation industry, China has become the second largest civil aviation transportation country in the world.The rapid growth of passengers who choose to travel by air causes the increasing demand for the security resources of airports and airlines.Many airports and airlines face the problem of shortage of guarantee resources, which results in too long time of passengers passing through the station, crowded terminal buildings, poor satisfaction of passengers and so on, which in turn has a very bad impact on these airports and airlines.As the first important link for passengers to leave Hong Kong, manual check-in has the problem of waiting time too long, which seriously affects the time of passengers crossing the station.Although this problem can be solved through the addition of check-in counter facilities, the increase of service support personnel, and even the expansion of terminal buildings, this will inevitably result in an increase in the operating costs of airports or airlines.There is an urgent need for a strategy to dynamically distribute check-in counters according to the gathering situation of check-in passengers in order to improve the utilization efficiency of check-in counters and to save operational costs on the premise of ensuring a certain quality of service.In this paper, after combing and introducing the check-in business system, this paper chooses the domestic flight passenger departure check-in system as the most typical system for further study.In order to make the dynamic allocation strategy, the queuing and gathering rule of departure passenger check-in machine is studied firstly, and then the queue length model of the departing passenger check-in machine with several adjacent flights is established, according to which the change of queue length of passenger check-in machine can be predicted.The first key problem of making dynamic allocation strategy of check-in counter is solved, and then, the model of queue waiting time prediction is established, according to which the waiting time of different captain positions can be estimated, and the exceeding standard rate of each flight can be analyzed.It provides the basis for making the dynamic allocation strategy of manual check-in counter which meets the relevant service index of KPI. Finally, using the above two models, the time and quantity of manual check-in counter need to be adjusted.The dynamic allocation strategy of manual check-in counter is obtained, and the preset target is achieved.The final experiment shows that the dynamic allocation strategy of manual check-in counter can meet the requirements of KPI and save the operation cost at the same time.
【学位授予单位】：中国民航大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562

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