Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Optimering av ett kösystem på IKEA Kungens Kurva
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Optimization of a queuing system at IKEA Kungens Kurva (English)
Abstract [sv]

Detta arbete har undersökt hur många betjäningsstationer avdelningen Byten och Återköp på IKEA Kungens Kurva behöver för att nå en förväntad kötid inom nio minuter.  Arbetet är uppdelat i en kvantitativ del samt en kvalitativ del.

Den kvantitativa delen av arbetet besvarade den matematiska frågeställningen där kön var modellerad enligt ett M|M|c-­‐system med Poissonfördelade ankomstintensiteter samt exponentialfördelade betjäningsintensiteter.  Resultatet var baserat på data från januari 2015.  I första hand reglerades antal betjäningsstationer för att nå en förväntad kötid under nio minuter.  I andra hand reglerades betjäningsintensiteten, om kötiden ännu inte uppnåtts.  Den kvalitativa delen av arbetet baserades på ett teoretiskt ramverk gällande Customer Relationship Management samt intervjuer med Avdelningschefen och Kundrelationschefen på IKEA Kungens Kurva.  Arbetets slutsats baserades på resultat från både den kvantitativa och den kvalitativa delen av arbetet.

Det matematiska resultatet presenterar antalet öppna betjäningsstationer som krävdes timme för timme under vardagar respektive helger för att nå en förväntad kötid under nio minuter.  Slutsatsen är att i de fall där den förväntade kötiden var strax över nio minuter kommer detta inte påverka kundrelationen, så länge en god betjäning ges, medan det matematiska resultatet bör tillämpas om den förväntade kötiden är långt över nio minuter. 

Abstract [sv]

The main aim of conducting this bachelor thesis has been to examine how many service stations the Exchange and Returns Department at IKEA Kungens Kurva need in order to have an expected queuing time below nine minutes.  The thesis was divided in a quantitative and a qualitative study.

 The quantitative study solved the mathematical research question where the queue was modelled as a M|M|c queue with Poisson distributed arrival intensities and exponential distributed service intensities.  This was based on historical data from January 2015 for previous queuing times at the department.  Firstly the number of service stations was adjusted in order to reach the given expected queuing time.  Secondly, if the goal still was not reached the service intensity was adjusted.  The qualitative study was based on a theoretical framework on Customer Relationship Management and interviews with the Department Manager as well as the Customer Relations Manager at IKEA Kungens Kurva.  The conclusion of the bachelor thesis was constructed by the results from both the quantitative and the qualitative studies. 

The mathematical result presents the number of service stations needed every hour for weekdays and weekends, in order to have an expected queuing time below nine minutes.  The conclusion of the thesis stated that if the queuing time was just above nine minutes, it would not affect the customer relations as long as good service was given.  In order to increase the customer value at the department, IKEA Kungens Kurva needs to center the attention on the service quality, but also adjust the number of service stations according to the mathematical result when the expected queuing time was far over nine minutes. 

Place, publisher, year, edition, pages
2015.
Series
TRITA-MAT-K, 2015:21
National Category
Mathematical Analysis
Identifiers
URN: urn:nbn:se:kth:diva-170171OAI: oai:DiVA.org:kth-170171DiVA: diva2:827518
External cooperation
IKEA
Subject / course
Applied Mathematical Analysis
Educational program
Master of Science in Engineering - Industrial Engineering and Management
Supervisors
Examiners
Available from: 2015-06-28 Created: 2015-06-28 Last updated: 2015-06-28Bibliographically approved

Open Access in DiVA

fulltext(3230 kB)298 downloads
File information
File name FULLTEXT01.pdfFile size 3230 kBChecksum SHA-512
ccb204239555104386843db3c6d03b2c2f5e0ae82d9d5b5af5a401ae10d6864c140ce83c23505b3003a631070fe0f992248546caa1a61512e3b0fd77de01ce1a
Type fulltextMimetype application/pdf

By organisation
Optimization and Systems Theory
Mathematical Analysis

Search outside of DiVA

GoogleGoogle Scholar
Total: 298 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 533 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf