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Modellering och kundprocessanalys av kösystem på Vapiano Sturegatan
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Modelling and Customer Process Analysis of the Queuing System at Vapiano Sturegatan (English)
Abstract [sv]

I denna rapport har kösystemet på Vapiano Sturegatan undersökts och analyserats. Restaurangen har problem med långa köer under lunchtid och syftet med denna rapport är att ge förslag på hur man skulle kunna minska dessa.

De befintliga kösystemet ha modellerats med hjälp av markovsk köteori och approximerats till ett M/M/2-system samt ett M/M/8-system,varavM/M/2-systemet bedömdes vara mest tillförlitligt. Beräkningar av den förväntade tiden i systemet för olika fall ledde till slutsatsen att det bör vara effektivare att öka tillagningskapaciteten på varje betjäningsstation istället för att öppna en ytterligare station.

Dessutom levereras förslag på alternativa kösystem samt en jämförande analys av tillhörande kundprocesser. För att erhålla ett bättre kundflöde i restaurangen och en smidigare kundprocess för ökat kundvärde kan ett elektroniskt kösystem införas. Om implementering sker noggrant och enligt en väl genomtänkt plan kommer fördelarna med ett sådant system vara många och överträffa dagens befintliga kösystem.

Rapporten levereras slutligen till Vapiano Sturegatan med förhoppningen att de ska kunna använda den vid planering av restauranger och förändringar i kösystemet

Abstract [en]

In this Bachelorthesis, the queuing system of Vapiano Sturegatan has been analysed. The customers of the restaurant experience long waiting times during lunchtime, which is a problem Vapiano Sturegatan  recognises. The purpose of this report is to suggest and analyse possible improvements of the queueing system in order to reduce this problem.

The current queuing system was approximated with markovian queuing models. Both an M/M/2-and an M/M/8-approach were considered, which of the M/M/2-model was deemed most reliable. The expected time in the system was calculated for different modications of Vapiano Sturegatan's current queuing system setup. They led to the conclusion that adding capacity to every serving station would be the best improvement to their current system, instead of adding an extra station. Furthermore, other queuing systems are considered and analysed from a customer process perspective. To improve the flow of customers in the restaurant, this report suggests an electronic queuing system. As long as the suggested system is implemented with careful planning and evaluation, the advantages of the electronic system exceed the benefit of simplicity of the current queuing system.

This thesis will be delivered to Vapiano Sturegatan. The authors hope that the results can beneficial in the planning of future restaurants and changes of the queuing system.

Place, publisher, year, edition, pages
2016.
Series
TRITA-MAT-K, 2016:30
National Category
Mathematics
Identifiers
URN: urn:nbn:se:kth:diva-188977OAI: oai:DiVA.org:kth-188977DiVA: diva2:942540
External cooperation
Vapinao
Subject / course
Applied Mathematical Analysis
Educational program
Master of Science in Engineering - Industrial Engineering and Management
Supervisors
Examiners
Available from: 2016-06-24 Created: 2016-06-24 Last updated: 2016-06-24Bibliographically approved

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