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Resursplanering - att använda ledtider som parameter vid bemanning av förretag i drift
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
Resource planning - using lead times as a parameter for manning a producing company (English)
Abstract [sv]

I detta kandidatexamensarbete undersöks sambandet mellan produktionslinjers serviceintensitet och kunders väntetider. Arbetet syftar således till att kartlägga arbetsprocesser och bidra till ökad insikt om när, var och hur oacceptabla väntetider uppstår. Vidare behandlar arbetet konceptet service och hur servicen påverkas av effektiviserad bemanning. Arbetet mynnar slutligen ut i en rekommendation vägledande för framtida bemanningsplanering.

Arbetet är utformat som en fallstudie genomförd hos Joe &t he Juice iPK-huset, Stockholm. Datapunkter är hämtade från hösten 2015, 31 augusti till 29 november, resulterande i en modell byggd på klassisk köteori. I modellen förutsätts poissonfördelade ankomster och deterministiska serviceintensiteter, varför kösystemen som undersöks modelleras som M/D/c-köer. Med utgångspunkt i önskade väntetider från Joe & the Juice beräknas optimal serviceintensitet för respektive arbetsstation. Till grund för den kvalitativa delen av arbetet ligger en litteraturstudie, askultation av verksamhet samt kompletterande intervjuer. Detta mynnar ut i en analys av hur företaget bör arbeta med service.

Resultaten visar de bemanningsnivåer som krävs för att uppnå målbilden för kunders väntetider. Dessa nivåer presenteras i treminutersperioder, i linje med det verktyg Joe & the Juice idag använder vid bemanningsplanering. De fastställda serviceintensiteterna bör kombineras med befintlig erfarenhet hos Joe & the Juice för att identifier förändringar i resursplaneringen. Resultaten pekar också på förändringar Joe & the Juice kan genomföra för att säkerställa god service i verksamheten, där konceptet Mystery Shopping introduceras som hjälpmedel.

Den kvalitativa och kvantitativa analysen mynnar tillsammans ut i en rekommendation vilken kombinerar två perspektiv av resursplanering. I rekommendationen förmedlas insikter dragna från slutsatserna av arbetet som kan hjälpa Joe & the Juice i framtida bemanningsplanering.

Abstract [en]

This study examines the relationship between the service intensity of production lines and customers' waiting times. The work is designed to study work processes and contribute to a greater understanding of when, where and how unacceptable waiting times arise. Henceforth the thesis examines the concept of service and how the service is affected by a more efficient staffing. The work falls into a recommendation for future workforce planning.

The thesis is designed as a case study conducted at Joe & the Juice, PK-Huset, Stockholm. Calculations and results are based on data points from the autumn of 2015, 31st of September to 29th of November, resulting in a model built on classical queueing theory. This model presupposes Poisson distributed arrivals and deterministic service intensities resulting in a queueing system based on M/D/c-queues. Modelling with desired waiting times optimal service intensities are calculated for each of the working stations. The qualitative part of the thesis is formed from a literature study, auscultations of operations and supplementary interviews which culminates in an analysis of how the company should work with service.

The results show the staffing levels required to achieve the targeted customer waiting times. These levels are presented within a three-minute period, to make the results more applicable to the tools already used by Joe & the Juice. These service intensities should be combined with existing experience at Joe & the Juice to identify possible changes within resource planning. The results advert changes Joe & the Juice can implement to ensure the quality of service, where the concept of Mystery Shopping is introduced as a tool.

The qualitative and quantitative analysis forms a recommendation which combines the two perspectives of resource planning. The recommendation presents insights drawn from the conclusion of the work. These insights may be helpful for Joe &t he Juice in the future workforce planning.

Place, publisher, year, edition, pages
2016.
Series
TRITA-MAT-K, 2016:32
National Category
Mathematics
Identifiers
URN: urn:nbn:se:kth:diva-188979OAI: oai:DiVA.org:kth-188979DiVA: diva2:942543
External cooperation
Joe &t he Juice
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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