D o rothy I.Riddle, Service-Led Growth, P r a e g e r, New Yo r k, 1986, p.27. D o r o t h y R i d d l e 1-1 5

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2 D o rothy I.Riddle, Service-Led Growth, P r a e g e r, New Yo r k, 1986, p.27. D o r o t h y R i d d l e 1-1 5

3 / / Colin Clark [ 1 ] C l a r k - F i s h e r 1-1 C l a r k Nelson N. Foote Paul K. Hatt [ 2 ] [1] Colin Clark The Conditions of Economic Pro g re s s 3d ed. The Macmillan Co. L o n d o n [2] N. N. Foote and P.K. Hatt, Social Mobility and Economic Advancement, American Economic Review, May 1953, pp

4 ( ) N A N A 1993 Statistical Ye a r b o o k Department of International Economic and Social Affairs Statistical O ff i c e United Nations New Yo r k p p

5 ( ) U. S. D e p a rtment of Commerce, Bureau of the Census, Historical Statistics of the United States, 1975, p. 137, and U.S. Department of Commerce, Bureau of the Census, Statistical Abstract of the U.S., 1995, p / [ 1 Daniel Bell ] [1] Daniel Bell The Coming of Post-Industrial Society A Ve n t u re in Social Fore c a s t i n g Basic Books I n c. New Yo r k

6 B e l l 19 Ernst Engel M a s l o w

7 ( ) ( ) ( ) ( ) ( ) ( ) Economic Indicators

8 8 1-3 ( ) U.S. Department of Commerce, Bureau of Census, Statistical Abstract of the U.S., M

9 1 9 V C R [ 1 ] [ 2 ] [ 3 ] [1] Susan B. Garland, The Graying of America Spawns a New Crisis, Business We e k, Aug. 17, 1987, pp [2] Harold E. Johnson, Older Workers Help Meet Employment Needs, Personnel Journal, May 1988, pp [3] Edward Cornish, The Coming of the Singles Society, The Futurist, July-August 1987, p. 2.

10 10 James Brian Quinn Christopher E. Gagnon [ 1 ] Q u i n n G a g n o n S t o u ff e r s Marshall Field Giant Foods B r a n i ff 1 C AT M R I [1] J. B. Quinn And C. E. Gagnon, Will Services Follow Manufacturing into Decline? H a rv a rd Business R e v i e w, November-December 1986, pp

11 [ 1 ] 2 D H L C l a r k - F i s h e r [1] John Greenwald, Down and Down the Dollar Goes, Ti m e, Sept. 7, 1992, pp

12 ( ) ( ) ( ) The New Jobs: A Growing Number Are Good Ones, Judith H. Dobrzynski, The New York Times, July 21, 1996, p.10. ( ) ( ) ( ) ( ) N A N A N A

13 ( ) ( ) ( ) N A N A Regional Financial Associates, Bureau of Labor Statistics, The New York Ti m e s, July 21, 1996, p. 10.

14 ( ) ( ) W. E. Sasser, R. P. Olsen, and D. D. Wy c k o ff, Management of Service Operation, A l l y n and Bacon, Boston, 1978, p. 11 ( ) ) 5

15 ( P a c k a g e ) 2.2 ( ) 2-1 How Can Service Businesses Survive and Prosper? by Roger W. Schmenner, S l o a n Manage-ment Review, v o l. 27, no. 3, Spring 1986, p. 25 (Roger Schmenner) 2-1 ( )

16 16 ( ) ( C u s t o m i z a t i o n ) [ 1 ] (Service Shop) ( 2-2 ) ( ) 2-2 How Can Service Businesses Survive and Prosper? Roger W. Schmenner, Sloan Management Review, vol. 27, no. 3, Spring 1986, p. 27. [1] R. B. Chase and D. A. Garvin, The Service Factory, H a rv a rd Business Review, vol. 67, no. 4, July/August 1989, pp

17 (Service Package) 4 (1) (2) (3) (4) 2-2 ( )

18 ( N I A S E ) ( P S R O ) 4 24 AT M

19 2 19 ( ) ( ) ( 1 ) (2) (3)

20 [ ] [ 2 ] [ 3 ] 3 ( 1 ) 1) 2) ( ) 3) ( ) (2) 1) 2) ( ) 3) (3) ( ) ( ) ( ) ( Domino's Pizza ) 1. ( ) ( ) 2. ( [1] R. C. Cohen, R. McBridge, R. Thornton, and T. White, Letter Mail System Performance Design: An Analytical Method for Evaluating Candidate Mechanization, Report R-168, Institute for Defense Analysis, Washington, D. C., [2] James A. Fitzsimmons, The Use of Spectral Analysis to Validate Planning Models, S o c i o - E c o n o m i c Planning Sciences, vol. 8, no. 3, June 1974, pp [3] E. H. Blum, Urban Fire Protection: Studies of the New York City Fire Depart m e n t, R-681, New York City Rand Institute, New York, January 1971.

21 2 21 ) ( ) ( ) ( ) ( ) ( ) M a r r i o t t J. [ 1 Willard Marriott ] ( ) ( ) [1] G. M. Hostage, Quality Control in a Service Business, H a rv a rd Business Review, vol. 53, no.4, July- August 1975, pp

22 22 ( Transactional Analysis) ) 2) ( ) ( ) 2-3

23 ( ) ( ) ( ) ( ) 4 ( ) ( ) (1) (2) 2-1 (3) 7 (4) (5)

24 Granite Rock ( ) 30 D o m i n o s Pizza Robert Hiebeler, To Compete Better, Look Far Afield, The New York Ti m e s, September 18, 1994, p ( ) 1 4 ( C C V D ) C C V D

25 ( ) ( ) ( ) ( ) C C V D ( ) 20 (1) (2) (3) ( ) (4)

26 3 4

27 Service Encounter 3.2 2

28 3 29 Shouldice Hospital 12 [ 1 ] [1] Harvard Business School case, Shouldice Hospital Limited ICCH no p. 3.

29 [ 1 ] Christopher Lovelock ) 2) 3) 4) AT M 3-1 Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p.12. C D / [1] a Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p.920.

30 S a m 3-2 Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p.15.

31 B u rger King (1) (2) (3) Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p

32 Christopher H. Lovelock, Classifying Services to Gain Strategic Marketing Insights, Journal of M a r k e t i n g, vol. 47, Summer 1983, p M e d 2 L.L. Bean M a r r i o t t

33 [ 1 ] Michael Porter [ 2 ] Wa l - M a r t F e d e r a l E x p r e s s 1. U S A A U S A A S a m P r i c e 2. H.&R. Block American Airlines 800 [1] James L. Heskett, Positioning in Competitive Service Strategies, Managing in the Serv i c e E c o n o m y, Harvard Business School Press, Boston, [2] Michael E. Porter, Generic Competitive Strategies, Competitive Strategy, Free Press, New York, 1980.

34 S p r i n t N o r d s t r o m H a r t f o r d Magic Pan U S A A / [ 1 D a v i d o w U t t a l ] Palo Alto D a v i d o w U t t a l [1] W. H. Davidow and B. Uttal, Service Companies: Focus or Falter, H a rv a rd Business Review, July/August 1989, pp

35 36 / Micheal E. Porter Competitive Strategy C o m p e t i t o r s Techniques for Analyzing Industries and 3.6 A FA A Terry Hill o r d e r-winning criteria [ 1 ] P P O [1] Terry Hill,Manufacturing Strategy, I r w i n, H o m e w o o d, I l l., , p p

36 3 37 P P O

37 38 (1) (2) (3) (4) (5) (6) F r i t o - L a y s H. E. B (John Campbell) / 3 65 ( ) / 3 S t a m f o r d Progressive Grocer Kevin Coupe 8 0 H. E. B.

38 3 39 O z m u n Diana Dworin, Central Market proves it can thrive even as it shuns conventional wisdom and big-name products, Austin American Statement, October 2, 1994, p. H ( ) Ta l l a h a s s e e ( ) 737 Love Field Love Field -Fort Wo r t h 1 10

39 40 S A B R E (1) (2) (3) (4)

40 K m a r t V S AT ( ) K m a r t V S AT GTE Spacenet Tr o y K m a r t [ 1 ] 4.1 ( ) [1] Bernie Ward, Microspace, Maxiprofits, S k y, December 1990, pp

41 U P C U P C David Collier [ 1 ] [1] David A Collier, The Service Sector Revolution: The Automation of Services, Long Range Planning, vol.16 no. 6, December 1983, p. 11.

42 4 43 ( F ) ( V ) ( P ) ( N ) ( I ) ( E ) ( T ) Robert Radchuck [ 1 ] 1 Microsoft Project for Windows, [1] Robert P. Radchuck, Step-by-Step into High Te c h, CA Magzine, vol. 115, no. 6, June 1982, pp

43 F V F I V T V T V T, F I V I V T N IRS 1040EZ T 7. 6 F I F I V C AT M R I I V E V 6. 0 F F V 4. 9 F V Master Card II V E V T V I B M F I T G V I I I T I 2. 2 V T V T P 1. 6 F P V P V T 1. 5 F V F T 1. 4 F I F T ( ) P Employment and Earnings U.S. Department of Labor, Bureau of Labor Statistics, December 1991, Table B-2, pp David A. Collier The Service Sector Revolution: The Automation of Services, Long Range P l a n n i n g, vol. 16, no.6, December 1983, pp Copyright 1983 Pergamon Press Ltd.

44 [ 1 ] 4-1 : : : : 4-1 ( James A. Fitzsimmons, Strategic Role of Information in Serv i c e s, in Rakesh V. Sarin (ed.), Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa, Kluwer Academic Publisher, Norwell, Mass., 1993, p. 103.) James L. Heskett [ 2 ] 1. S A B R E D e l t a 1982 ( C A B ) F r o n t i e r [1] James A. Fitzsimmons, Strategic Role of Information in Services, in Rakesh V. Sarin(ed.), Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa, Kluwer Academic Publisher, Norwell, Mass., 1993 [2] James L. Heskett, Operating Strategy Barriers to Entry, Managing in the Service Economy, H a r v a r d Business School Press, Boston, 1986.

45 46 2. [ 1 ] People Express [ 2 ] Alfred Kahn 70 [ 3 ] 3. American Hospital Supply M c K e s s o n [ 4 ] S A B R E [ 5 ] M a r r i o t t Wa l - M a r t ( Vi d e O c a r t ) [ 1 1 ] [1] Frontier Airlines, Inc. (A), Harvard Business School Case no , HBS Case Services, [2] R. L. Rose and J. Dahl, Skies Are Deregulated, But Just Try Starting a Sizable New Airline, The Wa l l S t reet Journal, July 19, 1989, p. A1. [3],p. A8. [4] Harold S. Bott, Information for Competitive Advantage, Operations Management Review, Fall 1985, p.35. [5] Barry C. Smith, J. F. Leimkuhler, and R. M. Darrow, Yield Management at American Airlines, I n t e r f a c e s, vol. 22, no. 1, January-February 1992, pp

46 ( O t i s ) James L. Heskett [ 2 ] 1. Dun & Bradstreet H o m e S h i e l d 2. Club Med Club Med Club B o r d e n F r i t o - L a y P l a n o [1] Kevin Helliker, Wa l - M a r t s Store of the Future Blends Discount Prices, Department-Store Feel, The Wall Street Journal, May 17, 1991, p. B1. [2] Heskett, op. cit., p. 44.

47 48 F r i t o - L a y [ ] Peter Pan Foodtown Super Market 3350 Hempstead Tu r n p i k e Levittown, NY Pathmark Supermarket 3635 Hempstead Tu r n p i k e Levittown, NY King Kullen Market 598 Stewart Av e. Bethpage, NY S t o ff e r s Red B o x 55 Dan's Supreme Super Market th St Flushing, NY Food Emporium Madision Ave. & 74th St New York, NY Waldbaum Super Market Horace Harding Flushing, NY Coors Food Emporium 1498 York Av e. New York, NY Food Emporium First Ave. & 72nd St New York, NY G r i s t e d e s Supermarket 350 E. 86th St. New York, NY Michael J. McCarthy, Marketers Zero in on Their Customers, T h e Wall Street Journal, March 18, 1991, p. B1. The Wall Street Journal, Dow Jones & Company, Inc. [1] Peter H. Lewis, Looking beyond Innovation, an Award for Results, The New York Ti m e s, June 23,1991, p. 8.

48 ( D E A ) A. Charnes W. W. Cooper E. Rhodes D E A ( ) ( ) 100 D E A [ 1 B a n k e r M o r e y D E A ] 3 ( ) 6 ( ) ( ) 14 [ 2 ] ( Rayport, Jeffrey F., and J.J. Sviokla, Exploiting the Virtual Value China, H a rv a rd Business R e v i e w, N o v e m b e r-december 1995, pp. 78, 82.) [1] R. D. Banker and R. C. Morey, E fficiency Analysis for Exogenously Fixed Inputs and Outputs, Operations Researc h, vol. 34, no.4, July-August 1986, pp [2] J e ffrey F. Rayport and John J. Sviokla, Exploiting the Virtual Value Chain, H a rv a rd Business R e v i e w, November-December 1995, pp

49 ( ) ( U S A A ) U S A A ( ) U S A A U S A A U S A A U S A A ( I R S )

50 4 51 L o t u s L o t u s [ 1 ] [1] How Did They Get My Name? N e w s w e e k, June 3, 1991, p. 41.

51 52 (1) (2) (3)? (4)? (5)? (6)? (7) ( ) F r i t o - L a y F r i t o - L a y P l a n o F r i t o - L a y Charles S. Feld F e l d F e l d 18 F e l d F r i t o - L a y Peter H. LewisLooking Beyond Innovation, an Award for Results, The New York Ti m e s, S u n d a y, June 23, 1991, p

52 4 53 Debbi Sivyer F i e l d s F i e l d s 1977 Palo Alto 1980 F i e l d s F i e l d s ( F i e l d s ) R a n d y F i e l d s F i e l d s F i e l d s F i e l d s ( D S M ) ( R D O ) F i e l d s P a r k 24 F i e l d s F i e l d s M I S ( ) / 1)? 2)? 3)? Fields F i e l d s F i e l d s F i e l d s R O I ( )

53 54 F i e l d s F i e l d s (1) F i e l d s (2) 100 (3) F i e l d s

54

55 C 5.1 )

56 [ 1 ] G. Lynn Shostack 5-1 ) 5-1 G. Lynn Shostack, Service Positioning through Structural Change, Journal of Marketing, vol. 51, January 1987, p. 36. [1] G. Lynn Shostack, Designing Services That Deliver, H a rv a rd Business Review, January-February 1984, pp

57 58 Service Encounter 9 6 F 30 ) G. Lynn Shostack [ 1 ] 5-2 H & R [1] G. Lynn Shostack, Service Positioning through Structural Change, Journal of Marketing, vol. 51, January 1987, pp

58 / / ( 4 ) 4 ( 15 ) 20 ( 6 ) 12 ( 6 ) G. Lynn Shostack, Service Positioning through Structural Change, Journal of Marketing, vol. 51, January 1987, p ( )

59 ( ) ( ) ( ) Urban We m m e r l o v, A Taxonomy for Service Process and Its Implications for System Design, International Journal of Service Industry Management, vol.1, no.3, 1990, p

60 [ 1 ] [1] Theodore Levitt, Production-Line Approach to Service, H a rv a rd Business Review, September- O c t o b e r 1972, pp

61

62 ) ) ) 5 )! A A M C O M i d a s R i c h a r d [ 1 C h a s e ] [1] Richard B. Chase, Where Does the Customer Fit in a Service Operation? H a rv a rd Business Review, N o v e m b e r-december 1978, pp

63 Richard B. Chase, Where Does the Customer Fit in a Service Operation, H a rv a rd Business R e v i e w, November-December 1978,p139.

64 [ 1 ] C h a s e 5-3 / 5-3 : R. B. Chase and N.J. Aquilano, A Matrix for Linking Marketing and Production Variables in Service System Design, P roduction and Operations Management, 6th ed., Richard D Irwin,Inc., Homewood, Ill., 1992,.p I T I T S n a p C r a c k l e P o p I T I T I T I T I T I T I I T 1. I T [1] R. B. Chase and N.J. Aquilano, A Matrix for Linking Marketing and Production Variables in Service System Design, P roduction and Operations Management, 6th ed,. Irwin, Homewood, Ill., 1992.

65 66 D e l t a D e l t a 2. I T h t t p :// w w w. i n s l a b. u k y.edu/mailinglists/ mazdal i s t. h t m l I T I T ) 5.6 6

66 5 67 (1) S h o s t a c k ( 2 ) (3) (4) ( 5 ) (6) P a c B e l l P a c B e l l 12 Santa Ana I N F O T E L 25 4 ( ) I N F O T E L Santa Clarita 3 I N F O T E L 4 I N F O T E L I N F O T E L P a c B e l l 10 I N F O T E L Sandy Coash S a n d y

67 68 I N F O T E L P a c B e l l 22 2 Santa Clarita 6 Cindy Pascoe I N F O T E L I N F O T E L I N F O T E L ( U P S ) I N F O T E L 1 8 Reprinted with permission from Joan E. Rigdon, Retooling lives: Technological Gains Are Cutting Costs, and Jobs,in Services, The Wall Street Journal, February 24, 1994, p. A5. Reprinted by permission of The Wall Street Journal, 1994, Dow Jones & Companym, Inc. All Rights Reserved Wo r l d w i d e. [ 1 ] 100 Sang M. Lee S a n g [1] :Sang M. Lee, Japanese Management and the 100 Yen Sushi House, Operations Management R e v i e w, Winter 1983, pp

68 5 69 L e e M i s o s h i r u ( ) L e e 100 Ta m u r a ( ) ( ) ( 1 ) 100 (2) 100 ( 3 ) (4) 100

69 70 [ 1 ] 8 : 00 5 : 00 6 : 00 9 : 00 [1] Mara Segal James Fitzsimmons

70 : 30 5 : 00 5 : 00 8 : : 00 3 : 00 3 (1) (2) (3) (4) 5-4 ( ) ( )

71 72 ( )

72 5 73 C l a r k e Wr i g h t C - W [ 1 ] C - W C - W C - W C - W B r i d g e t t e 6 2 B e r n a d e L o u i s e 5 6 C - W 2C 0 1 2C 0 2 B r i d g e t t e C - W S i j C 0i C 0j C i j B r i d g e t t e S 1 2 C 0 1 C 0 2 C C - W C - W C - W 5 B r i d g e t t e (1) 5-5 B r i d g e t t e 5-4 [1] G. Clarke and J.W. Wright, Scheduling of Vehicles from a Central Depot to a Number of Delivery P o i n t s, Operations Researc h, vol. 12, no. 4, July-August 1964, pp

73 74 (2) (3) S ij (4) T T i j 0 ( ) j T 3 a T 2 ( B r i d g e t t e ) j ( ) T 0j 2 T ij 2 T T 2 b T 1 i j T i j 1 T 1 c T 0 i j T i j 0 T 0 T 0 T 1 2 X T T 2 ( ) 5-7 a B r i g t t e ( 4 ) T= 2 (5) C (i j) j a T 0i T 0j 0 b i j c i j 3 T i j = 1 B r i d g e t t e C ( 2 3 ) ( 1 7 T 02 T T = 1 C ( 2 3 ) 5-7 b T a) 5-7b)

74 5 75 C ( 0 2 ) C ( 0 3 ) T= 2 T= b T 3 5 a 5 b 5 c 5 3 T 1 3 ( ) C - W B r i d g e t t e b C ( 2 4 ) 14 T 02 T T = 1 C ( 0 2 ) C ( 0 4 ) T 5-7 c C ( 1 2 ) T 01 0 T a C ( 3 4 ) T 03 T b C ( 1 3 ) T 01 T C ( 1 3 ) T d c) d) C - W B r i d g e t t e B r i d g e t t e C - W B r i d g e t t e 5 c T a (

75 76 ) C ( 2 3 ) 2 3 C ( ) T 1 C ( 0 2 ) C ( 0 3 ) T b B r i d g e t t e ( 5 c ) ( 1 2 ) ( 1 3 ) ( 2 4 ) ( 3 4 ) 1 4 T 1 C ( 1 4 ) C ( 0 1 ) C ( 0 4 ) T c a) 5-10b) 5-10c) C - W [ 1 ] B a r t h o l d i S e n i o r ( M O W ) M O W ( 1 ) (2) 4 [1] J.J. Bartholdi III, L.K. Platzman, R.L. Collins, and W.H. Warden III, A Minimal Te c h n o l o g y Routing System for Meals on Wheels, I n t e r f a c e, vol. 13, no. 3, June 1983, pp. 1-8.

76 5 77 (3) (4) M O W 2 R Θ R o l o d e x ( ) R o l o d e x 4 C - W 1 0 S i j C 0i C 0j C i j

77

78

79 Lone Star a b c a / / b. c. 1 / 10 [ 1 ] D a l e y Alice Daley D a l e y 6 [1] Roland Bressler Raymond Matthews James A. Fitzsimmons

80 5 81 D a l e y 9 D a l e y (1) 10 (2) 9 (3) 8 9 (4) 6 - (5) (6) 8 9 (7) 2 5 (8) 8 [ 1 ] Port We l k i n 5 Kelly Mist M i s t R u s h R u s h 5 (1) Mist [1] James Va n c e James Fitzsimmons

81 / 60 / 9 0 C - W R u s h (2) Rush M i s t ( ) 40 R u s h (3) R u s h M i s t 3 ( ) R u s h M i s t

82 K m a r t Wa l - M a r t Wa l - M a r Wa l - [ 1 m a r t K m a r t ] Wa l - m a r t K m a r t K m a r K m a r t Wa l - M a r t K m a r Wa l - M a r t Wa l - M a r t Wa l - m a r t I H O P International House of Pancake ) M c D o n a l d [1] Francine Schwadel, Little Touches Spur Wa l - M a r t s Rise, The Wall Street Journal, September 22, , p. B 1.

83 84 [ 1 ] , M c D o n a l d I H O P [1] Steve Lohr, The Best Little Bank in America, The New York Ti m e s, July 7, 1991, sec.3, p.1.

84 M c D o n a l d N o r d s t r o m s Eddie Bauer

85 Priscilla Price B H G

86 ( ) ( ) a 3

87 a) b) 6-1 a) b ) 6-1 b

88 n n n Wa c o N e p t u n e s Realm 6-2 [ 1 ] a 6-2 A D A C 124 A C C A 6-3 b c A C D E F d B E F [1] Elwood S. Buff a, Sequence Analysis for Functional Layouts, Journal of Industrial Engineering, vol.6, no.2, March-April 1995,pp

89 90 B E F E F C R A F T [ 1 ] C R A F T / / C R A F T 6-5 C R A F T 6-2 ( ) A B C D E F a) b) C A c) A C d) B E F 6-3 [1] E. S. Buffa, G. C. Armour, and T.E. Vo l l m a n n, Allocating Facilities with CRAFT, H a rv a rd Business R e v i e w, vol. 42, no.2, March-April 1964, pp

90 CRAFT Reprinted by permission of the Harvard Business Review. EXHIBIT from"allocating Facilities with Craft," by E. S. Buffa, G. C. Armour, and T. E. Vollman (March-April 1964). Copyright 1964 by the president and fellows of Harvard College; all rights reserved.

91 D S.E.Kimes and S. A. Mutkoski, "The Express Guest Check: Saving Steps with Process Design, " The Cornell HRA Quarterly, August 1989, p.23. Cornell HRA Quarterly, Used by permission, All rights reserved.

92 K i m e s M u t k o s k i [ ] S. E.Kimes and S.A.Mutkoski, The Express Guest Check: Saving Steps with Process Design, The Cornell HRA Quart e r l y, August 1989, p.23. Cornell HRA Quarterly. Used by permission. All rights reserved. 6.5 Richard E. We n e r [ 2 ] [1] S. E. Kimes and S. A. Mutkoski, The Express Guest Check: Saving Steps with Process Design, T h e Cornell HRA Quarterly, vol.30, no.2, August 1989,p.23. [2] Richard E. We n e r, The Environmental Psychology of Service Encounters, in J. A. Czepiel, M.R. Solomon, and C. F. Surprenant(eds.),The Service Encounter, Lexington Books, Lexington, Mass., 1985, p p

93 [ 1 ] F i t z s i m m o n s M a u r e r ( 1 ( 2 ( 3 ( 4 (5 (6 (7 (8 ( ( ) ( ) a b ( ) a ( ) ( ) ) ( ) (J. A. Fitzsimmons and Gavin Maurer, A Walk-Through-Audit to Improve Restaurant P e r f o r m a n c e, The Cornell HRA Quarterly, vol. 31, no. 4, February 1991, p. 97, Cornell HRA Q u a r t e r l y. Used by permission. All rights reserved.) [1] From J. A. Fitzsimmons and G. B. Maurer, Walk-Through-Audit to Improve Restaurant Performance, The Cornell H. R. A. Quart e r l y, February 1991, pp

94 ( 1 ( 2 ( 3 ( 4 ( ( 1 ( 2 ( 3 ( 1 ( /

95

96 ? / / / /

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98 C D Angela Loftin Deborah Ya n c e y James A.Fitzsimmons

99 /

100 Wa l - M a r t K m a r t 7 C R A F T 1. J F K

101 A B C D E F A B C D E F A B C D E F A B C D 5 9 E 4 F

102 6 103 A D A F B D B F (1) (2) 6. 2 (3) 4 5 C R A F T C R A F a. b a. b. /

103 a. b. 4 c. 3 b a. b. 5 c a. b. c The Second Best Discount 6 A B C D E F A B C D E F

104 A B C D E F A 0 0 B 0 C 0 D E 0 F A B C D E F A B C D E F Best Buy C D Circuit City

105 106 Incredible Universe Circuit City Circcuit City Best Buy Best Buy C o m p U S A Computer City B e s t B u y Circuit City Incredible Universe Circuit City Best Buy Circuit City Circuit City Circuit City 30 C a m p o Sun TV The Good Guy Best Buy B e a c h w o o d Adam Levin Circuit City L e v i n Roger C. Lanctot, Software, Peripherals Take a Back Seat To Big Iron, Computer Retail We e k, CMP Media Inc., March 4, 1996, no.628, p.64 ( A ) ( 7 ) X 40 1

106 A B C D E F A B C D E X F ( B ) ( ) 1 2 / ESQUIRE 1971 ESQUIRE 20

107 C R A F T ESQUIRE

108 ( ) ( ) 7.1

109 ( ) ( ) 7-2 d i j i j x i, y i i x j, y j j x i, y i 2, 2 x i, y j 4, 4 d i j [ (x i x j ) 2 (y i y j ) 2 ] 1 2 ( 7-1 ) d i j [ ( 2 4 ) 2 + ( 2 4 ) 2 ] , : d i j x i x j y i y j ( 7-2 ), d i j

110 ( ) ( ) ( ) ( ) ( ) 1. ( ) ( )

111 112 ( ) 1) ) 1 3. William J. Abernathy John C.Hershey [ 1 ] 1) 2) 3) 1) 2) C 2 B A 3 A A B C [ 2 ] [1] W. J. Abernathy and J.C. Hershey, A Spatial-Allocation Model for Regional Health-Services Planning, Operations Researc h, vol.20, no.3, May-June 1972, pp [2] From L.A. Brown, F. B. Williams, C. Youngmann,J. Holmes, and K. Wa l b y, The Location of Urban Population Service Facilities :A Strategy and Its Application, Social Science Quart e r l y, vol.54, no.4, March 1974, pp

112 ( A F D C ) ) 2) ( 7-3 ) A F D C Y i X 1i X 2i X 3i ( 7-3 ) Y i A F D C i X 1i i X 2i 18 X 3i 18 Y i ( 7-3 ) Y i ( 7-4 ) i x i i

113 114 s Z s 0 d d (7-5) 5 0 ( ) =29 = x y ( 7-6 ) i ( ) x i, y i i x s, y s n ( 7-7 ) (1) x x s (2) y

114 7 115 y s x s y s x y ( 7-8 ) ( 7-8 ) 7-5 ( )/ 2 8 x x s x ( ) x 2 (x 2 ) 7-1 x 3 ( x 3 ) 3( 3=3) 1( 1=7) 2( 2=1) 4( 4=5) x/ y s y 7-5 ( ) y 2 ( y 1 2 ) 7-5 ( ) y 2 A B

115 x s 7-2 y s 7-3 A B 35 A B 7-3 A B 2 ( 7-9 ) x s y s x s y s ( ) ( 7-11 ) x s y s ( d is )

116 7 117 [ 1 x s y s x s y s ] x s = 2 y s = 2 ( ) x s / ( 7-11 ) y s / x s y s 7-4 (x, y) ( ) (d is ) ( 7-12 ) A ij j i S j j T i j i j ( λ 2 10 ) L. [ 2 ] P ij n P ij i j ( ) E jk j k ( ) [1] We b e r Alfred We b e r [2] David L. Huff, A Programmed Solution for Approximating an Optimum Retail Location, L a n d E c o n o m i c s, August 1966, pp

117 118 P i j i j ( 7-13 ) C i i B i k i k m M jk j k ( ) (x 2 y 2 ) 7-5 A 10 λ 2 (x 3 y 2 )( B ) (T i j ) 7-6 (A i j ) j i j i 7-7 (P i j ) i j 7-8 (E j k ) (M j k ) j

118 ( 6 )

119 120 5 ( 3 8 ) ( 3 9 ) ( 4 7 ) ( 4 8 ) ( 4 9 ) R i c h a r d [ 1 C h u r c h Charles ReVe l l e ] L. L. B e a n [1] R. Church and C. ReVelle, The Maximal Covering Location Problem, Papers of the Regional Science A s s o c i a t i o n,vol. 32, Fall 1974, pp

120 7 121 ( ), La Quinta Au Bon Pain F i l e n e 5 [ 1 ] [ 2 H ] V I S A A [ 3 ] [1] Suzanne Alexander, Saturating Cities with Stores Can Pay, The Wall Street Journal, Sept.11, 1989, p. B 1. [2] James H. Donnelly, Marketing Intermediaries in Channels of Distribution for Services, Journal of Marketing, vol. 40, January 1976, pp [3] D. A. Lopez and P. Gray, The Substitution of Communication for Transportation: A Case Study, Management Science, vol. 23, no.11, July 1977, pp

121 122 (1) (2) (3) (4) (5) ( ) ( ) ( ) ( )

122 7 123 Au Bon Pain Au Bon Pain Au Bon Pain F i l e n e Au Bon Pain ( ) Au Bon Pain 75

123 124 3 B e n e t t o n B e n e t t o n B e n e t t o n B e n e t t o n B e n e t t o 20 Au Bon Pain Au Bon Au Bon Pain Au Bon Pain 10 Au Bon Pain Au Bon Pain Au Bon Pain Au Bon Pain

124 7 125 Suzanne Alexander, Saturating Cities with Stores Can Pay, The Wall Street Journal, September 11, 1989, p. B x y A( 6 2 ) B( 8 6 ) C( 5 9 ) D( 3 4 ) ( ) ( )/ ( D 2 C 3 5 ) x ( ) x 5 ( B 1 A 2 C 3 6 ) x 5 ( C 3 B 1 4 ) y y 6 ( A 2 D 2 4 ) y 4 ( 5 4 ) ( 5 6 ) 2. D C D ( H u ff ) C D (T i j ) ( ) ( ) (i) (j) A( 6 2 ) B( 8 6 ) C( 5 9 ) D( 3 4 ) C D

125 126 (S 3 ) 2 ( 7-12 ) A C T 0 (A ij ) (i) (j ) A B C D S 1 = S 2 = ( 7-13 ) A C (P ij ) (i) (j ) A B C D ( 7-14 ) ( 7-15 ) A C (E jk ) (M jk ) ( ) (j ) A B C D ( ) (1) (2) ( H u ff ) (3) (4) (5)

126 ω 1 7 ω 2 9 ω 3 5 ω A x y C 1 ( 4 4 ) C 2 ( 4 11 ) C 3 ( 7 2 ) C 4 ( ) C 5 ( 14 7 ) ω 1 3 ω 2 2 ω 3 2 ω 4 4 ω 5 1 ( x y ) x y H 1 ( ) H 2 ( 7 6 ) H 3 ( 4 2 ) H 4 ( 16 3 ) x y C 1 ( 1 2 ) C 2 ( 2 6 ) C 3 ( 3 3 ) C 4 ( 4 1 ) C 5 ( 5 4 ) ω 1 5 ω 2 4 ω 3 3 ω 4 1 ω x y A ( 1 4 ) B ( 5 5 ) C ( 8 3 ) D ( 8 1 ) A 2 8 B 2 2 C 3 6 D 1 8 a. b. a 7.6 x y P 1 ( 4 4 ) P 2 ( 12 4 ) P 3 ( 2 7 ) P 4 ( ) P 5 ( ) ω 1 4 ω 2 3 ω 3 2 ω 4 4 ω 5 1 a. b. A B A C C C C C ( ) B B B B C C C C C C B u l l s Eye 7. 8 B u l l s Eye 2 5 (j 1 j 2 B u l l s Eye ) T T T T T T T T 4 2 = 2 5 T T

127 ( ) a. ( 2 ) b ( AT M s ) a. 30 b. a (c i ) ( C ) ( ) 7-12 ( 7-8 )

128 ( ) ( )

129 130 Athol Athol ( A F I ) Carlos Gutierrez G u t i e r r e z 7-9 ( 800 ) ( 1 12 ) ( ) ( ) A B A F I X Y Z C a r l o s A F I ( ) A B ( ) X Y Z C a r l o s 7-16

130 7 131 A F I C a r l o s A B X Y Z ( ) ( ) (1) ( = 1 ) A F I A F ( ) (2) (3) ) (4)

131 L e h r e r McGovern Bovis 8.1 (1) (2) (3) (4) (5) (6)

132 (7) (8) Microsoft Project for Wi n d o w s W B S Work Breakdown S t r u c t u r e W B S W B W B S 2. 3.

133 (Gantt Chart) L 1L 2L

134 , R A O N ( A O A ) P E RT

135 ( ) A 2 B 8 C A 3 D C 2 E C 1 0 F B C 4 G D 4 H E F 1 I E G 3 J H I A O A ( ) 3 7 C B F 3 7 ( 3 7 ) ( D B ) A O A 8-3 A O A A O N 8-2 A O A 8-3 ( A O N ) ( C P M )

136 t E S E F L S L F T S E S E F L S L F E S E F 0 ES =EF EF=ES + t E F t L S L F L F = E F L F L S 8-3 L S L F t 8-4 L S T S L F E F T S L S E S t

137 138 r 20 E F ( E F H ) E F E S TS ES EF LS LF L F 2 0 D E F C L S L F 0 E S L S E F L F A - C - E - I - J TS ES EF LS LF P E RT 8-2 G F H G 4 4 B F 5 H 2 F 14 H 18 F 3 H E S F G H

138 8 139

139 140

140 (Microsoft Project for Wi n d o w s ) ( ) ( ) ( ) 8-9 ( ) B F H

141 142

142 8 143

143 ( / ) A B C D E F G H I J E S (C* C) (D D* ) C * D * A - C - E - I - J I 1 2 ( 8-7 )

144 * ( 1 ) 8-5 I * A - C - E - I - J 19 C 1 E 3 15 A - C - E - I - J B - F - H - J E B 9 J A - C - E - I - J * ( ) ( 8-7 ) * 6 * I * C * E E E J * E * B A * B *

145 I * C * E E E J * E * B A * B* A - C - D - G - I - J A - C - E - I - J A - C - E - H - J A - C - E - H - J B - F - H - J t A+4M+B B A P( A)=0.01 P( B)= ß ( ) ( ) (A) A 1 2 (M) M 3 (B) B 1 4 t (A 4M B)/6 (8-8) 98 A B

146 8 147 A B 6 (B A)/6 (8-9) 2 (B A) 2 /36 (8-10) (1) A M B (2) ( 8-8 ) t (3) T (4) σ T2 ( ) [ 1 (5) ] (6) ( A ) ( ) ( 8-8 ) ( 8-10 ) A - C - E - I - J 20 T T2 4 / / / / / A M B ( 2 ) (t) A / B / C / D / E / F / G / H I / J T T2 24 Z ( 8-11 ) [1]

147 148 (8-11) Z ( m e rge node bias) ( G ) A 2 M 3 B ? ( 8-8 ) ( 8-10 ) G t / G G T S 1 G A - C - D - G - I - J

148 8 149 Z 2 T T 24 ( 8-11 ) Z [ 1 ] [1] R.M. Van Slyke, Monte Carlo Methods and the PERT Problem, Operations Researc h, vol. 11, no. 5, S e p t e m b e r-october 1963, pp

149 Managepro for Wi n d o w s Kerry N. Diehl D i e h l Managepro for Wi n d o w s Managepro for Wi n d o w s Managepro for Wi n d o w s South Lake Ta h o e Ridge Ta h o e Stacey Richardson ! L i n d a 4 1 L i n d a C u p e r t i n o Ta n d e m Randy Dugger M a n a g e p r o M a n a g e p r o

150 8 151? M a n a g e p r o A B X 60 M a n a g e p r o D i e h l Ta n d e m D u g g e r Peter H. Lewis, Pairing People Management with Project Management, The New York Ti m e s April 11, 1993, p ( ) ( C P M ) M i l e s t o n e ) P E RT,,

151 M c Wa ff l e E S L S E F L F T S E S E F L F L S T S = L S E S A B C D E F G H I C F H I TS = ( H 1 6 ) C

152 8 153 ( ) 14 F A F G 3. M c Wa ff l e 20 ( 8-8 ) ( 8-10 ) A / 3 6 B C / 3 6 D / 3 6 E / 3 6 F / 3 6 G / 3 6 H / 3 6 I C - F - H - I 17 T2 4 / / / / ( 8-11 ) 20 Z A ? 4 5 6

153 A 4 B 3 C 4 D 6 A E 3 A F 5 C G 4 D H 6 A B F I 2 E G H a. b. c. d.? 8.2 A 1 B 2 C 2 D 2 A B E 4 A C F 1 C G 4 D H 8 G E F a. b. c. d.? 8.3 Slippery Rock

154 8 155 A 3 B 5 A C 1 0 D 3 B C E 5 B C F 1 0 E G 8 C H 3 G I 2 D H J 3 F I a. b. c ?( ) A ( 3 ) B ( 2 ) C ( 2 ) D ( 5 ) 5 A a. 20? b ? 8.5 A B C D E F G

155 A 1 0 B 28 C 2 A D 1 C E 2 D F 3 0 D G 4 5 D H 1 B D I 6 E H J 5 F K 1 E G H L 6 I J M 2 L N 1 K M O 4 K M P 1 N Q 1 N O R 1 P Q a. b. c. d B C O 4 N 2 O N A B C A 4 4 4

156 8 157 ( ) D A E B F B G C H D E G I F a. b. c. 2? 8.8 A B C A D A E C F D G B H E F I G J H I a. b.? c. 4 1? 8.9 A 5 1 B 10 2 C 4 1 D 7 1 E 6 2 F 8 1 G 4 2 H 3 1 I 5 1 J 7 2 K 8 3

157 158 a. b. 2 4? 8.10 A I C A B A C B D A E A F D C G D H D E I F G H a. b. c. d. 25? 1 4 (1) (2) (3) (4) A 3 0 B C ( ) 60 ( ) 40

158 8 159 D 100 A B C E 30 B F 20 E G 25 C H 20 F G I 3 0 H J 2 0 H K 1 5 H L 20 H M 15 D N 20 I O 15 J P 10 K Q 18 L R 35 I J K S 25 L T 20 M N U 15 M O V 12 M P W 15 M Q X 20 T U V W Y 30 H Z 2 0 Y A A 1 5 Z B B 3 X A A C C 60 R S B B D D 5 C C E E 5 D D B?

159 ) 2) P E RT ( ) ( ) E M S ( ) ( 3 ) /

160 ( ) (1) P E RT (2) ( ) (3)

161

162 Richard Normann (Moment of Tr u t h ) [ 1 ] S A S Jan Garlzon S A S J a n G a r l z o n [ 2 ] 9.1 [1] Richard Normann, S e rvice Management, John Wiley & Sons, New York, 1984, p.89. [2] Jan Carlzon, Moments of Tr u t h, Ballinger, Cambridge, Mass., 1987.

163 John E.G. Bateson, Perceived Control and the Service Encounter, in J.A. Czepiel, M.R. Solomon, and C.F. Surprenan (eds.), The Service Encounter, Lexington Books, Lexington, Mass., 1985, p J i ffy Lube H.R. Block 9.2.2

164 A B X Y M D [ 1 ] [ 2 ] [ 3 ] ( S e r v i c e M a s t e r ) Garol Loomis [1] H.M. Schwarta and S. M. Davis, Matching Corporate Culture and Business Strategy, O rg a n i z a t i o n a l D y n a m i c s, vol. 59, 1981, p. 33. [2] Henry Mintzberg, M i n t z b e rg on Management: Inside Our Strange World of Org a n i z a t i o n s, The Free Press, New York, 1989, p. 98. [3] Wayne K. Hay, C. John Ta r t e r, and Robert B. Kottkamp, Open Schools/Healthy Schools, Sage Publications, London, 1991, p. 5.

165 9 167 [ 1 ] T Jan Carlzon S A S [ 2 ] Taco Bell S e r v i c e M a s t e r M a r r i o t t Dayton Hudson 1) 2) 3) 4) [ 3 ] 9.4 [1] [4] Carol, J. Loomis, How the Service Stars Managed to Sparkle, Fortune, June 11, 1984, p [2] W.E. Sasser, Jr., CW.L. Hart, and J.L. Heskett, The Service Management Course, The Free Press, New York, 1991, p. 97. [3] L.A. Schlesinger and J.L. Heskett, The Service-Driven Service Company, Harvard Business Review, S e p t e m b e r-october 1991, p. 72.

166 ( ) ( ) 2?

167 J.D. Nyquist, M. J. Bitner,and B.H.Booms, Identifying Communication Difficulties in the Service Encounter: A Critical Incident Approach, in J.A. Czepiel, M.R.Solomon, and C.F. Surprenant (eds.), The Service Encounter, Lexing ton Books, Lexington, Mass., 1985, pp (1) ( ) (2) ( 10 ) (3) ( ) ) (4) ( (5) ( ) (6) ( ) 2 3 (1) ( AT M ) (2) ( ) (3) ( ) 1

168 G r e g o r y S t o n e 4 [ 1 ] (1) (2) (3) (4) [ 2 ] (1) (2) (3) (4) (5) (6) (7) 2 [ 3 ] 9.5.2, [1] Gregory P. Stone, City Shoppers and Urban Identification: Observations on the social Psychology of City L i f e, American Journal of Sociology, July 1954, pp [2] John E. G. Bateson, The Self-Service Consumer: Empirical Findings, in L. Berry, L. Shostack, and G. Upah (eds.), Marketing of Serv i c e s, American Marketing Association, Chicago, 1983, pp [3] Adapted from M. R. Solomon, C.F. Surprenant, J.A. Czepiel, and E. G. Gutman, A Role Theory Perspective on Dyadic Interactions: The Service Encounter, Journal of Marketing, vol. 49, Winter 1985,

169 [ 1 ] Benjamin Schneider, The Servie Organization: Climate Is Crucial, O rganizational Dynamics, Autumn 1980, p. 62. (1) (2) (3) [1] Adapted from Benjamin Schneider, The Service Organization: Climate Is Crucial, O rg a n i z a t i o n a l D y n a m i c s, Autumn 1980, pp

170 172 (4) (5) (1) (2) (3) (4) (5) Benjamin Schneider, The Servie Organization: Climate Is Crucial, O rganizational Dynamics, Autumn 1980, p. 64.

171 9 173 ( ) [ 1 ] The Links in the Service Profit Chain [James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger: Putting the Service-Profit Chain to Wo r k, H a rv a rd Business R e v i e w, March-April 1994, p. 166.] 1. U S A A ( ) [1] J.Adapted from L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser, Jr., and L.A. Schlesinger, P u t t i n g the Service-Profit Chain to Wo r k, H a rv a rd Business Review, March-April 1994, pp

172 ( ) Banc One ( ) ( AT M (1) (2)

173 9 175 (3) (4) (5) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) Judith MartinComplaint-Handling Requires a Deft SwitcherooAssociated Preass as Printed in Austin American Statesman November P. E14 [ 1 ] [1] Bridgett Gagne Sandhya Shardanand Laura Urquidi James A. Fitzsimmons

174 ( ) T

175 D o o r (1) (2) (3) /

176 178 1 ) ( (T) = N T i R i (O T i ) (9-1) N T i i O T i i R i i ( ) N T i ( 9-2 )

177 9 179

178 180 S T i i A CT n ( ) ( ) 2. Sheryl E. Kimes Stephen A. Mutkoski 7 (1) (2) (3) (4) (5) (6) K i m e s M u t k o s k i (7) K i m e s M u t k o s k i [1] S.E. Kimes and S.A. Mutkoski, Customer Contact in Restaurants: An Application of Work Sampling, The Cornell HRA Quart e r l y, May 1991, pp [ 1 ] ( 9-3 )

179 (1) (2) (3) (4) (5) (6) (7) (8) # # 40 S. E.Kimes and S. A. Mutkoski, Customer Contact in Restaurants: An Application of Wo r k S a m p l i n gthe Cornell HRA Quart e r l y, May 1991, p. 86. Cornell HRA Quarterly. Used by permission. All rights reserved. K i m e s M u t k o s k i

180 ( ) N Z P E P ( ) P P = 0. 2 ( 20 ) E = Z = ( A ) ( 9-4 ) N ( )2 ( 0. 2 )( ) N 2 46 ( ) (1) (2) ( 9-4 )

181 ( 11 ) 9-5 :

182 184 ( 9-1 ) N T i R i (O T i ) ( ) ( 1 8 ) ( 9-2 ) ( ) 60 / ( 9-4 ) Last Resort 8 90 a. b a. 85 b a. b Last Resort 60 95

183 9 185 a. b. 8 ( 10 ) a. b ( ) ( ) 5 [ 1 ] 18 M D 67 R N 145 LV N ( R N ) 8 (1) (2) ( ) (3) ( 4 ) (5) (6) (7) (8) ( ) (1) [1] James Va n c e James A. Fitzsimmons

184 186 (2)

185 S E RV Q U A L 4 P o k a - y o k e AT M 5 AT M 8 : 30 AT [ 1 ] [1] Daniel Pearl, More Firms Pledge Guaranteed Service, The Wall Street Journal, July 17, 1991, p.b1.

186 S E RV Q U A L P o k a - y a k e Malcolm Baldrige [ 1 ] (ES) (PS) 10-1 A. Parasuraman, V. A. Zeithaml, and L.L. Berry, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, vol. 49, Fall 1985, p.48. [1] A. Parasuraman, V. A. Zeithaml, and L.L. Berry, S E RVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, vol. 64, no. 1, Spring 1988, pp

187 10 189

188 Club Med 10-2 Club Med / Club Med V.A. Zeithaml, L.L. Berry, and A. Parasuraman, Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, vol.52, April 1988, p.36

189 S E RV Q U A L SERV Q U A L [ 1 ] S E RV Q U A L ( ) 10-1 ( ) SERV Q U A L 7 1 E1 E2 E3 E4 E5 E6 E7 E8 E9 E10 - E 11 - [1] From A. Parasuraman, V. A. Zeithaml, and L.L. Berry, S E RVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, vol. 64, no. 1, Spring 1988, p p

190 192 E12 - E13 - E14 E15 E16 E17 E18 - E19 - E20 - E21 - E22 - X Y Z 7 1 X Y Z P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 - P 11 - P12 - P13 - P14 P15 P16 P17 P18 - P19 - P20 - P21 - P22 (-) A. Parasuraman, V. A. Zeithaml, and L.L. Berry, S E RVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, vol. 64, no. 1, Spring 1988, pp S E RV Q U A L

191 S E RV Q U A L S E RV Q U A L N o r d s t r o m D o m i n o 30 R e l i a n c e [ 1 ] [1] A. Steven Wa l l e c k, A Backstage View of World-Class Performers, The Wall Street Journal, Aug. 26, 1991, p. A10.

192 194 3 / ( / / ) 4 (Glasgow ) LOC > H E E N T / 4 5 G l a s g o w 1 L O C C AT 2 C AT 3 X 4 5 E D 1 2 C AT X 4.

193

194 [ 1 ] 10-4 ( 68 2 ) F [ 2 ] [1] Philip B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill Book Company, New York, [2] G. Taguchi and D. Clausing, Robust Quality, Harvard Business Review, January-February 1990, pp

195 S O P Poka-yoke Shigeo Shingo P o k a - y o k e [ 1 ] P o k a - y o k e P o k a - y o k e 10-2 P o k a - y o k e P o k a - y o k e Wo r d (Quality Function- Deployment, QFD) [ 2 ] Q F D [1] Shigeo Shingo, Zero Quality Control: Source Inspection and the Poke-York System, Productivity Press, Stamford, Conn., [2] J.R. Hauser and D. Clausing, The House of Quality, Harvard Business Review, May-June 1988, pp

196 Q F D Q F D * = φ =

197 ( 9 ) ( 8 ) ( 7 ) ( 3 ) ( 6 ) ( 5 ) ( 4 ) ( 0 ) ( 2 ) ( 2 ) M (Joseph M. Juran) [ 1 ] 4 [1] J.M. Juran and F. M. Gryna, Jr., Quality Planning and Analysis, McGraw-Hill Book Company, New Yo r k,

198 C.A. Aubry and D.A. Zimbler, The Banking Industry: Quality Costs and Improvement, Q u a l i t y Progress, December 1983, pp

199 S AT 10-6 I I I 10-6 I ( ) I I ( ) U C L L C L

200 X ASTM Manual on Presentation of Data and Control Chart A n a l y s i s 27 I I I I I I 3 I V V A B V I X- P ( X- ) X- R R A 2 n 10-7 ( ) (10-2)

201 X- R- (10-3) (10-4) R D n D n U C L D 4 R = ( ) ( 3. 1 ) = 7. 1 L C L=D 3 R = ( 0 ) ( 3. 1 ) = (n) R - X - A 2 D 3 D ( 10-5 ) ( 10-6 ) p - 3 ( )

202 204 ( ) p n ( 10-5 ) ( 10-6 ) 100 p- L C L p- 9 (UCL 10-8 p- [ 1 ] p (LCL D. Daryl Wy c k o ff, New Tools for Achieving Service Q u a l i t y, The Cornell HRA Quarterly, November 1984, p.87 [1] D. Daryl Wy c k o ff, New Tools for Achieving Service Quality, The Cornell HRA Quarterly, November 1984, pp

203 I s h i k a w a D. Daryl Wy c k o ff, New Tools for Achieving Service Quality, The Cornell HRA Quarterly, November 1984, p P a r e t o A n a l y s i s /

204 D. Daryl Wy c k o ff, New Tools for Achieving Service Quality, The Cornell HRA Quarterly, November 1984, p G. M. H o s t a g e [ 1 ] M a r r i o t t M a r r i o t t 5 6 [1] G. M. Hostage, Quality Control in a Service Business, Harvard Business Review, vol. 53, no.4, July- August 1975, pp

205 I T T 14 [ 1 ] Paul Revere / W 85 [ 2 ] 14 [1] Philip B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill Book Company, new York, [2] W. Edwards Deming, Quality, Productivity, and Competitive Position, MIT Center for Advanced Engineering Study, Cambridge, Mass., 1982.

206 [ 1 ] Christopher Hart (1) L. L. B e a n (2) B e n n i g a n 15 (3) D o m i n o 30 3 (4) 5 D o m i n o B e n n i g a n 1 4 [1] From Christopher W. L. Hart, The Power of Unconditional Service Guarantees, Harvard Business R e v i e w, July-August 1988, pp

207 Manpower Inc., 4 B u rger Bug Killers,Inc., Malcolm Baldrige Malcolm Baldrige Malcolm Baldrige / Malcolm Baldrige

208 Malcolm Baldrige ISO 9000 I S O 9000 I S O I S O 9000 I S O 9001 I S O 9002 I S O 9001 I S O 9003 I S O I S O I S O 9000 (1) (2) (3) I S O 9000 I S O 10.7

209 /

210 S E RV Q U A L p o k a - y o k e - 14 I S O 9000 Malcolm Baldrige P o k a - y o k e S E RV Q U A L

211 Malcolm Baldrige Memphis, TN AT&T Jacksonville, FL The Ritz-Carlton Hotel Company Atlanta, GA AT & T Basking Ridge, NJ GTE Directories Corporation Dallas/Ft. Worth Airport, TX 1. Resort International A l i c e B i l l J a n i c e M i k e X

212 X R U C L L C L 2. M e m p h i s p p U C L = 1 LCL = Q F D = X Ann L i n d a M a r y M i c h a e l

213 a. 4 X- R- b Diners Delight a. 6 X R b p 10.6 G o t h a m a. p- b

214 S p e e d w a y a. p b. c Long Life a. 20 p- b. 4 Clean Sweep Clean Sweep ( C S I ) Clean Sweep C S I C S I C S I 4 6 9

215 C S I ( / ) (1) (2) (3) (4) (5) (6) A C F B (BE) H B (BW) G D E I C S I C S I C S C S I [ 1 ] A B E B W C D E F G H I [1]

216 218 C S I 2 (1) (2) (1) X 9 X C S I (2) (3) C S I Gail and Harvey Pearson Foliage Pond Vacationland, P e a r s o n P e a r s o n D r. Elaine Loflin

217 ( ) / 3 D r. William E. Loflin D r. William E. Loflin Foliage Pond Vacationland, D r. Loflin:

218 ( ) Gail Pearson Martin R. Moser, Answering the Customer's Complaint: A Case Study, The Cornell HRA Q u a rt e r l y,may 1987, p. 11. Cornell HRA Quarterly. Used by permission. All rights reserved. 1 D r. Loflin 2 Gail Pearson D r. Loflin 3 Gail Pearson 4 Gail Pearson

219 [ 1 ] 9 (David Maister) 27 % 300 [1] Amanda Bennett, Their Business Is on the Line, The Wall Street Journal, Dec. 7, 1990, p. B1. the S t reet Journal, 1989, Dow Jones & Company, Inc. All Rights.

220 222 N L 75 % %

221 (1) (2)

222 224 (3) (Hedrick Smith) [ 1 ] U. S. News & World Report, J a n u a ry 30, 1989, p. 81. [1] Hedrick Smith, The Russians, Quadrangle Press, New York, 1975, pp

223 [ 1 ] [ 2 ] [1] Ibid., p. 67. [2] David H. Maister, The Psychology of Waiting Lines, in J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), The Service Encounter, Lexington Press, Lexington, Mass., 1985, pp

224

225 [ 1 ] [1] Richard C. Larson, Perspectives on Queues: Social Justice and the Psychology of Queuing, Operations Researc h, vol. 35, no. 6, November-December 1987, pp

226 228 [ 1 ] ( Yoram Borzel) ) 2) 3) 4) 5) 11-2 [1] Yoram Barzel, A Theory of Rationing by Wa i t i n g, The Journal of Law and Economics, vol. 17, no. 1, April 1974, p. 74.

227 f (t) = e - t t 0 (11-1 ) t 11-4 e E. J. Rising, R. Baron, and B. Av e r i l l, A Systems 1 Analysis of a University Health-Service Outpatient 1 2 C l i n i c. Operations Research, vol. 21, no. 5, Sept.- Oct. 1973, p

228 230 F(t) =1 e - t t 0 ( 11-2 ) 11-2 t t f(t) e t t 0 ( 11-3 ) F(t) 1 e t t 0 ( 11-4 ) t F( 5 ) 1 e ( 5 ) = = % λ t t 1 n e t t t n 11-4 t = 25 ( 11-5 ) ( 11-6 ) = n

229 E.J. Rising, R. Baron, and B. Av e r i l l, James A. Fitzsimmons, The Use of sectral Analysis to Validate Planning Models, S o c i o - E c o n o m i c Planning, vol.8, no. 3, June 1974, p.127, Copyright 1974, Prgamon Press Ltd. Systems Analysis of a University Health- S e rvice Outpatient Clinic O p e r a t i o n s R e s e a rch, vol. 21, no. 5, Sept.-Oct. 1973, p A FAA Statistical Handbook of Civil Aviation, 1960.

230 a) b) c) a

231 (1) (2) (3) (4) b c

232 234 ( F C F S ) S P T [ 1 ] t r i a g e (FCFS ) (SPT ) [1] R. W. Conway, W.L. Maxwell, and L. W. Miller, Theory of Scheduling, Addison-Wesley Publishing C o m p a n y, Reading, Mass., 1967, p. 27.

233 c 11-1 a) b) c) E. J. Rising, R. Baron, and B. Av e r i l l, A Systems Analysis of a University Health-Service Outpatient C l i n i c, Operations Research, vol. 21, no. 5, Sept.-Oct. 1973, p

234 (1) (2) (3)

235 (4) 5) % ( ) (Russel Ackoff ) D u m b o / 4 (Peter Kolesar)

236 N. R. Kleinfield, Conquering Those Killer Queues, The New York Ti m e s, September 25, 1988, p % 3 8 (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) 200 ( ) ( ) ( ) 6

237 % 5 ( ) [ 1 ] F 15 X 1 : 30 X F 1 : 2 5 F 1 : : : 00 1 : 00 X F 1 : 50 2 [1]

238 240 F 5 2 F ( ) 2 2 F 2 : 15 ( ) 2 F X F 2 2 F F 2 : 45 2 F ( 2 ) F F X 2 : 55 F X 3 : 15 X 2 3 F 2 2 X F F 4 : 00 F : 30 F X ( ) : 22 1 : 30 ( ) ( )

239 (1) (2) X (3) F (4) X F X (5) X (6)

240 A B C

241 ( ) ABC ( ) 12-2 ( )

242 (1) (2) ( ) (3) ( 5 95 ) (LT )

243 LT ( ) ( ) ( )

244 (Q*) (EOQ ) ( ) 12-4 Q / D (Q/ D = / ) Q 1 00 D Q* ( ) E O Q (T C P ) T C P = ( ) ( 11-1 ) D H ( ) S ( ) Q D H ( )

245 E O Q Q D D / Q S S (D / Q) H 12-4 Q Q/ 2 H Q/ ( 12-1 ) T C P = S(D / Q) H(Q/ 2 ) ( 12-2 ) 12-5 E O Q 12-5 Q Q E O E O Q ( 12-2 ) Q EOQ [ 1 ] 12-5 T C P E O Q /Q ( ) 12.1 E O Q ( R M P ) 800 (S K U) [ 1 ]

246 248 ( S K U 1341 ) R M P S K U I S K U 1341 R M P S K U 1341 D S 30 H 6 Q ( 12-2 ) 12-2 Q 7 0 T C P 600 T C P 12-5 ( 12-3 ) E O Q 12-2 Q * = Q ) (T C P ) E O Q ( 12-2 ) (T C qd ) = + + C T C q d C D S(D/Q) I(C Q/ 2 ) ( )

247 I ( I C H) S K U 1341 R M P R M 100 S K U 1341 ( ) R M P ( 12-4 ) I = ( Q 240 ) 1. E O Q I C H ( 12-3 ) E O Q 6 00 /Q 2. E O Q 12-6 E O Q E O Q E O Q C 2 0 E O Q E O Q ( ) E O Q ( E O Q ) 3. 2 E O Q ( 12-4 ) T C q d T C q d T C q d Q

248 T C q d (E O Q 100) 2 0 ( ) 3 0 ( ) / ( 2 0 ) ( ) / 2 (C 2 0 ) T C qd (Q ) ( ) 3 0 ( ) / ( ) ( ) / 2 ( C ) T C qd (Q ) ( ) 3 0 ( ) / ( ) ( ) / 2 (C ) ( E D I ) 1) 2) Q K 12-7 (T C b ) ( T C b ) = + + ( ) K B ( ) T 1 /T=(Q K)/Q (Q K) 2 /2 Q (K/ 2 ) (T 2 / 2 ) T 2 /T K/Q K 2 /2 Q

249 [ 1 ] ( 12-5 ) Q K (12-6) ( ) Q* K* B ( 0 ) ( 12-6 ) ( ( 12-6 ) B E O ( 12-3 ) E O Q E O Q E O Q ( ) [1] ( 12-5 ) K 2 H ( Q K )/ 2 Q + 2 B K / 2 Q K* Q[H /( H+B) ] Q K=Q[B/ (H+B)] K ( 12-5 ) T C b D S / Q+H[B Q /(H+B)] 2 / 2 Q+B[H Q /(H+B)] 2 / 2 Q Q D S / Q 2 + H B 2 / 2(H + B) 2 + B H 2 / 2(H + B) 2 Q* 2 D S(H+B) /H B.

250 ( 12-6 ) ( 12-7 ) E O Q E O Q= 100 T C p = 600 T C b 3 3 E O Q E O Q E O Q (R O P) (S S) (d L ) R O P =S S+d L ( ) d L ( LT ) ( ) L LT ( ) Z r r S S Z r LT ( ) r

251 ( R M P ) S K U 1341 ( ) R M P S K U ( 12-9 ) ( ) R M P A Z= ( ) ( 12-8 ) R M P R O P S S d L (1) (2) (Q r) (1) (2) R O P R O P E O Q S S

252 254 E O Q S K U LT d L 12-9 (Q r) R P T I L E O Q E O Q (R P LT) (LT) ( )

253 ( ) ( ) Q 1 LT LT S K U 1341 ( ) 3 (σ E O Q S K U ( ) R P= 100 / 3 = 33 ( ) ( ( ) A B C S K U ( ) P a r e t o A B C S K U A C 50 5 B A B C

254 A B C ( ) S K U A C B A B C 12-4 ( ) ( ) A B C C D ( )

255 D Q P 10 C 4 S 2 C u P C 6 ( ) C 0 C S 2 ( ) P(D < Q) P(D Q) D p ( D ) P ( D < Q ) ( Q ) D 2 Q 6 ( ) 2 ( 1 0 ) 2 0 ( 6 2 ) ( 2 ) ( 4 ) Q Q 6 P ( D ) Q 6 (Q 6 ) Q

256 258 p ( D ) D Q (Q) (critical fractile) E( ) E( ) P( )( ) P( )( ) P(D Q)C u P(D Q)C 0 [ 1 P(D Q) ]C u P(D Q)C 0 ( ) C u ( ) C 0 ( ) D Q ( ) P(D Q) 6 /( ) Q ( C 0 ) ( C u ) 12-12

257 Q Q 9 Q S D P ( ) Y ( 2 ) N ( ) ( ) = S D D ( P N Y ) ( ) P S Y 1 0 / 2 5, N 2 5 / ( ) (S D) ( ) 2. 5 ( ) ( ) / 1. 4 =

258 (E O Q) (E D I) (P O S) (1) ( ) (2) (3) (4) (5) E O Q (6) (7) ( )

259 McDonald & Company Securities Gurudutt M. Baliga Genuine Parts Company G e n u i n e N A PA Genuine Parts G e n u i n e C a r q u e s t G e n u i n e G e n u i n e B a l i g a The New York Times, September 2, 1990, P. F 4 ( N ). 1. (Q r) ( 10 ) Q r (1) ( 12-3 ) Q D / S 1 0 H I C (2) ( 12-9 ) ( ) LT d L ( LT ) (3) ( ) A Z (4) R O P S S+ d L

260 C 94 (1) 1 E O Q ( ) R P E O Q/ / ( 3 ) (2) ( ) (3) ( ) 3. T I L S S+ (R P+LT) ( ) ( ) (1) P ( D < Q ) Q P ( P < Q ) (2) C u (3) C (4) ( ) P ( D < Q ) C u /( C u C 0 ) 2. 5 / ( ) ( Te d ) a. E O Q b. c Deep Six Seafood 360 Deep Six

261 a. Deep Six E O Q b. Deep Six Deep Six c. Deep Six Dutch ( 360 ) D u t c h 1080 D u t c h ( ) a. D u t c h E O Q b. Dutch c. D u t c h D u t c h 12.4 Macho Heavy ( 200 ) 600 M a c h o 3 4 M a c h o 1 ( ) a. Macho Heavy E O Q b c. M a c h o 85

262 Books-to-Go a b Spanish Interiors Spanish Interiors Sunburst Saguaro cactus a. E O Q b c Q< Q< Q 5 0 a. 360 b River City River / a. River City b. E O Q 10 River City ( ) c River City Fair Deal ( / 41 = ) a. E O Q b. c. d E O Q

263 ( S u p e r m a r t ) $ ( ) a. b. c. b X Y Z / 5 a. E O Q b. c. d. ( 250 ) e A & M 40 / 60 / a. E O Q b. 45 / c. b d. e J & B J & B 3 / a. J & B 7 ( ) b. J & B G i l b e r t G i l b e r t

264 Four Corners a. 250 b c Four Corners a / a. E O Q b c. d Leep year L e e p y e a r 1 / a. b H R 14 [ 1 ] ( E C ) E C ( ) A 1 8, 2 1, B 1 8, 2 1, C 1 8, 2 1, 2 3, D 2 1, 2 3, E 2 1, 2 3, E C 4 [1] Prepared by James H. Vance under the supervision of Professor James A. Fitzsimmons.

265 E C ( 6 ) E C E C 12-6 E C E C 25 E C A B C D E E C ( ) E C 9 5

266 ( ) 4 (People Express) (Donald Burr) 1986 [ 1 ] [1] R.L. Rose and J. Dahl, Skies Are Deregulated, but Just Try Starting a Sizable New Airline, The Wa l l S t reet Journal, J u l y 19, 1989, p.1.

267 ( E. J. R i s i n g ) ( R. B a r o n ) ( B. Av e r i l l ) [ 1 ] [1] E.J. Rising, R.Baron, and B.Averill, A Systems Analysis of a University Health-Service Outpatient C l i n i c, Operations Researc h, vol.21, no.5, September 1973, pp

268 270 (1) (2) 5. 1 (3) 5 (4) (5) E.J. Rising, R.Baron, and B.Av e r i l l, A Systems Analysis of a University Health-Service Outpatient C l i n i c, Operations Researc h, vol.21, no.5, September 1973, p (1) (2) 6 (3) (4) N a u t i y a l [ 1 ] C h o w d h a r y ( ) [1] J.C. Nautiyal and R.L. Chowdhary, A Suggested Basis for Pricing Campsites: Demand Estimation in an Ontario Park, Journal of Leisure Researc h, vol.7, no.2, 1975, pp

269 ( ) ( ) ( ) ( ) Sprint PLUS 1% 20% 30% 20% 30%

270 ( ) ( ) ( ) 13.1 Surfside S u r f s i d e ( ) 1 ( ) 2 ( ) 8 ( ) 9 ( ) S u r f s i d e

271 13 273, ( ) Surfside /d /P(d) /P(d<x) ( 4 4 ) ( )

272 ( 200 ) ( 100 ) ( 0 ) ( 40 ) ( 80 ) ( 120 ) ( 160 ) ( 200 ) ( 240 ) ( 280 ) C u 40 ( ) C o 100 d x P ( d < x ) ( ) ( 2500 ) ( 20 ) : E.S. Buffa, M.J. Cosgrove, and B.J. Luce, An Integrated Work Shift Scheduling System, Decision Sciences, vol.7, no.4, October 1976, p.622.

273 [ 1 ] E.S. Buffa, M.J. Cosgrove, and B.J. Luce, An Integrated Work Shift Scheduling System, Decision Sciences, vol.7, no.4, October 1976, p ( ) n R i i W i i [1] 17 M / M / c

274 276 ( ) ( 13-2 ) R i W i W i 13-6 E.S. Buffa, M.J. Cosgrove, and B.J. Luce, An Integrated Work Shift Scheduling System, Decision Sciences, vol.7, no.4, October 1976, p x i i i ( x 1

275 b j j Minimize x 1 x 2 x 3 x 4 x 5 x 6 x 7 x 2 x 3 x 4 x 5 x 6 b 1 x 3 x 4 x 5 x 6 x 7 b 2 x 1 x 4 x 5 x 6 x 7 b 3 x 1 x 2 x 5 x 6 x 7 b 4 x 1 x 2 x 3 x 6 x 7 b 5 x 1 x 2 x 3 x 4 x 7 b 6 x 1 x 2 x 3 x 4 x 5 b 7 x i 0 ) ( b 1 3 b 2 6 b 6 5 b 7 5 ) x 1 1 x 2 1 x 3 2 x 4 0 x 5 3 x 6 0 x x 1 1 x 2 1 x 3 1 x 4 1 x 5 1 x 6 1 x x A x x x x x B x x x x x C x x x x x D x x x x x E x x x x x F x x x x x G x x x x x H x x x x x

276 ( ) ( ) B e n i h a n a ( ) (

277 [ 1 ] ( ) x = 1 x x x 2 x x x 3 4 x x 5 x x [1] V.A. Mabert and A.R. Raedels, The Detail Scheduling of a Part-Time Work Force: A Case Study of Teller Staff i n g, Decision Sciences, vol.8, no.1, January 1977, pp

278 [ 1 ] ) ( ( ) ( ) ( ) (1) ( ) (2) (30 ) (20 ) (40 ) (10 ) 13-9 Christopher H. LovelockStrategies for Managing Demand in Capacity Constrained Service O rg a n i z a t i o n ss e rvice Industries Journal, vol.4, no.3, November 1984, p.23 (3) ( ) (4) ( ) ( 10 [1] From Sheryl E. Kimes, Yield Management: A Tool for Capacity-Constrained Service Firms, Journal of Operations Management, vol.8, no.4, October 1989, pp

279 ) ( 2 ) Sheryl E. Kimes, Yield Mangement A Tool for Capacity-Constrained Service FirmsJ o u r n a l of Operations Management, vol.8, no.4, October 1989, p.359. (5) / (6) ( 1 00 ) 13.3 Blackjack B l a c k j a c k B l a c k j a c k Phillip E. Pfeifer ( 13-1 ) [1] [1] Phillip E. PfeiferThe Airline Discount Fare Allocation Problem, Decision Sciences, vol.20, Wi n t e r 1989, p.155.

280 282 x d C u ( ) ( ) C o 1 C o = ( ) C o ( ) C o p 90 C o ( 0. 9 ) ( 4 9 ) ( ) ( ) P(d x) 2 0 /( ) A z z ( ) ( 1 5 ) 5 3 ( ) x d F D

281 P [ 1 ] ( ) 1. [ 2 ] Blackjack ( H I R O ) H I R O S A B R E ( ) H I R O H I R O 2. Ryder RyderFirst [ 3 ] Ry d e r ( ) ( ) ( A A D T ) Ry d e r Ry d e r [ 4 ] 3 [1] Kevin Baker and Robert B. Freund, The Yield Management Analyst, University of Te x a s at Austin, [2] Lenny Leibmann, Holiday Inn Maximizes Profitability with a Complex Network Infrastructure, L A N M a g a z i n e, J u n e 1995, vol.10, no.l6, p.123. [3] On the Road to Rebound, Information We e k, September 3, 1991, p.32. [4] Michael Kasavana, Catering Software: Problems for Off-Premise Bookings Can Greatly Increase Operational Eff i c i e n c y, Restaurant Business, vol.90,nmo.13, September 1, 1991, p.90.

282 284 4 A m t r a k [ 1 ] 1988 A m t r a k A m t r a k A m t r a k 13.5 (1) (2) (3) (4) (5) (6) (7) [1] Travel Advisory: Amtrak Adopts Fare System of Airlines, The New York Ti m e s, December 4, 1989, Section 3, p.3.

283 ( ) ( ) S A B R E [ 1 ] ( ) S A B R E 3 (1) 15 (2) (3) ( ) D a l l a s / F o r t Wo r t h D I N A M O ( ) D I N A M O ( S A B R E ) S A B R E S A B R E R I PA C S ( ) [1] S A B R E A M R

284 D a l l a s / F o r t Wo r t h A M R ( ) ( ) Barry C.Smith, John F. leimkuhler, and Ross M.Darroew, "Yield Management at American Airlines," Interface, Vol.22, No. 1, January-February 1992, pp ( 0 ) ( 0. 4 ) ( 6 9 ) ( 0. 3 ) ( ) ( 0. 2 ) ( ) ( 0. 1 )

285 Excel Solver M i n i m i z e x 1 x 2 x 3 x 4 x 5 x 6 x 7 x 2 x 3 x 4 x 5 x 6 4 x 1 x 1 x 2 x 1 x 2 x 3 x 1 x 2 x 3 x 4 x 3 x 4 x 5 x 6 x 7 8 x 1 x 2 x 3 x 4 x 5 x 1 0 x 4 x 5 x 6 x 7 8 x 5 x 6 x 7 7 x 6 x 7 7 x Excel Solver x 1 2 x 2 0 x 3 0 x 4 0 x 5 3 x 6 1 x 7 4 x= A x x x x x B x x x x x C x x x x x D x x x x x E x x x x x F x x x x x G x x x x x H x x x x x I x x x x x J x x x x x ( )

286 288 ( ) 0.58 A z z ( )( 10 ) a. b. c ( S u r f s i d e ) S u r f s i d e 13.3 ( 6 7 ) C u 2 0 C o 13.4 Crazy Joe G u a d a l u p e Crazy Joe J o e 13.5 S t a p l e t o n Steamboat Springs

287 ( ) Excel Solver Excel Solver ( B l a c k j a c k ) B l a c k j a c k B l a c k j a c k 1 0 B l a c k j a c k 13.9 Town and Country To w n and Country ( ) ( ) ( ) a. b. 10 Gary Miller5 M i l l e r M i l l e r 3 6 ( ) M i l l e r

288 ( 7 2 ) ( 2 7 ) ( 7 ) ( ) M i l l e r 9 M i l l e r

289 [ 1 ] G a t e w a y G a t e w a y ( G I A ) ( ) ( FA A ) ( AT C ) FA A G I A AT C 5 6 FA A ( ) ( AT C (1) 8 ( ) ( ) 16 (2) 5 [1] James H. Va n c e James A. Fitzsimmons

290 (3) (4) FA A G I A 16 (1) FA A a. ( 8 ) b. 3 c (2) a b AT C (3) 4 (4)

291 [ 1 ] Jon Thomas A c a p u l c o 300 U n i d e n J o n 2000 ( A A ) S A B R E J o n J o n U n i d e n 24 Dallas-Fort Wo r t h Patty Dial U n i d e n Fort Wo r t h 300 A c a p u l c o J o n U n i d e n A A U n i d e n J o n P a t t y S A B R E J o n 10 A A A A J o n P a t t y ( ) ( ) J o n J o n A c a p u l c o J o n A e r o m e x i c o M e x i c a n a A A A A [1] Kevin Baker and Robert B. Freund, The Yield Management Analyst, University of Texas at Austin, 1994.

292 J o n A A 9 A c a p u l c o C a n c u n P u e r t o Va l l e r t a J o n C a n c u n 30 J o n A A 13-9 ( ) 3 3 [ 1 ] ( ) ( 13-9 J o n J o n J o n [1] B a r b a r a A m s t e r

293 A A A A A A J o n J o n S A B R E 300 J o n J o n

294 1 0 ( D E A )

295 ( ) ( ) 14-1 A f t e r P roductivity and Related Measures: 1970 to 1994, Statistical Abstract of the U.S., U. S. D e p a rtment of Commerce, Economics and Statistics Administration, Bureau of the Census, 1995, table no. 670, p. 430.

296 (Sleep Inn) [ 1 ] 14.1 ( j u s t - i n - time, JIT) (Florida Power and Light) ( D E A ) [ 2 ] Chase H a y e s ( ) 14-1 [1] David We s s e l, With Labor Scarce, Service Firms Strive to Raise Productivity, The Wall Street Journal, J u n e 1, 1989, p. 1. [2] Adapted from R.B. Chase and R. H. Hayes, O p e r a t i o n s Role in Service Firm Competitiveness, S l o a n Management Review, vol. 33, no. 1, Fall 1991, pp

297 300 R.B. Chase and R. H. Hayes, Operations' Role in Service Firm Competitiveness, S l o a n Management Review, vol. 33, no. 1, Fall 1991, pp. 17. ( ) ( )

298 ( ) ( ) ( S A S ) Jan Carlzon [ 1 ] ( T Q M ) ( ) M a r r i o t t ( C O S M O S ) [ 2 ] 14.3 [1] Jan Carlzon, Moments of Tr u t h, Ballinger Publishing, Cambridge, Mass., [2] From James A. Fitzsimmons, Making Continual Improvementa Competitive Strategy for Service Firms, in S e rvice Management Effectiveness, Bowen, Chase, Cummings and Associates, Jossey-Bass Publishers, San Francisco, 1990, pp

299

300 ( ) ( ) ( C D s ) ( ) ( )

301 304 ( ) ( ) We n d y s The Limited ( )

302 ( ) 14.4 [ 1 ] 1985 ( F P L ) John Hudiburg ) 2) 3) 4) 14-2 ( P D C A ) P D C A [1] Adapted from Gary Dessler and D.L. Farrow, Implementing a Successful Quality Improvement Programme in a Service Company: Winning the Deming Prize, International Journal of Service Industry M a n a g e m e n t, vol. 1, no. 2, 1990, pp

303 (3) 1. (1) (2) ( 1 ) (2) 2. P D C A (1) (2) (3) (4) (5) (6) (7) ( ) ( ( D E A ) ( J I T ) : (1) (2) (3)

304 Jonathan Hayward H a y w a r d B r i s t o l H a y w a r d S A S I Rite Aid S A S I Rite Aid Craig Muckle 6 Rite Aid Optimal Robotics of Plattsburg h U-Scan Express Price Chopper of Schenectady Joanne Gage Clifton Park O p t i m a l Gage Price Chopper 90 Lakewood F i n a s t H o l t s v i l l e Symbol Technologies Inc. Nancy Tu l l y Tu l l y Tr u l l y Wendell Yo u n g

305 308 Yo u n g 1 3 Yo u n g Dinah Wi s e n b e rg Brin, Shoppers Act as Their Own Cashiers at Some Stores, Austin American Statesman, August 12, 1996, p. D3. Mega Bytes [ 1 ] Mega Bytes M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Progress, vol. 24, no. 10, October 1991, p. 83. ( S S M ) Joiner Associates S S M S S M Mega Bytes ( ) 2 [1] M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Progress, vol. 24, no. 10, October 1991, pp

306 ( ) M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Pro g re s s, vol. 24, no. 10, October 1991, p Mega Bytes

307 310 2 ( 14-4 ) Mega Bytes ( 14-5 ) M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Pro g re s s, vol. 24, no. 10, October 1991, p. 83. Mega Bytes M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Progress, vol. 24, no. 10, October 1991, p. 83.

308 ( 14-6 ) ( ) Reprinted with permission from M. Gaudard, R. Coates, and L. Freeman, Accelerating Impro v e m e n t, Quality Progress, vol. 24, no. 10, October 1991, p Mega Bytes SSM

309 Reprinted with permission from M. Gaudard, R. Coates, and L. Freeman, A c c e l e r a t i n g I m p r o v e m e n t, Quality Progress, vol. 24, no. 10, October 1991, p85 S S M Mega Bytes (1) SSM P D C A (2) (3) S S M

310 ( D E A ) ( ) ( ) 1. ( / ) ( ) 2. DEA ( ) ( ) ( D E A ) D E A [ 1 ] D E A 100 % 100 D E A D E A ( 1 ) E k (k= 1 2 K) k K u j (j= 1 2 M) j M u j i (i= 1 2 N) i N i O jk k j I ik k i ( 2 ) u v [1] A. Charnes, W. W. Cooper, and E. Rhodes, Measuring the Efficiency of Decision Making Units, E u ropean Journal of Operations Researc h, November 1978, pp

311 314 e (u j v i ) (3) ( ) ( ) 1. 0 ( ) m a xe e u 1 O 1e u 2 O 2e u M O M e ( 14-3 ) 1I 1e 2 I 2e NI N e 1 ( 14-4 ) ( 14-2 ) u 1 O 1k u 2 O 2k u M O M k ( 1 I 1k 2 I 2k NI N k ) 0 k 1, 2,, K u j 0 j 1, 2,, M i 0 i 1, 2,, N ( ) K N M D E A 14.1 Burger Palace K 2( N M ) 6 D E A S 1 S 3 S ( S 2 50 S 3 ) D E A ( 14-3 ) ( 14-4 ) ( 14-5 ) S 1 m a xe(s 1 ) u u

312 S 3 S u u u u u u 1, 1, 2 0 ( S 1 ) Excel Solver Burger Palace ( ) S 1 S 2 S 5 S Burger Palace Linear Programming Excel Add-in B u rger Palace [ 1 ] [1] Paul A. Jensen, Operations Research Add-ins for Microsoft Excel, Operations Research Group, Dept. of Mechanical Engineering, University of Texas at Austin, 1996.

313 316 1 ( U n i t 1 ) ( L P ) Burger Palace 1 D E A E x c e l 14-6 Burger Palace DEA L P U S V S V S S S S A = 100 = U S V S V S S S S A = = U S V S V S S S S A = 100 = u 1 v 1 v

314 U S V S V S S S S A = = U S V S V S S S S A = = U S V S V S S S S A = 100 = D E A 14-8 S 2 S 4 S S 4 S 3 S 6 S 4 S ( S S 6 ) S 4 ( S 3 S 6 ) v 1 v 2 S S ( = ) S 4 S ( / = ) S 4 S 3 S 6

315 DEA ( E ) ( v 1 ) ( v 2 ) S S S 1 ( ) S 3 ( ) S S S 3 ( ) S 6 ( ) S S 3 ( ) S 6 ( ) S C C S 3 S C S 4 C S S 4 S 3 S 6 C S 4 ( ) 100 +(0.2222) = ( ) 4 +(0.2222) 1 0 = ( ) ( ) ( ) 5 0 = D E A ( ) 4 ) D E A D E A ( ) ( ) ( ) DEA ( ) 14.1 B u rger Palace S 2

316 B u rger Palace S B u rger Palace ( S 2 ) 14.4 B u rger Palace ( S 6 ) Tr a i l w a y s Tr a i l w a y s Tr a i l w a y s (1) D E A (2) (3) (4) D E A

317 D a y s [ 1 ] 1984 Cecil B. Day D a y D a y s D a y s D a y s D a y s (Red Roof Inns) D a y s D a y s 15.1 [1] From Kevin Helliker, How a Motel Chain Lost Its Moorings after 1980 s Buy-Out, The Wall Stre e t J o u r n a l, May 26, 1992, p. 1.

318 Fred Smith Chez Panisse A u t o i n e s M a y o U S A A ( )

319 322 Q u i n t a La Quinta La Quinta 80 La Quinta [ 1 ] L a U S A A U S A A U S A A M a y o ( ) U S A A [ 2 ] [1] S.E. Kimes and J. A. Fitzsimmons, Selecting Profitable Hotel Sites at La Quinta Motor Inns, I n t e r f a c e s, vol. 20, no. 2, March 1990, pp [2] M. Carman and Eric Langeard, Growth Strategies for Service Firms, Strategic Management Journal, vol. 1, no. 1, January-March 1980, p.19.

320 ) ( F i e l d s ( ) ( ) ( ) ( H&R Block H a r d e e s 1. 5 ( We n d y s 4 )

321 / B e h i h a n a 1. D a y s (1) (2) (3) 2. 3.

322 (1) (2) (3) D H L T N T [ 1 ] ( ) [ 2 ] Kenichi Ohmae 5 C ( [1] From Daniel Pearl, Federal Express Finds Its Pioneering Formula Falls Flat Overseas, The Wall Stre e t J o u r n a l, April 15, 1991, p.1. [2] Kenichi Ohmae, The Borderless Wo r l d, Harper Business, New York, 1990, p.19.

323 326 ) U P S (Global Localization) ( ) M r. D o n u t s [ 1 ] ( ) ( ) B e n i h a n a 2. V I S A M a s t e r C a r d [1] From James L. Heskett, The Multinational Development of Service Industries, Managing in the Serv i c e E c o n o m y, Harvard Business School Press, Boston, 1986, pp

324 ( ) ( ) ( ) ( G AT T ) G AT T G AT T [ 1 ] ( ) [ 2 ] (1) (2) (3) (4) (5) ( ) From Curtis P. McLaughlin and James A. Fitzsimmons, Strategies for Globalizing Service Operat i o n s, International Journal of Service Industry Management, vol. 7, no. 4, 1996, pp [1] From Robert C. Pozen, Is America Being Shut Out Again? The New York Ti m e s, January 10, 1993, p. 13. [2] From Curtis P. McLaughlin and James A. Fitzsimmons, Strategies for Globalizing Service Operations, International Journal of Service Industry Management, vol. 7, no. 4, 1996, pp

325 : 0 0 ( ) Heublein and RJ Reynolds ( RJR Nabisco ) 6 0 [ 1 ] ( M a y o ) ( ) ( ( ) B o n a i r e K L M [1] Kentucky Fried Chicken (Japan) Limited, case no , H a rv a rd Business School, Boston, 1993, p.1.

326 Q u a r t e r d e c k Q u a r t e r d e c k 24

327 ) 2) 3) 4) ) 2) ( ) 6 24 ( ) ( ) ( ) ( ) ( )

328 (1) (2) (3) ( ) (4) (5) G AT T G AT T G AT T Robert C. Pozen, Is America Being Shut Out Again? The New York Ti m e s, January 10, 1993, p. F13.

329 332 [ 1 ] 2 0 (Fred Smith) D a s s a u l t G e l c o D C : G e l c o 1986 Lex Wi l l k n s o n Cansica [1] Garland Wi l k i n James A. Fitzsimmons

330 U P S E m e r y A i r b o r n e D H L ( ) [ ] U P S Z a p m a i l Z a p m a i l 1 C O S M O S 30 [2] 2. ( ) U P S U P S U P S [1] Dean Foust, M r. Smith Goes Global, Business Week, Febru a ry 13, 1989, pp [2] David A. Clancy, Air Cargo Takes Off, Tr a n s p o rtation and Distribution, January 1989, pp

331 POWERSHIP P O W E R S H I P 7000 P O W E R S H I P U P S U P S

332 (1) (2) (3) (4)

333 Excel Solver

334 1 6 1., , N 16.1,

335 N R a n d Olaf Helmer [ 1 ] ( M ) ( ) M [1] C.H. Davis and J. A. Fitzsimmons, The Future of Nuclear Power in the United States, Te c h n o l o g i c a l F o recasting and Social Change, vol.40, no.2, September 1991, pp

336 M M M ( A ) 2005 ( B ) A B 0. 7 B A 0. 6 A B A 0. 7 B

337 ( ) ( Y) Y ( X) n Y X Y a 0 a 1 x 1 a 2 x 2 a n x n ( 16-1 ) a 0, a 1, a 2, a n [ 1 La Quinta ] I N N R AT E P M S 1 1 P R I C E R M S TO TA L 3 R AT E R O O M S I N N C I V I L I A N M I LTO T + C O L L E G E O F C 1 1 H O S P 1 H O S P TO T L 1 O F C TO TA L 4 O F C C B D 4 H V Y I N D PA S S E N G R L G T I N D R E TA I L M A L L S TO U R I S T S M I L B L K D T R A F F I C M I L I TA RY VA N [1] S.E. Kimes and J. A. Fitzsimmons, Selecting Profitable Hotel Sites at La Quinta Motor Inns, I n t e r f a c e s, vol.20, no.2, March-April 1990, pp

338 342 E M P LY P C T P O P U L A C E I N C O M E A G E S TAT E N E A R E S T U R B A N A C C E S S D I S T C B D A RT E RY S I G N V I S Selecting Profitable Hotel Sites at La Quinta Motor Inns, S. E. Kimes and J. A. Fitzsimmons, I n t e r f a c e s, Vol.20, no.2, March-April 1990, p S TAT E P R I C E I N C O M E C O L L E G E Y a a a a a ( 16-1 ) Y ( ) S TAT E ( ) P R I C E ( ) I N C O M E ( ) C O L L E G E N N

339 ( )? N N A t t ( 16-2 ) M A t : ( ) N= 3 ( ) 3 ( ) 3 ( )/ 3 = 82 ( ) ? N ( 1 /N) N 1) 2) 3) ( 16-3 ) S t t A t t S t = S t 1 (A t S t 1 ) (16-3) (A t S t 1 ) S t?

340 (A t ) 16-4 ( 0. 5 ) (t) (A t ) (S t ) (F t ) F t A t S t S 1 =A 1 = (S 2 ) ( 16-3 ) 8 8 (A 2 ) 8 1 (S 1 ) = 0.5 S 2 S 1 (A 2 S 1 ) ( ) (S 3 S 4 S 5 S 6 ) t t 1 F t +1 S t ( ) ( ) 5 (, 5 ), ( 0. 5 ) ( ) A t 16-1

341 ( 16-3 ) : S t (A t ) ( 1 )S t -1 ( ) ( 16-5 ) A t S t A t 1 ( 1 ) A t n ( 1 ) n N S t 16-2 ( 0. 3 ) N,, N : : = 0 ( ) 1 ( )( 1 ) 2 ( )( 1 ) 2 + N (M A D) , (M A D) 16-4 A t F t, M A D= ( ) / M A D M A D 8. 8 M A D

342 346 Excel Solver 16-4 (A t F t ) ( ) ( 16-6 ) S t ( 16-6 ) ( 16-5 ) S t 1 T t 1 S t (A t ) ( 1 ) (S t 1 T t 1 ) (16-6) ß (S t S t 1 ) t ( ) ( 16-7 ) t T t ( 16-7 ) ( 16-5 ) (S t S t 1 ) A t T t ß(S t S t 1 ) ( 1 ß)T t 1 ( ) S 1 A 1 T 1 = ( 16-8 ) F ( [ 0. 5,ß = 0. 3 ) t (A t ) (S t ) (T t ) (F t ) A t F t M A D 6. 7 F t + 1 S t T t ( ) 0.5, ß ( 16-6 ) 2 S 2 S 2 ( 0. 5 )( 40 ) + ( )( )

343 ( 16-7 ) 2 T 2 ( 0. 3 ) ( ) + ( ) ( 16-8 ) 3 F (MAD = 6. 7 ) ( ) (A t F t ) ( ) ( 0.5, ß 0. 3 ) L L 24 L 1 2 I t L t A t L A I t 16-6 ( [ =0.2, = 0. 3 ]) t (A t ) (S t ) (I t ) (F t ) A t F t ( )

344 348 t (A t ) (S t ) (I t ) (F t ) A t F t M A D= 11 0 A ( 16-9 ) L I t ( ) 1996 ( ) ( 16-5 ) I t L A t ( ) S 12 A ( ) I t L ( I t )0. 2 ( ) ( ) ( ) 1 2 (t 1 ) F t+1 (S t ) (I t L 1 ) (16-11 ) I t - L I t F 14 = ( )(0.662) =

345 L t A t S t t (A t /S t ) γ ( ) ( ) ( ) L ( ) ( ) I 13 (0. 3 ): M A D 11 0? ? ( ) ( ) ( ) ( ) M A D ( 0. 2, ß 0.2, ) ( ) t (A t ) (S t ) (T t ) (I t ) (F t ) A t F t

346 350 t (A t ) (S t ) (T t ) (I t ) (F t ) A t F t M A D=

347 (M A D) (1)? (2)? (3) (4) N (5) ( ) (6) L. L. B e a n L. L. B e a n L. L. B e a n ( T M ) ( T I ) 800

348 352 T M T I T M T I T M T I T I T I T I T M 3 ( 21 ) ( 1 5 ) ( 2 1 ) T I T M 7 ( ) L. L. B e a n T M T I T I T M L. L. B e a n ( ) 20 L. L. B e a n 2 Box J e n k i n s / / ( A R I M A ) [ 1 ] ( A R ) ( M A ) ( I ) L. L. Bean T I T M [1] G. D. P. Box and G.M. Jenkins, Time Series Models for Forecasting and Contro l, Holden Day, San Francisco, CA, 1976.

349 T I T M T I T M T T I T T M 4 T I T M B e a n T M T I T M T I T M T I T I 8 00 T I T M T I T M T I S A S I B M 3090 / 200 J - V F T I T M 100 S A S C P U 3 T M 5 ( M A P E ) 7. 4 T I M A P E ( ) T M 3 ( ) M A P E 9. 8 T I M A P E M A P E T M T I T M T I Bruce H. Andrews and Shawn M. Cunningham, L.L. Bean Improves Call-Center Forecasting, I n t e r f a c e s, vol.25, no.6, November-December 1995, pp.1-13.

350 ,? ( 16-5 ) 0. 3 S t 0. 3 (A t ) 0. 7 (S t 1 ) F t 1 S t ( t ) (A t ) (S t ) (S t ) A t F t M A D ß 0. 2 M A D 1 : ( 16-6 ) ( 16-7 ) ( 16-8 ) = 0. 3 ß= 0. 2 (t) S t 0. 3 (A t ) 0. 7 (S t 1 T t 1 ) T t 0. 2 (S t S t 1 ) (T t 1 ) F t 1 S t T t (A t ) (S t ) (T t ) (F t ) A t F t M A D= ,

351 16 355, = ( 16-9 ) ( ) ( ) ( )= 0. 3 = 0. 2 A ( 16-9 ) A ( ) / ( 16-9 ) (t ) (A t ) (S t ) (I t ) ( ) ( ) ( ) (t ) (A t ) (S t ) (I t ) (F t ) A t F t M A D= = ( = 0. 1 ) (ß = 0. 3 ) :

352 ß M A D M A D ß 0. 2 M A D γ 0. 2 M A D ß 0. 1 γ 0. 2 M A D [ 1 ] Oak Hollow Oak Hollow ( ) [1] Frank Krafka James A. Fitzsimmons

353

354 358 Gnomial Functions [ 1 ] Gnomial Functions ( G F I ) G F I ( ) G F I G F I D y n a S o l G F I G F I D y n a S o l D y n a S o l D y n a S o l [1] Prepared by Frank Krafka under the supervision of Professor James A. Fitzsimmons.

355 (1) (2) D y n a S o l G F I 6

356 1. A / B / C ( ) [ 1 ] [1] W. H. Bleuel, Management Science s Impact on Service Strategy, I n t e r f a c e s, vol.6, no.1, November 1975, part 2, pp.4-12.

357 % ( ) D G D G K e n d a l l A / B / C A B C M D E k k k 1 k G M / M/ M / M/ 1 I I I I I I

358 M/M/1 M/M/c M/G/1 M/G/ M/M/1 M/M/c 17-2 B M M c L q n ( / N c P n n L s L q L b W s W q W b M / M/ 1 11

359 M / M/ F C F S 5 c ( M / M/ k 1 P(n 1 ) P I - 2 I - 1 ( I - 4 ) ( I - 5 ) ( I - 7 ) (I-8) 60 % 40 W s 1 5 W q L s 0. 9 L q 1 P 0 0 P n> ) ( 0 ) 1

360 n 1-3 P n 1 n ( I - 3 ) n 0 n 1 n 2 1 n 9 0 % n 90 % 17-1 n n P n P ( n) 0 ( 0. 4 ) ( 0. 6 ) ( 0. 4 ) ( 0. 6 ) ( 0. 4 ) ( 0. 6 ) ( 0. 4 ) ( 0. 6 ) ( 0. 4 ) ( 0. 6 ) M / M/ 1 M/M/ 1 M/M/ 1 N N 1 N M/M/ 1 1 P N P N 2 N ( V- 1 V- 3 N n N ( V- 1 ) ( V- 3 )

361 N V- 4 L s 0. 9 L s 90 % ( V- 4 ) M / G/ 1 M/G/ 1 E(t) V(t) 1 (t) M / M/ 1 L s L q s W q I I I - 2 V t ( I I I - 2 ) 11 1 / 2 I I I - 2 V t L q 2 /( 1 M / M/ 1 I - 5 M / D/ 1 I I I - 2 V t L q 2 /[ 2 ( 1 ) ] M/M/c L q M / M / c M / M/ 1 / c /c L s c L s L s L s L s L q

362 366 n L q L s / ) M / M / c L s ( /c ) L s L q pooling services M / M/ 1 4 M / M/ 1 s 1 / ) W s 1 / s 1 /

363 M / M/ 4 P 0 c 49 / I I - 1 ( I I - 1 ) I I - 4 L s ( I I - 4 ) M / M / c B M / M / L q L q c L q L s L q

364 M / M / c M/M/c 1 N c N N c c M / M / c M/M/c N >c ) N c c M/M/c M/G/ ( ) I V- 1 P n L s ( I V- 1 ) ( ) 17.3 T L T. L. S a a t y M/M/ c [ 1 ] M/M/ c M/M/ 3 0 / 3 L s c 33 0 / L q 3. 5 L s L q L s / 6 / [1] T. L. Saaty, Elements of Queuing Theory with Applications, McGraw-Hill, New York, 1961.

365 L s L q + E E ( ) 1 / P n c ( ) ( ) [ 1 ] ( ) λ ( 1 P N 17.4 ( ) (1) (2) (3) [1] J. D. C. Little, A Proof of the Queuing Formula:, Operations Researc h, Vol.9, no.3, May-June 1961, pp ; W. S. Jewell, A Simple Proof of, Operations Researc h, Vol.15, no.6, November- December 1967, pp ; S.Stidham, Jr., A Last Word on, Operations Researc h, Vol.22, no.2, March-April, 1974, pp

366 370 (4) [ 1 ] M / M / c I - 9 ( I - 9 ) 3 30 / b 1 / (n) W b ( ) P T 95 % % 10 [1] E. J. Rising, R. Baron, and B. Av e r i l l, A Systems Analysis of a University Health-Service Outpatient C l i n i c, Operations Researc h, vol.21, no.5, September 1973, pp

367 M/M/ c [ 1 ] T 0 I I - 3 P c M/M/c I I - 3 c c 6 P n c % c P 0 P(n c) T C C s C C w W s C s C C w L s C C s C w [1] Saaty, op. cit.

368 L s W s 17-7 L q L s M/M/c B L q C L q C s C( ) C w L q ( ) TC ( ) L q L s 4 ( 17-7 ) 10 Ta g u c h i M/M/ c N P N P N P N N c

369 M/M/c c N c N V I - 1 V I - 2 V I - 4 V I - 7 ( ) s 1 / L s 1 P N ( L q 0 ) ( ) ( N 61 ( 17-8 ) P P P d<x C u C o d x

370 A Z z 5 0 ( ) ( 1 0 ) 5 6 ( A/B/C A B C (1) (2) (3) (4) M/G/ (5) ( )

371 ( H a m m e r ) ( C h a m p y ) [ 1 ] Youngho Lee and Amie Elcan, Simulation Modeling for Process Reengineering in the Telecommunications Industry, I n t e r f a c e s, vol.26, no.3, May-June 1996, p.3. D S 1 ( ) ( 1. 5 / ) (long distance carriers) 17-4 D S 1 ( I C S C ) ( M U ) I C S C ( M U ) ( H C P C ( W O R D ) I C S C M U H C P C I C S C M U H C P C W O R D ( ) H C P C W O R D ( D S O C ) W O R D ( I F C P C ) W O R D ( C M C ) I F C P C [1] Michael Hammer and James Champy, Reengineering the Corporation, Harper Business, New Yo r k,

372 376 C M C D S O C D S O H C P C W O R D H C P C r e - W O R D 5 D S I ( Weibull Distribution) ( ) 0 P C C A C I [ 1 ] S I M P R O C E S S S I M P R O C E S S [1] C ACI Products Company, R e f e rence Manual for SIMFA C TO RY II.5 and SIMPROCESS, La Jolla, CA, 1992.

373 % 5 5 % 2 0 % 5 0 % 6 Youngho Lee and Amie Elcan, Simulation Modeling for Process Reengineering in the Telecommunications Industry, I n t e r f a c e s, Vol.26, No.3, May-June 1996, pp.1-9. n / ) N c P n n L s L q L b W s q b I. M/M/ 1 [ 1 ] ( I - 1 ) ( I - 2 ) ( I - 3 ) ( I - 4 ) ( I - 5 ) ( I - 6 ) ( I - 7 ) [1]

374 378 ( I - 8 ) ( I - 9 ) II. M/M/c [ 1 ] ( I I - 1 ) ( I I - 2 ) ( I I - 3 ) ( I I - 4 ) ( I I - 5 ) ( I I - 6 ) ( I I - 7 ) ( I I - 8 ) ( I I - 9 ) III. M/G/ 1 [ 2 ] ( I I I - 1 ) ( I I I - 2 ) ( I I I - 3 ) ( I I I - 4 ) [ 3 ] I V. M/G/ ( I V- 1 ) ( I V- 2 ) ( I V- 3 ) [1] 0c. [2] V(t) [3] e=2.718,

375 V. M / M / 1 ( V- 1 ) ( V- 2 ) ( V- 3 ) ( V- 4 ) ( V- 5 ) ( V- 6 ) ( V- 7 ) ( V- 8 ) ( V- 9 ) VI. M/M/ c ( V I - 1 ) ( V I - 2 ) ( V I - 3 ) ( V I - 4 ) ( V I - 5 ) ( V I - 6 ) ( V I - 7 ) ( V I - 8 ) ( V I - 9 )

376 a. M/M/ / / ( I - 2 ): P( ) P ( 1 5 / 2 0 ) b. 3 1 I - 2 P P n c. 17 I / a.

377 M / M/ 1 2 I - 5 L q b. 3 a M / M/ 1 L q 0. 5 M/D/ 1 V t 0 I I I - 2 L q c. B c 2 0 / 20 1 L q (0.333) a. b a. 90 b.

378 a. b a. 4 b. c a b a. b. 2 c. 3 d a. b. 15 0

379 c a. b. 3 c. 6 d. 20 e. 20 f a. b M/M/ 1 1 / a. b. 1 / 8 a 1 / 4 c. b 1 / 2 d. 2 2 b c 30 8

380 Filibuster Fly / 20 (1) (2) 1 / 20 ( ) (3)

381 [ 1 ] 6 6 A B C D E F / S S ( A 1 90 B 45 ) 12 ( ) (1) (2) (3) (4) (5) [1]

382 Excel Solver 5. ( L P linear programming) L P 18.1 L P L L P 18.2

383 E PA 30 c 1 x 1 +c 2 x 2 + +c n x n x 1 x 2 x n 0 = (1) x 1 x 2 x n 0 10 (2) c 1 x 1 c 2 x 2 c n x n c 1 c 2 c n (3) b 1 b 2 b m R H S ( 4 ( 5 a 11 a 12 a 1n 18.1 Stereo Wa r e h o u s e Stereo Warehouse 400 X Y

384 388 x y 5 0x 2 0y 2x 4y x 5 0y x 60 x y 0 x y x y 50x 2 0y x y Stereo Warehouse 18.3 L P L P L P L P L P ( 1 ( 2 ( 3 ( 4 ( 5 ( 6 (

385 m i l k s h a k e ( ) ( ) E C S E C S 5 0E 1 5 0C 9 0S C 5 0S E 1 0C E 8 0C 2 0 0S E C S 0 E 3. 5 C 0 S

386 ( ) x 1 6 x x x i = i i 1, 2, 3, 4, 5, x 1 x 2 x 3 x 4 x 5 x 6 x 1 x x 1 x x 2 x x 3 x x 4 x x 5 x , 4 4 x L P L P

387 , t 1 t t 1 t % T t = t t 1, 2, 3, 4, 5, 6 A t t t 1, 2, 3, 4, 5, 6 6 : 160A 1 8 0T A 2 8 0T A 3 8 0T A 4 8 0T A 5 8 0T A 6 8 0T A A t 1 T t 1 A t = 0 t 2, 3, 4, 5, 6 A t T t 0 t 1, 2, 3, 4, 5,

388 L P 18.5 Lease-a-Lemon L e a s e - a - L e m o n , 2 8, Lease-a-Lemon x i j i j

389 i 1, 2, 3 j 1, 2, 3, 4 439x x x 33 0x 34 x 11 x 12 x 13 x x 2 1 x 2 2 x 2 3 x x 3 1 x 3 2 x 3 3 x x 11 x 2 1 x x 1 2 x 2 2 x x i j 0 i j x 1 3 x 2 3 x x 1 4 x 2 4 x Stereo Wa r e h o u s e L P x y Stereo Wa r e h o u s e x y Z Z 5 0x 2 0y 2x 4y x 5 0y x 6 0 x y 0 x y x 0 y 0 x y Feasible region 1 x y x y x= 0 y= 0 x 0 0 2x 3y= 0 5 x= 0 y= x= 0 y= 0 6 Stereo Wa r e h o u s e 18-4

390 394 X y / y x / x 0 y 0 3 x y 3 x y z Z Z Z 2000 x y / y 400 / Z Z Z C x 6 0 y 4 0 Z 18-4 Stereo warehouse L P Stereo Warehouse 2x 4y s s 1 x 1 x 6 s 1 6 s Stereo Wa r e h o u s e Stereo Wa r e h o u s e

391 s 1 s 2 s 3 Z 5 0x 2 0y 2x 4y s x 5 0y s x s x, y, s 1, s 2, s A B C D E Stereo Wa r e h o u s e 18-2 basic variable 0 nonbasic variable L P 0 L P S t e r e o Wa r e h o u s e A B x y C 18-2 Stereo Wa r e h o u s e (Z) A x y s s s B s 3 y s s x 6 0 C s 3 s 2, s y 4 0 x 6 0 D s 1 s 2 s y 8 0 x 4 0 E s 1, x s y s Excel Solver 7.0 Stereo Wa r e h o u s e 18-3 Paul A. Jensen [ 1 Excel Add-in Solver ] [1] Paul A. Jensen, Operations Research Add-ins for Microsoft Excel Operations Research/Industrial Engineering Program, Department of Mechanical Engineering, University of Texas at Austin, June 1996.

392 Excel7.0 Stereo Wa r e h o u s e Stereo LP Variables Num X Y Stereo Wa r e h o u s e 18-4 x y s 2 s 3 Stereo Wa r e h o u s e s 2 60 S s 1 s Microsoft Excel 7.0 Stereo Wa r e h o u s e s 1 ( ) $ H $ 5 S t e r e o _ O j b $ G $ 8 X E $ H $ 8 Y $ D $ E $ D $ $ D $ $ D $ E $ D $ E $ D $ E + 3 0

393 x 1 0 0x 5 0y x 6 1 x 6 1 y x x 6 y Stereo Wa r e h o u s e 18.5 L P y x C C y 0 3 B C y D C y 25 D x Stereo Wa r e h o u s e

394 s 1 x y C C I 80 C I I 18-7 Stereo Wa r e h o u s e s x 8 0 y 0 y= 3 C C D 40 C D D s 1 0 x 4 0 y 8 0 s C B I I postoptimality analysis Stereo Wa r e h o u s e 40 / % Preemptive priorites

395 Wa r e h o u s e 18.6 Stereo Wa r e h o u s e S t e r e o x y d d d d d d d 4 60 d P k k Z=P 1 d 4+ P 2 (d 1 2d 3+ ) P 3 ( 2d 2 2d 2 ) 50x 2 0y d 1 d x 4y d 2 d x 5 0y d 3 d x d 4 d 4 60 x, y, d 1, d 1, d 2, d 2, d 3, d 3, d 4, d 4, 0 2 d 1 d 1 d d Stereo Warehouse E x c e l P P P 3 1 D M d D P d Stereo Wa r e h o u s e x y D M D M D P3 0 8 D M4 0 40

396 400

397 Excel 7.0 Stereo Wa r e h o u s e X Y DM1 DM2 DM3 DM4 DP1 DP2 DP3 DP4 18.7

398 ( 2 ( 3 ( 4 ( , x 40 ( ( 7 ( 8 A R C A R C A R C A R C 3 A R C 3 3 A R C

399 A R C 3 A R C 3 1) 3 2) 3) 4 3 A) 1 ) 1 ) B) C) 1) 2) A) 1 ) B)

400 404 m n j i j i D i j i j y j j A i i w j j B i i z j j C i i m n D i j i j j i j i 3 ( 1 ) ( 2 ) 3 ( 3 C ) 3 A R C 1 A B C

401 A B C A R C 4 D E Adapted from D.A. Jacobs, M.N. Silan, and B.A. Clemson, An Analysis of Alternative Locations and Service Areas of American Red Cross Blood FacilitiesI n t e r f a c e s v o l. 2 6, no.3, May-June 1996 p p Moonstruck Country 3 (A) maretto (B) reakfast blend ( C ) h i c o r y A B C 80 % 5 0 % 3 0 % M o o n s t r u c k

402 Excel 7.0 M o o n s t r u c k Moonstruck LP A 0 B C A B C Col Mex Col Mex Max Z [ (0.9) ( 0. 2 )( 0. 5 )]A [ ( 0. 5 )( 0. 9 ) ( 0. 5 )( 0. 5 )]B [ ( 0. 3 ) ( 0. 9 ) ( 0. 7 ) ( 0. 5 ) ]C A B C 0. 8A 0. 5B 0. 3C A 0. 5B 0. 7C 30

403 A, B, C 0 2. Excel Solver B reakfast 25 C h i c o r y 25 3 A m a r e t t o , E c o n o m y A B A B 80 A B a. b Springdale ( ) S p r i n g d a l e % 30 % 5 0 % 400 ( ) A B C E C S 18-9 a. b. c. 25 d. e.

404 408 f. R H S g Excel LP Excel 7.0 E C S x j j 18-11

405 Excel 7.0 LP Excel 7.0 X1 X2 X3 X4 X5 X a. 3

406 410

407 b. c d. x 4 0 e. x 1 0 x 2 8 x 3 6 x 4 2 x x 6 6, E x c e l 7. 0 A1 A2 A3 A4 A5 A6 T1 T2 T3 T4 T5 T A( A2( A3( A4( A5( A6( A( A2( A3( A4( A5( A6(

408 412

409 A j T j j a. 6 b. c. T 6 d. f L e a s e - a - L e m o n x i j i j E x c e l 7. 0 L e a s e - a - L e m o n X11 X12 X13 X14 X21 X22 X23 X24 X31 X32 X33 X34

410 414 a. b x 18.8 To e (%) ( ) (1) ) = % 24 % 12 % 64 % , 0. 70

411 18 415, 3, x 1 x 2 x 3 (1) 8 5 (2) ( ) (3) ( ) 30 % 15 % 55 % ( ) ( 7 )

412 416 ( ) ( ) 2 5 % T t t t=1, 2, 3, 4, 5, 6 J t t t F t t t I t t t S t t t % t 2 t 1 t 5% t 1 t t 1 7.5% 18-8 (1) ( ) (2) (3) 6

413 z 0 z z

414 L q

415 B M/M/c L 419 q

416 420 B M/M/c L q

417

418 B A RT H O L D I,J.J. III, L. K. PLATZMAN, R. L. COLLINS, and W. H. WARDEN III:" A Minimal Technology Routing System for Meals on Wheels, "I n t e r f a c e s, vol. 13, no. 3, June 1983, pp. 1-8.

419 6 423

420 424, and e. S. Buffa:"the facilities layout problem in perspective," Management Science, vol. 12, no. 10,June 1966, pp We n e r,richard A.:"The Environmental Psychology of Service Encounters," in J. A. Czepiel, M. R. Solomon,and C. F. Surprenant (eds.), The Service Encounter, Lexington Books, Lexington, Mass., 1985, pp

421

422 426 10

423 BARZEL, YORAM: A Theory of Rationing by Wa i t i n g, The Journal of Law and Economics, vol. 17, no. 1, April 1974, pp

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