1 1 2 3 4 1-1 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

1 1 2 3 4 1-1 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

1 3 1.1 / 1.2 20 10 3 20 5 0 5 8 / 10 90 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 ] 70 1-1 [1] Colin Clark The Conditions of Economic Pro g re s s 3d ed. The Macmillan Co. L o n d o n 1 957. [2] N. N. Foote and P.K. Hatt, Social Mobility and Economic Advancement, American Economic Review, May 1953, pp. 364-378.

4 1-2 1-2 ( 1 980 1 993 ) 1980 1987 1993 67. 2 70. 8 74. 8 67. 1 71. 0 74. 3 64. 7 69. 7 71. 8 64. 3 70. 1 70. 7 63. 3 66. 0 68. 0 56. 9 63. 6 66. 4 52. 2 60. 1 65. 9 48. 7 57. 7 60. 2 54. 5 58. 1 59. 9 60. 4 67. 7 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 1 993 p p. 236-242.

1 5 1-2 ( 1885 2000 ) 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. 4 1 7. 1-2 3 / 4 1.3 [ 1 Daniel Bell ] 1.3.1 1.3.2 [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 1 9 7 3.

6 1.3.3 B e l l 19 Ernst Engel M a s l o w 1-3 1-3 1.4 30 1-4

1 7 31. 8 1-4 ( 1982 1 1996 4 ) 1 9 8 2 1 1 9 8 2 1 1 9 9 6 4 1 9 9 6 4 ( 1 0 0 0 ) ( ) ( 1 0 0 0 ) ( ) ( ) 5341 6. 0 7060 6. 0 32. 2 19 036 2 1. 3 33 642 2 8. 5 7 6. 7 13 098 1 4. 6 16 600 1 4. 0 2 6. 7 5 296 5. 9 6 444 5. 5 2 1. 7 15 161 1 6. 9 21 100 1 7. 9 3 9. 2 5 082 5. 7 6 262 5. 3 2 3. 2 2 739 3. 1 2 775 2. 3 1 6. 6 65 753 7 3. 5 93 883 7 9. 5 3 905 4. 4 5 378 4. 6 3 7. 7 1 127 1. 3 5 7 4 0. 5 4 9. 1 18 781 2 1. 0 18 187 1 5. 4 3. 2 23 813 2 6. 7 24 139 2 0. 5 89 566 118 022 3 1. 8 Economic Indicators 1996 6 14 1956 1-3 30 4 400 70

8 1-3 ( 1900 2 000 ) U.S. Department of Commerce, Bureau of Census, Statistical Abstract of the U.S., 1995. 1.5 1.5.1 3 M 80 500

1 9 V C R 1.5.2 80 620 2000 80 2010 2 110 [ 1 ] [ 2 ] 20 50 [ 3 ] 1.5.3 [1] Susan B. Garland, The Graying of America Spawns a New Crisis, Business We e k, Aug. 17, 1987, pp. 60-62. [2] Harold E. Johnson, Older Workers Help Meet Employment Needs, Personnel Journal, May 1988, pp. 100-105. [3] Edward Cornish, The Coming of the Singles Society, The Futurist, July-August 1987, p. 2.

10 James Brian Quinn Christopher E. Gagnon [ 1 ] Q u i n n G a g n o n 8 0 20 S t o u ff e r s Marshall Field Giant Foods B r a n i ff 1 C AT M R I 2 60 80 3 13 [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. 95-103.

1 11 4 5 60 7 75 [ 1 ] 2 D H L 1. 6 19 2 C l a r k - F i s h e r 1 2 3 4 5 [1] John Greenwald, Down and Down the Dollar Goes, Ti m e, Sept. 7, 1992, pp. 36-37.

12 9 0 1991 1 100 ( ) ( ) ( ) 96 000 The New Jobs: A Growing Number Are Good Ones, Judith H. Dobrzynski, The New York Times, July 21, 1996, p.10. ( 1 991 1996 25 25 ) 1 9 9 6 1 9 9 3 ( ) ( ) ( ) 7 009 6. 7 22 499 1 505 6. 2 21 018 4 9 6 5. 7 N A 2 370 5. 6 15 326 5 3 1 4. 9 96 497 4 3 9 4. 7 20 496 4 3 0 4. 4 31 617 5 1 6 4. 4 31 692 5 9 9 4. 2 N A 8 3 4. 0 19 514 1 059 3. 6 20 430 9 5 0 3. 4 21 208 8 8 3 3. 3 22 914 9 463 3. 3 34 200 1 879 3. 2 27 289 2 849 3. 1 33 709 3 334 3. 1 26 443 1 982 3. 0 20 088 7 419 2. 8 11 920 4 4 2. 5 N A 2 234 2. 2 25 433 9 6 2 2. 2 33 103 8 2 8 2. 2 43 093 7 5 4 2. 1 27 713

1 13 1 9 9 6 1 9 9 3 ( ) ( ) ( ) 16 584 1. 5 28 859 9 2 6 0. 3 61 224 5 3 5 0. 2 33 566 1 674 0. 1 32 369 6 8 2 0. 1 42 178 1 532-0. 3 32 515 7 0 8-0. 7 47 020 6 4 2-0. 8 24 897 1 026-0. 9 56 289 1 100-1. 1 13 971 9 0 5-1. 2 55 722 2 781-1. 2 N A 1 747-1. 2 N A 2 022-1. 7 35 252 5 1-2. 3 56 964 1 4 0-2. 4 67 996 2 3 4-2. 7 55 707 8 6 8-2. 8 19 225 4 1-3. 4 55 983 8 3 1-3. 4 45 795 9 9-4. 8 22 664 3 1 2-5. 0 36 011 1 4-5. 9 54 011 1 0 1-6. 4 62 044 Regional Financial Associates, Bureau of Labor Statistics, The New York Ti m e s, July 21, 1996, p. 10.

2 1 2 3 4 ( ) ( ) 2-1 2-1 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

2 15 2.1 ( 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 ( ) ( 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. 61-69.

2 17 2.3 (Service Package) 4 (1) (2) (3) (4) 2-2 ( ) 2-2 1 4 2 5 3 1 3 2

18 2.4 1 3 ( N I A S E ) ( P S R O ) 4 24 AT M 2 1 4 5 2 6 3 7 2.4.1

2 19 ( ) ( ) ( 1 ) (2) (3) 2.4.2 10 2.4.3 1

20 12 1 [ 1 60 4 8 ] [ 2 ] 6 0. 5 6 3. 5 7 1 [ 3 ] 3 ( 1 ) 1) 2) ( ) 3) ( ) (2) 1) 2) ( ) 3) (3) 2.4.4 ( ) ( ) ( ) ( 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., 1970. [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. 123-128. [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.

2 21 ) ( ) ( ) 5 2.4.5 ( ) ( ) ( ) M a r r i o t t J. [ 1 Willard Marriott ] 2.4.6 2.4.7 ( ) ( ) [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. 98-106.

22 ( Transactional Analysis) 2.5 2-3 1) 2) ( ) ( ) 2-3

2 23 2.6 3 ( ) ( ) ( ) ( ) 4 ( ) ( ) (1) (2) 2-1 (3) 7 (4) (5)

24 5 0 0 50 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. 11 22 ( ) 1 4 ( C C V D ) C C V D

2 25 2 3 ( 3 5 8 1 0 ) ( ) 7 8 5 6 ( 6 000 ) ( ) C C V D ( ) 20 (1) (2) (3) ( ) (4)

3 4

3 1. 2. 3. 4. 5. 80 3.1 Service Encounter 3.2 2

3 29 Shouldice Hospital 12 [ 1 ] [1] Harvard Business School case, Shouldice Hospital Limited ICCH no. 9-683-068 1 9 8 3 p. 3.

30 3.3 [ 1 ] Christopher Lovelock 3.3.1 3-1 1) 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 3.3.2 / [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.

3 31 3-2 1983 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.13. 3.3.3 3-3 3-3 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.15.

32 3-3 B u rger King 3-3 3.3.4 2 3-4 (1) (2) (3) 13 3-4 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.17 3.3.5 3-5 7 5 6

3 33 3-5 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.18 3.4 M e d 2 L.L. Bean M a r r i o t t

34 3.5 [ 1 ] Michael Porter [ 2 ] 3.5.1 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 3. 4. 5. 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, 1986. [2] Michael E. Porter, Generic Competitive Strategies, Competitive Strategy, Free Press, New York, 1980.

3 35 3.5.2 S p r i n t N o r d s t r o m 21 1. H a r t f o r d 2. 3. 4. 5. Magic Pan 1 0 3.5.3 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. 77-85.

36 / 3-6 3-6 Micheal E. Porter Competitive Strategy C o m p e t i t o r s 1 9 8 0 Techniques for Analyzing Industries and 3.6 A 24 800 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., 1 9 8 9, p p. 3 6-4 6.

3 37 P P O 3.6.1 3.6.2 3.6.3 3.7 8 4

38 (1) (2) (3) (4) (5) (6) F r i t o - L a y s 6 2 794 225 H. E. B. 30 000 30 (John Campbell) 18. 11 10 250 320 40 9 20 6 000 1 / 3 65 ( ) 450 75 68 100 600 2 / 3 S t a m f o r d Progressive Grocer Kevin Coupe 8 0 H. E. B.

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. H1. 737 10 6 ( ) Ta l l a h a s s e e 4 4. 5 30 238 5 60 298 ( ) 737 Love Field Love Field -Fort Wo r t h 1 10

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

4 1. 2. 3. 4. 5. 6. 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.22-31.

42 4.2 4.2.1 U P C U P C 4.2.2 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.

4 43 ( F ) ( V ) ( P ) ( N ) ( I ) ( E ) ( T ) 4-1 4.2.3 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. 72-7 3.

44 4-1 2 3. 1 F V F I V T V T V T, 17. 9 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 3890 4. 9 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. 52-62. 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. 12-13. Copyright 1983 Pergamon Press Ltd.

4 45 4.3 [ 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.) 4.3.1 3 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.

46 2. [ 1 ] People Express [ 2 ] Alfred Kahn 70 [ 3 ] 3. American Hospital Supply M c K e s s o n [ 4 ] 4.3.2 8 0 0 1. S A B R E [ 5 ] M a r r i o t t 13 2. 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. 9-184-041, HBS Case Services, 1983. [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. 8-31.

4 47 3. ( O t i s ) 4.3.3 James L. Heskett [ 2 ] 1. Dun & Bradstreet H o m e S h i e l d 2. Club Med Club Med Club 3. 4-2 B o r d e n 4.3.4 1. 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.

48 F r i t o - L a y [ 1 4 000 ] 4-2 4-2 Peter Pan 3 18 5 4 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 69-62 188th St. 35 54 Flushing, NY Food Emporium Madision Ave. & 74th St New York, NY Waldbaum Super Market 196-35 Horace Harding Flushing, NY Coors 21 3 4 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.

4 49 2. ( 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 60 33 ] 3 ( ) 6 ( ) ( ) 14 [ 2 ] 4.4 4-2 ( 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. 518-519. [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. 75-85.

50 4.5 4-2 ( ) 4-2 4-2 ( U S A A ) U S A A ( ) U S A A U S A A U S A A U S A A 4.5.1 ( I R S ) 4.5.2 4.5.3

4 51 L o t u s 30 000 L o t u s [ 1 ] 4.5 4 4.5.5 4.6 [1] How Did They Get My Name? N e w s w e e k, June 3, 1991, p. 41.

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 49 10 000 400 100 F r i t o - L a y Charles S. Feld F e l d 2 500 10 000 1 F e l d 18 F e l d F r i t o - L a y 4 000 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.8. 1992

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 1993 2 348 F i e l d s 36 34 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 ( )

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

5 1 2 3 4 5 C 5.1 )

5 57 5.2 [ 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. 133-139.

58 Service Encounter 9 6 F 30 ) 6 11 5.3 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. 34-43.

5 59 5-2 5-1 5-1 / / ( 4 ) 4 ( 15 ) 20 ( 6 ) 12 ( 6 ) G. Lynn Shostack, Service Positioning through Structural Change, Journal of Marketing, vol. 51, January 1987, p. 36. 5.4 5-2 ( )

60 5-2 ( ) ( ) ( ) 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.29 5.4.1 5.4.2 6 7

5 61 5.4.3 11 1 3 5.5 2 5.5.1 [ 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. 41-52.

62 1. 9 2. 3. 4. 5.5.2

5 63 500 ) 1. 2. ) ) 5 )! A A M C O M i d a s 13 5.5.3 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. 137-142.

64 1. 2. 5-3 5-3 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.

5 65 3 [ 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.123 5.5.4 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.

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

5 67 (1) S h o s t a c k ( 2 ) (3) (4) ( 5 ) (6) P a c B e l l 1991 9 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 3 4 85

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 1 1000 40 I N F O T E L 10 000 1997 I N F O T E L 10 000 ( U P S ) 1983 90 3000 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. 46-48.

5 69 L e e 1 0 0 1 0 0 30 M i s o s h i r u ( ) 100 800 100 L e e 100 Ta m u r a ( ) ( ) 100 1 0 0 3 0 30 ( 1 ) 100 (2) 100 ( 3 ) 1 0 0 (4) 100

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

5 71 3 : 30 5 : 00 5 : 00 8 : 30 10 : 00 3 : 00 3 (1) (2) (3) 20 000 0. 10 5-4 (4) 5-4 ( ) 2 800 7 400 500 1 ( ) 5 544 7 2 3 6

72 ( ) 528 1 2 2 6 165 30 12 1 0 0 1. 5 0 4 000 2 24 000 167 1 000 2 13 404 22

5 73 C l a r k e Wr i g h t 20 60 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 2 5 2 5 2 0 C - W 1 2 1 2 S i j C 0i C 0j C i j B r i d g e t t e 1 2 4 S 1 2 C 0 1 C 0 2 C 1 2 5 5 6 4 C - W C - W C - W 5 B r i d g e t t e 4 5-4 (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. 568-581.

74 (2) (3) S ij 1 2 8 1 5 1 2 11 5-6 (4) T T i j 0 ( ) j T 3 a T 2 ( B r i d g e t t e ) j ( 1 2 3 4 ) 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 03 0 2 3 T = 1 C ( 2 3 ) 5-7 b 1 2 3 2 T 23 5-5 5-6 3 2 0 3 1 0-1-0 2 0-2-0 1 0-1-0 3 0-3-0 2 0-2-3-0 4 0-4-0 3 0-4-0 5-7a) 5-7b)

5 75 C ( 0 2 ) C ( 0 3 ) T= 2 T= 1 5-7 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 17 5 5-7 b C ( 2 4 ) 14 T 02 T 04 0 2 4 2 4 2 4 T = 1 C ( 0 2 ) C ( 0 4 ) T 5-7 c 0 2 4 0 11 C ( 1 2 ) T 01 0 T 02 0 1 2 5 a C ( 3 4 ) T 03 T 04 0 3 4 5 b C ( 1 3 ) T 01 T 03 0 1 3 C ( 1 3 ) T 1 5-7 d 1 0-1-0 2 0-4-2-3-0 5-7c) 0-4-2-3-1-0 5-7d) 0 1 3 0 C - W B r i d g e t t e 5-8 500 B r i d g e t t e 1 000 C - W B r i d g e t t e 5 c 5-8 5-9 5-9 T 2 5-10 a (

76 ) C ( 2 3 ) 2 3 C ( ) T 1 C ( 0 2 ) C ( 0 3 ) T 1 5-10 b 0-2 - 3-0 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 1 5-10 c 1 0-1-0 2 0-2-0 3 0-3-0 4 0-4-0 1 0-1-0 2 0-2-3-0 3 0-4-0 1 0-2-3-0 2 0-1-4-0 5-10a) 5-10b) 5-10c) 5-11 99. 8 5-12 80 C - W 25 99.8 5-11 80 5-12 [ 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.

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

78 5 1 4 4 2 3 3 3 4 16 2 2 4 5 1 4 1 3 20 2 3 2 4

5 79 5.1 5.2 5.3 5.4

80 5.5 Lone Star a b c 5.6 5.7 5. 8 4 2 1 2 3 4 0 a. 2 1. 5 / 5 10 8 / 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

5 81 D a l e y 9 D a l e y 3 12 20 90 1-2 2 2-3 5 3-5 5 1-3 4 2-4 6 3-6 1 0 1-4 6 2-5 7 4-5 3 1-5 6 2-6 11 4-6 5 1-6 1 2 3-4 6 5-6 5 8 30 8 9 15 (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

82 0. 455 / 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 48 1 28 30 2 20 18 3 18 14 4 21 26 5 30 32

6 1. 2. 3. 4. 5. 6. 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, 1 9 8 9, p. B 1.

84 [ 1 ] 6.1 6.2 3, 1 2 3 4 5 6.2.1 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.

6 85 6.2.2 M c D o n a l d 6.2.3 60 6.2.4 N o r d s t r o m s Eddie Bauer

86 6.2.5 Priscilla Price 6.3 1006 B H G 200 31 31 31 20 333 21 8 10 3 3 20

6 87 3 6.3.1 6. 1 6.1 120 6-1 1 6 5 6-1 ( ) 1 1 5 2 3 0 3 6 0 4 4 0 5 2 0 6 ( ) 30 6-1 a 3

88 6 0 3 120 4 90 a) b) 6-1 a) b ) 6-1 b 7 120 1 4 120 2 6 3 1 20 60 6 15 1 40 4 55 6 4 5 60 6-2

6 89 165 5 22 6 6-2 6 6.3.2 n n n 10 3 628 800 6. 2 6.2 Wa c o N e p t u n e s Realm 6-2 [ 1 ] 6-2 6-3 a 6-2 A D A C 124 A C C A 6-3 b 96 6-3 c A C D E F 70 6-3 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.12-13.

90 B E F E F 6-4 58 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.136-159.

6 91 6-4 6-5 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.

92 6.4 5 6-3 6-3 D 6-3 5 6.3 6-6 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.

6 93 6-6 6-7 K i m e s M u t k o s k i [ 1 6-3 ] 3 60 1. 75 6-7 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. 1 0 1-11 3.

94 6.6 [ 1 ] F i t z s i m m o n s M a u r e r 42 6-8 9 ( 1 ( 2 ( 3 ( 4 (5 (6 (7 (8 (9 42 1. ( ) 1 2 3 4 5 8. 15 15 2 9 30 4 4 45 5 9 60 ( ) a. 1 2 3 4 5 b. 1 2 3 4 5 10. ( ) 1 2 3 4 5 22a. 22 2. 993 3. 994 4. 995 ( ) 1 2 3 4 5 29. 1 2 3 4 5 6 ( ) 1 2 3 4 5 40. 0 1 2 3 4 ) 0 1 2 3 4 5 41. 8 9 11 12 1 4 15 15 ( ) 1 2 3 4 5 6-8 (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.95-99.

6 95 2 5 0 8 15 ( 1 ( 2 ( 3 ( 4 ( 5 6.6.1 ( 1 ( 2 ( 3 ( 1 ( 2 6.6.2 11 6.6.3 4 2 / 3 6.6.4

96 3 4 6.6.5 6.6.6 6.7 6-9 6-10

6 97 1 5? / 1 2 3 4 5 / 1 2 3 4 5 1 5 / 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 1 5 4 5 5 1 2 3 4 5 1 5 / 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

98 1 2 3 4 5 1 2 3 4 5 11 5 8 2 1 2 3 4 5 7 3 5 1 1 2 3 4 5 7 3 5 1 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

6 99 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 30 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 300 C D 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 0 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 5 1 2 3 4 5 1 2 3 4 5 6-9 Angela Loftin Deborah Ya n c e y James A.Fitzsimmons

6-10 100 /

6 101 6.8 Wa l - M a r t K m a r t 7 C R A F T 1. J F K 1 20 2 16 3 40 4 24 5 18 6 15 90

102 180 225 90 150 200 240 20 16 40 24 18 15 1 8 0 2. A B C D E F A 5 9 3 7 1 B 3 8 2 6 2 C 1 1 7 2 3 D 2 2 10 2 5 E 1 2 6 3 2 F 1 1 1 4 2 A B C D E F A 8 10 5 8 2 B 9 4 8 3 C 17 8 4 D 5 9 E 4 F

6 103 A D 5 2 10 A F 2 2 4 B D 4 2 8 B F 3 2 6 28 (1) (2) 6. 2 (3) 4 5 C R A F T C R A F 6 6.1 30 60 a. b. 6 120 6.2 1 2 4 1 6 2 20 3 18 4 10 5 12 a. b. /

104 6.3 5 1 1 0 2 3 0 3 6 0 4 2 0 5 4 0 a. b. 4 c. 3 b 6.4 1 3 0 2 6 0 3 45 4 9 0 a. b. 5 c. 5 6.5 6. 2 a. b. c. 6-2 6.6 The Second Best Discount 6 A B C D E F A 1 4 2 0 3 B 0 2 0 2 1 C 2 2 4 5 2 D 3 0 2 0 2 E 1 4 3 1 4 F 4 3 1 2 0 6.7 +

6 105 0 A B C D E F A 0 0 B 0 C 0 D E 0 F 6.8 3 6 A B C D E F A 5 4 8 7 1 B 6 2 3 9 5 C 6 1 1 2 2 4 D 3 2 1 0 3 5 E 7 11 2 1 6 F 6 2 8 1 0 3 Best Buy C D Circuit City

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 ) 1 9 9 6 1 ( 7 ) X 40 1

6 107 2 A B C D E F A 30 0 5 0 0 B 10 40 10 0 0 C 15 20 15 5 5 D 5 18 8 6 3 E X0 4 1 2 4 F 2 0 0 0 1 ( B ) 10 3 5 1 5 5 ( ) 1 2 / 24 120 60 40 30 ESQUIRE 1971 ESQUIRE 20

108 1 9 7 1 57 10 200 6-11 6-4 1 C R A F T 2 3 6-11 ESQUIRE 6-4 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

7 1. 2. 3. 4. 5. ( ) ( ) 7.1

110 7.2 7-1 7-1 7.2.1 ( ) ( ) 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 ] 1 2 2.83, : d i j x i x j y i y j ( 7-2 ), d i j 2 4 2 4 4. 0

( ) ( ) 7-2 7.2.2 ( ) 7.2.3 ( ) ( ) 1. ( ) ( ) 2. 7 111

112 ( ) 1) 1 000 2) 1 3. William J. Abernathy John C.Hershey [ 1 ] 1) 2) 3) 1) 2) 7-3 1 C 2 B A 3 A A B C 7-3 7.3 [ 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.629-642. [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.784-799

7 113 7.3.1 5 5 ( A F D C ) 7.3.2 1) 2) 7.3.3 ( 7-3 ) A F D C Y i 0. 0 0 4 3X 1i 0. 0 2 4 8X 2i 0. 0 0 9 2X 3i ( 7-3 ) Y i A F D C i X 1i 18 1. 5 i X 2i 18 X 3i 18 Y i 5 10 50 5 2 ( 7-3 ) 0. 30 0. 30 5 0 2 3 0 7.3.4 Y i 7.4 7-4 ( 7-4 ) i x i i

114 s Z s 0 d d (7-5) 5 0 ( 7-4 29 ) =29 =29 7-4 x y 7-1 7.4.1 1 ( 7-6 ) i ( ) x i, y i i x s, y s n ( 7-7 ) (1) x x s (2) y

7 115 y s x s y s 7.1 4 7-5 x y ( 7-8 ) ( 7-8 ) 7-5 ( 7 1 3 5 )/ 2 8 x x s x 7-5 7-1 ( 1 2 3 4 ) 8 8 2 1 8 x 2 (x 2 ) 7-1 x 3 ( x 3 ) 3( 3=3) 1( 1=7) 2( 2=1) 4( 4=5) x/ 7-5 7-2 y s y 7-5 ( 4 1 2 3 ) 7-2 8 1 1 4 12 y 2 ( y 1 2 ) 7-5 ( 3 2 1 4 ) 7-2 8 1 1 3 2 11 y 2 A B

116 7-1 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 ( 7-1 0 ) ( 7-11 ) x s y s ( d is )

7 117 [ 1 x s y s x s y s ] 7-5 7-4 x s = 2 y s = 2 ( 7 1 0 ) x s 20. 78 / 11. 19 1. 857 ( 7-11 ) y s 23. 98 / 11. 19 2.143. x s y s 7-4 (x, y) ( ) (d is ) 7.4.2 ( 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 ( 7-1 3 ) E jk j k ( 7-1 4 ) [1] We b e r Alfred We b e r 1 909 [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.293-303

118 P i j i j ( 7-13 ) C i i B i k i k m M jk j k ( 7-1 5 ) 7.2 7. 1 (x 2 y 2 ) 7-5 A 10 λ 2 (x 3 y 2 )( B ) 7-5 7-6 7-8 7-5 (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 7.4.3 1.

7 119 7.3 9 30 6 ( 6 ) 7-6 30 1 7-6 2 3 4 30 7-9 30 7-6 30 3 5 3 4 5 7-9 2 1 2 3 7-9 6 3 4 8 3 8 3 1 5 8 6 9 40

120 5 ( 3 8 ) ( 3 9 ) ( 4 7 ) ( 4 8 ) ( 4 9 ) 2 7-6 R i c h a r d [ 1 C h u r c h Charles ReVe l l e ] 7. 3 3 4 8 4 7-9 3 4 5 6 7 3 8 8 9 3 7.5 7-10 7-10 1. 5. 2. 6. 3. 7. 8. 4. 7.6 L. L. B e a n 7.6.1 [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.101-11 8

7 121 ( ), La Quinta 7.6.2 Au Bon Pain 16 100 F i l e n e 5 [ 1 ] 7.6.3 [ 2 H ] V I S A 7.6.4 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. 55-70. [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.11 4 9-11 6 0

122 (1) (2) (3) (4) (5) 7.7 5. 5 20 90 ( ) ( ) ( ) ( )

7 123 Au Bon Pain Au Bon Pain 176 75 1 01 14 Au Bon Pain 16 100 F i l e n e 5 500 15 Au Bon Pain ( ) Au Bon Pain 75

124 3 B e n e t t o n 20 80 3 4 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 70 51 19 125 1 000 50 75 1 01 Au Bon Pain Au Bon Pain 5 60 000 10 Au Bon Pain 5 85 7.

7 125 Suzanne Alexander, Saturating Cities with Stores Can Pay, The Wall Street Journal, September 11, 1989, p. B1. 1. 4 x y A( 6 2 ) B( 8 6 ) C( 5 9 ) D( 3 4 ) 2 000 1 000 3 000 2 000 ( ) ( 2 1 3 2 )/ 2 4 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 100 2 ( H u ff ) C D (T i j ) ( ) ( ) (i) (j) A( 6 2 ) B( 8 6 ) C( 5 9 ) D( 3 4 ) C 8 6 0 7 D 5 7 7 0

126 (S 3 ) 2 ( 7-12 ) A C T 0 (A ij ) (i) (j ) A B C D S 1 = 3 0. 0469 0. 8333 S 2 = 1 0. 0400 0. 0204 0. 0 8 6 9 0. 8 5 3 7 ( 7-13 ) A C (P ij ) (i) (j ) A B C D 0. 5 4 0. 9 8 1. 0 0 0. 0 0 0. 4 6 0. 0 2 0. 0 0 1. 0 0 ( 7-14 ) ( 7-15 ) A C 0.54 2000 100 108 000 (E jk ) (M jk ) ( ) (j ) A B C D ( ) 108 000 98 000 300 000 0 506 000 0. 6 3 92 000 2 000 0 200 000 294 000 0. 3 7 200 000 100 000 300 000 200 000 800 000 1. 0 0 (1) (2) ( H u ff ) (3) (4) (5)

7 127 7.1 7. 1 4 ω 1 7 ω 2 9 ω 3 5 ω 4 7 7-5 A 7.2 5 x y C 1 ( 4 4 ) C 2 ( 4 11 ) C 3 ( 7 2 ) C 4 ( 11 11 ) C 5 ( 14 7 ) ω 1 3 ω 2 2 ω 3 2 ω 4 4 ω 5 1 ( x y ) 7.3 4 x y H 1 ( 5 1 0 ) H 2 ( 7 6 ) H 3 ( 4 2 ) H 4 ( 16 3 ) 450 1 200 3 00 1 500 7.4 5 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 5 5 7.5 4 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 ( 11 11 ) P 5 ( 7 1 4 ) ω 1 4 ω 2 3 ω 3 2 ω 4 4 ω 5 1 a. b. A 7.7 7. 2 B A 3 7. 1 7.8 5 10 000 C 1 1 500 C 2 2 500 C 3 1 000 C 4 3 000 C 5 2 000 ( ) B 11 1 00 B 1 2 1 5 0 B 2 1 7 5 B 2 2 1 0 0 C 3 1 1 2 5 C 3 2 1 2 5 C 4 1 1 0 0 C 4 2 1 2 0 C 5 1 1 2 0 C 5 2 1 2 5 7.9 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 11 2 0 T 12 1 5 T 21 3 5 T 22 2 0 T 31 3 0 T 32 2 5 T 4 1 2 0 T 4 2 = 2 5 T 5 1 2 5 T 5 2 2 5 1

128 7.10 6 12 7-11 4 ( ) a. ( 2 ) b. 7. 11 7. 3 25 7.12 ( AT M s ) 7-7 20 7.13 7-7 a. 30 b. a 7-11 1 2 3 4 5 1 0 9 1 5 2 0 8 1 2 6 (c i ) 100 150 80 50 7-7 ( C ) ( ) 7-12 ( 7-8 )

7 129 7-8 7-12 ( ) ( ) 1 5 1 3. 0 2 4 2 4 1 4 5 3 3 1 5. 0 1 6 4 1 1 5. 0 2 4 5 2 1 5. 0 3 5 6 1 1 6. 0 1 3 7 4 1 6. 0 2 2 8 1 1 8. 0 3 5 9 2 2 0 2 1 0 4 2 1. 0 1 4 11 2 2 1. 0 2 3 12 2 23. 01 4 13. 01 3

130 Athol Athol ( A F I ) 21 000 Carlos Gutierrez G u t i e r r e z 7-9 ( 800 ) ( 1 12 ) 7-13 7-13 ( ) ( ) 1 7 3 0 12 000 12 500 1 8 0 2 1 130 8 500 9 000 1 2 5 3 1 035 19 500 20 000 2 8 0 4 6 3 5 25 000 3 5 0 5 1 6 0 4 500 5 000 7 5 6 1 0 5 4 000 4 500 5 0 7 1 2 5 4 000 4 500 6 0 8 4 7 0 8 000 8 500 11 5 9 3 0 5 6 000 6 500 9 0 1 0 1 755 18 500 19 000 2 6 5 11 9 0 0 15 000 15 500 2 1 5 1 2 2 9 0 25 000 3 7 0 7 640 7-9 A B A F I 7-14 5 000 7-9 X Y Z C a r l o s A F I 7-15 7-14 ( ) A 10 000 B 15 000 7-15 ( ) X 15 000 Y 20 000 Z 10 000 C a r l o s 7-16

7 131 A F I C a r l o s 7-17 7-9 7-16 1 2 3 4 5 6 7 8 9 10 11 12 A 7 5 5 9 1 3 4 5 7 10 14 17 B 10 8 8 10 7 3 3 2 1 2 2 5 X 16 14 14 16 13 8 7 6 4 4 2 2 Y 12 10 10 12 9 5 4 3 2 4 2 5 Z 7 5 5 7 4 2 1 4 3 10 10 13 7-17 ( ) ( ) 10 000 1 6. 2 1 2. 3 3. 9 15 000 1 5. 6 1 2. 0 3. 6 20 000 1 4. 7 11. 8 2. 9 (1) ( = 1 ) A F I A F 10 000 ( 5 000 ) (2) (3) 0. 5 5. 0 ) (4)

8 1. 2. 3. 4. 5. 6. 7. L e h r e r McGovern Bovis 8.1 (1) (2) (3) (4) (5) (6)

8 133 8.2 (7) (8) Microsoft Project for Wi n d o w s 8.2.1 777 8.2.2 1. W B S Work Breakdown S t r u c t u r e W B S W B W B S 2. 3.

134 8.3 8.3.1 (Gantt Chart) 1916 4L 1L 2L 8-1 747

8 135 8.1 747 747 5 0 8-1, 50 8.3.2 8-1 2 R 8.3.3 A O N ( A O A ) P E RT 8.2 8-1

136 8-1 ( ) 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 2 8-2 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 ) 8.3.4 ( C P M )

8 137 8-2 8-2 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 8-1 8-2 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 8-5 8-6 0 8.3 8-4 t

138 r 20 E F ( E F H ) E F E S TS ES EF LS LF 8-4 8-5 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 8-6 20 TS ES EF LS LF 8-5 8-6 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

8 139

140

8 141 8.3.5 (Microsoft Project for Wi n d o w s ) 8-7 20 2 5 8-8 ( ) ( ) 1995 1 11 1995 1 1 2 4 8.4 8-8 ( ) 8-9 ( ) 8-9 20 4 1 6 11 3 8-10 B F H 1 14 3 8.5 8 8-11

142

8 143

144 8.4 2 8-11 4 4 8-3 - ( / ) A 2 1 5 1 5 1 0 B 8 6 2 2 3 0 4 C 3 2 1 0 1 3 3 D 2 1 11 1 7 6 E 1 0 6 2 0 4 0 5 F 4 3 8 1 5 7 G 4 3 9 1 0 1 H 1 1 1 0 1 0 I 3 2 8 1 0 2 J 2 1 12 2 0 8 11 5 8-3 8-12 E - 8-7 S (C* C) (D D* ) C * D * 8-4 45 1 3 8 8 115 8-3 1 A - C - E - I - J I 1 2 ( 8-7 )

8 145 8-12 8-5 * ( 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 8 8-5 12 A - C - E - I - J * ( ) 8-4 15 1 2 1 ( 8-7 ) 2 3 1 4 5 * 6 * 3 8-4 20 115 45 8 168 19 I * 117 41 6 164 18 C * 120 37 4 161 17 E 125 33 2 160 16 E 130 29 0 159 15 E 135 25 2 158 14 J * 143 21 4 160 13 E * B 152 17 6 163 12 A * B * 166 13 8 171

146 8-5 I * C * E E E J * E * B A * B* A - C - D - G - I - J 16 15 14 14 14 14 13 13 12 A - C - E - I - J 20 19 18 17 16 15 14 13 12 A - C - E - H - J 18 18 17 16 15 14 13 12 11 A - C - E - H - J 12 12 11 11 11 11 10 10 9 B - F - H - J 15 15 15 15 15 15 14 13 12 8.6 8. 4 t A+4M+B B A P( A)=0.01 P( B)=0.01 8-13 ß 8.6.1 ( ) ( ) 8-13 1 (A) A 1 2 (M) M 3 (B) B 1 4 t (A 4M B)/6 (8-8) 98 A B

8 147 A B 6 (B A)/6 (8-9) 2 (B A) 2 /36 (8-10) 8.6.2 (1) A M B (2) ( 8-8 ) t (3) T (4) σ T2 ( 8-1 0 ) [ 1 (5) ] (6) ( A ) 8.5 8-6 24 ( ) ( 8-8 ) ( 8-10 ) 8-6 8. 3 8-5 A - C - E - I - J 20 T T2 4 / 3 6 4 / 3 6 1 4 4 / 3 6 3 6 / 3 6 0 1 8 8 / 3 6 5. 2 8-6 A M B ( 2 ) (t) A 1 2 3 4 / 3 6 2 B 5 8 11 3 6 / 3 6 8 C 2 3 4 4 / 3 6 3 D 1 2 3 4 / 3 6 2 E 6 9 1 8 1 4 4 / 3 6 1 0 F 2 4 6 1 6 / 3 6 4 G 1 3 11 1 0 0 / 3 6 4 H 1 1 1 0 1 I 2 2 8 3 6 / 3 6 3 J 2 2 2 0 2 T T2 24 Z ( 8-11 ) [1]

148 (8-11) 24 0. 0 Z 1. 75 24 0. 96 8-14 8-14 8.6.3 ( m e rge node bias) 8. 6 8.6 ( G ) A 2 M 3 B 2 8 24? ( 8-8 ) ( 8-10 ) G t 7 2 6 76 / 36 8-6 G 4 4 7 G T S 1 G A - C - D - G - I - J

8 149 Z 2 T T 24 ( 8-11 ) Z 1. 12 24 0. 87 8-15 8-15 [ 1 ] 8.7 8 [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. 839-860.

150 1 0 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 6 1 5 1! 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

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. 12 8.8 ( ) ( C P M ) M i l e s t o n e ) P E RT,,

152 1. 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 4 0 4 5 1 1 B 3 0 3 9 6 6 C 4 0 4 4 0 0 D 6 4 1 0 11 5 1 E 3 4 7 1 5 1 2 8 F 5 4 9 9 4 0 G 4 1 0 1 4 1 5 11 1 H 6 9 1 5 1 5 9 0 I 2 1 5 1 7 1 7 1 5 0 C F H I TS = 0 17 2. ( H 1 6 ) 1 3 17 C

8 153 ( ) 14 F A F G 3. M c Wa ff l e 20 ( 8-8 ) ( 8-10 ) A 3 4 5 4 4 / 3 6 B 3 3 3 3 0 C 3 4 5 4 4 / 3 6 D 4 6 8 6 1 6 / 3 6 E 2 3 4 3 4 / 3 6 F 2 4 1 2 5 1 0 0 / 3 6 G 3 4 5 4 4 / 3 6 H 4 5 1 2 6 6 4 / 3 6 I 2 2 2 2 0 C - F - H - I 17 T2 4 / 36 1 00 / 36 6 4 / 36 0 1 68 / 36 4. 67 ( 8-11 ) 20 Z A 0. 5 0. 4177 0. 9177 20 92 1 2 3? 4 5 6

154 7 8 8.1 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

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. 12 2 7?( ) 8.4 4 - A 5 10 100 ( 3 ) B 5 10 100 ( 2 ) C 10 30 100 ( 2 ) D 10 15 100 ( 5 ) 5 A 85 000 10 70 000 a. 20? b. 33 20? 8.5 A 4 2 500 2 6 000 B 5 4 000 4 5 000 C 2 3 000 1 5 000 D 2 2 000 1 3 000 E 6 3 000 4 4 000 F 3 2 000 1 5 000 G 1 2 000 1 2 000

156 8.6 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. 100 000 1 100 000 4 B 2 50 000 1 C 3 150 000 2 O 4 N 2 O N 2 8.7 A 4 6 8 B 1 2 3 C A 4 4 4

8 157 ( ) D A 4 5 6 E B 7 10 16 F B 8 9 10 G C 2 2 2 H D E G 2 3 7 I F 1 3 11 a. b. c. 2? 8.8 A 3 6 15 B 2 5 14 C A 6 12 30 D A 2 5 8 E C 5 11 17 F D 3 6 15 G B 3 9 27 H E F 1 4 7 I G 4 19 28 J H I 1 1 1 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

158 a. b. 2 4? 8.10 A I C A 1 2 3 B A 3 3 3 C B 4 6 8 D A 2 8 8 E A 6 9 1 2 F D C 4 7 1 0 G D 1 0 1 0 1 6 H D E 4 5 6 I F G H 2 2 2 a. b. c. d. 25? 1 4 (1) (2) (3) (4) A 3 0 B C ( ) 60 ( ) 40

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 1 2 90 30 3 B?

160 5 0 1) 2) P E RT 50 4 6 ( ) 10 20 15 1. 3 4 7 2. ( ) 2 3 3. E M S 1 0 14 20 4. 4 5 8 5. 3 5 10 6. 2 3 5 2 3 5 4 7 1 ( ) 3 5 2 ( 3 ) 1 7 0. 2 5 0. 5 1. 0 0. 2 5 0. 5 0. 7 5 / 0. 3 0. 8 1. 0 0. 5 0. 7 5 1. 3

8 161 0. 8 1. 0 1. 2 0. 4 1. 0 1. 0 ( ) 1. 0 2. 0 2. 5 6 (1) P E RT (2) 46 5 3 6 7 7 4 ( ) (3)

9 1 2 3 4 5 6 5 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.

9 165 9.2 9-1 9-1 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. 76. 9.2.1 J i ffy Lube H.R. Block 9.2.2

166 9.2.3 9.3 9.3.1 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.

9 167 [ 1 ] 9.3.2 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. 11 7. [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.

( ) 9.4.1 1 ( ) 2? 3 9.4.2 168

9 169 9 9-1 9-1 1 1 2 2 3 3 4 5 6 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. 195-212. 1 75 6 (1) ( ) (2) ( 10 ) (3) ( ) ) (4) ( (5) ( ) (6) ( ) 2 3 (1) ( AT M ) (2) ( ) (3) ( ) 1

170 9.5 9.5.1 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. 36-43. [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. 76-83. [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,

9 171 9.6 [ 1 ] 23 9-2 6 9-2 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. 52-65.

172 (4) (5) (1) (2) (3) (4) (5) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 9-3 Benjamin Schneider, The Servie Organization: Climate Is Crucial, O rganizational Dynamics, Autumn 1980, p. 64.

9 173 ( ) 9-3 9.7 [ 1 ] 9-4 9-4 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 75 2. 5 3. ( 60 7 0 ) 15 15 4. [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. 164-174.

174 5. 5 6 6. 5 25 8 5 ( ) Banc One 9.8 10 ( ) ( AT M (1) (2)

9 175 (3) (4) (5) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) Judith MartinComplaint-Handling Requires a Deft SwitcherooAssociated Preass as Printed in Austin American Statesman November 1 1 9 9 2 P. E14 [ 1 ] [1] Bridgett Gagne Sandhya Shardanand Laura Urquidi James A. Fitzsimmons

176 1 9 8 4 1 0 10 ( ) 3 80 15 000 30 000 T

9 177 1 D o o r (1) (2) (3) /

178 1 ) ( 9-2 10 1 1 4 3 8 1 5 2 3 9 (T) 1 8 3 = 5 5 0. 0 90 0. 9 110 1.10 N T i R i (O T i ) (9-1) N T i i O T i i R i i ( 0. 90 90 ) N T i 1. 1 0 0. 0 5 0 0. 0 5 5 8 10 6 ( 9-2 )

9 179

180 S T i i A CT n ( ) 0. 294 10 0. 1 0. 327 ( ) 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. 82-88. [ 1 ] ( 9-3 )

9 181 6 6 1. 5 8 (1) (2) (3) (4) (5) (6) (7) (8) 9-3 9-3 # # 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

182 3 20 95 ( ) N Z P E P 50 0. 5 ( ) P P = 0. 2 ( 20 ) E = 0. 05 Z = 1. 96 ( 0. 95 A ) ( 9-4 ) N ( 1. 96 )2 ( 0. 2 )( 1 0. 2 ) N 2 46 ( 0. 05 ) 2 20 13 4. - (1) 9-5 - 15 4 8 9 72 48 (2) 9-6 48 15 9 ( 9-4 )

( 11 ) 9-5 : 9-6 1. 1 8 11 0 1 5 9 183 1 1 2 96 0 96 48 144 48 48 48 9 15 48 15 9 2 1 2 1 1 3 2 1 3 2 3 1 2 2 3

184 ( 9-1 ) N T i R i (O T i ) ( 1. 1 0 ) ( 1 8 ) 1 9. 8 ( 9-2 ) ( 1-0. 1 5 ) 60 / 23. 3 2. 5 2. 95 10 0. 5 ( 9-4 ) 38.4 38 12 1 9.1 80 95 9.2 14 10 9.3 Last Resort 8 90 a. b. 10 9.4 3 a. 85 b. 10 9.5 4 3 80 9 0 a. b. 15 9.6 Last Resort 60 95

9 185 a. b. 8 ( 10 ) 9.7 20 1 95 a. b. 15 9.8 10 15 40 ( ) 15 30 6 ( ) 5 [ 1 ] 18 M D 67 R N 145 LV N 196 368 794 ( R N ) 8 (1) (2) ( ) (3) ( 4 ) (5) (6) (7) (8) ( ) 15 1 2 1 0 4 0 5 3 5 1 0 14 2 98 (1) [1] James Va n c e James A. Fitzsimmons

186 (2) 1 13. 8 5 3. 1 2 12. 3 6 4. 5 3 11. 9 7 3. 1 4 39. 7 8 11. 6

1 0 1 2 3 S E RV Q U A L 4 P o k a - y o k e 5 6 7-8 9 1 0 AT M 5 AT M 8 : 30 AT 300 100 1 8 [ 1 ] [1] Daniel Pearl, More Firms Pledge Guaranteed Service, The Wall Street Journal, July 17, 1991, p.b1.

188 10.1 S E RV Q U A L P o k a - y a k e Malcolm Baldrige 10.2 10-1 10.2.1 1 0-1 [ 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.12-40.

10 189

190 10.2.2 Club Med 10-2 Club Med / Club Med 10-3 5 4 5 1 3 4 2 10-3 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

10 191 1 2 2 3 4 10.3 S E RV Q U A L 10.3.1 SERV Q U A L [ 1 ] 1 0-3 S E RV Q U A L ( ) 10-1 ( ) 22 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. 1 2-4 0.

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 (-) 7 7 1 34 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.38-40. 10-3 5 4 S E RV Q U A L

10 193 S E RV Q U A L S E RV Q U A L 10.3.2 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 ] 10.3.3 1. 2. 10-2 10-2 1 2 [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.

194 3 / ( / / ) 4 (Glasgow ) 5 6 7 8 LOC > 5 9 30 10 1 2 3 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 2 3 3. X 4.

10 195 5. 1 0-3 10-3 10.4 2 10.4.1 1.

196 2. 3. 4. 1 0-4 [ 1 ] 10-4 ( 68 2 ) F 3 10.4.2 [ 2 ] [1] Philip B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill Book Company, New York, 1979. [2] G. Taguchi and D. Clausing, Robust Quality, Harvard Business Review, January-February 1990, pp. 65-75.

10 197 1 0-4 S O P 10-4 10.4.3 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 10.4.4 (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., 1986. [2] J.R. Hauser and D. Clausing, The House of Quality, Harvard Business Review, May-June 1988, pp.63-73.

198 10.1 2 1 Q F D 2 10-5 Q F D 10-5 3 4 * = φ = 5 0 9 9 6 1 9

10 199 ( 9 ) ( 8 ) ( 7 ) ( 3 ) ( 6 ) ( 5 ) ( 4 ) ( 0 ) ( 2 ) ( 2 ) 1 2 7 7 1 8 5 9 4 10.5 10.5.1 80 90 500 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, 1 9 8 0.

200 50 8 0 1 1 00 10 000 10-5 10-5 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.16-20. 10.5.2 1. 1 0-6

10 201 2. 10-6 S AT 10-6 I I I 10-6 I ( ) I I ( ) 30 10-7 U C L L C L 4 4 99. 7 3 99. 7

202 10-7 X- 1976 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 7 1 2 3 V I X- P - 10.2 ( X- ) 1 0-7 4 5 3. 1 X- R R A 2 n 10-7 ( 1 0-1 ) (10-2) 10-7 4

10 203 X- R- (10-3) (10-4) R D 4 10-7 n D 3 10-7 n 10-7 4 U C L D 4 R = ( 2. 2 8 2 ) ( 3. 1 ) = 7. 1 L C L=D 3 R = ( 0 ) ( 3. 1 ) = 0 10-7 (n) R - X - A 2 D 3 D 4 2 1. 880 0 3. 267 3 1. 023 0 2. 174 4 0. 729 0 2. 282 5. 577 0 2. 114 6. 483 0 2. 004 7. 419. 076 1. 924 8. 373. 136 1. 864 9. 337. 184 1. 816 10. 308. 932 1. 777 12. 266. 283 1. 717 14. 235. 328 1. 672 16. 212. 363 1. 637 18. 194. 391 1. 608 20. 180. 415 1. 585 22. 167. 434 1. 566 24. 157. 451 1. 548 10.3 5 0. 05 ( 10-5 ) ( 10-6 ) p - 3 ( 1 0-5 )

204 ( 1 0-6 ) p n ( 10-5 ) ( 10-6 ) 100 p- L C L 0 1 0-8 p- 9 (UCL 10-8 p- [ 1 ] 3. 10-9 p- 1982 (LCL 11 12 10-9 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.78-91. 1983 1983

10 205 I s h i k a w a 10-10 10-10 D. Daryl Wy c k o ff, New Tools for Achieving Service Quality, The Cornell HRA Quarterly, November 1984, p.89 10-8 P a r e t o A n a l y s i s 19 80 20 80 / 2 80 20 80 20 10-8 90 4 1983 1 95 90

206 10-8 53. 3 53. 3 23. 1 23. 1 33. 3 33. 3 15. 0 68. 3 23. 1 46. 2 33. 3 66. 6 11. 3 19. 6 23. 1 69. 3 19. 0 85. 6 8. 7 88. 3 15. 4 84. 7 9. 5 95. 1 D. Daryl Wy c k o ff, New Tools for Achieving Service Quality, The Cornell HRA Quarterly, November 1984, p.89 10.6 10.6.1 G. M. H o s t a g e [ 1 ] M a r r i o t t 8 1 2 2 3 3 4 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. 98-106.

10 207 7 8 10.6.2 I T T 14 [ 1 ] Paul Revere 14 1 2 3 4 5 6 7 3 4 / 8 9 1 0 11 1 2 1 3 1 4 10.6.3 14 W 85 [ 2 ] 14 [1] Philip B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill Book Company, new York, 1979. [2] W. Edwards Deming, Quality, Productivity, and Competitive Position, MIT Center for Advanced Engineering Study, Cambridge, Mass., 1982.

208 1 2 3 4 5 6 7 8 9 1 0 11 1 2 1 3 1 4 13 10.6.4 [ 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. 54-62.

10 209 2 10 3 0 3 Manpower Inc., 4 B u rger Bug Killers,Inc., 10 3 0 5 10.6.5 Malcolm Baldrige 1987 8 2 0 Malcolm Baldrige Malcolm Baldrige 1981 1987 10-11 1996 / 1.0 90 1.1 45 1.2 25 1.3 20 2.0 75 2.1 20 2.2 15 2.3 40 3 0 55 3.1 35 3.2 20 4 0 140 4.1 20 4.2 45 4.3 50 4.4 25 5 0 140 1 0-11 Malcolm Baldrige

210 5.1 4 0 5.2 40 5.3 30 5.4 30 6 0 250 6.1 75 6.2 10 6.3 35 6.4 30 7 0 250 7.1 30 7.2 30 7.3 30 7.4 60 1 000 10-11 Malcolm Baldrige 10.6.6 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 9 0 0 4 I S O I S O 9000 (1) (2) (3) I S O 9000 I S O 10.7

10 211 1 0-9 10-9 4 96 60 95 10 2 0 5 / 10.8 10-12 1 0-1 2

212 10.9 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 1 5 2 3 4 4 5

10 213 Malcolm Baldrige 1 9 9 0 Memphis, TN 1 9 9 2 AT&T Jacksonville, FL 1 9 9 3 The Ritz-Carlton Hotel Company Atlanta, GA 1 9 9 4 AT & T Basking Ridge, NJ 1 9 9 5 GTE Directories Corporation Dallas/Ft. Worth Airport, TX 1. Resort International 14 5 9 A l i c e 5 11 1 2 1 3 1 0 B i l l 6 5 1 2 1 0 1 3 J a n i c e 1 4 1 3 1 0 9 9 M i k e 8 6 9 1 2 1 4 X 8. 2 5 8. 7 5 1 0. 7 5 11 11. 5 9 8 3 4 5 5

214 4 4 10-1 10-2 X- 10-3 10-4 R - 4 4 U C L L C L 2. M e m p h i s 20 1 17 1 6 1 8 1 9 1 6 1 5 2 0 1 7 1 8 1 6 p 10 1 10-5 10-6 7 p U C L = 1 LCL = 0 47 20 9 10.1 10. 1 Q F D = 5 10.2 10. 2 8 X 5. 2 6. 4 6. 2 5. 8 5. 7 6. 3 5. 6 10.3 4 1 2 3 Ann 1 2 0 9 0 1 5 0 L i n d a 1 3 0 11 0 1 4 0 M a r y 2 0 0 1 8 0 1 7 5 M i c h a e l 1 6 5 1 5 5 1 4 0

10 215 a. 4 X- R- b. 4 180 1 50 1 92 1 78 10.4 Diners Delight 6 4 1 2 3 4 1 2 0 0 1 5 0 1 7 5 9 0 2 1 2 0 8 5 1 0 5 7 5 3 8 3 9 3 1 3 0 1 5 0 4 6 8 1 5 0 1 4 5 1 7 5 5 11 0 9 0 7 5 1 0 5 6 11 5 6 5 11 5 1 2 5 a. 6 X R b. 6 180 1 25 11 0 98 1 56 190 10.5 10. 3 100 2 p 10.6 G o t h a m 1 000 1 1 4 2 1 8 3 1 4 4 1 2 5 1 6 6 8 7 1 9 8 1 2 9 1 4 1 0 7 11 1 0 1 2 1 8 a. p- b. 1 000 1 1 5 2 9 3 11

216 10.7 S p e e d w a y 1 0 0 1 8 11 4 2 3 1 2 6 3 1 1 3 5 4 0 1 4 1 0 5 4 1 5 2 6 2 1 6 1 7 9 1 7 0 8 6 1 8 6 9 3 1 9 3 1 0 1 2 0 2 a. p b. c. 100 10 10.8 Long Life 5 2 0 1 2 2 2 3 1 4 3 5 2 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

10 217 9 C S I 10-10 ( / ) (1) (2) (3) (4) (5) (6) 10-10 1 6 A 30 000 C 45 000 F 3 5 0 0 0 110 000 2 8 B (BE)95 000 H 55 000 150 000 3 9 B (BW)95 000 G 85 000 180 000 4 8 D 40 000 E 75 000 I 42 000 157 000 8. 5 30 2 1 5 C S I C S I 10-11 C S C S I [ 1 ] 1 0-11 A B E B W C D E F G H I 1 2 5 7 3 2 3 2 4 3 4 7 5 3 6 7 5 6 5 4 5 2 1 6 8 2 1 1 2 3 2 5 7 5 3 6 6 5 6 5 5 4 3 0 6 8 1 0 2 2 4 0 1 8 5 4 6 8 5 6 6 6 7 4 1 5 4 1 0 1 1 4 1 3 7 5 5 8 8 6 7 5 6 6 5 1 3 2 2 0 1 1 3 1 2 6 6 6 7 8 6 7 5 6 6 6 2 5 3 0 1 0 0 2 1 0 7 6 6 7 7 8 8 6 7 7 7 0 4 2 1 0 0 0 0 0 1 8 7 7 6 6 8 8 6 7 7 8 1 2 4 2 1 0 1 2 1 1 6 6 5 7 7 8 7 5 6 8 9 1 2 4 1 1 0 1 1 3 0 7 7 5 6 7 8 6 5 5 8 [1] 10 5 8

218 C S I 2 (1) (2) 10-12 10-11 10-12 1 2 3 4 1 0 1 3 3 4 3 0 2 2 0 0 2 1 1 1 0 1 3 1 0 2 1 2 2 1 2 4 0 0 1 2 3 1 0 2 5 1 1 3 1 2 1 0 2 6 1 0 1 2 2 1 0 1 7 0 1 1 1 1 3 0 1 8 0 0 2 2 1 2 1 1 9 0 0 2 1 2 2 0 2 (1) X 9 X C S I (2) (3) C S I Gail and Harvey Pearson Foliage Pond Vacationland, 1 9 8 6 1 0 1 3 1 2 3 P e a r s o n P e a r s o n D r. Elaine Loflin 10 11 4

10 219 7 4 15 10 7 3 0 7 5 0 ( ) 7 5 5 8 2 5 8 3 0 1 1 / 3 D r. William E. Loflin D r. William E. Loflin 1 2 3 Foliage Pond Vacationland, 1 9 8 6 11 1 5 D r. Loflin:

220 1 0 11 4 150 ( ) 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

11 1. 2. 3. 4. 5. [ 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.

222 N 1 990 1980 300 000 90 30 6 L 75 % 3 700 1 %

11 223 14 10 3 200 6 11.1 11.2 (1) (2)

224 (3) 11.3 11-1 (Hedrick Smith) 90 4 3 2 3 18 12 18 [ 1 ] 6 8 1 2 4 5 6 1988 6 000 11-1 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. 64-65.

11 225 6 8 [ 1 ] 50 11.4 [ 2 ] 11.4.1 [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. 113-123.

226 11.4.2 11.4.3 11.4.4

11 227 [ 1 ] 11.4.5 11.5 [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. 895-905.

228 [ 1 ] ( Yoram Borzel) 1 9 7 2 6 1 4 35 80 100 50 10 75 4 100 2 100 1 100 1. 60 2 800 1 800 0. 50 16 17 19 24 6 2 17 20 1. 29 35 20 9 2. 22 20 11.6 11-2 1) 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.

11 229 11.6.1 11-3 11-3 11.6.2 11-4 11-4 2. 42. 6 f (t) = e - t t 0 (11-1 ) t 11-4 e 2. 718 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. 1038.

230 F(t) =1 e - t t 0 ( 11-2 ) 11-2 t t 11-4 2. 4 1 2. 4 0. 4167 25 0. 4167 1-4 f(t) 0. 4 1 6 7 e 0. 4 1 6 7t t 0 ( 11-3 ) F(t) 1 e 0. 4 1 6 7t t 0 ( 11-4 ) 11-4 5 5 t F( 5 ) 1 e 0. 4 1 6 7 ( 5 ) = 1 0. 1 2 4 = 0.876 5 87. 6 % λ t t 1 n 0 1 2 e 2. 718 t t t n 11-4 t = 25 ( 11-5 ) ( 11-6 ) 0 1 2 = 0. 4167 2 5 0 n 11-6 1 1 2 0 1 6 2 4 0 123 11-5 11-5

11 231 2. 4 25 60 2. 11-6 11-7 11-8 11-7 11-6 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. 1 0 3 5. A 1 2 3 4 5 6 7 8 9 10 11 12 11-8 FAA Statistical Handbook of Civil Aviation, 1960.

232 6 13 11-9 11-9 11.6.3 11-10 a) b) c) 11-10 11-1 0 a

11 233 (1) (2) (3) (4) 11-1 0 b 1 2 3 4 5 11-1 0 c 11-11 11-11 11.6.4

234 ( F C F S ) S P T [ 1 ] 10 10 t r i a g e 11-12 (FCFS ) (SPT ) 11-12 11.6.5 11-1 3 [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.

11 235 11-4 11-13 c 11-1 a) b) c) 11-13 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. 1039. 11-1

236 11-1 4 11-14 11.7 17 (1) (2) (3)

11 237 (4) 5) 5 3 4 2 3 7 3 300 8 3 0 1 0 0 0 11 3 0 1 0 0 4 3 0 7 0 0 65 % 4 5 65 000 20 6 2 6 5 7 1959 13 ( ) (Russel Ackoff ) 1 800 15 2 30 D u m b o 14 75 1 1 / 4 (Peter Kolesar)

238 1 370 N. R. Kleinfield, Conquering Those Killer Queues, The New York Ti m e s, September 25, 1988, p. 1. 5 19 10 % 3 8 (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) 200 ( ) ( ) ( ) 6

11 239 20 % 5 ( ) [ 1 ] F 15 X 1 : 30 X F 1 : 2 5 F 1 : 4 0 1 : 00 11 : 00 1 : 00 X F 1 : 50 2 [1]

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 1 4 1 : 30 F X ( ) 1 9 8 9 1 5 4 : 22 1 : 30 ( ) ( )

11 241 (1) (2) X (3) F (4) X F X (5) X (6)

1 2 1. 2. 3. 4. 5. 6. A B C 7. 8. 12-1 12 12-1

12 243 12.1 ( ) ABC 12.2 12.2.1 12-2 ( ) 12-2 ( )

244 1996 (1) (2) ( ) (3) ( 5 95 ) 12.2.2 (LT )

12 245 12.2.3 LT ( ) 12-1 12-1 ( ) ( )

246 12.3 12-3 (Q*) 1 2 3 4 5 6 7 8 9 1 0 11 1 2 12-3 12.3.1 (EOQ ) ( ) 12-4 Q / D (Q/ D = / ) Q 1 00 D 1 200 Q* ( ) E O Q (T C P ) T C P = ( 1 2-1 ) ( 11-1 ) D H ( ) S ( ) Q D H ( )

12 247 12-4 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 ( 1 2-3 ) 12.1 E O Q ( R M P ) 800 (S K U) [ 1 ]

248 ( S K U 1341 ) 1 000 R M P 20 30 S K U I 341 6 30 S K U 1341 R M P S K U 1341 D 1 000 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 * = 100 600 30 12-2 Q ) (T C P ) 7 0 4 2 8. 5 7 2 1 0. 0 0 6 3 8. 5 7 8 0 3 7 5. 0 0 2 4 0. 0 0 6 1 5. 0 0 9 0 3 3 3. 3 3 2 7 0. 0 0 6 0 3. 3 3 1 0 0 3 0 0. 0 0 3 0 0. 0 0 6 0 0. 0 0 11 0 2 7 2. 7 3 3 3 0. 0 0 6 0 2. 7 3 1 2 0 2 5 0. 0 0 3 6 0. 0 0 6 1 0. 0 0 1 3 0 2 3 0. 7 7 3 9 0. 0 0 6 2 0. 7 7 12.3.2 E O Q ( 12-2 ) (T C qd ) = + + C T C q d C D S(D/Q) I(C Q/ 2 ) ( 1 2-4 )

I ( I C H) 12 249 12.2 S K U 1341 R M P R M 100 S K U 1341 ( ) 1 2 3 9 2 0. 0 0 2 4 0 5 9 9 1 9. 5 0 6 0 0 1 8. 7 5 R M P ( 12-4 ) I = 30 12-6 ( Q 240 ) 1. E O Q I C H ( 12-3 ) 1 8. 7 5 E O Q 6 00 /Q 2. E O Q 12-6 E O Q E O Q 19. 50 E O Q 1 01 240 5 99 19. 50 C 2 0 E O Q 100 20 1 2 3 9 E O Q ( ) E O Q 6 0 0 1 8. 7 5 1 0 3 2 4 0 5 9 9 1 9. 5 0 1 0 1 1 2 39 20. 00 100 ( E O Q ) 3. 2 E O Q ( 12-4 ) T C q d T C q d T C q d Q

250 12.3.3 T C q d (E O Q 100) 2 0 ( 1 0 0 0 ) 3 0 ( 1 0 0 0 ) / 1 0 0 0. 3 0 ( 2 0 ) ( 1 0 0 ) / 2 (C 2 0 ) 20 000 3 0 0 3 0 0 20 600 T C qd (Q 2 4 0 ) 1 9. 5 0 ( 1 0 0 0 ) 3 0 ( 1 0 0 0 ) / 2 4 0 0. 3 0 ( 1 9. 5 0 ) ( 2 4 0 ) / 2 ( C 1 9. 5 ) 19 500 1 2 5 7 0 2 20 327 T C qd (Q 6 0 0 ) 1 8. 7 5 ( 1 0 0 0 ) 3 0 ( 1 0 0 0 ) / 6 0 0 0. 3 0 ( 1 8. 7 5 ) ( 6 0 0 ) / 2 (C 1 8. 7 5 ) 18 750 5 0 1 6 8 7. 5 20 478.5 240 ( E D I ) 1) 2) Q K 12-7 (T C b ) ( T C b ) = + + ( 1 2-5 ) 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

12 251 [ 1 ] ( 12-5 ) Q K (12-6) ( 1 2-7 ) 12-7 12-3 Q* K* B ( 0 ) ( 12-6 ) ( 12-7 12-3 ( 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.

252 12.3 50 ( 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 29 12.4 E O Q 99 95 (R O P) (S S) (d L ) R O P =S S+d L ( 1 2-8 ) d L ( LT ) ( 1 2-9 ) L LT ( 1 2-1 0 ) Z r r S S Z r LT ( 1 2-11 ) 1 2-8 3 1. 5 4 r

12 253 4 12-8 12.4 ( R M P ) S K U 1341 ( ) R M P 3 1. 5 4 S K U 1341 95 ( 12-9 ) ( 12-10 ) R M P A Z= 1. 645 9 ( 12-11 ) ( 12-8 ) R M P R O P S S d L 5 1 2 1 7 12.5 (1) (2) (Q r) (1) (2) 12.5.1 1 2-9 R O P R O P E O Q S S

254 E O Q S K U LT d L 12-9 (Q r) 12.5.2 1 2-10 R P T I L E O Q E O Q (R P LT) (LT) ( 1 2-1 2 )

12 255 ( 1 2-1 3 ) ( 1 2-1 4 ) Q 1 LT LT 1 1 2. 5 12-10 12. 4 S K U 1341 ( ) 3 (σ 1. 5 12. 1 E O Q 1 00 4 S K U 1341 95 ( 12-12 ) R P= 100 / 3 = 33 ( ) ( 12-14 ( 12-13 ) 126 12.5.3 A B C S K U ( ) 10 80-20 P a r e t o 12-11 A B C S K U A 20 80 C 50 5 B 30 15 A B C

256 12-4 A B C ( ) S K U 2 0 74 A 50 10 C B 1 2-11 A B C 12-4 ( ) ( ) A 3 000 5 0 150 000 7 4 2 0 2 500 3 0 75 000 B 4 0 0 6 0 24 000 1 6 3 0 1 000 1 5 15 000 2 0 0 5 0 10 000 1 5 0 6 0 9 000 C 2 0 0 4 0 8 000 1 0 5 0 5 0 1 0 0 5 000 5 1 000 5 000 C D 2 0 2 0 0 4 000 305 000 1 0 0 1 0 0 12.6 ( )

12 257 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 ) 2 1 0. 028 0. 000 3 2 0. 055 0. 028 4 3 0. 083 0. 083 5 4 0. 111 0. 166 6 5 0. 139 0. 277 7 6 0. 167 0. 416 8 5 0. 139 0. 583 9 4 0. 111 0. 722 10 3 0. 083 0. 838 11 2 0. 055 0. 916 12 1 0. 028 0. 971 12.6.1 ( Q 6 1 0 ) D 2 Q 6 ( ) 2 ( 1 0 ) 2 0 ( 6 2 ) ( 2 ) 8 2 8 6 ( 4 ) 2 4 4 6 1 0 Q Q 6 P ( D ) Q 6 (Q 6 ) 0. 028 4 + 0. 055 1 2 + 0. 083 2 0 + + 0. 055 3 6 + 0. 028 3 6 3 1. 54 Q 9 35. 99

258 p ( D ) D Q 6 7 8 9 10 0. 028 2 4 2 0 2 4 0. 055 3 12 10 8 6 4 0. 083 4 20 18 16 14 12 0. 111 5 28 26 24 22 20 0. 139 6 36 34 32 30 28 0. 167 7 36 42 40 38 36 0. 139 8 36 42 48 46 44 0. 111 9 36 42 48 54 52 0. 083 10 36 42 48 54 60 0. 055 11 36 42 48 54 60 0. 028 12 36 42 48 54 60 31. 543 4. 433 5. 773 5. 993 5. 33 12.6.2 (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 ( 1 2-1 5 ) C u ( ) C 0 ( ) D Q ( 12-15 ) P(D Q) 6 /( 6 + 2 ) 0. 75 Q 9 12-12 2 8 0. 72 ( C 0 ) ( C u ) 12-12

12 259 6 Q Q 9 Q 1 0 0. 66 12.7 S D P ( ) Y ( 2 ) N ( ) ( ) = S D D ( P N Y ) ( 1 2-1 6 ) 12.6 40 29. 95 1 10 25 P 0. 40 S 2 9. 95 1 10 Y 1 0 / 2 5, N 2 5 / 10 2. 5 ( 12-16 ) 4.99 4. 99 (S D) 29. 95 4. 99 2 5. 00 4. 99 4. 9 40 2. 00 2 2. 5 ( ) 2. 5 ( 2. 00 ) 5. 00 5 5 ( 5. 00 ) 2 5. 00 29. 95 4. 99 5 29. 95 / 1. 4 = 21. 39 19. 95

260 12.8 16 (E O Q) (E D I) (P O S) (1) ( ) (2) (3) (4) (5) E O Q (6) (7) ( ) 100 000

12 261 10 000 McDonald & Company Securities Gurudutt M. Baliga Genuine Parts Company G e n u i n e 6 000 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) 1 6 3 ( 10 ) 20 0. 25 94 Q r (1) ( 12-3 ) Q D 1 6 3 6 5 5 8 4 0 / S 1 0 H I C 0. 2 0 0. 2 5 0. 0 5 (2) ( 12-9 ) ( 12-10 ) LT d L ( LT ) 1 6 7 11 2 (3) ( 12-11 ) A 0. 06 Z (4) R O P S S+ d L 1 3 + 11 2 1 2 5

262 2. C 94 (1) 1 E O Q ( 12-12 ) R P E O Q/ 1 500 / 16 9 3. 75 ( 3 ) (2) ( 12-14 ) (3) ( 12-13 ) 3. T I L S S+ (R P+LT) 4 7 + 1 6 ( 9 4 + 7 ) 1 6 6 3 1. 50 2. 50 6 ( ) 2 3 4 5 6 0. 1 0. 2 0. 2 0. 3 0. 2 (1) P ( D < Q ) Q 2 3 4 5 6 P ( P < Q ) 0 0. 1 0. 3 0. 5 0. 8 (2) C u 2. 50 (3) C 0 1. 50 (4) ( 12-15 ) P ( D < Q ) C u /( C u C 0 ) 2. 5 / ( 2. 5 1. 5 ) 0. 6 2 5 5 12.1 ( Te d ) 10 000 200 2 0. 40 10 a. E O Q b. c. 12.2 Deep Six Seafood 360 Deep Six 48 0. 02

12 263 0 0. 0 5 1 0. 1 0 2 0. 2 0 3 0. 3 0 4 0. 2 0 5 0. 1 0 6 0. 0 5 a. Deep Six E O Q b. Deep Six 360 0. 5 Deep Six c. Deep Six 2 12.3 Dutch ( 360 ) D u t c h 1080 D u t c h 6 10 98 1 ( ) a. D u t c h E O Q 0 0. 0 2 1 0. 0 8 2 0. 2 0 3 0. 4 0 4 0. 2 0 5 0. 0 8 6 0. 0 2 b. Dutch c. D u t c h 500 1 D u t c h 12.4 Macho Heavy ( 200 ) 600 M a c h o 3 4 M a c h o 1 ( ) 0 0. 0 3 1 0. 1 2 2 0. 2 0 3 0. 3 0 4 0. 2 0 5 0. 1 2 6 0. 0 3 a. Macho Heavy E O Q b. 200 0. 25 c. M a c h o 85

264 12.5 Books-to-Go 39. 95 30 3 50 a. 12. 95 15 b. 12.6 Spanish Interiors Spanish Interiors 30 2 2 Sunburst 0. 70 Saguaro cactus 1. 0 5 12.7 20 4 1 2 60 4 25 4 a. E O Q b. 100 10 c. 90 12.8 5 2 10 10 1 5 Q< 10 14 Q< 50 12 Q 5 0 a. 360 b. 2 95 12.9 River City River 200 000 30 12 / a. River City 10 000 b. E O Q 10 River City ( 220 000 ) c. 13 000 River City 10 200 000 12.10 Fair Deal 600 20 12 20 5 30 7 0 ( 30 3 1 7 0 1 / 41 = 0. 0244 ) a. E O Q b. c. d. 80 19 E O Q

12 265 12. 11 ( S u p e r m a r t ) $ 1. 40 2. 90 1. 0 ( ) 8 0. 1 5 9 0. 1 5 1 0 0. 3 0 11 0. 3 0 1 2 0. 1 0 a. b. c. b 12.12 X Y Z 12 000 25 0. 50 / 5 a. E O Q b. c. d. ( 250 ) e. 12.13 A & M 40 / 60 / 15 20 a. E O Q b. 45 / c. b 3 0 0 d. e. 6 12.14 J & B 9 9 7 500 120 1. 5 J & B 3 / a. J & B 7 ( ) b. J & B 7 1 12.15 G i l b e r t 80 125 G i l b e r t 5 0 0 0. 3 0 1 0. 3 5 2 0. 2 0 3 0. 1 0 4 0. 0 5

266 12.16 Four Corners 500 000 2000 3. 0 a. 250 b. 2 000 500 99 c. 50 000 0. 01 Four Corners a 12.17 200 10 / 5 1 20 a. E O Q b. 5 100 5 c. d. 400 1 12.18 Leep year L e e p y e a r 1 / 10 2 9 a. b. 1000 1 95 H R 14 [ 1 ] ( E C ) 400 8 2 E C 12-5 12-5 ( ) A 1 8, 2 1, 2 3 3 9 9. 9 5 B 1 8, 2 1, 2 3 1 0 1 2 4. 9 5 C 1 8, 2 1, 2 3, 2 4. 5 1 0 1 6 9. 9 5 D 2 1, 2 3, 2 4. 5 1 0 2 1 9. 9 5 E 2 1, 2 3, 2 4. 5 1 0 1 5 3 4 9. 9 5 E C 4 [1] Prepared by James H. Vance under the supervision of Professor James A. Fitzsimmons.

12 267 E C 65 60 ( 6 ) E C E C 12-6 E C E C 25 E C 15 0. 75 12-6 A B C D E 1 0 3 5 2 0 1 0 2 2 8 1 0 3 1 2 4 3 4 1 5 2 1 1 2 2 5 4 4 4 3 5 4 0 2 1 3 1 0 3 5 3 4 3 6 5 3 7 3 1 5 1 6 3 2 7 4 1 1 8 2 9 1 7 2 1 3 2 6 11 1 3 7 8 1 1 0 1 6 9 1 3 7 9 1 9 11 7 1 2 9 1 0 1 8 1 0 7 2 2 8 11 2 1 5 1 9 1 2 3 5 1 1 2 3 3 0 3 3 1 9 4 8 9 2 6 2 1 6 2 9 7 1 5 8 2 3 7 2 0 E C ( ) E C 9 5

1 3 1. 2. 3. 4. 5. 17 ( ) 4 (People Express) (Donald Burr) 1986 [ 1 ] 7 8 13.1 [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.

13 269 13.2 1 3-1 13-1 13.2.1 ( E. J. R i s i n g ) ( R. B a r o n ) ( B. Av e r i l l ) [ 1 ] 13-2 13-1 [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. 1030-1947.

270 (1) 1 3. 4 (2) 5. 1 (3) 5 (4) (5) 13-1 2 84 89 124 129 114 13-2 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. 1035. 13.2.2 (1) (2) 6 (3) (4) N a u t i y a l [ 1 ] C h o w d h a r y 13-2 13-2 ( ) 1 1 0 15 14 6. 00 2 3 9 15 19 2 3 2. 5 0 3 3 15 9 1 1 2 43 0. 50 4 7 8 [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.95-107.

13 271 1 3-3 78 13-3 2. 50 ( ) ( ) 1 5 891 14 727 5 000 30 000 2 8 978 22 445 8 500 21 250 3 6 129 15 322 15 500 7 750 4 4 979 12 447 25 977 64 941 29 000 59 000 3 ( ) ( ) 13.2.3 13-3 8 5 5 11 11 8 13-3 Sprint PLUS 1% 20% 30% 20% 30%

272 13.2.4 ( ) 13.2.5 ( ) ( ) 13.1 Surfside S u r f s i d e 13-4 40 13-4 0 ( 0. 07 ) 1 ( 0. 19 ) 2 ( 0. 22 ) 8 ( 0. 02 ) 9 ( 0. 01 ) 3. 04 3. 04 4 0 121. 60 S u r f s i d e

13 273, ( ) 100 13-4 Surfside /d /P(d) /P(d<x) 0 0. 0 7 0. 0 0 1 0. 1 9 0. 0 7 2 0. 2 2 0. 2 6 3 0. 1 6 0. 4 8 4 0. 1 2 0. 6 4 5 0. 1 0 0. 7 6 6 0. 0 7 0. 8 6 7 0. 0 4 0. 9 3 8 0. 0 2 0. 9 7 9 0. 0 1 0. 9 9 1 3-5 ( 4 4 ) 100 100 40 13-5 0 1 2 3 4 5 6 7 8 9 0 0. 0 7 0 1 0 0 2 0 0 3 0 0 4 0 0 5 0 0 6 0 0 7 0 0 8 0 0 9 0 0 1 0. 1 9 4 0 0 1 0 0 2 0 0 3 0 0 4 0 0 5 0 0 6 0 0 7 0 0 8 0 0 2 0. 2 2 8 0 4 0 0 1 0 0 2 0 0 3 0 0 4 0 0 5 0 0 6 0 0 7 0 0 3 0. 1 6 1 2 0 8 0 4 0 0 1 0 0 2 0 0 3 0 0 4 0 0 5 0 0 6 0 0 4 0. 1 2 1 6 0 1 2 0 8 0 4 0 0 1 0 0 2 0 0 3 0 0 4 0 0 5 0 0 5 0. 1 0 2 0 0 1 6 0 1 2 0 8 0 4 0 0 1 0 0 2 0 0 3 0 0 4 0 0 6 0. 0 7 2 4 0 2 0 0 1 6 0 1 2 0 8 0 4 0 0 1 0 0 2 0 0 3 0 0 7 0. 0 4 2 8 0 2 4 0 2 0 0 1 6 0 1 2 0 8 0 4 0 0 1 0 0 2 0 0 8 0. 0 2 3 2 0 2 8 0 2 4 0 2 0 0 1 6 0 1 2 0 8 0 4 0 0 1 0 0 9 0. 0 1 3 6 0 3 2 0 2 8 0 2 4 0 2 0 0 1 6 0 1 2 0 8 0 4 0 0 ( ) 121. 60 91. 40 87. 80 115. 00 164. 60 231. 00 311. 40 401. 60 497. 40 560. 00 2

274 5 0. 07 ( 200 ) 0. 19 ( 100 ) 0. 22 ( 0 ) 0. 16 ( 40 ) 0. 12 ( 80 ) 0. 10 ( 120 ) 0. 07 ( 160 ) 0. 04 ( 200 ) 0. 02 ( 240 ) 0. 01 ( 280 ) 8 7. 80 1 3-5 2 33. 80 121. 60 2 87. 80 12 C u 40 ( ) C o 100 d x 2 8. 6 13-4 2 P ( d < x ) 0. 2 6 13.3 ( 1 3-1 ) 13-4 24 ( 2500 ) 10 3 0 ( 20 ) 5 3 0 125 : 1 13-4 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.

13 275 13.3.1 1 15 1. 13-4 55 2. 89 10 [ 1 ] 13-5 13-5 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.626. 3. 13-5 ( 9 1 2 6 ) n R i i W i i [1] 17 M / M / c

276 ( 1 3-2 ) 1 3-6 ( 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.622. 4. 24 7 13.3.2 24 5 7 5 2 5 x i i i ( x 1

13 277 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 ) 13.2 7 24 3 8 5 2 ( 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 7 1 1 13-6 x 1 1 x 2 1 x 3 1 x 4 1 x 5 1 x 6 1 x 7 2 8 13-6 13-6 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 6 6 5 6 5 5 7 3 6 5 6 5 5 5 3 0 0 0 0 0 2

278 13.3.3 ( ) ( ) 13.3.4 B e n i h a n a 8 13.3.5 13.3.6 ( ) ( 13.3.7

13 279 13.3.8 [ 1 ] 13-7 1. 13-7 12 3 5 5 2. 13-7 13-7 1 3-8 3. 13-8 ( ) 13-7 1 2 3 3 4 5 13-8 13-7 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.109-120.

280 13.4 [ 1 ] ) ( ( ) ( ) ( ) (1) ( ) (2) 13-9 30 20 20 20 20 30 30 20 (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) ( ) 13-10 ( 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.348-363.

13 281 ) ( 2 ) 13-10 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 14 4 9 6 B l a c k j a c k 737 13-11 95 60 15 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.

282 x d C u ( ) ( 69 4 9 2 0 ) C o 1 C o = ( ) C o 4 9 - ( 6 9 4 9 ) C o p 90 C o ( 0. 9 ) ( 4 9 ) ( 1 0. 9 ) ( 6 9 4 0 ) 4 2. 10 1 3-11 737 13-12 P(d x) 2 0 /( 20 4 2. 10 ) 0. 32 A 0. 32 z 0. 47 z 6 0 + ( 0. 4 7 ) ( 1 5 ) 5 3 ( 1 3-3 ) x d F D

13 283 P [ 1 ] ( ) 1. [ 2 ] 13-12 Blackjack ( H I R O ) 500 000 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, 1994. [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.

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.

13 285 1 9 8 7 ( ) ( ) 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 ( ) 1 988 D I N A M O 25 1 966 ( S A B R E ) 1 9 7 7 1 9 7 9 S A B R E S A B R E 1968 1976 R I PA C S ( ) 1987 1 9 7 7 [1] S A B R E A M R

286 1 9 8 2 1 9 7 9 D a l l a s / F o r t Wo r t h 40 50 000 3 14 A M R ( ) ( ) 8. 9 2 Barry C.Smith, John F. leimkuhler, and Ross M.Darroew, "Yield Management at American Airlines," Interface, Vol.22, No. 1, January-February 1992, pp. 8-31. 1. 69 119 0 1 2 3 4 3 2 1 69 119 6 9 5 0 0 1 2 3 0 0. 4 0 5 0 1 0 0 1 5 0 1 0. 3 6 9 0 5 0 1 0 0 2 0. 2 1 3 8 6 9 0 5 0 3 0. 1 2 0 7 1 3 8 6 9 0 6 9. 0 0 4 7. 6 0 6 1. 9 0 1 0 0. 0 0 ( 0 ) ( 0. 4 ) ( 6 9 ) ( 0. 3 ) ( 1 3 8 ) ( 0. 2 ) ( 2 0 7 ) ( 0. 1 ) 6 9 1 69. 00

13 287 4 7. 6 0 2 1. 4 0 2. 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 7 6 5 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 4 8 1 0 1 0 7 6 5 4 8 8 7 7 6 5 0 0 2 3 0 0 0 3. 159 ( ) 299 20 50 10

288 ( 1 3-3 ) 0.58 A 0. 58 z 0. 319 z 5 0 + ( 0. 319 )( 10 ) 5 3 13.1 5 1 5 0 3 0 4 0 3 5 4 0 a. b. c. 13.2 13. 1 ( S u r f s i d e ) 100 100 S u r f s i d e 13.3 ( 6 7 ) 20 0 1 2 3 4 6 5 4 3 2 C u 2 0 C o 13.4 Crazy Joe G u a d a l u p e 10 15 30 Crazy Joe 20 10 11 12 13 14 15 16 17 18 19 20 1 1 2 2 2 3 3 2 2 1 1 J o e 13.5 S t a p l e t o n Steamboat Springs 6 7 0 1 2 3 4 3 0 2 5 2 0 1 5 1 0 150 100 30 2 80 5

13 289 13.6 13. 2 ( ) 3 6 5 6 6 6 5 Excel Solver 8 13.7 6 4 4 4 5 5 6 Excel Solver 13.8 13. 3 ( B l a c k j a c k ) B l a c k j a c k 75 15 80 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 60 30 ( ) ( ) ( ) 3 0 2 0 8 0 5 0 1 5 4 0 3 0 6 0 3 0 1 0 14 2 40 25 a. b. 10 Gary Miller5 M i l l e r M i l l e r 3 6 ( ) 9 2 4 6 7 7 M i l l e r

290 1 3-1 3 4 7 13-13 ( 7 2 ) ( 2 7 ) ( 7 ) 6 2 4 6 30 10 90 3 ( ) 13-8 7 M i l l e r 9 M i l l e r

13 291 13-8 1 7 5 1 3 3 1 2 0 8 5 2 0 0 1 9 5 1 2 2 11 5 1 5 6 11 3 111 1 0 0 2 2 3 2 1 0 2 3 6 2 2 5 1 4 2 1 2 7 1 0 3 9 8 1 4 9 1 2 0 1 8 2 1 7 1 1 3 6 7 7 1 5 9 1 3 7 1 8 2 1 8 6 1 4 3 1 0 3 1 7 2 1 5 2 11 8 9 9 2 1 5 2 3 0 2 0 6 1 9 7 1 4 7 1 5 0 1 7 0 1 5 6 1 6 9 111 11 2 8 9 9 2 9 5 147 163 259 298 10 [ 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 ( 13-14 ) ( 13-15 AT C (1) 8 ( ) ( ) 16 (2) 5 [1] James H. Va n c e James A. Fitzsimmons

292 13-14 13-15 (3) (4) FA A G I A 16 (1) FA A a. ( 8 ) b. 3 c. 13-14 13-15 (2) a b AT C (3) 4 (4)

13 293 [ 1 ] 1992 11 1 0 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.

294 11 5 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 25 50 6 J o n 150 727 12 138 J o n 2 3 25 [1] B a r b a r a A m s t e r

13 295 A A A A A A J o n J o n S A B R E 300 J o n J o n

1 0 ( D E A )

1 4 1. 2. 3. 4. 5 14-1 10 ( ) ( ) 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.

14 299 2 0 9 0 (Sleep Inn) [ 1 ] 14.1 ( j u s t - i n - time, JIT) (Florida Power and Light) ( D E A ) [ 2 ] 14.2 1 4-1 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. 1526.

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. ( ) 14.2.1 ( ) 14.2.2

14 301 ( ) ( ) 14.2.3 ( S A S ) Jan Carlzon [ 1 ] ( T Q M ) ( ) 14.2.4 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., 1987. [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. 284-295.

302 7 0 14.3.1 14-2 14-2 11

( ) ( ) 14.3.2 ( C D s ) ( ) ( ) 14 303

304 ( ) ( ) We n d y s The Limited 14.3.3 1 4-3 14-3 ( )

14 305 ( ) 14.4 [ 1 ] 1985 ( F P L ) John Hudiburg 1990 14.4.1 1. 2. 3. 1) 2) 3) 4) 14-2 ( P D C A ) P D C A 4. 14-2 [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. 45-53.

306 14.4.2 (3) 1. (1) (2) ( 1 ) (2) 2. P D C A (1) (2) (3) (4) (5) (6) (7) 3. 50 14.5 15 ( ) ( ( D E A ) ( J I T ) : (1) (2) (3)

14 307 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 2 1 2 771 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 100 30 1 000 24 36 Tu l l y Tr u l l y 20 30 Wendell Yo u n g

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 3 14-14-3 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 1 4-4 Mega Bytes 14-4 1 ( ) 2 [1] M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Progress, vol. 24, no. 10, October 1991, pp. 81-88.

14 309 3 1 ( ) 2 3 4 5 6 7 2 7 1-2 2 7 3 1 2 3 4 1 2 1 2 1 2 M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Pro g re s s, vol. 24, no. 10, October 1991, p. 82. 1 Mega Bytes

310 2 ( 14-4 ) Mega Bytes ( 14-5 ) 14-4 1 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 1 14-5 M. Gaudard, R. Coates, and L. Freeman, Accelerating Improvement, Quality Progress, vol. 24, no. 10, October 1991, p. 83.

14 311 3 - ( 14-6 ) ( ) - 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, p84. 4 1 5 4 1 14-7 6 7 Mega Bytes SSM

312 14-7 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) - 1 4-6 (3) S S M

14 313 ( 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. 429-444.

314 e (u j v i ) 100 1. 0 (3) ( 1 4-1 ) ( 1 4-2 ) 1. 0 ( 1 4-1 ) 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 ( 1 4-5 ) K N M D E A 14.1 Burger Palace K 2( N M 1 4-6 ) 6 D E A 14-5 100 14-8 S 1 S 3 S 6 100 ( S 2 50 S 3 ) D E A ( 14-3 ) ( 14-4 ) ( 14-5 ) S 1 m a xe(s 1 ) u 1 1 0 0 u 1 1 0 0 1 2 2 2 0 0 0

S 3 S 4 14 315 u 1 100 14 2 150 0 u 1 100 1 4 2 100 0 u 1 1 0 0 1 6 2 1 0 0 0 u 1 1 0 0 1 8 2 80 0 u 1 1 0 0 1 1 0 2 5 0 0 12 2 2 0 0 1 u 1, 1, 2 0 ( S 1 ) 1 6 100 6 Excel Solver 7.0 5 100 14-5 14-5 Burger Palace ( ) 1 1 0 0 2 2 0 0 2 1 0 0 4 1 5 0 3 1 0 0 4 1 0 0 4 1 0 0 6 1 0 0 5 1 0 0 8 8 0 6 1 0 0 1 0 5 0 S 1 S 2 S 5 S 6 14-8 Burger Palace Linear Programming Excel Add-in B u rger Palace 1 14-9 [ 1 ] 14-6 14-7 [1] Paul A. Jensen, Operations Research Add-ins for Microsoft Excel, Operations Research Group, Dept. of Mechanical Engineering, University of Texas at Austin, 1996.

316 1 ( U n i t 1 ) ( L P ) 3 0 7 0 0 3 1 9 9999 0 100 2 0 100 3 0 4 0 5 0 1 0 0 1 2 3 4 5 6 7 6 14-9 Burger Palace 1 D E A E x c e l 14-6 Burger Palace DEA L P 1 1 1 U 1 + 1. 0000000 0 6 S 3 0 0 2 V 1 + 0. 16666667 0 7 S 4 + 33. 333336 0 3 V 2 + 0. 00333333 0 8 S 5 + 60. 000000 0 4 S 1 0 1. 0000000 9 S 6 + 83. 333336 0 5 S 2 + 16. 666670 0 10 A 7 0 + 100. 00000 = 100 = 4 2 1 1 U 1 + 0. 85714287 0 6 S 3 0 + 0. 71428573 2 V 1 + 0. 14285715 0 7 S 4 + 28. 571430 0 3 V 2 + 0. 00285714 0 8 S 5 + 51. 428574 0 4 S 1 0 0. 28571430 9 S 6 + 71. 428574 0 5 S 2 + 14. 285717 0 10 A 7 0 + 85. 714287 = 85.71429 = 4 3 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 1 1 1 U 1 + 1. 0000000 0 6 S 3 0 + 1. 0000000 2 V 1 + 0. 06250000 0 7 S 4 + 12. 500000 0 3 V 2 + 0. 00750000 0 8 S 5 + 10. 000001 0 4 S 1 + 62. 500000 0 9 S 6 0 0 5 S 2 + 37. 500008 0 10 A 7 0 + 100. 00000 = 100 = 3 0 1 0 1 2 3 u 1 v 1 v 2 0 0 0 100 0 0 0 0 0 99999 99999 99999 0 0 0 0 0 0 0 1 0 0 1 0 0 1 0 0 1 0 0 0 2 2 0 0 4 4 6 8 1 0 2 1 5 0 1 0 0 1 0 0 8 0 5 0 2 0 0

14 317 4 1 1 U 1 +0.888 888 90 0 6 S 3 0 + 0. 7 7 7 7 7 7 7 9 2 V 1 +0.055 555 56 0 7 S 4 + 11. 11111 2 0 3 V 2 +0.006 666 67 0 8 S 5 + 8. 8 8 8 8 8 9 3 0 4 S 1 +55.555 553 0 9 S 6 0 + 0. 2 2 2 2 2 2 2 4 5 S 2 +33.333 340 0 1 0 A 7 0 + 8 8. 8 8 8 8 8 5 = 88.88889 = 3 5 1 1 U 1 + 0. 9 0 9 0 9 0 8 8 0 6 S 3 0 + 0. 4 5 4 5 4 5 4 7 2 V 1 + 0. 0 5 6 8 1 8 1 8 0 7 S 4 + 11. 3 6 3 6 3 7 0 3 V 2 + 0. 0 0 6 8 1 8 1 8 0 8 S 5 + 9. 0 9 0 9 1 0 0 0 4 S 1 + 5 6. 8 1 8 1 8 0 0 9 S 6 0 + 0. 5 4 5 4 5 4 5 0 5 S 2 + 3 4. 0 9 0 9 1 6 0 1 0 A 7 0 + 9 0. 9 0 9 0 8 8 = 90.90909 = 4 6 1 1 U 1 + 1. 0 0 0 0 0 0 0 0 6 S 3 0 0 2 V 1 + 0. 0 6 2 5 0 0 0 0 0 7 S 4 + 1 2. 5 0 0 0 0 0 0 3 V 2 + 0. 0 0 7 5 0 0 0 0 0 8 S 5 + 1 0. 0 0 0 0 0 1 0 4 S 1 + 6 2. 5 0 0 0 0 0 0 9 S 6 0 + 1. 0 0 0 0 0 0 0 5 S 2 + 3 7. 5 0 0 0 0 8 0 1 0 A 7 0 + 1 0 0. 0 0 0 0 0 = 100 = 4 14-7 D E A 14-8 S 2 S 4 S 5 14-7 14-8 S 4 S 3 S 6 S 4 S 4 14-7 (. 7778 S 3. 2222 S 6 ) S 4 ( 14-6 4 S 3 S 6 ) v 1 v 2 S 4 0. 0555 S 4 0. 111 2 ( 2 0. 0555 = 0. 111 ) S 4 S 3 16. 57 ( 0. 0111 / 0. 0067 = 16. 57 ) S 4 S 3 S 6

318 14-7 DEA ( E ) ( v 1 ) ( v 2 ) S 1 1. 0 0 0 0. 1 6 6 7 0. 0 0 3 3 S 2 0. 8 5 7 S 1 ( 0. 2 8 5 7 ) 0. 1 4 2 8 0. 0 0 2 8 S 3 ( 0. 7 1 4 3 ) S 3 1. 0 0 0 0. 0 6 2 5 0. 0 0 7 5 S 4 0. 8 8 9 S 3 ( 0. 7 7 7 8 ) 0. 0 5 5 5 0. 0 0 6 7 S 6 ( 0. 2 2 2 2 ) S 5 0. 9 0 1 S 3 ( 0. 4 5 4 5 ) 0. 0 5 6 8 0. 0 0 6 8 S 6 ( 0. 5 4 5 4 ) S 6 1. 0 0 0 0. 0 6 2 5 0. 0 0 7 5 1 4-8 C C S 3 S 6 14-8 C S 4 C S 4 0. 7 11. 1 14-8 S 4 S 3 S 6 C S 4 ( 0. 7 7 7 8 ) 100 +(0.2222) 1 0 0 = 1 0 0 1 0 0 0 ( 0. 7 7 7 8 ) 4 +(0.2222) 1 0 = 5. 3 6 0. 7 ( ) ( 0. 7778 ) 1 00 + ( 0. 2222 ) 5 0 = 88. 9 100 11. 1 D E A ( ) 4 ) D E A D E A 14-10 ( ) ( ) ( ) 14-10 DEA ( ) 14.1 B u rger Palace S 2

14 319 14.2 B u rger Palace S 5 14.3 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 4-9 14-9 1 7 0 0 3 0 0 4 0 5 0 0 2 3 0 0 6 0 0 5 0 5 0 0 3 2 0 0 7 0 0 5 0 4 0 0 4 4 0 0 6 0 0 5 0 5 0 0 5 5 0 0 4 0 0 4 0 4 0 0 6 5 0 0 5 0 0 5 0 5 0 0 7 8 0 0 5 0 0 4 0 6 0 0 8 3 0 0 2 0 0 3 0 4 0 0 (1) D E A (2) (3) (4) D E A

1. 2. 3. 4. 1991 7 D a y s [ 1 ] 1984 Cecil B. Day 1 970 D a y 24 9 0 22 D a y s 1984 6 1 0 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.

15 321 4 15.2 15-1 15.2.1 Fred Smith Chez Panisse A u t o i n e s M a y o U S A A 15-1 15.2.2 ( )

322 Q u i n t a La Quinta 1980 8 La Quinta 80 La Quinta [ 1 ] L a 15.2.3 70 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. 12-20. [2] M. Carman and Eric Langeard, Growth Strategies for Service Firms, Strategic Management Journal, vol. 1, no. 1, January-March 1980, p.19.

15 323 ) ( 15.2.4 15.3 4 F i e l d s ( ) 15.3.1 ( ) ( ) ( H&R Block 5 000 50 H a r d e e s 1. 5 ( We n d y s 4 ) 15.3.2 1.

324 2. 3. 1 4. 5. 15.3.3 / B e h i h a n a 1. D a y s (1) (2) (3) 2. 3.

15 325 (1) (2) (3) 15.4 1988 1991 D H L T N T 70 10 3 70 5 8 [ 1 ] ( ) [ 2 ] 15.4.1 Kenichi Ohmae 5 C 1. 2. 3. ( [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.

326 ) U P S 4. 5. (Global Localization) ( ) M r. D o n u t s [ 1 ] 15.4.2 20 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. 140-152.

15 327 3. ( ) ( ) ( ) 1982 11 ( G AT T ) G AT T 88 1993 G AT T [ 1 ] 1 994 ( ) [ 2 ] 15.5 5 (1) (2) (3) (4) (5) ( ) 1 5-1 15-1 15-1 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. 45-59. [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. 45-59.

328 15.5.1 5 : 0 0 ( ) Heublein and RJ Reynolds ( RJR Nabisco ) 6 0 [ 1 ] 20 15.5.2 ( M a y o ) ( ) ( ( ) B o n a i r e K L M 15.5.3 [1] Kentucky Fried Chicken (Japan) Limited, case no. 9-387-043, H a rv a rd Business School, Boston, 1993, p.1.

15 329 15.5.4 15.5.5 Q u a r t e r d e c k Q u a r t e r d e c k 24

330 2 4 1) 2) 3) 4) 15.6 1) 2) ( ) 6 24 ( ) ( ) ( ) ( ) ( )

15 331 (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.

332 [ 1 ] 2 0 (Fred Smith) 1972 75 000 1972 33 D a s s a u l t 1973 4 1 7 18 1989 50 15-2 1984 G e l c o 1986 1987 15-2 1973 4 25 1 9 7 7 1978 727 1980 D C 10 1981 1982 10 : 30 1983 10 10 1984 G e l c o 1986 Lex Wi l l k n s o n Cansica 1 9 8 7 1988 9 1 9 8 9 1988 1 2 8. 8 21 [1] Garland Wi l k i n James A. Fitzsimmons

15 333 2 20 1. 40 U P S E m e r y A i r b o r n e D H L ( ) [ 1 1988 39 1. 88 ] 1 985 7 400 1989 1 3 1 2 U P S 1984 1 5 Z a p m a i l 3. 5 1986 Z a p m a i l 1 C O S M O S 30 [2] 2. ( ) U P S 1982 1983 1 988 30. 3 U P S 1988 1 0 1993 1 U P S 6 5 3. 4. [1] Dean Foust, M r. Smith Goes Global, Business Week, Febru a ry 13, 1989, pp. 66-72. [2] David A. Clancy, Air Cargo Takes Off, Tr a n s p o rtation and Distribution, January 1989, pp. 32-36.

334 5. POWERSHIP P O W E R S H I P 7000 P O W E R S H I P 6. 1976 1978 U P S U P S 7. 1988 1 2 1989 40 21 3 2 53 80 90 20 6 500

15 335 (1) (2) (3) (4)

16 17 18 Excel Solver

1 6 1., 2. 3. 4., 16-1 16-1 N 16.1,

16 339 N 16.2 16.2.1 R a n d Olaf Helmer [ 1 ] 98 1 37 11 26 7 2 1 11 ( M ) ( ) 1 6 5 6 1 5 3 5 8 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.151-164.

340 2 11 1 11 3 2 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - M- - 2 - - - - - - - - - - - - - - - - - - - - M -- - - - - -- - - - - - - - 3 - - - - - - - - - - - - - - - - - - M- - 16.2.2 1997 2000 3 ( A ) 2005 ( B ) A B 0. 7 B A 0. 6 A B A 0. 7 B 0. 6 2005 1. 0 2000 3 0. 8 16.2.3

16 341 16.3 ( ) 16.3.1 ( 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 ] 35 16-2 16-2 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.12-20.

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.14. 4 S TAT E P R I C E I N C O M E C O L L E G E Y a 0 3 9. 05 a 1 5. 41 a 2 5. 86 a 3 3. 09 a 4 1. 75 ( 16-1 ) Y 3 9. 05 ( 5. 41 ) S TAT E ( 5. 86 ) P R I C E ( 3. 09 ) I N C O M E ( 1. 75 ) C O L L E G E 16.3.2 16.4 N 16.4.1 N 16-3 100

16 343 16-3 100 8 1 1 7 9 8 2 8 4 1 5 3 8 3 8 2 2 2 4 8 1 8 3 8 2 2 9 5 9 8 8 7 8 3 9 5 6 1 0 0 9 3 8 7 1 2 7 9 3 ( 9 1 2 )? N N A t t ( 16-2 ) M A t : ( 1 6-2 ) N= 3 ( 8 1 5 ) 3 ( 8 1 8 8 8 1 5 ) 3 ( 83 + 84 + 79 )/ 3 = 82 ( 8 2 2 ) 3 8 2 2 8 1 8 2 2 83 8 82 9 1 2 93? N ( 1 /N) 16.4.2 N 1) 2) 3) ( 16-3 ) S t t A t t 0. 1 0. 5 S t = S t 1 (A t S t 1 ) (16-3) (A t S t 1 ) S t?

344 1 6-3 16-4 (A t ) 16-4 ( 0. 5 ) (t) (A t ) (S t ) (F t ) F t 8 1 1 7 9 7 9. 0 0 8 2 8 4 8 1. 5 0 7 9 5 1 5 3 8 3 8 2. 2 5 8 2 1 2 2 4 8 1 8 1. 6 3 8 2 1 2 9 5 9 8 8 9. 8 1 8 2 1 6 9 5 6 1 0 0 9 4. 9 1 9 0 1 0 A t S t 16-4 8 1 S 1 =A 1 = 79. 00 8 8 (S 2 ) ( 16-3 ) 8 8 (A 2 ) 8 1 (S 1 ) = 0.5 S 2 S 1 (A 2 S 1 ) 7 9. 0 0 0. 5 ( 8 4 7 9. 0 0 ) 8 1. 5 0 (S 3 S 4 S 5 S 6 ) t t 1 F t +1 S t ( 1 6-4 ) 8 8 81. 50 8 1 5 81. 50 ( 84 7 9 ) 5 (, 5 ), 1 6-4 0. 5 16-1 0. 1 0. 5 ( 0. 5 ) ( ) A t 16-1

16 345 ( 16-3 ) : S t (A t ) ( 1 )S t -1 ( 1 6-5 ) ( 16-5 ) A t S t A t 1 ( 1 ) A t n ( 1 ) n 1 6-2 N S t 16-2 ( 0. 3 ) 16.4.3 N,, N : : = 0 ( ) 1 ( )( 1 ) 2 ( )( 1 ) 2 + N 0. 1 0. 5 (M A D) 16.4.4 16-1, (M A D) 16-4 A t F t, M A D= ( 5 + 1 + 1 + 1 6 + 1 0 ) / 5 6. 6 0. 5 M A D 9. 7 0. 1 M A D 8. 8 M A D

346 Excel Solver 16-4 (A t F t ) 5 1 1 1 6 1 0 3 1 16.4.5 1 6-5 8 ( ) 1 30 8 70 ( 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 0. 1 0. 5 (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 ( 1 6-7 ) 3 16-5 1 1 S 1 A 1 T 1 = 0. 00 2 ( 16-8 ) F 2 3 1 0. 00 3 1. 00 16-5 ( [ 0. 5,ß = 0. 3 ) t (A t ) (S t ) (T t ) (F t ) A t F t 1 3 1 3 1. 0 0 0. 0 0 2 4 0 3 5. 5 0 1. 3 5 3 1 9 3 4 3 3 9. 9 3 2. 2 7 3 7 6 4 5 2 4 7. 1 0 3. 7 4 4 2 1 0 5 4 9 4 9. 9 2 3. 4 7 5 1 2 6 6 4 5 8. 6 9 5. 0 6 5 3 11 7 5 8 6 0. 8 8 4. 2 0 6 4 6 8 6 8 6 6. 5 4 4. 6 3 6 5 3 M A D 6. 7 F t + 1 S t T t ( 1 6-8 ) 0.5, ß 0. 3 2 3 ( 16-6 ) 2 S 2 S 2 ( 0. 5 )( 40 ) + ( 1 0. 5 )( 31 + 0. 00 ) 3 5. 5 0

16 347 ( 16-7 ) 2 T 2 ( 0. 3 ) ( 3 5. 5 0 3 1. 0 0 ) + ( 1 0. 3 0 ) 0. 0 0 1. 3 5 ( 16-8 ) 3 F 3 3 5. 5 1. 3 5 3 6. 8 5 3 7 16-5 (MAD = 6. 7 ) ( ) (A t F t ) 9 + 6 + 1 0 2 + 11 6 + 3 3 1 ( ) 1 6-3 16-3 ( 0.5, ß 0. 3 ) 16.4.6 1 6-6 1995 1 996 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 1 9 9 5 1 1 1 6 5 1 0. 8 3 7 2 2 1 3 0 5 0. 6 6 2 3 3 1 6 1 7 0. 8 2 0 ( 1 6-9 )

348 t (A t ) (S t ) (I t ) (F t ) A t F t 1 9 9 5 4 4 1 7 2 1 0. 8 7 3 5 5 2 0 1 5 1. 0 2 2 6 6 2 2 9 7 1. 1 6 5 7 7 2 6 0 6 1. 3 2 2 8 8 2 6 8 7 1. 3 6 3 9 9 2 2 9 2 1. 1 6 2 1 0 1 0 1 9 8 1 1. 0 0 5 11 11 1 6 9 6 0. 8 6 0 1 2 1 2 1 7 9 4 1 7 9 4. 0 0 0. 9 1 0 1 9 9 6 1 1 3 1 8 0 6 1 8 6 6. 7 4 0. 8 7 6 2 1 4 1 7 3 1 2 0 1 6. 3 5 0. 7 2 1 1 2 3 6 4 9 5 3 1 5 1 7 3 3 2 0 3 5. 7 6 0. 8 2 9 1 6 5 3 8 0 4 1 6 1 9 0 4 2 0 6 4. 8 1 0. 8 8 8 1 7 7 7 1 2 7 5 1 7 2 0 3 6 2 0 5 0. 2 8 1. 0 1 3 2 11 0 7 4 6 1 8 2 5 6 0 2 0 7 9. 7 1 1. 1 8 5 2 3 8 9 1 7 1 7 1 9 2 6 7 9 2 0 6 9. 0 6 1. 3 1 4 2 7 4 9 7 0 8 2 0 2 8 2 1 2 0 6 9. 1 9 1. 3 6 3 2 8 2 0 1 9 2 1 2 3 5 9 2 0 6 1. 3 8 1. 1 5 7 2 4 0 4 4 5 1 0 2 2 2 1 6 0 2 0 7 8. 9 5 1. 0 1 5 2 0 7 2 8 8 11 2 3 1 8 0 2 2 0 8 2. 2 3 0. 8 6 2 1 7 8 8 1 4 1 2 2 4 1 8 5 3 2 0 7 3. 0 4 0. 9 0 5 1 8 9 5 4 2 M A D= 11 0 A 1 971. 83 ( 16-9 ) L I t 16-6 5 1995 ( 16-10 ) 1996 ( 16-10 ) ( 16-5 ) I t L A t 1995 1 2 13 ( 1 996 1 ) S 12 A 12 16-6 1794 ( 16-10 ) 1996 1 I t L 0. 837 ( 1 2 1995 1 I t )0. 2 ( ) ( 1 6-1 0 ) ( 16-11 ) 1 2 (t 1 ) F t+1 (S t ) (I t L 1 ) (16-11 ) I t - L+ 1 1 995 2 I t 1996 2 F 14 = (1866.74)(0.662) = 1 2 3 5. 7 8 1 2 3 6

16 349 L t A t S t t (A t /S t ) γ 0. 1 0. 5 ( 16-12 ) ( 1 6-1 2 ) ( 16-12 ) 16-6 1 996 L ( ) ( 16-12 ) 1996 1 I 13 (0. 3 ): 1996 2 1 2 M A D 11 0? 16.4.7? ( ) ( 16-13 ) ( 1 6-1 4 ) ( 1 6-1 5 ) 16-7 1996 2 1 2 M A D 1 60 16-4 16-7 ( 0. 2, ß 0.2, 0. 33 ) ( 1 6-1 6 ) t (A t ) (S t ) (T t ) (I t ) (F t ) A t F t 1 9 9 5 1 1 1 6 5 1 0. 8 3 7 2 2 1 3 0 5 0. 6 6 2 3 3 1 6 1 7 0. 8 2 0 4 4 1 7 2 1 0. 8 7 3 5 5 2 0 1 5 1. 0 2 2 6 6 2 2 9 7 1. 1 6 5

350 t (A t ) (S t ) (T t ) (I t ) (F t ) A t F t 1 9 9 5 7 7 2606 1. 322 8 8 2687 1. 363 9 9 2292 1. 162 10 10 1981 1. 005 11 11 1696 0. 860 12 12 1794 1794. 00 0. 00 0. 910 1 9 9 6 1 13 1806 1866. 59 14. 52 0. 876 2 14 1731 2027. 99 43. 89 0. 719 1245 486 3 15 1733 2080. 17 45. 55 0. 824 1699 34 4 16 1904 2136. 87 47. 78 0. 878 1855 49 5 17 2036 2146. 20 40. 09 1. 000 2232 196 6 18 2560 2188. 55 40. 54 1. 166 2547 13 7 19 2679 2188. 69 32. 46 1. 292 2946 267 8 20 2821 2190. 96 26. 42 1. 340 3027 206 9 21 2359 2179. 80 18. 91 1. 138 2577 218 10 22 2160 2188. 97 16. 96 0. 999 2209 49 11 23 1802 2183. 75 12. 53 0. 850 1897 95 12 24 1853 2164. 36 6. 14 0. 894 1998 145 M A D= 160 1996 16-4 16.4.8

16 351 16.5 (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 1986 800 1993 8. 7 10 18 72 ( T M ) ( T I ) 800

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 1993 6 7 1994 6 5 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.

16 353 - T I T M 2 3 4 1 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 - 1 2 7 4 20 2 5 - 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 11. 4 3 ( 15 2 1 ) T M 3 ( 1 993 6 7 1994 6 3 ) M A P E 9. 8 T I M A P E 1 2. 0 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.

354 1. 2 2 2 7 3 8 3 2 2 9 0. 3,? ( 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 1 2 2 2 2 2 2 7 2 3. 5 2 2 5 3 3 8 2 7. 8 5 2 4 1 4 4 3 2 2 9. 0 9 5 2 8 4 5 3 4 29.966 5 2 9 5 3 0 M A D 7. 0 2. 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 ) + 0. 8 (T t 1 ) F t 1 S t T t (A t ) (S t ) (T t ) (F t ) A t F t 1 2 2 2 2 0 2 2 7 2 7 0. 3 2 2 5 3 3 8 2 8. 0 6 1. 1 5 2 3. 8 2 4 1 4 4 3 2 3 0. 0 4 7 1. 3 1 7 4 2 9. 2 1 2 9 3 5 3 4 3 1. 5 5 5 0 8 1. 3 5 5 5 3 6 3 1. 3 6 4 4 3 1 3 3 2. 9 1 0 6 3 3 M A D= 6. 2 5 3.,

16 355, = 0. 2 25 31 42 34 32 ( 16-9 ) ( 16-10 ) ( 16-11 ) ( 16-12 )= 0. 3 = 0. 2 A ( 16-9 ) A ( 2 2 2 7 3 8 3 2 3 4 ) / 5 3 0. 6 ( 16-9 ) (t ) (A t ) (S t ) (I t ) 1 2 2 0. 7 2 2 2 7 0. 8 8 3 3 8 1. 2 4 4 3 2 1. 0 5 5 3 4 3 4 1. 11 ( 16-10 ) ( 16-11 ) ( 16-12 ) (t ) (A t ) (S t ) (I t ) (F t ) A t F t 6 25 34. 217 0. 74 7 31 34. 520 0. 88 30. 11 3 0 1 8 42 34. 325 1. 24 42. 80 4 3 1 9 34 33. 742 1. 04 36. 04 3 6 2 10 32 32. 268 1. 09 37. 45 3 7 5 11 23. 88 2 4 M A D= 2. 25 16.1 1996 9 1035 8 9 1 065 = 0. 1 10 16.2 72 67 ( = 0. 1 ) 16.3 16. 2 1. 4 (ß = 0. 3 ) 16.4 6 :

356 1 1 5 2 1 8 3 2 2 4 2 3 5 2 7 6 2 6 3 7 16.5 16. 4 0. 1 7 16.6 16. 4 0. 1 ß 0. 2 7 8 1 7 M A D 16.7 16-4 0. 3 M A D 16.8 16-5 0. 2 ß 0. 2 M A D 16.9 16-6 0. 3 γ 0. 2 M A D 16.10 16-7 0. 3 ß 0. 1 γ 0. 2 M A D [ 1 ] Oak Hollow Oak Hollow ( ) 16-8 1 6-11 16-8 1 9 9 2 1 9 9 3 1 9 9 4 1 9 9 5 1 9 9 6 3 9 0 4 6 8 5 0 9 4 9 0 5 8 2 1 0 2 1 2 4 1 8 0 1 4 8 2 0 4 1 6 8 3 1 2 3 7 6 3 8 6 4 3 7 106 188 184 222 244 [1] Frank Krafka James A. Fitzsimmons

16 357 16-9 1 9 9 2 1 9 9 3 1 9 9 4 1 9 9 5 1 9 9 6 18 200 24 960 32 760 31 500 41 600 2 040 2 074 3 960 3 950 4 850 6 720 12 480 16 450 16 870 20 202 3 320 3 948 4 416 5 550 7 592 30 280 43 462 57 586 57 870 74 244 46 559 48 887 51 820 55 447 59 883 76 839 92 349 109 406 113 317 134 127 16-10 1995 9 1996 1 2 1995 9 54 16 42 24 10 67 21 54 31 11 74 22 48 33 12 29 9 23 13 1996 1 58 20 44 24 2 52 18 39 22 3 47 16 35 20 4 41 14 31 17 5 35 12 26 15 6 29 10 22 12 7 23 8 17 10 8 29 10 22 12 9 65 24 48 27 10 81 29 61 34 11 87 31 66 37 12 35 12 26 14 1 6-11 2 18 1 20 1 38 1 16 1 40 50 1. 2.

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 18 2 00 18 - G F I 1 6-12 G F I D y n a S o l 16-12 1 994 9 1996 2 D y n a S o l 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 D y n a S o l [1] Prepared by Frank Krafka under the supervision of Professor James A. Fitzsimmons.

16 359 (1) (2) D y n a S o l G F I 6

1. A / B / C 2. 3. 4. ( ) 17-1 9 200 17-1 [ 1 ] 9200 3 [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.

17 361 11 30 % ( ) 1 17.1 17.2 11 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/ 1 17-2 M / M/ 1 I I I I I I

362 11 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 17.2.1 M / M/ 1 11

17 363 M / M/ 1 1 2 3 4 F C F S 5 c ( 17.1 6 6 1 0 M / M/ 1 6 1 0 0. 6 k 1 P(n 1 ) 1 0. 6 1 0.6 P 0 10.4 I - 2 I - 1 ( I - 4 ) ( I - 5 ) ( I - 7 ) (I-8) 60 % 40 W s 1 5 W q 9 6 1. 5 L s 0. 9 L q 1 P 0 0 P n> 0 1 1 ) ( 0 ) 1

364 1. 5 0. 6 0. 9 n 1-3 P n 1 n ( I - 3 ) n 0 n 1 n 2 1 n 9 0 % n 90 % 17-1 n 4 92 4 92 3 4 1 17-1 n P n P ( n) 0 ( 0. 4 ) ( 0. 6 ) 0 0. 4 0. 4 1 ( 0. 4 ) ( 0. 6 ) 1 0. 2 4 0. 6 4 2 ( 0. 4 ) ( 0. 6 ) 2 0. 1 4 4 0. 7 8 4 3 ( 0. 4 ) ( 0. 6 ) 3 0. 0 8 6 4 0. 8 7 0 4 4 ( 0. 4 ) ( 0. 6 ) 4 0. 0 5 1 8 4 0. 9 2 2 2 4 17.2.2 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 0. 6 0 1 2 3 n N ( V- 1 ) ( V- 3 )

17 365 1. 00 N 3 10 0. 6 6 0. 1 V- 4 L s 0. 9 L s 90 % ( V- 4 ) 17.2.3 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 ) ] 17.2.4 M/M/c L q M / M / c M / M/ 1 / c /c 0 1 17-3 L s c 1 0. 8 17-3 L s 4 0. 4 17-3 400 L s 1 0. 4 17-3 L s 0. 67 L s L q 0. 15 0. 27 17-2

366 n L q L s / ) 11 17-3 M / M / c L s 17-2 0. 8 0. 8 0. 4 ( /c ) 0. 8 0. 4 0. 4 L s 4. 0 0. 9 5 0. 6 7 L q 3. 2 0. 1 5 0. 2 7 pooling services 17.2 4 3 3 2 15 4 M / M/ 1 4 M / M/ 1 s 1 / ) W s 1 / 4 3 1. 0 60 s 1 / 4 2 0. 5 3 0

17 367 M / M/ 4 P 0 c 49 / 4 2 + 2 + 2 + 3 I I - 1 ( I I - 1 ) I I - 4 L s ( I I - 4 ) 30 6 17 4 M / M / c B M / M / L q L q c 42. 25 L q 0. 31 L s L q 2. 5 6 17

368 17.2.5 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 17.2.6 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 30 2 3 5 M/M/ 3 0 / 3 L s 1 0 10 3 c 33 0 / 12 2. 5 L q 3. 5 L s L q + 6 1 20 12 L s / 6 / 30 0. 2 3 2 [1] T. L. Saaty, Elements of Queuing Theory with Applications, McGraw-Hill, New York, 1961.

17 369 17.3 L s L q + E 1 7-1 E ( 1 7-2 ) 1 / P n c ( 1 7-3 ) ( 1 7-4 ) [ 1 ] ( 1 7-5 ) 17-5 17-6 λ ( 1 P N 17.4 ( 1 7-6 ) (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.383-387; W. S. Jewell, A Simple Proof of, Operations Researc h, Vol.15, no.6, November- December 1967, pp.11 09-1116; S.Stidham, Jr., A Last Word on, Operations Researc h, Vol.22, no.2, March-April, 1974, pp.417-421.

370 (4) 1 7-1 17.4.1 5 5 5 [ 1 ] M / M / c 17.4 30 3 3 3 3 5 I - 9 ( I - 9 ) 3 30 / 3 1 0 b 1 / 2 0 1 0 0. 1 6 17-3 17-3 (n) W b ( ) 3 1 0 2 0 6 4 7. 5 2 0 4. 8 17.4.2 P T 95 % 10 30 89 % 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.1030-1047.

17 371 M/M/ c [ 1 ] T 0 I I - 3 P c 1 7. 5 48 5 M/M/c 24 95 I I - 3 c 6 17-4 c 6 P n c 0. 02 5 % 6 6 17-4 c P 0 P(n c) 3 0. 11 0. 44 4 0. 13 0. 27 5 0. 134 0. 06 6 0. 135 0. 02 17.4.3 1 7-1 T C C s C C w W s 1 7-7 C s C C w L s C C s C w [1] Saaty, op. cit.

372 17-5 L s W s 17-7 L q L s 17.6 8 15 10 M/M/c 8 4 2 B L q 17-5 17-5 C L q C s C( ) C w L q ( ) TC ( ) 3 0. 8 8 3 0 2 6. 4 5 6. 4 4 0. 1 7 4 0 5. 1 4 5. 1 5 0. 0 4 5 0 1. 2 5 1. 2 6 0. 0 1 6 0 0. 3 6 0. 3 L q L s 4 ( 17-7 ) 10 Ta g u c h i 17.4.4 M/M/ c N P N P N P N 17.7 0 N c

17 373 5 0 10 1 6 M/M/c c N c N V I - 1 V I - 2 V I - 4 V I - 7 ( 1 7-8 ) s 1 / L s 1 P N 17 1 0 ( L q 0 ) ( 1 7-9 ) ( 1 7-11 1 0 N 61 ( 17-8 ) P 0 0. 000349 17-9 P 6 0. 48 10 10 0. 48 4. 8 17.4.5 12 1 2 P d<x 1 7-1 2 C u C o d x 17.8 5 0 10 30 10 50 17-12

374 17.5 A 0. 75 Z 0. 68 z 5 0 ( 0. 6 8 ) ( 1 0 ) 5 6 ( A/B/C A B C (1) (2) (3) (4) M/G/ (5) ( )

17 375 ( 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, 1 9 9 4.

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.

17 377 5 1 0 95 % 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] 01. 0.

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,

17 379 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 )

380 1. 3 1 5 a. M/M/ 1 15 6 0 / 3 2 0 / ( I - 2 ): P( ) P 0 1 1 ( 1 5 / 2 0 ) 0. 2 5 b. 3 1 I - 2 P P n 4 4 15 2 0 4 0. 3 1 6 32 c. 17 I - 8 17 / 60 2 0 17 2. 20 15 10 3 a.

17 381 M / M/ 1 2 I - 5 L q 17-7 2 1 0 + 15 0. 5 3 5 b. 3 a M / M/ 1 L q 0. 5 M/D/ 1 V t 0 I I I - 2 L q 10 1 5 0. 5 + 0 + 15 0. 25 21. 25 c. B c 2 0 / 20 1 L q 0. 333 10 2 15 (0.333) 2 5 17.1 2 20 a. b. 90 17.2 24 5 17.3 5 10 a. 90 b.

382 17.4 4 5 3 a. b. 60 17.5 1 5 2 3 a. 4 b. c. 90 17.6 24 8 a. 3 20 19 b. 480 4 1 000 17.7 20 2 a. b. 2 c. 3 d. 5 10 3 17.8 12 4 a. b. 15 0

17 383 c. 7 0 100 17.9 20 2 a. b. 3 c. 6 d. 20 e. 20 f. 17.10 10 5 4 5 10 a. b.. 17. 11 M/M/ 1 1 / 8 4 6 a. b. 1 / 8 a 1 / 4 c. b 1 / 2 d. 2 2 b c 30 8

384 1 2 4 2 24 3 8 400 000 10 365 24 10 Filibuster Fly 20 1. 8 20 60 30 1 / 20 (1) (2) 1 / 20 ( ) (3)

17 385 3 0 40 [ 1 ] 6 6 A B C D E F 1 2 3 4 5 6 90 / S S ( A 1 90 B 45 ) 12 ( ) 50 5 40 2 10 3 12 10 6 10 10 5 8 (1) (2) (3) (4) (5) [1]

1. 2. 3. 4. Excel Solver 5. ( L P linear programming) L P 18.1 L P L L P 18.2

18 387 1 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 100 2 150 50 4 70 8 000 60

388 x y 5 0x 2 0y 2x 4y 4 0 0 1 0 0x 5 0y 8 000 x 60 x y 0 x y 150 1 00 x 70 5 0 y 50x 2 0y 400 2 4 8 000 100 50 6 x y Stereo Warehouse 18.3 L P L P L P L P L P ( 1 ( 2 ( 3 ( 4 ( 5 ( 6 ( 7 18.3.1

18 389 18.2 m i l k s h a k e 175 150 200 100 3 15 50 30 70 25 15 100 10 80 1 90 50 0 200 18-1 18-1 ( ) 5 0 1 5 0 9 0 1 7 5 0 1 0 0 5 0 1 5 0 7 0 1 0 0 2 0 0 3 0 8 0 2 0 0 1 0 0 ( ) 15 25 10 E C S 18-1 175 150 200 100 0. 1 5E 0. 2 5C 0. 1 0S 5 0E 1 5 0C 9 0S 1 7 5 1 0 0C 5 0S 1 5 0 7 0E 1 0C 2 0 0 3 0E 8 0C 2 0 0S 1 0 0 E C S 0 E 3. 5 C 0 S 0 18.3.2 18.3

390 1 12 4 6 2 4 8 4 3 8 12 14 4 12 4 8 5 4 8 12 6 8 12 16 ( ) 8 12 8 4 3 4 12 8 4 8 18-1 1 8-1 8 3 x 1 6 x 3 1 4 x 5 1 6 x i = i i 1, 2, 3, 4, 5, 6 4 8 48 12 4 8 x 1 x 2 x 3 x 4 x 5 x 6 x 1 x 6 6 1 x 1 x 2 4 2 x 2 x 3 1 4 3 x 3 x 4 8 4 x 4 x 5 1 2 5 x 5 x 6 1 6 6 8, 4 4 x 2 2 3 L P L P

18 391 18.3.3 18.4, 6 1 1 500 2 1 800 3 1 600 4 2 000 5 300 1 800 6 2 200 t 1 t 1 80 80 t 1 t 80 160 160 1 600 12 10 % 600 18-2 300 6 1 8-2 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 1 1 500 1 1 6 0A 2 8 0T 2 1 8 0 0 2 1 6 0A 3 8 0T 3 1 6 0 0 3 1 6 0A 4 8 0T 4 2 0 0 0 4 1 6 0A 5 8 0T 5 1 8 0 0 5 1 6 0A 6 8 0T 6 2 2 0 0 6 A 1 1 2 0. 9A 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, 6 1 2 1 7 6

392 18.3.4 L P 18.5 Lease-a-Lemon L e a s e - a - L e m o n 2 6 43 31 32, 2 8, 26 4 3 9 3 9 6 9 1 2 9 6 4 3 4 1 3 3 1 3 1 1 8 4 4 7 9 1 1 8-3 14 86 1 00 0 18-3 Lease-a-Lemon x i j i j

18 393 i 1, 2, 3 j 1, 2, 3, 4 439x 11 3 96x 12 479x 33 0x 34 x 11 x 12 x 13 x 14 2 6 x 2 1 x 2 2 x 2 3 x 2 4 4 3 x 3 1 x 3 2 x 3 3 x 3 4 3 1 x 11 x 2 1 x 3 1 3 2 x 1 2 x 2 2 x 3 2 2 8 x i j 0 i j x 1 3 x 2 3 x 3 3 2 6 x 1 4 x 2 4 x 3 4 1 4 1 18.4 Stereo Wa r e h o u s e 18. 1 L P x y 18.4.1 Stereo Wa r e h o u s e x y Z Z 5 0x 2 0y 2x 4y 4 0 0 1 0 0x 5 0y 8 0 0 0 x 6 0 x y 0 x y x 0 y 0 x y Feasible region 1 x y 2 3 4 x y x= 0 y= 0 x 0 0 2x 3y= 0 5 x= 0 y= 0 0 0 x= 0 y= 0 6 Stereo Wa r e h o u s e 18-4

394 X y 0 400 / 2 2 00 y x 0 400 / 4 1 00 x 0 y 0 3 x y 3 x y z Z Z 2 000 Z 2000 x y 0 2000 / 50 4 0 y 400 / 4 1 00 18-5 Z 2 000 Z 3 000 3 600 3800 Z 3 800 C x 6 0 y 4 0 Z 18-4 Stereo warehouse 18.4.2 L P Stereo Warehouse 2x 4y s 1 4 0 0 s 1 x 1 x 6 s 1 6 s 1 6 18-5 Stereo Wa r e h o u s e Stereo Wa r e h o u s e

18 395 s 1 s 2 s 3 Z 5 0x 2 0y 2x 4y s 1 4 00 1 100x 5 0y s 2 8 000 2 x s 3 60 3 x, y, s 1, s 2, s 3 0 18-5 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 1 4 0 0 0 s 2 8 0 0 0 s 3 6 0 B s 3 y s 1 2 8 0 3 0 0 0 s 2 2 0 0 0 x 6 0 C s 3 s 2, s 1 1 2 0 3 8 0 0 y 4 0 x 6 0 D s 1 s 2 s 3 2 0 3 6 0 0 y 8 0 x 4 0 E s 1, x s 3 6 0 2 0 0 0 y 1 0 0 s 2 3 0 0 0 18.4.3 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.

396 18-3 Excel7.0 Stereo Wa r e h o u s e Stereo LP 2 0 3 Variables Num. 0 0 2 100 1 2 3 0 1 2 99999 99999 0 0 400 2 4 0 0 8000 100 50 0 0 60 1 0 X Y 0 50 20 0 0 0 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 8 000 s 2 60 S 3 3 800 400 120 s 1 s 3 10 18-4 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 0 3 800 $ G $ 8 X 6 0 0 5 0 1 E + 3 0 1 0 $ H $ 8 Y 4 0 0 2 0 5 2 0 $ D $ 1 4 2 8 0 0 4 0 0 1 E + 3 0 1 2 0 $ D $ 1 5 8 000 0. 4 8 000 1 5 0 0 2 0 0 0 $ D $ 1 6 6 0 1 0 6 0 2 0 2 0 $ D $ 1 4 2 8 0 0 0 2 8 0 1 E + 3 0 $ D $ 1 5 8 000 0 0 8 000 1 E + 3 0 $ D $ 1 6 6 0 0 0 6 0 1 E + 3 0

18 397 x 1 0 0x 5 0y 8 0 0 0 x 6 1 x 6 1 y 3 8 3 810 10 8001 x 60 0. 4 x 6 y 4 0. 0 2 1 40 40 Stereo Wa r e h o u s e 18.5 L P 18.5.1 18-4 y 0 2 5 x 40 1 8-6 C C y 0 3 B C y 2 5 2 D C y 25 D x 3 1 2 18-6 Stereo Wa r e h o u s e

398 18.5.2 6 0 0 0 9 5 0 0 40 8 0 1 8-4 s 1 x y 3 10 60 8 0 3 8 0 0 4 0 0 0 8 0 6 0 10 200 60 40 200 1 8-7 3 C C I 80 C I I 18-7 Stereo Wa r e h o u s e s 1 2 40 x 8 0 y 0 y= 3 C C D 40 C D D s 1 0 x 4 0 y 8 0 s 1 0 2 6000 9500 C B I I postoptimality analysis Stereo Wa r e h o u s e 40 / 9 5 0 0 8 0 0 0 1 5 0 0 18.6 1 4 2 90 % 10 3 10 3 2 4 Preemptive priorites

18 399 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 1 99 999 d 1+ 99 999 d 2 400 d 2+ 400 d 3 8 000 d 3+ 8 000 d 4 60 d 4+ 60 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 1 99 999 2x 4y d 2 d 2 400 1 0 0x 5 0y d 3 d 3 8000 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 1 99 999 3 400 d 3+ 2 60 1 1 1 8-5 Stereo Warehouse E x c e l P 1 1 000 P 2 1 00 P 3 1 D M d D P d 1 8-6 Stereo Wa r e h o u s e x y 99999 D M1 3800 D M2 120 400 D P3 0 8 D M4 0 40

400

18 401 18-6 Excel 7.0 Stereo Wa r e h o u s e X Y DM1 DM2 DM3 DM4 DP1 DP2 DP3 DP4 18.7

402 0 1 ( 2 ( 3 ( 4 ( 5 18-6, x 40 ( 6 18-7 2 6000 9 500 ( 7 ( 8 A R C A R C A R C A R C 3 A R C 3 3 A R C

18 403 A R C 3 A R C 3 1) 3 2) 3) 4 3 A) 1 ) 1 ) B) C) 1) 2) A) 1 ) B)

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 207 437 197 984 197 984 2 237 514 215 187 214 294

18 405 A B C 3 173 254 A R C 4 D E 128 016 125 568 5 95 904 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. 4 0-5 0. 1. Moonstruck Country 3 (A) maretto (B) reakfast blend ( C ) h i c o r y 2. 60 2. 50 2. 30 A B C 80 % 5 0 % 3 0 % M o o n s t r u c k 20 90 30 5 3 1. 20

406 18-7 Excel 7.0 M o o n s t r u c k 0 2 100 Moonstruck LP 3 0 2 0 0 1 2 3 0.58 0 0 0 0.58 99999 99999 0 0 20 0.8 0.5 0.3 0 0 30 0.2 0.5 0.7 1 2 A 0 B C 0 0 0.6 0.48 A B C Col Mex Col Mex Max Z [ 2. 60 1. 20 0. 8 (0.9) ( 0. 2 )( 0. 5 )]A [ 2. 50 1. 20 ( 0. 5 )( 0. 9 ) ( 0. 5 )( 0. 5 )]B [ 2. 30 1. 2 0 ( 0. 3 ) ( 0. 9 ) ( 0. 7 ) ( 0. 5 ) ]C 0. 5 8A 0. 6 0B 0. 4 8C 0. 8A 0. 5B 0. 3C 20 0. 2A 0. 5B 0. 7C 30

18 407 A, B, C 0 2. Excel Solver 18-7 2 B reakfast 25 C h i c o r y 25 3 A m a r e t t o 78 2. 80, 30 5 18.1 E c o n o m y A B 3000 200 A B 80 A 20 90 B 10 75 a. b. 18.2 Springdale ( ) S p r i n g d a l e 7 3 1 1 4 0 % 30 % 5 0 % 400 ( ) A B C 1 1 0 1 8 3 2 9 0 4 0 2 0 2 5 3 8 11 0 2 0 3 2 0 1 3 2 4 5 0 6 0 4 8 2 2 3 3 7 0 7 0 5 3 5 0 1 6 4 0 1 3 0 6 2 6 1 4 2 4 3 0 1 2 0 7 3 8 7 0 10 1 6 0 4 0 0 6 0 0 18.3 1 8-8 E C S 18-9 a. b. c. 25 d. e.

408 f. R H S g. 18-8 Excel 7.0 0 3 100 LP 3 0 4 0 18-9 Excel 7.0 E C S 18.4 1 8-10 x j j 18-11

18 409 0 6 100 18-10 Excel 7.0 LP 6 0 6 0 1 2 3 4 5 6 1 8-11 Excel 7.0 X1 X2 X3 X4 X5 X6 1 2 3 4 5 6 1 2 3 4 5 6 a. 3

410

18 411 b. c. 18-1 d. x 4 0 e. x 1 0 x 2 8 x 3 6 x 4 2 x 5 1 0 0 x 6 6, 18-13 E x c e l 7. 0 A1 A2 A3 A4 A5 A6 T1 T2 T3 T4 T5 T6 1 2 3 4 5 6 A( A2( A3( A4( A5( A6( 1 2 3 4 5 6 A( A2( A3( A4( A5( A6(

412

18 413 18.5 18-12 A j T j j 18-13 a. 6 b. c. T 6 d. f. 18.6 L e a s e - a - L e m o n 18-14 x i j i j 18-15 18-15 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

414 a. b. 18.7 1 20 2 500 3 60 2 15 x 18.8 To e (%) ( ) 1 0 1 0 1 1 5 2 0 2 3 0 5 0 5 (1) 2000 2 500 3) 300 4 = + 100 3 0 % 24 % 12 % 64 % 20 15 25 20 15 15 60 70 60 1 0. 50, 0. 70

18 415, 3, x 1 x 2 x 3 (1) 8 5 (2) ( ) (3) ( ) 30 % 15 % 55 % 0. 40 ( ) ( 7 ) 6 7 14 000 8 16 000 9 13 000 1 0 12 000 11 18 000 1 2 20 000 1 1 18-8 140 1050 750 125 1400 150

416 ( ) ( ) 2 5 % 5 10 6 1 6 120 T t t t=1, 2, 3, 4, 5, 6 J t t t 1 2 3 4 5 6 F t t t 1 2 3 4 5 6 I t t t 1 2 3 5 6 S t t t 1 2 3 5 6 5 20% t 2 t 1 t 5% t 1 t t 1 7.5% 18-8 (1) ( 7 1 2 ) (2) (3) 6

z 0 z z

L q

B M/M/c L 419 q

420 B M/M/c L q

421 1 2

422 3 4 5 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.

6 423

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425 8 9

426 10

427 11 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.73-94.

428 D AVIS, MARK M., and M. J. MAGGARD: An Analysis of Customer Satisfaction with Waiting Times in a Two-Stage Service Process, Journal of Operations Management, vol. 9, no. 3, August 1990, pp. 324-334. K ATZ, K. L., B. M. LARSON, and R. C. LARSON: Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage Sloan Management R e v i e w, vol.32, no.2, Winter 1991, pp.44-53. LARSON, RICHARD C.: Perspectives on Queues: Social Justice and the Psychology of Queuing, Operations Researc h, vol.35, no.6, November- D e c e m b e r 1987, pp.895-905. : T h e r e s More to a Line Than Its Wa i t, Technology Review, July 1988, pp. 61-67. MAISTER, D. H.: 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.11 3-123. RISING, E. J., R. BARON, and B. AV E R I L L : A Systems Analysis of a University Health-Service Outpatient Clinic, Operations Researc h, September 1973, pp.1030-1047. S C H WA RTZ, BARRY: Queuing and Wa i t i n g, University of Chicago Press, Chicago, 1975. SMITH, HEDRICK: The Russians, Quadrangle Press, New York, 1975. TAYLOR, SHIRLEY: Waiting for Service: The Relationship Between Delays and Evaluations of Services, Journal of Marketing, vol. 58, April 1994, pp.56-69. 2 13

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431 17 BLEUEL, W. H.: Management Science s Impact on Service Strategy, Interfaces, vol. 6, no. 1, November 1975, part 2, pp. 4-12. CRABILL, T. B., D. GROSS, and M. J. MAGAZINE: A Classified Bibliography of Research on Optimal Design and Control of Queues, Operations Research, vol.25, no. 2, March-April 1977, pp. 219-232. DRAKE, A. W., R. L. KEENEY, and P. N. MORSE, editors: Analysis of Public Systems, M. I. T. Press, Cambridge, Mass., 1972. ERIKSON, WARREN J.: Management Science and the Gas Shortage, Interfaces, vol. 4, no. 4, August 1974, pp. 47-51. FOOTE, B. L.: A Queuing Case Study of Drive-In Banking, Interfaces, vol.6, no.4, August 1976, pp.31-37. GRASSMAN, W. K.: Finding the Right Number of Servers in Real-Wo r l d Queuing Systems, Interfaces, vol.18, no.2, 1988, pp.94-104. MAGGARD, MICHAEL J.: Determining Electronic Point-of-Sale Cash Register Requirements, Journal of Retailing, vol.57, no.2, Summer 1981, pp.64-86. PARIKH, S. C.: On a Fleet Sizing and Allocation Problem, Management Science, vol.23, no.9, May 1977, pp.972-977. RISING, E. J., R. BARON, and B. AV E R I L L : A Systems Analysis of a University Health-Service Outpatient Clinic, Operations Research, vol.21, no.5, September 1973, pp.1030-1047. R O T H K O P F, M. H., and P. RECH: Perspectives on Queues: Combining Queues Is Not Always Beneficial, Operations Research, vol.35, no.6, November- D e c e m b e r 1987, pp.906-909. 18