Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems

özdemir, ali; MARUF, Muhammed

Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems

Ali ÖZDEMİR, (Dokuz Eylül Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, İzmir, Türkiye)

Muhammed MARUF (Şırnak Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Şırnak, Türkiye)

Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online)

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Yıl: 2018 Cilt: 20 Sayı: 3 Sayfa Aralığı: 470 - 482 Metin Dili: İngilizce İndeks Tarihi: 24-09-2020

Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems

Öz:

Waiting line problems are defined based on a community of people, machines and materialswaiting for a process to be performed. In the solution of the problems related to the waitingline, data such as arrival source, queuing process, service channel and service delivery processin regard to the system are used. According to the structure of the problems of enterprises,waiting line model is formed and calculations such as waiting for service and service time inthe queue are made. Since the service speed of all channels is considered to be equal in the waitline models in the literature, it is not possible to determine to what extent each service channelaffects the total wait time. In this study, a new approach was introduced to determine to whatextent each service channel affects the total waiting time on the waiting line. For this purpose,waiting time is calculated by weighting the system units with the multi-criteria decision-makingtechniques. The results obtained with the current queuing theory are compared with the resultsobtained according to the new approach presented in the study. The results obtained in thestudy; the differentiation of the service speed of service channels has led to more realistic resultsand it has been determined which service channel has more effect on waiting times. Accordingto the results obtained with the new method, suggestions have been offered in regard to whichservice channels should be prioritized in the improvement works to be made for reducing thewaiting time.

Anahtar Kelime:

Bekleme Hattı Problemlerinde Hizmet Hızının Çok Kriterli Karar Verme Yöntemleri İle Farklılaştırılması

Öz:

Bekleme hattı problemleri, bir işlemin gerçekleşmesi için bekleyen insan, makine ve malzeme topluluğuna bağlı olarak tanımlanır. Bekleme hattı ile ilgili problemlerin çözümünde sisteme ilişkin, geliş kaynağı, kuyruk süreci, servis kanalı ve servisten çıkış süreci gibi sistemle ilgili veriler kullanılmaktadır. İşletmeler probleminin yapısına göre bekleme hattı modeli oluşturulmakta ve kuyrukta hizmet için bekleme, hizmet süresi gibi hesaplamalar yapılmaktadır. Literatürde yer alan bekleme hattı modellerinde tüm kanallarının hizmet hızı eşit olarak kabul edildiği için, her bir hizmet kanalının toplam bekleme süresini ne ölçüde etkilediği belirlenememektedir. Bu çalışmada, bekleme hattında her bir hizmet kanalının toplam bekleme süresini ne kadar etkilediğinin belirlenmesini sağlayacak yeni bir yaklaşım sunulmuştur. Bu amaçla bekleme süresi sistem birimlerinin çok kriterli karar verme teknikleri ile ağırlıklandırılması yoluyla hesaplanmıştır. Çalışmada sunulan yeni yaklaşıma göre elde edilen sonuçlarla mevcut kuyruk kuramı yaklaşımı ile elde edilen sonuçlar karşılaştırılmıştır. Çalışmada elde edilen sonuçlar; hizmet kanallarının hizmet hızının farklılaştırılmasının daha gerçekçi sonuçlara ulaşılmasını ve hangi hizmet kanalının bekleme sürelerine daha fazla etki ettiğinin saptanmasını sağladığını ortaya koymuştur. Yeni metot ile elde edilen sonuçlara göre bekleme süresinin azaltılması için yapılacak iyileştirme çalışmalarında hangi hizmet kanallarına öncelik verilmesi gerektiğine yönelik öneriler sunulmuştur.

Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	özdemir a, MARUF M (2018). Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. , 470 - 482.
Chicago	özdemir ali,MARUF Muhammed Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. (2018): 470 - 482.
MLA	özdemir ali,MARUF Muhammed Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. , 2018, ss.470 - 482.
AMA	özdemir a,MARUF M Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. . 2018; 470 - 482.
Vancouver	özdemir a,MARUF M Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. . 2018; 470 - 482.
IEEE	özdemir a,MARUF M "Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems." , ss.470 - 482, 2018.
ISNAD	özdemir, ali - MARUF, Muhammed. "Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems". (2018), 470-482.

APA	özdemir a, MARUF M (2018). Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online), 20(3), 470 - 482.
Chicago	özdemir ali,MARUF Muhammed Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online) 20, no.3 (2018): 470 - 482.
MLA	özdemir ali,MARUF Muhammed Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online), vol.20, no.3, 2018, ss.470 - 482.
AMA	özdemir a,MARUF M Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online). 2018; 20(3): 470 - 482.
Vancouver	özdemir a,MARUF M Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems. Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online). 2018; 20(3): 470 - 482.
IEEE	özdemir a,MARUF M "Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems." Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online), 20, ss.470 - 482, 2018.
ISNAD	özdemir, ali - MARUF, Muhammed. "Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems". Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi (Online) 20/3 (2018), 470-482.