В статье рассматриваются процессы сферы услуг с точки зрения теории массового
обслуживания, особое внимание уделяется классификации показателей эффективности
функционирования обслуживающей системы. Проведен анализ функционирования системы массового
обслуживания на примере службы такси с применением методов имитационного моделирования
стохастических процессов.
У статті досліджуються процеси сфери послуг з точки зору теорії масового
обслуговування, особлива увага приділяється класифікації показників ефективності функціонування
обслуговуючої системи. Проведено аналіз функціонування системи масового обслуговування на прикладі
служби таксі із застосуванням методів імітаційного моделювання стохастичних процесів.
The issues of modeling of information processes in the service sector are considered in the article.
Relevance of the study is based on the need to find an optimal combination of options and use all resources to
achieve the strategic and tactical objectives of the enterprise. As a result, functionality and development of
service industries require more detailed consideration. It is in this context modeling of such processes can give a
much more significant result.
In this paper a systematic approach to the study of information processes in the enterprise service sector is
applied. A key feature of these processes is their stochastic nature, which significantly affects the resulting characteristics. An effective tool for the study and analysis of these enterprises, defining the parameters of
operation, the solution of structural problems and improve the quality of work is the simulation.
To study the work of taxi services significant independent factors, variables, and the resulting efficiency indexes
have been allocated. The number of taxi drivers and machines, number of dispatchers and PC are optimizable
factors in the model. Simulation model allows making a series of experiments with different values of control
variables to determine the optimal values as well as to analyze the stability of the solutions.
Based on the analysis of the results of simulation it was obtained that to improve the efficiency of the taxi service
the number of service channels (dispatchers and drivers) should be increased as well as the queuing and
processing system need to be upgraded, that would require certain financial investments.
To summarize, a research of taxi service as an example of queuing system was conducted with usage of
simulations methodology of stochastic processes. Based on calculation results, the study shows that it is
necessary to analyze the flow of information service businesses, to determine the optimum operating parameters,
to solve structural problems and improve the quality of their work, what can be effectively done by usage of
simulation tools.
