顾客服务系统的排队模型及其分析

运用排队理论,对虚拟企业售后服务部门的顾客排队网络进行了分析,确定了一种顾客具有优先权的多级顾客服务排除模型,以顾客满意度（服务合同相关条款）为条件计算出了稳定平衡状态下排队系统的主要指标,并从收益、成本和效率等方面进行优化,从而得到服务部门最优基准服务能力,对服务能力的有效安排和组织具有重要的指导意义。     

动作分析方法在民航值机中的应用

在不增加资金、场地、员工,甚至员工体力的前提下,以值机人员的工作动作为研究对象,采用工业工程的动作分析的研究方法,辅助IEMS视频动作分析软件,以动作经济原则作为指导原则,分析和改善值机员在值机工作过程中的动作。通过整体和部分分析,删除无效动素,改善有效动素,简化值机人员工作动作,获得高效动作流程,提高值机效率,进一步提高旅客的满意度。     

我国大型公立医院走IE管理之路的思考

中国大型公立医院所面临的服务低效,患者满意度低及经济效益差的现状要求医院必须实施工业工程管理.工业工程中的关键技术如人因学,业务流程重组,6西格玛管理,信息共享平台,动作研究及约束理论等能够改善就医环境、优化医疗服务、提升流程品质,实现实时管理等.目前国内部分大型公立医院已开始实践工业工程管理,如实施医疗一卡通,建立静脉注射配置中心,实现临床路径标准化和合理的设施规划与布置.这些举措在一定程度上提高了服务质量、效率及经济效益.但由于体制和大环境原因,工业工程管理的实施还是面临阻力,需要在医疗行业引入工业工程人才去解决.     

平整机机架加工工段平面布置优化设计

为解决平整机机架加工工段现场搬运次数多、搬运距离长、物流路径出现交叉浪费等问题,应用程序分析方法,结合工业工程（IE）提问技术以及ECRS-4大原则,对生产流程进行优化改善;在简化加工过程的基础上,增设必要的辅助部门;基于系统布置设计（SLP）原理进行平面布置优化,分析作业单位相互关系,给出相关图解,并考虑修正因素和实际条件的限制,设计出两套可行的布置方案;应用加权因素法,进行方案的评价择优,从而确定出最佳方案,最终节约生产时间37 h,缩短物流路径15 m。通过优化设计,可有效降低生产成本,减少安全隐患,方便管理,保障服务,进而提高加工效率,并为制造系统平面布置提供借鉴和参考。     

北京地铁自助售票服务设计策略研究

目的对北京地铁自助售票服务品质进行测量,探索设计策略。方法通过服务蓝图分析,在明确现有服务流程与接触点的基础上,以SERVQUAL量表为框架,重新定义量表中服务品质的要素,通过对自助售票服务品质"重要性-满意度"的测量,发现服务缺口。结论针对服务缺口,提出"共同创造,充分理解用户"、"加强关键环节,关注服务过程优化"、"适切信息,整合界面资源"的设计策略。     

国内动态

客运驾驶员上岗需"人脸识别"GPS全程监控春运期间,天津长途客运市场迎来全年的客流最高峰,天津市各长途客运站加强了对安全检查力度,确保旅客能够安全返乡。在天津西站客运站看到,每部车辆从进站至出站,都要经过一系列的安全检查。车辆进站后,车站安全检查人员首先要对车质车况、灭火器、安全锤、安全带、轮胎、底盘等进行全面检查,     

除尘器底壳加工的人机操作分析与优化

运用人机操作理论对天津苑云电子有限公司除尘器底壳生产过程进行分析,找出了除尘器底壳生产效率低的原因,即时间浪费、动作浪费、现场布置不合理、工具使用不当等.论文采用动作研究、时间研究、工作场所布置等工业工程相关理论和方法,提出了相应的系统化的解决方案,最终解决了除尘器底壳生产效率低的问题,提高了人机操作效率和企业效益.把工作研究、人机操作分析等工业工程理论知识应用于实践,可引起小型企业对工业工程改善方法的重视,对类似生产性企业起到了实践指导的作用.     

浅析可移动LED电子显示屏在铁路车站中的应用

目前客运沿线的绝大部分三、四、五等客运车站,在旅客候车与引导方面仍还停留在纯手工作业模式,如客流引导、车次通告等都还采用铁质车次牌、人工广播,黑板提示等落后的作业方式,不仅使车站客运管理效率低下,也给旅客候车带来了诸多不便。本文介绍了可移动电子显示屏系统在三、四、五等客运车站的推广与应用,满足了铁路运输服务快速发展的需要,对这些车站的旅客服务及客运安全管理起到了积极的作用。     

制造业半成品备料区布局与物流优化的研究

以卡莱公司为例,针对该企业半成品备料区的布局状况,指出生产物流存在的问题,提出具体优化布局策略.利用工业工程改善工具对备料区域的布局与物流路线进行优化,对比改善前后的物料搬运距离、费用、耗用工时等相关指标发现,此次改善有效地解决了半成品备料布置问题,提高了生产效率,优化了生产流程,节约了成本.     

应用基础工业工程理论提高装配线的生产效率

结合手工装配线的改善实例,详细阐述了应用基础工业工程中的流程分析、单元设计、装配线平衡等理论,结合柏拉图分析法,探讨改善手工装配线效率和管理水平的方法.改善前后的定性和定量对比分析说明结合柏拉图分析的基础工业工程理论和方法对提高企业生产效率的显著作用.     

The Research of Anti-Wear Properties of Organomolybdenum Compounds in the Engine Oils

A four-ball tester was used to evaluate the anti-wear performance of three kinds of organomolybdemun compounds in the engine oils, i. e., molybdenum dialkyldithiophosphate (MoDDP), molybdenum dialkyldithiocarbamate ( MoDTC), and sulphur and phosphorus freeorganomolybdeum (Molybdate). The results indicate that a low concentration of MoDDP doesn' t improve the anti-wear properties of the commercial engine oils, but a high concentration of MoDDP can obviously improve the anti-wear properties and the load-carrying capacity of the engine oils. MoDTC doesn' t improve the antiwear properties of the engine oils, but worsens the anti-wear properties of the oils. Signifi can timprove ment of frictional and wear characteristics is obtained with Molybdate added in the commercial engine oils and the formulated oils.     

Certification Becomes Important for the I Quality; and Safety Supervision of the Chinese Liquor Sector

The end of 2007, over 200 unit products of more than 80 Chinese firms have passed the quality grade certification for liquor products. These products involve distilled spirits, beer, wine, yellow wine, fruit syrup wine and others, and cover over 80% of the national top-branded liquor products.……     

Deposition and Coating Properties on CVD Tungsten

Surface characterization and microstructure studies are performed on chemical vapor deposited (CVD) tungsten coating. There is about 2 μm thickness diffusion layer of tungsten in the molybdenum substrate. The thermal shock test shows tungsten coating has good adhesion with molybdenum substrate, but the elements of oxygen and carbon in the tungsten coating have the bad affection to the adhesion. The result of high-temperature diffusion experiment is the diffusion rate from molybdenum substrate to tungsten coating is faster.     

Analysis of marine hydrobiont lipid extracts as possible cryoprotective agents

We studied a combined effect of the cryoprotectants both of lipid and carbohydrate origin at the presence of DMSO or without it on cell viability and the RNA synthesis in the embryonic mollusc and echinoderm cell cultures obtained at different developmental stages. Cryoprotective properties of exogenous lipids correlated with their thermotropic behavior. Lipid extracts from marine hydrobiontes, which thermal transitions are characterized by relatively small part of calorimetric thermogram area lying at temperatures above 0 °C (6–18%), were found to possess a considerable cryoprotective activity. The results are discussed in relation to the prediction of the cryoprotective activity of lipid extracts for marine animal cells. In addition, it was found that marine invertebrate cells can be cryopreserved without DMSO at the presence of trehalose and lipid extracts of some marine hydrobiontes.     

Low-Temperature Properties of Silver

Pure silver is used extensively in the preparation of high-temperature superconductor wires, tapes, films, and other configurations in which the silver not only shields the superconducting material from the surrounding materials, but also provides a degree of flexibility and strain relief, as well as stabilization and low-resistance electrical contact. Silver is relatively expensive, but at this stage of superconductor development, its unique combination of properties seems to offer the only reasonable means of achieving usable lengths of conductor. In this role, the low-temperature physical (electrical, thermal, magnetic, optical) and mechanical properties of the silver all become important. Here we present a collection of properties data extracted from the cryogenic literature and, to the extent possible, selected for reliability.     

Early ironwork in Biscay: Survey,excavation, experimentation and materials characterization. An integral study of the mountainside ironworks (ferrerías de monte or “haizeolak”)

ABSTRACT

The production of iron in Biscay (Basque Country, Spain) has been a hallmark of this territory of the North of the Iberian Peninsula throughout its history. The Archaeology team of the Basque Country Mining Museum has spent 13 years, so far, studying the origins of this activity through the evidences left at the old pre-hydraulic iron production workshops known as mountainside ironworks (ferrerías de monte) or haizeolak. It has catalogued 170 archaeometallurgical sites of this type in Biscay, and the archeological excavation of some of them has led to the knowledge of the different stages of the production process that took place in these workshops. The team has also experimentally reproduced the work carried out in a mountainside ironworks from the High Middle Ages, and it has currently started the characterization process of this type of activity through the study of the collected materials.     

Mechanism Study on the Wear of CrAlTiN Coated High-Speed Steel Twist Drills Under Dry Cutting Conditions

As demands about environment protection are growing up, dry cutting technology is getting more and more concerns from all over the world. Main works performed here are study on dry cutting performances and wear mechanisms of M2high-speed steel (HSS) twist drills with CrAlTiN multicomponent coatings, which was deposited using magnetron sputter ion plating system, in drilling 45 and 30CrMnSiA steel, and their comparisons to those in drilling the same steel but using monolayer CrN and commercial TiN coated drills. Drilling performances of drills are evaluated mainly through the measurements of width on outer corner flank land and the cutting forces. Results show that performances of CrAlTiN coated drills are better than those of monolayer CrN and TiN coated drills. In drilling 45 and 30CrMnSiA steel, the average tool life of the CrAlTiN coated drills are 17.2 and 11.8 times higher than those of the uncoated drills. Observing wear of the drill with scanning electronic microscope, results show that there is no crack or spallation of the CrAlTiN coatings in wear zones. Main mechanism of the wear here is adhesion.     

Study on Bond Ability of Arc-Spraying Coatings with Different Surface Pretreatment on Cast-Iron

Arc spraying coatings are widely used in various applications, but uncommon in cast iron substrate. Different surface pretreatment technology is tested on substrates of gray cast iron. Surface roughness and residual stress were measured by TR200 and X-ray diffraction analyzer. Influence of different surface pretreatment methods ( dry blasting and fusebond) on roughness and residual stress was analyzed. The arc-sprayed coatings of wire 3Cr13 (φ2mm) on gray cast iron substrate is studied. The microstructure and interface of bonding layer were observed by SEM. The bond strength was taken by tensile test. Results show that bond strength with grit blasting is higher than fuse-bond; it is feasible to make wire 3Cr13 coating with arc spraying on cast iron substrate roughened by grit blasting.     

Structural Characteristics of TiO2 Ceramic Coating by Micro-Plasma Oxidation

TiO2 ceramic coatings with thickness of 20 μm were formed on the surface of pure titanium by micro-plasma oxidation. Their micro-structures were investigated by by using X-ray diffraction and their surface images were detected by using scan electronic microscope. There were three kinds of TiO2 coatings, pure anatase type TiO2 phase, mixed phases consisted of rutile type TiO2 phase and anatase type TiO2 phase, pure rutile type TiO2 phase. The coating surface with the pure anatase type TiO2 phase is rough, while the coating surface with the pure rutile type TiO2phase is smooth. The upper coating surface with the mixed type TiO2 phases is anatase type TiO2 structure and the subsurface of the TiO2 coating is rutile type TiO2structure.     

Evaluation of fatigue life of steel using steel grain size

The insightful discussion of the relationship between the construction of metallographic and fatigue life and proposition of mathematical relationships describing this relationship was conducted in the paper. This paper presents a method for estimating the fatigue life, based on the construction of the microstructural material taking into account the grain size and the participation of ferrite and pearlite phase.