摘要：本文以新世纪百货超市为例，对其的设置和运行状况进行调研。然后基于对现有超市收银服务系统调查所得到的真实数据，对其进行整理分析，运用排队论M/M/C的方法对收银台进行了优化设计，找出了现有超市收银工作中存在的一些造成等待时间过长的问题,提出了相应的解决方案，使得在减少顾客等待时间的同时降低超市的运营成本。研究结果表明,对收银台的设置与运作方案的优化设计, 可以有效改善超市的服务效率, 从而提高顾客对超市的满意度和忠诚度。

关键词：收银台 排队论 等待时间

ABSTRACT：In this paper,NCDS supermarket is for example, to research the supermarket’s register settings and running. At the same time in this paper, based on existing supermarket cashier system investigation of real data, we find some existing problems of the supermarket cashier work which increase the waiting time of queuing . Combining with the actual situation, we analyses the problems one by one .Then we put forward the corresponding solutions.We use the method of queuing theory to optimize the checkout counter.In order to reduce the customers waiting time and decrease the operating cost ,we should seek a method which can not only minimize the customers waiting time but also make the operation cost minimum.Research results show that the register Settings and operation scheme optimization design can effectively improve the service efficiency of the supermarket, so as to improve customer satisfaction and loyalty of the supermarket.

Key words: Checkout Counter ；Queuing Theory；Waiting Time

　 本文通过对新世纪百货凯瑞商都超市收银台的设置和运行状况进行的调研，发现了收银台也是经营中的瓶颈环节。运用运筹学中排队论的方法对其进行了优化设置，对具体存在的问题，要有相应的解决方案。对收银台的设置和运行方案的优化可以有效地降低超市运营的成本，不至于导致资源的闲置，给超市带来经济效益；此外，还可以改善超市的服务效率,并提高顾客对超市的满意度和忠诚度, 从而带来间接的经济效益。