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‫ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﻘﻴﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ‬

Apply queuing forms to evaluate the performance of the organization

‫ﺑﻦ ﻋﺪﺓ ﳏﻤﺪ ﺃﻣﲔ‬ ‫ﺑﻦ ﻓﺮﺣﺎﺕ ﺧﻠﻴﻔﺔ‬

3 ‫ﺟﺎﻣﻌﺔ ﺍﳉﺰﺍﺋﺮ‬ 3 ‫ﺟﺎﻣﻌﺔ ﺍﳉﺰﺍﺋﺮ‬
amineforfor@gmail.com Benferhat171291khelifa@gmail.com

:‫ﻣﻠﺨﺺ‬

‫ ﺣﻴﺚ ﺃﻥ ﺍﳍﺪﻑ ﺍﻟﺮﺋﻴﺴﻲ ﻣﻦ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﻫﻮ ﻣﻌﺮﻓﺔ‬،‫ﻣﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﰎ ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﻘﻴﻴﻢ ﺍﻷﺩﺍﺀ ﻭ ﲢﺴﻦ ﻓﻌﺎﻟﻴﺔ ﺍﳋﺪﻣﺎﺕ ﰲ ﺍﳌﺮﻛﺰ ﺍﻟﱪﻳﺪ‬
.‫ﺃﳘﻴﺔ ﻫﺬﻩ ﺍﻷﺳﺎﻟﻴﺐ ﻭ ﻛﻴﻔﻴﺔ ﺗﻄﺒﻴﻘﻬﺎ ﳌﺴﺎﻋﺪﺓ ﻣﺘﺨﺬﻱ ﺍﻟﻘﺮﺍﺭ ﺑﻄﺮﻳﻘﺔ ﻋﻠﻤﻴﺔ ﻻﺟﺘﻴﺎﺯ ﻣﺸﻜﻠﺔ ﻇﺎﻫﺮﺓ ﺍﻻﻧﺘﻈﺎﺭ‬
‫ ﺣﻴﺚ ﺍﳔﻔﺾ ﻭﻗﺖ ﺍﻻﻧﺘﻈﺎﺭ‬، ‫ﺗﻮﺻﻠﺖ ﺩﺭﺍﺳﺔ ﺇﱃ ﺗﻘﺪﱘ ﺑﺪﻳﻞ ﻟﺘﺤﺴﲔ ﺍﻟﻮﺿﻊ ﺍﳊﺎﱄ ﺍﳌﻮﺟﻮﺩ ﰲ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺣﻴﺚ ﺳﺎﻫﻢ ﻫﺬﺍ ﺍﻟﺒﺪﻳﻞ ﰲ ﲢﺴﲔ ﲨﻴﻊ ﻣﺆﺷﺮﺍﺕ ﺍﻷﺩﺍﺀ‬
‫ ﻭﻋﻠﻴﻪ ﻓﺎﻥ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﺃﺛﺒﺘﺖ ﻣﺮﺓ ﺃﺧﺮﻯ ﻋﻠﻰ ﺃﳘﻴﺔ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﺳﻮﺍﺀ ﻻﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺃﻭ ﻟﺘﻘﻴﻴﻢ ﺍﻷﺩﺍﺀ‬،‫ﻭ ﻛﺬﺍ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩﺓ ﰲ ﺍﻟﺼﻒ ﺍﻻﻧﺘﻈﺎﺭ‬
.‫ﰲ ﺍﳌﺆﺳﺴﺎﺕ ﺍﳉﺰﺍﺋﺮﻳﺔ‬
‫ ﺍﻷﺩﺍﺀ‬،‫ ﺍﳌﺆﺳﺴﺔ‬،‫ ﺻﻔﻮﻑ ﺍﻹﻧﺘﻈﺎﺭ‬:‫ﺍﻟﻜﻠﻤﺎﺕ ﺍﳌﻔﺘﺎﺣﻴﺔ‬
Abstract:

The main objective of this study is to understand the importance of these methods and how to apply them to help
decision-makers in a scientific way to overcome the problem of waiting.

The study found an alternative to improve the current situation in the post center, which contributed to the
improvement of all performance indicators. The waiting time and the number of units in the waiting class decreased.
This study proved again the importance of using quantitative methods for decision making Or to assess performance in
Algerian institutions.

Keywords: Waiting lines, institution, performance

 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﲤﻬﻴﺪ‪:‬‬

‫ﺃﺻﺒﺤﺖ ﻛﻞ ﺍﳌﺆﺳﺴﺎﺕ ﺗﺴﻌﻰ ﺇﱃ ﺗﻘﺪﱘ ﻣﻨﺘﺠﺎﺕ ﺫﺍﺕ ﺟﻮﺩﺓ ﺍﻟﻌﺎﻟﻴﺔ ﻷ‪‬ﺎ ﻭﺣﺪﻫﺎ ﺍﻟﱵ ﲢﻘﻖ ﳍﺎ ﺍﳌﻴﺰﺓ ﺗﻨﺎﻓﺴﻴﺔ ﰲ ﺍﻟﺴﻮﻕ ﳏﻠﻴﺔ‬
‫ﻭﺍﻟﺪﻭﻟﻴﺔ ﻭﺗﻀﻤﻦ ﳍﺎ ﺍﻟﺒﻘﺎﺀ‪ ،‬ﻭ ﺇﺫﺍ ﻛﺎﻥ ﺍﻻﻫﺘﻤﺎﻡ ﲜﻮﺩﺓ ﺍﻟﺴﻠﻊ ﻣﺎﺩﻳﺔ ﻭﺗﻘﺪﳝﻬﺎ ﲟﻮﺍﺻﻔﺎﺕ ﺍﻟﱵ ﺗﻠﱯ ﺍﺣﺘﻴﺎﺟﺎﺕ ﻣﺴﺘﻬﻠﻚ ﻟﻴﺲ ﺑﺎﻷﻣﺮ‬
‫ﺍﻟﺴﻬﻞ‪ ،‬ﻓﺎﻥ ﺍﻻﻫﺘﻤﺎﻡ ﲜﻮﺩﺓ ﺍﳋﺪﻣﺎﺕ ﺃﻣﺮ ﺃﻛﺜﺮ ﺻﻌﻮﺑﺔ ﻭ ﺗﻌﻘﻴﺪﺍ ﳌﺎ ﺗﺘﺼﻒ ﺑﻪ ﺍﳋﺪﻣﺎﺕ ﻣﻦ ﺧﺼﺎﺋﺺ ﻭﺗﺘﻤﺜﻞ ﰲ ﺻﻌﻮﺑﺔ ﻣﻮﺍﺟﻬﺔ‬
‫ﺗﺪﻓﻘﺎﺕ ﺍﻟﻌﺸﻮﺍﺋﻴﺔ ﻭ ﺍﻟﺘﺬﺑﺬﺑﺎﺕ ﻟﻠﻄﻠﺐ ﻋﻠﻴﻬﺎ‪ ،‬ﺣﻴﺚ ﻳﻌﺘﱪ ﺍﻟﻨﻈﺎﻡ ﺍﻟﺬﻱ ﻳﻘﺪﻡ ﻓﻴﻪ ﺍﳋﺪﻣﺔ ﻣﻦ ﺑﲔ ﺃﺣﺪ ﺍﳉﻮﺍﻧﺐ ﺍﳊﺴﺎﺳﺔ ﺍﻟﱵ ﺗﺄﺛﺮ ﻋﻠﻰ‬
‫ﺟﻮﺩﺓ ﺍﻟﺴﻠﻊ ﻭﲰﻌﺖ ﺍﳌﺆﺳﺴﺔ‪ .‬ﻭﺗﻌﺘﱪ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺍﻟﻄﺮﻳﻘﺔ ﺍﻟﻌﻤﻠﻴﺔ ﺍﳌﻤﻴﺰﺓ ﰲ ﲢﻠﻴﻞ ﺧﻄﻮﻁ ﺍﻻﻧﺘﻈﺎﺭ‪ ،‬ﻷ‪‬ﺎ ﲤﻜﻦ ﻭﺗﺴﺎﻋﺪ‬
‫ﺍﳌﺴﲑ ﻣﻦ ﺍﲣﺎﺫ ﻗﺮﺍﺭﺍﺕ ﲢﺴﻴﻨﻴﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺎﺕ ﻭ ﺑﺄﻗﻞ ﺗﻜﻠﻔﺔ‪.‬‬
‫ﳑﺎ ﺳﺒﻖ ﳝﻜﻦ ﻃﺮﺡ ﺍﻹﺷﻜﺎﻟﻴﺔ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫ﻛﻴﻒ ﻳﻜﻤﻦ ﻟﻨﻤﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺃﻥ ﺗﻘﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ؟‬
‫ﻣﻦ ﺃﺟﻞ ﻣﻌﺎﳉﺔ ﺍﻹﺷﻜﺎﻟﻴـﺔ ﺍﻟﺴﺎﺑﻘﺔ ﺳﻮﻑ ﻧﺘﻄﺮﻕ ﰲ ﲝﺜﻨﺎ ﻫﺬﺍ ﺇﱃ ﻋﺪﺓ ﺟﻮﺍﻧﺐ ﻟﺼﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻣﻦ ﺣﻴﺚ ﺍﻟﺘﻌﺮﻳﻒ ﻭﳎﺎﻝ‬
‫ﺍﻟﺘﻄﺒﻴﻖ ﻭﺍﳋﺼﺎﺋﺺ ﻛﻤﺎ ﺳﻠﻄﻨﺎ ﺍﻟﻀﻮﺀ ﻋﻠﻰ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭﺍﻟﺘﺤﻠﻴﻞ ﺍﻻﻗﺘﺼﺎﺩﻱ ﳍﺎ ﻭﰎ ﺧﺘﺎﻡ ﻫﺬﺍ ﺍﻟﺒﺤﺚ ﲟﺜﺎﻝ ﻭﺍﻗﻌﻲ ﻭﻫﻮ‬
‫ﺗﻄﺒﻴﻖ ﺃﺣﺪ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻋﻠﻰ ﻋﻤﻠﻴﺔ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ ﰲ ﻣﺮﻛﺰ ﺑﺮﻳﺪ– ﺍﻟﺪﺍﺭ ﺍﻟﺒﻴﻀﺎﺀ‪.-‬‬
‫ﺃﻭﻻ‪ :‬ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﻟﺘﻘﻴﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ﺑﺎﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬
‫ﻗﺒﻞ ﺍﻟﺘﻄﺮﻕ ﺇﱃ ﺍﳉﺎﻧﺐ ﺍﻟﻌﻤﻠﻲ ﻭ ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﻘﻴﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ﻻﺑﺪ ﺃﻭﻻ ﻣﻦ ﺇﻋﻄﺎﺀ ﻧﻈﺮﺓ ﺷﺎﻣﻠﺔ ﺣﻮﻝ ﻧﺸﺄﺓ‬
‫ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﳎﺎﻻﺕ ﺍﺳﺘﺨﺪﺍﻣﺎ‪‬ﺎ ﻭ ﺃﳘﻴﺘﻬﺎ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺆﺳﺴﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﻛﺬﺍ ﺍﳋﺪﻣﺎﺗﻴﺔ ﻭ ﺃﻫﻢ ﺍﻟﻨﻤﺎﺫﺝ ﺍﳌﺴﺘﺨﺪﻣﺔ‬
‫ﻟﺘﻘﻴﻴﻢ ﻭ ﻟﺘﺤﺴﲔ ﻓﻌﺎﻟﻴﺔ ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﻣﻦ ﻃﺮﻑ ﺍﳌﺆﺳﺴﺎﺕ‪.‬‬
‫‪ .1‬ﻣﻔﺎﻫﻴﻢ ﻋﺎﻣﺔ ﺣﻮﻝ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬
‫ﰲ ﻫﺬﺍ ﺍﶈﻮﺭ ﺳﻮﻑ ﻧﺘﻄﺮﻕ ﻟﺘﺎﺭﻳﺦ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻧﺘﻈﺎﺭﻛﻤﺎ ﺳﻮﻑ ﻧﻌﻄﻰ ﻣﻔﻬﻮﻡ ﻭ ﻛﻴﻔﻴﺔ ﻧﺸﻮﺀ ﺻﻒ ﺍﻧﺘﻈﺎﺭ‪.‬‬
‫‪ 1.1‬ﻧﺒﺬﺓ ﺗﺎﺭﳜﻴﺔ ﻟﻈﺎﻫﺮﺓ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﻋﺮﻓﺖ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻋﻠﻰ ﻳﺪ ‪ A.K. Erlang‬ﻋﺎﻡ ‪ 1903‬ﺑﻌﺪﻣﺎ ﻗﺎﻡ ﺑﺪﺭﺍﺳﺔ ﻣﺴﺄﻟﺔ ﺍﻻﺯﺩﺣﺎﻡ ﺍﳌﻮﺟﻮﺩﺓ ﻋﻠﻰ ﺧﻂ‬
‫ﺍﳍﺎﺗﻒ ﺣﻴﺚ ﺑﺪﺃ ﺑﺈﳚﺎﺩ ﺍﻟﻔﺘﺮﺍﺕ ﺍﻟﺰﻣﻨﻴﺔ ﻟﺘﺄﺟﻴﻞ ﺍﳌﻜﺎﳌﺎﺕ ﻧﻈﺮﺍ ﻻﻧﺸﻐﺎﻝ ﺍﳍﺎﺗﻒ‪ ،‬ﻭﻗﺪ ﺗﻄﻮﺭﺕ ﺩﺭﺍﺳﺎﺕ ‪ Erlang‬ﻣﻦ ﻗﺒﻞ ﻛﻞ ﻣﻦ‬
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‫‪ Molins‬ﻋﺎﻡ ‪ 1927‬ﻭ ‪ Thornton D.Fry‬ﻋﺎﻡ ‪ 1928‬ﻭ ﺑﻌﺪ ﺍﳊﺮﺏ ﺍﻟﻌﺎﳌﻴﺔ ﺍﻟﺜﺎﻧﻴﺔ ﰎ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻴﻬﺎ ﰲ ﺷﱴ ﺍ‪‬ﺎﻻﺕ‪.‬‬
‫‪ 2.1‬ﺗﻌﺮﻳﻒ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﻭ ﺫﻟﻚ ﺧﻼﻝ ﻓﺘﺮﺓ ﺯﻣﻨﻴﺔ‬ ‫ﺗﻌﺮﻑ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺑﺄ‪‬ﺎ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ) ﺍﻟﺰﺑﺎﺋﻦ ( ﺍﳌﻨﺘﻈﻤﺔ ﰲ ﺷﻜﻞ ﻃﺎﺑﻮﺭ ﻣﻨﺘﻈﺮﺓ ﺧﺪﻣﺔ ﻣﻌﻴﻨﺔ‬
‫ﻣﻌﻴﻨﺔ‪ 2.‬ﲣﺘﺺ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺑﻮﺿﻊ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﺮﻳﺎﺿﻴﺔ ﺍﻟﻼﺯﻣﺔ ﳊﻞ ﻣﺸﺎﻛﻞ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺘﺮﺍﻛﻢ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺍﻟﱵ ﺗﻨﺘﻈﺮ ﺩﻭﺭﻫﺎ‬
‫ﻃﺎﻟﺒﺔ ﺧﺪﻣﺔ ﻣﻌﻴﻨﺔ ﺧﻼﻝ ﻓﺘﺮﺓ ﻣﻌﻴﻨﺔ‪ ،‬ﻋﻠﻰ ﺃﻥ ﻳﻜﻮﻥ ﻭﺻﻮﻝ ﻫﺬﻩ ﺍﻟﻮﺣﺪﺍﺕ ﺇﱃ ﻣﻜﺎﻥ ﺃﺩﺍﺀ ﺍﳋﺪﻣﺔ ﻋﺸﻮﺍﺋﻴﺎ ﺗﺒﻌﺎ ﻟﺘﻮﺯﻳﻊ ﻣﻌﲔ‪ ،‬ﻛﻤﺎ ﺃﻥ‬
‫ﺍﻟﺰﻣﻦ ﺍﻟﻼﺯﻡ ﻷﺩﺍﺀ ﺍﳋﺪﻣﺔ ﻟﻜﻞ ﻭﺣﺪﺓ ﳝﻜﻦ ﺃﻥ ﺗﺄﺧﺬ ﺻﻔﺔ ﻋﺸﻮﺍﺋﻴﺔ ﺃﻳﻀﺎ ﺗﺒﻌﺎ ﻟﺘﻮﺯﻳﻊ ﻣﻌﲔ‪ ،‬ﲝﻴﺚ ﺗﻘﻮﻡ ﲝﺴﺎﺏ ﻣﺘﻮﺳﻂ ﻭﻗﺖ ﺍﻻﻧﺘﻈﺎﺭ‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺍﳋﺪﻣﺔ ﻭ ﻛﺬﺍ ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﻣﻨﺘﻈﺮﻳﻦ ﻃﺎﻟﺒﲔ ﺧﺪﻣﺔ ﻣﻌﻴﻨﺔ‪ ،‬ﻟﺬﻟﻚ ﳝﻜﻦ ﺍﻟﻘﻮﻝ ﺃ‪‬ﺎ ﺗﻘﺪﻡ ﺑﻄﺮﻳﻘﺔ ﺭﻳﺎﺿﻴﺔ ﺃﺳﻠﻮﺑﺎ ﻟﺘﻘﻴﻴﻢ‬
‫ﺑﺪﺍﺋﻞ ﺍﻟﺘﺼﻤﻴﻢ ﺍﳌﺨﺘﻠﻔﺔ ﳌﺮﺍﻛﺰ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ‪.‬‬
‫ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻲ ﻋﺒﺎﺭﺓ ﻋﻦ ﳕﺎﺫﺝ ﺭﻳﺎﺿﻴﺔ ﻣﻦ ﺿﻤﻦ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﺍﻟﱵ ﲢﺪﺩ ﻗﻴﺎﺱ ﺍﻷﺩﺍﺀ ﳊﺎﻟﺔ ﺻﻒ ﲟﺎ ﻓﻴﻬﺎ ﻣﻌﺪﻝ‬
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‫ﺯﻣﻦ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﻣﻌﺪﻝ ﻃﻮﻝ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ ) ﺻﻒ ( ﻛﻤﺎ ﺗﺴﺎﻋﺪ ﰲ ﺍﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻳﺔ ﻣﻦ ﺃﺟﻞ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﺍﳌﻄﻠﻮﺑﺔ‪.‬‬
‫‪ 3.1‬ﻛﻴﻔﻴﺔ ﻧﺸﻮﺀ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﺗﻨﺸﺄ ﻣﺸﻜﻠﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺇﺫﺍ ﻛﺎﻥ ﻣﻌﺪﻝ ﻭﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﺳﺮﻳﻌﺎ ﺑﺪﺭﺟﺔ ﺗﻔﻮﻕ ﻣﻌﺪﻝ ﺃﺩﺍﺀ ﺍﳋﺪﻣﺔ ﻟﻠﺰﺑﻮﻥ ﺍﻟﻮﺍﺣﺪ‪ ،‬ﻭﻛﺬﻟﻚ ﰲ‬
‫ﻛﻮﻥ ﻣﻌﺪﻝ ﺃﺩﺍﺀ ﺍﳋﺪﻣﺔ ﺃﺳﺮﻉ ﻣﻦ ﻣﻌﺪﻝ ﻭﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﺣﻴﺚ ﻳﺒﻘﻰ ﺑﻌﺾ ﻣﻮﺍﻗﻊ ﺗﺄﺩﻳﺔ ﺍﳋﺪﻣﺔ ﻋﺎﻃﻠﺔ ﻋﻦ ﺍﻟﻌﻤﻞ‪ ،‬ﰲ ﻛﻼ ﺍﳊﺎﻟﺘﲔ ﺳﻮﺍﺀ‬
‫ﻛﺎﻧﺖ ﺍﳌﺸﻜﻠﺔ ﺗﺘﻌﻠﻖ ﺑﺎﻧﺘﻈﺎﺭ ﺍﻟﻮﺣﺪﺍﺕ ) ﺍﻟﺰﺑﺎﺋﻦ ( ﺃﻭ ﻣﻘﺪﻣﻲ ﺍﳋﺪﻣﺔ ﻓﺈﻥ ﻫﺬﻩ ﺍﳌﺸﻜﻠﺔ ﺗﺘﺮﺗﺐ ﻋﻠﻴﻬﺎ ﺗﻜﺎﻟﻴﻒ ﻟﺬﺍ ﺗﺴﺘﻮﺟﺐ ﺩﺭﺍﺳﺘﻬﺎ ﻣﻦ‬
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‫ﺃﺟﻞ ﺍﻟﺘﻘﻠﻴﻞ ﻣﻨﻬﺎ ﺇﱃ ﺃﺩﱏ ﻣﺴﺘﻮﻯ ﳑﻜﻦ‪.‬‬
‫‪ 2‬ﺃﳘﻴﺔ ﻧﻈﺮﻳﺔ ﻭ ﳎﺎﻻﺕ ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬
‫ﺳﻮﻑ ﻧﺴﻌﻰ ﰲ ﻫﺬﺍ ﺍﶈﻮﺭ ﺇﱃ ﺇﺑﺮﺍﺯ ﺃﳘﻴﺔ ﺩﺭﺍﺳﺔ ﺣﺎﻻﺕ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﻛﺬﺍ ﺃﻫﻢ ﳎﻼﺕ ﺗﻄﺒﻴﻘﻬﺎ‬

‫‪ 1.2‬ﺃﳘﻴﺔ ﺩﺭﺍﺳﺔ ﺣﺎﻻﺕ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬

‫ﺗﻌﺘﱪ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﺃﳘﻴﺔ ﺑﺎﻟﻐﺔ ﻧﺘﻴﺠﺔ ﻟﻠﺘﻜﺎﻟﻴﻒ ﺍﻟﻨﺎﲨﺔ ﻣﻦ ﺍﻻﻧﺘﻈﺎﺭ ﺣﻴﺚ ﺗﻈﻬﺮ ﺃﳘﻴﺔ ﺩﺭﺍﺳﺔ ﺣﺎﻻﺕ ﺻﻔﻮﻑ‬
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‫ﺍﻻﻧﺘﻈﺎﺭ ﰲ ‪:‬‬
‫‪ -‬ﻋﺠﺰ ﻗﻨﻮﺍﺕ ﺍﳋﺪﻣﺔ ﰲ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻣﻦ ﺗﻠﺒﻴﺔ ﻃﻠﺒﺎﺕ ﺍﻟﺰﺑﺎﺋﻦ ﺑﺸﻜﻞ ﻣﻘﺒﻮﻝ ﻭ ﻫﺬﺍ ﻣﺎ ﻳﺆﺩﻱ ﺇﱃ ﺗﺸﻜﻞ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ‪ ،‬ﻭ‬
‫ﻣﻦ ﻫﻨﺎ ﻻ ﺑﺪ ﻣﻦ ﺩﺭﺍﺳﺔ ﺣﺎﻟﺔ ﻟﺘﺤﺪﻳﺪ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ﺍﳋﺪﻣﺔ ﺍﳌﻼﺋﻤﺔ ﻟﺘﻠﺒﻴﺔ ﺍﳋﺪﻣﺎﺕ ﺍﻟﺰﺑﺎﺋﻦ ﺑﺸﻜﻞ ﺃﺣﺴﻦ‪.‬‬
‫‪ -‬ﺍﳔﻔﺎﺽ ﻃﻠﺐ ﺍﳋﺪﻣﺔ ﳑﺎ ﻳﺆﺩﻱ ﺇﱃ ﺑﻘﺎﺀ ﺍﳋﺪﻣﺔ ﻋﺎﻃﻠﺔ ﻣﻌﻈﻢ ﺍﻟﻮﻗﺖ‪ ،‬ﻭ ﻫﻨﺎ ﺗﻈﻬﺮ ﺍﳊﺎﺟﺔ ﻟﻨﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﺫﻟﻚ ﳌﻨﻊ‬
‫ﻫﺪﺭ ﰲ ﺍﳌﻮﺍﺭﺩ‪.‬‬
‫ﺇﻥ ﺗﻄﺒﻴﻖ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪‬ﺪﻑ ﺇﱃ ﲣﻔﻴﺾ ﺗﻜﺎﻟﻴﻒ ﺍﻟﻄﺎﻗﺔ ﺍﻟﻌﺎﻃﻠﺔ ﻭ ﻛﺬﺍ ﲣﻔﻴﺾ ﺗﻜﺎﻟﻴﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻛﻤﺎ ﺗﻘﻮﻡ ﺑﺘﺤﺪﻳﺪ‬
‫ﻣﺘﻮﺳﻂ ﺯﻣﻦ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﺇﺿﺎﻓﺔ ﺇﱃ ﺫﻟﻚ ﺗﻘﻮﻡ ﺑﺘﻘﻴﻴﻢ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﻭ ﻣﻘﺎﺭﻧﺘﻬﺎ ﻣﻊ ﻣﻨﺎﻓﺴﻴﻬﺎ‬
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‫ﰲ ﺍﻟﺴﻮﻕ‪.‬‬
‫‪ 2.2‬ﺃﻫﻢ ﳎﺎﻻﺕ ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﳍﺎ ﺗﻄﺒﻴﻘﺎﺕ ﻭﺍﺳﻌﺔ ﰲ ﳐﺘﻠﻒ ﳎﺎﻻﺕ ﻓﻨﺤﻦ ﲨﻴﻌﺎ ﻧﻮﺍﺟﻪ ﻫﺬﻩ ﺍﳌﺸﻜﻠﺔ ﰲ ﺍﳊﻴﺎﺓ ﺍﻟﻴﻮﻣﻴﺔ ﻟﺬﺍ ﺳﻮﻑ ﻧﺬﻛﺮ‬
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‫ﺑﻌﻀﺎ ﻣﻨﻬﺎ ﻭﻫﻲ ﻛﺎﻟﺘﺎﱄ ‪:‬‬
‫‪ -‬ﻳﺴﺘﺨﺪﻡ ﺃﺳﻠﻮﺏ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺑﺸﻜﻞ ﻭﺍﺳﻊ ﰲ ﳎﺎﻝ ﺍﳋﺪﻣﺎﺕ ﻋﻠﻰ ﺳﺒﻴﻞ ﺍﳌﺜﺎﻝ ﺍﳌﺼﺎﺭﻑ‪ ،‬ﺍﳌﻄﺎﻋﻢ‪ ،‬ﺻﺎﻟﻮﻥ ﺍﳊﻼﻗﺔ‪،‬‬
‫ﻣﻜﺎﺗﺐ ﺍﻟﱪﻳﺪ‪........ ،‬ﺍﱁ‪.‬‬
‫‪ -‬ﺗﺴﺘﺨﺪﻡ ﻧﻈﺮﻳﺔ ﻟﺼﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﳎﺎﻝ ﺍﻟﻨﻘﻞ ﻓﻤﻦ ﺍﳌﻤﻜﻦ ﺃﻥ ﺗﻜﻮﻥ ﻭﺳﺎﺋﻞ ﺍﻟﻨﻘﻞ ﻫﻲ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﻄﺎﻟﺒﺔ ﻟﻠﺨﺪﻣﺔ ﻣﺜﻞ‬
‫ﺷﺎﺣﻨﺎﺕ ﺃﻭ ﺍﻟﺴﻔﻦ ﻓﻬﻲ ﺗﻨﺘﻈﺮ ﺩﻭﺭﻫﺎ ﻟﺘﺤﻤﻴﻞ ﺃﻭ ﺗﻔﺮﻳﻎ ﺃﻭ ﻃﺎﺋﺮﺍﺕ ﺗﻨﺘﻈﺮ ﻫﺒﻮﻁ ﺃﻭ ﺍﻹﻗﻼﻉ‪ ،‬ﻛﻤﺎ ﳝﻜﻦ ﺃﻥ ﺗﻜﻮﻥ ﻭﺳﺎﺋﻞ‬
‫ﺍﻟﻨﻘﻞ ﻫﻲ ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ ﻣﺜﻼ ﺳﻴﺎﺭﺍﺕ ﺍﻷﺟﺮﺓ‪ ،‬ﺳﻴﺎﺭﺍﺕ ﺍﻹﺳﻌﺎﻑ ‪......‬ﺍﱁ‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﻛﻤﺎ ﺃﻥ ﻫﻨﺎﻟﻚ ﺃﻣﺜﻠﺔ ﻋﺪﻳﺪﺓ ﻟﺼﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻣﺜﻞ ﺍﻧﺘﻈﺎﺭ ﺍﻵﻻﺕ ﺍﻟﻌﺎﻃﻠﺔ ) ﻭﺣﺪﺍﺕ ﻃﺎﻟﺒﺔ ﻟﻠﺨﺪﻣﺔ ( ﺑﻐﺮﺽ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﳍﺎ ﺃﻱ‬
‫ﺗﺼﻠﻴﺤﻬﺎ ﻣﻦ ﻃﺮﻑ ﺍﳌﺼﻠﺢ ) ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ( ﻭ ﻛﺬﻟﻚ ﳒﺪ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﺍﳌﺴﺘﺸﻔﻴﺎﺕ ﺣﻴﺚ ﻳﻨﺘﻈﺮ ﺍﳌﺮﺿﻰ ﺗﻘﺪﱘ ﳍﻢ ﺍﳋﺪﻣﺔ‬
‫ﺍﻟﺼﺤﻴﺔ ﻣﻦ ﻃﺮﻑ ﺍﻷﻃﺒﺎﺀ‪ ،‬ﺳﻴﺎﺭﺍﺕ ﺍﻹﺳﻌﺎﻑ‪ ،‬ﳑﺮﺿﺎﺕ ‪.....‬ﺍﱁ ﻣﻊ ﻛﻞ ﻫﺬﻩ ﺍ‪‬ﻼﺕ ﺍﻟﱵ ﰎ ﺫﻛﺮﻫﺎ ﻓﺈﻧﻨﺎ ﱂ ﻧﺬﻛﺮﻫﺎ ﲨﻴﻌﺎ ﻭ ﺇﳕﺎ‬
‫ﺃﺷﺮﻧﺎ ﺇﱃ ﺟﺰﺀ ﻣﻨﻬﺎ ﻓﻘﻂ ﻭ ﺗﺒﻘﻰ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﺍﻻﻧﺘﺸﺎﺭ ﺍﻟﻮﺍﺳﻊ ﻭ ﺍﳌﻌﺘﻤﺪ ﰲ ﳐﺘﻠﻒ ﺍ‪‬ﺎﻻﺕ‪.‬‬
‫‪ .3‬ﺍﻟﻌﻨﺎﺻﺮ ﺍﻟﺮﺋﻴﺴﻴﺔ ﻭ ﺧﺼﺎﺋﺺ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬
‫‪ 1.3‬ﺍﻟﻌﻨﺎﺻﺮ ﺍﻟﺮﺋﻴﺴﻴﺔ ﻟﻈﺎﻫﺮﺓ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﺗﺘﻜﻮﻥ ﻇﺎﻫﺮﺓ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻣﻦ ﺛﻼﺙ ﻋﻨﺎﺻﺮ ﺃﺳﺎﺳﻴﺔ ﻭ ﻫﻲ ﻛﺎﻟﺘﺎﱄ ‪:‬‬
‫‪1.1.3‬ﻭﺻﻮﻝ ﺍﻟﻮﺣﺪﺍﺕ ‪ :‬ﻳﻜﻮﻥ ﻋﻠﻰ ﺷﻜﻞ ﻓﺘﺮﺍﺕ ﺯﻣﻨﻴﺔ ﻣﻨﺘﻈﻤﺔ ﺃﻭ ﻏﲑ ﻣﻨﺘﻈﻤﺔ ﺇﱃ ﻧﻘﺎﻁ ﺗﺪﻋﻰ ﻣﺮﺍﻛﺰ ) ﻗﻨﻮﺍﺕ( ﺍﳋﺪﻣﺔ ﻛﻤﺜﺎﻝ‬
‫ﻋﻠﻰ ﺫﻟﻚ ﻭﺻﻮﻝ ﺍﻟﺸﺎﺣﻨﺎﺕ ﺇﱃ ﻣﻮﻗﻊ ﺍﻟﺘﺤﻤﻴﻞ‪ ،‬ﺩﺧﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﺇﱃ ﻣﺮﺍﻛﺰ ﺍﻟﺘﺠﺎﺭﻳﺔ ‪.....‬ﺍﱁ ﻛﻞ ﻫﺬﻩ ﺍﻟﻮﺣﺪﺍﺕ ﺗﺪﻋﻰ ﻭﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ‬
‫‪2.1.3‬ﻣﺮﺍﻛﺰ ) ﻗﻨﻮﺍﺕ ( ﺍﳋﺪﻣﺔ ‪ :‬ﻫﻲ ﺍﳌﻮﻗﻊ ﺍﻟﱵ ﺗﻘﻮﻡ ﺑﺘﻘﺪﱘ ﺍﳋﺪﻣﺔ ﻟﻠﻮﺣﺪﺍﺕ ﺍﻟﻄﺎﻟﺒﺔ ﺍﳋﺪﻣﺔ ) ﺍﻟﺰﺑﻮﻥ (‪ ،‬ﺇﺫﺍ ﻛﺎﻥ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﻏﲑ‬
‫ﻣﺸﻐﻮﻝ ﻓﺈﻥ ﺯﺑﻮﻥ ﺍﻟﻮﺍﺻﻞ ﺳﻮﻑ ﳜﺪﻡ ﻣﺒﺎﺷﺮﺓ ﻭ ﺇﺫﺍ ﻛﺎﻥ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﻣﺸﻐﻮﻝ ﻓﺈﻥ ﻋﻠﻰ ﺍﻟﺰﺑﻮﻥ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﺍﳋﻂ ﺇﱃ ﺃﻥ ﻳﺘﻢ ﺗﻘﺪﱘ ﻟﻪ‬
‫ﺍﳋﺪﻣﺔ ﻭ ﺑﻌﺪ ﺇﻛﻤﺎﻝ ﺍﳋﺪﻣﺔ ﺳﻮﻑ ﻳﻐﺎﺩﺭ ﺍﻟﻨﻈﺎﻡ‪.‬‬
‫ﻣﺴﺄﻟﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺗﺘﻜﻮﻥ ﻋﻨﺪﻣﺎ ﻳﻀﻄﺮ ﺍﻟﺰﺑﻮﻥ ﺇﱃ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﺍﻟﺼﻒ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪3.1.3‬ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ‪ :‬ﳝﺜﻞ ﻋﺪﺩ ﺍﻟﺰﺑﺎﺋﻦ ﺍﳌﻨﺘﻈﺮﺓ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺍﳋﺪﻣﺔ ) ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﻄﺎﻟﺒﺔ ﻟﻠﺨﺪﻣﺔ( ﲝﻴﺚ ﺍﻟﺼﻒ ﻻ ﻳﺘﻀﻤﻦ‬
‫ﺍﻟﺰﺑﻮﻥ ﺍﻟﺬﻱ ﻳﺘﻢ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﻟﻪ‪.‬‬
‫‪8‬‬
‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ ) ‪ : ( 01‬ﺍﳌﺨﻄﻂ ﻟﻠﻌﻨﺎﺻﺮ ﺍﻟﻨﻈﺎﻡ ﻟﺼﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬

‫‪1‬‬

‫وﺻﻮل‬ ‫‪2‬‬
‫ﻤﻐﺎﺩﺭﺓ ﺯﺒﺎﺌﻥ‬
‫× ×‬ ‫×‬ ‫×‬ ‫×‬

‫‪3‬‬ ‫ﻤﻐﺎﺩﺭﺓ ﺯﺒﺎﺌﻥ‬

‫اﻟﺰﺑﺎﺋﻦ‬ ‫ﺨﻁ ﺍﻻﻨﺘﻅﺎﺭ‬

‫ﺍﻟﻨﻅﺎﻡ‬
‫ﺍﳌﺼﺪﺭ ‪ :‬ﺣﺎﻣﺪ ﺳﻌﺪ ﻧﻮﺭ ﺍﻟﺸﻤﺮﰐ ﻭ ﻋﻠﻲ ﺧﻠﻴﻞ ﺍﻟﺰﺑﻴﺪﻱ‪ ،‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ ‪457‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪2.3‬ﺧﺼﺎﺋﺺ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬

‫ﻣﻦ ﺍﳋﺼﺎﺋﺺ ﺍﻟﺮﺋﻴﺴﻴﺔ ﻟﻨﻤﺎﺫﺝ ﺍﻻﻧﺘﻈـﺎﺭ ﻫــﻲ ‪:‬‬
‫‪ 1.2.3‬ﻣﺼﺪﺭ ﺍﻟﻮﺍﺻﻠﲔ ‪:‬‬
‫‪9‬‬
‫ﻳﻮﺟﺪ ﺍﺣﺘﻤﺎﻟﲔ ﻟﺘﺤﺪﻳﺪ ﻣﺼﺪﺭ ﺍﻷﻓﺮﺍﺩ ﺍﻟﻮﺍﺻﻠﲔ ﺇﻣﺎ ﻣﺼﺪﺭ ﻏﲑ ﳏﺪﺩ ﺃﻭ ﻣﺼﺪﺭ ﳏﺪﺩ‬
‫‪-‬ﻣﺼﺪﺭ ﻏﲑ ﳏﺪﺩ‪ :‬ﰲ ﻫﺬﺍ ﻣﺼﺪﺭ ﻳﺘﺠﺎﻭﺯ ﻋﺪﺩ ﻭﺍﺻﻠﲔ ﻃﺎﻗﺔ ﻧﻈﺎﻡ ﻣﺜﻞ ﺍﻷﺳﻮﺍﻕ ﺍﻟﻜﺒﲑﺓ‪ ،‬ﳐﺎﺯﻥ ﺍﻷﺩﻭﻳﺔ‪ ،‬ﻣﺴﺎﺭﺡ ‪......‬ﺍﱁ‪،‬‬
‫ﰲ ﻫﺬﻩ ﺍﳊﺎﻟﺔ ﻻ ﳝﻜﻨﻨﺎ ﺃﻥ ﳓﺪﺩ ﻋﺪﺩ ﺍﻟﻮﺍﺻﻠﲔ ﻷﻧﻪ ﻋﺪﺩ ﻛﺒﲑ ﻭ ﳝﻜﻨﻬﻢ ﰲ ﺃﻱ ﻭﻗﺖ ﺃﻥ ﻳﻄﻠﺒﻮﺍ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪-‬ﻣﺼﺪﺭ ﻣـــــﺤﺪﺩ ‪ :‬ﰲ ﻫﺬﺍ ﺍﳌﺼﺪﺭ ﻳﻜﻮﻥ ﻛﻞ ﻣﻘﺪﻡ ﺍﳋﺪﻣﺔ ﻣﺴﺆﻭﻝ ﻋﻦ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﻟﻌﺪﺩ ﳏﺪﻭﺩ ﻣﻦ ﺍﻟﺰﺑﺎﺋﻦ ﻣﺜﻞ‬
‫ﺍﳌﻤﺮﺿﺔ ﻣﺴﺆﻭﻟﺔ ﻋﻦ ﺗﻘﺪﱘ ﺧﺪﻣﺔ ﻟﻌﺪﺩ ﳏﺪﺩ ﻣﻦ ﺍﻷﺳﺮﻯ‪.‬‬
‫‪2.2.3‬ﺗﻮﺯﻳﻊ ﺍﻟﻮﺻﻮﻝ ‪:‬‬
‫ﻧﻘﺼﺪ ﺑﻪ ﳕﻂ ﺍﻟﻘﺎﻋﺪﺓ ﻭﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﺇﱃ ﺍﻟﻨﻈﺎﻡ ﳑﻜﻦ ﺃﻥ ﻳﻜﻮﻥ ﻋﻠﻰ ﺷﻜﻞ ﻓﺘﺮﺍﺕ ﺯﻣﻨﻴﺔ ﻣﺘﺴﺎﻭﻳﺔ ﺃﻭ ﻋﻠﻰ ﺷﻜﻞ ﻓﺘﺮﺍﺕ ﺯﻣﻨﻴﺔ ﻏﲑ‬
‫ﻣﺘﺴﺎﻭﻳﺔ ﺃﻱ ﻭﺻﻮﻝ ﻋﺸﻮﺍﺋﻲ‪ ،‬ﻟﺬﻟﻚ ﻳﺘﻢ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ﻟﻮﺻﻒ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﻭ ﺃﻛﺜﺮ ﻫﺬﻩ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﺳﺘﺨﺪﺍﻣﺎ ﻫﻮ‬
‫ﺗﻮﺯﻳﻊ ﺑﻮﺍﺳﻮﻥ‪.‬‬
‫ﺣﺴﺎﺏ ﻣﺘﻮﺳﻂ ﻋﺪﺩ‬ ‫ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ‪ :‬ﻫﻮ ﻋﺒﺎﺭﺓ ﻋﻦ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﻮﺍﺭﺩﺓ ﻟﻄﻠﺐ ﺍﳋﺪﻣﺔ ﺧﻼﻝ ﻭﺣﺪﺓ ﺍﻟﺰﻣﻦ ﻭ ﻏﺎﻟﺒﺎ ﻣﺎ ﻳﺘﻢ‬
‫ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﻮﺍﺭﺩﺓ ﺧﻼﻝ ﻭﺣﺪﺓ ﺍﻟﺰﻣﻦ‪.‬‬
‫‪10‬‬
‫‪ 3.2.3‬ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ﺍﳋﺪﻣﺔ ‪:‬‬
‫ﲣﺘﻠﻒ ﺑﺎﺧﺘﻼﻑ ﻧﻮﻋﻴﺔ ﺍﳋﺪﻣﺔ ﺍﳌﻘﺪﻣﺔ ‪ ،‬ﻓﻴﻤﻜﻦ ﻟﻨﻈﺎﻡ ﺃﻥ ﻳﻜﻮﻥ ﺫﻭ ﻗﻨﺎﺓ ﺧﺪﻣﺔ ﻣﻔﺮﺩﺓ ﻛﻤﺎ ﳝﻜﻨﻪ ﺃﻥ ﻳﻜﻮﻥ ﺫﻭ ﻗﻨﻮﺍﺕ ﻣﺘﻌﺪﺩﺓ ﻭ‬
‫ﻛﺬﻟﻚ ﳝﻜﻦ ﻟﺰﺑﻮﻥ ﺃﻥ ﳛﺼﻞ ﻋﻠﻰ ﺍﳋﺪﻣﺔ ﻋﻠﻰ ﻣﺮﺣﻠﺔ ﻭﺍﺣﺪﺓ ﺃﻭ ﻋﺪﺓ ﻣﺮﺍﺣﻞ‪.‬‬
‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ ) ‪ : ( 02‬ﺍﳌﺨﻄﻂ ﻣﺮﺍﺣﻞ ﺃﻧﻈﻤﺔ ﺍﻻﻧﺘﻈﺎﺭ‬

‫ﺍ‬

‫ﺍﳌﺼﺪﺭ ‪ :‬ﺟﻼﻝ ﺇﺑﺮﺍﻫﻴﻢ ﺍﻟﻌﺒﺪ ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ ‪.428‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪4.2.3‬ﺗﻮﺯﻳﻊ ﺍﳋـﺪﻣـﺔ ‪:‬‬

‫ﻧﻘﺼﺪ ﺑﻪ ﳕﻂ ﺃﻭ ﻗﺎﻋﺪﺓ ﻣﻐﺎﺩﺭﺓ ﺍﻟﺰﺑﺎﺋﻦ ﺍﻟﻨﻈﺎﻡ ﻭ ﳝﺜﻞ ﻭﻗﺖ ﺍﳋﺪﻣﺔ ﺃﻱ ﺍﻟﻔﺘﺮﺓ ﺍﻟﺰﻣﻨﻴﺔ ﺑﲔ ﺧﺪﻣﺘﲔ ﻣﺘﺘﺎﻟﻴﺘﲔ ﻭ ﺍﻟﱵ ﻗﺪ ﺗﻜﻮﻥ‬
‫ﺛﺎﺑﺖ ﺃﻭ ﻋﺸﻮﺍﺋﻴﺔ‪ ،‬ﻭ ﺃﻏﻠﺐ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺗﻔﺮﺽ ﺃﻥ ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ﻳﺘﻮﺯﻉ ﻋﺸﻮﺍﺋﻴﺎ ﲟﻮﺟﺐ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻷﺳﻲ‪.‬‬
‫ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ‪ :‬ﻫﻮ ﻋﺒﺎﺭﺓ ﻋﻦ ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﺍﳌﺨﺪﻭﻣﺔ ﺧﻼﻝ ﻭﺣﺪﺓ ﺍﻟﺰﻣﻦ‪ ،‬ﺇﱃ ﺃﻥ ﻫﻨﺎﻟﻚ ﻋﻮﺍﻣﻞ ﻋﺪﻳﺪﺓ ﺗﺆﺛﺮ ﻋﻠﻰ‬
‫ﻣﻌﺪﻝ ﺍﳒﺎﺯ ﻣﺜﻞ ﺍﻻﺳﺘﻌﺎﻧﺔ ﲟﻌﺪﺍﺕ ﺟﺪﻳﺪﺓ ﺃﻭ ﻣﺘﻄﻮﺭﺓ‪.‬‬
‫‪5.2.3‬ﻧﻈﺎﻡ ﺍﳋﺪﻣﺔ ‪ :‬ﳝﻜﻦ ﺗﺼﻨﻴﻒ ﻧﻈﺎﻡ ﺍﳋﺪﻣﺔ ﺇﱃ ﻣﺎﱄ ‪:‬‬
‫‪ ‬ﻣﻦ ﻳﺄﰐ ﺃﻭﻻ ﳜﺪﻡ ﺃﻭﻻ‬
‫‪ ‬ﻣﻦ ﻳﺄﰐ ﺃﺧﲑﺍ ﳜﺪﻡ ﺃﻭﻻ‬
‫‪ ‬ﺍﻟﻘﺎﻋﺪﺓ ﺍﻟﻌﺸﻮﺍﺋﻴﺔ ‪ :‬ﺃﻱ ﻳﺘﻢ ﺧﺪﻣﺔ ﺍﻟﻮﺣﺪﺍﺕ ﺩﻭﻥ ﺍﻻﺳﺘﻨﺎﺩ ﺇﱃ ﺃﻳﺔ ﻗﺎﻋﺪﺓ‬
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‫‪ ‬ﺍﻟﻘﺎﻋﺪﺓ ﺍﻷﺳﺒﻘﻴﺔ ‪ :‬ﺃﻱ ﺧﺪﻣﺔ ﺍﻟﻮﺣﺪﺓ ﺍﻟﱵ ﳍﺎ ﺍﻷﻓﻀﻠﻴﺔ ﺣﺴﺐ ﻣﻌﺎﻳﲑ ﻣﻌﻴﻨﺔ‬
‫‪.4‬ﺃﻫـﻢ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ﺍﳌﺴﺘﺨﺪﻣﺔ ﰲ ﻧﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﰲ ﻏﺎﻟﺐ ﺍﻷﺣﻴﺎﻥ ﳒﺪ ﺗﻠﻚ ﺍﻟﻘﻴﻢ ﺍﻟﻌﺸﻮﺍﺋﻴﺔ ﲣﻀﻊ ﺇﱃ ﻧﻮﻋﲔ ﻣﻦ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ‪ ،‬ﻓﻮﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﻛﺜﲑﺍ ﻣﺎ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ‬
‫ﺍﻟﺒﻮﺍﺳﻮﱐ ﺃﻣﺎ ﺃﻭﻗﺎﺕ ﺍﳋﺪﻣﺔ ﻓﻬﻲ ﺗﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ ﻭ ﻟﻜﻦ ﻫﺬﺍ ﻻ ﻳﻨﻔﻲ ﺃﻧﻪ ﻫﻨﺎﻟﻚ ﺗﻮﺯﻳﻌﺎﺕ ﺍﺣﺘﻤﺎﻟﻴﺔ ﺃﺧﺮﻯ ﳝﻜﻦ ﺃﻥ‬
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‫ﺗﺘﺒﻌﻬﺎ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﻭ ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪1.4‬ﺍﻟﺘﻮﺯﻳﻊ ﺍﻟﺒﻮﺍﺳﻮﱐ ‪:‬‬
‫ﻧﻘﻮﻝ ﺃﻥ ﻭﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﺇﱃ ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻟﺒﻮﺍﺳﻮﱐ ﺇﺫﺍ ﺗﻮﻓﺮﺕ ﺍﻟﺸﺮﻭﻁ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬
‫‪ -‬ﺇﻥ ﺍﺣﺘﻤﺎﻝ ﲢﻘﻖ ﺣﺪﺙ ﰲ ﺍﻟﻔﺘﺮﺓ ‪ t‬ﻳﻌﺘﻤﺪ ﻓﻘﻂ ﻋﻠﻰ ﻃﻮﻝ ﺍﻟﻔﺘﺮﺓ‪.‬‬
‫‪ -‬ﻋﺪﺩ ﺍﳊﻮﺍﺩﺙ ﺍﻟﻮﺍﻗﻌﺔ ﰲ ﺍﻟﻔﺘﺮﺓ ﻣﻌﻴﻨﺔ ﻣﺴﺘﻘﻞ ﻋﻦ ﻋﺪﺩ ﺍﳊﻮﺍﺩﺙ ﰲ ﺍﻟﻔﺘﺮﺍﺕ ﺍﻟﺴﺎﺑﻘﺔ‪.‬‬
‫‪ -‬ﺍﺣﺘﻤﺎﻝ ﲢﻘﻖ ﺣﺪﺛﲔ ﰲ ﻧﻔﺲ ﺍﻟﻮﻗﺖ ﺻﻐﲑ ﺟﺪﺍ‪.‬‬
‫= )‪P (t‬‬ ‫ﺍﻟﺼﻴﻐﺔ ﺍﻟﻌﺎﻣﺔ ﻟﻘﺎﻧﻮﻥ ﺑﻮﺍﺳﻮﻥ ﻋﻠﻰ ﺍﻟﺸﻜﻞ ﺍﻟﺘﺎﱄ ‪:‬‬
‫!‬
‫ﲝﻴﺚ ‪ : λ :‬ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﻟﻜﻞ ﻭﺣﺪﺓ ﺯﻣﻨﻴﺔ‬
‫‪ : n‬ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻔﺘﺮﺓ ﺍﶈﺪﺩﺓ‬
‫‪P (t) = μ e‬‬ ‫‪μ‬‬
‫‪ 2.4‬ﺍﻟﺘﻮﺯﻳﻊ ﺍﻷﺳﻲ ‪ :‬ﻳﺴﺘﺨﺪﻡ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻷﺳﻲ ﰲ ﺩﺭﺍﺳﺔ ﺃﻭﻗﺎﺕ ﺍﳋﺪﻣﺔ ﻭ ﻫﻮ ﻳﻌﺮﻑ ﺑﺎﻟﺼﻴﻐﺔ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬
‫‪ ∶ μ‬ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﱵ ﳝﻜﻦ ﺃﻥ ﺗﻘﺪﻡ ﳍﺎ ﺍﳋﺪﻣﺔ ﻟﻜﻞ ﻭﺣﺪﺓ ﺯﻣﻨﻴﺔ‪.‬‬
‫‪VI‬‬
‫‪ .5‬ﺍﻟﺘﺤﻠﻴﻞ ﺍﻻﻗﺘﺼﺎﺩﻱ ‪:‬‬
‫ﻭ ﺍﻟﺘﻜﻠﻔﺔ ﺍﻟﻜﻠﻴﺔ‬ ‫ﺇﻥ ﺍﳍﺪﻑ ﻣﻦ ﲢﻠﻴﻞ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻮ ﺗﺪﻧﻴﻪ ﺍﻟﺘﻜﻠﻔﺔ ﺍﻟﻜﻠﻴﺔ ﻭ ﺍﻟﺘﻮﺻﻞ ﺇﱄ ﻣﺴﺘﻮﻱ ﺍﳋﺪﻣﺔ ﺍﻷﻣﺜﻞ‪،‬‬
‫ﺗﻨﻘﺴﻢ ﺇﱃ ﳎﻤﻮﻋﺘﲔ ﺃﺳﺎﺳﻴﺘﲔ ﻣﻦ ﺍﻟﺘﻜﺎﻟﻴﻒ‪ ،‬ﺍﻷﻭﻝ ﺗﺘﻤﺜﻞ ﰲ ﺍﻟﺘﻜﺎﻟﻴﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻋﻤﻼﺀ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺧﺪﻣﺔ ﻭ ﺍﻟﺘﻜﻠﻔﺔ ﺍﻟﺜﺎﻧﻴﺔ ﺍﳋﺎﺻﺔ‬
‫ﺍﻟﻄﺎﻗﺔ ﺃﻭ ﺍﳋﺪﻣﺔ ‪.‬‬
‫‪ ‬ﺗﻜﺎﻟﻴﻒ ﺍﻟﻄﺎﻗﺔ ) ﺍﳋﺪﻣﺔ (‪ :‬ﻫﻲ ﺗﻠﻚ ﺍﻟﺘﻜﺎﻟﻴﻒ ﺍﳋﺎﺻﺔ ﺑﺎﻟﺘﺸﻐﻴﻞ ﻣﺜﻞ ﺃﺟﻮﺭ ﺍﻟﻌﻤﺎﻝ‪....... ،‬ﺍﱁ‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

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‫‪ ‬ﺗﻜﺎﻟﻴﻒ ﺍﻻﻧﺘﻈﺎﺭ‪ :‬ﻫﻲ ﺗﻠﻚ ﺍﻟﺘﻜﺎﻟﻴﻒ ﺍﳋﺎﺻﺔ ﺑﺎﻟﻮﺣﺪﺍﺕ ﺍﳌﻨﺘﻈﺮﻳﻦ ﻟﻠﺨﺪﻣﺔ‪.‬‬
‫ﺇﻥ ﺍﳍﺪﻑ ﺍﻟﺮﺋﻴﺴﻲ ﻣﻦ ﲢﻠﻴﻞ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻮ ﺗﻮﺍﺯﻥ ﺗﻜﻠﻔﺔ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﻭ ﺗﻜﻠﻔﺔ ﺍﻧﺘﻈﺎﺭ ﺍﻟﻌﻤﻼﺀ‪.‬‬
‫‪ :‬ﺗـﻤﺜـﻞ ﺗﻜﻠﻔﺔ ﺍﻻﻧﺘﻈﺎﺭ‬
‫‪ :‬ﲤﺜﻞ ﺗﻜﻠﻔﺔ ﺍﳋﺪﻣﺔ ) ﺗﻜﻠﻔﺔ ﺍﻟﻄﺎﻗﺔ (‬
‫‪ :‬ﲤﺜﻞ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ‬
‫‪ :‬ﲤﺜﻞ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ‬
‫‪ :‬ﲤﺜﻞ ﺇﲨﺎﱄ ﺍﻟﺘﻜﻠﻔﺔ‬

‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ ) ‪ :( 03‬ﺍﻟﻌﻼﻗﺔ ﺑﲔ ﺗﻜﻠﻔﺔ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ) ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ (‬

‫ﺘﻜﻠﻔﺔ‬

‫ﻋﺩﺩ‬
‫ﺍﳌﺼﺪﺭ‪ :‬ﺳﻠﻴﻤﺎﻥ ﳏﻤﺪ ﻣﺮﺟﺎﻥ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ‪.258‬‬
‫‪ -‬ﻧﻼﺣﻆ ﻣﻦ ﺧﻼﻝ ﺍﻟﺸﻜﻞ ﺃﻥ ﻛﻠﻤﺎ ﺯﺍﺩﺕ ﺍﻟﻄﺎﻗﺔ ﺃﻭ ﺍﳋﺪﻣﺔ ﺃﻱ ﺍﺭﺗﻔﻌﺖ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ) ﲢﺴﻦ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ ( ﻛﻠﻤﺎ‬
‫ﺍﳔﻔﻀﺖ ﻋﺪﺩ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺻﻒ ﺍﻧﺘﻈﺎﺭ)ﺃﻱ ﺍﳔﻔﺾ ﺯﻣﻦ ﺍﻻﻧﺘﻈﺎﺭ( ‪ ،‬ﻭ ﻫﺬﺍ ﻳﺆﺩﻱ ﺇﱃ ﺍﳔﻔﺎﺽ ﺗﻜﻠﻔﺔ ﺍﻻﻧﺘﻈﺎﺭ ‪.‬‬
‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ ) ‪ :( 04‬ﺍﻟﻌﻼﻗﺔ ﺑﲔ ﺗﻜﻠﻔﺔ ﺍﳋﺪﻣﺔ ﻭ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ) ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ (‬
‫ﺘﻜﻠﻔﺔ‬

‫ﻋﺩﺩ‬
‫ﺍﳌﺼﺪﺭ ‪ :‬ﺳﻠﻴﻤﺎﻥ ﳏﻤﺪ ﻣﺮﺟﺎﻥ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ‪.258‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪ -‬ﻧﻼﺣﻆ ﻣﻦ ﺧﻼﻝ ﺍﻟﺸﻜﻞ ﺃﻥ ﻛﻠﻤﺎ ﺯﺍﺩﺕ ﺍﻟﻄﺎﻗﺔ ﺃﻭ ﺍﳋﺪﻣﺔ ﺃﻱ ﺍﺭﺗﻔﻌﺖ ﻋﺪﺩ ﺍﻟﻘﻨﻮﺍﺕ ) ﲢﺴﻦ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ ( ﻛﻠﻤﺎ‬
‫ﺍﺭﺗﻔﻌﺖ ﺗﻜﻠﻔﺔ ﺍﳋﺪﻣﺔ‪.‬‬
‫ﺷﻜﻞ ﺭﻗﻢ ) ‪ :( 05‬ﲢﺪﻳﺪ ﺍﻟﺘﻜﻠﻔﺔ ﺍﳌﺜﻠﻰ‬

‫ﺍﻟ‬
‫ﺘﻜﻠﻔﺔ‬

‫ﺘﻜﻠﻔﺔ‬

‫ﺘﻜﻠﻔﺔ‬

‫ﻋﺩﺩ‬
‫ﺍﳌﺼﺪﺭ ‪ :‬ﺳﻠﻴﻤﺎﻥ ﳏﻤﺪ ﻣﺮﺟﺎﻥ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ‪.258‬‬

‫ﻣﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﳌﻨﺤﻨﻴﺎﺕ ﻧﻠﺨﺺ ﻣﺎﻳﻠﻲ‪:‬‬

‫‪ -‬ﺗﻜﻠﻔﺔ ﺍﳋﺪﻣﺔ ﺗﺰﺩﺍﺩ ﺑﺰﻳﺎﺩﺓ ﺍﳋﺪﻣﺔ ﺃﻭ ﻗﺪﺭﺓ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﲟﻌﲎ ﺯﻳﺎﺩﺓ ﻋﺪﺩ ﳏﻄﺎﺕ ﺍﳋﺪﻣﺔ ﺃﻭ ﻋﺪﺩ ﺍﻷﻓﺮﺍﺩ ﺍﳌﻘﺪﻣﲔ ﻟﻠﺨﺪﻣﺔ ‪،‬‬
‫ﻛﻤﺎ ﺗﻨﺨﻔﺾ ﺗﻜﻠﻔﺔ ﺯﻣﻦ ﺍﻻﻧﺘﻈﺎﺭ ﻛﻨﺘﻴﺠﺔ ﻟﺰﻳﺎﺩﺓ ﻗﺪﺭﺓ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪ -‬ﺇﻥ ﻧﻘﻄﺔ ﺍﻟﺘﻘﺎﻃﻊ ﺑﲔ ﻣﻨﺤﲎ ﺗﻜﻠﻔﺔ ﺍﳋﺪﻣﺔ ﻭ ﻣﻨﺤﲎ ﺗﻜﻠﻔﺔ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻲ ﺍﻟﱵ ﲢﻘﻖ ﺃﻓﻀﻞ ﻣﺴﺘﻮﻯ ﻟﻠﺨﺪﻣﺔ ﻣﻊ ﺣﺪ ﺃﺩﱏ‬
‫ﻟﻠﺘﻜﺎﻟﻴﻒ‪.‬‬
‫‪ .6‬ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬‬
‫ﻳﻮﺟﺪ ﺍﻟﻌﺪﻳﺪ ﻣﻦ ﺍﻟﻨﻤﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺍﳌﺴﺘﺨﺪﻣﺔ ﰲ ﳎﺎﻝ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭ ﺳﻮﻑ ﻧﺘﻄﺮﻕ ﺇﱃ ﺑﻌﺾ ﺍﻟﻨﻤﺎﺫﺝ ﻭ ﺍﻟﱵ ﺗﻌﺘﱪ‬
‫ﺍﻷﻛﺜﺮ ﺷﻴﻮﻋﺎ ﰲ ﺍﻷﻭﺳﺎﻁ ﺍﻟﻌﻤﻠﻴﺔ‪.‬‬
‫‪ 1.6‬ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﻗﻨﺎﺓ ﺍﳋﺪﻣﻴﺔ ﺍﻟﻮﺍﺣﺪﺓ‬
‫ﺗﻨﺘﺞ ﻣﺴﺄﻟﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﻗﻨﺎﺓ ﺧﺪﻣﺔ ﻭﺍﺣﺪﺓ ﻣﻦ ﻭﻗﺖ ﻭﺻﻮﻝ ﻋﺸﻮﺍﺋﻲ ﻭ ﻭﻗﺖ ﺧﺪﻣﺔ ﻋﺸﻮﺍﺋﻴﺔ ﳌﺮﻛﺰ ) ﻗﻨﺎﺓ ( ﺧﺪﻣﺔ‬
‫ﻭﺍﺣﺪﺓ‪ .‬ﻭﻗﺖ ﺍﻟﻮﺻﻮﻝ ﻋﺸﻮﺍﺋﻲ ﳑﻜﻦ ﺃﻥ ﻳﻮﺻﻒ ﺭﻳﺎﺿﻴﺎ ﺑﺘﻮﺯﻳﻊ ﺍﺣﺘﻤﺎﱄ ﻭ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻷﻛﺜﺮ ﺍﺳﺘﺨﺪﺍﻣﺎ ﻫﻮ ﺍﻟﺘﻮﺯﻳﻊ ﺑﻮﺍﺳﻮﻥ ﻣﻊ ﺍﻟﻌﻠﻢ‬
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‫ﺃﻥ ﻭﻗﺖ ﺍﳋﺪﻣﺔ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻷﺳﻲ‪ ،‬ﻭ ﻓﻴﻤﺎ ﻳﻠﻲ ﺑﻌﺾ ﻫﺬﻩ ﺍﻟﻨﻤﺎﺫﺝ ‪:‬‬
‫– ﳕﻮﺫﺝ ﳎﺘﻤﻊ ﻏﲑ ﳏﺪﻭﺩ‬
‫ﻳﻌﺪ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ ﻣﻦ ﺍﺑﻂ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺣﻴﺚ ﺗﺼﻞ ﺍﻟﻮﺣﺪﺍﺕ ﺇﱃ ﳏﻄﺔ ﺍﳋﺪﻣﺔ ﺑﺸﻜﻞ ﺍﻧﻔﺮﺍﺩﻱ ) ﺃﻱ ﺑﺪﻭﻥ ﺗﺄﺛﲑﺍﺕ‬
‫ﺧﺎﺭﺟﻴﺔ ( ﻭﺗﻜﻮﻥ ﰲ ﺻﻒ ﻭﺍﺣﺪ ﻭ ﺗﻘﺪﻡ ﳍﺎ ﺧﺪﻣﺔ ﰲ ﻣﺮﺣﻠﺔ ﻭﺍﺣﺪﺓ‪ ،‬ﺣﻴﺚ ﻳﺘﻢ ﺇﻋﻄﺎﺀ ﺷﺮﻭﻁ ﺍﻟﱵ ﻳﺘﻢ ﺍﺳﺘﻌﻤﺎﳍﺎ ﰲ ﺣﺎﻟﺔ ﻣﺎ ﺗﻜﻮﻥ‬
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‫ﺍﻟﻔﺮﺿﻴﺎﺕ ﻗﺎﺑﻠﺔ ﻟﻠﺘﻄﺒﻴﻖ ﻭ ﻫﻲ ﻛﺎﻟﺘﺎﱄ ‪:‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪ ‬ﻳﺘﻢ ﺧﺪﻣﺔ ﺍﻟﺰﺑﻮﻥ ﻭﻓﻖ ﻟﻘﺎﻋﺪﺓ ﻣﻦ ﻳﺪﺧﻞ ﺃﻭﻻ ﳜﺪﻡ ﺃﻭﻻ‪ ،‬ﻛﻤﺎ ﻳﺸﺘﺮﻁ ﺃﻳﻀﺎ ﺃﻥ ﻛﻞ ﺯﺑﻮﻥ ﻳﻠﺘﺤﻖ ﺑﺎﻟﺼﻒ ﻋﻨﺪ ﻭﺻﻮﻟﻪ ﻻ‬
‫ﻳﻐﺎﺩﺭ ﻗﺒﻞ ﺗﻠﻘﻴﻪ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪ ‬ﻋﻤﻠﻴﺔ ﺍﻟﻮﺻﻮﻝ ﺍﻟﺰﺑﺎﺋﻦ ﻣﺴﺘﻘﻠﺔ ﻋﻦ ﺑﻌﻀﻬﺎ‪ ،‬ﻭﻟﻜﻦ ﻣﺘﻮﺳﻂ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﺛﺎﺑﺖ‬
‫‪ ‬ﺍﻟﻮﺻﻮﻝ ﺍﻟﻌﺸﻮﺍﺋﻲ ﻟﻠﺰﺑﺎﺋﻦ ﻳﺘﺒﻊ ﺗﻮﺯﻳﻊ ﺑﻮﺍﺳﻮﻥ ﻭﲟﻌﺪﻝ ) ‪ ( λ‬ﰲ ﺍﻟﻮﺣﺪﺓ ﺍﻟﺰﻣﻨﻴﺔ‪ ،‬ﻭﻛﺬﻟﻚ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﱵ ﺗﺘﻠﻘﻰ ﺗﺄﰐ ﻣﻦ‬
‫ﳎﺘﻤﻊ ﻏﲑ ﳏﺪﻭﺩ‪.‬‬
‫‪ ‬ﻭﻗﺖ ﺍﳋﺪﻣﺔ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻷﺳﻲ ) ‪ ( μ‬ﰲ ﺍﻟﻮﺣﺪﺓ ﺍﻟﺰﻣﻨﻴﺔ‬
‫‪ ‬ﻣﺘﻮﺳﻂ ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ﻣﻌﺮﻭﻑ ﻭ ﳏﺪﺩ‬
‫> ‪(μ‬‬ ‫‪ ‬ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﺃﻗﻞ ﻣﻦ ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ )‬
‫‪ ‬ﻫﻨﺎﻟﻚ ﻗﻨﺎﺓ ﻭﺍﺣﺪﺓ ﻟﺘﻘﺪﱘ ﺍﳋﺪﻣﺔ‬
‫ﻗﺒﻞ ﺍﻟﺘﻄﺮﻕ ﺇﱃ ﺍﻟﺼﻴﻎ ﺍﻟﺮﻳﺎﺿﻴﺔ ﻧﻘﻮﻡ ﺑﺬﻛﺮ ﺍﻟﺮﻣﻮﺯ ﺍﳋﺎﺻﺔ ﺑﺎﻟﻨﻤﻮﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭﻫﻲ ﺍﳌﺘﻤﺜﻠﺔ ﰲ ‪:‬‬
‫‪ : λ ‬ﻣﻌﺪﻝ ) ﻣﺘﻮﺳﻂ ( ﻋﺪﺩ ﻭﺻﻮﻝ ﰲ ﺯﻣﻦ ﻣﻌﻄﻰ‬
‫‪ : μ ‬ﻣﻌﺪﻝ ) ﻣﺘﻮﺳﻂ ( ﻋﺪﺩ ﺧﺪﻣﺎﺕ ﰲ ﺯﻣﻦ ﻣﻌﻄﻰ‬
‫‪ : n ‬ﻋﺪﺩ ﺯﺑﺎﺋﻦ ﰲ ﺍﻟﻨﻈﺎﻡ‬
‫‪ :‬ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( n‬ﻣﻦ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ‬ ‫‪‬‬
‫‪ :‬ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( 0‬ﻣﻦ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ‬ ‫‪‬‬
‫‪ :‬ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩ ﰲ ﺍﻟﻨﻈﺎﻡ‬ ‫‪‬‬
‫‪ :‬ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ‬ ‫‪‬‬
‫‪ :‬ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺍﻟﻨﻈﺎﻡ‬ ‫‪‬‬
‫‪ :‬ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ‬ ‫‪‬‬
‫‪ :‬ﺍﺣﺘﻤﺎﻝ ﺍﻧﺘﻈﺎﺭ ﺍﻟﻮﺍﺻﻠﲔ ﻟﻠﺨﺪﻣﺔ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ) ﻣﻌﺎﻣﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ (‬ ‫‪‬‬
‫ﻋﺮﺽ ﺍﻟﺸﺮﻭﻁ ﻭﺍﻟﻔﺮﺿﻴﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻟﻠﻨﻤﻮﺫﺝ‪ ،‬ﺳﻮﻑ ﻧﺘﻄﺮﻕ ﺁﻥ ﺇﱃ ﺍﻟﺼﻴﻎ ﺍﻟﺮﻳﺎﺿﻴﺔ ﺍﳋﺎﺻﺔ ﺑﻘﻨﺎﺓ ﺍﳋﺪﻣﻴﺔ ﺍﻟﻮﺍﺣﺪﺓ ﻣﺒﺎﺷﺮﺓ‬ ‫ﺑﻌﺪ‬
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‫ﺩﻭﻥ ﺍﻟﺘﻄﺮﻕ ﺇﱃ ﺑﺮﻫﺎ‪‬ﺎ ﻷﻥ ﺍﺳﺘﻨﺘﺎﺟﻬﺎ ﻳﺘﻄﻠﺐ ﺃﻋﻤﺎﻻ ﺭﻳﺎﺿﻴﺔ ﻣﻄﻮﻟﺔ ﻭﻫﻲ ﺗﻌﺘﱪ ﻣﻌﻘﺪﺓ ﻧﻮﻋﺎ ﻣﺎ ﻭﻫﻲ ﻛﺎﻟﺘﺎﱄ ‪:‬‬
‫ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( 0‬ﻣﻦ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ…………………………………………‪= 1 − λ/μ‬‬
‫( =‬ ‫)‬ ‫ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( n‬ﻣﻦ ﺍﻟــﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ ‪… … ….………….……………….‬‬

‫ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩ ﰲ ﺍﻟﻨﻈﺎﻡ …………‪= λ/(μ - λ) …………….……………………….‬‬

‫ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ‪= λ /(μ ( μ - λ ) ……………..………………….‬‬
‫ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺍﻟﻨﻈﺎﻡ…………… …………… …………… )‪= 1/(μ - λ‬‬
‫ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ………………………… )) ‪= λ/(μ ( μ - λ‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﺍﺣﺘﻤﺎﻝ ﺍﻧﺘﻈﺎﺭ ﺍﻟﻮﺍﺻﻠﲔ ﻟﻠﺨﺪﻣﺔ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ) ﻣﻌﺎﻣﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ (‪= λ/μ……………………..‬‬

‫‪ .2.6‬ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﻗﻨﺎﺓ ﺍﳋﺪﻣﻴﺔ ﺍﳌﺘﻌﺪﺩﺓ‪:‬‬
‫ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﻗﻨﻮﺍﺕ ﺍﳌﺘﻌﺪﺩﺓ ﻳﻌﲏ ﻭﺟﻮﺩ ﻋﺪﺓ ﻣﻮﺍﻗﻊ ﻟﻠﺨﺪﻣﺔ ﺑﺼﻮﺭﺓ ﻣﺘﻮﺍﺯﻧﺔ ﻭ ﻛﻞ ﻭﺣﺪﺓ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﳑﻜﻦ ﺃﻥ ﳜﺪﻡ‬
‫ﺑﻮﺍﺳﻄﺔ ﺃﻛﺜﺮ ﻣﻦ ﻣﻮﻗﻊ ﺧﺪﻣﺔ ﻭﺍﺣﺪﺓ ﲝﻴﺚ ﺃﻥ ﻛﻞ ﻣﻮﻗﻊ ﻳﻘﺪﻡ ﺧﺪﻣﺔ ﻧﻔﺴﻬﺎ‪.‬‬
‫ﻳﻌﺪ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ ﺃﻛﺜﺮ ﺗﻌﻘﻴﺪﺍ ﻧﻮﻋﺎ ﻣﺎ ﻣﻦ ﺳﺎﺑﻘﻴﻪ‪ ،‬ﲝﻴﺚ ﺍﻟﻮﺣﺪﺍﺕ ﺗﻨﺘﻈﺮ ﰲ ﺍﻟﺼﻒ ﻭﺍﺣﺪ ﻭ ﺗﻘﺪﻡ ﳍﺎ ﺧﺪﻣﺔ ﰲ ﺃﻱ ﻣﻦ ﳏﻄﱵ‬
‫ﺍﳋﺪﻣﺔ ﻭﺫﻟﻚ ﺣﺐ ﺇﺗـﺎﺣﺔ ﺃﻱ ﻣﻦ ﳏﻄﺘﲔ‪ ،‬ﻭﻳﺘﻢ ﺗﻄﺒﻴﻖ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ ﺇﺫﺍ ﻣﺎ ﲢﻘﻘﺖ ﺍﻟﻔﺮﺿﻴﺎﺕ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫‪ ‬ﺍﻟﺼﻒ ﻟﻪ ﳏﻄﺔ ﺧﺪﻣﺔ ﻣﻀﺎﻋﻒ‬
‫‪ ‬ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺒﻮﺍﺳﻮﱐ؛‬
‫‪ ‬ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ ؛‬
‫‪ ‬ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ‪ μ‬ﻫﻮ ﻧﻔﻪ ﻟﻜﻞ ﳏﻄﺔ ؛‬
‫‪ ‬ﺍﻟﺼﻒ ﻳﺘﺒﻊ ﻧﻈﺎﻡ ﻣﻦ ﻳﺼﻞ ﺃﻭﻻ ﳜﺪﻡ ﺃﻭﻻ‪.‬‬
‫ﲝﻴﺚ ‪ : λ :‬ﻣﻌﺪﻝ ) ﻣﺘﻮﺳﻂ ( ﺍﻟﻮﺻﻮﻝ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺯﻣﻦ ﻣﻌﻄﻰ‬
‫‪ : μ‬ﻣﻌﺪﻝ ) ﻣﺘﻮﺳﻂ ( ﺧﺪﻣﺔ ﻟﻠﻮﺣﺪﺍﺕ ﰲ ﺯﻣﻦ ﻣﻌﻄﻰ‬
‫‪ : K‬ﲤﺜﻞ ﻋﺪﺩ ﳏﻄﺎﺕ ﺧﺪﻣﺔ‬
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‫ﻭ ﻋﻠﻰ ﻫﺬﺍ ﺍﻷﺳﺎﺱ ﺗﻜﻮﻥ ﺍﻟﺼﻴﻎ ﺍﻟﺮﻳﺎﺿﻴﺔ ﻟﻨﻤﻮﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺫﺍﺕ ﻗﻨﺎﺓ ﺧﺪﻣﻴﺔ ﻣﺘﻌﺪﺩﺓ ﻛﺘﺎﱄ ‪:‬‬
‫=‬ ‫ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( 0‬ﻣﻦ ﺍﻟﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ ‪............‬‬
‫∑[‬ ‫!‬
‫]‬ ‫!‬

‫ﺍﺣﺘﻤﺎﻝ ﻭﺟﻮﺩ ) ‪ ( n‬ﻣﻦ ﺍﻟــﻮﺣﺪﺍﺕ ﰲ ﺍﻟﻨﻈﺎﻡ ﻫﻨﺎﻟﻚ ﺷﺮﻃﲔ ‪:‬‬

‫=‬
‫!‬
‫ﻓﺈﻥ‬ ‫‪n<k‬‬ ‫ﺇﺫﺍ ﻛﺎﻥ‬

‫‪n > K‬ﺇﺫﺍ ﻛﺎﻥ‬ ‫ﻓﺈﻥ‬ ‫=‬

‫!‬

‫(‬ ‫)‬
‫ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ‬ ‫=‬ ‫(‬ ‫(!)‬ ‫–‬ ‫)‬
‫‪+‬‬ ‫ﻣﻌﺪﻝ ﻭﺣﺪﺍﺕ ﺍﳌﻮﺟﻮﺩ ﰲ ﺍﻟﻨﻈﺎﻡ‪.........................‬‬

‫=‬ ‫‪−‬‬ ‫ﺍﳌﻮﺟﻮﺩ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ‪……………….………………….‬‬

‫ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺍﻟﻨﻈﺎﻡ……………… …………… …………… =‬

‫=‬ ‫ﻣﻌﺪﻝ ﺍﻟﻮﻗﺖ ﺍﻟﱵ ﺗﺴﺘﻐﺮﻗﻪ ﺍﻟﻮﺣﺪﺓ ﰲ ﺧﻂ ﺍﻻﻧﺘﻈﺎﺭ…………………………… ‪−‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫=‬ ‫) (‬ ‫ﺍﺣﺘﻤﺎﻝ ﺍﻧﺘﻈﺎﺭ ﺍﻟﻮﺍﺻﻠﲔ ﻟﻠﺨﺪﻣﺔ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ) ﻣﻌﺎﻣﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ (‬

‫!‬

‫ﺛﺎﻧﻴﺎ‪:‬ﺍﳉﺎﻧﺐ ﺍﻟﺘﻄﺒﻴﻘﻲ‪ :‬ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﻘﻴﺎﺱ ﺟﻮﺩﺓ ﺧﺪﻣﺔ ﻋﻤﻠﻴﺔ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ ﰲ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ – ﺍﻟﺪﺍﺭ‬
‫ﺍﻟﺒﻴﻀﺎﺀ‪-‬‬
‫ﻳﻌﺘﱪ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﻣﻦ ﺃﻛﺜﺮ ﺍﻷﻣﺎﻛﻦ ﺍﻟﱵ ﺗﻌﺎﱐ ﻣﻦ ﺍﻻﺯﺩﺣﺎﻡ ﺍﻟﺸﺪﻳﺪ ﻃﻮﺍﻝ ﺃﻳﺎﻡ ﺍﻷﺳﺒﻮﻉ ﺣﻴﺚ ﺗﺮﺗﺒﻂ ﻣﺸﻜﻠﺔ ﺍﻧﺘﻈﺎﺭ ﺍﻟﻌﻤﻼﺀ ﺍﺭﺗﺒﺎﻃﺎ‬
‫ﻣﺒﺎﺷﺮﺍ ﲟﺎ ﻳﻘﺪﻣﻪ ﺍﻟﻌﺎﻣﻠﲔ ﰲ ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ‪ ،‬ﻭ ﻣﻦ ﺍﺟﻞ ﻗﻴﺎﺱ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﺗﻌﺘﱪ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻣﻦ ﺃﺣﺴﻦ‬
‫ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ‪.‬‬
‫ﻣﻦ ﺍﺟﻞ ﺇﺳﻘﺎﻁ ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﰲ ﺍﻟﻮﺍﻗﻊ ﺍﻟﻌﻤﻠﻲ ﰎ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﻘﻴﺎﺱ ﻭ ﲢﺴﲔ ﻓﻌﺎﻟﻴﺔ ﺧﺪﻣﺎﺕ‬
‫ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ ﰲ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ – ﺍﻟﺪﺍﺭ ﺍﻟﺒﻴﻀﺎﺀ –‬
‫‪ .1‬ﳕﺬﺟﺔ ﻇﺎﻫﺮﺓ ﺍﻻﻧﺘﻈﺎﺭ ﳌﺮﻛﺰ ﺧﺪﻣﺔ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ‬
‫ﲤﻜﻦ ﺍﻟﺒﺎﺣﺜﻮﻥ ﺍﻟﺬﻳﻦ ﻋﻤﻠﻮﺍ ﰲ ﻫﺬﺍ ﳎﺎﻝ ﻣﻦ ﻭﺿﻊ ﻋﺪﺩ ﻣﻦ ﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﺮﻳﺎﺿﻴﺔ ﺍﻟﱵ ‪‬ﺪﻑ ﺇﱃ ﺩﺭﺍﺳﺔ ﺳﻠﻮﻙ ﺃﻧﻈﻤﺔ ﺻﻔﻮﻑ‬
‫ﺍﻻﻧﺘﻈﺎﺭ‪ ،‬ﻭ ﻫﻲ ﲣﺘﻠﻒ ﻋﻦ ﺑﻌﻀﻬﺎ ﺍﻟﺒﻌﺾ ﻣﻦ ﺧﻼﻝ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ﺍﻟﱵ ﺗﺘﺒﻌﻬﺎ ﻛﻞ ﻣﻦ ﺃﻭﻗﺎﺕ ﺍﻟﻮﺻﻮﻝ ﻭ ﺃﻭﻗﺎﺕ ﺍﳋﺪﻣﺔ ﻭ ﻛﺬﺍ‬
‫ﻋﺪﺩ ﺍﳋﺪﻣﺔ ﻭ ﻧﻈﺎﻡ ﺍﳋﺪﻣﺔ ﻭ ﺃﻳ ﻀﺎ ﳏﺪﻭﺩﻳﺔ ﺍ‪‬ﺘﻤﻊ ﻭ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ‪ ،‬ﻭ ﻣﻦ ﺍﺟﻞ ﲢﺪﻳﺪ ﺍﻟﻨﻤﻮﺫﺝ ﺍﳌﻨﺎﺳﺐ ﳚﺐ ﺃﻭﻻ ﲤﺜﻴﻞ ﺍﻟﻈﺎﻫﺮﺓ ﰒ‬
‫ﲢﺪﻳﺪ ﻣﻜﻮﻧﺎﺕ ﻫﻴﻜﻞ ﺍﻻﻧﺘﻈﺎﺭ ‪.‬‬
‫‪.1.1‬ﲤﺜﻴﻞ ﻇﺎﻫﺮﺓ ﺍﻻﻧﺘﻈﺎﺭ ﳌﺮﺍﻛﺰ ﺧﺪﻣﺔ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ‬
‫ﻳﻘﺪﻡ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺧﺪﻣﱵ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ ﻣﻦ ﺧﻼﻝ ﻣﺮﻛﺰﻱ ﺧﺪﻣﺔ‪ ،‬ﺗﺘﻤﺜﻞ ﻣﻬﻤﺔ ﺍﳌﻮﻇﻒ ﰲ ﺗﺴﺠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﳌﻮﺟﻮﺩﺓ ﻋﻠﻰ‬
‫ﺍﻟﺸﻴﻚ ﺇﺫﺍ ﻛﺎﻧﺖ ﻋﻤﻠﻴﺔ ﺳﺤﺐ ﺃﻭ ﻭﺛﻴﻘﺔ ﺇﻳﺪﺍﻉ ﺇﺫﺍ ﻛﺎﻧﺖ ﻋﻤﻠﻴﺔ ﺇﻳﺪﺍﻉ ﻋﻠﻰ ﺍﳊﺎﺳﻮﺏ ﰒ ﻳﻘﻮﻡ ﺑﻌﺪ ﺍﳌﺒﻠﻎ ﺑﺎﺳﺘﺨﺪﺍﻡ ﺁﻟﺔ ﺧﺎﺻﺔ ﰒ ﺍﻟﻌﺪ‬
‫ﺍﻟﻴﺪﻭﻱ ﻟﻴﺘﺄﻛﺪ ﻣﻦ ﺻﺤﺔ ﺍﳌﺒﻠﻎ ﻭ ﰲ ﺃﺧﲑ ﻳﻘﻮﻡ ﺑﺪﻓﻊ ﺍﳌﺒﻠﻎ ﺍﳌﺎﱄ ﺍﳌﻮﺟﻮﺩ ﰲ ﺍﻟﺸﻴﻚ ﺇﺫﺍ ﻛﺎﻧﺖ ﻋﻤﻠﻴﺔ ﺳﺤﺐ ﺃﻭ ﲢﺼﻴﻞ ﻣﺒﻠﻎ ﻣﺎﱄ ﻣﻦ‬
‫ﻋﻤﻴﻞ ﺇﺫﺍ ﻛﺎﻧﺖ ﻋﻤﻠﻴﺔ ﺇﻳﺪﺍﻉ ‪.‬‬

‫ﺍﻟﺘﻤﺜﻴﻞ ﺍﻟﺒﻴﺎﱐ ‪:‬‬

‫ﻤﺭﻜﺯ ﺍﻟﺨﺩﻤﺔ‬ ‫ﺍﻟﺨﺭﻭﺝ‬

‫ﺍﻟﻭﺼﻭل‬ ‫‪FIFO‬‬
‫ﻤﺠﺘﻤﻊ ﻤﺼﺩﺭﻱ‬

‫ﻤﺭﻜﺯ ﺍﻟﺨﺩﻤﺔ‬ ‫ﺍﻟﺨﺭﻭﺝ‬

‫ﺼﻑ ﺍﻻﻨﺘﻅﺎﺭ‬

‫‪272‬‬
 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪ .2.1‬ﲢﺪﻳﺪ ﻣﻜﻮﻧﺎﺕ ﳕﻮﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﳌﺮﻛﺰ ﺍﳋﺪﻣﺔ‬

‫‪1.2.1‬ﺍ‪‬ﺘﻤﻊ ‪ :‬ﻧﻘﺼﺪ ﺑﻪ ﺍﳌﺼﺪﺭ ﺍﻟﺬﻱ ﺗﺘﻮﻟﺪ ﻋﻨﻪ ﻭﺣﺪﺍﺕ ﻃﺎﻟﺒﺔ ﺍﳋﺪﻣﺔ ﻭ ﺍﻧﻄﻼﻗﺎ ﻟﻠﻘﻮﺍﻋﺪ ﺍﻟﱵ ﺗﻨﺺ ﻋﻠﻴﻬﺎ ﺍﻟﻘﻮﺍﻧﲔ ﻭ ﺍﻟﱵ ﺗﻨﺺ‬
‫ﻋﻠﻰ ﺍﺳﺘﻘﺒﺎﻝ ﻛﻞ ﺍﻟﻌﻤﻼﺀ ﺍﻟﻮﺍﻓﺪﻳﻦ ﻣﻬﻤﺎ ﺑﻠﻎ ﻋﺪﺩﻫﻢ ﻓﻴﻌﺘﱪ ﺍ‪‬ﺘﻤﻊ ﻏﲑ ﳏﺪﻭﺩ ‪.‬‬
‫‪.2.2.1‬ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ‪:‬ﻳﺘﻜﻮﻥ ﻣﻦ ﻋﻤﻼﺀ ﻃﺎﻟﺒﺔ ﺧﺪﻣﺔ ﻣﻌﻴﻨﺔ ﻭ ﳝﻜﻦ ﲢﺪﻳﺪ ﻣﻮﺍﺻﻔﺎﺕ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻣﻦ ﺧﻼﻝ ‪:‬‬
‫‪ -‬ﻃﻮﻝ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ‪ :‬ﺇﻥ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻟﻴﺲ ﻟﻪ ﺣﺪ ﺃﻗﺼﻰ ﺃﻱ ﺃﻥ ﻭﺻﻮﻝ ﺃﻱ ﺯﺑﻮﻥ ﺟﺪﻳﺪ ﻳﻜﻮﻥ ﻣﺴﻮﺡ‬
‫ﻟﻪ ﺑﺎﻻﺷﺘﺮﺍﻙ ﻟﺬﺍ ﻧﻌﺘﱪ ﻋﺪﺩ ﺍﻟﻌﻤﻼﺀ ﻏﲑ ﳏﺪﻭﺩ ‪.‬‬
‫‪ -‬ﻋﺪﺩ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ‪ :‬ﻣﻦ ﺣﺼﻮﻝ ﺍﻟﻌﻤﻴﻞ ﻋﻠﻰ ﺍﳋﺪﻣﺔ ﻓﻬﻢ ﻳﺼﻄﺎﻓﻮﻥ ﰲ ﺻﻒ ﻭﺍﺣﺪ ‪.‬‬
‫‪3.2.1‬ﻧﻈﺎﻡ ﺍﳋﺪﻣﺔ ‪ :‬ﻫﻲ ﺍﻟﻘﺎﻋﺪﺓ ﺍﻟﱵ ﻳﺘﻢ ﲟﻮﺟﺒﻬﺎ ﺍﺧﺘﻴﺎﺭ ﺍﻟﺰﺑﺎﺋﻦ ﺣﻴﺚ ﻳﺘﻢ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ ﺗﺒﻌﺎ ﻟﺘﺮﺗﻴﺐ ﺍﻟﻮﺻﻮﻝ ﺃﻱ ﻣﻦ ﻳﺼﻞ ﺃﻭﻻ‬
‫ﳜﺪﻡ ﺃﻭﻻ ) ‪. ( FIFO‬‬
‫‪4.2.1‬ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ ‪ :‬ﺃﻧﻈﻤﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﳑﻜﻦ ﺃﻥ ﲢﺘﻮﻱ ﻋﻠﻰ ﻣﺮﻛﺰ ﺧﺪﻣﺔ ﻭﺍﺣﺪ ﺃﻭ ﲢﺘﻮﻱ ﻋﻠﻰ ﺍﻟﻌﺪﻳﺪ ﻣﻦ ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ‬
‫ﻭ ﲟﺎ ﺍﻧﻪ ﻳﻮﺟﺪ ﻣﺮﻛﺰﻱ ﺍﳋﺪﻣﺔ ﺳﻮﻑ ﻧﻌﺘﻤﺪ ﻋﻠﻰ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻣﺘﻌﺪﺩﺓ ﺍﻟﻘﻨﻮﺍﺕ ‪.‬‬
‫‪5.2.1‬ﻣﻮﺻﻔﺎﺕ ﺍﻟﻮﺍﺻﻠﲔ ‪ :‬ﻭ ﺗﺘﻤﺜﻞ ﰲ ‪:‬‬
‫‪ -‬ﺩﺭﺟﺔ ﺍﻟﺘﺤﻜﻢ ﰲ ﻋﺪﺩ ﺍﻟﻮﺍﺻﻠﲔ‪ :‬ﻻ ﳝﻜﻦ ﳌﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﻟﺘﺤﻜﻢ ﰲ ﻋﺪﺩ ﺍﻟﻌﻤﻼﺀ ﺍﻟﻮﺍﺻﻠﲔ ﺇﱃ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﻭ ﻻ‬
‫ﰲ ﺃﻭﻗﺎﺕ ﻭﺻﻮﳍﻢ ‪.‬‬
‫‪ -‬ﳕﻂ ﺍﻟﻮﺻﻮﻝ‪ :‬ﻳﺘﻢ ﻭﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﺇﱃ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﺑﻄﺮﻳﻘﺔ ﻋﺸﻮﺍﺋﻴﺔ ﻭ ﻳﻜﻮﻥ ﻛﻞ ﻋﻤﻴﻞ ﻣﺴﺘﻘﻼ ﻋﻦ ﺍﻷﺧﺮ ‪.‬‬
‫‪ -‬ﻣﺘﻠﻘﻲ ﺍﳋﺪﻣﺔ‪ :‬ﻫﻲ ﺍﻟﻮﺣﺪﺍﺕ ﺍﻟﱵ ﲢﺘﺎﺝ ﺇﱃ ﺍﳋﺪﻣﺔ ﻭ ﻫﻲ ﺗﺼﻞ ﺇﱃ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﻋﻠﻰ ﻓﺘﺮﺍﺕ ﺯﻣﻨﻴﺔ ﻋﺸﻮﺍﺋﻴﺔ‬
‫‪.2‬ﺍﻟﺪﺭﺍﺳﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ ﳍﻴﻜﻞ ﺍﻻﻧﺘﻈﺎﺭ ﳌﺮﻛﺰ ﺍﳋﺪﻣﺔ‬
‫ﻗﺒﻞ ﲢﺪﻳﺪ ﻧﻮﻉ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﺍﳌﻨﺎﺳﺐ ﻻﺑﺪ ﺃﻭﻻ ﻣﻌﺮﻓﺔ ﺃﻱ‪ ‬ﻣﻦ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ﺍﻟﱵ ﺗﺘﺒﻌﻬﺎ ﻛﻞ ﻣﻦ ﺃﻭﻗﺎﺕ ﺍﻟﻮﺻﻮﻝ‬
‫ﻭﺃﻭﻗﺎﺕ ﺍﳋﺪﻣﺔ ﻭ ﻣﻦ ﰒ ﻳﺘﻢ ﻗﻴﺎﺱ ﻣﺆﺷﺮﺍﺕ ﻓﻌﺎﻟﻴﺔ ﺧﺪﻣﺔ ﺍﻟﺴﺤﺐ ﻭ ﺍﻹﻳﺪﺍﻉ ‪.‬‬
‫‪1.2‬ﻋﺮﺽ ﻣﻌﻄﻴﺎﺕ ﺧﺎﺻﺔ ﲟﺮﻛﺰ ﺍﻟﱪﻳﺪ ‪ :‬ﻣﻦ ﺍﺟﻞ ﲢﺪﻳﺪ ﻣﺘﻮﺳﻂ ﺍﻟﻌﻤﻼﺀ ﺍﻟﻮﺍﺻﻠﲔ ﺇﱃ ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﰎ ﲢﺪﻳﺪ ﺍﳌﺪﺓ ﺍﻟﻜﻠﻴﺔ‬
‫ﻟﻠﻤﺸﺎﻫﺪﺓ ﺑــﺄﺳﺒﻮﻋﲔ ﻣﻦ ﻳﻮﻡ ﺍﻷﺣﺪ ﺇﱃ ﻳﻮﻡ ﺍﳋﻤﻴﺲ ﻣﻦ ﺍﻟﺴﺎﻋﺔ ‪ 8‬ﺍﱃ ‪ 12‬ﺧﻼﻝ ﺍﻟﻔﺘﺮﺓ ﺍﻟﺼﺒﺎﺣﻴﺔ ﻭ ﻣﻦ ﺍﻟﺴﺎﻋﺔ ‪ 13‬ﺍﱃ‬
‫‪ 16‬ﺧﻼﻝ ﺍﻟﻔﺘﺮﺓ ﺍﳌﺴﺎﺋﻴﺔ ﻭ ﻛﺎﻧﺖ ‪ 7‬ﻣﺸﺎﻫﺪﺍﺕ ﰲ ﺍﻟﻴﻮﻡ ) ﻣﺸﺎﻫﺪﺓ ﻟﻜﻞ ﺳﺎﻋﺔ ( ‪ ،‬ﻭ ﻗﺪﺭﺕ ﺍﳌﺸﺎﻫﺪﺓ ﺍﻟﻜﻠﻴﺔ ﰲ ﺍﻷﺳﺒﻮﻋﲔ ‪70‬‬
‫ﻣﺸﺎﻫﺪﺓ ‪.‬‬
‫‪ .2.2‬ﲢﺪﻳﺪ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ‪ :‬ﺇﻥ ﻭﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﻳﺘﻢ ﺑﺸﻜﻞ ﻏﲑ ﻣﻨﺘﻈﻢ ﻭﻓﻖ ﻓﺘﺮﺍﺕ ﺯﻣﻨﻴﺔ ﻏﲑ ﻣﺘﺴﺎﻭﻳﺔ ﻭ ﻻ ﳝﻜﻦ ﲢﺪﻳﺪﻩ‬
‫ﺑﺼﻮﺭﺓ ﻣﺴﺒﻘﺔ ﻭ ﺍﺣﺘﻤﺎﻻﺗﻪ ﲣﻀﻊ ﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﺣﺘﻤﺎﻟﻴﺔ ﻣﻌﻴﻨﺔ ﻏﲑ ﳏﺪﺩﺓ‪ ،‬ﻣﻦ ﺧﻼﻝ ﺍﳌﻌﻄﻴﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﺃﻋﻼﻩ ﻧﻼﺣﻆ ﺃﻥ ﺍﻟﻌﺪﺩ ﺍﻟﻜﻠﻲ‬
‫ﻟﻔﺘﺮﺍﺕ ﺍﳌﺸﺎﻫﺪﺓ ﻫﻲ ‪ 70‬ﻓﺘﺮﺓ ﻭ ﺳﻮﻑ ﻳﺘﻢ ﺍﺧﺘﻴﺎﺭ ﻋﻴﻨﺔ ﻣﻜﻮﻧﺔ ﻣﻦ ‪ 50‬ﻓﺘﺮﺓ ﰎ ﺃﺧﺬﻫﺎ ﺑﻄﺮﻳﻘﺔ ﻋﺸﻮﺍﺋﻴﺔ ﻣﻦ ﺍﻟﻌﺪﺩ ﺍﻟﻜﻠﻲ ﻟﻠﻔﺘﺮﺍﺕ‬
‫‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﺍﳉﺪﻭﻝ ﺃﺩﻧﺎﻩ ﻳﻮﺿﺢ ﺍﻟﻌﻴﻨﺔ ﺍﻟﱵ ﺳﻮﻑ ﻳﺘﻢ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻴﻬﺎ ﻟﺘﺤﺪﻳﺪ ﻧﻮﻉ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺬﻱ ﻳﺘﺒﻌﻪ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﻭ ﻫﻮ ﻣﻮﺿﺢ‬
‫ﻛﺎﻟﺘﺎﱄ‪:‬‬
‫ﺟﺪﻭﻝ‪ :1‬ﻳﻮﺿﺢ ﺍﻟﻌﻴﻨﺔ ﺍﻟﱵ ﺳﻮﻑ ﻳﺘﻢ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻴﻬﺎ ﻟﺘﺤﺪﻳﺪ ﻧﻮﻉ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺬﻱ ﻳﺘﺒﻌﻪ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ‬

‫‪Somme‬‬ ‫‪21‬‬ ‫‪20‬‬ ‫‪19‬‬ ‫‪18‬‬ ‫‪17‬‬ ‫‪16‬‬ ‫‪15‬‬ ‫‪14‬‬ ‫‪13‬‬ ‫‪12‬‬ ‫‪11‬‬ ‫‪10‬‬ ‫‪9‬‬ ‫‪8‬‬ ‫‪7‬‬ ‫‪6‬‬ ‫‪5‬‬ ‫‪4‬‬ ‫‪3‬‬ ‫‪2‬‬ ‫‪1‬‬ ‫‪0‬‬ ‫ﻋﺪﺩ‬
‫ﺍﻟﻮﺻﻮﻝ‬

‫‪50‬‬ ‫‪1‬‬ ‫‪1‬‬ ‫‪1‬‬ ‫‪2‬‬ ‫‪3‬‬ ‫‪3‬‬ ‫‪5‬‬ ‫‪6‬‬ ‫‪5‬‬ ‫‪4‬‬ ‫‪2‬‬ ‫‪5‬‬ ‫‪2‬‬ ‫‪3‬‬ ‫‪3‬‬ ‫‪1‬‬ ‫‪2‬‬ ‫‪1‬‬ ‫‪0‬‬ ‫‪0‬‬ ‫‪0‬‬ ‫‪0‬‬ ‫ﺗﻜﺮﺍﺭ‬

‫ﺍﳌﺼﺪﺭ‪ :‬ﻣﻦ ﺇﻋﺪﺍﺩ ﺍﻟﻄﺎﻟﺐ‬

‫ﻣﻦ ﺧﻼﻝ ﻫﺬﺍ ﺍﳉﺪﻭﻝ ﳓﺴﺐ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ) ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﻭﺣﺪﺍﺕ ﺍﻟﻄﺎﻟﺒﺔ ﻟﻠﺨﺪﻣﺔ ( ﻭ ﻫﻮ ﺍﻟﺬﻱ ﻳﺴﺎﻭﻱ ﳎﻤﻮﻉ ﺍﻟﻮﺍﺻﻠﲔ ‪100 /‬‬
‫‪‬‬
‫= ‪‬‬ ‫=‬ ‫‪=12.44‬‬ ‫ﻭ ﻧﺮﻣﺰ ﻟﻪ ﺑﺎﻟﺮﻣﺰ‪‬‬
‫ﲟﺎ ﺃﻥ ﺍﳌﺸﺎﻫﺪﺓ ﻛﺎﻧﺖ ﻛﻞ ﺳﺎﻋﺔ ﻓﺎﻥ ﻣﻌﺪﻝ ﻭﺻﻮﻝ ﻳﺼﺒﺢ ﻛﺎﻟﺘﺎﱄ‪:‬‬
‫( ‪  = 12.44 / 60 = 0.209‬ﺩ ‪ /‬ﻋﻤﻴﻞ)‬
‫ﻣﻦ ﺍﺟﻞ ﲢﺪﻳﺪ ﻧﻮﻉ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﻟﻮﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﺇﱃ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﻧﺴﺘﻌﻤﻞ ﺍﺧﺘﺒﺎﺭ ﻣﺮﺑﻊ ﻛﺎﻱ ‪.‬‬
‫ﻭﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺒﻮﺍﺳﻮﱐ‬ ‫‪Χ‬‬ ‫<‬ ‫‪Χ‬‬ ‫‪: H0‬‬
‫ﻭﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﻻ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺒﻮﺍﺳﻮﱐ ﻭ ﺇﳕﺎ ﺗﻮﺯﻳﻊ ﺁﺧﺮ‬ ‫‪Χ‬‬ ‫>‬ ‫‪Χ‬‬ ‫‪: H1‬‬
‫ﺍﳉﺪﻭﻝ )‪ :(03‬ﳎﻤﻮﻉ ﻓﺮﻭﻕ ﺍﻟﺘﺮﺑﻴﻌﻴﺔ ﻟﻜﺎﻱ ﺗﺮﺑﻴﻊ ﻷﻭﻗﺎﺕ ﺍﻟﻮﺻﻮﻝ‬

‫ﺍﳉﺪ ﻭﻟﻴﺔ ﻫﻲ‪:‬‬ ‫ﺑﺎﻟﺮﺟﻮﻉ ﺇﱃ ﺟﺪﻭﻝ ﻛﺎﻱ ﺍﻟﺘﺮﺑﻴﻌﻲ ﻋﻨﺪ ﺩﺭﺟﺔ ﺍﳊﺮﻳﺔ ‪ 20‬ﻭ ﻋﻨﺪ ﻣﺴﺘﻮﻯ ﺍﳌﻌﻨﻮﻳﺔ ‪ 5%‬ﳒﺪ ﺃﻥ ﻗﻴﻤﺔ‬
‫‪x . = 31.410‬‬
‫‪ Χ‬ﺍ‪‬ﺪﻭﻟﺔ ﻓﺎﻧﻪ ﺳﻮﻑ ﻳﺘﻢ ﻗﺒﻮﻝ ﺍﻟﻔﺮﺿﻴﺔ ﺍﻷﻭﱃ ﻭ ﻫﻲ ‪ H 0‬ﻭ ﺍﻟﱵ ﺗﻨﺺ ﻋﻠﻰ‬ ‫‪ Χ‬ﺍﶈﺴﻮﺑﺔ ﺍﻗﻞ ﻣﻦ ﻗﻴﻤﺔ‬ ‫ﲟﺎ ﺃﻥ ﻗﻴﻤﺔ‬
‫ﺃﻥ ﻣﻌﺪﻝ ﺍﻟﻮﺻﻮﻝ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺒﻮﺍﺳﻮﱐ ‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫‪ .3.2‬ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ‬
‫ﺇﻥ ﺍﻟﻔﺘﺮﺓ ﺍﻟﺰﻣﻨﻴﺔ ﺍﻟﱵ ﻳﺴﺘﻐﺮﻗﻬﺎ ﻃﺎﻟﱯ ﺍﳋﺪﻣﺔ ﻟﻴﺴﺖ ﻣﺘﺴﺎﻭﻳﺔ ﻭ ﻏﲑ ﺛﺎﺑﺘﺔ ﻭ ﺇﳕﺎ ﻫﻲ ﻋﺸﻮﺍﺋﻴﺔ ﻭ ﻳﻌﻮﺩ ﺫﻟﻚ ﻟﻨﻮﻉ ﺍﳋﺪﻣﺔ ﺍﻟﱵ ﻳﻄﻠﺒﻬﺎ‬
‫ﻛﻞ ﻋﻤﻴﻞ‪ ،‬ﻭ ﺗﻜﻮﻥ ﺍﺣﺘﻤﺎﻻ‪‬ﺎ ﻣﻌﺮﻭﻓﺔ ﻭ ﺧﺎﺿﻌﺔ ﻹﺣﺪﻯ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ ﻭﻣﻦ ﺍﺟﻞ ﻣﻌﺮﻓﺔ ﺃﻱ ﻧﻮﻉ ﻣﻦ ﺍﻟﺘﻮﺯﻳﻌﺎﺕ ﺍﻻﺣﺘﻤﺎﻟﻴﺔ‬
‫ﺍﻟﱵ ﲣﻀﻊ ﳍﺎ‪ ،‬ﰎ ﺍﺧﺘﻴﺎﺭ ﻋﻴﻨﺔ ﻋﺸﻮﺍﺋﻴﺔ ﻣﻜﻮﻧﺔ ﻣﻦ ‪ 100‬ﻓﺘﺮﺓ ﻛﻤﺎ ﻣﻮﺿﺤﺔ ﰲ ﺍﳉﺪﻭﻝ ﺍﻟﺘﺎﱄ‪:‬‬

‫‪ ‬ﺣﺴﺎﺏ ﻋﺪﺩ ﺍﻟﻔﺌﺎﺕ ‪= 1 + 3.32 log 50 = 1 + 3.32 log 50 = 6.64 ⋍ 7:‬‬

‫ﺍﻷﺩﱏ ﺍﳊﺪ ﺍﳊﺪﺍﻷﻋﻠﻰ‬ ‫‪.‬‬ ‫‪.‬‬
‫=‬ ‫=‬ ‫‪ ‬ﺣﺴﺎﺏ ﻃﻮﻝ ﺍﻟﻔﺌﺔ ‪= 2.16:‬‬
‫‪.‬‬
‫ﺟﺪﻭﻝ)‪ (04‬ﳊﺴﺎﺏ ﻣﺘﻮﺳﻂ ﺯﻣﻦ ﺍﳋﺪﻣﺔ‬

‫ﻣﻦ ﺧﻼﻝ ﻫﺬﺍ ﺍﳉﺪﻭﻝ ﳓﺴﺐ ﻣﺘﻮﺳﻂ ﺯﻣﻦ ﺍﳋﺪﻣﺔ ) ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ ( ﻭ ﻧﺮﻣﺰ ﻟﻪ ﺑﺎﻟﺮﻣﺰ ‪ μ‬ﻭ ﻳﺘﻢ ﺣﺴﺎﺑﻪ ﻛﻤﺎﻳﻠﻲ‪∝:‬‬
‫∑‬ ‫‪.‬‬
‫=‬ ‫=‬ ‫‪.‬‬ ‫=‪،‬‬ ‫=‬ ‫‪= 6.7768‬‬
‫‪.‬‬
‫ﺑﻨﻔﺲ ﺍﻟﻄﺮﻳﻘﺔ ﻳﺘﻢ ﺗﻄﺒﻴﻖ ﺍﺧﺘﺒﺎﺭ ﻛﺎﻱ ﺗﺮﺑﻴﻌﻲ ﻣﻦ ﺍﺟﻞ ﲢﺪﻳﺪ ﻧﻮﻉ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﻭ ﺫﻟﻚ ﺍﻧﻄﻼﻗﺎ ﻣﻦ ﺍﻟﻔﺮﺿﻴﺎﺕ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫ﻭﺻﻮﻝ ﻣﺮﺿﻰ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ ‪.‬‬ ‫‪Χ‬‬ ‫‪< Χ‬‬ ‫‪: H0‬‬
‫ﻭﺻﻮﻝ ﺍﳌﺮﺿﻰ ﻻ ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ‪.‬‬ ‫‪Χ‬‬ ‫‪> Χ‬‬ ‫‪: H1‬‬
‫ﺑﻌﺪ ﺣﺴﺎﺏ ﺍﻟﺘﻜﺮﺍﺭﺍﺕ ﺍﻟﻨﺴﺒﻴﺔ ﺍﳌﺘﻮﻗﻌﺔ ﻭ ﻛﺬﻟﻚ ﺍﻟﺘﻜﺮﺍﺭﺍﺕ ﺍﳌﺘﻮﻗﻊ ﻭ ﺫﻟﻚ ﺑﻀﺮﺏ ﺍﻟﺘﻜﺮﺍﺭﺍﺕ ﺍﻟﻨﺴﺒﻴﺔ ﺑﺎﻟﻌﺪﺩ ﺍﻟﻜﻠﻲ ﻟﻠﻤﺸﺎﻫﺪﺍﺕ ﻭ ﰲ‬
‫‪ x‬ﺍﶈﺴﻮﺑﺔ ﻭ ﺍﻟﱵ ﺗﺴﺎﻭﻱ ‪9.0867‬‬ ‫ﺍﻷﺧﲑ ﻧﻘﻮﻡ ﲝﺴﺎﺏ ﳎﻤﻮﻉ ﺍﻟﻔﺮﻕ ﺍﻟﺘﺮﺑﻴﻌﻲ ﻟﻠﺘﻜﺮﺍﺭﺍﺕ ﳓﺼﻞ ﻋﻠﻰ‬
‫) ﳎﺪﻭﻟﺔ ( ﺗﺴﺎﻭﻱ‬ ‫ﺑﺎﻟﺮﺟﻮﻉ ﺇﱃ ﺟﺪﻭﻝ ﻛﺎﻱ ﺍﻟﺘﺮﺑﻴﻊ ﻋﻨﺪ ﺩﺭﺟﺔ ﺣﺮﻳﺔ ﺗﺴﺎﻭﻱ ‪ 5‬ﻭ ﻋﻨﺪ ﻣﺴﺘﻮﻯ ﻣﻌﻨﻮﻳﺔ ‪ %5‬ﻓﺈﻥ‬
‫‪11.070‬‬
‫‪= 11.070‬‬
‫‪= 9.0867‬‬
‫>‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫) ﳏﺴﻮﺑﺔ ( ﻓﺈﻧﻨﺎ ﻧﻘﺒﻞ ﺍﻟﻔﺮﺿﻴﺔ ﺍﻷﻭﱃ ‪ H0‬ﺍﻟﱵ ﺗﻨﺺ ﻋﻠﻰ ﺃﻥ ﻣﻌﺪﻝ ﺍﳋﺪﻣﺔ‬ ‫) ﳎﺪﻭﻟﺔ ( ﺃﻛﱪ ﻣﻦ ﻗﻴﻤﺔ‬ ‫ﲟﺎ ﺃﻥ ﻗﻴﻤﺔ‬
‫ﻳﺘﺒﻊ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻹﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ‪.‬‬
‫ﻣﻦ ﺧﻼﻝ ﻛﻞ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺎﺕ ﰎ ﺍﻟﺘﻮﺻﻞ ﺇﱃ ﻣﺎ ﻳﻠﻲ ‪:‬‬
‫‪ ‬ﻳﺘﺒﻊ ﺗﻮﺯﻳﻊ ﺍﻟﻮﺻﻮﻝ ﺍﻟﻌﻤﻼﺀ ﺇﱃ ﻗﺎﻋﺔ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻟﺒﻮﺍﺳﻮﱐ‬
‫‪ ‬ﻳﺘﺒﻊ ﺗﻮﺯﻳﻊ ﺃﻭﻗﺎﺕ ﺍﳋﺪﻣﺔ ﺍﻟﺘﻮﺯﻳﻊ ﺍﻻﺣﺘﻤﺎﱄ ﺍﻷﺳﻲ‬
‫‪ ‬ﻋﺪﺩ ﻗﻨﻮﺍﺕ ﺍﳋﺪﻣﺔ ‪2‬‬
‫‪ ‬ﻧﻈﺎﻡ ﺍﳋﺪﻣﺔ ﻫﻮ ﻧﻈﺎﻡ ﺧﺪﻣﺔ ﻋﺎﻡ ﻣﻦ ﻳﺄﰐ ﺃﻭﻻ ﳜﺪﻡ ﺃﻭﻻ‬
‫‪ ‬ﻋﺪﺩ ﺯﺑﺎﺋﻦ ﻫﻮ ﻏﲑ ﳏﺪﻭﺩ‬
‫‪ ‬ﳎﺘﻤﻊ ﻛﺬﻟﻚ ﻏﲑ ﳏﺪﻭﺩ‬
‫ﺍﻧﻄﻼﻗﺎ ﻣﻦ ﻛﻞ ﻫﺬﻩ ﺍﳌﻌﻄﻴﺎﺕ ﰎ ﲢﺪﻳﺪ ﺍﻟﻨﻤﻮﺫﺝ ﺍﳌﻨﺎﺳﺐ ﺍﻟﺬﻱ ﺳﻮﻑ ﻳﻄﺒﻖ ﻋﻠﻴﻪ ﻟﻘﻴﺎﺱ ﻓﻌﺎﻟﻴﺔ ﺍﳋﺪﻣﺎﺕ ﻭ ﻫﻮ ﻣﻦ ﺍﻟﻨﻮﻉ ‪:‬‬
‫) ∞ ‪( M / M / 1 ) ( FIFO / ∞/‬‬
‫ﺑﻌﺪ ﲢﺪﻳﺪ ﺍﻟﻨﻤﻮﺫﺝ ﺍﳌﻨﺎﺳﺐ ﻧﻘﻮﻡ ﲝﺴﺎﺏ ﻣﺆﺷﺮﺍﺕ ﺍﻟﻔﻌﺎﻟﻴﺔ ﻟﻠﻨﻤﻮﺫﺝ ﻭ ﺫﻟﻚ ﻟﻘﻴﺎﺱ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺎﺕ ﺍﻟﱵ ﺗﻘﺪﻣﻬﺎ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﻭ‬

‫ﺍﺳﺘﻌﺎﻧﺎ ﺑﱪﻧﺎﻣﺞ ‪ EXCEL‬ﲢﺼﻠﻨﺎ ﻋﻠﻰ ﺍﻟﻨﺘﺎﺋﺞ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬

‫ﺗﻔﺴﲑ ﺍﻟﻨﺘﺎﺋﺞ‬
‫‪ -‬ﺍﺣﺘﻤﺎﻝ ﺃﻥ ﻳﻜﻮﻥ ﺍﻟﻨﻈﺎﻡ ﻣﺸﻐﻮﻝ ﰲ ﻭﺣﺪﺓ ﺯﻣﻨﻴﺔ ﺃﻭ ﻣﺎ ﻳﺴﻤﻰ ﲟﻌﺎﻣﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ ﻫﻮ ‪ 87%‬ﻭ ﻫﺬﺍ ﺍﳌﺆﺷﺮ ﻳﺪﻝ ﺃﻥ‬
‫ﻣﻮﻇﻒ ﻳﻜﻮﻥ ﻣﺸﻐﻮﻝ ﻃﻮﺍﻝ ﺍﻟﻮﻗﺖ ﳑﺎ ﻳﺪﻝ ﻋﻠﻰ ﻛﺜﺮﺓ ﺍﻟﺘﺰﺍﺣﻢ ﺍﳌﻮﺟﻮﺩ ﰲ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ‪.‬‬
‫‪ -‬ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﻭﺣﺪﺍﺕ ﰲ ﺻﻒ ﺍﻧﺘﻈﺎﺭ ﻳﺴﺎﻭﻱ ‪ 5.71‬ﻭﺣﺪﺓ ﺃﻱ ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﺍﻟﻌﻤﻼﺀ ﰲ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻮ ‪ 6‬ﻋﻤﻼﺀ ‪.‬‬
‫‪ -‬ﻣﺘﻮﺳﻂ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺍﻟﻨﻈﺎﻡ ﻫﻮ ‪ 36‬ﺩﻗﻴﻘﺔ ﺑﻴﻨﻤﺎ ﻣﺘﻮﺳﻂ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻫﻮ ‪28‬‬
‫ﺩﻗﻴﻘﺔ‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﺍﺳﺘﻨﺎﺩﺍ ﻋﻠﻰ ﻫﺬﻩ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺘﻮﺻﻞ ﺇﻟﻴﻬﺎ ﻭﺟﺐ ﻋﻠﻰ ﻣﺴﺆﻭﻝ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﻟﺘﻔﻜﲑ ﰲ ﺗﻐﻴﲑ ﻫﺬﺍ ﺍﻟﻮﺿﻊ ﻭ ﺫﻟﻚ ﺑﺈﺿﺎﻓﺔ ﳏﻄﺎﺕ ﺧﺪﻣﺔ‬
‫ﺟﺪﻳﺪﺓ ‪.‬‬
‫‪‬ﺪﻑ ﲢﺴﲔ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﻟﻠﺰﺑﺎﺋﻦ ﻻﺑﺪ ﻣﻦ ﺗﻌﺪﻳﻞ ﰲ ﺍﳍﻴﻜﻞ ﻭ ﺫﻟﻚ ﺑﺈﺿﺎﻓﺔ ﳏﻄﺎﺕ ﺟﺪﻳﺪﺓ ﻣﻮﺍﺯﻳﺔ ﺗﻘﺪﻡ ﺍﳋﺪﻣﺔ ﻷﻛﺜﺮ‬
‫ﻣﻦ ﻭﺣﺪﺗﲔ ﰲ ﻧﻔﺲ ﺍﻟﻮﻗﺖ ﻣﻊ ﺍﳊﻔﺎﻅ ﻋﻠﻰ ﻧﻔﺲ ﺧﺼﺎﺋﺺ ﺍﻟﻨﻤﻮﺫﺝ ﺍﻟﺴﺎﺑﻖ‪.‬‬
‫ﺑﻌﺪ ﺣﺴﺎﺏ ﻣﺆﺷﺮﺍﺕ ﺍﻷﺩﺍﺀ ﻟﻠﻨﻈﺎﻡ ﺍﳉﺪﻳﺪ ﻧﻘﻮﻡ ﲟﻘﺎﺭﻧﺘﻪ ﺑﺎﻟﻨﺘﺎﺋﺞ ﺍﳌﺘﺤﺼﻞ ﻋﻠﻴﻬﺎ ﰲ ﺍﻟﻨﻈﺎﻡ ﺍﻷﺻﻠﻰ ﻭ ﺗﻮﺻﻠﻨﺎ ﺇﱃ ﻣﺎ ﻳﻠﻲ ‪:‬‬
‫ﺟﺪﻭﻝ‪ :2‬ﻤﻘﺎﺭﻨﺔ ﺍﻟﻨﺘﺎﺌﺞ‬

‫ﺛﻼﺙ ﻣﺮﺍﻛﺰ ﺍﳋﺪﻣﺔ‬ ‫ﻣﺮﻛﺰﻱ ﺍﳋﺪﻣﺔ‬ ‫ﺍﻟﻨﻤﻮﺫﺝ‬

‫ﺍﳌﺆﺷﺮﺍﺕ‬

‫‪0.58‬‬ ‫‪0.87‬‬ ‫‪P‬‬

‫‪0.46‬‬ ‫‪5.71‬‬

‫‪2.21‬‬ ‫‪7.46‬‬

‫‪2.22‬‬ ‫‪27.42‬‬

‫‪10.55‬‬ ‫‪35.55‬‬

‫ﺍﳌﺼﺪﺭ‪ :‬ﻣﻦ ﺇﻋﺪﺍﺩ ﺍﻟﻄﺎﻟﺐ‬

‫ﺗﻔﺴﲑ ﺍﻟﻨﺘﺎﺋﺞ‬
‫‪ -‬ﺍﺣﺘﻤﺎﻝ ﺃﻥ ﻳﻜﻮﻥ ﺍﻟﻨﻈﺎﻡ ﻣﺸﻐﻮﻝ ﰲ ﻭﺣﺪﺓ ﺯﻣﻨﻴﺔ ﻫﻮ ‪ % 87‬ﺣﻴﺚ ﻧﻼﺣﻆ ﺃﻥ ﻋﻨﺪ ﺇﺿﺎﻓﺔ ﻗﻨﺎﺓ ﺛﺎﻟﺚ ﺍﳔﻔﺾ ﻣﻌﺎﻣﻞ‬
‫ﺍﻟﺘﺸﻐﻴﻞ ﻣﻦ ‪ % 87‬ﺇﱃ ‪ ، % 58‬ﻭ ﻫﺬﺍ ﻣﺎ ﻳﺪﻝ ﻋﻠﻰ ﺗﻨﺎﻗﺺ ﺍﻻﺯﺩﺣﺎﻡ ﺍﻟﺬﻱ ﺳﻮﻑ ﻳﻜﻮﻥ ﻣﻮﺟﻮﺩ ﰲ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ‪.‬‬
‫‪ -‬ﺍﳔﻔﺎﺽ ﻣﺘﻮﺳﻂ ﻋﺪﺩ ﻭﺣﺪﺍﺕ ﰲ ﺻﻒ ﺍﻧﺘﻈﺎﺭ ﻟﻴﺒﻠﻎ ‪ 0.46‬ﻭﺣﺪﺓ ﺑﻴﻨﻤﺎ ﻛﺎﻥ ‪ 5.71‬ﻭﺣﺪﺓ‪.‬‬
‫‪ -‬ﺍﳔﻔﺎﺽ ﻣﺘﻮﺳﻂ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺻﻒ ﺍﻻﻧﺘﻈﺎﺭ ﻟﻴﺒﻠﻎ ‪ 10.55‬ﺩﻗﻴﻘﺔ ﺑﻴﻨﻤﺎ ﻛﺎﻥ ﻣﺘﻮﺳﻂ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ‬
‫ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺍﻟﻨﻈﺎﻡ ﻫﻮ ‪ 35.55‬ﺩﻗﻴﻘﺔ‪.‬‬
‫ﻣﻦ ﺧﻼﻝ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺘﺤﺼﻞ ﻋﻠﻴﻬﺎ ﻧﻼﺣﻆ ﺃﻥ ﺗﻘﺪﱘ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﳋﺪﻣﺔ ﺑﺜﻼﺙ ﻗﻨﻮﺍﺕ ﺳﻮﻑ ﻳﺴﺎﻋﺪﻫﺎ ﻋﻠﻰ ﲣﻔﻴﺾ ﺍﻟﻮﻗﺖ‬
‫ﺍﳌﺴﺘﻐﺮﻕ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺍﳋﺪﻣﺔ ‪ ،‬ﻭﻫﻜﺬﺍ ﻳﻜﻮﻥ ﻗﺪ ﰎ ﲢﺴﲔ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ ﺍﻟﱵ ﺗﻘﺪﻡ ﻟﻠﻌﻤﻼﺀ‪.‬‬
‫ﻭ ﻋﻠﻴﻪ ﺇﺫﺍ ﺃﺭﺍﺩ ﻣﺪﻳﺮ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺃﻥ ﻳﺼﻞ ﺇﱃ ﻣﺴﺘﻮﻯ ﻓﻌﺎﻟﻴﺔ ﺍﳋﺪﻣﺔ ﻓﺈﻧﻪ ﳎﱪ ﻋﻠﻰ ﺇﺿﺎﻓﺔ ﻣﺮﻛﺰ ﺧﺪﻣﺔ ﺟﺪﻳﺪﺓ ﻋﻠﻰ ﺍﻟﺘﻮﺍﺯﻱ ﻷﻥ‬
‫ﻣﻘﺎﻳﻴﺲ ﺍﻷﺩﺍﺀ ﺍﻟﻔﻌﻠﻴﺔ ﻟﻠﺨﺪﻣﺔ ﺳﺘﺘﻐﲑ ﺑﺸﻜﻞ ﺇﳚﺎﰊ‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﺧﻼﺻﺔ‪:‬‬
‫ﻟﻘﺪ ﺩﺍﺭﺕ ﺍﻹﺷﻜﺎﻟﻴﺔ ﺍﳌﻮﺿﻮﻉ ﺍﳌﻌﺎﰿ ﺣﻮﻝ ﻛﻴﻔﻴﺔ ﺍﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﻘﻴﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ‪ ،‬ﻭ ﻣﻦ ﻫﺬﺍ ﺍﳌﻨﻄﻠﻖ ﰎ ﺗﻘﺴﻴﻢ‬
‫ﲝﺜﻨﺎ ﻫﺬﺍ ﺇﱃ ﳏﻮﺭﻳﻦ ﺣﻴﺚ ﺳﻠﻄﻨﺎ ﺍﻟﻀﻮﺀ ﰲ ﺍﶈﻮﺭ ﺍﻷﻭﻝ ﺇﱃ ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﻭ ﺫﻟﻚ ﺑﺈﻋﻄﺎﺀ ﻧﻈﺮﺓ ﺷﺎﻣﻠﺔ ﺣﻮﻝ ﻧﻈﺮﻱ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ‬
‫ﺃﻣﺎ ﺍﶈﻮﺭ ﺍﻟﺜﺎﱐ ﻓﻜﺎﻥ ﻣﻦ ﺍﻟﻀﺮﻭﺭﻱ ﺇﺳﻘﺎﻁ ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﻋﻠﻰ ﺍﻟﻮﺍﻗﻊ ﺍﻟﻔﻌﻠﻲ ﺃﻭ ﺍﻟﻌﻤﻠﻲ ﺣﻴﺚ ﰎ ﺍﺧﺘﻴﺎﺭ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﻛﻤﺤﻞ ﻟﻠﺪﺭﺍﺳﺔ‬
‫ﻭ ﺫﻟﻚ ﻟﻼﺯﺩﺣﺎﻡ ﺍﻟﻜﺒﲑ ﺍﻟﺬﻱ ﻳﻌﺎﱐ ﻣﻨﻪ ﺣﻴﺚ ﺣﺎﻭﻟﻨﺎ ﺗﻄﺒﻴﻖ ﳕﻮﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﳊﻞ ﻫﺬﻩ ﺍﳌﺸﻜﻠﺔ‪.‬‬
‫ﺑﻌﺪ ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺪﺭﺍﺳﺔ ﲤﻜﻨﺎ ﻣﻦ ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﲨﻠﺔ ﻣﻦ ﺍﻟﻨﺘﺎﺋﺞ ﺃﳘﻬﺎ ‪:‬‬
‫‪ -‬ﺑﻔﻀﻞ ﺍﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰎ ﺗﺴﺠﻴﻞ ﺍﳔﻔﺎﺽ ﰲ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺍﻟﻨﻈﺎﻡ ﻣﻘﺎﺭﻧﺔ ﻣﻊ ﻭﺿﻌﻬﺎ ﺍﳊﺎﱄ ﻭ ﺫﻟﻚ‬
‫ﻳﺪﻝ ﻋﻠﻰ ﲢﺴﲔ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻱ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ‪.‬‬
‫‪ -‬ﺇﻥ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﳋﱪﺓ ﻭ ﺍﻟﺘﺠﺮﺑﺔ ﰲ ﺍﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺃﻭ ﺗﻘﻴﻴﻢ ﺍﻷﺩﺍﺀ ﺃﺻﺒﺤﺖ ﻏﲑ ﳎﺪﻳﺔ ﰲ ﺃﻏﻠﺐ ﺍﻷﺣﻴﺎﻥ‪ ،‬ﻣﺜﻼ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﻟﺬﻱ‬
‫ﲤﺤﻮﺭﺕ ﻋﻠﻴﻪ ﺍﻟﺪﺭﺍﺳﺔ ﻓﺈﻥ ﻋﺪﻡ ﺍﺳﺘﺨﺪﺍﻡ ﻟﻨﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﺗﻘﻴﻴﻢ ﻣﺴﺘﻮﻯ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺔ ﺃﺩﻯ ﺇﱃ ﻇﻬﻮﺭ ﺍﺯﺩﺣﺎﻡ ﻛﺒﲑ ﻭ‬
‫ﻋﻠﻰ ﻃﻮﻝ ﺍﻟﻮﻗﺖ‪ ،‬ﻭ ﻳﻌﻮﺩ ﺍﻟﺴﺒﺐ ﻟﺬﻟﻚ ﻫﻮ ﻟﻌﺪﻡ ﺗﻮﻓﺮ ﳐﺘﺼﲔ ﰲ ﳎﺎﻝ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﻣﺮﺍﻛﺰ ﺍﻟﱪﻳﺪ ﻣﻦ ﺟﻬﺔ ﺃﻭ‬
‫ﻟﻌﺪﻡ ﻓﻬﻢ ﻭ ﺍﻗﺘﻨﺎﻉ ﺍﳌﺪﻳﺮﻳﻦ ﺑﺎﻷﳘﻴﺔ ﻫﺬﻩ ﺍﻷﺳﺎﻟﻴﺐ ﻣﻦ ﺟﻬﺔ ﺃﺧﺮ‪.‬‬
‫ﻟﻘﺪ ﺩﺍﺭﺕ ﺍﻹﺷﻜﺎﻟﻴﺔ ﺍﳌﻮﺿﻮﻉ ﺍﳌﻌﺎﰿ ﺣﻮﻝ ﻛﻴﻔﻴﺔ ﺍﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﻘﻴﻴﻢ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ‪ ،‬ﻭ ﻣﻦ ﻫﺬﺍ ﺍﳌﻨﻄﻠﻖ ﰎ‬
‫ﺗﻘﺴﻴﻢ ﲝﺜﻨﺎ ﻫﺬﺍ ﺇﱃ ﳏﻮﺭﻳﻦ ﺣﻴﺚ ﺳﻠﻄﻨﺎ ﺍﻟﻀﻮﺀ ﰲ ﺍﶈﻮﺭ ﺍﻷﻭﻝ ﺇﱃ ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﻭ ﺫﻟﻚ ﺑﺈﻋﻄﺎﺀ ﻧﻈﺮﺓ ﺷﺎﻣﻠﺔ ﺣﻮﻝ ﻧﻈﺮﻱ ﺻﻔﻮﻑ‬
‫ﺍﻻﻧﺘﻈﺎﺭ ﺃﻣﺎ ﺍﶈﻮﺭ ﺍﻟﺜﺎﱐ ﻓﻜﺎﻥ ﻣﻦ ﺍﻟﻀﺮﻭﺭﻱ ﺇﺳﻘﺎﻁ ﺍﳉﺎﻧﺐ ﺍﻟﻨﻈﺮﻱ ﻋﻠﻰ ﺍﻟﻮﺍﻗﻊ ﺍﻟﻔﻌﻠﻲ ﺃﻭ ﺍﻟﻌﻤﻠﻲ ﺣﻴﺚ ﰎ ﺍﺧﺘﻴﺎﺭ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﻛﻤﺤﻞ‬
‫ﻟﻠﺪﺭﺍﺳﺔ ﻭ ﺫﻟﻚ ﻟﻼﺯﺩﺣﺎﻡ ﺍﻟﻜﺒﲑ ﺍﻟﺬﻱ ﻳﻌﺎﱐ ﻣﻨﻪ ﺣﻴﺚ ﺣﺎﻭﻟﻨﺎ ﺗﻄﺒﻴﻖ ﳕﻮﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﳊﻞ ﻫﺬﻩ ﺍﳌﺸﻜﻠﺔ‪.‬‬
‫ﺑﻌﺪ ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺪﺭﺍﺳﺔ ﲤﻜﻨﺎ ﻣﻦ ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﲨﻠﺔ ﻣﻦ ﺍﻟﻨﺘﺎﺋﺞ ﺃﳘﻬﺎ ‪:‬‬
‫‪ -‬ﺑﻔﻀﻞ ﺍﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰎ ﺗﺴﺠﻴﻞ ﺍﳔﻔﺎﺽ ﰲ ﻭﻗﺖ ﺍﻟﻮﺣﺪﺓ ﺍﳌﺴﺘﻐﺮﻕ ﰲ ﺍﻟﻨﻈﺎﻡ ﻣﻘﺎﺭﻧﺔ ﻣﻊ ﻭﺿﻌﻬﺎ ﺍﳊﺎﱄ ﻭ ﺫﻟﻚ‬
‫ﻳﺪﻝ ﻋﻠﻰ ﲢﺴﲔ ﻣﺴﺘﻮﻯ ﺍﳋﺪﻣﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻱ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ‪.‬‬
‫‪ -‬ﺇﻥ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﳋﱪﺓ ﻭ ﺍﻟﺘﺠﺮﺑﺔ ﰲ ﺍﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺃﻭ ﺗﻘﻴﻴﻢ ﺍﻷﺩﺍﺀ ﺃﺻﺒﺤﺖ ﻏﲑ ﳎﺪﻳﺔ ﰲ ﺃﻏﻠﺐ ﺍﻷﺣﻴﺎﻥ‪ ،‬ﻣﺜﻼ ﻣﺮﻛﺰ ﺍﻟﱪﻳﺪ ﺍﻟﺬﻱ‬
‫ﲤﺤﻮﺭﺕ ﻋﻠﻴﻪ ﺍﻟﺪﺭﺍﺳﺔ ﻓﺈﻥ ﻋﺪﻡ ﺍﺳﺘﺨﺪﺍﻡ ﻟﻨﻈﺮﻳﺔ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﰲ ﺗﻘﻴﻴﻢ ﻣﺴﺘﻮﻯ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺔ ﺃﺩﻯ ﺇﱃ ﻇﻬﻮﺭ ﺍﺯﺩﺣﺎﻡ ﻛﺒﲑ ﻭ‬
‫ﻋﻠﻰ ﻃﻮﻝ ﺍﻟﻮﻗﺖ‪ ،‬ﻭ ﻳﻌﻮﺩ ﺍﻟﺴﺒﺐ ﻟﺬﻟﻚ ﻫﻮ ﻟﻌﺪﻡ ﺗﻮﻓ ﺮ ﳐﺘﺼﲔ ﰲ ﳎﺎﻝ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﻣﺮﺍﻛﺰ ﺍﻟﱪﻳﺪ ﻣﻦ ﺟﻬﺔ ﺃﻭ‬
‫ﻟﻌﺪﻡ ﻓﻬﻢ ﻭ ﺍﻗﺘﻨﺎﻉ ﺍﳌﺪﻳﺮﻳﻦ ﺑﺎﻷﳘﻴﺔ ﻫﺬﻩ ﺍﻷﺳﺎﻟﻴﺐ ﻣﻦ ﺟﻬﺔ ﺃﺧﺮ‪.‬‬

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 ‫ﳎﻠﺔ ﺍﻟﻌﻠﻮﻡ ﺍﻻﺩﺍﺭﻳﺔ ﻭﺍﳌﺎﻟﻴﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﻟﺸﻬﻴﺪ ﲪﻪ ﳋﻀﺮ ﺑﺎﻟﻮﺍﺩﻱ‪ .‬ﺍﳉﺰﺍﺋﺮ‪ ،‬ﺍ‪‬ﻠﺪ ‪ ،01‬ﺍﻟﻌﺪﺩ ‪ ،01‬ﺩﻳﺴﻤﱪ ‪2017‬‬

‫ﺍﻻﺣﺎﻻﺕ ﻭﺍﳌﺮﺍﺟﻊ‪:‬‬

‫‪1‬ﺣﺎﻣﺪ ﺳﻌﺪ ﻧﻮﺭ ﺍﻟﺸﻤﺮﰐ ﻭ ﻋﻠﻲ ﺧﻠﻴﻞ ﺍﻟﺰﺑﻴﺪﻱ ‪ :‬ﻣﺪﺧﻞ ﺇﱃ ﲝﻮﺙ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﺩﺍﺭ ﳎﺪﻻﻭﻱ ﻟﻠﻨﺸﺮ ﻭ ﺍﻟﺘﻮﺯﻳﻊ‪ ،‬ﺍﻟﻄﺒﻌﺔ ﺍﻷﻭﱃ‪ ،2007 ،‬ﺍﻷﺭﺩﻥ‪ ،‬ﺹ ‪.455‬‬

‫ﻟﺘﺤﺴﲔ ﺍﳉﻮﺩﺓ‪ ،‬ﻣﻠﺘﻘﻰ ﺩﻭﱃ ﺣﻮﻝ ﺻﻨﻊ ﺍﻟﻘﺮﺍﺭ ﰲ‬ ‫‪2‬ﺑﻮﺷﻮﻝ ﺍﻟﺴﻌﻴﺪ ﻭ ﺍﺧﺮﻭﻥ ‪ :‬ﲢﻠﻴﻞ ﻃﻮﺍﺑﲑ ﺍﻧﺘﻈﺎﺭ ﺍﳋﺪﻣﺎﺕ ﺑﺎﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻭ ﺩﻭﺭﻫﺎ ﰲ ﺍﲣﺎﺫ ﻗﺮﺍﺭﺍﺕ‬
‫ﻣﺆﺳﺴﺔ ﺍﻻﻗﺘﺼﺎﺩﻳﺔ‪ ،‬ﺟﺎﻣﻌﺔ ﺍﳌﺴﻴﻠﺔ ‪.2009‬‬
‫‪3‬ﺗﻮﻓﻴﻖ ﳏﻤﺪ ﻣﺎﺿﻲ ‪ :‬ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﰲ ﳎﺎﻝ ﺇﺩﺍﺭﺓ ‪ ،‬ﺩﺍﺭ ﺍﳉﺎﻣﻌﺔ‪ ،‬ﺍﻹﺳﻜﻨﺪﺭﻳﺔ‪ ،1999 ،‬ﺹ ‪.338‬‬
‫‪4‬‬
‫‪Frédéric Sur, Les files d’attente recherche opérationnelle, cours de tronc commun Scientifique, école des mines de Nancy, P8.‬‬
‫‪5‬‬
‫‪Sébastien Le Digabel, Introduction aux files d’attente, Ecole polytechnique de Montréal, 2016, P5‬‬
‫‪6‬ﺳﻬﻴﻠﺔ ﻋﺒﺪ ﺍﷲ ﺳﻌﻴﺪ ‪ :‬ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﻭ ﺍﻟﺒﺤﻮﺙ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻣﻜﺘﺒﺔ ﺍﳊﺎﻣﺪ‪ ،‬ﻋﻤﺎﻥ‪.337 ،2007 ،‬‬

‫‪7‬ﺳﻌﺪﻱ ﻫﻨﺪ ‪ :‬ﺍﺳﺘﺨﺪﺍﻡ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﺘﺤﺴﲔ ﻓﻌﺎﻟﻴﺔ ﺍﳋﺪﻣﺎﺕ ﰲ ﺍﳌﺮﺍﻛﺰ ﺍﻟﺼﺤﻴﺔ‪ -‬ﺩﺭﺍﺳﺔ ﻣﻴﺪﺍﻧﻴﺔ ﰲ ﺍﳌﺆﺳﺴﺔ ﺍﻟﻌﻤﻮﻣﻴﺔ ﺍﻻﺳﺘﺸﻔﺎﺋﻴﺔ ﺏ ﺍﳌﺴﻴﻠﺔ‪ ،-‬ﺭﺳﺎﻟﺔ ﻣﻘﺪﻣﺔ ﻟﻨﻴﻞ‬
‫ﺷﻬﺎﺩﺓ ﻣﺎﺟﺴﺘﲑ‪ ،‬ﺟﺎﻣﻌﺔ ﻣﺴﻴﻠﺔ‪ ،2012-2011،‬ﺹ‪.50‬‬

‫‪8‬ﺣﺎﻣﺪ ﺳﻌﺪ ﻧﻮﺭ ﺍﻟﺸﻤﺮﰐ ﻭ ﻋﻠﻲ ﺧﻠﻴﻞ ﺍﻟﺰﺑﻴﺪﻱ ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ ‪.457‬‬

‫‪9‬ﺃﲪﺪ ﻋﺒﺪ ﺇﲰﺎﻋﻴﻞ ﺍﻟﺼﻔﺎﺭ ﻭ ﻣﺎﺟﺪﺓ ﻋﺒﺪ ﺍﻟﻠﻄﻴﻒ ﺍﻟﺘﻤﻴﻤﻲ ‪ :‬ﲝﻮﺙ ﺍﻟﻌﻤﻠﻴﺎﺕ ‪ ،‬ﺩﺍﺭ ﺍﳌﻨﺎﻫﺞ ﻟﻠﻨﺸﺮ ﻭ ﺍﻟﺘﻮﺯﻳﻊ ‪ ،‬ﺍﻷﺭﺩﻥ‪ ، 2008 ،‬ﺹ ‪-496.10‬‬
‫‪10‬ﺇﺑﺮﺍﻫﻴﻢ ﺍﻟﻌﺒﺪ ‪ :‬ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﰲ ﺍﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻳﺔ‪ ،‬ﺩﺍﺭ ﺍﳉﺎﻣﻌﺔ ﺍﳉﺪﻳﺪﺓ‪ ،‬ﻣﺼﺮ‪ ،2004 ،‬ﺹ ‪.428‬‬

‫‪11‬ﺃﳏﻤﺪ ﺗﻮﻓﻴﻖ ﺍﻟﺒﻠﻘﻴﲏ ﻭ ﻣﺮﻓﺖ ﻃﻠﻌﺖ ﺍﶈﻼﻭﻱ ‪ :‬ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﰲ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﺍﻟﺪﺍﺭ ﺍﳌﺮﻳﺦ ﻟﻠﻨﺸﺮ‪،‬ﺭﻳﺎﺽ‪ ،2006 ،‬ﺹ ‪.751‬‬

‫‪12‬ﳒﺎﺡ ﺑﻮﻟﻮﺩﺍﻥ ﻭ ﺍﻟﺴﻌﺪﻱ ﺭﺟﺎﻝ ‪ :‬ﺗﻄﺒﻴﻖ ﳕﺎﺫﺝ ﺻﻔﻮﻑ ﺍﻻﻧﺘﻈﺎﺭ ﻟﻘﻴﺎﺱ ﺟﻮﺩﺓ ﺍﳋﺪﻣﺔ ﺍﻟﺒﻨﻜﻴﺔ‪ ،‬ﻣﻠﺘﻘﻰ ﺩﻭﱃ ﺣﻮﻝ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﻜﻤﻴﺔ ﻭ ﺩﻭﺭﻫﺎ ﰲ ﻏﺘﺨﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺍﻻﺩﺍﺭﻳﺔ‪ ،‬ﺟﺎﻣﻌﺔ‬
‫ﺳﻜﻴﻜﺪﺓ‪ ،‬ﺹ‪8‬‬
‫‪13‬ﺳﻠﻴﻤﺎﻥ ﳏﻤﺪ ﻣﺮﺟﺎﻥ‪ :‬ﲝﻮﺙ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﺩﺍﺭ ﺍﻟﻜﺘﺐ ﺍﻟﻮﻃﻨﻴﺔ‪ ،‬ﺑﻨﻐﺎﺯﻱ‪ ،2002 ،‬ﺹ‪.258‬‬

‫‪14‬ﺃﲪﺪ ﻋﺒﺪ ﺇﲰﺎﻋﻴﻞ ﺍﻟﺼﻔﺎﺭ ﻭ ﻣﺎﺟﺪﺓ ﻋﺒﺪ ﺍﻟﻠﻄﻴﻒ ﺍﻟﺘﻤﻴﻤﻲ ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ ‪ ،‬ﺹ ‪.501‬‬

‫‪15‬ﺣﺎﻣﺪ ﺳﻌﺪ ﻧﻮﺭ ﺍﻟﺸﻤﺮﰐ‪ ،‬ﻋﻠﻲ ﺧﻠﻴﻞ ﺍﻟﺰﺑﻴﺪﻱ ‪ :‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ ‪.470-468‬‬

‫‪16‬ﻣﺼﻄﻔﻰ ﻣﺼﻄﻔﻰ ﻣﻮﺳﻰ ﻭ ﳛﻲ ﻋﺒﺪ ﺍﻟﻌﻈﻴﻢ ﺍﳌﺸﺪ ‪ :‬ﳕﺬﺟﺔ ﺍﻟﻘﺮﺍﺭﺍﺕ ﻭ ﲝﻮﺙ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﺩﺍﺭ ﺍﳌﺮﻳﺦ ﻟﻠﻨﺸﺮ ﻭ ﺍﻟﺘﻮﺯﻳﻊ‪ ،‬ﺍﳌﻤﻠﻜﺔ ﺍﻟﻌﺮﺑﻴﺔ ﺍﻟﺴﻌﻮﺩﻳﺔ‪ ،2007 ،‬ﺹ ‪.579‬‬
‫‪17‬‬
‫‪Frederick hillier and gerald Liberman, Introduction to operation research, stanforf university, P38.‬‬

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