论文标题
豪华轿车服务管理：具有预测分析和优化的能力计划
Limousine Service Management: Capacity Planning with Predictive Analytics and Optimization
论文作者
论文摘要
豪华酒店中的豪华轿车服务是酒店行业整个客户旅程不可或缺的组成部分。新加坡最大的酒店之一是全天管理的内部和外包车队，平均每月提供9000次旅行。对车辆的需求可能会迅速扩大，尤其是在该国的特殊活动和节日期间。通过备用备用车辆的额外外包车辆，每年为酒店付出了数百万美元的额外费用，可以满足过剩的需求。在一天中的小时内确定所需数量的豪华轿车是一个具有挑战性的服务能力计划问题。在本文中，引入了最近在酒店中解决此问题的转型旅程，每年的储蓄水平提高了320万美元。该方法以广泛可用的开源统计和电子表格优化工具以及机器人流程自动化为基础，以优化其豪华轿车和驱动因素机队的时间表，并为计划者/控制者提供决策，以提高持续的业务价值。
The limousine service in luxury hotels is an integral component of the whole customer journey in the hospitality industry. One of the largest hotels in Singapore manages a fleet of both in-house and outsourced vehicles around the clock, serving 9000 trips per month on average. The need for vehicles may scale up rapidly, especially during special events and festive periods in the country. The excess demand is met by having additional outsourced vehicles on standby, incurring millions of dollars of additional expenses per year for the hotel. Determining the required number of limousines by hour of the day is a challenging service capacity planning problem. In this paper, a recent transformational journey to manage this problem in the hotel is introduced, driving up to S\$3.2 million of savings per year with improved service level. The approach builds on widely available open-source statistical and spreadsheet optimization tools, along with robotic process automation, to optimize the schedule of its fleet of limousines and drivers, and to support decision-making for planners/controllers to drive sustained business value.
