模拟和模拟零售管理实践：第一种方法
Modelling and simulating retail management practices: a first approach
摘要：
多智能体系统为理解工作世界提供了一种新的、令人兴奋的方式。我们应用基于代理的建模和仿真，调查一组问题在零售方面。具体而言，我们正在努力了解车间人员管理实践与零售业绩之间的关系。尽管我们正在一个相对新颖和复杂的领域中工作，但很明显，使用基于代理的方法为未来提高组织能力提供了巨大的潜力。我们的多学科研究团队与英国十大零售商之一密切合作，收集数据，了解车间运营和部门的关键参与者（客户，员工和经理）。基于这个案例研究，我们已经建立和测试了我们的第一个版本的零售分支机构代理为基础的模拟模型，我们已经专注于我们如何能够模拟的影响，人员管理的做法，客户满意度和销售。在我们的实验中，我们将员工发展和收银员授权作为车间管理实践的两个例子。在本文中，我们描述了基本的概念思想和我们的仿真模型的功能。我们提出了一个选择，我们已经进行了实验，以验证我们的模拟模型，并显示其潜力回答“如果”的问题，在零售方面。我们还引入了一个新的绩效衡量标准，我们已经创建了量化客户对服务的满意度，根据他们的个人购物体验。
英文摘要：
Multi-agent systems offer a new and exciting way of understanding the world of work. We apply agent-based modeling and simulation to investigate a set of problems in a retail context. Specifically, we are working to understand the relationship between people management practices on the shop-floor and retail performance. Despite the fact we are working within a relatively novel and complex domain, it is clear that using an agent-based approach offers great potential for improving organizational capabilities in the future. Our multi-disciplinary research team has worked closely with one of the UK's top ten retailers to collect data and build an understanding of shop-floor operations and the key actors in a department (customers, staff, and managers). Based on this case study we have built and tested our first version of a retail branch agent-based simulation model where we have focused on how we can simulate the effects of people management practices on customer satisfaction and sales. In our experiments we have looked at employee development and cashier empowerment as two examples of shop floor management practices. In this paper we describe the underlying conceptual ideas and the features of our simulation model. We present a selection of experiments we have conducted in order to validate our simulation model and to show its potential for answering "what-if" questions in a retail context. We also introduce a novel performance measure which we have created to quantify customers' satisfaction with service, based on their individual shopping experiences.
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