排队论在银行客户服务中心的应用
发布时间：2019-06-19 16:33
【摘要】：近年来,随着自助化和网络化的发展,银行的客户服务中心的需求也逐渐增强,服务重心逐渐由交易转移到客户。如何高效运营客户服务中心成为银行考虑的问题。从客户角度来看,要能够有效地节约客户的等待时间成本,而从银行方面来看,要用最低的成本实现高效的运营。 本文通过采集南京建设银行的客户呼叫中心数据,对数据进行整理分析得出客户服务中心所对应的排队系统模型,即M|M|S|∞模型,在此基础上通过分析求解系统各性能指标,对系统进行最优化,实现最优的座席、服务方式、服务率等。在M|M|S|∞模型的基础上,考虑客户在排队等待过程中不耐烦放弃和重试的因素,分别建立了对应的排队系统,即基于不耐烦的M|M|s|K+M模型和重试的M|M|S|K模型,通过对系统的各性能指标进行分析得出系统的最佳运营状态。
[Abstract]:In recent years, with the development of self-service and networking, the demand of the customer service center of the bank is gradually enhanced, and the center of gravity of the service is gradually transferred from the transaction to the customer. How to operate the customer service center with high efficiency becomes a problem to be considered by the bank. The customer's point of view is to be able to effectively save the customer's waiting time and, from the bank's point of view, use the lowest cost to achieve efficient operation. In this paper, the data of the customer call center of Nanjing University is collected, and the data is analyzed and analyzed to obtain the queuing system model corresponding to the customer service center, that is, the M | M | S | model, on which the system is optimized by analyzing the performance indexes of the system. the optimal agent, the service mode and the service rate are realized, On the basis of M | M | S | K model, the corresponding queuing system is established, that is, based on the impatient M | M | s | K + M model and the retry M | M | S | K model. The optimal operation of the system is obtained by analyzing the performance indexes of the system.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：O226;F832.2
本文编号：2502487
[Abstract]:In recent years, with the development of self-service and networking, the demand of the customer service center of the bank is gradually enhanced, and the center of gravity of the service is gradually transferred from the transaction to the customer. How to operate the customer service center with high efficiency becomes a problem to be considered by the bank. The customer's point of view is to be able to effectively save the customer's waiting time and, from the bank's point of view, use the lowest cost to achieve efficient operation. In this paper, the data of the customer call center of Nanjing University is collected, and the data is analyzed and analyzed to obtain the queuing system model corresponding to the customer service center, that is, the M | M | S | model, on which the system is optimized by analyzing the performance indexes of the system. the optimal agent, the service mode and the service rate are realized, On the basis of M | M | S | K model, the corresponding queuing system is established, that is, based on the impatient M | M | s | K + M model and the retry M | M | S | K model. The optimal operation of the system is obtained by analyzing the performance indexes of the system.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：O226;F832.2
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