Z银行网点客户排队管理研究
发布时间：2018-10-11 18:49
【摘要】：Z银行营业网点因频繁发生的严重排队现象招致客户的不满,致使客户频繁投诉且大量流失,同时也使柜面服务人员也因长期超负荷工作产生厌烦情绪以致难以管理等等。如何在银行服务能力和客户数量之间找到一个均衡点,妥善处理好客户、员工以及领导者的关系,实现Z银行网点效益最大化是本文立意之所在。 本文结合作者实地实习工作经历对Z银行营业网点客户排队问题展开分析并提出了较为全面可行的一系列改进措施。本文首先运用工业工程方法对Z银行营业大厅的运营管理现状展开分析；然后对Z银行网点排队现象的原因展开数据论证与分析；进而运用抽样调查统计的方法,对客户的到达率、柜员的服务效率、客户可承受等待时间、员工每日可承受最大工作量等指标进行统计分析,然后运用运筹学排队论知识与模型对排队系统的多个系统参数进行测算、对比,得出排队系统优化的整体解决方案和措施：通过选址、分流等手段调节客户流；通过业务专业化分工、流程再造、改进绩效考核、技能培训等方法提高业务处理速度；运用排队论模型通过调研计算确定银行网点最佳的窗口数量以及柜员编制,使服务能力和客户流之间达到均衡；通过研究客户行为规律优化设施布局,改善客户等待心理,开设弹性窗口等。本研究对管理科学理论用于银行网点窗口设置与柜员编制核定做出了有益探索,延伸了科学管理的应用范畴。
[Abstract]:Due to the frequent occurrence of serious queuing phenomenon, Z bank business network causes customer dissatisfaction, which causes frequent complaints and mass loss of customers, but also makes the counter service staff have tired mood due to long-term overload work, which makes it difficult to manage, and so on. How to find a balance point between the bank service capacity and the number of customers, properly handle the relationship among customers, employees and leaders, and realize the benefit maximization of Z bank network is the purpose of this paper. Based on the author's practical experience, this paper analyzes the problem of customer queuing in Z bank and puts forward a series of improvement measures. In this paper, first of all, industrial engineering method is used to analyze the current situation of operation and management of Z bank's business hall; then, the reasons of the phenomenon of Z bank network queuing are demonstrated and analyzed, and then the method of sample investigation and statistics is used. The arrival rate of customers, the service efficiency of teller, the waiting time of customers, the maximum workload of employees and so on are analyzed. Then by using the knowledge of operational research queuing theory and model to calculate and compare the system parameters of queuing system, the overall solution and measures of queuing system optimization are obtained: adjusting customer flow by means of location selection, diversion and so on; Through the professional division of labor, process reengineering, improving performance appraisal, skills training and other methods to improve business processing speed, the use of queuing theory model through investigation and calculation to determine the best number of bank outlets as well as the number of tellers, Make the balance between service ability and customer flow, optimize the layout of facilities by studying customer behavior law, improve customer waiting psychology, open flexible window and so on. This research has made the beneficial exploration to the management science theory to the bank dot window establishment and the teller establishment approval, has extended the scientific management application scope.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.3
本文编号：2264873
[Abstract]:Due to the frequent occurrence of serious queuing phenomenon, Z bank business network causes customer dissatisfaction, which causes frequent complaints and mass loss of customers, but also makes the counter service staff have tired mood due to long-term overload work, which makes it difficult to manage, and so on. How to find a balance point between the bank service capacity and the number of customers, properly handle the relationship among customers, employees and leaders, and realize the benefit maximization of Z bank network is the purpose of this paper. Based on the author's practical experience, this paper analyzes the problem of customer queuing in Z bank and puts forward a series of improvement measures. In this paper, first of all, industrial engineering method is used to analyze the current situation of operation and management of Z bank's business hall; then, the reasons of the phenomenon of Z bank network queuing are demonstrated and analyzed, and then the method of sample investigation and statistics is used. The arrival rate of customers, the service efficiency of teller, the waiting time of customers, the maximum workload of employees and so on are analyzed. Then by using the knowledge of operational research queuing theory and model to calculate and compare the system parameters of queuing system, the overall solution and measures of queuing system optimization are obtained: adjusting customer flow by means of location selection, diversion and so on; Through the professional division of labor, process reengineering, improving performance appraisal, skills training and other methods to improve business processing speed, the use of queuing theory model through investigation and calculation to determine the best number of bank outlets as well as the number of tellers, Make the balance between service ability and customer flow, optimize the layout of facilities by studying customer behavior law, improve customer waiting psychology, open flexible window and so on. This research has made the beneficial exploration to the management science theory to the bank dot window establishment and the teller establishment approval, has extended the scientific management application scope.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.3
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