M银行前台的“排队机劫持”现象与服务改进研究

发布时间：2019-05-18 16:47

【摘要】：近年来,顾客对金融服务的需求与银行自身服务能力之间的矛盾非常的突出,银行排队难问题一度成为社会舆论和媒体关注的焦点,这极大的降低了客户的满意度和忠诚度,影响了商业银行的企业形象和社会形象。尽管大多数银行都已经普遍使用排队叫号机,但排队叫号机并无法给银行带来业务办理次序的绝对公平,客户从排队叫号机取得一张号码后,便只能苦苦等待才能接受柜台服务。“排队机劫持”现象极大的影响了客户的体验度,甚至已经成为客户流失的重要因素之一。因此,采取有效措施,妥善解决银行排队问题,切实提高银行服务质量和水平,具有重要的现实意义。本文通过对M银行前台排队等候问题进行诊断,从顾客原因、排队叫号服务规则、银行业务流程三方面进行等候原因分类诊断,并在此基础上提出解决排队等候问题的对策：首先,针对排队的改善,提出按照业务类型、业务办理时间进行繁简分类,根据工序时间长短分开进行排队,对银行营业窗口叫号规则进行参数化配置,通过“作业时间短者优先”的办法,利用快速业务窗口,达到迅速减少排队等候顾客数量的效果,加快业务办理速度,降低营业厅堂的拥挤程度。其次,针对银行业务流程的改善,提出对银行业务进行逻辑分析,对高频配套业务灵活打包办理,对客户可单独完成的业务、需银行确认处理的业务,以及客户连续办理频度最高的业务种类进行归类整理,采用不同的方式区别处理,将虚拟柜员与实体柜员操作相结合,提高业务处理效率。还可以有效利用各种创新机具,弥补低柜柜员的功能缺陷,做好高、低柜业务衔接工作,为客户提供“一站式”服务。最后,本文提出要强化员工业务培训,同时以人文关怀管理好银行员工,提升内外部客户的满意度。本文为缓解银行排队问题提出了较为可行的方案,对缩短客户等待时间、提高银行业务处理效率具有较强的指导作用,为银行经营管理者提供了决策参考。
[Abstract]:In recent years, the contradiction between customers' demand for financial services and the ability of banks to serve themselves is very prominent. The problem of bank queuing has once become the focus of public opinion and media attention, which has greatly reduced customer satisfaction and loyalty. It affects the corporate image and social image of commercial banks. Although queuing machines are already widely used in most banks, queuing machines do not bring absolute fairness to the business order of banks. After customers get a number from the queue call machine, You have to wait hard to accept the counter service. The phenomenon of "queue machine hijacking" has greatly affected the experience of customers, and has even become one of the important factors of customer turnover. Therefore, it is of great practical significance to take effective measures to solve the problem of bank queuing and to improve the quality and level of bank service. In this paper, the waiting problem at the front desk of M Bank is diagnosed, and the waiting reasons are classified and diagnosed from three aspects: customer reasons, queuing service rules and banking business processes. On this basis, the countermeasures to solve the queuing problem are put forward: first of all, in view of the improvement of queuing, it is proposed that the business processing time should be classified according to the business type and the business processing time, and the queuing should be carried out separately according to the length of the process time. The call number rule of bank business window is parametrized, and the fast business window is used to reduce the number of customers waiting in line and speed up the speed of business processing through the method of "giving priority to those with short working time". Reduce the congestion in the business hall. Secondly, in view of the improvement of the banking business process, this paper puts forward the logical analysis of the banking business, the flexible packaging and processing of the high-frequency supporting business, the business that the customer can complete separately, and the business that the bank needs to confirm and deal with. And the business categories with the highest frequency of continuous processing are classified and sorted out, and the virtual teller and the physical teller are combined to improve the efficiency of business processing by using different ways to distinguish the operation of the virtual teller and the physical teller. It can also make effective use of all kinds of innovative equipment, make up for the functional defects of low cabinet teller, do a good job of high and low cabinet business connection work, and provide "one stop" service for customers. Finally, this paper proposes to strengthen staff business training, at the same time, humanistic care to manage bank staff, improve the satisfaction of internal and external customers. This paper puts forward a feasible scheme to alleviate the problem of bank queuing, which plays a strong guiding role in shortening the waiting time of customers and improving the efficiency of bank business processing, and provides a reference for bank managers to make decisions.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.33

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