Z銀行網(wǎng)點(diǎn)客戶排隊(duì)管理研究
[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.
【學(xué)位授予單位】:北京交通大學(xué)
【學(xué)位級別】:碩士
【學(xué)位授予年份】:2014
【分類號】:F832.3
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