Research On Queuing Management Of Agricultural Bank Of Shenzhen Baoan Branch

The bank queuing has plagued many commercial banks. This problem is not only a specific phenomenon, the more evolving into a social problem, which has increasingly fierce financial services contradictions. Solving the bank queuing problems is important ways of looking for new business bank growth.This article chooses the case of queuing problem of Bank of Shenzhen Baoan branch, in view of a common question of long time that the banks conducting business, using the theories of management science, analysing queuing reason from two aspects of the input and output, from the customer demand, the needs of the business, customer satisfaction and within the bank service process, existing problems and other links do systemic analysis. Based on the analysis of the above, this article puts forward suggestions from the bank’s internal business process, personnel setting, channel construction, the resources using and so on, which include:(1)adjusting process of bank service;(2) set up a key position, strengthen site management;(3) through construction of the channel and tapping customers;(4) focus on analysis of customer psychological;(5) strengthen training site service personnel;(6) perfect evaluation mechanism of service quality. Setting key personnel and performance appraisal are the main innovation and results.In order to make solutions smoothly executing, this article puts forward a security mechanism from the internal and external, making solutions can play a role in a good environment. Internal security mechanism including optimizing service process, setting key internal management job, shunting customers through channels construction, focus on customer psychological analysis, strengthening the training of the site service personnel, perfecting service evaluation mechanism, according to different rules flexible adjustment queuing model line; external security mechanism including external third party company checking regularly supervision, regularly completing scheduled questionnaire survey and media publicity shunts financial services. Theory researching and case analysis indicate that, optimizing and reforming the bank internal business process and personnel setting, and establishing internal and external security mechanism, all has a big relief effect for bank queuing problems, with strongly practical significance. At the same time, I hope this research providing reference for other bank queuing.