Research On The Optimization Of Business Network Window Service Of A Branch Of ICBC

As a heated issue among the public, currently bank queuing has met with strong dissatisfaction from vast bank customers. Therefore, how to solve bank queuing arising out of the development of commercial banks has been an important research subject. The increasingly rising Chinese economic strength and the continuous increase in incomes of the people have led to stepwise enhancement in financial management awareness of the people. So the bank customers have more and more requirements on financial products, and the existing bank operation mode is far from enough to satisfy the financial needs of customers. With the explosive increase in bank business, bank front desks are meeting with ever-increasing pressures, and queuing has been a prominent issue. If significant improvement in this issue fails to be made, it is certain that the brand image and core competitiveness of commercial banks will be diminished. As business windows in banks are the most direct carrier of bank service, the degree of service is decisive to the service quality of the bank and is an intrinsic reflection of bank service. The optimization of bank window service will contribute to the solution to bank queuing.To solve the queuing, first of all, commercial banks must transform their business philosophy, become customer-oriented, and make great efforts to improve their service level and quality, integrate both internal and external resources, and maximize customer loyalty, employee satisfaction and business profits. As queuing is closely linked to the service and management in commercial banks, the analysis and study of bank queuing will help optimize service windows of commercial banks. By optimizing configurations in service windows of banking offices, in other words, by seeking the optimal proportion between the time cost incurred by customers’queuing and the increased expenses caused by the improved service, the banks can improve their window service capability and enhance the overall service quality with the optimal investment. Firstly, the paper began with the discussion of the essence, characteristics and relevant theories of the service and service management in banking offices of commercial banks. Secondly, based on the business process, current queuing situation and causes in a certain provincial-level branch and Branch A of ICBC, the paper analyzed the queuing and proposed, based on actual situation, the optimal queuing model suitable to Branch A. Thirdly, according to the designed optimal queuing model, the paper obtained relevant quantitative indexes of the queuing model by sampling survey, and calculated the optimal number of service windows in banking offices, which would improve the service quality in banking offices. In addition, for further optimization of window service in banking offices, other specific measures to improve service quality of banking offices were proposed accordingly.The paper is expect to throw enlightenment on the solutions to such problems as service window optimization in banking offices, queuing phenomena in ICBC and the improvement in service quality in banking offices. Also it is expected to serve as reference to relevant banking offices of other banks during their solutions to this kind of problems in the future.