The Bank Queues And Study Of Service Improve Reengineering

In recent years, the contradiction between the demand and the bank’s capabilities for financial services is very prominent, The problem of bank queuing becomes the focus of public and media attention. This greatly reduces the degree of customer satisfaction and loyalty, and badly affects the commercial banks’ corporate image and social image. Most banks have been widely used queuing machine, but it can not absolutely solve this problem of bank queuing, customers also need to wait extensive time to accept counter service."Queue hijacking" phenomenon greatly affected the experience of customers, and even has become one of the important factors of customer chum. Therefore, to take effective measures to properly solve the problem of bank queuing, and effectively improve banks’ service quality of level has important practical significance.The article based on the bank queuing problem of M Branch (Banks’) as an example, diagnose it from three aspects:customer’s reason of themselves, queuing rules, bank queuing processes, and try to solve the queuing problem.First, the queue improvements. According to business processing time, M Branch can classify the business to two parts, short-time business and long-time business, and different business should be queue queued separately at special window. Meanwhile, the rule of called the custmer of banks operating window should be configured parametrically, the article put forward the " preferred shorter process time " approach, it using rapid business window, to quickly reduce the number of customers waiting in line, accelerate business process speed and reduce congestion of the business hall.Secondly, the business processes improvement. the article proposes logic analysis to banking business, the bank supporting high frequency flexible packaging business handled, and classify the business to three parts, the businesses that customer can complete lonely., the businesses need bank’s confirm, and the the highest frequency business that customer continuously apply.The three businesses are handle in different ways, the virtual and physical operations combined to improve business efficiency. You can also use a variety of innovative and effective equipment to make up for deficiencies teller functions, convergence of work to do business, to provide " one-stop " service.Finally, we propose to strengthen the professional training of employees, while managing bank employees humane care, enhance internal and external customer satisfaction.The paper presents a viable solution to alleviate the problem bank queuing, try to shorten customer wait time and improving the efficiency of bank businesses. The author hope the paper can help bank managers to solve the queuing problem by provides decision-making.