Analysis And Improvement Strategies On Bank’s Personal Housing Mortgage Loan Processes Based On Queuing Theory

With economic development, deepening of financial reform and supervision, especially July 20th,2013 the People’s Bank of China announced that China fully liberalized lending rates, coupled with the prevalence of Internet financial products such as "Yu Ebao", China’s banking "Golden Age" is already in the past. Marketing Interest rate and supporting the " Yu Ebao" as the representative of a range of Internet innovative financial products, means that domestic and foreign banks, as well as China’s banking industry to compete with the Internet financiers more directly and intensely. Therefore, Improvement of credit processes is on the agenda.The old banks’personal housing mortgage loan processes have many problems, such as lack of appointment registration mechanism and information disclosure mechanism. And these result in customers waiting too long and customer managers’ work efficiency too low. The worst is the bank couldn’t form the competitiveness credit service processes. Through analysis of the existing queuing model M/M/n, the credit processes could be improved. First, adjusting the existing customer flow to change customer arrival rate. Second, opening loan information to enhance the customer participation. The third is to improve the existing credit service arrangements so that employees have a reasonable time to rest and customer managers have low mobility. The last is to form the improved queuing model and personal housing mortgage loan flowchart.Feature of the article is that the first use of queuing theory to empirical analysis of bank credit service processes confusing, to resolve the queuing headache problem, to control the cost of bank improving service and the cost of customers waiting and to create a new competitive credit services processes.