Research On Queuing Management In Branch A Of Bank M

The economy has entered a "new normal",with increasingly fierce competition among banks.In order to stand out in the fierce competition,it is still on the services of banks.Taking Xiamen branch A of bank M as the research object,this paper focuses on the analysis of the queuing status of branch A,and finds that it has problems such as complicated business operation system and cumbersome process,customer flow is high peak frequency,unreasonable arrangement of self-service equipment and loss of function,teller configuration is not reasonable,the lobby staffs service consciousness is weak,and insufficient supporting services in the waiting process.Secondly,the paper use the queuing model,questionnaire survey,queuing psychology and other methods are used to make an in-depth analysis of the queuing problem and its causes of branch A.The corresponding optimization scheme is designed,including the optimization of business system and process,effective mechanism of customer flow,all-around adjustment of self-service equipment,scientific management and training of counters and lobby personnel,as well as supporting services to improve the waiting process.Finally,the paper makes a comprehensive evaluation of the proposed optimization scheme by combining qualitative and quantitative analysis.On the one hand,the optimal number of economic Windows is evaluated by queuing model.On the other hand,we start from different business scenarios to evaluate the queuing situation of business scenarios after implementing the optimization scheme.On the whole,the implementation of the optimized plan effectively improves the customer experience,reduced the queuing time and labor intensity of employees,and further improved the service operation and management ability of branch A.The research results of this paper have certain reference value and significance for the queue management of commercial Banks in the same industry,improving the service capacity of the business office,so as to improve the sense of customer experience and enhance the competitiveness of the network.