Study On Customers'waiting Time Optimization In The Business Hall Of Branch A Of ICBC

With the development of science and technology,the bank develops more projects to attract more customers to handle business,but also caused a lot of queuing problems.So the queuing problem has gradually developed into an unavoidable problem.In the environment of world economic development,China,as the leader of developing countries,has a very broad development prospect.The income of citizens is on the rise,and gradually aware of financial management issues.In such a situation of short supply,commercial banks increase the types of projects and customize personalized services for different customers.But its business model is in urgent need of change.The business with explosive growth and the endurance of counter manual service are gradually broken.The most direct performance is the queuing problem.In this paper,a multi window M / M / C queuing theory model with average arrival rate ? subject to Poisson distribution and average service rate ? subject to negative exponential distribution is used to model and analyze the bank customer queuing problem.Through field investigation,data collection and sorting are carried out,and then relevant parametersare obtained to optimize the customer queuing scheme of bank a,and the research results are obtained As follows:(1)from the perspective of the combination of bank operating costs and customer satisfaction.From the customer's point of view,under the condition of meeting the maximum waiting time tolerance of customers,the solution of setting the lowest window is obtained;at the same time,from the bank's point of view,how to reduce the bank's input cost,improve the bank's service level,and maximize the bank's income is analyzed;combining with the economic optimization model in the queuing system,the cost optimization is carried out,and the solution is obtained Optimized service scale solution.(2)control and management of the dynamic operation of the bank window.By analyzing the number of bank customers arriving in each time period,introducing different customer arrival rate ?,improving the queuing theory model,dynamically controlling each time period of bank a branch,setting the optimal number of windows in each time period,and controlling and supervising the dynamic operation management process of bank(3)combining the theory of on-site management with the M / M /C model of queuing theory,this paper puts forward the relevant measures to improve and solve the problem of customer queuing in bank outlets from the perspectives of service efficiency,dynamic window setting of banks and on-site improvement.The above research results provide a theoretical basis for the bank to improve the field and service quality,and have a certain application value for the bank to improve the field management.