Analysis Of A Service System With Dynamic Time-Varying Demand ——Taking Bank A As An Example

In daily life,queuing phenomenon can be seen everywhere,such as people waiting to get on the bus to the station,line up to the hospital to see a doctor and line up bank to handle the business,etc.,these services have in common,the arrival of the customers have strong time-varying characteristics,customer requirements different points in time there is a big difference,but the opening of a number of servers is fixed,it is the main cause of imbalance between service supply and demand,system congestion and insufficient efficiency.Long waiting process not only affects service efficiency but also easily makes customers dissatisfied.Therefore,the number of server Settings during working hours has a strong flexibility,and timely response to customer demand at different points in time.However,it is difficult to accurately evaluate the system performance based on the classical steady-state model,so how to solve the problem of dynamic time-varying demand of stochastic service system has become the research focus in the field of queuing.Therefore,this thesis presents a dynamic queuing model,cost optimization and game analysis method,in a bank branch service system of the M _t/M/S_t queuing model for dynamic analysis,and customer requirements in order to alleviate the peak point of queuing congestion,or customer demand low increase the operating costs of problem.In order to achieve the goal of optimizing the allocation of service system resources,reducing the waiting time of customers in line,and improving customer service satisfaction.The results show that:first of all,compared with the classical steady-state queuing model,this method can plan a scientific and reasonable number of service windows according to the dynamic time-varying needs of customers,so as to effectively avoid the phenomenon of system congestion or resource waste.Secondly,the cost optimization model is used to solve the optimal resource allocation under the condition of minimizing the service system cost in each time interval,which reduces the customer waiting time cost and the loss of the bank service cost.Finally,from the perspective of potential customers'own strategic decision-making,the optimal counter number configuration under the condition of potential customers choosing to join the queuing system and bank cost minimization is determined,so as to achieve the overall optimization of the system,which has good practical value for attracting potential customers to join.The innovation of this thesis lies in:Applying dynamic queue model,cost optimization and combination method of game analysis model on the random service system comprehensive analysis,first determine the enterprise service costs and customer waiting time minimum cost under the condition of the optimal allocation of resources,second consider potential customers waiting time sensitivity,from the perspective of customer individual game,Explore how potential customers choose to agree or refuse to enter the service system according to their own utility.This thesis discusses the optimal resource allocation of the whole service system from the two dimensions of service enterprises and customers as micro subjects,in order to prevent the occurrence of resource waste,so as to achieve the goal of optimal system benefit.Finally,according to the empirical research results,the thesis is summarized,and the results show that improving all aspects of the system has important research value for improving customer satisfaction and service enterprise benefits.For service enterprises,this thesis puts forward relevant decision-making suggestions to improve customer satisfaction from six aspects:enhancing technological innovation,setting priority strategy,improving service design process,improving objective quality of service,setting waiting time guarantee system,and dynamic tracking design of service window.In this thesis,the research results on the allocation of bank resources and various suggestions can be directly applied to other random service systems,such as airline check-in window Settings,hospital emergency room doctor scheduling Settings,police patrol and other service systems.Therefore,it provides a theoretical basis and method model for the stochastic service system to solve the problem of queuing congestion,resource waste and cost optimization.