【摘要】：Z銀行營業(yè)網(wǎng)點因頻繁發(fā)生的嚴重排隊現(xiàn)象招致客戶的不滿,致使客戶頻繁投訴且大量流失,同時也使柜面服務(wù)人員也因長期超負荷工作產(chǎn)生厭煩情緒以致難以管理等等。如何在銀行服務(wù)能力和客戶數(shù)量之間找到一個均衡點,妥善處理好客戶、員工以及領(lǐng)導(dǎo)者的關(guān)系,實現(xiàn)Z銀行網(wǎng)點效益最大化是本文立意之所在。 本文結(jié)合作者實地實習(xí)工作經(jīng)歷對Z銀行營業(yè)網(wǎng)點客戶排隊問題展開分析并提出了較為全面可行的一系列改進措施。本文首先運用工業(yè)工程方法對Z銀行營業(yè)大廳的運營管理現(xiàn)狀展開分析；然后對Z銀行網(wǎng)點排隊現(xiàn)象的原因展開數(shù)據(jù)論證與分析；進而運用抽樣調(diào)查統(tǒng)計的方法,對客戶的到達率、柜員的服務(wù)效率、客戶可承受等待時間、員工每日可承受最大工作量等指標(biāo)進行統(tǒng)計分析,然后運用運籌學(xué)排隊論知識與模型對排隊系統(tǒng)的多個系統(tǒng)參數(shù)進行測算、對比,得出排隊系統(tǒng)優(yōu)化的整體解決方案和措施：通過選址、分流等手段調(diào)節(jié)客戶流；通過業(yè)務(wù)專業(yè)化分工、流程再造、改進績效考核、技能培訓(xùn)等方法提高業(yè)務(wù)處理速度；運用排隊論模型通過調(diào)研計算確定銀行網(wǎng)點最佳的窗口數(shù)量以及柜員編制,使服務(wù)能力和客戶流之間達到均衡；通過研究客戶行為規(guī)律優(yōu)化設(shè)施布局,改善客戶等待心理,開設(shè)彈性窗口等。本研究對管理科學(xué)理論用于銀行網(wǎng)點窗口設(shè)置與柜員編制核定做出了有益探索,延伸了科學(xué)管理的應(yīng)用范疇。
[Abstract]:Due to the frequent occurrence of serious queuing phenomenon, Z bank business network causes customer dissatisfaction, which causes frequent complaints and mass loss of customers, but also makes the counter service staff have tired mood due to long-term overload work, which makes it difficult to manage, and so on. How to find a balance point between the bank service capacity and the number of customers, properly handle the relationship among customers, employees and leaders, and realize the benefit maximization of Z bank network is the purpose of this paper. Based on the author's practical experience, this paper analyzes the problem of customer queuing in Z bank and puts forward a series of improvement measures. In this paper, first of all, industrial engineering method is used to analyze the current situation of operation and management of Z bank's business hall; then, the reasons of the phenomenon of Z bank network queuing are demonstrated and analyzed, and then the method of sample investigation and statistics is used. The arrival rate of customers, the service efficiency of teller, the waiting time of customers, the maximum workload of employees and so on are analyzed. Then by using the knowledge of operational research queuing theory and model to calculate and compare the system parameters of queuing system, the overall solution and measures of queuing system optimization are obtained: adjusting customer flow by means of location selection, diversion and so on; Through the professional division of labor, process reengineering, improving performance appraisal, skills training and other methods to improve business processing speed, the use of queuing theory model through investigation and calculation to determine the best number of bank outlets as well as the number of tellers, Make the balance between service ability and customer flow, optimize the layout of facilities by studying customer behavior law, improve customer waiting psychology, open flexible window and so on. This research has made the beneficial exploration to the management science theory to the bank dot window establishment and the teller establishment approval, has extended the scientific management application scope.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F832.3

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