China Construction Bank A Branch Bank-Research Of STM Experiment

With the economic development into the new normal, the traditional banking business is facing severe challenges, the transformation of commercial banks is imminent. Which includes three key issues: resource allocation, channel management, assessment mechanism. Channel is the window of the bank to provide services, it is essential to change. Therefore, the CCB launched STM in 2015. Branch A as a comprehensive branch, is in the throes of business transformation, after the introduction of the STM, the results of the pilot deserve further study.This paper includes two parts: case and case analysis. In the part of case, introducing the industry background and STM project background, and branch A of the pilot process. In the case analysis part, based on correlation theory of queuing theory model, outlets and STM queuing and queue data for testing to determine the queuing model, calculating the STM and dot line index, STM pilot before two months of queueing indexes and STM replacement rate, through the data analysis of STM effect of the pilot. And then we carried out the prediction and analysis, the conclusion is: under the current situation of the pilot, if continue to reduce the cabinet units, customers during peak hours will appear the phenomenon of queuing, need to further improve the replacement rate of STM before the calculation of the data, the outlets of human transformation goals.Finally, according to the results of the analysis, The paper gives some management suggestions. The most important is to put STM into to the network queuing system, the queuing machine according to STM and counter the idle condition, intelligently distributes customers. At the same time, classifying business for STM, then setting up different types of services for the region, according to business characteristics to achieve rapid processing.