Research On Improvement Of Service Window Configuration Of L Bank Branch

Nowadays,with the fast expansion of China’s economy,the conflict between citizens’ growing financial demands and the imbalance in the supply of banking service capacity is becoming increasingly serious,which makes the queuing problem become one of the key factors affecting the development of the bank.The increase of customer queuing time will lead to the decrease of customer satisfaction,the loss of high net worth customers,and the dissatisfaction caused by the overworked front desk staff.As a consequence,it is particularly critical for banks to balance the relationship among banks,customers and employees.This paper takes A branch of the L Bank as the research object by a case study.Firstly,after evaluating its business process and queuing status,as well as conducting a questionnaire poll on consumers of branch A and the L Bank front desk employees,the analysis discovers that the most significant concern is the long queue time of customers.Secondly,the sample survey approach is used to statistically examine the customer arrival rate,tellers’ service efficiency,the waiting time that the customer can bear,and the maximum daily workload that staff can tolerate in order to develop a queuing model.Then,combined with Matble,the relevant operation indicators of the standard M/M/C queuing model are simulated and calculated,and the simulation results of the variation in parameters such as the length of queues with the number of Windows are analyzed.Finally,according to the bank cost optimization principle,the window of the bank customer waiting problem is determined,the number of windows with the lowest cost is determined,and an optimization plan for the branch queuing problem is provided.Simultaneously,the customer arrival rate at various times is introduced.The M/M/C model is improved.Dynamic control is carried out for each time period of branch A.The optimal number of windows for each time period is optimized,and the bank’s dynamic operation and management process is controlled and supervised.Furthermore,specific suggestions and improvement measures are put forward to enhance the queue condition of outlets through multi-channel consumer diversion,appointment processing to regulate customer arrival rate,shorten the waiting time of customers and staff training.Overall,the implementation of the optimization plan for bank queuing service management can effectively reduce the waiting time of customers,improve the work efficiency of employees,improve customer satisfaction and enhance the service operation and management ability of the branches.The research results of this paper have certain reference value for other commercial banks in solving the queuing service problem of bank branches.