排队论在银行自动叫号系统中的应用与分析

【摘要】自从中国加入WTO以来，金融业开放程度大大增加，企业和个人使用外资银行的比重逐渐上升，这使我国的传统银行业务水平和服务模式受到很大的冲击。本文首先概述排队论和自动叫号系统的概念及其在企业管理中的应用与一般方法与步骤，然后以深圳某国有商业银行的营业厅为例，就其现行的自动叫号系统排队服务的各种情况和数据进行探讨，通过系统的研究方法,包括定性和定量的分析、利用排队论原理建立排队模型和求解，最后对求解的结果进行分析，并提出合理建议。
【关键词】自动叫号系统；排队系统；M/M/S模型；客户满意度
【Abstract】Since China joined the WTO, the opening of the financial industry has increased significantly, businesses and individuals use the proportion of foreign banks increased gradually, so that China's traditional banking business model and level of service have great impact. First, this thesis summarizes queuing theory and automatic call system s’ concept, and its application and the general methods and steps in corporation management, and then according to a Shenzhen state-owned commercial banks as an example, analyses its existing automated call system of the service of the queue Circumstances and data, through the research methods, including qualitative and quantitative analysis, use the queuing theory and model for the establishment of the queue, the final solution to the results of the analysis and make reasonable proposals.

【Keywords】Auto-queued System, Queuing System, M/M/S Model, Customer satisfaction

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