澳洲昆士兰大学论文代写:客户等待时间管理

澳洲昆士兰大学论文代写:客户等待时间管理

这里考虑的是银行网点服务流程(客户等待时间管理)。客户时间管理正迅速成为分行面临的问题;因为行业竞争激烈,大部分分支机构都在裁员(南华早报,2017;麦,2017)。不仅在银行实体网点,而且在电子网点,等待管理问题也越来越严重,这就是为什么当客户不想使用给定的选项时,他们喜欢直接与客户柜员代表打交道(Genpact, 2014)。

澳洲昆士兰大学论文代写:客户等待时间管理

现在在中国,许多银行业已经开始裁员。裁员的主要原因是削减开支。经济放缓已经导致许多自上而下的改革,像金贤这样的银行为了控制成本,正在裁员。在银行业顶尖银行的背景下,据估计,裁员22260人。在员工被淘汰的情况下,服务于客户需求的员工数量会减少。

客户等待时间被认为是客户满意度较可靠的指标之一,因此是银行的经营管理目标(Adam & Swamidass, 1989)。现在顾客的满意度会受到等待时间的影响,因为顾客不喜欢等待。当银行减少客户数量时,会对客户满意度产生负面影响。另一方面,分支机构人员过剩会增加运营成本。必须为银行找到合适的平衡。

澳洲昆士兰大学论文代写:客户等待时间管理

Bank physical outlets service process (customer waiting time management) is considered here. Customer time management is fast becoming an issue for branches; because the industry is competitive, and most of the branches are cutting down on staff (South China Morning Post, 2017; Mak, 2017). The wait management issues are becoming high not only in the bank physical outlet, but also in the case of the electronic viewpoint, this is why when customers do not want to use the given options, they like to directly deal with a customer teller representative (Genpact, 2014).

澳洲昆士兰大学论文代写:客户等待时间管理

Now in China, much of the banking industries have started eliminating jobs. This job elimination happens mainly because of the cutting back on expense. A slowing economy has led to many top down reforms and banks like JINXIAN are cutting back on staffing in order to control costs. In the context of the top banks in the industry, it was estimated that 22,260 jobs have been eliminated. What happens in the context of staff elimination is that there would be lesser number of staff to attend to customer needs.

Customer wait time is considered as one of the more reliable indicators of customer satisfaction and hence is an operational management objective for banks (Adam & Swamidass, 1989). Now customer satisfaction will be affected by wait times as customers will not like to wait. When banks reduce the number of customers, it has a negative influence on satisfaction. Overstaffing for branches on the other hand will increase operational expense. The right balance has to be found for the banks.