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Improving the management of client flows in the banking sector
[Совершенствование Системы Управления Клиентскими Потоками В Банковской Сфере]

Author

Listed:
  • Molodetskaya, Svetlana (Молодецкая, Светлана)

    (Russian Presidential Academy of National Economy and Public Administration, Ural Institute of Management)

  • Molodetskiy, Vladislav (Молодецкий, Владислав)

    (Liberal Arts University)

Abstract

Cash flow management as well as customer flow management have become available in the digital space. The modern digital world makes it possible today to embody various ideas, including the management of client flows in the bank. With the help of logistic systems, it is possible to monitor and control various flows: material, transport, monetary, customer. This work considers managing client flows in the banking sector. Purpose. To develop a technology to manage client flows in the banking sector. Methodology. To assess the quality of customer service in this work, various statistical methods of information processing are used, including regression analysis, including mathematical models based on uniformly distributed flows, Poisson flows, customer flows with an exponentially distributed interval between customers and intensity are developed. The initial development of the model was carried out in Excel. The analysis showed that the model developed in Excel couldn’t take into account all dynamic processes, since to determine the average customer service time will be applicable only for the Poisson customer flow and exponentially distributed service time. Due to the analysis, it was determined that a similar question can be solved by means of simulation. The development of the model was carried out using the software AnyLogic. Results. The developed model of quality customer service allows you to reallocate resources in such a way that it is possible to reduce the waiting time in the queue for customers. This model can be used in various banks.

Suggested Citation

  • Molodetskaya, Svetlana (Молодецкая, Светлана) & Molodetskiy, Vladislav (Молодецкий, Владислав), 2019. "Improving the management of client flows in the banking sector [Совершенствование Системы Управления Клиентскими Потоками В Банковской Сфере]," Voprosy upravleniya / Management Issues, Russian Presidential Academy of National Economy and Public Administration, pages 200-216.
    • Handle: RePEc:rnp:mngiss:m19222
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