استخدام صفوف الانتظار في تنظيم عمل المصرف التجاري السوري

Authors

  • عبد الهادي الرفاعي
  • علا اسبير

Abstract

يقدم المصرف التجاري السوري بفروعه المتعددة باقة من الخدمات المصرفية التي يسعى من خلالها لإرضاء جميع زبائنه وجذب عدد كبير من الزبائن الجدد. وفي سعيه لتحقيق رضى الزبون الدائم وجد المصرف أن ذلك محاط بمجموعة من المشاكل أهمها حالات الازدحام الخانقة التي تشهدها الفروع والناتجة عن سوء تنظيم لتقديم الخدمة الأمر الذي انعكس سلباً على الخدمة المقدمة والزبون. وفي هذا البحث تمت دراسة حالات الازدحام وتدفقات الزبائن المتوقعة بناءً على مراقبة يومية لمعدلات الوصول والمغادرة على مدار عام 2010 بالكامل في الفرع الأول للمصرف التجاري السوري في محافظة اللاذقية ، حيث تمت نمذجة العلاقة بين معدلات الوصول وأيام العمل المختلفة ، وتم التوصل الى خطة عمل دقيقة تضمن تنظيم العمل في المصرف بشكل جيد من خلال استخدام نماذج صفوف الانتظار حيث تم تحديد عدد المراكز الواجب وضعها في الخدمة في كل يوم عمل من 14 الى 18 مركز خدمة بما يضمن تقديم الخدمة بأسرع وقت ممكن . The commercial bank of Syria produces various banking services, and its branches trying to gratify its clients, and attracting new clients. It is trying to achieve its clients every time, and to inquire this ideal, it confronts many problems, one of these is overcome jam, that we can find in every branches, and it happened when the serves had not organized. So the serves was not be good, and the client was not be gratifying. In this research, we want to study the kind of expected rate arrival, so we watched rate arrival for the year 2010 in the first branch of the commercial bank of Syria in lattakia city. We expected a relationship between the rate arrival and the time, and find good work planet to organization the work by using queuing theory, we find number of certain servers that to be from 14 to 18 certain to produce service in the shorter time.

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Published

2016-07-13

How to Cite

الرفاعي ع. ا., & اسبير ع. (2016). استخدام صفوف الانتظار في تنظيم عمل المصرف التجاري السوري. Tishreen University Journal- Economic and Legal Sciences Series, 37(2). Retrieved from https://journal.tishreen.edu.sy/index.php/econlaw/article/view/1709

Issue

Vol. 37 No. 2 (2015): العلوم الاقتصادية والقانونية

Section

Articles

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