Copyright © IFAC Management and Control of Production and Logistics, Carnpinas, SP, Brazil, 1997 APPLICATION OF QUEUING SYSTEMS WITH MANY CLASSES OF CUSTOMERS FOR STRUCTURAL OPTIMISA nON OF BANKS Boguslaw Filipowicz*, Boguslaw Bieda**, *AGH-University of Mining and Metallurgy Institute of Automatics. AI. Mickiewicza 30. 30-059 KrakOw. Poland. faxl tf048 34 15 68. e-mail:idzi@ia.agh.edu. pl. **AGH-University of Mining and Metallurgy Management Faculty. Al . Mickiewicza 30. 30-059 Krak6w. Poland Abstract: A significant increase of demand for various services is one of the characteristics of the country economic development. In all the service processes service quality has become a predominant factor. Lengthening of time of a customer service due to firms ' and companies' mismanagement may be the reason for their smaller profits. The aim of this paper is to show the usability of a model based on the queuing system theory in the improvement of operations within a given bank. A model of queuing networks with many classes of customers has been worked out on the basis of a selected bank. Copyright © 1998lFAC Keywords: queuing systems, queuing network with many classes of customers 1. INTRODUCTION A growing demand for various types of customer services in such areas as money turnover, passenger and freight transport, co-operation between compa- nies, banking system development. is one of the critical features of economic reform in each country. A predominant problem of service quality i.e. meeting customers' needs arises during such processes. Inefficient organisation has a critical impact on service realisation time which, in turn. can lead to significant reduction of companies' time profitability. Practice shows that some technical and economic problems are so complex. that their 149 investigation without the application of a model system seems to be impossible. Model researches are easier to carry out than experimental ones. In case of the former a model is not at risk. Model application makes it practically possible to compare decision' s variants, choose the most appropriate solution according to the quality criteria, and to introduce a decision game which enables to make predictions of system behaviour after some decisions have been taken. The main objective of the paper is to show usefulness of a modeL based on a queuing network theory, in the improvement of interbank operations.