Гибридная имитационная модель отделения банка как системы массового обслуживания: роль человеческого фактора

This paper continues consideration of computer simulation of a bank branch by means of GPSS World and structural-morphological analysis. In a previous work the bank is modeled by a set of queuing systems. Following the first article in this part we report on the development of a simulation model to examine the influence of skills, motivation and an emotional condition of the bank personnel on its labour productivity and overall performance with clients. The results of research are described briefly and confirm a hypothesis about an applicability of such approach to reengineering of banking business processes.