在這篇論文中，藉由一個二維度的馬可夫鏈， 建立保護VIP線路同時允許重試現象的一般客戶線路的數學模型。 我們提出一個融合階段演算法以處理此二維度的馬可夫鏈，並且提出管理成本函數以研究在客服中心中最適當的服務人員數目 。藉由逼近法，找出一般顧客在重試群裡的平均等候時間和等候時間機率分配函數的上界與下界。 數值結果說明逼近方法對於計算一個很大的系統時可以省下很多計算時間，而且不失準確性。 最後，我們探討逼近法和實際解之間的誤差，數值結果也說明隨著系統容量或顧客到達率的增加，逼近法將更為準確。 / In this thesis, we model a call center with guard channel scheme for VIP calls and retrial phenomenon for regular calls by a 2-dimensional Markov chain. We present a phase merging algorithm to solve the 2-dimensional Markov chain and a managerial cost function corresponding to studying the optimum number of servers in a call center. Also we will obtain upper and lower bounds with probability distribution functions of waiting time by using approximation. Numerical results show the approximation can save computational time without losing precision in the case of a call center with large capacity. Moreover, errors of the approximation are discussed, and it shows that the approximation is more accurate when the capacity of system or the arrival rate is large.

「銀行保險」業務在銀行業者整合行銷推展下，已顯現其經營成果，並逐漸佔有舉足輕重之地位。財產保險業者在飽受市場業務費率激烈競爭下殺情況下，積極開發新的保險通路。於焉，雙方的業務結合便順理成章的形成。財產保險業者面對經營規模遠大於自己的銀行業者，如何以最適的作業平台來總控其作業流程，發揮最大效益，便成為最重要的課題之一。 本文首先藉由對歐美日本等先進國家的銀行保險經營成果探討，歸納出「銀行保險」業務的成功關鍵要素；進而評估分析國內銀行業者從事「銀行保險」業務的發展現況及財產保險業者推行本項業務的不足缺失，嘗試以個案公司設立「銀行保險」業務作業平台的經驗來克服不利因素和建制最適的作業平台。 最後，本文提出對建制「銀行保險」業務作業平台時需特別注意的結論與建議，期能對推展本項業務者起到遵循的參考作用，並推廣適用到其他的保險領域。 關鍵字：銀行保險、直效行銷、作業平台、平衡計分卡、顧客關係管理、客戶服務中心 / Bancassurance business is booming and plays an important role on the Banks. Simultaneously, non-life insurers are trying to explore new sales channels under the fierce pricing competition. Therefore, it is naturally binding these two territories as a whole. Facing the tremendous challenges from the Banks, to establish an appropriate working platform for streamlining operations is indispensable for the Non-life insurers. This paper at first examines the experience of managing Bancassurance business in USA, Europe and Japan and contributes to the success factors of it. Then, by analyzing it the current situations of the development of the Banks and the disadvantages of doing it on the Non-life insurance side, this paper wishes to conquer these difficulties and to construct an utmost appropriate working platform. Finally, this paper shows out the conclusions and recommendations for the establishment of Bancassurance working platform. Wish it could be of assistance to those participants and could be applicable to other insurance territories. Key words: Bancassurance, Direct Marketing, Working Platform, The Balanced Scorecard, Customer Relationship Management, Customer Service Center