Nigerian Journal of Technology

Log in or Register to get access to full text downloads.

Remember me or Register

Customer-Teller Scheduling System for Optimizing Banks Service

OE Agbo, TA Nwodoh


Customer satisfaction is a concern to service industries as customers expect to be served promptly when they arrive. Demand for service is highly variable: depends on hour of the day, or day of the week, or even dates of the month. For a service industry like a Bank, there is a need for effcient Bank Teller scheduling system which takes into account varying customer service demand levels. This paper models Bank Teller scheduling system for optimizing a Banks customer service. The model takes into account real time system behaviour including changing customer arrival rates throughout the day and customer balking. It provides scheduling rules and the corresponding service levels when demand varies with cost minimisation as goals.

AJOL African Journals Online