Customer-Teller Scheduling System for Optimizing Banks Service

  • OE Agbo
  • TA Nwodoh
Keywords: scheduler, service optimisation, queuing theory, simulation, customer satisfaction, integer programming, probability theory

Abstract

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.
Published
2012-01-30
Section
Research papers

Journal Identifiers


eISSN: 2467-8821
print ISSN: 0331-8443