Large bank is in process of configuring teller operations

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Reference no: EM132239105

The operations manager of a soon-to-open branch of a large bank is in the process of configuring teller operations. Currently some branches have a separate teller line for customers who have a single transaction, while other branches don’t have separate lines.

The manager wants to avoid complaints about long waits that have been received at some branches. Because the demographics differ from location to location, a system that works at one branch won’t necessarily work at another.

The manager has obtained data on processing times from the bank’s home office and is ready to explore different options for configuring operations. (Fortunately she has her textbook and CD from when she took an operations management course at a nearby university.) An average of 79 customers are processed during the noon hour. The average processing time for customers with a single transaction is 71 seconds, while the processing time for customers with multiple transactions is 206 seconds. Prior records suggest that 54 percent of the customers are expected to have multiple transactions.

One time that will get special attention is the noon hour on Friday. The plan is to have five tellers available. Under consideration are the following options:

Question 1

a. Have one waiting line and have the first person in line go to the next available teller.

b. Have two waiting lines: one teller for customers who have a single transaction and four tellers who would handle customers who have multiple transactions.

Question 2

What is the projected average waiting time for the system with five all-purpose lines?

(Consider the service time for each type of customer, and the distribution of each type with regard to the total number of customers)

Question 3

What is the projected average waiting time for the system with one single-transaction/four multiple-transaction lines? (Consider the arrival rate for each type of customer, and the distribution of each type with regard to the total number of customers)

Question 4

If you were the manager, which option would you select? Why? Explain the disparity between the results for the two options. What assumptions did you make in your analysis?

Reference no: EM132239105

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