Abstract:
We live in a fast moving world where we are moving even faster and our time is more
precious than jewels which definitely cannot be wasted through waiting in big lines.
However waiting in lines is consequent to overcrowded service providing spaces,
system and server capacity overload or due to congestion. Anytime when there is
more customer demand for a service than can be provided, forms a waiting line.
Waiting time depends on the number of people waiting, the number of servers serving
the queue, and the serving time for individual customer. It is the demand of time and
technologically advanced modern world to develop a model to reduce customer
waiting time to ensure effective at the same time efficient world class customer
service for any organization.
This study aims to develop a comprehensive policy for server assignment of bank
teller operation representing one of the eminent banks in the banking industry of
Bangladesh- Dutch-Bangla Bank Limited popularly known as DBBL. With its 130
branches around the country the bank has voluminous customers to be served on
weekdays through its cash counters. Managing long queues during peak business
hours has always been a great dilemma for DBBL. The existing poor queue
management system of DBBL explains the escalating customer dissatisfaction. In this
above revealed situation, service quality improvement can be achieved by increasing
the number of servers, but conversely it will incur additional cost. Hence, the
necessity to optimize total operating cost by determining the optimal balance between
the cost of making customers to wait for service and the cost of providing additional
service.
This study develops an integrated model to maximize the long-run average throughput
by forecasting the number of customers from historical data, consequently assessing
the required number of servers (tellers) in a dynamic way and assigning the customers
to the servers in an effective and efficient way in achieving waiting time reduction at
the same time attaining customer satisfaction. On a concluding note this report
successfully illustrates the minimized customer waiting time in banks.
