Sub-optimization of bank queuing system by qualitative and quantitative analysis

This paper is a study of staff issues at the bank, ICBC China. Due to extra and imbalanced staff, the system was idle most of the time. By using the qualitative approach, M/M/s queuing model and discrete event simulation, the staff was sub-optimized. First, observation of the system was conducted and recorded using the existing operations system used by the bank. Arrival time of customers, service time, and the waiting time customers are willing to wait are all included in the data collection. Second, we analyzed the inter arrival time and service time by using the quantitative method and forecast the improvement in the system. We find out that the utilization of the system was very ineffective. Next, we suggested qualitative approach in the designing of queuing system of the bank. Finally, building and validation of a computer simulation model of a bank queuing system was conducted by using POM-QM software. A quantitative analysis and simulation was conducted and sub-optimized the system. The resulting design has a fewer number of service representatives, higher utilization and a waiting time within the limit of the customer´s expected time.