Abstract One of the main objectives in Bank customer-orientation is to reduce the waiting time of customers at the branch. One solution is optimal utilization of capacity and adequate facilities. Employing more than enough may cause additional costs to the Bank. This paper uses a new methodology to determine the optimal combination of equipment and facilities in Bank branches.  For this purpose, mathematical model consisting of minimizing the objective function and some constraints was developed. We solved this model by using Simulated Annealing algorithm of answers or simulation scenarios with respect to the objective function so that the optimal plausible scenario is chosen. In this method, first possible scenarios are made by considering issue constraints, using MATLAB and simulation software ED in 50 times (each time 8 hours). Finally, with respect to the combined equipment and facilities of each scenario, the costs of using equipment  and  the cost of losts customers  were calculated, and a scenario in which 4 Rial  booths,  2 exchange booths, 3 facility booths, and two ATM booths  are used with the lowest  cost, WAS chosen as  the optimal scenario.

Abstract Method for Reliability Evaluation of users bank branches Customer satisfaction is one of the Successful factors for banks to achieve excellence. Apparently, making an error or mistake is kind of exceptions in serving our customers. But the fact is happening in the real world. This study examines the causes of human errors and calculates the reliability of users' work in bank branches. This has contributed to the literature, completing questionary by experts, professionals and users of bank branches to collect information, analyze users' jobs and identify errors. In this study, we use HEART method which is a measuring method of reliability. After calculating and analyzing of collected data, the reliability rate has obtained 0.072.finally we proposed some ways to decrease error rate and also we can refer important factors like improper behavior of boss, assistant and customer with users and perform some contemporary work with high volume. : Reliability, human error, Bank Tellers, HEART method