hossein talebi; maghsoud amiri; parham azimi
Volume 22, Issue 1 , June 2018, , Pages 95-118
Abstract
One of the most important goals moving toward banks customer satisfaction is reducing waiting time in branches. Banks are queuing system including that long queues of customers will cause Increase customer waiting time and decrease satisfaction. One of the effective solution for reducing waiting time ...
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One of the most important goals moving toward banks customer satisfaction is reducing waiting time in branches. Banks are queuing system including that long queues of customers will cause Increase customer waiting time and decrease satisfaction. One of the effective solution for reducing waiting time is optimizing number of service personnel in each sector which in addition to reduce the waiting time, it has increases employee engagement. In this paper, simulation and experimental design method has been applied to this topic. This paper is developing a model with two objectives; Minimizing customer wait times and maximizing working time of employees. First, the current status of MELLI bank branches is simulated by ED, then Improvement scenarios is implemented by DOE methods and finally model is solved by design-expert software. The results show that most favorable option is one electronic and clear employee and five Cashiers employees. Using this method resulted in reduced waiting time by 32 percent.
Parham Azimi; Khalil Sajjadi
Volume 18, Issue 4 , January 2015, , Pages 65-86
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 ...
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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.
