Quality Control Procedures to Determine Staff Allocation in a Bank

Abstract

A major US bank has determined that none of its customers should have to wait more than three minutes for service. Presents a procedure that helps management allocate tellers to prevent any customer waiting time from exceeding the three‐minute limit. Uses X¯ and s charts to monitor the average waiting time and the standard deviation of waiting times. Customer waits exceeding three minutes and customer arrivals are monitored using c charts. The approach integrates the analysis of the c charts along with that of the X¯ and s charts to determine the number of tellers necessary to maintain customer service at the desired level. The lobby operations are simulated and the procedure illustrated using operational data supplied by the bank.

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