CASE :Staffing and Scheduling Bank Branch tellers

Table 14.9: Lobby, Monday-Thursday Average Time of day Arrivals 9 6.0 10 15.0 11 24.0 12 36.0 1 38.0 2 31.0 3 20.0 4 13.0

Average Service Time 3.0 Service Rate (per hour) 20.00 Cells outlined in red are INPUTS

2.0

12.0 6.5

Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 4 9 1.29 0.26 0.11 0.06 10 9.00 0.90 0.33 0.17 11 2.25 0.67 0.32 12 13.50 1.50 0.61 1 28.50 1.73 0.68 2 5.17 1.07 0.47 3 1.50 0.50 0.25 4 5.57 0.72 0.28 0.15 Avg time spent by customers in the line in a day 5.29 6.60 0.77 0.34

5 0.04 0.11 0.19 0.34 0.37 0.27 0.15 0.09

6 0.03 0.07 0.13 0.21 0.23 0.17 0.10 0.06

7 0.02 0.05 0.09 0.15 0.16 0.12 0.07 0.04

0.19

0.13

0.09

Amount of work required in a week 3666 minutes 61.1 hours Table 14.9: Drive through, Monday-Thursday Average Average Time of day Arrivals Service Time 9 5.0 3.0 10 7.0 11 15.0 Service Rate (per hour) 12 19.0 20.00 1 19.0

2 3 4

8.0 6.0 9.0

Cells outlined in red are INPUTS

Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 4 9 1.00 0.21 0.09 0.05 10 1.62 0.32 0.13 0.07 11 9.00 0.90 0.33 0.17 12 57.00 1.36 0.46 0.23 1 57.00 1.36 0.46 0.23 2 2.00 0.38 0.15 0.08 3 1.29 0.26 0.11 0.06 4 2.45 0.44 0.18 0.10 Avg time spent by customers in the line in a day

5 0.03 0.05 0.11 0.14 0.14 0.05 0.04 0.06

6 0.02 0.03 0.07 0.09 0.09 0.04 0.03 0.04

7 0.02 0.02 0.05 0.07 0.07 0.03 0.02 0.03

16.42

0.65

0.24

0.13

0.08

0.05

0.04

Amount of work required in a week 1659 minutes 27.65 hours

Q1) Total amount of work required in a week 5325 minutes 88.75 Hours Lobby Amount of work required in a week 3666 minutes 61.1 hours Drive-through Amount of work required in a week 1659 minutes 27.65 hours

Q2)

If inventory could be used, (employee works for 40 hours/hr) Tellers needed for lobby Tellers needed at drive through 1.5275 0.691 2 tellers at lobby 1 teller at drive through Totally 3 tellers

Submitted by: Table 14.9: Lobby, Friday Average Average Time of day Arrivals Service Time 9 15.0 3.0 10 21.0 11 45.0 Service Rate (per hour) 12 63.0 20.00 1 70.0 2 52.0 Cells outlined in 3 44.0 red are INPUTS 4 36.0 5 69.0 6 75.0 Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 4 9 9.00 0.90 0.33 0.17 10 1.66 0.54 0.27 11 3.00 0.96 12 2.78 1 5.25 2 6.50 1.39 3 2.75 0.92 4 13.50 1.50 0.61 Name: Roll No: Usha Radhakrishnan PGDMB-12/56

5 0.11 0.16 0.49 1.02 1.40 0.65 0.47 0.34

6 0.07 0.11 0.30 0.55 0.70 0.38 0.29 0.21

7 0.05 0.08 0.20 0.35 0.43 0.25 0.20 0.15

5 6 Avg time spent by customers in the line in a day

4.70 11.25

1.34 1.80

0.68 0.83

0.42 0.49

9.00

5.35

2.44

1.54

0.58

0.33

0.21

Table 14.9: Drive through, Friday Average Time of day Arrivals 9 10.0 10 15.0 11 24.0 12 30.0 1 32.0

Average Service Time 3.0 Service Rate (per hour) 20.00

18.0 Cells outlined in 9.0 red are INPUTS 10.0 28.0 25.0 Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 4 9 3.00 0.50 0.20 0.11 10 9.00 0.90 0.33 0.17 11 2.25 0.67 0.32 12 4.50 1.00 0.45 1 6.00 1.14 0.50 2 27.00 1.23 0.43 0.22 3 2.45 0.44 0.18 0.10 4 3.00 0.50 0.20 0.11

2 3 4 5 6

5 0.07 0.11 0.19 0.26 0.28 0.13 0.06 0.07

6 0.05 0.07 0.13 0.17 0.18 0.09 0.04 0.05

7 0.03 0.05 0.09 0.12 0.13 0.06 0.03 0.03

5 6 Avg time spent by customers in the line in a day

3.50 2.50

0.88 0.71

0.40 0.34

0.23 0.20

0.15 0.13

0.11 0.09

8.89

2.04

0.52

0.25

0.14

0.10

0.07

Lobby Drive through Mon thurs Fri Mon thurs Fri Waiting Waiting Waiting Time of day Tellers time in line Tellers time in line Tellers time in Tellers 9 - 10 am 1 1.29 2 0.90 1 1.00 10 - 11 am 2 0.90 2 1.66 1 1.62 11 - 12 noon 3 0.67 4 0.96 2 0.90 12 noon - 1 pm 3 1.50 4 2.78 2 1.36 1 - 2 pm 3 1.73 4 5.25 2 1.36 2 - 3 pm 3 1.07 4 1.39 1 2.00 3 - 4 pm 2 1.50 4 0.92 1 1.29 4 - 5 pm 2 0.72 3 1.50 2 0.44 5 - 6 pm 5 1.34 6 - 7 pm 5 1.80

2 2 3 3 3 2 2 2 3 3

Waiting time in 0.5 0.9 0.7 1.0 1.1 1.2 0.4 0.5 0.9 0.7

TOTAL Mon-thurs Fri Total tellersTotal tellers 2.0 4.0 3.0 4.0 5.0 7.0 5.0 7.0 5.0 7.0 4.0 6.0 3.0 6.0 4.0 5.0 8.0 8.0

Q3)

Requirement TOTAL Mon-thurs Time of day Total tellers 9 - 10 am 10 - 11 am 11 - 12 noon 12 noon - 1 pm 1 - 2 pm 2 - 3 pm 3 - 4 pm 4 - 5 pm 5 - 6 pm 6 - 7 pm

2.0 3.0 5.0 5.0 5.0 4.0 3.0 4.0

Fri Total tellers 4.0 4.0 7.0 7.0 7.0 6.0 6.0 5.0 8.0 8.0

To minimize both idle time and number of employees

LP Problem

Mon - thurs Fri

Full time tellers

Part time starting at 9 am to1 pm Part time starting at 10 am to 2 pm Part time starting at 11 am to 3 pm Part time starting at 12 pm to4 pm Part time starting at 1 pm to 5 pm Part time starting at 2 pm to 6 pm Part time starting at 3 pm to 7 pm Objective : Minimize total daily manpower cost Constraints: 9 - 10 am 6.00 10 - 11 am 6.00 11 - 12 noon 5.00 12 noon - 1 pm 5.00 1 - 2 pm 5.00 2 - 3 pm 7.00 3 - 4 pm 6.00 4 - 5 pm 6.00

6.00
0.00 0.00 1.00 0.00 0.00

Lunch at 11 lunch at 12 6.00 2.00 2.00 0.00 3.00 0.00 0.00 0.00 0.00 2.00 12.00

5 - 6 pm 6 - 7 pm Total employee hours

Q3) Employee Schedule - Mon to thurs Time Head Teller Teller 2 8:30 AM Administrative

6.00 9.00 7.00 7.00 7.00 6.00 8.00 8.00 8.00 8.00

>= >= >= >= >= >= >= >= >= >=

120.00 >=

For thurs For fri 2.0 4.0 3.0 4.0 5.0 7.0 5.0 7.0 5.0 7.0 4.0 6.0 3.0 6.0 4.0 5.0 8.0 8.0 Idle time 93.0 27.00

Teller 3

Teller 4

Teller 5

Teller 6

8:45 AM 9:00 AM 9:15 AM 9:30 AM 9:45 AM 10:00 AM 10:15 AM 10:30 AM 10:45 AM 11:00 AM 11:15 AM 11:30 AM 11:45 AM 12:00 PM 12:15 PM 12:30 PM 12:45 PM 1:00 PM 1:15 PM 1:30 PM 1:45 PM 2:00 PM 2:15 PM 2:30 PM 2:45 PM 3:00 PM 3:15 PM 3:30 PM 3:45 PM 4:00 PM 4:15 PM 4:30 PM 4:45 PM 5:00 PM 5:15 PM

Administrative Administrative Lobby Administrative Lobby Administrative Lobby Break Lobby Lobby Break Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lunch Lunch Lunch Lunch Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Administrative Lobby Administrative Lobby Administrative Lobby Administrative Lobby Administrative Lobby

Lobby Lobby Lobby Lobby Lobby Break Lobby Lobby Lobby Lobby Lobby Lobby Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Drive thru Drive thru Drive thru Drive thru Lobby Lobby Break Lobby Drive thru Drive thru Drive thru Drive thru Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Lobby Lobby Lobby Lobby Drive thru Drive thru Drive thru Drive thru Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Break Lobby Lobby Lobby Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru

Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Lunch Lunch Lunch Lunch Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Lobby Break Lobby Lobby Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru

Q3) Employee Schedule - Friday Time Head Teller Teller 2 8:30 AM Administrative 8:45 AM Administrative 9:00 AM Administrative Lobby 9:15 AM Administrative Lobby 9:30 AM Administrative Lobby 9:45 AM Break Lobby 10:00 AM Lobby Break 10:15 AM Lobby Lobby

Teller 3

Teller 4

Teller 5

Teller 6

Lobby Lobby Lobby Lobby Lobby Break

Drive thru Drive thru Drive thru Drive thru Lobby Drive thru

Lobby Lobby Lobby Drive thru Drive thru Break

Drive thru Drive thru Drive thru Break Drive thru Drive thru

10:30 AM 10:45 AM 11:00 AM 11:15 AM 11:30 AM 11:45 AM 12:00 PM 12:15 PM 12:30 PM 12:45 PM 1:00 PM 1:15 PM 1:30 PM 1:45 PM 2:00 PM 2:15 PM 2:30 PM 2:45 PM 3:00 PM 3:15 PM 3:30 PM 3:45 PM 4:00 PM 4:15 PM 4:30 PM 4:45 PM 5:00 PM 5:15 PM 5:30 PM 5:45 PM 6:00 PM 6:15 PM 6:30 PM 6:45 PM 7:00 PM 7:15 PM

Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lunch Lunch Lunch Lunch Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Supper Supper Supper Supper Administrative Lobby Administrative Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Lobby Lobby Lobby Lobby Lobby Lobby Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Supper Supper Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Break Lobby Lobby Lobby Lobby Lobby Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Supper Supper Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Drive thru Drive thru Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Drive thru Drive thru Drive thru Drive thru Supper Supper Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby

Drive thru Drive thru Lunch Lunch Lunch Lunch Lobby Lobby Lobby Lobby Lobby Lobby Lobby Lobby Drive thru Drive thru Drive thru Drive thru Supper Supper Lobby Lobby Lobby Lobby Lobby Lobby Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru

Requirement Lobby Mon thurs Fri Time of day Tellers Tellers 9 - 10 am 1 10 - 11 am 2 11 - 12 noon 3 12 noon - 1 pm 3 1 - 2 pm 3 2 - 3 pm 3 3 - 4 pm 2 4 - 5 pm 2 5 - 6 pm 6 - 7 pm

2 2 4 4 4 4 4 3 5 5

Drive through Mon thurs Fri Tellers Tellers 1 1 2 2 2 1 1 2

2 2 3 3 3 2 2 2 3 3

Lunch at 1 2.00 6.00

Full time employees = 6 Part time employees = 6 per week

To minimize both idle time andno of employees 1135.999997

Part time (1 people)

Requirement Lobby Drive through Mon thurs Mon thurs Time of day Tellers Tellers

Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru Drive thru

9 - 10 am 10 - 11 am 11 - 12 noon 12 noon - 1 pm 1 - 2 pm 2 - 3 pm 3 - 4 pm 4 - 5 pm 5 - 6 pm 6 - 7 pm

1 2 3 3 3 3 2 2

1 1 2 2 2 1 1 2

Part time (5 people)

Drive thru - 2 , Lobby -1 Drive thru - 2 , Lobby -1

Requirement Lobby Fri Time of day Tellers 9 - 10 am 10 - 11 am 11 - 12 noon 12 noon - 1 pm 1 - 2 pm 2 - 3 pm

2 2 4 4 4 4

Drive through Fri Tellers 2 2 3 3 3 2

Drive thru - 2 , Lobby -1 Drive thru - 2 , Lobby -1 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0 Drive thru - 3, Lobby -0

3 4 5 6

4 5 6 7

pm pm pm pm

4 3 5 5

2 2 3 3

Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0 Drive thru - 2 , Lobby -0

week

CASE :Staffing and Scheduling Bank Branch tellers

Table 14.9: Lobby and drive through, Monday-Thursday Average Average Time of day Arrivals Service Time 9 11.0 3.0 10 22.0 11 39.0 Service Rate (per hour) 12 55.0 20.00 1 57.0 2 39.0 Cells outlined in 3 26.0 red are INPUTS 4 22.0

2.0

22.0 11.5

Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 9 3.67 0.57 0.22 10 1.83 0.58 11 58.50 1.86 12 11.00 1 19.00 2 58.50 1.86 3 2.79 0.76 4 1.83 0.58 Avg time spent by customers in the line in a day 3.67 20.67 4.48

4 0.12 0.28 0.71 1.65 1.86 0.71 0.36 0.28

5 0.07 0.17 0.38 0.73 0.80 0.38 0.21 0.17

6 0.05 0.11 0.24 0.42 0.45 0.24 0.14 0.11

7 0.04 0.08 0.17 0.28 0.29 0.17 0.10 0.08

0.75

0.36

0.22

0.15

Amount of work required in a week 5325 minutes 88.75 hours Q4) Lobby and Drive through Mon thurs Fri Waiting Tellers time in line Tellers Savings in Personnel Mon thurs Time of day Tellers Waiting time in line 9 - 10 am 0

Time of day

9 - 10 am 10 - 11 am 11 - 12 noon 12 noon - 1 pm 1 - 2 pm 2 - 3 pm 3 - 4 pm 4 - 5 pm 5 - 6 pm 6 - 7 pm

2 2 3 4 4 3 3 2

0.57 1.83 1.86 1.65 1.86 1.86 0.76 1.83

3 3 5 6 7 5 4 4 7 7

0.71 1.50 1.34 1.72 1.15 1.40 1.47 1.01 0.97 1.07

10 - 11 am 11 - 12 noon 12 noon - 1 pm 1 - 2 pm 2 - 3 pm 3 - 4 pm 4 - 5 pm 5 - 6 pm 6 - 7 pm

1 2 1 1 1 0 2

Table 14.9: Lobby and drive through, Friday Average Average Time of day Arrivals Service Time 9 25.0 3.0 10 36.0 11 69.0 Service Rate (per hour) 12 93.0 20.00 1 102.0 2 70.0 Cells outlined in 3 53.0 red are INPUTS 4 46.0 5 97.0 6 100.0 Service goal: 2 minute average wait. Time in line minutes Number of Tellers Time of day 1 2 3 4 9 2.50 0.71 0.34 10 13.50 1.50 0.61 11 4.70 12 1 2 5.25 3 7.57 1.47 4 3.29 1.01

5 6 Avg time spent by customers in the line in a day

8.00

3.27

2.23

19 Fri Tellers 1

Total Personnel saved 1

19

1 2 1 0 1 2 1 1 1

2 4 2 1 2 2 3 1 1

5 0.20 0.34 1.34 7.97 1.40 0.68 0.51

6 0.13 0.21 0.68 1.72 2.83 0.70 0.40 0.31

7 0.09 0.15 0.42 0.85 1.15 0.43 0.26 0.21

19.40

2.11 2.50

0.97 1.07

1.78

0.87

0.44

Q5) Vacation by tellers Assuming at a time only 2 tellers would take leave LP Problem

Mon - thurs Fri

Full time tellers

Part time starting at 9 am to1 pm Part time starting at 10 am to 2 pm Part time starting at 11 am to 3 pm Part time starting at 12 pm to4 pm Part time starting at 1 pm to 5 pm Part time starting at 2 pm to 6 pm Part time starting at 3 pm to 7 pm Objective : Minimize total daily manpower cost Constraints: 9 - 10 am 5.00 10 - 11 am 6.00 11 - 12 noon 5.00 12 noon - 1 pm 6.00 1 - 2 pm 5.00 2 - 3 pm 5.00 3 - 4 pm 4.00 4 - 5 pm 4.00

4.00
1.00 1.00 1.00 0.00 0.00

Lunch at 11 lunch at 12 4.00 2.00 1.00 1.00 2.00 2.00 0.00 0.00 0.00 4.00 16.00

5 - 6 pm 6 - 7 pm Total employee hours

5.00 7.00 7.00 8.00 7.00 6.00 8.00 8.00 8.00 8.00

>= >= >= >= >= >= >= >= >= >=

112.00 >=

For thurs For fri 2.0 4.0 3.0 4.0 5.0 7.0 5.0 7.0 5.0 7.0 4.0 6.0 3.0 6.0 4.0 5.0 8.0 8.0 Idle time 93.0 19.00

Lunch at 1 1.00 4.00

If two of the tellers are on leave, the number of part time employees increases. Assuming two employees are absent, we are required to employee additional 4 part time employees to meet the requirements. But we can also notice that the idle time as reduced. This shows that employing more part time employees would increase the utilisation of the system.

To minimize both idle time andno of employees 1216

f part time es are absent, we e employees to meet the idle time as t time employees