Simulation and optimization of service operations in a banking system based on Flexsim

Abstract

This study applies a simulation approach to the queueing problem to improve service delivery of a banking system in Nigeria. The study adopted data obtained at the bank from 8:00 am to 4:00 pm which was analysed using FlexSim© simulation. The results of the simulation analysis show the initial model signifies how the bank counters were designed, which was not efficient as workers were overworked, majority of customers were left unhappy and unsatisfied. The initial model had customers for teller services stay in queue for around 3000 seconds (50 minutes) while customers seeking the attention of customer service stayed around 2541.6 seconds (42 minutes) in queues both the counters had a throughput of 271 customers attended to over the simulation period. Staff efficiency for the teller counter was 79.62 and 79.79% each and 99.28% for customer service, this signifies worker overload. However, the optimized queuing process showed improved perform-ance of staff and high customer satisfaction with the addition of another staff to the customer service work-station, the throughput capacity was increased to 322 and staff efficiency of 91.42 and 86.37%. The results of the optimized queueing process show better performance and should be adopted and implemented in the bank for increased customer satisfaction and proper staff management.