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It’s the question in the Big Bank Case of chapter 18 pg. 820: The operations manager of a soon-to-open branch of a large bank is in the process of configuring teller operations. Currently, some branches have a separate teller line for customers who have a single transaction, while other branches don’t have separate lines. The manager wants to avoid complaints about long waits that have been received at some branches. Because the demographics differ from location to location, a system that works at one branch won’t necessarily work at another. The manager has obtained data on processing times from the bank’s home office and is ready to explore different options for configuring operations. (Fortunately, she has her textbook and CD from when she took an operations management course at a nearby university.) An average of 80 customers are processed during the noon hour, The average processing time for customers with a single transaction is 90 seconds, while the processing time for customers with multiple transactions is 4 minutes. Sixty percent of the customers are expected to have multiple transactions. One time that will get special attention is the noon hour on Friday. The plan is to have five tellers available. Under consideration are the following options:

a. Have one waiting line and have the first person in line go to the next available teller.

b. Have two waiting lines: one teller for customers who have a single transaction and four tellers who would handle customers who have multiple transactions.

Questions: If you were the manager, which option would you select? Why? Explain the disparity between the results for the two options. What assumptions did you make in your analysis?

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