QUESTION THREE [25] The queues were a mile long at the bank and Sipho Zulu who w

Question

QUESTION THREE [25]

The queues were a mile long at the bank and Sipho Zulu who was on his 30 minute lunch break was getting extremely frustrated. He needed to speak with a finance consultant about certain documentation that had to be submitted to ensure that this account would be kept open. If this issue was not resolved, his salary would not be transferred into his account and he had bills to pay. Tempers were flaring in the queue and he could hear several customers complaining about such poor customer service. In fact, many of them were threating to close their accounts. The bank staff did not seem to be too concerned with the situation and even the bank manager was nowhere to be seen. Sipho, who had studied Operations Management knew that this was a capacity problem. If you were the bank manager:
3.1 Identify the factors that determine effective capacity in a bank and (12)

Explanation / Answer

Factors determining capacity in a bank are:

1. Number of working hours.

2. No. of active staff per station.

3. No. of queue, the bank prefers to handle.

4. Speed and efficiency of the staff at the station/ counter.

5. Process to handle the queue. Calculate the amount of time one needs to take a token, or go through any other process such as documentation.

6. The amount of floor/ seating space for the customers.

7. Capability of your electronic system, devices, internet and software.

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