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A Bank operates a main location and three branch locations in a city. All four locations perform similar services, and customers typically do business at the location nearest them. The bank has recently had more congestion-long waiting lines. As part of a study to learn the causes of these long lines and to suggest possible solutions, all locations have kept track of customer arrivals during 1-hour intervals for the past 10 weeks. All branches are open Monday through Friday from 9 A.M. until 5 P.M. and on Saturday from 9 A.M. until noon. For each location, the file Part1.xlsx contains the number of customer arrivals during each hour of a 10-week period. The manager of the Bank would like to make sense out of these data. Specifically, your task is to present charts and/or tables that indicate how customer traffic into the bank locations varies by day of week and hour of day. There is also interest in whether any daily or hourly patterns you observe are stable across weeks. Although you don’t have full information about the way the bank currently runs its operations-you know only its customer arrival pattern and the fact that it is currently experiencing long lines-you are encouraged to append any suggestions for improving operations, based on your analysis of the data. Write your response in APA or MLA format, be sure to include all pivot tables or other charts that you used to support your analysis.
Expert Answer
On analysis of the table we see following trends of customer arrival.
1. Customers tend to arrive in large numbers during 3 slots
(a) 11 to noon (b) Noon to 1 (c) 4 to 5
2. Customers arrival almost doubled on Fridays during all hours. It was highest on Saturdays in moning hours, particularly during 11 to noon.
3. Main branch had the highest concentration of arrivals, around 30% of all arrivals.
4.The average customers slot wise can be ranked as
[Noon to 1 > 4 to 5> 11 to Noon] on all typical days except Saturday whe 11-Noon slot was the busiest of any day.
5. Customemr arrivals in branches also followed the same pattern.
6. Slot 10 to 11 was the leanest slot with least number of arrivals closely followed by 3 to 4 slot.
Recommendations –
1.Manager can use the spare manpower to clear the rush on busy hours. These employees can take their regular work during other hours.
2. On Saturdays, more members of bank staff can be utilized in customer service. It is also possible to hire additional manpower on Fridays and Saturdays on temporary basis.
3. Main Branch needs almost 40-50% higher workforce than branches to meet the demand.
