Scheduling Bank Tellers

  • The cooperation of the Indiana University Credit Union was solicited by the instructors.

  • Students began by sitting in the Credit Union to collect data on service times.

  • They used hourly and daily customer data to develop a model to forecast the workload at any time.

  • They used queuing theory to determine, as a function of the forecasted workload and service rate, the number of tellers needed at any given time .

  • They developed a user-friendly spreadsheet for the credit union personnel manager to determine her manpower needs at any time.

  • They developed a linear programming model to help determine the minimum cost of scheduling tellers to meet forecast manpower needs.

    This single project required the students to utilize basic statistics, regression analysis, queuing theory, advanced spreadsheet techniques and linear programming.

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