Improving productivity in a bank by using computer simulation

Abstract

With advent of high technologies, simulation software becomes more applicable and prevalent between organizations’ managers. Simulation can model the real situation on a visual program. It will make the understanding and comprehension of system, properly. Nowadays in each organization, the main considered factor is how the organization can improve its services confidently and without any problems. There are numerous significant literatures on the simulation in bank industry to investigate different strategies without error and trial. Most of these studies have covered the internal interactions of banks. This study emphasize on customer satisfaction and reducing the waiting time for customers. This study considers a case study about bank service system. This bank have got 7 main counters which four of them are for doing jobs about saving account, check issues, opening account and transferring money. Three other counters are doing jobs such as solving problems about ATM card, credit and debit card issues, and internet banking system. This study is implemented ARENA simulation software for modeling the system and measuring the performances. After all modeling and simulations, this study concluded, the highest important variable in the current bank is customers who are leaving the bank without getting service or finishing their jobs. Therefore, the manager has to be aware of customers’ requests and feeling and prepare for them what they need. In this research, the relation between different improving systems is considered. In addition, by implementation of strategies in our model, we have compared all the possible scenarios and strategies to achieve all kind of results that can be imagine. It would be very helpful for manager to analyzes the results and compare them to each other and find the lowest and highest effective element to spend the money for improvement.