Capacity Planning and System Utilization in the Management of Queues in Selected Banking Hall in Ilorin Metropolis

Mustapha, A. M. ; Aremu, M. A. ; Fakokunde, T. O. (2012-06)

Article

Capacity planning and system utilization have become critical issues because most banks operate their facilities at a rate less than installed capacity. Experts have traced this development to deficiency in capacity planning and system utilization in the management of queues in the banking halls. The main objective of this study is to determine the relative adequacy of capacity planning and system utilization in the management of queues in the banking hall. The study utilized arrival and departure data of customers into the bank through direct observation. Inter-arrival period of 15 minutes was used. The cost function of the bank was also used to determine whether the present system can be improved upon or not. Findings revealed that there were more inflow of customers than expected at a given time interval resulting in pressure on the existing capacity. The paper recommends that management should make a contingency plan to respond to any unusual crowd that may arise during those periods when queues are noticed to be more..

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