A non-queueing model to predict teller requirements in retail bank branches

Two models are developed in this paper to determine optimum teller scheduling at bank branches. The first is a parametric model consisting of three phases: predicting the aggregate number of transactions for the bank based on the factors influencing customer demand and arrival rates; determining the percent of the aggregate transactions volume performed at each retail branch based on customer profiles and branch locations; formulating a transaction sensitive teller staffing model for each retail branch based upon predetermined customer service time and personnel utilization criteria. The second model is an integer programming model to determine the optimum teller staffing requirements based on the results of the first model and constrained by traditional current banking practices.