期刊名称：Case Studies in Business, Industry and Government Statistics
印刷版ISSN：2152-372X
出版年度：2007
卷号：1
期号：1
页码：15-25
出版社：Bentley University
摘要：Retail banks typically staff teller lines as if all tellers had the same service capabilities. Likewise, queuing models to recommend staffing levels often assume that all servers have the same service time distribution and that this distribution is exponential. These assumptions are motivated more by operational and analytical convenience than supported by data. Until recently there have been little available data to test these assumptions and their impact on customer service. This article presents results from analyzing a large dataset of teller service times from a retail bank. The validity of common teller staffing assumptions are explored along with the impact that deviations from the assumptions have on staffing recommendations obtained from queuing models.
