The queues were a mile long at the bank and Sipho Zulu who was on his...

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General Management

The queues were a mile long at the bank and Sipho Zulu who wason his 30 minute lunch break was getting extremely frustrated. Heneeded to speak with a finance consultant about certaindocumentation that had to be submitted to ensure that this accountwould be kept open. If this issue was not resolved, his salarywould not be transferred into his account and he had bills to pay.Tempers were flaring in the queue and he could hear severalcustomers complaining about such poor customer service. In fact,many of them were threating to close their accounts. The bank staffdid not seem to be too concerned with the situation and even thebank manager was nowhere to be seen. Sipho, who had studiedOperations Management knew that this was a capacity problem. If youwere the bank manager: 3.1 Identify the factors that determineeffective capacity in a bank and (12) 3.2 Develop an action plan onhow you would resolve this problem. (13)

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31 The factors that determine effective capacity in a bank are Service factor The rate at which customers arrive at the bank Process factor The rate at which bank wants to process the customer requests Facilities See Answer

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