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System and method for forecasting bank traffic and scheduling work assignments for bank personnel

  • US 4,700,295 A
  • Filed: 04/18/1985
  • Issued: 10/13/1987
  • Est. Priority Date: 04/18/1985
  • Status: Expired due to Fees
First Claim
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1. A method of providing efficient use of tellers and for forecasting customer traffic and teller utilization on a continuous basis at a bank wherein any one of a plurality of customers may be serviced by any one of a plurality of tellers at a respective one of a plurality of teller stations and to arrange teller work schedules for the future, the customers being formed in a queue while awaiting service, and wherein said queue is formed in a physically defined area having an entrance and an exit;

  • said method comprising the steps of;

    A. DATA SENSING AND COLLECTING;

    sensing the arrival of customers at the entrance of said queue;

    recording the number of such arrivals and the time of each arrival;

    sensing the departures of customers from said exit of said queue;

    recording the number of departures and the time of each departure;

    sensing the time spent by each customer in said queue;

    recording the time spent by each customer in said queue;

    determining whether a teller is available at each teller station;

    recording the amount of time that a teller is available at each of the stations;

    determining whether a teller at a station is active or inactive;

    recording the amount of time that a teller at each station is active;

    sensing the number of customers serviced at each station;

    recording the number of customers serviced at each station;

    B. ANALYZING;

    determining arrival patterns for customers for predetermined time periods based on said sensed and recorded data; and

    obtaining teller utilization forecasts;

    C. SCHEDULING;

    based on said arrival patterns, estimating a number of arrivals for each predetermined time period;

    combining said estimates with said teller utilization forecasts;

    positioning a number of tellers to respective teller stations for each predetermined time period of limit customer waiting time to a predetermined level during all predetermined time periods; and

    positioning the remainder of the tellers to perform non-teller tasks for each predetermined time period;

    whereby providing efficient use of tellers while controlling customer waiting time.

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