CASE 3.1: Customer Arrivals at Bank 98.

Question:

Bank 98 operates a main location and three branch locations in a medium sized city. All four locations
perform a similar service. And customers typically do business at the location nearest them. The
bank has recently had more congestion longer waiting lines than it (or its customers) would like.
As part of a study to learn the causes of these long lines and to suggest possible solution, all location
have kept track of customer arrivals during one-hour intervals for the past 10 weeks. All branches are
open Monday through Friday from 9 a.m. until 5 p.m. and on Saturday from 9 a.m. until noon. For
each location, the file C03_01.xlsx contains the number of customers arrivals during each hour of a
10-week period.

The manager of Bank98 has hired you to make some sense of these data. Specifically, your task is to
present charts and/or tables that indicate how customers traffic into the bank locations varies by
day of week and hour of day. There is also interest in whether any daily or hourly patterns you
observe are stable across weeks. Although you don’t have full information about the way the bank
currently runs its operations, you know only its customer arrival pattern and the fact that it is
currently experiencing long lines, you are encouraged to append any suggestions for improving
operations, based on your analysis of the data.

Objective: To use Pivot Table to break down the average customer arrivals data by time series graph
by day of the week and hour of the day.
 ColumnLabels
RowLabels Mon Tue Wed Thu Fri Sat GrandTotal
9 to 10
Average of Main 34.10 31.10 31.80 31.50 54.70 82.10 44.22
Average of Branch1 17.00 17.30 14.90 15.00 31.20 40.30 22.62
Average of Branch2 15.90 17.90 16.60 16.20 29.50 40.00 22.68
Average of Branch3 18.10 14.80 15.40 15.60 29.30 39.30 22.08
10 to 11
Average of Main 22.00 20.80 22.70 23.80 40.00 56.10 30.90
Average of Branch1 12.30 13.30 10.70 11.20 19.60 31.30 16.40
Average of Branch2 11.50 12.90 13.20 10.90 20.60 26.90 16.00
Average of Branch3 14.00 12.80 10.40 12.40 22.30 29.50 16.90
11 to noon
Average of Main 58.40 56.20 63.70 54.80 104.70 135.30 78.85
Average of Branch1 26.30 28.90 32.10 27.60 50.80 70.00 39.28
Average of Branch2 27.20 30.00 29.60 28.90 46.70 69.00 38.57
Average of Branch3 30.70 29.50 31.20 26.80 51.00 68.40 39.60
Noonto 1
Average of Main 71.50 76.30 73.60 67.00 123.40 82.36
Average of Branch1 37.10 36.00 34.90 38.50 62.90 41.88
Average of Branch2 36.60 40.00 36.50 37.80 62.20 42.62
Average of Branch3 36.20 36.30 33.40 37.10 60.70 40.74
1 to 2
Average of Main 48.40 47.70 47.90 50.50 79.20 54.74
Average of Branch1 25.00 24.30 21.90 23.60 44.70 27.90
Average of Branch2 25.90 22.50 26.60 21.00 43.10 27.82
Average of Branch3 20.90 23.00 25.70 24.80 44.30 27.74
2 to 3
Average of Main 31.40 36.00 31.10 28.40 56.80 36.74
Average of Branch1 17.30 15.80 17.30 17.80 30.30 19.70
Average of Branch2 18.90 13.70 15.90 17.60 28.60 18.94
Average of Branch3 16.80 17.00 20.50 16.60 28.60 19.90
3 to 4
Average of Main 23.30 25.80 23.10 24.50 37.20 26.78
Average of Branch1 11.30 13.50 11.60 11.10 22.90 14.08
Average of Branch2 11.40 12.30 11.60 12.90 22.50 14.14
Average of Branch3 10.50 12.30 9.70 11.60 20.90 13.00
4 to 5
Average of Main 67.10 66.60 65.50 65.80 107.00 74.40
Average of Branch1 34.50 32.40 32.90 31.40 57.90 37.82
Average of Branch2 35.60 30.80 35.10 31.70 59.20 38.48
Average of Branch3 33.70 33.20 32.70 34.30 54.50 37.68
Total Average ofMain 44.53 45.06 44.93 43.29 75.38 91.17 53.46
Total Average ofBranch1 22.60 22.69 22.04 22.03 40.04 47.20 27.37
Total Average ofBranch2 22.88 22.51 23.14 22.13 39.05 45.30 27.29
Total Average ofBranch3 22.61 22.36 22.38 22.40 38.95 45.73 27.13

Figure 1.1: The pivot table for All Branch and Main Location of the Bank
 160.00
140.00
120.00
100.00
80.00 Mon
60.00 Tue
40.00 Wed
20.00 Thu
0.00 Fri
Average of Mai n

Average of Mai n

Average of Mai n

Average of Mai n

Average of Mai n

Average of Mai n

Average of Mai n

Average of Mai n
Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3

Average of Branch1
Average of Branch2
Average of Branch3
Sat

9 to 10 10 to 11 11 to noon Noon to 1 1 to 2 2 to 3 3 to 4 4 to 5

Figure 1.2: The time series graph by hour of the day All Branch and Main Location of the Bank

Day Hour

Mon 1 to 2

Tue 10 to 11

Wed 11 to noon

Thu 2 to 3

Fri 3 to 4

Sat 4 to 5
9 to 10
Noon to 1

Figure 1.3: The slicer by hour of the day and the day of the week for
All Branch and Main Location of the Bank

The Figure 1.2 shows that the average of customer arrivals to each branch and main location of the
bank. The line graph was design for more clear understanding to the manager of Bank 98 about the
trend line for a particular hour for each working day. There is relationship between hour visited by
customer and the average number of customers but varies by day.

For Monday until Thursday, the trends were stable unlike Friday and Saturday. For the assumption,
people tend to visit the bank for last day of their working day before it closes the operation for the
week. The difference only the volume of the customers was higher in main location rather than the
branches. Manager must decide to increase the number of counter open for that day. This would
help to decrease the waiting line for their customers.

Slicers were inserted to the excel as a Figure 1.3 to help manager look closely for each day or hour of
the operation to decide the number of counter or worker to be serving the customers. For example,
as Figure 1.4, the most visited time in noon and before operation closing on the day. Manager could
predict the number of counters to shorter the waiting line based on this data.

Figure 1.4 The data for Friday only for certain hours

Main Location

Average ofMain ColumnLabels

RowLabels Mon Tue Wed Thu Fri Sat GrandTotal
9 to 10 34.1 31.1 31.8 31.5 54.7 82.1 44.21666667
10 to 11 22 20.8 22.7 23.8 40 56.1 30.9
11 to noon 58.4 56.2 63.7 54.8 104.7 135.3 78.85
Noon to 1 71.5 76.3 73.6 67 123.4 82.36
1 to 2 48.4 47.7 47.9 50.5 79.2 54.74
2 to 3 31.4 36 31.1 28.4 56.8 36.74
3 to 4 23.3 25.8 23.1 24.5 37.2 26.78
4 to 5 67.1 66.6 65.5 65.8 107 74.4
GrandTotal 44.525 45.0625 44.925 43.2875 75.375 91.16666667 53.4627907

Figure 2.1: The pivot table for Main Location

 160

140

120

100 Mon
Tue
80 Wed
Thu
60 Fri
Sat
40

20

0
9 to 10 10 to 11 11 to noonNoon to 1 1 to 2 2 to 3 3 to 4 4 to 5

Figure 2.2: The time series graph by hour of the day for Main Location

Main
Mean 53.46
Median 50
Mode 22
Mode Count 16
Figure 2.3 Summary of Measure of Central Tendency for the Main Location

The Figure 2.1 shows that the pivot table for average of customer arrivals to the main location of the
bank. The number of customers is higher because it is the main location of the bank. More services
provided in the main office. People tend to go there rather than to the branch. Manager should
expect the number customers will be more and bank should provide the skillful and efficient staff to
make the transaction faster. This would make the waiting line shorter and the service operate
smoothly.

As per Figures 2.3, there are average of 53 customers will visit the bank in one hour at one time. The
middle observation said that 50 customers assume to visit the bank. There are 22 customers often to
be visited the bank. Based on the trends, customer most visited hour was on noon to 1 when they
had their lunch break. Manager should arrange their worker to have a break earlier or later so all the
staff could be working at that hour.
Branch 1

Average ofBranch1 ColumnLabels

RowLabels Mon Tue Wed Thu Fri Sat GrandTotal
9 to 10 17.00 17.30 14.90 15.00 31.20 40.30 22.62
10 to 11 12.30 13.30 10.70 11.20 19.60 31.30 16.40
11 to noon 26.30 28.90 32.10 27.60 50.80 70.00 39.28
Noon to 1 37.10 36.00 34.90 38.50 62.90 41.88
1 to 2 25.00 24.30 21.90 23.60 44.70 27.90
2 to 3 17.30 15.80 17.30 17.80 30.30 19.70
3 to 4 11.30 13.50 11.60 11.10 22.90 14.08
4 to 5 34.50 32.40 32.90 31.40 57.90 37.82
GrandTotal 22.60 22.69 22.04 22.03 40.04 47.20 27.37
Figure 3.1: The pivot table for Branch 1

80.00

70.00

60.00

50.00
Mon
40.00 Tue
Wed
30.00
Thu
20.00 Fri
Sat
10.00

0.00
10 11 on to
1
to
2
to
3
to
4
to
5
to to no n 1 2 3 4
9 10 to o
11 No

Figure 3.2: The time series graph by hour of the day for Branch 1

Branch 1
Mean 27.37
Median 25
Mode 17
Mode Count 27
Figure 3.3 Summary of Measure of Central Tendency for Branch 1
For Branch 1, pivot table was designed as per Figure 3.1. The total average of customer in Branch 1 is
lower than main location. However, the trends still the same as manager could see easily as per
graph in Figure 3.2. The most visited hour was at noon and evening.

As per Figures 3.3, there are average of 27 customers will visit the bank in one hour at one time. The
middle observation said that 25 customers assume to visit the bank. There are 17 customers often to
be visited the bank. Based on the trends, customer most visited hour was on noon to 1 and 4 to 5.

Branch 2

Average ofBranch2 ColumnLabels

RowLabels Mon Tue Wed Thu Fri Sat GrandTotal
9 to 10 15.90 17.90 16.60 16.20 29.50 40.00 22.68
10 to 11 11.50 12.90 13.20 10.90 20.60 26.90 16.00
11 to noon 27.20 30.00 29.60 28.90 46.70 69.00 38.57
Noon to 1 36.60 40.00 36.50 37.80 62.20 42.62
1 to 2 25.90 22.50 26.60 21.00 43.10 27.82
2 to 3 18.90 13.70 15.90 17.60 28.60 18.94
3 to 4 11.40 12.30 11.60 12.90 22.50 14.14
4 to 5 35.60 30.80 35.10 31.70 59.20 38.48
GrandTotal 22.88 22.51 23.14 22.13 39.05 45.30 27.29
Figure 4.1: The pivot table for Branch 2

80

70

60
Mon
50
Tue
40 Wed
30 Thu
Fri
20
Sat
10

0
9 to 10 10 to 11 to Noon 1 to 2 2 to 3 3 to 4 4 to 5
11 noon to 1

Figure 4.2: The time series graph by hour of the day for Branch 2
 Branch 2
Mean 27.29
Median 24
Mode 14
Mode Count 18
Figure 4.3 Summary of Measure of Central Tendency for Branch 2

The number of customers visited Branch 2 likely the same as Branch 1 based on the pivot table in Figure 4.1.
Based on the line graph in Figure 4.2, the volume increases drastically from 10 to the noon mostly for Friday
and Saturday. Manager of Bank 98 should prepare their staffs in Branch 2 at least starting 11 o’clock to serve
the customer for their needs. This could prevent the dragging time of waiting until the noon.

The count of customer arrival may be described by the mean, mode and median. The average shows as per
Figure 4.3 is 27 customers expected to be arrived at the Branch 2 every hour. The median is 24 from the most
and lowest number of customer arrival. The customer may visit at least 14 people at one time. If one counter
could settle the needs of the customer for 10 minutes, at least 3 counters are needed at lowest visitor and 5
counters at peak hour.

Branch 3

Average ofBranch3 ColumnLabels

RowLabels Mon Tue Wed Thu Fri Sat GrandTotal
9 to 10 18.10 14.80 15.40 15.60 29.30 39.30 22.08
10 to 11 14.00 12.80 10.40 12.40 22.30 29.50 16.90
11 to noon 30.70 29.50 31.20 26.80 51.00 68.40 39.60
Noon to 1 36.20 36.30 33.40 37.10 60.70 40.74
1 to 2 20.90 23.00 25.70 24.80 44.30 27.74
2 to 3 16.80 17.00 20.50 16.60 28.60 19.90
3 to 4 10.50 12.30 9.70 11.60 20.90 13.00
4 to 5 33.70 33.20 32.70 34.30 54.50 37.68
GrandTotal 22.61 22.36 22.38 22.40 38.95 45.73 27.13
Figure 5.1: The pivot table for Branch 3

The trends still same for Branch 3 from Branch 1 and 2 based on Figure 5.1 and Figure 5.2. The peak
hour always will be at 11 to 1 and 4 to 5. Saturday is the most busiest day since it close earlier and
customers have a short of time to settle their needs and need to be 1 day delay from next Monday.
 80

70

60
Mon
50
Tue
40 Wed
30 Thu
Fri
20
Sat
10

0
9 to 10 10 to 11 11 to Noon to 1 to 2 2 to 3 3 to 4 4 to 5
noon 1

Figure 5.2: The time series graph by hour of the day for Branch 3

Branch 3
Mean 27.13
Median 25
Mode 16
Mode Count 18
Figure 5.3 Summary of Measure of Central Tendency for Branch 3

The measure of central tendency for Branch 3 still most likely same with Branch 1 and 2. Bank cannot
avoid the number of customer arrival at that certain time. Bank only can provide better service to
shorter the waiting line for the customers.

Conclusions

Bank 98 facing the same trends for all branches and main location. There is some improvement can
be implemented to reduce the waiting line of the customers even in the peak hour of customer
arrivals.

As mentioned in each description above in each branch, the suggestions are to increase number of
counters and make a shift break for lunch time for the staff. Besides, manager can handle the waiting
line by create multiple tellers with the one line. Each counter could operate for many services and if
the delays occurs in one customer, it would prevent to affect the next customer.
Manager may offer the reservation for the customers so they would come in other time from tend to
be situated in long waiting line. Besides, bank can improve their online services so customer no need
to make physical transaction at the bank.

Lastly, manager could assign very good manager in each branch. Hired a service leader to coordinate
the customer once they arrived at the premise. Make the service leader learns the customer’s
purpose of visit and assist them to get the service immediately.