Discrete Simulation and Optimization of a Queuing System in a Bank
Discrete Simulation and Optimization of a Queuing System in a Bank

Summary/Abstract: This paper presents a case study of a discrete event simulation model of a queuing system in a bank in Croatia. The bank is currently facing large crowds in its office, which are forcing customers to look for faster and more efficient service at other banks. Evaluation of optimal queuing lines is very difficult to implement in the real-world system because of possible failures, which would only worsen the situation (as this is a business that requires constant interaction with customers). Experimentation would lead to disapproval of customers, ultimately leaving the bank. This paper presents a solution to the problem resolved by combination of queuing and simulation methods. The adjustments of resources and a number of different conditions are used to find the optimum, without direct impact on the real-world system. For this purpose, simulation tool Arena 7.0 is used for modelling of the queuing system, and for the purpose of model optimization OptQuest is used.

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