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Using SEMS, a branch manager could thus autonomously decide on strategies for further improving service.


Using SEMS, a branch manager could thus autonomously decide on strategies for further improving service.
Using SEMS, a branch manager could thus autonomously decide on strategies for further improving service.
The system was gradually rolled out to all of KeyCorp s branches and the results were very impressive.
For example, on average, customer processing times were reduced by 53 and customer wait times dropped significantly with only four percent of customers waiting more than five minutes.
The resulting savings over a five year period were estimated at 98 million.
This chapter provides an overview of operations research, its origins, its approach to solving problems, and some examples of successful applications.
From the standpoint of an industrial engineer, O.Fassilia
United States. Alabama



day: 19.09.2018
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Using SEMS, a branch manager could thus autonomously decide on strategies for further improving service.

Using the performance capture system, KeyCorp was then able to identify strategies for reducing various components of th
Using the performance capture system, KeyCorp was then able to identify strategies for reducing various components of the service times.
Some of these involved upgrades in technology while others focused on procedural enhancements, and the result was a 27 reduction in transaction processing time.
Once the operating environment was stabilized, KeyCorp introduced the two major components of SEMS to help branch managers improve productivity.
The first, a Teller Productivity system, provided the manager with summary statistics and reports to help with staffing, scheduling and identifying tellers who required further training.
The second, a Customer Wait Time system, provided information on customer waiting times by branch, by time of day and by half-hour intervals at each branch.
This system used concepts from statistics and queuing theory to develop algorithms for generating the required information.Fassilia
United States. Alabama



day: 19.09.2018
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Using SEMS, a branch manager could thus autonomously decide on strategies for further improving service.

The financial benefits from this project were tremendous; for example, according to Delta the savings during the period
The financial benefits from this project were tremendous; for example, according to Delta the savings during the period from June 1 to August 31, 1993 were estimated at about 220,000 per day over the old schedule.
The first step was the development of a computerized system to capture data on performance.
The system captured the beginning and ending time of all components of a teller transaction including host response time, network response time, teller controlled time, customer controlled time and branch hardware time.
The data gathered could then be analyzed to identify areas for improvement.
Queuing theory was used to determine staffing needs for a prespecified level of service.
This analysis yielded a required increase in staffing that was infeasible from a cost standpoint, and therefore an estimate was made of the reductions in processing times that would be required to meet the service objective with the maximum staffing levels that were feasible.Fassilia
United States. Alabama



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In addition there are constraints governing the assignment of specific fleets to specific legs in the flight schedule.
In addition there are constraints governing the assignment of specific fleets to specific legs in the flight schedule.
There are also constraints relating to the availability of aircraft in the different fleets, regulations governing crew assignments, scheduled maintenance requirements, and airport restrictions.
As the reader can imagine, the task of gathering and maintaining the information required to mathematically specify all of these is in itself a tremendous task.
While building such a model is difficult but not impossible, the ability to solve it to optimality was impossible until the very recent past.
However, computational O.
has developed to the point that it is now feasible to solve such complex models; the system at Delta is called Coldstart and uses highly sophisticated implementations of linear and integer programming solvers.Fassilia
United States. Alabama



day: 19.09.2018
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In order to avoid this problem, the company had to suspend production over the weekends and replace worn-out tools or oc
In order to avoid this problem, the company had to suspend production over the weekends and replace worn-out tools or occasionally use overtime to get back on schedule.
The key point to note from this application is that a simulation model could be used to analyze a highly complex system for a number of what-if scenarios and to gain a better understanding of the dynamics of the system.
The problem is modeled by a very large mixed-integer linear program - a typical formulation could result in about 60,000 variables and 40,000 constraints.
The planning horizon for each problem is one day since the assumption is made that the same schedule is repeated each day exceptions such as weekend schedules are handled separately .
The primary objective of the problem is to minimize the sum of operating costs including such things as crew cost, fuel cost and landing fees and costs from lost passenger revenues.
The bulk of the constraints are structural in nature and result from modeling the conservation of flow of aircraft from the different fleets to different locations around the system at different scheduled arrival and departure times.Fassilia
United States. Alabama



day: 19.09.2018
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