Modeling and Optimization of Banking Processes for Human Resource Planning Utilizing Queuing Petri Nets

摘要

Bank employees are arguably taken into account as the most essential assets. Like any other asset, effective strategies need to be developed by financial institutions to exploit these human resources (HRs) with the purpose of satisfying customers and boosting profits. Therefore, the main objective of the present study was to suggest an optimal HR planning (HRP) model to achieve the most favorable working configuration. To this end, a customer process flowchart for a bank branch was provided and subsequently a colored hierarchical Queuing Petri Net (CHQPN) model was created based on a discrete-event simulation (DES) of customer-based banking processes. The model was then analyzed utilizing the Queuing Petri Net modeling environment (QPME) as a simulation and analysis tool. The required data were also collected from a well-known bank branch located in the city of Shiraz, Iran. Besides, the professional edition of EasyFit software was used to identify data distributions and then goodness of fit (GOF) was statistically evaluated. Ultimately, seven scenarios were proposed and implemented in this model and subsequently compared referring to two important variables: resource and queue utilization. The results revealed that the proposed model was able to accurately capture the stochastic behavior of the system. Furthermore, it was concluded that the system performance could be improved if changes had been made in utilization of resources, that is, customers had been served faster and HR workload had been fairly distributed.