Using queuing theory for evaluating flexibility performance in banking services

Queuing analysis is mostly used for creating service design and resource allocation plan in many service organisations. In such turbulent business environment, the service organisations are required responding to the changing demand and supply circumstances by adjusting the resources more frequently. Thus, flexibility performance should be evaluated in more constructive manners for service improvement. Due to its multi‐dimensional performance, the evaluation requires an integrated framework incorporating a conventional method, i.e., queuing analysis, and analytical approaches. This paper presents how flexibility performance in banking services can be determined by using queuing theory and also provides insights on the limitation of measures, i.e., resource utilisation and customer waiting time used in the queuing model to cope with other flexibility dimensions. Consequently, the integrated framework is proposed for service organisation striving for meeting the highest customer service level.