Answered: Zilibwino Bank had received a number of…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Question

Zilibwino Bank had received a number of complaints on the length of time
(queuing time) customers took to make deposit and withdraw money. The
manager responded by increasing the bank teller staff by 10 percent. Complaints
on queuing time quickly decreased, but then complaints on the cost of staff
suddenly increased. Oddly enough, when staff costs were analyzed, the manager
found that the average cost of staff had actually decreased relative to what it was
before the increase in staff. What are some possible explanations for the
complaints, and what actions might the manager contemplate?

Expert Solution

Step 1

To manage a dynamic and complex complaints caseload to include determination of whether legal advice is required on issues relating to complaints

To directly manage the Complaints Administrative team.
To assist in the development and maintenance of systems for the management of complaints
To assist in the development and management of procedures and policies for complaints
To facilitate and maintain an effective corporate approach to the management of complaints

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