Watch “ 1st Bank Villa Italia: Waiting Lines ”
2.Choose a different Group Leader than the previous one. Then assign each group member one part of the case study, with this assignment being made either by the members or by the Group Leader.
3. Each group will answer the following questions based on the video:
a. Why does the multi channel system perform better than the parallel independent single channel/single serve system?
b. Why do lines grow and shrink?
c. What is reneging and what problems does it create for an organization?
d. What is balking and what problems does it create for an organization?
e. Customer arrivals at 1st Bank do not remain constant during the day. What implication does this have for the bank?