Submitted toDr. ATM Nazrul Islam Ph. D. M sc, MBA Adjunct FacultySchool Of BusinessSoutheast University

Submitted by

Group- Super Moon Master of Business Administration

Southeast University

Name ID

Kamrul Islam 2014010004058

Fatema Rahman 2014010004018

Farjana Islam 2014010004024

Shahanara Khurshida 2013110001052

Md. Kutubuddin 2013210001090

Group Name- Super Moon

26th August, 2014

Dr. ATM Nazrul Islam

Faculty of Operation Management

School Of Business

Southeast University

Subject: Submission of report on “ Waiting Line Management of UCBL”

Dear Sir

It is a great pleasure for us to submit a project on “Waiting Line Management” as a partial fulfillment of the course MGT-5187 (Operations Management). In making this term paper a worthy one, we have tried our best to gather all relevant information to which we could gain access & to focus on Waiting Line Management on Bank like United Commercial Bank Ltd. We hope that it will meet your expected standard.

We considered your remarks and instructions very carefully while preparing this term paper. We have tried our best to follow your schedule, format and discipline. We tried to focus all the areas related to this term paper and we also used your lecture to fulfill your requirements.

Thank you for your consideration. For any further clarification, we will be more than glad to comply.

Thank you.

Kamrul Islam _______________________________Fatema Rahman _______________________________Farjana Islam _______________________________Shahanara Khurshida ______________________________Md.Kutubuddin _______________________________

Letter of Forwarding

At first, we are grateful to Almighty Allah for giving us the opportunity to carry out this report

work. The more we learn, the more we are able to gather knowledge. On the completion of our

report on “Waiting Line Management” we thank Allah for bestowing us with Allah blessing and

enabling us to complete our assigned task without much encumbrance.

We are absolutely grateful to our indebtedness to most honorable our course teacher, Dr. ATM Nazrul Islam who has provided us such opportunity with support, encouragement & constructive criticisms.

Finally we are grateful to our beloved parents and family members for their inspiration and

good wishes extend to us during the course of this study.

Acknowledgement

The waiting line is a list of customers who remains waiting for getting certain goods or services from service center. Understanding waiting lines or queues and learning how to manage them is one of the most important areas in operation management. In organizations or in personal life, there are examples of processes which generates waiting lines or queues. Such waiting lines occur because the current services facility is insufficient to provide service at that instance.

Here we are working for analysis of United Commercial Bank’s waiting line management. We have been looked closely that there is a significant trade off regarding this queue management or waiting line management. This trade off incurred costs. So, we need to decide which we should more focus on? Reducing costs?? Or delivering superior services??? Or can we comply both services & costs???The goal of queuing is essentially to minimize total costs. There are two basic categories of cost in a queuing situation: - i) Cost of customer waiting for service ii) Cost of service capacity. The cost of customer waiting include the Salaries paid to employees while they wait for services (machines waiting for tools, the driver of truck waiting to unload); any loss of business due to customer refusing to wait and possibly going elsewhere in future and the cost of space for waiting (fuel consumed by planes waiting to land). The cost of service capacity includes, the no of checkouts at a supermarket, the no of repair people to handle equipment to breakdowns etc can be defined as the costs of maintaining the ability to produce service.

The waiting line or queue management is a critical part of service in banking industry. It deals with issue of treatment of customers in sense reduce wait time and improvement of financial service. Queue management deals with cases where the customer arrival is random; therefore, service rendered to them is also random.

A bank can reduce cost and thus improve profitability by efficient queue management. A cost is associated with customer waiting in line and there is cost associated with adding new counters to reduce service time. Queue management looks to address this trade off and offer solutions to management.

As the world turns to a global village characterized by intense and ever increasing competition, United Commercial Bank’s managers continue to experience wrenching changes, which they must keep up with for survival. Bank customers have also become increasingly demanding. Today, they require high quality, low price and immediate service delivery and tomorrow, they want additional components of value from their chosen banker. Since service delivery in banks is personal, customers are either served immediately or join a queue (waiting line) if the system is busy. Waiting line is what we encounter everywhere.

Executive Summary

Particulars Page no.

Letter of Transmittal

Acknowledgement

Executive Summary

Chapter 1 : Introduction 01

1.1 Introduction 02

1.2 Company profile 03

1.3 Origin of the report 04

1.4 Methodology of the study 05

1.5 Limitation of study 05

Chapter 2 : Operations capacity 06

2.1 Operations capacity 07

2.2 Agora & their operational capacity 07

2.3 Physical Asset Utilization 09

2.4 Tactical capacity 10

2.5 Fast, friendly & clean 10

Chapter 3: Strategic capacity planning 11

3.1 Strategic capacity planning initiative 12

3.2 Strategic capacity implementation 13

3.3 Course of action 14

Chapter 4: Supply chain capacity 15

4.1 Supply chain management 16

4.2 Components of supply chain 16

4.3 Method of managing supply chain 17

4.4 Evaluating supplier capacity 18

Chapter 5: Retail outlet capacity 19

5.1 Retail outlet capacity planning 20

5.2 Aggregate retail planning 21

5.3 Strategies for meeting demand 23

Recommendation & Conclusion 24

References Table of Content