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Case study training methods for bank tellers

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Lilegdon, and D. ABSTRACT This paper presents an application study to find cost effective bank teller management policies for providing high quality service levels at reasonable costs in a modern banking system. Two models are developed. The first is a spreadsheet model to calculate desired teller manning levels from mathematical queuing models, and the second is a simulation model for testing new management policies. Manning heuristics are tested and found to provide the desired level of services.
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Case: the Overpaid Bank Tellers - Words | Bartleby

An effective training program is extremely important to the success of any business. If an employee is not properly trained the result is poor quality service, performance, safety habits and ultimately the employee is terminated or the employee leaves the company. Critical to the success of learning transfer during on-the-job training is trainees having tasks demonstrated, practice of tasks and feedback given. If the program is not structured properly and the trainer does not understand what makes an effective on the job training program, the program could be too informal and therefore would mean that training is less likely to occur.
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Potential obstacles to this objective are that tellers are used to working with customers face to face or possibly over the phone, daily tasks are more kinesthetic or manual in nature since they receive, examine, count, enter, prepare, etc. Other obstacles that are specific to this case: decisions are made locally, close to the client and there are over 1, centers, spread over twelve states. I am sure there are different generations to consider when it comes time for training.
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These skills include interpersonal communication, decision-making and problem solving, processing and evaluating information, as well as computer-based knowledge. I suggest the implementation of lecture-styled training as an initial modeling of behaviors, possibly using audiovisual technologies, as well as a concluding platform for employee interaction and a means of group innovation and discussion of application. The lecture and audiovisuals can successfully illustrate the tasks that are necessary to the bank teller position.
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