Capacity planning tool for a back-office operation of a bank

Office operations are notoriously difficult to schedule, since operation times are not standardized, or simply unavailable. The department developed a capacity planning tool based on queuing theory, that incorporates the inherent variability of operation times and workload, and calculates the required manpower to obtain a certain (distribution) of leadtimes, guaranteeing a required SLA within 90% probability. Research carried out by prof. Van Landeghem and Veronique Limère.