Approximation algorithms
Computers and Intractability: A Guide to the Theory of NP-Completeness
Computers and Intractability: A Guide to the Theory of NP-Completeness
High-quantile modeling for customer wallet estimation and other applications
Proceedings of the 13th ACM SIGKDD international conference on Knowledge discovery and data mining
A Formal Model of Service Delivery
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 2
Towards Providing Value Based Differentiated QoS
SCC '09 Proceedings of the 2009 IEEE International Conference on Services Computing
Algorithms and theory of computation handbook
RETRAiN: a REcommendation tool for reconfiguration of retail bank branch
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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In today's services driven economic environment, it is imperative for organizations to provide better quality service experience to differentiate and grow their business. Customer satisfaction (C-SAT) is the key driver for retention and growth in Retail Banking. Wait time, the time spent by a customer at the branch before getting serviced, contributes significantly to C-SAT. Due to high footfall, it is improbable to improve the wait time of every customer walking in the branch. Therefore, banks in developing countries are strategically looking to segment its customers and services and offer differentiated QoS based service delivery. In this work, we present a system for customer segmentation, and scheduling based on historic value of the customer and characteristics of current service request. We describe the system and give mathematical formulation of the scheduling problem and the associated heuristics. We present results and experience of deployment of this solution in multiple branches of a leading bank in India.