Reference no: EM132225004

The queues were a mile long at the bank and Sipho Zulu who was on his 30 minute lunch break was getting extremely frustrated. He needed to speak with a finance consultant about certain documentation that had to be submitted to ensure that this account would be kept open. If this issue was not resolved, his salary would not be transferred into his account and he had bills to pay. Tempers were flaring in the queue and he could hear several customers complaining about such poor customer service. In fact, many of them were threating to close their accounts. The bank staff did not seem to be too concerned with the situation and even the bank manager was nowhere to be seen. Sipho, who had studied Operations Management knew that this was a capacity problem. If you were the bank manager: 3.1 Identify the factors that determine effective capacity in a bank and 3.2 Develop an action plan on how you would resolve this problem.