Financial Workflow Queuing Model

Situation
Bank institutions can use modeling and simulation to evaluate queue structure design,
constraints, and supporting resource requirements for image-based workflow systems. It can
also help ensure that various check points are adequate for efficient document processing. A
flexible model was designed to capture transmission amounts profiled in weekly, monthly, or
annual volumes, while paper flow data capture is checked by different resource classes.

Objective
Ensure an image-based workflow queue structure is capable of handling operational workloads
and that the production environment will have sufficient personnel to handle exceptions and
faulty work order priority escalations.

Solution
A large bank developed a simulation model to analyze what workload demand would stress a
proposed image-based transaction workflow system. Transmissions were parsed into unique
transactions and all data was enriched, validated, and approved for production. Human to
system constraints were captured based on cycle times, exception rates, and dwell times caused
by work being constrained with either too few human operators or too many transactions errors.

Results
Advanced visualization metrics can be created comparing average cycle time dwell time to a
rolling average of a day, week, or month interval. This type of information helps managers assess
acceptable service level contracts with their clients while balancing appropriate staffing levels.
An increase or decrease of staffing has a direct impact on the total cycle time required to process
transactions.

Cumulative statistic tables are easily generated helping an organization to understand what kind
of service levels can be provided to its customers given the randomness and seasonality of work.
Dashboard views can also be created detailing total workload across the planned queue
structure environment. Processing time and other basic averages are also easily generated.

How well resource groups perform is also captured. This helps ensure desired staffing levels can
be achieved or helps with the planning of additional resources to be acquired.

Outcomes
ProModel has a long history in the analysis of queue structures in banking, call centers and
manufacturing cells. The technology is adept at helping to reduce cycle times, predict resource
needs, and analyzing image-based flow designs before they are implemented. For this financial
institution, ProModel ensured desired service level commitments were obtainable.

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