A decision-making model for operational efficiency in the banking workflow process of housing facilities

Banking and financial services are important parts of the service industry. Quality of service in the banking industry has a close relationship with customer satisfaction service system. Banks could create competitive advantage by increasing customer satisfaction and reduce costs in today's competitive environment. This paper presents a decision-making model to obtain optimum tasks assignement to personnels in workflow process of housing facilities for the purposes of minimization the average processing time of orders entered into workflow (average time) and also personnel operating costs to minimize banking workflow preocess (operating costs) which it would reduced the waiting times for customers and ultimately higher satisfaction level for the customers. This is a non-linear multi-objective optimization problem and with respect the nature of the variables would be define in a discrete integer space. Since the problems is in NP-hard problems in class, solving the optimization problem has been conducted using non-dominate Sorting Genetic Algorithm II.