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Master's Thesis from the year 2010 in the subject Business economics - Operations Research, grade: A, Kwame Nkrumah University of Science and Technology (Institute of Distant Learning), course: MSc Industrial Mathematics, language: English, abstract: This study determined whether the present capacity level in the banking industry strike a balance between waiting and service time using Barclays Bank, Tafo Branch and Agricultural Development Bank, Kumasi Adum Branch as a case of interest. Primary data on Six Hundred and Thirteen (613) customers arriving at the case of study throughout the selected hours and days were collected, taken into consideration; the arrival, processing and departure times of each customer. The study then showed how the data collected at the respective dates possesses the Markovian properties, that is, Poisson and Exponential Distributions, hence the use of two ¿M¿s¿ in the M/M/s queuing model. It determined the probabilistic analysis that the teller(s) is idle and also determined the probability of certain number of arrivals occurring at a given time.