The Development of Standard Time for Major Branch Activities of a Private Bank in Ethiopia

In order to obtain efficient operations and deliver quality services, banks require the development of standard time. This study examined the development of standard time in the banking system, with a particular emphasis on private banks. After selecting banks and their corresponding branches, the researchers used a stopwatch time-study method to obtain a real-time data and propose standard time for eight major but typical activities of bank operations. Before the development of normal time and standard time, a total of 193 observations were taken from two branches of a private bank. The study may help banks to formulate and implement new customer service standards and improve customer service excellence. In addition, the study can be used as a basis for motivating the workforce and measuring workers’ performance. From a developing economy perspective, future research may cover government owned banks and sectors.