The case deals with the operations in a bank branch. First, the customer services provided and the approximate service times are reviewed. Flow of vouchers pertaining to the customer services and the operations performed on the vouchers at various centres is presented in the form of flow charts. Numerical data obtained relates to the number of customers attended, number of vouchers processed in various categories, employee work duties and their workload. The case raises issues relating to productivity of operations such as establishment of appropriate productivity indices, factors affecting it, bottlenecks to the improvement of productivity, and considerations of work reorganization in case of expansion.