The aim of the study is to identify factors that hinder productivity within the South African Bank (SAB) and to propose solutions to eliminate these factors. The study also aims to develop a system that will reduce customer queuing time. The methods that were used in the study were Interviews, the five steps model to improve productivity and Observations. The most significant problem that SAB bank faced was the queues inside the bank, at a percentage of 38% compared to all other identified problems in the bank. The reason for this was that the Festival Mall branch were the study was conducted, is a small branch and cannot accommodate all of its customers at peak times. The second impactful problem identified was the customer complaint which ranked at 27%. Most of the complaints were based on the waiting time on queues as customers would become frustrated while waiting for service. The manager was recommended to employ two additional employees at the ATM, two at the online banking one at the teller and Three at the queues. These employees would work in shifts to improve employee morale. The manager was further recommended to implement a team building network and the introduction of social events at the bank to motivate the employees. It was found that productivity of the SAB was affected by the staff shortage versus the targets of product sales each month. The waiting time in queues was shortened by the introduction of more employees to assist in customer service.