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\emph{\caption{Improvement rates for each scenario considering its resources and queues}}
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   & \multirow{2}{1cm}{}&\multicolumn{3}{c}{Resources}& &\multicolumn{17}{c}{ Improvement rate (\%)}& \\
   \cline{7-24}
   & &\multicolumn{3}{c}{}& &\multicolumn{4}{c}{Resource utilization rate (\%)}& &\multicolumn{12}{c}{Queue utilization rate (\%)}& \\
   \cline{3-6}\cline{7-11}\cline{12-24}
  &Scenario & Cashier & CEO & Vice-chairman & Chief of fund administration & Cashier &CEO & Chairman & Vice-chairman & Chief of fund administration & Work-system cashier & ATM cashier & Work-system executive & ATM executive & POS & Exchange & Talk to customer & Opening an account & Clearing house & Consultation services &Review documents & Loan payment & Deferred loan affairs \\
  \hline
  \centering{the percentages of utilization}&A & 7 & 1 & 1 & 1 & 100\% & 59.15\% & 2.15\% & 1.20\% & 1.61\% & 1.69\% & 100\% & 58.92\% & 0.22\% & 0.16\% & 0.17\% & 0.32\% & 1.20\% & 0.30\% & 0.95\% & 0.23\% & 0.41\% & 0.17
  \% \\
  \hline
  \multirow{3}{1cm}\centering{the percentages of changes in utilization}&B & 8 & 1 & 1 & 1 & 0\% & -0.03\% & 0\% & 0\% & 0\% &0\% &0\% & -0.02\% & 0\% & 0\% & 0\% & 0\% &0\% & 0\% & 0\% & 0\% & 0\% & 0\% \\
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  & C & 6 & 1 & 1 & 1 & 0\% & -0.10\% & 0\% &0\% & 0\% & 0\% & 0\% & -0.10\% & 0\% & 0\% & 0\% &0\% & 0\% & 0\% & 0\% & 0\% & 0\% &0\% \\
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  &D & 7 & 1 & 1 & 0 & 0\% & -0.05\% & -0.02\% & 0.12\% & none & 0\% & 0\% & -0.05\% & 0\% & 0\% & 0\% & 0\% &0\% & 0\% & -0.14\% & 0.14\% & 0.04\% & 0.12\% \\
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  &E & 7 & 1 & 0 & 1 & 0\% & -0.12\% & 0\% & none & 0\%  & 0\% & 0\% &  -0.12\% & 0\% &  0\% &0\% & 0\% & 0\% & 0\% & 0\% & 0.11\% & 0.09\% & 0\% \\
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  &F & 7 & 1 & 0 & 0 & 0\% & -0.02\% & -0.03\% & none &none &0\% & 0\% & -0.02\% & 0\% & 0\% & 0\% & 0\% & 0\% & 0\% & -0.16\% & 0.53\% & 0.05\% & 0.41\% \\
  \cline{2-24}
  &G & 7 & 1 & 1 & 1 & -2.04\% & -0.06\% & 40.85\% & 44.88\% & 60.21\% & 0\% & 0\% & -0.04\% &0\% & 26.03\% & 0\% & 0\% & 0\% & 0\% &52.97\% & 8.45\% & 15.33\% & 6.51\% \\
  \hline

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