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QUEUE MANAGEMENTSYSTEM
How can you benefit from the
potential ?
QUEUE MANAGEMENT SYSTEM
Customer relations in a clear and measurable way
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The purpose of the Manager Dashboard
It is a real-time manager informational system, based on the data supplied by the existing Queue Management System (QMS) which makes easily understandable the management and control functions of a branch network. The system's collected and evaluated information's become the foundations of an efficiency measure and motivation system.
MANAGER DASHBOARD
The
solution
MANAGER DASHBOARD
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For what the collected information's are used for?
We can assure that through an easy-to-use graphic platform, you will be able to:- follow-up the clerks working time usage efficiency- measure and monitor the clerks administration and sales
efficiency - define by product or service the
�maximum waiting time�optimal administration time
- set-up an alarm function which indicates in real-time the transgression of the preset values
- The measured data can be interpreted from various points of view which offers a more detailed analysis
These information's become the foundations of an efficiency measure and motivation system.
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To whom the system provides a solution?
Departments involved directly in Customer Relationships, considering the whole organization:
- Deputy of CEO, responsible for the whole branch network management
- Managers, leaders of different segments (private banking, business banking, etc.)
- Regional Managers- Branch Managers- Clerks
For other departments in the organization:
- Human Resources- Accounting- Controlling- Product development- Marketing- Others …
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Deputy of CEO, responsible for the whole branch network management
Leaders of different segments
TOP 3 BRANCHES TOP 3 BRANCHES
LONDON - VICTORIA LIVERPOOL SOUTHAMPTON CARDIFF
£Average administration time
Average waiting time
Branch sales Campaign /Promoted product
Averagegross / net
working time
Average waiting timefor the promoted product
Average after work time
11th August 2008 , 09:48MANAGER DASHBOARD
ONLINET BANK nationwide data Robert DawsonDeputy of CEO
MENU
Regions Sales figures Time periods Contract figures Promoted products Log out
q
w
11th August 2008 , 09:48MANAGER DASHBOARD
ONLINET BANK nationwide data for Retail ManagerMENU
Turnover Waiting time Administration After work Working time Log out
q
w
EnglandWalesScotlandNorthern Ireland
Display Compare
üü
üü47%47%
59%59%
42%42%
45%45%
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Retail Manager
Regional Manager
TOP 3 BRANCHES
TOP 3 BRANCHES
TOP 3 BRANCHES
TOP 3 BRANCHES
LONDON - VICTORIA
LONDON - VICTORIA
BELFAST
BRISTOL
MANCHESTER
SOUTHAMPTON
CARDIFF
BIRMINGHAM
Average administration time
Average administration time
Average waiting time
Average waiting time
Branch sales
Branch sales
Campaign /Promoted product
Campaign /Promoted product
Averagegross / net
working time
Averagegross / net
working time
Average waiting timefor the promoted product
Average waiting timefor the promoted product
Average after work time
Average after work time
11th August 2008 , 09:48
11th August 2008 , 09:48
MANAGER DASHBOARD
MANAGER DASHBOARD
ONLINET BANK nationwide data for Retail Manager
ONLINET BANK nationwide data for Regional Manager
Thomas LawsonRetail Manager
Philip AylingRegional Manager
MENU
Regions Sales figures Time periods Contract figures Promoted products Log out
MENU
Regions Sales figures Time periods Contract figures Promoted products Log out
q
q
w
w
Regions
Regions
Target completion
Target completion
EnglandWales
Scotland & N. Ireland
England
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Branch Manager
TOP 3 BRANCHES TOP 3 BRANCHES
Average administration time
Average waiting time
Branch sales Campaign /Promoted product
Averagegross / net
working time
Average waiting timefor the promoted product
Average after work time
11th August 2008 , 09:48MANAGER DASHBOARD
London Victoria Branch Jeremy HarelsonBranch Manager
MENU
Clerks Sales figures Time periods Contract figures Promoted products Log out
q
w
Target completion Capacity usage
ATTENTION ! Two customers are waiting for more than 12 min. for Mortgage
RANKED:
£
LONDON - VICTORIA LIVERPOOL SOUTHAMPTON CARDIFF
- The Branch Manager saw as default setting his own branch- Sees immediately his colleagues performance- Can set-up alarms for a decrease in each preset value- Can follow-up all-day-long in real time the efficiency of the workforce
together with their evaluation. If it is necessary he can made immediate decisions.
- Can follow-up other branches performance, challenging them
David Etherington
James Jones
Dorothy Perkins
Clerks
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Other segments in the organization
Human Resources- time spent by a clerk with a customer, with back office work or other
duties – for each branch separately – the percentage of the working time usage per branch
- average clerk performance for the whole country (gross-net working time)
Product development and Marketing- percentage of sold/offered products or services- average time to sale a product- marketing campaigns efficiency measure related to the selected
services
Controlling- average national administration time related to a product/service, for
cost evaluation- the above cost compared to the profit earned from that product/service- follow-up of the clerk reward competition
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- real time or near time evaluation data- measurable sales efficiency- can be used as a foundation for a motivation/evaluation system- offers the choice of an immediate intervention- the collected data can be used to harmonize the processes, products
and services- measurable promotion/campaign results- easy-to-use graphic platform
- the solution is based on the Onlinet QMS system - the customer relations in a branch starts with the QMS system- offers a larger functionality than it appears at first sight- offers automated data collection and evaluation for an efficiency and
reward system, creates an objective foundation for that- fully customizable for any individual needs- friendly implementation, integration and licence fees- continuous product support
What's are the Bank benefits?
Why the Manager Dashboard?
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- Customize (~ 5 days) : Interviews with selected branches, division managers, regional managers, network managers)
- IT GAP analysis (~ 5 days)- IT integration (~ 20-30 days)- Demo tests in some branches- Extension in the whole network- Training (~ 2 days)
Implementation expected costs:
System costs:
Implementation steps and expected costs