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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