How to manage queues with advantage for the company? TADetails

What is given to business of a management system for queue

The management system for queue externally — is very simple for those who use it. The terminal, a board — here and all system. But serious pluses for business are behind this simple visible part.

"In an e-queue system branding of the terminal of issue of coupons (the menu of the terminal, color and decorative elements of the body) and graphic filling of the screen of the main information display is most often used — the CEO of the company "MTG gives an example. Business solutions" Andrey Maximov. — Besides, on screens it is possible and it is necessary to show marketing materials of the company: various videos, slides of advertisements and so on. The attention of visitors will be riveted on the screen, and, monitoring queue, they will involuntarily pay attention and to advertizing".

There are also managerial moments: detailed monitoring of a system can help the company executive to define, his subordinates are how loaded. It allows to distribute, for example, better changes and people on them, provides food for thought to HR departments.

In what spheres systems are most demanded

Logically — in the banks, clinics, MFC and the other organizations working with big flows of people. But not only. In particular, systems are installed on global sports meets, at the international economic forums, on test drives of new products of global car makers and the largest auto racing.

"The equipment is usually installed in places of registration of participants, guests and audience. Registration is necessary, clearly, for security of holding mass actions — Andrey Maximov explains. — It should be noted the high level and the importance of similar projects: Sochi Olympic Games, last FIFA World Cup, annual St. Petersburg International Economic Forum, races of "Formula One" in Sochi".

The reasons of popularity and demand of management systems for queues — in their universality. Queues are identical everywhere, and only parts of distribution of flows of visitors change. However, it is always possible to configure separate functions. Commonly accepted (like Internet registration or SMS informing) or specific (under specific projects).

"If to compare an electronic queue to a musical instrument, then it is possible to tell that it as the guitar which it is possible to play both salsa, and a rock'n'roll" — smiles Andrey Maximov.

Of what physical and program components systems consist

In addition to the terminal of registration and an electronic board, turn on in management systems for queue virtual or equipment rooms the operator console and also a separate board for the operator (whom, however, recently refuse — it duplicates the main board). From what refuse seldom — so it the systems of the voice notification, quality evaluation and content management (that marketing component).

How to select vendor of a system

At first it is better to define criteria of quality and functionality of the solution which, in turn, depend on requirements of the specific enterprise. Experts include in number of key system performance, for example, suitable appearance and ease of use of terminals, a board and panels of operators. Of course, stability of operation of the equipment and software applications are important, and any non-staff situation (for example, short circuit in the power supply network) should be solved within 5-10 minutes by the built-in means of a system. It is desirable also that could be responsible software of a system not only for registration and the invitation to service, but also to allow to make changes to operation algorithms, optimizing each process step of service.

"It is possible check reliability and reputation of each supplier by two simple methods — Andrey Maximov tells. — The first: to fixedly study the website of the company. The impressive number of installations speaks about the checked product quality and reliability of firm as vendor. And a customer feedback on the Internet will tell about real experience of the company in the market. The lack of responses should guard — any company without the reason will not begin to hide such information. The second: it is possible to receive contacts of clients who could make the recommendations of this company. You will be able to ask directly the questions interesting you and to obtain information first-hand".

As there is implementation

Implementation of management systems for queue does not differ from the same installations of a board of currencies and ATMs. Work can be separated into five short stages. On the first the technical specifications in which requirements to functions of a system register are formed. On the second supply of equipment and its installation is made. After that the software is established. At the fourth stage the commissioning passes and test of a complex. User training to work in a system should become the completing element.

Experts prompt that on each stage leaves from 1 to 5 working days. Thus, a simple system can be installed in 5 days, more unrolled — for 25.

"The price of a system consists of three main articles of expenses: hardware, software, services in installation. Sometimes, in addition, include expanded service maintenance which is necessary when in the organization there are no IT personnel in the budget" — Andrey Maximov says.

But the final price, of course, is calculated individually. It depends on complexity of business processes and volume of their automation and also, of course, on the number of users of a system.

Example of the most successful case

One of the cases, most known in Russia, was born as a result of cooperation "MTG. Business solutions" and Promsvyazbank. For approbation of a system it was decided to carry out pilot implementation.

"At a pilot stage there was an opportunity to fully estimate both quality of hardware of a system, and quality of software development, and, by itself, that level of service which as much as possible meets requirements of the customer. Most vendors without problems will provide the equipment in temporary use absolutely free of charge" — Andrey Maximov specifies.

According to the results of the test period partners carried out the detailed analysis of process of implementation. It allowed to define the best practices and gave the chance to be prepared for possible difficulties at system implementation in federal scale.

On the basis of the data obtained during operation of a system business efficiency analysis of work of offices was made. The optimality of processes, the arising shortcomings and problems of business logic was estimated.

Analysts defined the general losses of working time, factors influencing accomplishment of these or those transactions and also estimated perspectives in the field of increase in efficiency of business processes of bank.