How can you benefit
from the
QUEUE MANAGEMENT
SYSTEM
potential ?
Customer relations in a clear and measurable way
www.onlinet.co.uk

The
MANAGER DASHBOARD
solution
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.
www.onlinet.co.uk

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
Ÿ maximum waiting time
Ÿ 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.
www.onlinet.co.uk

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 …
www.onlinet.co.uk

Deputy of CEO, responsible for the whole
branch network management
MENU q
ONLINET BANK nationwide data Robert Dawson
Deputy of CEO
Regions
w
Sales figures Branch sales Campaign /Promoted product
Time periods
Contract figures
Promoted products
Log out
Average
gross / net
working time
TOP 3 BRANCHES TOP 3 BRANCHES
LONDON - VICTORIA LIVERPOOL SOUTHAMPTON CARDIFF
Average waiting time Average waiting time
for the promoted product
Average administration time £ Average after work time
MANAGER DASHBOARD 11th August 2008 , 09:48
Leaders of different segments
MENU q
ONLINET BANK nationwide data for Retail Manager
Turnover
w
Waiting time
Administration
After work
Working time
Log out
42%
45%
England
ü
Wales
ü
Scotland
ü
59%
47% üIreland
Northern
Display Compare
MANAGER DASHBOARD 11th August 2008 , 09:48
www.onlinet.co.uk

Retail Manager
MENU q
ONLINET BANK nationwide data for Retail Manager Thomas Lawson
Retail Manager
Regions
w
Sales figures Branch sales Campaign /Promoted product
Time periods
Contract figures
Promoted products
Log out
Average
gross / net
working time
TOP 3 BRANCHES TOP 3 BRANCHES
LONDON - VICTORIA BELFAST MANCHESTER CARDIFF
Average waiting time Average waiting time
for the promoted product
Average administration time Average after work time
Regions Target completion
England
Wales
Scotland & N. Ireland
MANAGER DASHBOARD 11th August 2008 , 09:48
Regional Manager
MENU q
ONLINET BANK nationwide data for Regional Manager Philip Ayling
Regional Manager
Regions
w
Sales figures Branch sales Campaign /Promoted product
Time periods
Contract figures
Promoted products
Log out
Average
gross / net
working time
TOP 3 BRANCHES TOP 3 BRANCHES
LONDON - VICTORIA BRISTOL SOUTHAMPTON BIRMINGHAM
Average waiting time Average waiting time
for the promoted product
Average administration time Average after work time
Regions Target completion
England
MANAGER DASHBOARD 11th August 2008 , 09:48
www.onlinet.co.uk

Branch Manager
- 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
MENU q
London Victoria Branch Jeremy Harelson
Branch Manager
Clerks
w
Sales figures Branch sales Campaign /Promoted product
Time periods
Contract figures
Promoted products
Log out
Average
gross / net
working time
TOP 3 BRANCHES TOP 3 BRANCHES
LONDON - VICTORIA LIVERPOOL SOUTHAMPTON CARDIFF
Average waiting time Average waiting time
for the promoted product
£
Average administration time RANKED: Average after work time
Clerks
Target completion Capacity usage
James Jones
Dorothy Perkins
David Etherington
MANAGER DASHBOARD ATTENTION ! Two customers are waiting for more than 12 min. for Mortgage 11th August 2008 , 09:48
www.onlinet.co.uk

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
www.onlinet.co.uk

What's are the Bank benefits?
- 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
Why the Manager Dashboard?
- 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
www.onlinet.co.uk

Implementation steps and expected costs
- 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:
www.onlinet.co.uk