How can you benefit
         from the
 QUEUE MANAGEMENT
      SYSTEM
             potential ?




Customer relations in a ...
The
            MANAGER DASHBOARD
                 solution

The purpose of the Manager Dashboard

It is a real-time manag...
For what the collected information's are used for?

We can assure that through an easy-to-use graphic platform, you will
b...
To whom the system provides a solution?

Departments involved directly in Customer Relationships,
considering the whole or...
Deputy of CEO, responsible for the whole
                                 branch network management
MENU q
               ...
Retail Manager
MENU q
                                     ONLINET BANK nationwide data for Retail Manager                ...
Branch Manager



       - The Branch Manager saw as default setting his own branch
       - Sees immediately his colleagu...
Other segments in the organization
Human Resources
- time spent by a clerk with a customer, with back office work or other...
What's are the Bank benefits?

- real time or near time evaluation data
- measurable sales efficiency
- can be used as a f...
Implementation steps and expected costs

- Customize (~ 5 days) : Interviews with selected branches, division
  managers, ...
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Onlinet Manager Dashboard - Business Intelligence Software

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The Onlinet Manager Dashboard software is a powerful tool to exploit every resource of the Queue Management System

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Onlinet Manager Dashboard - Business Intelligence Software

  1. 1. How can you benefit from the QUEUE MANAGEMENT SYSTEM potential ? Customer relations in a clear and measurable way www.onlinet.co.uk
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. 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

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