Projects - Queue Management & Control

Despite the extensive use of the Internet for various purchases and financial transactions, people still have to queue up to get the service they need.

The most common queue is in front of a bank teller, for drawing cash, or other financial transactions.

The firm has designed, developed and installed a "Queue Monitoring and Control System" for one of the major banks in Israel.

The system consists of:

Human sensors in the queue entrance.
Human sensors in front of each teller.
A control unit for each teller
A red indication lamp in front of each teller.
A small bell, to draw customer's attention of a free teller.

All the above units are connected to a PC computer, which provides all required queue data, real-time and post-shift analysis:
In real time:
The shift manager gets exact info on the number of customers in the queue and average service time.
As a result, the expected waiting time is calculated and the manager can set a threshold beyond which more tellers (service employees) will be required.
The system enhances customers' satisfaction, as they realize that the organization appreciates their time.
The system also enhances utilization of service staff, as employees can serve other tasks when their presence in the service post is not required.

The system is ideal for banks, fast-food establishments and even supermarkets – where one queue can replace the multi-queue system, known to be very annoying for the customers.