05-01-2016, 02:52 PM
The Current System
GroupF= und witnessed proliferated growth ever since it offered �No Documents Required� loan schemes and higher credit and cash withdrawal limits on its credit and debit cards. These innovative campaigns led to its exponential growth. The customer base has multiplied by 10 times while the number of branches and A= TM centers has increased by 200%.
As a result, customers had to wait for a longer time at the branches to perform their activities. This led to chaos and mismanagement at times. The senior management discussed the situation. The discussion revealed that:
� Because of the increased customer base, the service timi= ng has decreased from 30 minutes per customer to a meager 2 minutes per custom= er.
� Employees feel highly stressed out while dealing with the increased number of mismanaged customers at the branch.
� Customers get only a few minutes to talk to the bank sta= ff after waiting for a long time.
� Customers often have to return home dissatisfied after waiting for a long time.
The se= nior management decided to employ additional staff and start using a queue management system to manage the high footfall at its branches.
The Envisioned System
The features of the envisioned queue management system are:
� An Internet-enabled application will be created.
� A central database will store information related to all= the products and services offered by the bank and the information related to the customers who visit the branch.
� The queue management system will generate a coupon number for each customer visiting the bank. The different customer service desks w= ill cater to the different needs of the customers.
� A central display system will display the coupon number = for each customer service desk.
� The system will allow the bank staff to increment the ti= cket number after they serve a customer.
� The website will provide access to three types of users:=
� = Administrators: Will be responsible for maintaining master data, such as information relate= d to the products and services offered at the branch and the number of customer service desks at the branch.
� = Banking Officers: Will be responsible for interacting with the customers and providing them w= ith relevant information.
� = Customers: Will have access to a touch screen-based system that they will use to obtain the coupon number for the relevant customer service desk.