Tips and Guides about Multi Branch Queue System

Numbers that cannot be compared

Branches measure waiting differently without anyone deciding to. One counts from the ticket, another from when the customer reaches the counter, a third estimates. Head office then ranks the branches on those figures and reaches conclusions that the data does not support. Standard definitions are unexciting and they are the entire basis for any comparison that follows.

What to measure before adding staff

Waiting time, service time and the share of tickets served within target. Those three numbers, broken down by hour and by transaction type, show if the problem is real capacity, or just how the work is spread. In most branches we measure, the critical window is ninety minutes of the day: outside it there are desks to spare. It is one of the questions branches ask us most often: different systems in every branch.

The branch that was quietly failing

In most networks one or two locations perform far worse than assumed, and they are rarely the busiest. They are the ones with an awkward layout, a counter that opens late or a flow design copied from a much smaller branch. Comparable measurement finds them in the first month; anecdote never finds them at all.