Queue Management is an excellent productivity / performance tool. It allows the number of staff members required at any given time to be scaled. This scaling must comply with company objectives, to ensure service quality and avoid loss of customers due to waiting time.

By using Queue Management, it is possible to determine productivity versus service duties rankings. It allows for the establishment of score cards, based on the average productivity / performance of each Shop or the complete retail chain or even on a defined productivity / performance target. It also shows the decrease in productivity over working time and based on this, contributes towards establishing the management of shifts in order to improve the global performance. It also allows benchmarking of the service desk layout to be carried out in order to establish whether it would (or not) increase the productivity / performance to join services together at the same service desk.

Still with regard to abandons, it is possible to determine the link between abandons and waiting time. Based on this link, it is possible to determine whether the increase or decrease of customer service capacity originates profit or losses (costs with staff versus decrease in abandons and, consequently, increase sales performance).

It is also possible to calculate the cost of each operation and determine whether it is profitable or not. For example, when an Employee sells a € 0.50 stamp, the company is most probably losing out, as the cost of the sale plus the cost of the service is greater than the value of the sale. Thus, we can conclude that at least five stamps at € 0.50 each should be sold together, or that, stamps, of that value, should be sold in vending machines.

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