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Queuing management system in banks

the diferentiate between banking

In our last class, we were talking about queues system, Queues or waiting lines is a general phenomenon in everyday life, queues are usually seen at post offices, bus stops, hospitals, bank.

In the banking sector or any business sector the managers trying to improve the customer satisfaction by offering the better service. Every customer waits to be served according to the length of the queue.

In the retail banking industry, queuing remains one of the most common reasons for customer disgust. Despite technological advances such as online and mobile banking, customers still complain about their bank. In general, the bank estimates it serves about 150 customers per day, customers are served in the order they arrive at the bank, the time difference between serving customers. Managing long queues during peak business hours has always been a huge problem for banks, it’s a big alarm sign for banks and also for the customers, the 24-hr ATM banking facility is limited in the range of services bank customers can avail of.

Queuing management systems are intelligently designed to meet the customer banking needs. Queue system offers a wide range of applications from a single line queue system to multiple lines queuing systems and allow the bank to cater wide banking services.  customer enter the virtual queue line the moment they take a ticket using a self-service kiosk, once their ticket number reaches the teller, the customer is intimated using digital signage solutions allowing them to approach the specific counter. This advanced queuing system frees customer from waiting in long queues and creates a much pleasant and favorable environment whereby the user/customer can indulge in impulse buying.

when I was working in a bank I heard a lot of customers complaints about the queuing lines, they tried to solve this problem:

  • by Added cash withdrawal commission if the customer wants to withdraw cash, to encourage the customers using ATM machines to reduce the number of customers in queues waiting for the services, also the customer mobile applications enables the customers to use most of the online services.
  • In addition open the branches in the weekend, about 5 hours in a day but in my opinion,  it wasn’t a good solution especially for the employees because they need a rest in the weekend not to work too much, in addition to that they didn’t serve all type of services in that day so it’s not a perfect solution to minimize the number of customers in queues.  hence, I want to add some comparison between Spanish banks especially Valencia and Palestine banks from my previous experience and point of view that related directly to the queuing system.
  Palestine banks Spanish banks
Working hours One shift from 8:00 AM – 4:00 Pm Two shifts morning and afternoon.
Branches One branch- two branches maximum each city More than 10 branches
ATM machines Limited between 3 ATM machines in large countries Widely spread
Online system Limited service online Almost all services can be done online even the loan
Branch services Because there are limited to branches, they offer all services in one place Every branch specializes in one-two services.
Using queuing management systems (by tickets) Available Available

All these factors are affected by the queueing system especially in banking sectors, such as limited hours, limited online services and limited spread of ATM machines.



Airport Queue management

Airport waiting time is stressful and can cause headache when you had 10-12 hours long flight and still have to stand in queues for another 1-2 hours. You have to stand in line for luggage checking, show travel document, immigration, go through scanning device and then to your terminal. I always have to experience this queue because I have to change 3 flights; Ahmadabad to Mumbai, Mumbai to Madrid, Madrid to Valencia.  If you have connected flight from different airport then again you have to stand in line for all this things again. The journey seems exhausted.

There is barcode system to estimate the rush of people at the choke point so that additional staff can be arranged and new queuing channels can be set. Though, this system does not give real time solution for the queues

The new BLIP systems can track the mobile phones and other devices and enable airports to track the movements of a traveler. It is installed Norwegian airports, Birmingham airport, Manchester airport, etc. BLIP system was founded in 2003, is a business intelligence company based near Aalborg, Denmark. In 2010, the queue prediction module was developed to provide airports and their passengers with accurate wait time information.


How BLIP works:

“Airports can use this information to understand things such as which parking spaces, airport entrances and services passengers use, how many people show up at airport processes, when they arrive and how long they wait,” says Christian Bugislaus Carstens, BLIP’s marketing manager. But what if personal data of the traveler reveled and misused. There is a question of security and protection of personal data. But “each mobile device has a unique MAC address which is assigned to the device during manufacturing and cannot be modified. MAC addresses do not link to any individual user data, thus personal information is not revealed, and no personal data is collected, disclosed or otherwise processed by BLIP Systems, in compliance with the EU directive about privacy” says Carstens.

Packaging containers for fresh seafood transportation

I really like seafood and since I live in Valencia, I can enjoy it anytime and can be totally sure that it is fresh since the city is based next to the seaside. However, back to my home country, we do not have that access to the diversity, quantity and quality of fresh fish. But it has always been a demand, so in recent years a lot of seafood restaurants have been opened and in order to attract clients they deliver fresh fish on a daily basis from all over the world. The logistics process is complicated, that is why I decided to concentrate only on a packaging feature.

Perishable products may be subjected to harsh environmental conditions, such as excessive temperature or humidity, on the way to their destination, thus, packing shipment is essential to keeping the seafood fresh. During shipping, insulation and refrigerants are key to preserving products. With the proper combination of insulation and refrigerants, the product can maintain within specific temperature ranges.

Insulation reduces the transfer of heat through packaging container walls. The most common insulation materials are expanded polystyrene (EPS) foam, rigid polyurethane foam, and reflective materials. Recommended refrigerants are gel coolants and dry ice to keep perishable products cold or frozen. Wet ice has many disadvantages, including weight and special water-resistant packaging requirements, but it may be used if properly prepared to prevent leakage.



I am sure all of you have order food at home, such as pizza, kebab, chinese food, etc. When I have ordered it I always think how they plan the logistic for deliver the food in the corresponding address.

I propose two options:

  1. A FIFO (First In First Out) system: They deliver the orders in the sequence in which they have been requested regardless of the location of the address.
  2. A FIFO system taking into account the location of the address, that is to say, they deliver the orders in the sequence in which they were requested, but also, they have into account if the orders are close on the dealer’s route.

I think the second option is better for the reason that they can save gas money and deliver time, because the same delivery man can deliver several orders in the same journey. But it has a little problem, they must wait a bit between some requests in order to have deliveries in the same route.

Starbucks, Reorganize the supply chain


With a motive from my favourite iced hazelnut latte, I chose to wrote about the famous Starbucks Corporation. It is a very well-known American coffee company, founded in Seattle in 1971. The company operates 27,339 locations worldwide. Starbucks is distinguishing itself from other coffee-serving venues by taste, quality, and customer experience. It first became profitable in Seattle in the early 1980s and the first Starbucks location outside North America opened in Tokyo in 1996. Nowadays, overseas properties constitute almost the one-third of its stores.

Starbucks is pretty much a household name. But like many of the most successful worldwide brands, it has been through its periods of supply chain pain. During 2007 and 2008, Starbucks leadership began to have serious doubts about the company’s ability to supply its 16,700 outlets and therefore, sales were falling. At the same time though, supply chain costs rose by millions. When the supply chain executive team began investigating the rising costs and supply chain issues, they found that service was indeed falling short of expectations. Problems were included like slow deliveries and poor outsourcing decisions. Starbucks’ leadership had three main objectives in mind to achieve improved performance and supply chain cost reduction. These were to reorganize the supply chain and reduce the cost of serving. In order to meet these objectives, Starbucks divided all its supply chain functions into key groups, known as “plan” “make” and “deliver”. Next, the company set about terminating partnerships with all but the most effective. When the supply chain transformation program was completed, the company had made savings of more than $500 million.

What we can learn from this example, is that in order to make significant and sustainable cost improvements, substantial change must take place. Starbucks had to shake up its third party relationships and increase production capacity. None of the changes took place overnight. These issues were tackled in phases. When it comes to making supply chain cost reductions that stick, each and every avenue must be explored. The only way to see sustainable cost reductions, is to see the big picture from a new angle and be prepared to step outside of the comfort zone.

How to increase the enjoyment of working in a warehouse?

Bringing gamification to the warehouse workforce

Last week we talked in class about the job as forklift driver this triggered me to talk a bit more about jobs within warehouses. Working as a picker or forklift driver in a warehouse doesn’t seem to be the most inspiring job in the world. If you ask younger people on what do you want to become when you’re older less then 2% (I have no scientific research data, just an estimation) would answer, a warehouse picker or forklift driver.

However the job is still quiet important and with all package handling today we at the moment still needs these jobs to exist. The popularity of gamification on the workforce is taking a huge flight at the moment. Gamification is adding some game and fun elements to your core job to increase the entertainment and engagement of the employees and to become a great place to work for employers.

At the moment always every employee in the warehouse has a mobile phone which they use for their core business process, scanning boxes/products in the warehouse. The Enterprise resource planning tool they use in their job is getting more smart but some applications are also adding gamification in their process.  Gamification can increase motivation, engagement and creates a collaborative culture. It is based on video games in non-gaming situations like working in a warehouse. The warehouse is a perfect scenario for adding/using gamification elements. Warehouses can have anywhere from dozens to hundreds of employees, many of whom likely don’t interact on a regular basis. By using elements like challenges, badges, levels and leaderboards, gamification can help create a more interactive and compelling workplace environment.

Imagine a reward system based on the amount of packages you handle during the day individual or with your team? Image a pokemon go look a like app, so that during the day you can catch achievements which are located on your routes for example?
It would be a great idea to add a formal reward system in money or development courses for employees to get more inspired and to work harder during the days to increase productivity of the warehouse.

The following video provides a small introduction to gamification in our lives.

SaraMax Apparel Group after using Pick to light system

First, I would start to define the Order picking operations:

picking order operation

In the last class, we were talking about the picking order systems such as pick to light and voice picking I would like to mention the pick to light automotive system uses in most of the companies especially big companies.

The benefit of paperless is to increase the productivity, near 100% accuracy, labor optimization, real-time data available, and the elimination of redundant tasks (paper list, order checking), in addition to Rapid training hours, not weeks.

Pick to light system:

The pick to light system is simple, each pick location on a flow rack, shelving unit and pallet rack or other storing location system.  is mounted with a light display module to indicate the number of units to be picked whenever the product is needed from a location .as each item is picked, it can be confirmed as complete or marked as incomplete notifying the host server of a stock out condition. The order is automatically updated with what has been picked fully and what must be back ordered, the instant feedback from pick to light can drive real-time inventory systems and this information can be used to automatically drive stock replenishment to the picking area as minimum stock levels are reached.

pick-to-light system

The companies install pick to light system when they want an accurate and fast picking to be performed. I saw an excellent example of this system in Saramax Apparel Group they manufacture clothing garments. The company offers loungewear, sleepwear, infant layettes, undergarments, and kids apparel, they are a fully functioning warehouse, shipping, receiving, they use the production area to package and repackaging. They were facing many problems in the picking area and they use the Pick to light system; the new system provides Saramax with all the pick location required The solution has increased operational efficiency, added capacity, performance, visibility, and control, for example, the system shows how many pieces should the operator takes, and when the operators press the button then he/she finish picking. after picking.

Once the person is trained to use the system, usually in less than half an hour, individual picking productivity and accuracy is improved sustainability over that found in traditional paper-based operations.