Inovatyvus tradicinių kasų eilių valdymo realiu laiku sprendimas

1. Inovatyvus tradicinių kasų eilių
valdymo realiu laiku sprendimas
 JONAS MARCINKĖNAS
Svarbių klientų vadybininkas

2. Delivering the best service at the lowest cost
Queuing to pay is one of the most critical & emotional
part of a retail operation
Ca h rc s sa eal r e% o
s ie o t r ag f
so e c ss
trs o t
Op im in c s s&in r a e
t is g o t c es
p o u t it
r d c iv y
M in a SERVICEr v c LABOUR COSTSr ic
CUSTOMER /I p o e u t m rs v e
a t in m so e e
Customer Labour large % cost
satisfaction Waste of valuable
Shop frequency & resource
spend Efficiency &
Customer loyalty Productivity
Market share Reduced profits
Lost sales

3. Two parts to the solution
Getting the right people in the right place at the
right time
Getting the right number of cashiers Getting the right number of cashiers
into the store at the right times on the tills at the right times
Irisys Lane Scheduler Irisys Queue Predictor
(Supplementing WFM systems) (Managing queues in real time)

4. A Proven solution
Improve customer service & reduced costs
“Thanks to this system, a quarter of a million more
customers every week don’t have to queue.”
Sir Terry Leahy, Chief Executive, Tesco
Over 1,000 stores
“The cameras were a key factor is the company’s half year
pre-tax profits rocketing 10%.”
Sir Terry Leahy, Chief Executive, Tesco
Over 450 stores “We have invested in a solution that will not only help us
deliver a better shopping experience to our customers, but
function more efficiently as an organisation.”
“We are achieving significant cost savings, and fully expect
the system to pay for itself within our projected
timescales.”
Over 2,300 stores Sylvia Jones, Head of Central Retail Operations, Morrisons

5. Uses thermal technology
Monitors movement of people by their body heat
Hig c u t c u a y ~ 8
h o n a c r c ( 9 %)
F e ib et c a g sinl h in c n it n &c a g st
lx l o h n e ig t g o d io s hn e o
bcg o n
akrud
U b a a l c s v p r o m n e( u c a e in t l &
n e tbe o t s e f r a c p r h s , sal
s po t
u p r)
L wc s o o n r h ( T F+ 2 y a s
o o t f w e s ip M B 5 er)
M n o sb b d h a : Nos a fo c s o e p iv c
o it r y o y e t t f r u t mr r a y
is u s P c m l n .
s e . Ci o p ia t
Irisys thermal image
Video for demo purpose

6. Managing queues in real time
Installed in over 1,000 supermarkets in UK
Automate the capture of accurate queue data to measure their
‘OIF’ performance
‘One In Front’ promise Number of ‘shopping units’ in the queue

7. Accurate people & queue counting
Installed above more than 40,000 checkouts worldwide
Monitors customer behaviour in real time to accurately determine queue
length (shopping units) and wait time across all checkout types
Door Counter Manned Tills
Snaking queues (self learning) Self Checkout and Kiosk queues (self learning)

8. Managing queues in real time
Smaller inner-city stores
Manage customers perception of wait time to increase footfall & conversion rate
Entrance to snaking
Entrance to store queue
In selective stores

9. Managing queues in real time
700+ Superstores & Extra stores
Measures the stores performance against their ‘One In Front’ promise
Ideal cashier labour
OIF performance for curves supplement
previous 15 minutes WFM systems

10. Finding the optimum service / cost balance
Install system into a store to measure current
performance & model future KPI’s
(March 2011) Supermarket Hypermarket
Weekly average 1+2 performance 59% 36%
- Monday to Thursday 64% 40%
- Friday 54% 34%
- Saturday 35% 24%
Average cashier hours used on tills per week 240 608
Average hours needed per week to deliver 1+2 service
- 90% of customers receiving a 1+2 service 226 572
- 80% 223 569
- 70% 219 564
- 60% 208 560
- 50% 208 560
- 40% 208 560
- 30% 208 560

11. F r c s in t eid a n m e o t l
o e a t g h e l u b r f il s
n e e a r s t ed y om in a t e
e d d c o s h a t a t in h
d s e s r ic l v l n d l e t e
e ir d e v e e e a d e iv r h
f r c s e s l sr v n e
o e a td ae e e u .

12. If you have multi-skilled flexible labour
Further increase cost efficiencies and service level performance
P e ic st eo t u n m e o c e k u s
r d t h p im m u b r f h c o t
n e e in5 0 5&3 m u e t m in a t e
ed d ,1 ,1 0 in t s o a t in h
d s e s r ic l v l ( .g 1 1 1 2
e ir d e v e e e . e . + , + )
Lanes
Open Action
Now 30
3 minutes
3
6

13. Managing queues in real time
Shop floor dashboards to suit your business objectives
VGA Displays
a) Manned Checkout Predictor iPads
Phones & PDA’s
Fast Food Dashboard Multi-bank Food & General Pagers & Headsets
Merchandise

14. A proven ‘retail hardened’ solution
Monitors queue in 4,000+ stores across 40,000+ checkouts worldwide
Measures performance against OIF Queue Predictor displayed Customer facing Queue
metric & feeds WFM on mobile devices to Predictor screens
Small city stores: Manage customer manage queues in real time
perception of wait time
communicate positive
on the shop floor service to customers
A u t o m a t e d ‘ O n e In P r e d ic t iv e Q u e u e P r e d ic t iv e Q u e u e
F ro nt’ Ma na g e me nt Ma na g e me nt
i n s t a l l e d i n o v e r 1, 0 0 0 i n s t a l l e d i n o v e r 4 5 0 i n s t a l l e d i n o v e r 2 , 3 0 0
s to re s s to re s s to re s

15. Performance Reports
Drive improvements in service & cost efficiencies
Weekly Summary Report Customers receiving 1+2 service Predictor Compliance
Lane report showing how well
SCO compliance against usage & queue Create your own reports & league
queues are spread metric tables