QMS | Queue Management System Solution
The QMS is an advanced network based system using standard Ethernet LAN as the data communication backbone. The QMS can be integrated with the existing branch network and leverage on the counter staff PCs to minimize cabling requirements and thus the cabling costs.
The QMS system covers the followings:
- Branch QMS which comprises
- Integrated Queue Server,
- Web Counter Terminal,
- Counter Display,
- Interactive Customer terminal,
- Data Hub,
- Main Display, and
- Multimedia Information Display
- Branch-corporate networking
- Headquarters which hosts the Corporate Monitoring and Reporting Server
Integrated Queue Processor (IQP)
The IQP is the main component of the QMS. It features a slim and unique enclosure design which is constructed from moulded parts. It is free standing and space saving. It houses the main QMS controller unit and provides several integrated functions. As such, it is equipped with several peripheral devices such as thermal ticket printer, card reader, large LCD with touch screen, and audio speakers.
Web Counter Terminal (WCT)
WCT acts as a Counter Terminal device that allows the counter staff to call the next in line customer. It is web based and supported by several standard web browsers. Since web browser is readily available in most PC, no software installation is needed. Another advantage is that future functionality enhancements and software upgrading is easier to manage since only the IQP is affected.
Counter Display (CD)
This is a 10.1” colour LCD with integrated controller. It is normally mounted at the counter head or on the desk with the help of a metal pole. It displays the current called number. Whenever the display is updated, an electronic chime is also generated.
Interactive Customer Terminal (ICT)
ICT is an interactive device with a colour LCD screen and is placed at the service counter to allow customer to provide feedback based on the posted questionnaires or to respond to a survey. It also has other functions integrated such as:
Main Display (MD)
This is a 23” slim colour LCD monitor with integrated controller. It is normally mounted at the customer waiting area or counter head to display ticket and counter numbers together with their directional arrows. It displays the last 3 to 4 recently called numbers. Whenever the display is updated, an electronic chime is generated to alert the customers.
The MD has a built-in secondary function to act as a simple digital signage display. Its screen automatically switches to full screen signage mode after a preset time when the screen is idling. It displays preloaded image slides stored in its internal Flash memory. It immediately returns to number display mode when a number is updated.
The IQP has integrated display content management function. Hence, the signage content on the MD can be managed remotely from any web browser.
Branch Supervisor Terminal
This generally refers to the PC used by the branch manager or supervisor. It is used for
- monitoring the queue system status presented in dashboard and tabular formats,
- monitoring customer feedback status
- configuring the system/user setup parameters when needed,
- printing daily, monthly or periodic reports,
- managing/updating contents on the ICT, MD and MID.
- Branch-corporate Networking
The QMS at branches can be linked to a Corporate QMS Server (CQMS) at the headquarters by leveraging on existing WAN or the Internet infrastructure. For the latter option, a secured network can be established over the Internet by utilizing virtual private network (VPN). Data encryption can be applied to further secure the data during transmission.
Firewall or gateway at both branches and corporate HQ must be configured to allow the QMS data traffics to pass though. Corporate wide IP addresses should also be assigned to branch devices such as Integrated Queue Processors (IQP).
- Corporate Monitoring and Reporting (CMR)
Branch IQPs have integrated support for CMR Server. Apart from consolidating the QMS data, the server can also be used to centrally manage the display contents on the various branch display devices such as Interactive Customer Terminals, Counter Displays, Main Displays and Multimedia Information Displays.
The QMS offers an integrated solution that aims at managing the customer flow and improving customer service. It uses web based technology which provides ease of use and remote accessibility. The highly integrated IQP eliminates the need of multiple PC or controller which has the benefit of lowering long term system maintenance costs.
QMS system functionalities can be further expanded / enhanced. The subsequent deployment can be centrally managed from the headquarters with the availability of the wide area network connectivity and web based implementation approach.