Customer flow management systems in TZ

[Simple]

Ndugu zangu wana jamii,,

Mimi ni mtoto wa mkulima niliyepata nafasi ya kuja kuongeza elimu yangu kwenye moja ya nchi zilizo scandnavia,,nipo karibu kabisa kumaliza masomo yangu.

Lengo langu ni kurudi nyumbani haraka punde nitakapomaliza masomo yangu huku,,na moja kati ya mambo niliyojifunza huku ni ujasiliamali na biashara za kimataifa.

Lengo la hii thread, ni ku present kwa kifupi tu kwenu moja ya business plans zangu(ninazo nyingi) na hii nu kuanzisha utaratibu wa foleni kwa number( number queing).
Lengo ni kumuwezesha mteja kuhudumiwa bila foleni ndefu zisizo na mpango.
Unapofika sehemu ya huduma,,unabonyeza number ya kitengo husika,,na pindi ifikapo zamu yako number yako itakuwa displayed kwenye counter unayokwenda.

What is it??

It is all about managing the flow of your customers and their experiences from their initial contact with you through to service delivery as well as seeking their feedback and views after they have received the service they need.

Customer Flow Management can help you increase sales and productivity and reduce costs by ensuring that the right customer is in the right place, at the right time and is serviced by the most appropriate staff member.

It also increases customer and staff satisfaction by reducing the actual as well as the perceived waiting time. It also creates a relaxed environment and importantly for customers, it establishes a controlled and fair waiting process. CFM can also generate data and insights about how your customers behave and how your staff serve them.

It is data like that which can help you improve your business processes and raise customer service standards.


Many customers adopt Customer Flow Management in totality and incorporate all solutions into their operations whereas others use a specific solution.

Importantly we recognise there is a difference between queuing and waiting. Waiting is what customers do between wanting something and getting something and queuing is part of the overall waiting experience as our CFM Process illustration shows.

SERVICES TO BE OFFERED

-strategic consultancy to help specify the most appropriate solution through design and planning to implementation
- post installation training and support.

TARGET CUSTOMERS
- Banks zote
-TRA offices
-Hospitals
-Pharmacies kubwa
-All points where public services are offered

PARTNERSHIP

Nipo kwenye matayarisho ya mkutano wa pili na supplier mkubwa wa huku ughaibuni anayeonyesha kuvutiwa na hili....
--by the way nimefanya copy and paste from what they do here...

...Lengo ni kuomba ushauri wa jinsi ya kuimplement hii idea hapo bongo,,,kama unaona hailipi naomba pia sababu.

Tuko pamoja watanzania, tuzidi kuombeana upendo.

 

[Serendipity]

Hiyo system labda ukai introduce kwenye hosiptali zote za serekali zile zinazoudumia wagonjwa wengi kwa siku kama Mwananyamala, Temeke na Amana.

KWENYE mabenki ya bongo sioni kama kuna tatizo kwani watu waheshimu queue na pia kuna njia maalumu tunazopanga mistari (kuna kamba zimewekwa kulia na kushoto kutengeneza pavement)

Ndugu yangu labda uje na business plan nyingine, hii haitakulipa kabisa Bongo, ndo maana hujaona mtu aliechangia mada yako. Kwa kifupi hiyo huduma inafaa sehemu wanayotoa huduma za bure na kwenye msongamano mkubwa wa watu au mashuleni kuepuka wanafunzi kugombania msosi (hasa kipindi wanachopikiwa wali)!

 

[carmel]

I think its a great idea, just go ahead with it, jhata bank utapata opportunities tu maana kuna balaa mwisho wa mwezi especially NMB, na bank zingine zote, hospitals ndo usiseme. kwa hiyo usikatishwe tamaa, anza kwa kuget in touch na managers wa bank mbalimbali upewe feedback, everrything is possible na we need change in every sector, so go simple, go!

 

[Nduka]

Kama unadhani ipo hivyo simple ur deadly wrong, nadhani muda uliokaa ulaya umekufanya usahau hali halisi ya nyumbani, kwanza hivi ninavyoaandika nchi inakosa umeme kwa saa 14 kila siku,pili ukiingia benki zetu na ofisi zetu hakuna nafasi ya kutosha watu kukaa kwa hiyo queuing ina saidia pia kuserve nafasi(ofisi ya huduma kwa wateja ya Tigo kule gerezani area walijaribu kuweka hii system mbona ilikuwa chaotic, kuna kipindi watu walikuwa wanajaa hadi unakosa nafasi kupita)

 

[Enny]

Huduma kama hiyo ipo tayari Kenya airways hapa Dar es salaam. Lakini sioni kama kuna tofauti sana na hiyo ya kupanga foleni sema badala ya kusimama kwenye mstari unaweza kukaa na ukiona namba yako ipo tayari unaenda kuhudumiwa. Ila nafikiria kwenye sehemu zenye watu wengi bado watasimama tu maana kutakuwa hamna mahali pa kukaa,na muda waliokuwa wanatumia kusubiri utakuwa ni uleule tofauti ni hawapangi mistari. Cha muhimu fikiria kitu kitakachowezesha huduma ziende haraka haraka, na watu wasikae sana.

 

[Nduka]

Ila nafikiria kwenye sehemu zenye watu wengi bado watasimama tu maana kutakuwa hamna mahali pa kukaa,na muda waliokuwa wanatumia kusubiri utakuwa ni uleule tofauti ni hawapangi mistari. Cha muhimu fikiria kitu kitakachowezesha huduma ziende haraka haraka, na watu wasikae sana.

Kifupi hapa kwetu ukitaka kufanya mradi kama huu ni lazima uoanishe na miradi mingine kama upanuzi wa maofisi ili ku accommodate waiting customers na sijui ofisi ngapi zipo tayari kufanya hivyo, nadhani unaweza kuanza biashara ambazo tayari zimeandaa mazingira ya wateja wake kukaa kama mahoteli, na bar, unaweza kuongea na rose garden ufunge system yako pale wakati tunapata moja moja tunasikilizia namba ya makange huko jikoni.

 

[Mwenda_Pole]

Kama unadhani ipo hivyo simple ur deadly wrong, nadhani muda uliokaa ulaya umekufanya usahau hali halisi ya nyumbani, kwanza hivi ninavyoaandika nchi inakosa umeme kwa saa 14 kila siku,pili ukiingia benki zetu na ofisi zetu hakuna nafasi ya kutosha watu kukaa kwa hiyo queuing ina saidia pia kuserve nafasi(ofisi ya huduma kwa wateja ya Tigo kule gerezani area walijaribu kuweka hii system mbona ilikuwa chaotic, kuna kipindi watu walikuwa wanajaa hadi unakosa nafasi kupita)

Mkuu umetoa ushauri mzuri wa vitu vingine vya kuangalia mbali na system yenyewe lakini hapo kwenye red naona hapajakaa vyema. Why do people (hasa walio bongo) tends to have such kind of attacks kwa wenzao walio Ulaya??
kama nimemuelewa vyema mkuu Simple,ndio maana kaleta hiyo plan yake humu ili kama kuna kitu hajakiona basi watu wamuweke sawa. Hata kama angekuwa bongo sio kama angeweza kuona uncertainties zote katika plan yake.
Mbali na hizo setbacks still hiyo system (kwa hapa Ulaya) is proved to be the best way in providing equal and fair treatment kwa customers on a simple base of First Come First Served.

 

[Nduka]

Mkuu umetoa ushauri mzuri wa vitu vingine vya kuangalia mbali na system yenyewe lakini hapo kwenye red naona hapajakaa vyema. Why do people (hasa walio bongo) tends to have such kind of attacks kwa wenzao walio Ulaya??
kama nimemuelewa vyema mkuu Simple,ndio maana kaleta hiyo plan yake humu ili kama kuna kitu hajakiona basi watu wamuweke sawa. Hata kama angekuwa bongo sio kama angeweza kuona uncertainties zote katika plan yake.
Mbali na hizo setbacks still hiyo system (kwa hapa Ulaya) is proved to be the best way in providing equal and fair treatment kwa customers on a simple base of First Come First Served.

Nakiri udhaifu mkuu, hata mimi nisoma hapo kwenye rangi nadhani niliteleza kidogo. Kwa wooote waliokwazwa na maneno hayo naomba radhi. Ila nakutahadharisha na wewe mkuu si kila linalofanya kazi ulaya linaweza kufanya kazi hapa bongo, system hiyo inaweza kufanya kazi vizuri ulaya lakini hapa ikafanya vibaya unaweza kwenda kule customer services ya Tigo Gerezani area kuuliza, au imagine tu watu wote waliopo pale TRA samora wamekaa then utajua nilichokuwa nakisema.

 

[Simple]

Kama unadhani ipo hivyo simple ur deadly wrong, nadhani muda uliokaa ulaya umekufanya usahau hali halisi ya nyumbani, kwanza hivi ninavyoaandika nchi inakosa umeme kwa saa 14 kila siku,pili ukiingia benki zetu na ofisi zetu hakuna nafasi ya kutosha watu kukaa kwa hiyo queuing ina saidia pia kuserve nafasi(ofisi ya huduma kwa wateja ya Tigo kule gerezani area walijaribu kuweka hii system mbona ilikuwa chaotic, kuna kipindi watu walikuwa wanajaa hadi unakosa nafasi kupita)

mkuu Burn,,napenda kujibu hoja zako kama ifuatavyo;

- Kwanza nikupongeze kwa kuona uliteleza na statement yako za watu tulio ulaya,,tunapractice tu freedom of movement ambayo ni haki ya kila mwanadamu,

- Pili nikufafanunulie swala la customer flow management,
lengo langu ni kuleta system ambayo inatrack movement ya customer na behaviour zake, queing system pamoja na kuimprove customer waiting area, designing ni muhimu kwenye hilo, na ndo maana we consult before selling.
- Hao watu wa Tigo yawezekana wameona umuhimu wa hizi huduma ndo maana wakazileta,,lakini kama hawakuzidesign to meet the needs,,,basi hilo sio swala langu. Nina mtu wangu Tigo nimemuomba anifanyie research huko gerezani ili nijue zaidi kuhusiana na hilo.

- La tatu nalotaka kukufahamisha ndugu yangu ni juu ya issue nzima ya global banking reform...hawa mabwana wa G8 wameamua kufanya reform kubwa kwenye sector hii,,,na nadhani umuhimu wa hizi system ni kwenye kuelezea staff effeciency.
kwa kutumia mashine hizi waweza jua mtu wa counter ipi ameudumia wateja wangapi,,interval between mteja na mteja,,wateja muhimu uja saa ngapi,,average time ya kumserve mteja mmoja,,total customers that a branch serves,,na data nyinginezo muhimu kwa management,,,of course Kimei na wenzake need those data,,wakati wewe unafikiria kupanga foleni...

- hayo maswal yako ya umeme ni political sana,,siwezi husisha na huu mradi.

 

[Simple]

Huduma kama hiyo ipo tayari Kenya airways hapa Dar es salaam. Lakini sioni kama kuna tofauti sana na hiyo ya kupanga foleni sema badala ya kusimama kwenye mstari unaweza kukaa na ukiona namba yako ipo tayari unaenda kuhudumiwa. Ila nafikiria kwenye sehemu zenye watu wengi bado watasimama tu maana kutakuwa hamna mahali pa kukaa,na muda waliokuwa wanatumia kusubiri utakuwa ni uleule tofauti ni hawapangi mistari. Cha muhimu fikiria kitu kitakachowezesha huduma ziende haraka haraka, na watu wasikae sana.

ipo tofauti kati ya kukaa saa 1 na kusimama saa 1.
vile vile inakuwezesha kuwa na uhakika unakwenda counter gani kuliko kusimama saa 1,,then unakwenda wrong counter.

- kwenye sehemu wa watu wengi,,,system hii itakuwezesha kujua walau ndani ya saa 1 baada ya kuchukua number hautahudumiwa,,hivyo waweza fanya jambo lengine chap chap wakati ukisubiri number zisogee

- mi nafikiri hii itafanya watu wahudumiwe kiufasaha zaidi,,na haraka zaidi,,,kwani hata ofisi itaweza kutabiri mida gani kuna wateja wengi na kuongeza watoa huduma

 

[Shaycas]

Napenda kujua,kama umebook namba yako ya kuhudumiwa halafu ukatoka,ile namba ikitoka wakati wewe haupo. Je anaweza kuhudumiwa mwingine badala yako?

 

[Kivuko]

Napenda kujua,kama umebook namba yako ya kuhudumiwa halafu ukatoka,ile namba ikitoka wakati wewe haupo. Je anaweza kuhudumiwa mwingine badala yako?

Ukirudi itakubidi uchuke namba nyingine,kama mtoa huduma na watu waliopo kwenye foleni ni waelewaji wanaweza wakakuachia upate huduma.

 

[1975]

sikuwahi kufika ulaya,lakini office za emirates area complex watumia hiyo system,kweli ni nzuri sana na kwa Tanzania soko bado lipo kubwa mno kwani zaidi ya emirates sijaona office nyingine,karibu mkombozi wa sisi walalahoi wa bongo.

 

[Dingswayo]

Nilishaleta hilo wazo Tanzania na kuwasiliana na prospective customers mbalimbali. Kusema kweli hawakuonyesha kuipenda hiyo queuing number system, na mimi nilihisi walikuwa na sababu zao, wanazijua wenyewe.

 

[TIMING]

Wakuu,

Hii ni mada nzuri sana, ila ndugu yangu simple tatizo letu ni kubwa kweli;

• kuna upungufu wa service outlets kwenye sekta karibu zote hivyo kusababisha msongamano
• kuna upungufu wa service providers, pale ambapo hizo centers zipo hili pia linakuwa mzigo kwa watumiaji huduma
• Kwenye sehemu iliyo na service na watumishi, kuna tatizo jingine-- capacity yao, attitude na pia management
• Pale penye vyote, unakuta wateja wasio na uelewa na hivyo kusumbua mtoa huduma

Tukija upande wa pili, hii yote inaonyesha potentials and opportunity za growth kwenye kila sector hapa nyumbani.... hivyo wakati ukiangalia hilo la customer movement, si vibaya pia kuangalia roll out nzuri ya service outlets ambazo ni automated na zile zenye milolongo mifupi ya kitendaji
All the best

MTM

 

[TIMING]

Nilishaleta hilo wazo Tanzania na kuwasiliana na prospective customers mbalimbali. Kusema kweli hawakuonyesha kuipenda hiyo queuing number system, na mimi nilihisi walikuwa na sababu zao, wanazijua wenyewe.

Mkuu nadhani labda ni kwamba tatizo liko zaidi ya hapo, nakumbuka nilienda ubalozi fulani wanatoa namba, nilipata namba 36 na wakati napewa namba hiyo nilikuta watu wachache, nikahoji, je nitoke halafu nirudi? wakasema nikitoka naanza upya!!

Nikachooka kabisa

 

[Simple]

Nilishaleta hilo wazo Tanzania na kuwasiliana na prospective customers mbalimbali. Kusema kweli hawakuonyesha kuipenda hiyo queuing number system, na mimi nilihisi walikuwa na sababu zao, wanazijua wenyewe.

Naomba unitajie list ya potential customers uliyowasiliana nayo...

It might be that you spoke with wrong people...people who do not make decisions.
Na sidhani kwamba mtu anayeongoza institution yeyote na akili yake timamu anaweza kusema no to a new idea bila kusema walau sababu moja,,,let,s say budget

 

[Simple]

Wakuu,

Hii ni mada nzuri sana, ila ndugu yangu simple tatizo letu ni kubwa kweli;

• kuna upungufu wa service outlets kwenye sekta karibu zote hivyo kusababisha msongamano
• kuna upungufu wa service providers, pale ambapo hizo centers zipo hili pia linakuwa mzigo kwa watumiaji huduma
• Kwenye sehemu iliyo na service na watumishi, kuna tatizo jingine-- capacity yao, attitude na pia management
• Pale penye vyote, unakuta wateja wasio na uelewa na hivyo kusumbua mtoa huduma

Tukija upande wa pili, hii yote inaonyesha potentials and opportunity za growth kwenye kila sector hapa nyumbani.... hivyo wakati ukiangalia hilo la customer movement, si vibaya pia kuangalia roll out nzuri ya service outlets ambazo ni automated na zile zenye milolongo mifupi ya kitendaji
All the best

MTM

mkuu nashukuru sana kwa haya maelezo,,,ni wazo zuri sana kwenye practicality ya hii project. i will definetly those infos in my mind

 

[Dingswayo]

Naomba unitajie list ya potential customers uliyowasiliana nayo...

It might be that you spoke with wrong people...people who do not make decisions.
Na sidhani kwamba mtu anayeongoza institution yeyote na akili yake timamu anaweza kusema no to a new idea bila kusema walau sababu moja,,,let,s say budget

Mmoja wao alikuwa ni TRA, for starters. However it was back in 2002 or thereabouts. However, you might be right.