CFM in a retail environment

1. Arrival - self service
The customer selects services matching their needs. The customer is identified and can see instructions, information and ads. Information is sent to the system.

2. Arrival - meet and greet
A floorwalker greets the customer and identifies their needs. Information is sent to the system.

3. Queuing and waiting
The customer is informed, entertained and can see commercial messages while waiting. Information on when and where to go is displayed on the ticket, LED signage, TV monitors or pre-recorded announcements.

4. Serving - preparing
Staff are prepared as they can see the customer’s identity, service choice and history before they meet the customer.

5. Serving
The customer is called and receives service based on needs, identity, history and staff skills.

6. Post serving
The customer provides feedback on their service experience.

7. Managing – operational
Supervisors actively manage staff and customers based on alerts and alarms.

8. Managing
Management control and business improvements are based on Management Information (MI).