CFM in a public environment

1. Pre-arrival
The customer books an appointment to avoid queuing and waiting. This enables a controlled customer flow.

2. Arrival - customer queries
The customer answers simple questions to determine their requirements before entering the virtual queue.

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

4. Arrival - reception
The customer receives personal service by staff, who identifiy and ascertain their needs. Information is sent to the system.

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

6. Serving – preparing
Staff are prepared as they can see the customer’s identity, service choice and history before they meet the customer.
The customer is called and receives service based on needs, identity, history and staff skills.

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

8. Managing - operational
Supervisors actively manage staff and customers based on alerts and alarms.

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