March 2023 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

The performance management process is absolutely essential for any business. Businesses in Dubai and all around the UAE are proactively adopting to modern technologies and latest solutions to enhance the impact of their performance management process. Conducting regular performance reviews and feedback discussion is a time consuming task, it requires enormous efforts to complete one performance cycle. The businesses are already ditching the traditional annual performance management methods, and adopting to more modernized performance management methods such as continuous performance management, agile performance management, etc.

The performance management systems have become more complex with the introduction of AI (artificial intelligence) and smart algorithms. The performance management software itself is a very sophisticated application, and when you have multiple options available in the market, it could become very difficult for the HR manager or business leader to choose the right performance management system.

In this blog we will list the features of a best performance management system which will help you choose the right software for your business as per your needs. The employees’ development and business’s growth depends on the performance which makes performance management system the most import management tool. Different performance management systems and software solutions offers different features and functionalities.

However, there are some universal features that can help you achieve your goals. Here are the key features of an advanced performance management system which will allow you to implement any modern day performance management process to maximize the impact of the performance management software and to fulfill your unique needs.

SMART Goals and Clear Metrics of Success

For any performance management system planning and setting up goals is one of the most crucial part of the process. The performance management system should allow managers to set up clear and understandable goals for the employees. The SMART framework enables businesses to adopt to modern practices and set up realistic and achievable goals which increase the employee success rate. The SMART stands for, Specific, Measurable, Achievable, Realistic/Relevant and Time-bound.

Furthermore the employees should also be explained the crucial success factors and how their success would be measured so they know exactly what is expected from them. That is why the OKRs, KPIs, BSCs, and various other features are used to understand the goals and to improve the communication. A good performance management system includes features which help managers to and employees to improve communication and help everyone eliminating the ambiguities and confusions from the process.

Here are some examples of the modern metrics:

Quantitative Metrics: The performance management system offers a variety of different data types to measure the quantity of the work produced by an employee. The quantitative metrics could be the number of sales produced by a sales team, or the number of products produced by the production team, etc.
Qualitative Metrics: Measuring quantity is much easier than measuring the quality of the work. The qualitative metrics measures the quality of the produced work by an employee and this feedback includes reviews from customers, peers, managers and other stakeholders.
Efficiency Metrics: The efficiency metrics is a measurement of both quality of the work and the quantity of the work. It provides much clearer picture of the performance of the employees. The efficiency measures how much work is done in what timeframe and how was the quality of the work.
9 Box Grid Metric: The 9 Boxed Grid metric is a modern performance management method which help management to understand the current performance of an employee and their potential which help them to identify and promote the high-value employees.
MBO: Management by Objectives or MBO is a method to scale down the high-level organization goals and set individual goals for each employees. Mostly the individual goals are discussed and mutually agreed between the employees and the managers hence it is clear to employees what they are expected to do.
NPS: The NPS or Net Promoter Score is the metrics that measure the performance of the entire organization. The NPS is used to understand the customer satisfaction and happiness and it tells if a customer is willing to recommend your business or products/services to others or not. People only recommend something to others if they are very happy and satisfied with it.

These are just a few metrics that will help businesses implement a successful performance management process however, there are penalty of other metrics too which help businesses to enhance their performance and improve their monitoring capabilities.

Flexible Management and Control Settings

For any software tool or solution the most important is the flexibility and control it offers over various aspects that are related to the scope of this application. For the performance management system the flexibility and control over the performance management process is essential. That is why it is important that the performance management system you choose for your business offer flexible controls and a comprehensive administration dashboard. The performance management process is not just measuring the progress of an employee or team towards their goal, in fact the performance management system includes a variety of HR tasks and a detailed data analytical and reporting modules.

Every business have their own way of conducting performance appraisals and performing other relevant HR tasks. Thus the performance management system should be able to offer customization and controls to align it with your internal processes. For example, the system should allow managers to decide which module, process or analysis technique they want to use, it should allow them rename different modules, features or terminologies according to the internal organizational culture and such other things.

Multi-rater Feedback and Review Modules

Another advanced feature of modern performance management system is its capabilities to conduct, process and analyze the multi-rater feedbacks and performance reviews. Traditionally the performance reviews and feedback is gathered from managers and is on annual bases, or bi-annual bases. However, the modern performance management process demands more frequent feedbacks and reviews in fact the continuous performance management is gaining huge popularity in Dubai and all around the UAE since past few years. The multi-rater feedback and performance reviews enhance the quality of the performance data and improve transparency and accuracy of the performance appraisal process.

For example the 360 degree performance reviews and feedbacks are considered to be the most common methods of the feedback in modern day performance management process. The 360 degree feedback or review is the process of collecting feedback from multiple sources such as managers, supervisors, peers, cross-departmental colleagues, senior management, customers, suppliers, and any other stakeholders who interacts with the employee. Such multi-rater feedbacks and reviews can significantly improve the accuracy and quality of the performance data.

Ease of Use and Adoptability

For any new software system or solution the businesses are always concerned about the usability and adoptability. The ease of use and quicker adaptability not only save a lot of time, resources and cost but it also help maximizing the impact of the new system. Similar is the case with the performance management system software. Businesses should ensure that the performance management software they are choosing is easy-to-use for everyone. One of the most important aspect is the UI (user interface), the best performance management system always offers simple and easy-to-operate user dashboard. Businesses can customize the user dashboard for each user group to make it more user-friendly. The dashboard should provide all important data, feeds and notification on the main screen, and offer simplified navigation and information structure.

Furthermore every user group have different preferences hence the user dashboard should be customizable and offer flexible control for each user group to maximize the system’s usability and efficiency. Ease of access is another most important feature, the employees and managers should be allowed to access the system form multiple devices such as their computers, off-campus devices, smartphones & tablets, etc. Such features will be very helpful in maximizing the impact of the performance management system and better adoptability.

Conclusion

The performance management process have changed over the time, especially since past few years the businesses in Dubai and all around the UAE have started adopting the modern and more aggressive performance management processes. These process require a lot of time and efforts to complete, which is why businesses use dedicated performance management software to conduct the performance management process. Usually it is the HR department who take care of the performance management system and relevant activities. However, in some organizations there is a dedicated team to handle performance management process. Whatever the case is, it is important to understand that every business leader or decision maker will have to decide which performance management software they will be using for their performance management process.

Given the circumstances of the market in UAE it is very difficult to choose one solution from the sheer number of performance management software available in the market. In this blog we have discussed some essential features that every business must be needing in order to effectively conduct the performance management process. If you want to learn more or if you want our help to design and build a bespoke performance management system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Having long lines and busy waiting area is a common sighting in the service industry. Businesses who operate in service sector can’t avoid waiting lines, though there are proven market strategies that can help them minimizing the customer wait time enable them to improve customer experience. There are many factors that contributes to slow moving queues and long waiting lines, which cause unhappiness, and sometimes annoy your customers. That is when the queue management comes into play, the queuing management is a strategy and technology a business implement to reduce customer wait time and to improve their experience at the business.

These two are extremely important for a business, happy and satisfied customers become loyal, the loyal customers not only give repeated business, but they also help establishing a positive brand image. No one likes waiting, but if you have a queue management system you can not only minimize the wait time but you can also significantly enhance customer experience.

Imagine you have some important work at a government office or a bank, when you reach there you find crowded waiting areas, entangled queues, and you have no idea which waiting line you should stand in, or even if your line is moving or not. How frustrating and annoying it would be? You are also risking the same frustration for your customers by not properly managing your customer flow and queues. Businesses knew that from the very beginning, that is why the queue management system have transformed from a paper pen ticketing to a highly advanced AI (artificial intelligence) based sophisticated digital queue management system.

Now a days in Dubai or anywhere in UAE there are hundreds of vendors who are advertising different types of queue management systems in the market, which sometime could be very confusing for the business owner or the managers to choose the best match of their requirements. In this blog we will discuss how a customized queue management system is the best choice for any business.

What is a Customized Queue Management System?

There are usually two types of every digital system and software, one is called commercial off-the-shelf solution or COTS and the other is customized solution. The COTS are designed for masses and a large number of businesses/users uses them. Whereas the customized solutions are tailor-made software and systems which are exclusively designed for a particular business or user. Both types of solutions have their own advantages and disadvantages. The COTS are easy to deploy, in fact can be deployed within a day or two, the customized queue management systems take time to develop and also have higher initial cost.

The biggest problem with the COTS is that they can never fulfil 100% of the needs of a business, usually if a commercial off-the-shelf solution meets a business’s 80% of the needs, it is considered ideal. However, the customized software solutions eliminate that problem and as they are exclusively designed for the user, they can meet 100% of the needs of the user and have higher performance, adoptability and longer lifecycle. Furthermore the COTS also have reoccurring costs and the ownership belongs to service provider, the customized software on the contrary doesn’t have any such cost and the ownership belongs to the business for whom these software are designed for.

What are the Benefits of Customized Queue Management System?

The customized queue management system can completely transform the business/branch and the customer experience. It can significantly improve the customer flow and help businesses reduce and manage the crowd. The reduction in wait time and the enhanced customer experience ensures maximum customer satisfaction. Here are the key benefits of implementing a customized queue management system at your business/branch:

Benefits of Customized Queue Management System: Reduced Wait Time

The customer wait time is one of the most impactful factor on customer happiness and customer satisfaction. No one wants to wait in long queues, everyone wants to get everything done quickly. According to several studies on an average a customer could wait for up to 8 to 13 maximum. After 8 minutes the customer start getting annoyed and anxious and after 13 minutes the customer start getting annoyed, angry and frustrated. The customer wait time is one of the primary causes to unhappiness of the customers. That is why the main objective of implementing a digital queue management system is to reduce customer wait time, improve their queuing experience and help businesses achieve better performance.

The customized queue management system is exclusively designed as per the needs and requirements of your environment which enables it to maximize its impact and minimize the customer wait time as much as possible without compromising customer experience and happiness.

Benefits of Customized Queue Management System: Seamless Ticket Generation

Earlier businesses were manually distributing tickets to the customers and visitors, which is a slow and time consuming process, and this process also have higher error rate which cause problems for the customers. However a customized queue management system makes ticket dispensing and distribution process self-service for the customers. Usually a self-service interactive kiosk is used to dispense the tickets. In your customized queue management system the User Interface is designed as per the requirements and needs which further improve the performance.

Businesses can have multiple languages that they want and they can ask certain questions if needed. The customer can chose the right service they need from a list, and the queue management system can also suggest them what service they might be needing based on their previous experience. The ticket dispensing kiosk is a self-service technology powered by AI (artificial intelligence) and its automated algorithms can offer a great customer experience.

Benefits of Customized Queue Management System: Improve Employee Performance

The success of any business depends on its employees’ performance. When employee works under heavy workload and the crowd formation and poorly managed queues are a common occurring, the employee become less productive. In case of unorganized queues the staff usually have to spend a lot of time in organizing the queues and sorting out the problems and queries of the customers and visitors. However, when you implement a customized queue management system, the system take care of the entire customer flow and it manages all the queues automatically.

The smart algorithms and AI based powerful software engine can fetch data in real-time from various touchpoints and it can compare it with live data and historic data, which enables it to take highly effective decisions in real-time and manage all the customer footfall to maximize the efficiency. Furthermore the queue management system also monitor and track employee performance and KPIs which also help management and HR to take informed decisions to maximize the employee performance.

Benefits of Customized Queue Management System: Enhance Customer Experience

Customer experience is a key to customer happiness which drives customer loyalty and the customer loyalty help businesses to sustain and grow. Bad customer experience on the other hand tend to repel customers from the business and can harm or completely disrupt the growth and sustainability. In a highly competitive market like UAE if a business fails to meet the expectations of a customer, then the customer will move on to the next business, in fact these days the availability of too many options also raised the customer standards.

When customer demands are skyrocketing, the market become highly competitive and you are failing to fulfill their needs, you are not only risking to lose the customer but also your business’s reputation. The customized queue management system help reducing service delivery time, wait time and improve employee performance. Furthermore, it is also helpful to maintain a balance between the customer footfall and employee performance.

Conclusion

Every business belongs to service-sector, needs some kind of customer flow management system which is also knows as queue management system. The businesses often get average footfall, but during peak hours or peak days of the week or month, the customer footfall could significantly increase. Businesses need prior planning and strategy in order to meet the demand of the customers. On top of that it could become extremely difficult to manage the queues during the peak hours.

A digital queue management system can solve all these problems but there are two main types of Queuing systems, one is with the COT and the other is the customized queue management system. The customized queue management system is superior than the off-the-shelf solution, it help reducing the customer wait time, it helps businesses improve their internal processes, it improves employee performance, it minimize customer wait time, it enhance customer experience and increase customer loyalty.

BLOG OF RSI CONCEPTS

Month: March 2023

What are the Features of a Best Performance Management System?

SMART Goals and Clear Metrics of Success

Flexible Management and Control Settings

Multi-rater Feedback and Review Modules

Ease of Use and Adoptability

Conclusion

Benefits of Customized Queue Management System

What is a Customized Queue Management System?

What are the Benefits of Customized Queue Management System?

Benefits of Customized Queue Management System: Reduced Wait Time

Benefits of Customized Queue Management System: Seamless Ticket Generation

Benefits of Customized Queue Management System: Improve Employee Performance

Benefits of Customized Queue Management System: Enhance Customer Experience

Conclusion