Statistics show that a bank’s success is impacted by the strength of its teller operations. Having the right number of tellers at the right branch at the right time of day can make the difference between a good customer experience and an unsatisfactory one.
Performance Manager™ gives you the insight you need to effectively control your branch teller operations—from staffing and scheduling to measuring overall teller performance.
What is Performance Manager?
Performance Manager is a browser-based staffing and performance measurement system designed to optimize work schedules, significantly improve the cost efficiency of branch staffing and measure performance levels throughout your organization.
With the intelligence presented through Performance Manager reports and schedules, you have the tools to balance workloads, coach and counsel employees, allocate resources and focus your training efforts.
What does Performance Manager Provide?
Performance Manager provides a unique perspective on your teller operations through the following features and functions:
- Forecasting
- Reporting
- Staffing
- Tiered Performance Measurement
Forecasting
Unlike other staffing management systems, Performance Manager enables you to produce staff projections from weighted transaction volumes by using formulas that capture and reflect your actual operations.
Reporting
Performance Manager includes a wide variety of reports that give you the information you need to make intelligent scheduling and staffing decisions and analyze performance.
For example, the “Hourly by User” report shows hourly activity detail by teller and branch, with weighted transaction counts and projected staff requirements. The “TPM Branch Summary” report, in which tellers are grouped by performance rating, shows a Tiered Performance Measurement (TPM) score, hours worked, total transactions, average transactions per hour, days worked, number of outages and total outages for each teller. Branch Cash reports follow cash trends by showing cash highs, lows, averages, volatility ratios and more.
Staffing
With Performance Manager, you can allocate resources exactly when and where you need them. Performance Manager collects the prior three months of data to automatically produce a monthly “baseline” schedule.
You can also adjust your schedules to meet your staffing needs. You can adjust for vacations and other scheduling conflicts and can pull from float-teller pools to fill scheduling gaps.
Tiered Performance Measurement (TPM)
For most institutions, tellers make up the largest group of bank employees–they are also the employees with the highest turnover rate.
Performance Manager can help you with employee retention by giving you the information you need to find your best performers and reward them or to learn who might benefit from further training.
Rather than simply looking at the number of transactions per teller, Performance Manager considers total employee contribution to your institution’s success. It does so by using the number of transactions, aggregate outages and balancing history of each teller.
What Makes Our Approach Better?
By integrating Performance Manager with your teller system, you receive real-time, accurate data that reflects the changing needs of your branches. And you learn about the individual performance of each of your tellers.
Performance Manager gives you the data to effectively balance workloads between branches, and it provides the information you need to help turn your average performers into outstanding ones.
The results are:
- Increased productivity
- The ability to leverage the effectiveness of each teller by looking at both teller productivity and speed of transactions
- Assurance that each of your branches is correctly staffed at the right time of day
Performance Manager provides a comprehensive view that works to make your teller lines more efficient and keep your service levels high.
System Requirements
The following are recommended minimum hardware requirements for running Performance Manager with your teller system.
Performance Manager does not require dedicated servers as the system is designed to integrate into the existing IT environment. It can be implemented on a single computer/server or its modules split across separate computers to take advantage of existing resources. The following components are required:
- Microsoft® SQL® Server 2000 or 2005, in addition to your teller SQL server.
- Microsoft IIS Web server version 5.1 or above. This can be a new website under an existing IIS Web server or a new IIS instance on any Windows 2000 / XP / Server 2003 computer.
- A computer/server to support processing applications for Performance Manager including daily processing and a report generator on any Windows 2000 / XP / Server 2003 computer. It does not have to be a serverclass machine and does not need to be dedicated to Performance Manager.
- Each user for the Performance Manager website needs to have the appropriate internet security rights to access the website.
- Microsoft SQL Server, qualified and tested versions:
- SQL 2000 Enterprise Edition
- SQL 2005 Enterprise Edition
(Performance Manager is not yet approved for use with SQL Server 2008.)
- All SQL servers should also have:
- Windows 2000 Server or Windows 2003 Server
(Performance Manager is not yet approved for use with Windows 2008 Server) - DLT or similar data device for daily backups
- Battery backup (UPS) in case of power failure
- Microsoft SQL Server 2000 or 2005 with appropriate number of Client Access Licenses (CALs)
- Windows 2000 Server or Windows 2003 Server
- To view Performance Manager reports, you need to install one of the following:
- Adobe® Acrobat® Reader on each workstation that will be running reports
- Crystal Reports Viewer on each workstation that will be running a report (.rpt) file