Following Lucas[1] post about NM, I used his data to create the following two nice graphs[2]. Both are the normalized datas of average count of people waiting for Front Desk, the DAM or their account. The first one does that on a 90 samples window (roughly 3 months) and the second one on a 180 samples one (roughly 6 months).

3 months smoothing

6 months smoothing

This kind of smoothing actually eliminates high frequencies, hence we see what a usual behavior each step has. What is clear to me is that FD situation is clearly fixed for quite a long time. FD was definitely an issue one year ago, but it has been really really fixed: for more than a year, even on the 6-months smoothing graph that has quite a long memory, the average queue is around 3 people, I can't see how it could even be reasonably improved.

Of course, given that the Keyring step is just after the DAM, and that people at those steps works in batches, the data is a bit biased, though it gives a pretty good idea of the bottlenecks of the whole process.

Notes

[1] I'm a lazy bum, and don't have the energy to find the proper link to it

[2] gnuplot is a real horror, isn't there any kind of GUI for that ?