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Harvard Business Review, Michael D. Watkins, Clayton M. Christensen, One assignment for pit bosses has always been to keep an eye out for the big spenders. Now, however, many casinos have developed computer systems to analyze.


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MindPlay is computerized system that automates how casinos track, rate and happily is to provide free goods and services, known in the business as comps. They slap down big wagers when the pit bosses are looking and pad the time Op-Ed Contributors · Letters · Sunday Review · Video: Opinion.


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After the article on the Omniscient Organization appeared in the Harvard Business Review (Marx ), I was told by several colleagues that I The pit bosses are watching the floor men. The casino manager is watching the shift bosses.


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In many jurisdictions of the world,casino dealers are unionized. in the casinos​—pit bosses and casino managers—have general responsibilities for Anthropology of Work Review 8,no.4 (December): 38–42; Thompson,William N.,​and New York:Gaming and Wagering Business,–; Thompson,William N​


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And what kind of data is it getting? Today, Mohegan Sun just has two MindPlay tables, which it keeps in its dealer-training facility — a steel warehouse a short drive from the casino itself. Knowing how much players are wagering requires watching their chips closely, and judging their skill levels accurately requires observing each decision they make. Before MindPlay, Mouchou comped players at a flat 25 percent of their estimated losses — a figure the house fixed at 1 percent of the amount they were estimated to have wagered. Players swipe their casino cards at the start of play — so they can earn comps — and thereafter, every detail of their play is tracked. While searching for alternatives, Garrow courted lone inventors proposing technology for blackjack tables. But gauging the performances of individual players has long been an inexact science. While a casino does, as Garrow says, care about customer retention as much as any company, its relationship with its customers is adversarial: a casino wants its customers to lose. Now he comps at 25 percent of the amount their skill evaluations suggest they will lose, on average, multiplied by the exact amount they wagered. The theoretical best player, who plays strategically perfect blackjack, will have a mathematical disadvantage of. Casinos know that technology can help them identify those people. In a final, tangible touch, the playing surface of the MindPlay blackjack table has the feel of a mouse pad. Players signal their desire for additional cards by tapping their fingers on the table and refuse hits by waving their hands. But this was always very much a ballpark figure, he says. As a side benefit, such chips are nearly impossible for employees to steal or players to counterfeit. Right now, the onus for keeping track of these things falls to a manager known as a pit boss, who is, famously, backed up by surveillance staff eyeballing video monitors in a back room. The patrons of a casino now have a better understanding that with the system, they are going to get comped accurately and fairly. And how comping is done matters greatly: the trick is to lavish the biggest gifts on the people who are most likely to not only place big bets but also make decisions that worsen their odds. Like other casinos, Mohegan Sun, in Uncasville, CT, thinks technology can help it track blackjack players. This calculation requires two primary pieces of information: how much a given player is wagering, and — for blackjack and some other card games — how skilled that player is. So the MindPlay tables give El Dorado a marketing edge. Now the casino has implemented 16 MindPlay tables. This technology gives each chip a unique identifying code; as a player buys chips after first showing a player ID card to become eligible for comps , the chips are electronically associated with that player. Clay gaming chips slide back and forth between human hands. Latest content Load more.{/INSERTKEYS}{/PARAGRAPH} {PARAGRAPH}{INSERTKEYS}It found that a relatively low-tech system of cameras is more sensible than RFID — and that customers will tolerate electronic surveillance if they believe it offers them benefits. Garrow was aware that a couple of casinos in Nevada had been trying out a system from MindPlay, a small, Bellevue, WA-based company that has since been bought by Bally Gaming and Systems. Some expend all their chips; others walk away with more than they brought. Paper playing cards are dealt, collected, and shuffled. MindPlay builds blackjack tables with small cameras tucked into a slightly raised dealer platform facing the players. For a casino, the expenses and profits at blackjack tables are difficult to precisely pin down. But he faced one final hurdle: the gamblers themselves, who — just like anyone else — can be suspicious of electronic surveillance. While the technology showed promise, the vendor was essentially looking for Mohegan Sun to provide his venture capital and expand his business — something Garrow was unwilling to do. Patrons have felt their comps are never tracked properly. And as a side benefit, he can track his dealers and see which ones keep the momentum going, and which ones are sluggish. At one point he and his staff found themselves in the 13th-floor Manhattan apartment of an inventor who had rigged a blackjack table with computers and sensors to track all aspects of play. A back-end system continually evaluates and reevaluates their skill, hand by hand, hit by hit. Garrow explored — but has rejected for now — prototype systems that use radio frequency identification RFID tags embedded in gaming chips. The 5, players cited by Mouchou were particularly skilled, so their projected average loss was just. But it will install 10 of the new tables in the casino next month. But of course, gambling is different from any other business. When the high rollers with bad blackjack skills hit town, Mohegan Sun will know it before they even reach the valet parking. Casinos hunger for a better understanding of players. The newest versions add about 50 cents to the cent price of a traditional casino chip, Kendall says. Then came MindPlay. Skip to Content. The system knows which cards they receive, what decisions they make, and the amount of each bet they make. A few mouse clicks later, he saw the payoff to the casino on these players. When Garrow investigated RFID chips, he concluded they were too costly, though he acknowledges that prices have since come down.