Essay About Cash Register And Customer Satisfaction

Pantry Shopper – a Supermarket in Philadelphia
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Case BackgroundPantry Shopper is a supermarket in Philadelphia, which facing cruel market competition .The management feels shoppers will choose one supermarket over another due to the services offered. The new manager “Beth Smith-Danton” has idea by providing shoppers with faster, more efficient service to increase customer satisfaction and improve market share.In order to achieve business goals, Beth has moved check approval from the main desk to the cash register, increased the limit on cash back and instituted a delivery service to make shopping more convenient. However, she has not changed the checkout system. The last remodeling of the checkout system occurred in 1982. Beth would like to use her square footage efficiently by design the system for peak usage and after observed customer in check out process. She noticed that customers arrived at the checkout at a rate of approximately 100 per hour. Fully 20 percent of the customers had 10 items or less. Those people took about 2 minutes to serve on average, while customers with more than 10 items took about 4 minutes to process. Beth expects service time to improve when universal price code readers are installed in the new designIn order to reduce the service time, Beth decided to split the cash registers into two groups: for customers with less than or equal 10 items, and for customers with more than 10 items.CustomerNo. of items in cartType 1less than or equal 10 itemsType 2more than 10 items[pic 1][pic 2][pic 3][pic 4][pic 5][pic 6][pic 7]Case Solution: QueuingCash registers for customers with less than or equal to 10 items[pic 8] (On average)[pic 9]For an existing system, the store already has 1 cash register which has queuing characteristic as listed below:[pic 10][pic 11][pic 12][pic 13]Since Beth concerns about the space utilization, she decides to set the probability of no customers in system (P0) at 50% to make sure that there is balance between the service rate and the space.She decides to add 1 more cash register, so the model used in this scenario is M/M/2 (See in figure 1).[pic 14] (on average)[pic 15][pic 16][pic 17][pic 18][pic 19][pic 20]So she meets the target of P0 for customer with less than or equal to 10 items by adding 1 additional cash registers with shorter average time waiting in line and less average number of customers waiting in line.