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Essay / Research Paper Abstract
A 5 page memo to the manager of a Best Deal retail electronics store in Cleveland. The memo reports on the state of customer service and the length of time that customers spend in checkout lines. It recommends that two non-checkout activities traditionally done at the checkout should be moved to another station, providing them with greater service and not delaying others waiting in checkout lanes. No sources. Includes 2 tables and 2 charts.
Page Count:
5 pages (~225 words per page)
File: CC6_KScustSrvElec.rtf
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Unformatted sample text from the term paper:
register checkout Date: May 3, 2002 The current plan of ensuring quick checkout and efficient operation of customer service lanes works very well
most of the year. The policy that Best Deal follows to prevent long waiting times at registers contributes to Best Deals reputation for outstanding customer service. The current
policy is a sound one, but we all realized that it breaks down during times that are unusually busy. Last Memorial Day weekend was the last example. With
Labor Day coming up, we need to examine the current process for ways that current practice can be improved. This is the report
of a recent survey of cash register activity in one of the busiest of the Cleveland stores. In keeping with the corporate plan of increasing customer service and avoiding
long lines at checkout and customer service lanes, we are seeking to discover approaches that can increase efficiency within current corporate policy. This store already has remote checkouts established
throughout the store so that all customers do not have to exit through the checkout lanes at the front of the store, and that approach seems to be sufficient in
all but the busiest times. This is the report of a series of surveys and observation times. Both customers and employees were
surveyed for their thoughts on specific issues. Customers were asked about Best Deals level of customer service, and a group of 20 employees were surveyed for their thoughts on
what causes delay at the registers. A survey of customers asked four questions: 1. Based on your shopping experience, how would
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