Page 378 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

338 Chapter Ten

Average Number of Shopping Carts Available Over Time
The availability of shopping carts provides convenience for customers.

Retail Service Store Process Analysis
Typical activities in a retail service store process include

• Customer arriving
• Customer looking and collecting goods
• Customer waiting for payment
• Customer making payment
• Customer departing
The resources needed for a pure service shop process include shopping
spaces, a warehouse, an information system, and checkout counters. Good
design of the service process, equipment maintenance, facility design and
layout, and training for service providers and support staff are the primary
determinants of process success.

The answers to the following questions may be very helpful in designing
and improving a retail service store process:

• Which layout provides the most convenient customer flow and
minimizes delays?
• Which resources can be shared to assist in peak times to minimize
waiting time?
• How many shifts and service providers do we need to minimize costs?
The common decision variables for a retail service store process include
• Number of servers
• Number of checkout stands
• Number of dock doors for delivery and pickup and number of carts
• Size of facility
• Location of merchandise, carts, and service desks
• Shifts for cashiers and customer service representatives
• Replenishment frequency and quantity of inventory
• Hours of operation
• Maintenance schedules
The common problems in pure service shop processes include

1. Excessive waiting time
2. Poor customer service quality
3. Poor customer-provider interaction quality
4. Excessive checkout errors