Total Quality Management

Running head: TOTAL QUALITY MANAGEMENT
TOTAL QUALITY MANAGEMENT
ASSESSMENT 2- REPORT
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Table of Contents
Introduction.....................................................................................................2
Checkout systems- Self and staff Checkout.....................................................2
Process Map.....................................................................................................4
Conclusion.....................................................................................................10
References.....................................................................................................11
Appendices....................................................................................................12

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Introduction
Coles is a supermarket and retail based industry that operates almost with
80 per cent of Australian Market. Coles offers wide range of features and
services towards the customers. Moreover customers are allowed to select
checkout methods from self-checkout system and staff assisted system. The
self-checkout system of the organization allows the user to purchase
products without interaction of any staffs. On the other hand, the second
method involves assistance of staffs. The main reason behind offering
different checkout options towards the customers is to enhance the services.
However it has been observed that both system possess certain advantages
and disadvantages that has the potential to hamper the overall retail and
customer base.
The objective of the paper is to outline a better process through which the
performance can be improved. The paper is divided into different sections
that include identifying the staff and self-checkout process at first. Secondly,
the real time data will be collected and analyzed so that it becomes easy to
develop an efficient process map for improving the business performance.
Checkout systems- Self and staff Checkout
Self-checkout system is designed for the purpose of providing complete
access over the system for purchasing a product by them. This ensures that
the customers are not offered with any kind of assistance until they request.

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Customers are allowed to select their payment method, can scan the
products; can get bagging facility and other facilities. All the purchase and
payment related activities will be carried out by the customer themselves.
However, it has been observed that customer faces challenges with finding
and scanning the barcodes (Wang et al. 2018). In addition to this it becomes
very difficult for the customers to search for fresh products. Moreover it
becomes difficult to calculate the products weight, screening of the products
and placing the items properly. Thus it can be stated that there are certain
sections where staff assistance is much needed in self-checkout system.
Staff checkout system is considered as one of the traditional way of
operating at super markets. It has been observed that people selects this
method when there are huge amount of products at the checkout. It has
been observed that customer tends to avoid staff checkout due to the
waiting time. Staff checkout system is very much important for handicapped
and disabled individuals. Moreover it can be stated that staff checkout is a
better and smoother process for the customers.
The objective behind introducing self-checkout machines is that it helps in
reducing the labor cost and also reduces the spaces. Thus it can be stated
that for small markets it becomes easy to use self-checkout system. With
lower labor costs it becomes easy to make more benefit. However it has
been observed that the self-checkout system’s functionality depends on the
user. If the use if well knowledge about all the machines than it becomes
easy to checkout. In case of Cole supermarket it has been observed that, the

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market operates with two or more staff at rush hour for operating around 15-
16 machines. On the other hand in case of normal hour one staff is kept for
managing the customers.
Beside the benefits offered with the use of self-checkout machines, there are
certain drawbacks that can hamper the performance of the supermarket.
This includes stealing products from the supermarket knowingly or
unknowingly. Recently Kmart another supermarket of Australia has removed
thee self-checkouts machines due to excessive cost of machines and
increase in stealing cases. Apart from this, self-checkout system does not
provide proper support towards the physically challenged individuals. The
accessibility issues for physically challenged people remains with the
implementation of this system. Moreover it has been observed that there
were certain situations where coupons and rewards cannot be utilized,
weighing became difficult, and cost errors were faced with the use of these
systems. Coles operates with 16 machines in total. Only 5 systems accept
cash and all the other system accepts payment via card only.
After analyzing the systems offered towards the customers at Coles, it can
be stated that both system offers certain advantages and disadvantages
towards the supermarkets. In order to achieve proper advantage within the
supermarket, it is important to implement certain factors that will make the
process faster and reliable.

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Process Map
Self-checkout process
Self-checkout process involves less queue and faster service as compared to
other system. This process allows the customer to select and place the
products in the baskets. Followed by this, customer needs to scan the
products. However the process for scanning depends upon the product. For
fresh vegetables and fruits, it is important to weight the products and after
that scanning is done. In case of issues with scanning and weighting it is the
responsibility of the customer to contact the supervisor. Beside this, there
are certain products that needs staff assistance due to age restriction. The
payment method is bit complicated and depends on the type and mode of
the payment. There are certain counters which accept only card and voucher
and do not allow cash payment. Thus it is important for the customer to
select appropriate machine (Bailey 2017). Lastly at the time of checkout it is
important to place the bagging area for determining the weight of the item.
Once the weight is determined than the customers will be able to checkout.
In case of issue, supervisor or staff should be informed.