Report on IT Management Issues and Recommendations for OZ Supermarket

This report focuses on the IT management issues faced by OZ Supermarket, a new retail chain utilizing PayWave technology to reduce checkout queues. The report provides a detailed discussion of the supermarket's business operations, including chain stock maintenance and the cashless payment system, offering specific recommendations for improvement. These recommendations include ensuring proper configuration and maintenance of the technology, enhancing security measures to prevent theft, and verifying the identities of tourists and children using store-issued PayWave cards. The report also suggests strategies to improve customer service, emphasizing staff empathy, clear communication, and adaptability. Furthermore, it recommends enhancements to business services, such as maintaining professional development, focusing on product quality, securing customer data, and developing effective strategies for deals and offers. The report concludes by highlighting the importance of customer feedback and the need for OZ Supermarket to address potential side effects of the PayWave technology, ultimately aiming to provide better customer and business services.

IT Management Issues
OZ Supermarket
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IT Management Issues
Table of Contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................2
Recommendations for OZ Supermarket Business Operations.....................................................2
Suggestions to Improve Customer Service and Business Services..............................................3
Conclusion.......................................................................................................................................6
References........................................................................................................................................7
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Introduction
As per the given information OZ supermarket is a new retail chain and it has setup to reduce exit
queues at the checkout point. The new technology is used at this place for convenient of
customers. The purpose of this report is to give recommendations regarding this management
technology of OZ supermarket.
Discussion
Here is the outline of business operations that are performed by OZ Supermarket and
recommendations for those operations.
Recommendations for OZ Supermarket Business Operations
As per the given information, the main operation of this company is maintenance of chain stocks
for stationary and non-perishable goods. This supermarket has no checkout line and system for
cash payment which is good enough to manage the huge amount of customers in appropriate way
(Co.Design, 2017). It is convenient for both customers and staff of supermarket. Now staff
members no need to add or delete items or no need to make botheration to generate bills for
customers’ groceries. Money will be automatically deducted from PayWave Card that is issued
to customer of OZ supermarket. This is all happened with the help of PayWave technology
which is an advanced technology (Forbes.com, 2017). In this case, following recommendations
must be taken into consideration by OZ:
1. Here I would like to recommend OZ supermarket to be careful while using this
technology and its configuration and maintenance should be done properly
(SurveyMonkey, 2017).
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IT Management Issues
2. Next important recommendation is that OZ must be careful about security level of all
products and whole supermarket as well. It is common that some bad customers try to use
unfair means to take products without paying anything. Therefore, the security tools like
video surveillance should be used. Through this, each and every activity of customers and
of staff members can be identified.
3. According to given information, OZ supermarket issues a store-issued Paywave Card to
children and tourists. It is helpful for both tourists and children to make their purchasing
quickly and easily. But in this cases, it is recommended to check identity of tourist
properly, otherwise, a fake tourist can misuse issued Paywave Card. This will put bad
influence on company’s reputation and loss can be bear by OZ supermarket. On other
side, in case of children, it is also necessary to be careful because they might not have
proper knowledge about usage of card and they can use it inappropriate way or can also
cause damage. Without maintaining these securities, this use of RFID technology may
cause several security issues.
Therefore, it is necessary for OZ supermarket to seriously consider above discussed
recommendations for successful implementation of new technology of Paywave. Not only OZ
supermarket, but there are also some other large business organizations that are using this
technology such as Amazon company. This organization is famous among people worldwide for
its PayWave Technology.
Suggestions to Improve Customer Service and Business Services
Customers are important asset for a business organization. Their satisfaction should be the first
priority of every enterprise (Business.qld.gov.au, 2017). OZ supermarket understand this thing
and for providing better service to its customers, company has started whole system of PayWave
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Technology (Contributor, 2017). Therefore, at technical level, company has done a good job for
its potential audience. But there are some essential points that must be taken into account by OZ
for better customer service such as the staff member of OZ should have patience and empathy
while managing customers (Elley, 2017). It is possible that some customers will be irate but they
have to try to manage them. Moreover, clear communication with customers is also necessary.
Staff members should try to understand perception of customers and their demands properly, so
that no conflict can occur. Besides this while managing customers, knowledge, work ethics and
adaptability are required to have by customers (Denis, 2017).
Suggestions to improve Business Services
Business services are directly connected with customer services. Every business service is
developed with the goal of attracting customers towards business. In case of OZ supermarket,
this company is doing efforts to improve its business services. But here I would like to give some
suggestions regarding their business services enhancements (Korschun, Bhattacharya & Swain,
2016).
1. It will be better for OZ to maintain its professional development. It means company
should provide extreme values to its customers by providing them information about new
offers and deals on products and services.
2. While selling products, OZ needs to be careful about quality of products and services. In
this competitive market, selling high quality products to target audiences is an effective
way to attract maximum number of customers towards business.
3. The security of customers’ information that is stored into company’s database must be
maintained properly. Consumers mostly do worry about their information and if there
will be any violation with content, then their trust can be broken.
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4. OZ supermarket should make proper strategies for better execution of its deals, offers and
business operations. Without strategy it is difficult to run business successfully.
The above discussed suggestion are helpful for OZ supermarket to improve its business and
customer services. Furthermore, feedback of customers after a regular interval is also a good
option to obtain information regarding company’s performance and services. In this case, OZ
supermarket should also take feedback of its customers to enhance its overall working activities.
The customers’ feedback is also helpful to measure expected outcomes of a company. Like, OZ
supermarket is using PayWave Technology which is advanced and useful for its consumers. But
there may also some regulars who do not feel comfortable while using this technology. So, OZ
should tell them about this service properly and must handle their problem for using new
technology.
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Conclusion
In conclusion, today people are getting more advanced and want to get high flexibility and
security in business operations. That is why, business organizations must be careful about these
things and must implement their operations accordingly. As much as better customer service and
business service will be provided by company, more customers will be come. At last, the
decision of implementing PayWave technology by OZ supermarket is right and they should need
to concentrate on its side-effects that I have discussed above. Above recommendations will help
OZ to manage whole things in a significant way.
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References
Tips for improving your business | Business Queensland. (2017). Business.qld.gov.au. Retrieved
6 October 2017, from https://www.business.qld.gov.au/running-business/growing-
business/tips-improving
Contributor, M. (2017). 4 Simple Strategies to Improve Your Business Success Rate.
Entrepreneur. Retrieved 6 October 2017, from
https://www.entrepreneur.com/article/239706
Forbes.com. (2017). Five Ways to Improve Your Customer Service. Retrieved 6 October 2017,
from https://www.forbes.com/sites/sundaysteinkirchner/2012/08/22/5-ways-to-improve-
your-customer-service/#6968f58214bc
6 Keys to Improving Your Team’s Customer Service Skills | SurveyMonkey. (2017).
SurveyMonkey. Retrieved 6 October 2017, from https://www.surveymonkey.com/mp/6-
keys-improving-teams-customer-service-skills/
Elley, R. (2017). PayWave and PayPass credit cards answered!. The Mozo Blog. Retrieved 6
October 2017, from https://mozo.com.au/blog/2012/01/paywave-and-paypass-credit-
cards-answered/
Denis, M. (2017). Contactless payments: pros & cons of PayWave/PayPass. finder US. Retrieved
6 October 2017, from https://www.finder.com/contactless-payment
Co.Design, (2017). CVS Taps A Design Legend To Reinvent The Prescription Label. Next Stop:
The Pharmacy. Retrieved 6 October 2017, from
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https://www.fastcodesign.com/90145401/cvs-taps-a-design-legend-to-reinvent-the-
prescription-label-next-stop-the-pharmacy
Korschun, D., Bhattacharya, C., & Swain, S. (2016). CSR and the Frontline Context: How Social
Programs Improve Customer Service. Gfk Marketing Intelligence Review, 8(1).
http://dx.doi.org/10.1515/gfkmir-2016-0004
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