This report, submitted by a student, provides a comprehensive analysis of Coles Supermarket's checkout systems using Total Quality Management (TQM) principles. The report begins with an introduction to Coles and its operational context, highlighting the use of both self-checkout and staff-assisted checkout systems. It then delves into the advantages and disadvantages of each system, considering factors like customer experience, labor costs, and potential issues such as theft. The core of the report involves the creation of process maps for both checkout systems, followed by data collection and analysis to identify areas for improvement. Statistical Process Control charts (X-bar and R charts) are calculated to assess the performance of the checkout systems. The report concludes with an improved process map and recommendations for optimizing the checkout experience, including suggestions for staff allocation and bagging area improvements. The appendices contain detailed data on checkout times and item counts, used for the statistical analysis. References and Appendices are also included.
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