Question

Create a simple A3 problem solving report (Problem: Not enough cashiers in most stores in Spain)

(Fill out report from I – VI)

I – Theme -Define problem

II – Background (More information about the problem, why it’s important)

III – Current condition (You could state 9 out of 10 times you have been there, you’ve experienced this problem, the problem’s effect on you as a customer)

IV – Cause Analysis (the 5 why analysis)

V – Target Condition (What do you want to change? What is the proposed new process? e.g. more trained cashiers in stores, more cash registers

VI – Countermeasures (Actions to be taken to reach the target condition) e.g. Hire more cashiers

Answer 1

NOT ENOUGH CASHIERS IN MOST STORES IN SPAIN

(1) Define the problem-   During the peak hours of the day there are less cashiers in the major stores of Spain.Due to non-availability of cashiers, customers have to wait in long time in queue.On an average it had been found that on an average customers waits for around 14 minutes in the queue due to shortage of the cashier at the cash counter.

(2)Background-  It is important to have a sufficient number of cashier at anytime of the day in the stores so that customer purchase is very comfortable so that they can repurchase again.If customer regularly faces these problems then customer might buy from other medium like(omni -channel retailing,multi-channel etc).Due to this ,sales would be affected.

Nowdays ,Already there are so many channels for customers to choose from,it becomes quite important to give customers a pleasant and hassle free service.

(3) Current Condition- As far as current situation is concerned it is quite bad.Its a high time that required action must be taken otherwise soon it will be uncontrollable.

From the past three months data collected from 20 stores it has been found that out of 20 stores customers visited 17 times he faced this issue.Due to long queue some customers have even missed important meetings,doctor appointments etc.

(4) Cause Analysis- It is the systematic approach mostly done to identify root cause of the problem. called DMAIC ( Define,Measure,Analyze,Improve,Control).By repeatedly asking same question we can arrive at the root cause of the problem.

On doing cause analysis it was found that low wages, bad behavior of the employer are two most important factors.

(5) Target Condition- In order to maintain sufficient number of cashier at anytime of the day it is important to have friendly behavior with the cashier,. Per hour wage rate shall also be increase because "if you will keep your employer happy they will keep your customers happy."

Working shift should be fixed for all,medical facilities should be given to them,better relationship between management -cashier-customer .

(6) Countermeasures- Proper training should be given to the cashier and regular tests must be conducted to check for the effectiveness.Regular monitoring of their work must be done and REWARD AND PUNISHMENT system shall be used. If cashier is not able to do better he/she should be motivated and for good work rewards may be given in form of monetary or non monetary forms.

Surprise Inspection must be conducted at the stores and Regular feedback shall be taken from customers to check for effectiveness.In case of less cashier, Hiring shall be done and proper training shall be given to the new cashiers.