The devil made me a New Year's Eve to go to the store to buy a scanner. The name of the store, I will not say, but many of Moscow ITshniki easily recognized by its description. Shop proudly refers to himself hypermarkets, and is known not a traditional way of organizing the process of shopping. To buy something in it you should:.
If you want to get acquainted with the goods in a separate room, and wait there until you can not stand it, and do not give twirl in the hands of.
If you clearly know what you want to buy, then skip step 1.
Go to the device and clicking on it with the mouse button ' Print ' get a ticket with the order number.
Go to the room where computers are installed. Look for free, which does not depend (as such for a minimum of 30% per cent ), who is not disabled (eg, too much) and start to order fomirovaniyu. Here to mention the picturesque filthy dirty mice, dusty, never wipe monitors, and the lack of keyboard (all done through the mouse, the screen is a virtual keyboard ) entered my room, took up the order, the amount received. Go to the cashier. For example, the automatic.
There again, looking for what works ( running about 10 %), enter an order with nasty dirty mouse, insert money in terminal.
Automatic cash deposit does not, therefore, for the surrender of you go to another cashier, ordinary, which already gives you a real person commissioning.
Then your order is automatically sent to the acquisition, and you're on the big screen, see your phone number. As soon appeared, then go to this bar, where you give out the goods, make out a purchase.
Go to the guard, so he signed his name on the check that you have been released.
All you are free.
Ah, yes! . If you do not have the exact amount, it is next to moneychanger. You do not go dizzy from the abundance of all these machines? . Inside, all dusty, ramshackle with faded posters, dining in a purely soviet style. Declared it a free WiFi I have not found.
We summarize. To make a purchase, you have 7 points: ticket ordering, a set of ordering, payment, delivery, waiting for the screen, the issuance, security. For comparison, we take another store with the traditional model of trade: left my bag in the box at the entrance, walked over to the shelf and took the goods, paid the cashier, took a bag. It turns out roughly half the size of the stages. The idea of a hypermarket store owners is transparent, the desire to reduce the number of staff to a minimum to reduce costs and become more competitive.
On ordinary days, the model works shaky - rolls, but at Christmas the system simply could not bear the load. Each point ( ticket, ordering, payment, waiting, issue ) has become a ' bottleneck '. All had to stand in a queue. In the end, the issue of the tail queue was simply breathtaking, 4-5 hours of standing in a queue. Just before my approach to the rack hang in the store database stockmen went on for half an hour drinking tea, while repairing a database. In the end, I still went out after 6 hours with scanner in hand, cursing in his mind, and with the words: ' My feet are no more! ' . The whole place was buzzing with indignation and. This is a 100 % failure. Christmas sales peak was clearly not used to the full extent, many saw the queue, the threshold unfolded. The model gave the trade disruptions, downtime due to breakdowns formed and fuzzy techniques of conflict resolution (if the person claimed that not ordered, then the analysis of the situation took a long time, moreover, all standing ). Let us examine this illustrative example, errors the organization business process and, in particular, process automation.
Explicitly taken into account is the fact that often the traditional ' manual' business process when you try to automate the ' forehead ', m. e. one to one carrying ' hand ' processes ' automatic ' no benefit does not. Automation opens new business opportunities, which should be used, but do not copy ' manual ' process. For example, why not make a choice at the terminals of the goods immediately and pay for it by credit card, web money, Yandex. Money? . e. without Kvitko directly approach the terminal, form an order, pay the non-cash it, I printed out a receipt immediately on receipt of goods, the system gives me an approximate wait time, I wait and go to the warehouse, get the goods. If payment is cash, then go to the cashier first. It turns out a maximum of 3 stages, instead of 7.
The system is not completely tested to work under stress. As a result, the peak sales of the system began to falter, which undoubtedly led to a loss of money.
In an automated system, there was no reservation of the class! . e. any failure, computer virus, power outage, a breakthrough heating pipes in the server will stop the trade, and thus to direct losses of Money.
When you automate a number of methods lost ' offline ' trade. For example, often when you buy one product on the shelves have a number of related products ( such as ' beer and crackers '). When placing an order there is no hint of the form ' With this product often buy such and such, such-. '. There is no collection of articles about the product from other sites, forums, etc..
Usability is close to zero. A set of letters on the virtual keyboard mouse enraged and I was very quiet in one's life (believe me, I can be used as a measure of peace of mind:)).
friendliness is zero. I came to buy, but with me still, and take the money for a toilet. Moreover, dirty and clogged. Example: McDonald's, IKEA, constantly clean and free of charge. Dining soviet, a lot of faulty terminals.
Respect for the client - zero. Dust, dirt, general view of a ruin, stupidity.
Automation, ' obezdushivanie ' process does not mean that the client can also be treated heartlessly. On the contrary, all the more automation, the more attentive and friendly to the customer should be treated. There may serve as an example of the sad history of the brand ' Alpha Express'.
Used their own decisions, I would give part of the outsourcing. For example, a search engine would have bought the goods, descriptions and choice in Yandex. He has a very good and I loved Yandex. Market makes it all much better than their system. Pay -assist. ru.
My resume. Shop stays mainly due to the excellent location. Whether they are located outside the Ring Road, Mega as they would not have survived. Low, Sov quality of service is very bad automation system does not have any experience taking into account. Well what else to say?.
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