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Customer Service Assistant (CSA) (Stacking Shelves (Why Change?…
Customer Service Assistant (CSA)
Stacking Shelves
Current Process
1 -
Go to the stock room and stack the trolleys with boxes of products in the stock room.
2 -
Bring out the trolley to shop floor and stack the product in the boxes on to the designated shelf.
3 -
Products go back in to boxes if it does not need to go out on the shelves.
Problems with Current Process
CSA does not know which products to get and picks up products at random
Too much boxes of items in trolley is inconvenient for others on the shop floor as it is a very small shop
Wrong products are being dragged to the shop floor which does not need to go out on the shelves.
Why Change?
Restocking will get done quicker and more efficiently
Gap check to bring out the correct products to restock.
Less time is wasted
There will be more room for customers on the shop floor
Till service
Current Process
1 -
CSA will log in to the till with their user ID and password.
2 -
They check to see do they have enough change printing paper in the receipt machine.
3 -
CSA will open the till and see do they have enough change for their shift.
4 -
They will check to see if there is enough bags for the shift
Problems with Current Process
Employee can be forgetful and forget their password
Printing paper is running out and no more is stocked in the till area so CSA has to request manager for more printing paper.
If there is not enough change in the till then the CSA will not be able to access the Safe where till change is stored. They will need the supervision of a Manager.
At the moment the problems are that not all bags are in stock so for example the 10p bags are very low in stock
Why Change?
The change will benefit the CSA because they can do there job with the correct resources
Current process problems will give a poor customer service because it is not providing the full expected service.
CSA time is wasted as they have to wait for the manager to finish doing his task and assist the CSA.
Cleaning
Current Process
1 -
Clean the till area after certain products are served for example, banana, sugar, flour or ice.
2 -
Cleaning banana shelves
3 -
Clear out all the bins and put on new bags
4 -
Sweep the shop floor at 21:00
5 -
Mop the shop floor at 21:30
Problems with Current Process
Sometimes there will be a queue of customers and they don't have time to clean the till area straight after. Also sometimes the cleaning spray has run out or the tissue paper is not in stock so the till area is left dirty.
Not enough CSA's are cleaning the banana shelves so it gets very dirty and have difficulties restocking the next morning
Sometimes bin bags are not in stock. Other time morning workers come in and the bins have not been emptied by the staff that were working the night before. So that is extra tasks for the morning workers to do.
The CSA is doing the Sweeping and mopping too early than the specified time, so more customers are coming in and making the shop floor dirty again.
Some employees are not using the correct equipment for the cleaning.
Why Change?
It will make the workers less organised in their duties.
Customers make complaints because the shelves are looking unhygienic.
If it is not clean in the morning then it causes confrontation between employees.
Not using correct equipment is wasting time and job is not getting done properly.