RE: Customer satisfaction26 May 2020 18:37
The safety's features are pathetic from an efficiency perspective. I've stopped going to Tesco's as I'm sick of it.
At my local store there is a queue for the tills controlled by a marshal. A person is not allowed to unload goods to the belt until previous person has left the till. Cashier watches the next person walk up for several seconds after an "Oh, can I go?" delay. And with maybe 18 tills this can take a while.
Then watches the shopper load the belt, a few more seconds. Then only starts to scan once shopper is at the end, by the till, a few more seconds. Scan, pack and pay as normal and the cycle starts again.
Cashier spends perhaps a minute or more of every cycle watching and waiting.
The cashier should be working if there's a shopper wanting to be served (processed) even though they are currently held in a queue yards away.
Next shopper could be loading the belt once previous shopper is by the cashier. Belts are easily 2 metres or more from the till.
Why do I care?
Perhaps I can see 10% of the cashier's time being unproductive and adding costs.
Aldi processes as my process - cashier always busy.
I do process improvement for a living.