Reference no: EM133035766

Publiz Supermarkets in the USA

Publiz operates a supermarket chain in the huge state of Texas, USA priding itself on a high level of customer service. At the most recent board meeting the customer service director Chuck, has serious concerns on the spike in customer complaints that have been received and recorded. A common theme in the complaints received relates to increasing queuing times that customers are experiencing at the checkout. 

Chuck is proposing a project to address the current issue and seeking your assistance with its development. Every Publiz supermarket has 20 checkout points, and these are not always fully manned at peak times, notwithstanding these, significant queues always develop, prompting customer complaints. Some customer surveys and feedback are tracked but measurement systems are poor.

As a result, Chuck is proposing improving the scanning technology at its respective checkouts. Based on the experience of other users of this technology, it will cut the average time taken to process a customer's shopping trolley from 4 minutes to 40 seconds!

Using the information from the case above:

1. Draw a GAP model highlighting the performance and capabilities gaps for Chuck with accompanying commentary on explaining the current state, and then the desired state, for Publiz Supermarkets' proposed improvement. In your answer also include a list of Causes and Consequences of this problem. 

2. Draw a suitable Process Scoping Diagram and explain using this diagram the FIVE generic types of process problems that Publiz is experiencing (as detailed in the case study above).