Leadership in Management and Strategic Planning, Research Paper Example

CVS has recently implemented self-service technologies (SST) in order to accommodate a larger number of customers and minimize lines. Furthermore, the company was incentivized to make the switch from a physical cashier to the SST because it allows the organization’s members to focus on responsibilities that require human involvement and the corporate organization can save funds because it needs to hire less people to run the store (Atoji). In spite of the promises that SST’s offer, however, the SST system does not always work reliably. As such, an employee needs to supervise the machine checkout and time is taken away from the utility of this technology due to frequently occurring errors. For example, many SST registers cannot properly detect coupons, which requires not only the employee to intervene, the employee must call the manager in order to obtain authorization for the transaction (Kiosk Marketplace). It is apparent that this system ignores the utility of human resources.

SST is not generally considered better for customers compared to other service delivery methods. While some customers appreciate the ability to check themselves out, others have questions they may want to ask the cashier, or they may just feel that they should be provided with human checkout service. Many individuals are unwilling to use a SST option when human service lines are open and easily accessible. Fortunately, however, if the SST fails, most CVS stores still have cash registers that can be operated by a human employee. Therefore, business transactions will still be able to proceed, but valuable time will be lost finding individuals to serve at the counter to compensate for the loss of the SST. Considering that most SST systems run on the same power bank as the regular cash registers, however, there is no alternative option to the SST system if the power is cut. In this case, the stores will close their doors until the problem is fixed.

Works Cited

Atoji, C. Self-service technology helps companies help themselves. 2007. Web. 28 September <http://searchcio.techtarget.com/tip/Self-service-technologies-help-companies-help-themselves>

Kiosk Marketplace. Retailers should build on success of in-store kiosks: Analyst. 2014. Web. 28 September 2015. <http://www.kioskmarketplace.com/articles/retailers-should-build-on-success-of-in-store-kiosks-analyst-2/>