Coles Assignment Help
Writing University Assignments on any specific company or an organization is going to be demanding task. It will require you to provide the internal details as well as the external details of the company and the industry the company operating in.
Coles is a leading food, liquor and convenience retailer having a network of more than 2300 retail outlets across different states in Australia. Being formed back in 1914, Coles retail outlets were reestablished as a separate division after acquisition by Wesfarmers Limited in August 2007.
Coles Express, particularly, is an exclusive alliance of Shell Petrol Pumps and Coles Super marts in Australia only. They comprise a network of Australia’s leading fuel and service stations; and convenience stores where people can enjoy a combination of services at a single spot. They offer quality Shell fuel, car wash service; and groceries, hot food, magazines; recharge for various pre-paid services and other everyday items under one roof with a strong presence, i.e. more than 650 stores across Australia (Colesexpress.com.au, 2015). Customers who shop for a certain amount at Coles, BI-LO or Coles Online are also given discount for fuel. Further, Coles Express provides ATM service and Shell car care products round the clock to all Aussies.
Studies show that time is a critical factor in the decisions made by a consumer; especially, waiting time at the checkout counter is found to influence the customers’ perception of the quality of service provided (Opara-Nadi, 2005). Further, it is also argued that checkout counters are the critical contact point where customers expect the highest quality of service for them. Yet, most abandoned trolleys at stores are due to inconvenience and long waiting time in the checkout lanes (Hassan, Sade and Rahman, 2013).
Our team of professional academic writer, while conducting the research on express Coles, analyzed that the self checkout has become extremely popular among the giant retailer across the world. A survey conducted by NCR in 2014 shows that 62% of the supermarkets across the globe have adopted self checkout procedures. This has ultimately enabled the retail stores with an innovative solution for reducing the waiting time of the customers and improving customer flow.
Figure 1: 5 Whys approach to find the root cause of issue
During observation at the self checkout counter, a total number of 27 customers checked out in approximately 3 hours. An average customer took 4 to 8 minutes to checkout using the self checkout machine. But 5 of them took more than 10 minutes. Upon investigation, it was found that they were taking longer in operating the machine. People who faced the issue were asked about the problem they are facing and the inquiry revealed that they were unable to scan the item properly due to lack of experience. Finally, it was found that they were first-time users and did not know how to operate the machine properly.
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