Operations Management of Z Mart Essay Example | Topics and Well Written Essays - 2000 words

Operations Management of Z Mart - Essay Example Due to financial constraints, hiring extra staff to man counters is not possible. This case study will try to highlight potential areas of improvement in the management and organization of Z Mart to avoid late handling and bad customer experiences. Â  It is easier to visualize the problem if one considers the layout of the shop. The main entrance and exit have counters that bill customers for all their merchandise before they exit the shop. The billing section for electronic goods is at a distance from where the (Customer Service Managers) CSMs are stationed which partly accounts for the delay in handling customers payments. Â  On the basis of the manager’s notes, the current situation can be described as a busy discount store with a steady flow of customers and with 14 counters from where billing can be done. The electronics department is removed from the billing counters at the main entrance and has a couple of counters to bill goods bought at the electronics section. There are two customer service managers per shift. Any checks above $100 need to be cleared by them. This causes a problem as the process of checking out the customers is slow and there is an unnecessary glut of impatient customers queuing at the electronics counters. Â  The situation analysis needs to consider the current scenario and how the store manager and his team of sales representatives can add value to the Z Mart business and how the manager can make a good impression during his review. In this case study, the manager needs to first identify his areas of concern and plan strategically so that he can enhance efficiency without incurring additional overheads expenditure.