University Bookstore |
|
|
|
Beginner |
2 |
Not Available.
|
$9.00
Sign in to find out if you are eligible for an Academic Price of $5.00
|
|
|
|
|
Most of the year was "library-like" at the Textbook
Department of the University Book Store, according to Marilyn Copp, the
department manager. But the two weeks after Labor Day and the
second two weeks of January were quite the opposite. She
explained ( (See Figure 1 for a process flow):
Semester
start-ups put enormous pressures on us. Last semester, in the
twelve 9 AM to 9 PM workdays of those two weeks, we served 21,600
customers. I must admit, we didn't serve them all as well as I'd
have liked. I am hoping to do much better in January.
A
study done this past fall shows that we can expect 10% of our early
semester customers to buy one book, 20% to buy two, 25% to buy three,
30% to buy four, and 15% to buy five books. Customers who come in
can ask for help at the information desk, but the shelf areas for the
many schools, departments and courses are clearly marked, so most
customers help themselves. Then they come to the cash registers
to check out. That's where we feel the most pressure.
The checkout counter had four electronic cash registers. The cashiers' task included:
1.
Keying into the register an inventory code number and a price for
each book (Time required: 0.1 minutes per book); and
2. Bagging books and receiving payment either by
a. Collecting cash and making change (Time: 0.4 min per customer),
b.
Waiting while the customer wrote a check, then taking down the
customer's identification data (Time: 1.2 min per
customer), or
c. Running a credit card through
the register's automatic approval device, filling out a charge slip
while waiting for an approval code, getting the customer's signature,
and returning the card (Time: 1.0 min per customer).
Store records indicated that about 40% of textbook customers paid cash, 40% paid by check, and 20% by credit card.
Demand
during the first two weeks was fairly level, except during the first
two days. Ms. Copp estimated that the first two days were by far
the busiest, with their total volume per day double the average daily
volume of the twelve-day period. The busiest hours on those peak
days were between noon and 4:00 PM, when students came to buy books
just after attending their first classes. Ms. Copp said that
customer arrivals during those peak hours ran at three times the
average rate over the twelve days. "That's when the department
gets its reputation for poor service," she remarked. "Those two
afternoons each year can make or break my career with this
company. This January I want to manage them much better than I
did last fall. Can you help?" Assignment
1. What is the capacity of the bookstore checkout stations in customers per hour?
2. What is the average hourly demand during the peak periods of the first two weeks of the semester?
3. What should the manager at the bookstore do?
|
|
|
|