dolution

Case study

Self-scan checkouts

Tesco impacted upon the future job security of checkout workers after opening Britain’s first entirely selfservice shop in 2010. The Tesco Express in Kingsley, Northampton has a total of five self-scan tills overseen by a single member of staff but no manned checkouts.
It is described by the company as an ‘assisted service store’ designed to increase efficiency and speed up the shopping process but critics warn that the move marks the end of basic human interaction during weekly shopping trips and could eventually cost thousands of jobs. The major supermarkets employ around 750,000 workers in Britain and Tesco has the biggest workforce at around 221,000. The retail giant says customer feedback had been positive as the new system removed the need for queuing. A spokesman said: ‘Customers like the fact there are always five checkouts available. Before you could have four manned checkouts but only one person working the till.’ The spokesperson then added: ‘It’s a lot quicker but some people have never used them before so a member of staff is there to assist. If needs be there can be five members of staff assisting customers. We have had no negative feedback so far.’

1 What are the problems for the customer with this one self-service option?

2 What are the main issues Tesco could face by offering only this one self-service option?

3 Do you think Tesco should open more of these stores? Explain your answer.