'It hasn't delivered': The spectacular failure of self-checkout technology
Unstaffed tills were supposed to revolutionise shopping. Now, both retailers and customers are bagging many self-checkout kiosks.
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I know this isn't the most popular opinion, but I love self-checkout systems when they're available and used correctly. My local supermarket closed 2 10-item-or-less lanes and put 6 self-checkouts in the same space. I probably make 2 trips/week to the store for fewer than 10 items, and being able to check myself out has been a huge time saver. There are still another 8 lanes with cashiers for larger shopping trips. If the supermarket can avoid the race to the bottom thinking of "well, we replaced 2 lanes, maybe we can also replace the other 8), it'll be a nice compromise.
Now contrast that with my local Home Depot, which typically has 1-2 cashiers MAX at any given time. They have turned the checkout process into a tedious pain in the ass, and I've more or less stopped shopping there as a result.
When self-checkouts were first rolled out, my friends and I loved them.
As twenty-something introverted nerds, it helped a lot when buying "embarrassing" things like condoms.
You didn't have to have the checkout person giving you the stink-eye because they're ultra religious or something.
Now, twenty-some years on, they've been abused to the point that some places they're all that's ever open, Target and Walmart seem to be the biggest offenders there. When there's a line down three different aisles because the self-checked is so backed up, it's defeated the purpose of creating "efficiency."
However, I've noticed that about a lot of business practices lately. We've rounded the bend and they're still doing things that aren't actually producing efficiency anymore. Like staffing with nothing but a skeleton crew, so anytime someone calls out sick, everything falls apart because you're short a person. Personal opinion, but if one person missing work wrecks everything, that's not an efficient way to schedule people.
It's proof that these MBA business school chucklefucks are just repeating the shit they tell each other ad nauseum, because when it comes to real-world results the results are abysmal and inefficient.
No it's probably the method that lands the most euros into the shareholders pockets, regardless of the effects in other places. Dollarstore in the US is this but then at an extreme, John Oliver did a nice piece on it.
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The Walmart self checkout layout is generally just bad. Because they are paranoid about theft, it's setup to make it easy for the worker monitoring to make sure nothing fishy is going on. However, that means that the customers that want to checkout often can't see what's open.
This creates lines as the machines aren't fully utilized.
But further, it's often the case that for whatever reason these machines need an employee to interact. With 10 machines running at full capacity, that means longer waits for everyone because 3 machines are waiting for an id badge scan.
Walmart can solve some of these problems with more employees but that cost money.
Walmart is the only place where I've been stopped during the checkout process because the camera system thinks I'm stealing.
I'm a nerd that tries to minmax my self checkout by putting items in the cart or handbasket in a manner conducive to efficient removal. I'll position the cart on my left, scanner in front, bags on right, and go as fast as the scanner will register the barcode and display the item on screen.
This works wonderfully everywhere else and I find it rather fun. I can count on Walmart to flag me at least once every trip (even though I slow down there for this reason), with the screen showing the flashing "POSSIBLE THEFT" message and video of me swiping an item quickly across the reader.
Maybe I should start parking the cart in the middle of the pathway like every other Walmart shopper and taking twenty seconds to dig every item out of the bottom of the cart before meandering around looking for where I set down the handheld scanner.
That’s just lean. If one employee is sick, everything falls apart. If the delivery of a specific part to the production line is delayed, everything stops.
It’s all very intentional, because it’s lean. Having buffers of any kind costs money, while making everything lean makes it cheaper to run your company. As usual, all of this is also reflected on profits and dividend income.
edit: splling and gremmar
And it pushes the cost of redundancy into the backs of the workers who didn’t call in sick, and have to work more hours or more tasks in a day or risk being responsible for an underperforming store.
If it actually hurt monthly profits, they wouldn’t do it. The fact that it may hurt longer term profits—through delays, employee retention, or quality control—either isn’t understood by the C suite, or they just don’t care.
My supermarket implemented these barcode scanner you can carry in the store so that you can scan and put your stuff in your grocery bags in your cart as you go, as well as some scales so that you can also scan those items paid by weight, which you can then scan at the self-checkout terminal. They also spot-check every 4th scanners and scan for random items in the cart to make sure you actually added them to your list as a theft-deterrent.
It's way faster and less finicky than dealing with the scale that checks if you added the item you just scanned (and complains often that something's wrong).
I hope this kind of system will stay, it's really nice going to a self-checkout terminal and pay with your bags already filled.
when I worked at a grocery store for a bit (until a year go), we had that kind of system alongside the regular and self checkouts. It was interesting to see as I had never heard of it before, but it was very fast when it worked. That being said, almost nobody actually used it, and whenever the random checks happened it was almost always when someone had bought more items than usual (not sure if that actually triggers anything or if it was just coincidence) and the system for looking through everything was frustratingly slow for both me and the customers. I feel like the scanners are a great idea, but the theft-deterrent system for it could use a rethink, though Im not sure what exactly could best replace it
They’re a godsend at Costco when I have like 5 items and the normal lines are super long.
Your store did it smart. My local grocery store has 8 self checkouts by one door and 8 more on the other end by the other door. Although there are 10 or more normal checkouts with human cashiers, Ive never seen more that two open at a time.
Is there something weird about how your Home Depot did it? I absolutely love the self-checkout at the Home Depots in my state. They all have the wireless hand scanners so I just pulled my card up beep beep beep beep beep beep beep and off I go I fucking hated before they had self checkout at Home Depots it always took for fucking ever now I'm in and out regardless of whether I need one thing or 20 things
There are two in my area and both have the same problem: there will be a single non-pro bank of 8 self-checkout lanes, and then a bunch of empty lanes, one or two of which will have cashiers. Of the 8 self check-outs , one or two are always broken, so that leaves 6. Add in a bunch of large/heavy/bulky items that are hard to scan and now the line for self check-out is pushed back into the store, blocking multiple lanes and aisles. And as soon as you have certain items in your cart (molding/lumber by the LF, loose fasteners, etc.) you need an assistant to come help you anyway. Maybe it's just the customers in my stores, but it's just a terrible, slow, inefficient process.
