Cashier downtime in retail vsf 07 12 11 final web

Metrics to Capture Cashier
Downtime & Productivity
Metrics Formula
Total Hours worked
by the Cashier for a
day
Cashier Downtime
for a day*
Cashier Productivity
percentage for a day
∑ (Cashier Signoff - Cashier Login) [Cashier Login
on a register, Cashier Sign off on that register] for all
intervals of a day for all registers logged in by the cashier
∑
(Cashier Auto Logoff - Cashier Login)
for all intervals of a day for all registers logged in by the cashier
+ ∑ { [Next Transaction Start Time – Previous
Transaction End Time] if it is > X} [Cashier Login on a
register, Cashier Logoff on that register] for all intervals of a
day for all registers logged in by the cashier
Where X is a threshold defined by the business
users
{ 100 – [(Cashier Downtime for a day*) + (Cashier
Login on a Register Time – Cashier Clock Punch-in
time) + (Cashier Clock Punch-out Time – Cashier
Logoff on a Register Time) / ∑ [ (Cashier Scheduled
End Time - Cashier Scheduled Start Time) -
(Cashier Scheduled Meal Time + Cashier
Scheduled Break Time) ] [Cashier Clock Punch In,
Cashier Clock Punch Out] *100] }
Examples to Illustrate
Cashier Downtime &
Productivity Metrics
The metrics can be illustrated by the following examples:
Total Hours worked by the Cashier for a day
= ∑ (10:30 AM – 8:30 AM) + (1:00 PM – 10:45 AM) +
(3:30 PM – 1:30 PM) + (4:30 PM – 3:45 PM)
= (120 + 135 + 120 + 45) / 60
= 7 hours
Cashier Downtime for a day
= (2:30 PM – 2:15 PM) + ∑ {[8:50 AM – 8:30 AM) + (9:20 AM – 9:00
AM) + (10:45 AM – 10:10 AM) + (12:27 PM – 11:51 AM) + (1:49 PM
– 1:21 PM) + (3:30 PM – 3:06 PM) + (3:59 PM – 3:33 PM)] if it is
> 20 minutes}
= {(15) + ∑ 20 + 20 + 25 + 36 + 28 + 24 + 26} / 60
= 3.23 hours
Cashier Productivity percentage for a day
= {100 – [(194) + (8:45 AM – 8:15 AM) + (4:45 PM – 4:30 PM) /
∑ [(4:45 PM – 8:15 AM) – (30 + 15 + 15)] *100]}
= {100 – [194 + 30 + 15 / ∑ [510 – (30 + 15 + 15)] *100]}
= {100 – [239 / 450] *100]}
= {100 – [239 / 450] *100]}
= 46.88 %
Conclusion
There are no definite studies which give the cost of cashier downtime as a
percentage of total store operational cost, however keeping the service
level high by loading the cost on to the cashiers is a common phenomenon
among discount, mass merchandizing, departmental and grocery retailers.
Defining metrics for computing cashier downtime will enable awareness of
productivity and guest wait opportunities i.e. service level of 1+0, 1+1,
1+2 etc.
This solution will enable immediate resolution to service level
performance and guest wait issues and the scores will motivate store team
members to improve their performance as well get training to enhance
their productivity.
Reduction of cashier downtime will also lead to improvement in cashier
productivity and could be used for generating progress reports,
recognition awards and mentoring store team members.
However zero cashier downtime is also not good as it implies that the
cashiers are busy all the time and there are guests waiting in line to be
serviced. So a balance has to be achieved to bring the downtime to a level
where it doesn’t affect the service levels.
Improving performance and guest shopping experience is a core function
of delivering exceptional guest service and reducing operational expenses
and cashier downtime reduction can lead to achievement of both.
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