Life Is Very Sad

- Identify possible capacity management challenges faced and propose capacity management strategies applicable to the service operation.

The cashier counter did not have a sensor tag remover and pen for the signature pad. This could pose a challenge during peak hour as there will be many customers. If the check-out counter do not have sensor tag remover, it will extend the time cashiers take to serve and there will be long queue forming if cashier takes more than 10 minutes for a single transaction.

The next challenge would be lack of sales assistants. Due to that, customer will seek assistance from the packer at the check-out counter. In the scenario whereby the packer is not able to help the customer, it will build frustration. Moreover, during peak hours the situation will worsen.

- Recommend appropriate suggestions to balance demand against the resources.

Marks & Spencer could create a SOP for cashiers to follow before they start their shift. In this way, they can ensure that necessary resources are available at the check-out counter for use.

Secondly, there might be chances whereby the previous customer who signed the credit card slips to have accidentally brought back the pen. Therefore, they can have a string or spring attached to the pen and the signature pad.

However, due to the lack of resource the cashier took around 10 minutes to serve a customer who only purchased 5 items. In addition, there were no pens placed near the signature pad. When the customer needs to sign her credit card clip, she used her own pen to sign. As a well-established company, they are bound for high-expectations from the customers. The service outcome will be affected due to the lack of resources such as pen, sensor tag remover.