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Topic Title: Store Sales System
Topic Summary: Store Sales System
Created On: 04/19/2017 05:25 AM
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04/19/2017 10:41 PM
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Casey Rayback

Hello all,

A group of friends in my office are having a discussion about something that happened to 2 of us today, so we would like to ask the opinion of professional Industrial Engineers to settle this issue.

What Happened

Two people went to a hardware store to buy a metallic shelf. They found the kind they were looking for (fully assembled) so they took a box placed just below it, paid for if and walked out of the store.
Back in their place they realized the box contained only the metallic flat trays and not the vertical poles where those would be attached to.
They went back to the store and realized that the vertical poles were part of the shelf they bought, sold together as a set, so they received the missing parts from the store (not additional cost because they had previously already paid the full amount of the set).

Additional facts

- The buyers are foreigners in Japan and cannot read Japanese.
- The box indicated in Japanese that the trays were sold in a set with another box containing the vertical poles.
- The vertical poles were not placed right next to the metallic trays, but about 3 meters apart.
- There was a sign in Japanese indicating that the vertical trays were located in a different location.
- The box they bought had a drawing of a complete shelf (just like the one fully assembled located over the boxes)
- It was clear that no vertical poles could fit inside the box they bought.


Group A believes that the whole situation is the customer's fault due to their inability to read Japanese, and because they did not consulted with a store clerk about this. Besides, it was clear that the vertical poles could not fit into the box.

Group B believes that this is a flaw in the system of the store, because if a customer buys a set of 2 boxes, there should be systems in place to avoid the customer to walk out of the store carrying only 50% of what they just bought. For example, the cashier should have notified the customers that a part of the set they just paid for was missing (besides many other fool-proof systems).

Could you please let us know in the comment section your thoughts about this? Do you support Group A or Group B?

We would appreciate your opinion on this.

04/24/2017 06:37 AM
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Kerri Flanagan

I go with Group B. For repeat customer service, we must make it easy for the customer to come, purchase, and construct/use without much dilemma. Having been a customer of this nature recently, I have been deterred from purchasing similar again.
04/24/2017 06:37 AM
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Danny Luo

It is easy to point out this other's problem. And it is true to say the customer is always right.

It is better to rethink the way we deliver the product to customer. And make it more effective.
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