cct333-analysis


 * CCT333 ASSIGNMENT #2 ** ** - ACTIVITY/TASK ANALYSIS **
 * Job Context: ** Old Navy Sales Associate

1. ** Activity Chart ** - a) Break down the job into five general tasks. » Customer Service  » Fitting Room attendant  » Cashier  » Clean-up/replenish  » Sprinter (run-backs and sizes)

- Help find styles and sizes customers are looking for. - Search the checkout computer for inventory. - Answer any consumer questions. || - checkout computer - walkie-talkies || - other employees/managers || - Fitting Room attendant (helping with sizes and finding similar styles) - Clean-up (hard to find things for the people when the store is a mess) || - Theft (making it less obvious that we are watching them) - Broken checkout computer - Incorrect inventory count - Mall security/procedures (closures… etc) || - causing a scene because there is no stock. || - Opening and closing doors. - Putting their clothes in the fitting room (while subtly remember how many pieces there are). - Getting their names to write on the door (more of a personal experience and helps others find them easily). - Providing feedback, opinions and suggestions. - Grabbing different sizes (convenient). - Random checking up (in case they need anything but are afraid to ask, prevents stealing) - Taking back unwanted items and hanging/folding them back || - price-checker gun - key - marker (writing on doors) - walkie-talkie (to ask people for sizes) - hangers/rolling racks (putting items back) || - other employees/managers || - Customer Service (help with answering questions) - Cashier (getting them out so they can quickly go pay) || - Theft (making sure nothing gets stolen inside the fitting rooms, checking for pulled tags) - Lack of staff (have to run out onto the floor to grab sizes) - Uncooperative customers (walking into fitting rooms, leaving clothes in a mess) - Broken keys (can’t open the doors…) || - Crowd control. - Dealing with customer complaints (even if it’s not our fault and have no control over the issues) || - Insuring it’s properly priced. - Making the payment (cash, debit, credit, gift card… etc.) - Asking whether a gift receipt is needed, putting the receipt in the bag (if they need a bag). - Desensitizing items (so they don’t beep when walking out). - Making returns, exchanges and holds. - Answering the phones (whether from customers, employees or other stores) || - checkout register/computer - debit/credit machine - walkie-talkie (communicating with other employees) - plastic/paper bags - cash, credit/debit cards, gift cards, store credit - tags and receipts (from returns/exchanges) - telephone || - other employees/managers - cash handlers (bag checks, gets change) || - Customer Service (help with answering customer questions, price checks, back-up) || - Lack of staff (leads to long line-ups) - Uncooperative customers (being insistent that they are right). - Dealing with customer complaints (can take up a lot of time). - Returns without receipt (they only get a store credit by mail). || - Broken scanners and computer registers - Crowd control - Having to call other stores to check stock for some customers || - Making sure all sizes are on the floor (bring down from up-stock or back room, makes it convenient to find) - Help find styles and sizes customers are looking for. - Mannequins and displays are properly placed. - Search the checkout computer for inventory. - Answer any consumer questions. - Safety hazards with hangers and clothes on the floor. || - checkout computer - tables/displays - folding cart - hangers || - other employees/managers || - Customer Service (less customer service because everything is already out on display and easy to find) || - Incorrect inventory count - Customers creating a mess (trying to find what they are looking for). || - Theft (making it less obvious that we are watching them) || - Putting clothes back where they belong while sizing them correctly (XS-XL order) so it’s efficient for finding. - Acting as a back-up when Fitting Rooms get busy. - Grabbing sizes and styles for customers (so they don’t have to run around) || - walkie-talkie - folding cart/rolling rack (to carry the clothes) || - other employees/managers - fitting room attendant (to describe what item is needed) || - Customer Service (answer questions, check for items) - Replenish (putting back correctly so everything is neat and clean) || - Busy day (must help other areas first). - Customers (whether distracting or getting asked for help). || - Not being able to find what customers are looking for. - People shopping from the racks thinking it’s on clearance. ||
 * b) Break each of these five tasks down along the following criteria.**
 * ** Task #1 – Customer Service ** ||
 * ** 1. Purpose ** || - To provide the customer with any assistance they might need. ||
 * ** 2. Functions ** || - Conversing and interacting with customers (greeting, etc).
 * ** 3. Objects ** || - product (clothing, accessories)
 * ** 4. Roles ** || - customer
 * ** 5. Links ** || - Cashier (making the checkout process quick and efficient)
 * ** 6. Constraints ** || - Overcrowded (can’t help everyone)
 * ** 7. Issues ** || - people getting annoyed with constant questioning (some like being left alone)
 * ** Task #2 – Fitting Room Attendant ** ||
 * ** 1. Purpose ** || - Opening doors and managing the fitting room. ||
 * ** 2. Functions ** || - Conversing and interacting with customers (greeting, etc).
 * ** 3. Objects ** || - product (clothing, accessories)
 * ** 4. Roles ** || - customer
 * ** 5. Links ** || - Sprinters (they are the ones grabbing sizes and act as a back up when it gets busy)
 * ** 6. Constraints ** || - Overcrowded and line-ups
 * ** 7. Issues ** || - Dealing with thieves without accusing/assuming.
 * ** Task #3 – Cashier ** ||
 * ** 1. Purpose ** || - Working at check-out and proving transaction for customers. ||
 * ** 2. Functions ** || - Ringing through items (scanning, typing… etc.)
 * ** 3. Objects ** || - product (clothing, accessories)
 * ** 4. Roles ** || - customer
 * ** 5. Links ** || - Sprinters (puts returns back on the floor, holds in the hold room)
 * ** 6. Constraints ** || - Overcrowded and line-ups
 * ** 7. Issues ** || - Fake money, stolen credit cards
 * ** Task #4 – Clean-up/Replenish ** ||
 * ** 1. Purpose ** || - Making products presentable and making sure the stock is on the floor for people to buy. ||
 * ** 2. Functions ** || - Cleaning and folding clothes back to original state.
 * ** 3. Objects ** || - product (clothing, accessories)
 * ** 4. Roles ** || - customer
 * ** 5. Links ** || - Sprinters (easier for them to find what they are looking for).
 * ** 6. Constraints ** || - Overcrowded (more people helping themselves)
 * ** 7. Issues ** || - Not having enough stock to fill the space.
 * ** Task #5 – Sprinter ** ||
 * ** 1. Purpose ** || - Assisting the Fitting Room with grabbing sizes and putting products back on the floor. ||
 * ** 2. Functions ** || - Cleaning and folding clothes back to original state.
 * ** 3. Objects ** || - product (clothing, accessories)
 * ** 4. Roles ** || - customer
 * ** 5. Links ** || - Fitting Room Attendant (helping them out by running clothes from there back, helping grab sizes, find stock… etc.)
 * ** 6. Constraints ** || - A messy store (have to clean the area before shoving it back).
 * ** 7. Issues ** || - Having rolling racks/clothes pile up and not on the floor.