Current System
- Opening a layaway: the CSAM retrieves a layaway storage box from the layaway room, scans all of the products, and places them in the storage box. The information is not stored in a database, but instead printed on a blank layaway slip that the CSAM must retrieve from under the register. Then the CSAM tears the carbon copy of the slip off from the original, and places one copy in a plastic slot on the storage box and the other copy in the large layaway filing box, which is very large and heavy- probably 20 lbs. The large filing box is replaced under the register and the inventory storage box is brought to the layaway room. This process can take 5-15 minutes.
- Closing a layaway: In the case of pickup, the CSAM hoists the large filing box onto the counter and sifts through it, looking for the slip with the customer's last name. The slip is removed and the large filing box replaced. The CSAM looks for the inventory storage box number on the slip, goes to the layaway room, finds the matching box, and retrieves it. The slip is then scanned, all products are bagged, and the customer pays. The slips are then shredded and thrown away. In situations where the customer does not pick up the items, the CSAM is responsible for sifting through the large filing box looking for layaways that are near due or past due. They then notify customers by phone that their layaway is either near due or past due. For layaways that are past due, the slip is moved from the large filing box to the small filing box which consists of entirely expired slips. They must frequently sift through this filing box as well notifying customers during the 3 month period when they still have a chance to recover a portion of their original deposit.
Problem
A lot is wrong with the current system. The CSAM is consistently having to move the large and heavy 20lbs box and many CSAM’s are not in physical condition for lifting this box 5-10 times daily. This opens up the company to potential legal liability if an employee is injured doing this. Also, the file sifting take quite a bit of time that could be spent on other responsibilities. There is no data stored for analytics.