Ewolucja procesów obsługi klienta przy kasie na przykładzie sieci hipermarketów Tesco w Polsce
The Evolution of Customer Service Processes at the Cash Desk on the Example of Tesco Hypermarkets in Poland

Summary/Abstract: The aim of this article is to analyze customer service processes at the cash desk. Using literature review and observation, the author presents marketing and process innovation that optimized customer service process. Within the last 10 years, many changes have been introduced by Tesco in customer service, which significantly reduced the number of activities that its staff are obliged to perform. This allows the retailer to obtain specific economic benefits. At the same time, the flow of customers has been improved, so that the waiting time for the cashier could be shortened. The solution presented in the article could be useful also for other managers and serve improvement processes in their companies.

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