"10 IDEAS that are changing the world"
This article is quite manageable as it is well classified into 10 different sections, each summarises a different area of studies, and I find it really suitable and good for studying, for GP. =) So hope this review can help readers of this blog, better understand the different topics and apply it into your essays. =)
As the article is 16 pages long, so I decided to focus on one of the ten topics to focus on~ "The End of Customer Service."
#2 The End of Customer Service
Topic: Technology --> Social
Writer of article: Barbara Kiviat
Introduction: "With self-serve technology, you'll never have to see a clerk again."
In the past, what happened in grocery stores is that, people who wanted a particular item, the grocer will fetch the item/s from the store. As a result of this, queues get long and marketing becomes inconvenient. With that, a new idea of "self serving store" was first introduced in 1916. Patrons can move freely in the shop and pay for the products at the counter.
Soon, similar ideas of self serving technology come into play. For example, ATM and online booking tickey systems. Aim of such ideas today, aims to increase efficiency and save up unneccessary cost.
For the idea:
Who on earth doesn't want a better quality of life? Having an end to customer service and using self-served technology will definitely bring in an increased in efficiency. With that, it means that more money will be made within a similar period of time as compared to customer service. Companies get to earn more revenue from the increased efficiency. Patrons will get quick service and sometimes, even services that are instant. Eitherways, both companies and patrons benefit. Thus, this brings in a better quality of life.
Also, by having a self-served technology, there is a shift in responsibilty and the workload to the patrons. For example, ATM (Automated Transaction Machine), patrons key in the amount they want, and they get the amount of money based on what they want. No longer, do you see Bankers doing the transaction. Workload on the bankers decreased.
Another example, services like ticketing system in system. As we know that booking of ticket is readily available anytime, anywhere, as long as you have a computer and an internet access. Just a few clicks, and you can book you tickets in a desired location and timeslot. You see, self services like this, allows patrons to be served 24/7, all around the clock, anywhere.
Against the idea:
Self-service would mean no longer a need for a clerk. Money is spent on automated machinese, rather than hiring more clerks, to increase in efficiency. By doing so, it directly means that during this revolution of customer to self-help service, clerks are largely retrenched. In simple, unemployment. Sadly, the article did not quote the impact of the degree of unemployment, but the service sector is so big, in today's context, I am sure the impact is quite on the number unemployed.
Also, by having self-service, trust and responsibility is passed on to the patron. This means that, problems like shoplifting or vandalism will occur. Example, in Singapore's grocery stores like NTUC or Sheng Shiong, we often encounter problems like shoplifting. Some patrons just take and leave without paying. There arent any scanning system to detect theft as food products like fresh meat and unpacked fruits, cannot be "scanned". Therefore, not just taht self-service is prone to such issues, a lack of shopkeepers increase the chance of such problems. Another common example, is the vending machinese lying at public locations. At nights, there are people who meddle with the vending machinese for money, or even vandalise these public policies. As can be seen, self-service ain't totally full-proof against problems.
Lastly, we know that self-service derive from the advance in technology. Thus, the use of self technology is limited to the knowledge of technology. For example, some services like booking movie tickets online requires an internet access and a computer. So people, probably elderly, who does not how to use a computer, are not able to enjoy such facilities.
My stand:
Really very ironically, I thought that I would support the idea of self-servicing... But after typing out both sides of the argument, I come to the conclusion that I am not supportive of the idea. The problem is that, if the use of self-service is to increase the revenue and efficiency, shoplifting or vandalism already creates a downhill in the cost. Making machines require cost. And machines are not cheap. Imagine the impact of lost if the machinese are damaged, or goods that cost alot are stolen. Also, self service aims to increase efficiency. If patrons are not able to use the service, for example the 24/7 movie booking system, it is equivalent to not having the service. At the end of the day, the loss may be equivilant to not having usual customer services.
Also, the use of self-service can never be completely acceptable fully. For example, the use of ATM. There was once, i remembered I tried to withdraw money from the ATM machine. However, the machine has no more fifty dollar notes. You see, even a self-service machine requires banks to place money into the machine. It can never be acceptable as self-service. Also, in grocery stores, you will still need a few cashiers to make the payment, after fetching the goods. It is not fully practical to make the payment automatically as inflexible problems come in like, deciding not to buy the goods after scanning, or querying about the pricing etc. -- This can never be done completely with self-service. At least at today's context. I dare not comment on the future. =)
In conclusion, I am not really supportive of the idea of adapting the idea completely today, at least with the current state of technology. However, we have to be practical. It is a fact that the world is revolving around self-service. Everything is self service and automated.
Well, that is the end of my argument. Hope you guys enjoy reading it. =) Anybody who have any views on the issues I mentioned, feel free to let me know or tag on the tagboard. That should be the way of learning GP. =)
~Tick Meng =)
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