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Joe Yersavich Manager of Hilltop Branch Columbus Metropolitan Library Self Check Out Tips

Joe Yersavich Manager of Hilltop Branch Columbus Metropolitan Library Self Check Out Tips

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  • Full Name Full Name Comment goes here.
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  • OMG these self checkout machines should be taken to be redesigned. I have tried to use them in Sainsbury and Tesco in the UK and they are a usability nightmare.
    http://www.gilka.co.uk/2009/08/02/self-checkout-nightmare/
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Self Check Out Slideshare Self Check Out Slideshare Presentation Transcript

  • Joe Yersavich Manager, Hilltop Branch Columbus Metropolitan Library New Service Model
  • Today’s Goals:
    • Inform
    • Instruct
    • Interact
    • Inspire
  • Interaction Check
    • Moo moments
    • Hootie Hoo moments
  • Challenges we face
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  • Quick History
    • My history at the library .
    • New Albany Library (the plan).
    • Check Out Ambassadors.
  • Current Self Check Statistics 76,657,101 80,690,970 Self Circ 2004 - 2008 Total Circ 2004 - 2008
  • NEW CHECK OUT REAL TIPS FOR SUCCESS
  • HAVE FUN! KEEP IT POSITIVE
    • This is a great new service.
    • Get excited about it.
    • Don’t worry about being perfect
  • KEEP IT SIMPLE
    • Everybody uses the new machines.
    • Explain why if you make an exception.
    • Use your judgment.
    • Just say yes. Ask the question “Why am I saying no?”
  • TRY IT…YOU’LL LIKE IT!
    • Be proactive in helping.
    • If customers need help walk them through it.
    • If they need more help do it for them and show them how easy it is.
    • We will always be here to help if you need it.
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  • CALLING ALL STAFF
    • Support from all levels of staff with self check out.
    • “ This library is all self check out” let me show you how it works.
    • Staff use the Check Out units.
    • Share stories.
  • GREAT NEW THING
    • Try these machines, they are cool.
    • Keep evaluating techniques.
    • Open lines of communication
    • Try different things.
  • LET ME SHOW YOU HOW
    • Staff walks customers through the check out process.
    • More time on teaching and training customers instead of “scanning items”.
  • WE ARE HERE TO HELP
    • Have staff on the floor to help customers with the machines.
    • Some customers like it better to learn it on their own.
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  • SHOW ME THE NUMBERS
    • Post daily numbers to show your percentage of “self” check out versus total circ.
    • Look for patterns.
  • SHOW ME THE CHOCOLATE
    • Know your goal (aim higher).
    • When you reach this goal, have a party. Celebrate your success
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  • IT’S ALL GOOD
    • Customers are less dependent on staff
    • Staff has more time for complex issues
    • More access points to check out
    • Lines disappear
    • Teaching instead of “hand holding”
    • More customer responsibility.
  • IT’S ALL GOOD (2)
    • Better form of service.
    • Let people do what they are best at.
    • No more lines (did I say that)
    • Customers who need help get that help quicker.
    • Customers who don’t need help, don’t have to wait
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  • FEARS
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  • Myths
    • “X” group can’t or won’t do it.
    • We will lose our jobs.
    • My skills will be obsolete.
    • Everything will get stolen.
    • Not as personal. More removed.
    • Nice but it won’t work here.
    • We will lose customer interaction.
    • Customer service will drop.
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  • Words from Staff
    • Amazingly it make checking out FASTER (that still blows my mind).
    • I feel that this has created a friendlier interaction with the customer
    • Reduced stress during busy times…a lifesaver.
    • Customers don’t have to wait behind a customer with Lost & Paid or shelf checks to check out.
  • Words from Staff (pg 2)
    • If you enjoy serving customers, you’ll love the work even more – it’s a better job.
    • You are going to have better and more rewarding interactions with the customers than you ever had before.
    • I got more handshakes, more jokes, more smiles…the entire interaction is just so much more positive.
  • Quick To Do list
    • Create team (Service, IT, PM staff, etc).
    • Test, test, test (usability testing).
    • Evaluate
    • Make punch list (prioritize).
    • Select pilot location. Big kickoff.
    • Evaluate again.
    • Gather feedback from customers and staff.
    • Share.
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  • Wrap up
    • Questions?
    • Thank you Allen County Public Library.