Issues with Kiosk Implementations

Not all kiosk implementations have been able to satisfy the stated goals of the organizations who acquired it. These failures were not only unsuccessful in creating and adding value to customers’ perception, but also resulted in financial losses to the companies. These failures are sometimes attributed to the lack of feasibility analysis before considering kiosks, inadequate funding, poor selecting of optimal type of kiosk compatibility, lack posting of support that will keep systems up to date and in good working conditions or just plain loss of customers’ interests in using kiosks machines at a location.

It can be said that an accurate and reliable description of the parameters that affect the kiosk implementations are yet to be discovered, and a relationship has not be developed so far with critical success factors of the kiosk implementation to derive the business benefits that the technology promises to provide. Research Question Is strategic investment in kiosk technology justified for a business company, in terms of added value and customer satisfaction for the enhancement of its POS systems?

Ethical Overview

There are no ethical consequences of such systems as such; with an exception that frauds can be committed at kiosks, using new and innovative ways.

Every new IT system brings new risks and security threats with itself and kiosk is no exception. Frauds can be perpetuated by staff, customers and/or third parties; and the companies installing kiosks should take appropriated steps to adequately secure the systems and their usage. Aim To research and present an evaluation report that will justify and determine whether the usage of kiosk technology adds value to POS systems’ in the business industry.

Objectives

1. To identify changes in customers’ perception may it be positive or negative which resulted from synchronizing POS system with kiosk technology and determine the necessary factors that contributed to such changes.
2. To determine quantitatively if using kiosk systems has been profitable or losses were acquired to the companies under evaluation.
3. To evaluate the responses received from surveys with a view to identify with objectivity: the impact of location; kind of industry; improved customer service, efficiency of transactions and similar factors on kiosk technology implementation.

Research Design

Research Method Survey will be done to accomplish the report. It will be conducted in two phases; the customers using the system and the managers who implemented the system. This survey will serve as a data base to identify whether is or not the hypothesis that kiosk adds value to the POS systems in terms of quality service and quantity of service. Research Design: Primary Data Collection Process Activity and Data Spotlight The spotlight is on determining the effectiveness of kiosk implementation with POS from business point of view, and degree of customer satisfaction associated with it.

This will be acquired through a series of interviews and meeting with the managers of the chosen company. Perform surveys in forms of random interviews and questionnaires to the customers of the said company. Location I will conduct surveys with customers and managers of at least 3 busiest grocery stores in the city which had implemented the usage of kiosk technology with their POS systems.

Collection Protocols

Surveys from customers and managers of the chosen business establishments will be used. It will be in a form of questionnaires and the minutes of meetings with the establishments’ management staff. The business’ old and new data base will be used. Necessary permits will be accomplished prior to the conveyance of surveys.

Design for Generating the Intended Project Outcome

Most important factors that will be considered in the above analysis are; the speed in completion of a customers’ transaction, the efficiency of the customers’ transaction and the effectiveness of using the system (user friendly) to the customers. The above analysis will also provide some information regarding the effects of location, industry, magnitude of investments and customer’s age groups. This will thus assist in the feasibility analysis for a particular industry, business and target market that will determine whether is or not kiosk the suitable strategic IT investment for them.

References:

1. Silicon Landmark. (n. d. ). Point of Sale Systems. Retrieved February 25,2007