Scientific paper ID 2670 : 2025/4

The grocery store chain is exploring the possibility of improving its market position and optimizing its staff. The traditional customer service cashier is also a workplace. The management of the grocery chain decides to improve its management by introducing a new, modern, specific and technological customer service activity and, more specifically, to introduce self-service cashiers. By introducing self-service cashiers in the store network, an opportunity is identified to achieve an increase in the speed of service, through organizational and technical changes in the service processes, along with an investment in adding new equipment. Self-service cashiers are an ideal solution for busy retail outlets, thus solving the problem of lack of labor and long queues. Having sufficient own financial resources, it intends to finance the new robotic cashiers for customer service in the stores with its own capital. Initially, four self-service cashiers are introduced in one of the stores, and the staff needs to be trained by the manufacturer. For such a project to be successful, an important condition is that the increase in service productivity does not come at the expense of compromising the quality of the service. Before proceeding to sign a contract with the contractor, it should be determined whether the project is financially and economically viable, as well as to study all possible risks related to the return on investment.