BFA504 - Accounting Systems and Processes - Accounting and Finance Assignment Help

Assignment Task

Tutorial Activity 5.1:  System development process

(a) From the material presented in the case it is possible to draw mixed conclusions regarding the adoption of the technology of self-serve checkouts.  The mention of the importance of efficiency in the checkout process indicates that supermarkets are aware of the need for their customer payment process to operate as leanly as possible, so customers are not kept waiting.  In the past this has been evident by designated ‘8 items or less’ lanes and other such ways of streamlining the purchasing process for a customer. Supermarkets have recognised that those making small purchases are not inclined to be kept waiting behind those engaged in large transactions and have sought a means of meeting this fact.  Based on this, it would appear that the adoption of the technology is strategically driven, to address inefficiencies or bottlenecks in the current system.

The adoption of the technology could also be seen as an opportunity for supermarkets to position themselves as more customer-driven, putting customers in charge of their buying experience in the store.

At a superficial level, the argument may also be posited that supermarkets have opted for the new technology as a means of reducing costs.  Typically, the configuration of the self-serve checkouts is such that a bank of six to eight registers can be supervised by one staff member, as opposed to the traditional format where there was a one-to-one relationship between staff and registers.  Given the competitiveness of the grocery market, particularly between the two main chains, the cost-based argument possibly holds some merit.
(i) Identify each group.
(ii) Suggest some issues that each group may have raised through their involvement in the systems development.
(iii) Identify the stage of the SDLC where the concern may have been raised.
(c) Risks that the new system may present include:
• Customer reluctance to adopt the new technology.
• Public perception of the technology as a ‘cost reduction’ tool to allow jobs to be reduced.
• Potential for increased backlogs and inefficiencies as customers learn how the new system works.
• Potential for errors – for example customers mistakenly scanning the same item twice.
• Potential for manipulation / deception – for example, customers entering in different item codes than those actually being purchased (for example, the codes for fruit and vegetables, which are typically not scanned but identified and weighed manually by the customer).

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