Table 1 Example of observational checklist

WORKLOAD

How many customers are served during the observation? (in the ‘Assessment’ column mark with an X every time a customer is served by observed worker)

N. of customers:

VARIETY

In general, how many different operations are performed during the working activity? (in the ‘Assessment’ column mark with an X each operation that you see)

- To pass the fidelity card under the optical reader.

N. of times:

- To pass the items under the optical reader.

N. of times:

- To fill a shopping bag.

N. of times:

- To get cash payment.

N. of times:

- To get payment by credit card.

N. of times:

- To count money (coins and banknotes).

N. of times:

- To get in a supply of coins and banknotes at the checkout.

N. of times:

- Demagnetize anti-shoplifting device.

N. of times:

- To put price tag on the item.

N. of times:

- To receive discount voucher.

N. of times:

-…………………

N. of times:

-…………………

N. of times:

CUSTOMER RELATIONSHIP MANAGEMENT

Number of customers in a line (in the ‘Assessment’ column mark the number of customers four times in the minute indicated)

T0: …(Time 0)

T1: …(after 10 minutes)

T2: …(after 20 minutes)

T3:…(after 30 minutes)