The Study of Sales Process Improvement on Department Store Industry-Evidence from B Shopping Mall

• Main Authors: Yu-FengTseng, 曾玉鳳
• Other Authors: Hsuan-Chu Lin
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/cx9uaf

碩士 === 國立成功大學 === 高階管理碩士在職專班(EMBA) === 101 === Retailing is the window of economy, and its performance is closely related to the domestic economic growth, consumer spending and consumer confidence. It is the domestic-based industry which can directly reflect the current economy situation. Because of fast-growing of online shopping and convenience stores in recent years, as well as the market of department stores become saturated, the business growth of the department store industry has slowed down. The service innovation and improvement of internal process are the keys to competitiveness rising for the department store industry in order to gain advantages in such tough market. The main purpose of this study is to investigate the sales process improvement of department store industry by taking B shopping mall as the research target. Through the interview with the management team and counters sales persons of B shopping mall, this study explores the influence on the customer service, department stores, and tenants after the implementation of POS in Store Cashier Mode. The eventual findings are: (1) the department store has improved the cashier process efficiency and obtained positive feedback on customer service after changing from traditional “Centralized Cashier Mode” to “POS in Store Cashier Mode”; (2) the department store business can reduce costs significantly and adjust sales strategy just in time by grasping the sales information through POS in Store Cashier Mode” in order to improve sales performance.