Final Customer Purchasing from an Intermediary of the Product

Use Steps: Use steps include all the Final customer's activities to find the appropriate product category at the Intermediary, to choose among the alternatives to the product and to take delivery of the product.

Resources: Reduce resources required for the use of the product

Time: Reduce the time the customer must spend with the product

B. Improve wait times in the process

Increase service capacity
Add more regular customer assistance
To find and choose product


No. Year SIC Note
1 2003 2095 In 2003, Starbucks created a new role for restaurant employees called a "floater." The floater directs the behind-the-scenes traffic and also serves as a back-up cashier or barista. Floaters added costs, but they have shaved 20 seconds from the overall service time, largely by getting the drink-preparation process started sooner.
2 1988 5411 The Country Fair supermarket offers in-house child care service to free parents from carting their children up and down aisles. Parents must remain in the store.
3 1989 5712 Ikea, furniture superstore, offers childcare while parents shop. The stores provide tape measures, catalogs, pencils and paper. Strollers are available, as are free diapers. Customers can borrow automobile roof racks to carry furniture home.

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