Archive for the ‘Edeka’ Category

Process again

How process execution is important in Germany, regardless of implications on customer satisfaction, is evidenced by the following examples.  

During a recent taxi ride from the airport home, I asked the taxi driver to take a particular route, which is shorter than the typical one that most taxi drivers take and has usually less traffic. The taxi driver wasn’t pleased with me giving him directions since this apparently didn’t fit with his process. He not only mumbled something unintelligible, but also threw in a nasty comment after dropping me off. When I tried to confront him, he drove away. This shows how deeply embedded the process execution is, where a taxi driver doesn’t realize the impact of his customer unfriendliness on his business.  

This wasn’t unfortunately the only bad experience with unacceptable taxi service. On another occasion the taxi driver was driving so fast through the city that he scared some pedestrians. When I asked him to slow down, he started to argue that it’s not my business how he drives. Although I was able to convince him otherwise and he then drove me home at appropriate speed, he too threw in a nasty comment after dropping me off. 

Another example comes from Edeka, a grocery store chain. Unlike most other stores, Edeka had a policy to require additional proof of identification when paying with electronic cash for purchases over 100 Euros. The cashier had to write down the ID info on the store receipt, which didn’t only slow down the checkout process for the paying customer, but also for all other customers waiting in line. Now the store has a special card reader for purchases over 100 Euros. However, there is only one special card reader to be shared among five checkout stands and one that requires special activation by the supervisor. You can imagine the impact on the checkout time. Edeka simply doesn’t get it.