In Smedley's Cornucopia, a large multi-department superstore, the customer service counter is used to handle returns, layaways, billing problems, and other matters of a related nature. Jack and Jill, college students working as summer interns at Smedley's have recently completed an operations management course, and believe that they have an idea for improving service: Move the customer service counter to the front of the store.
The sales manager, upon hearing the suggestion, replies, "Let's talk about your idea. I plan to be the devil's advocate even if I support you-and I'm not saying that I do-so here we go..."
1. What arguments, backed up by Principles of Operations Management, can you develop to support the location change?
2. What arguments suggest keeping the service counter at the rear of the store?
3. How does your definition of "better service" affect your thinking?
4. Does "functional orientation" play a role in the debate? Explain.