=+ 8 Many organizations check up on their own level of quality by using ‘mystery shoppers’. This involves an employee of the company acting out the role of a customer and recording how the employee is treated by the operation. Choose two or three high-visibility operations (for example, a cinema, a department store, the branch of a retail bank, etc.) and discuss how you would put together a mystery shopper approach to testing their quality. This may involve your determining the types of characteristics you would wish to observe, the way in which you would measure these characteristics, an appropriate sampling rate, and so on. Try out your mystery shopper plan by visiting these operations.