• • 17.15 A typical retail transaction consists of several smaller steps, which can be considered components subject to failure. A list of such components might include:

Let the eight probabilities of success be .92, .94, .99, .99, .98, .97, .95, and .96. What is the reliability of the system; that is, the probability that there will be a satisfied customer? If you were the store manager, what do you think should be an acceptable value for this probability? Which components would be good candidates for backup, which for redesign?

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COMPONENT DESCRIPTION 1 2 3 4 5 69 00 Find product in proper size, color, etc. Enter cashier line Scan product UPC for name, price, etc. Calculate purchase total Make payment Make change Bag merchandise DEFINITION OF FAILURE Can't find product No lines open; lines too long; line experiencing difficulty Won't scan; item not on file; scans incorrect name or price Wrong weight; wrong extension; wrong data entry; wrong tax Customer lacks cash; check not acceptable; credit card refused Makes change incorrectly Damages merchandise while bagging; bag splits Conclude transaction No receipt; unfriendly, rude, 8 and exit or aloof clerk