Newspaper Concessions Corporation (NCC) manufactures vending machines for newspaper chains nationwide. The machines are placed in conspicuous locations and accessed using the appropriate combination of coins. A great deal of research has gone into continually improving this aspect of the vending machines. Even with this, NCC noticed a sharp drop-off in sales to newspapers serving large urban centers.

As part of its new customer partnership effort, NCC invited representatives from established customers in 10 large cities to spend time in its production facility and participate in all phases of the development of the latest model of its vending machine. Input from these representatives resulted in a major design change.

The NCC had put a great deal of effort into developing a stronger coin box that could stand up to vandals and thieves. As it turned out, theft of money was only part of the problem. More important to the newspaper representatives was theft of their newspapers. In their cities, people were putting in the correct combination of coins to pay for one newspaper but taking all of the newspapers in the box.

The newspaper sellers speculated that drug users were selling the newspapers and keeping the money to support their habits.

What was needed was a vending machine that would drop just one newspaper at a time rather than opening its door to the entire supply. With the necessary design change made, NCC quickly regained its lost sales.

QUESTION

Is there a store, restaurant, or other establishment with which you do business that could improve its service or products? If given the opportunity, what would you tell the owner or manager about improvements that are needed?