Union Coop is the largest consumer cooperative in the UAE as it operates 17 branches and two malls (Al Barsha Mall, Etihad Mall) [1, 2]. Union Coop's outlets offer a wide range of products from food and electronics to hardware and household appliances [1]. Union Coop consists of three main divisions: Operations, Properties & Projects, and Trading, in addition to seven departments: Finance & Accounts, Human Resources & Emiratization, Internal Control, Business Strategy and Corporate Development, Information Technology, Happiness & Marketing, and Administration Affairs [1].

Each of Union Coop branches offers retail sales of consumable items, grocery items, electronic items etc. via numerous point-of-sale (POS) terminals. Customers select items that they wish to purchase, place them in shopping carts and proceed to check out POS terminals, which are manned by cashiers. Each cashier has access to the POS terminal, which comprises of computer with display screen, cash box, credit card swipe machine, telephone, printer and infrared scanners (hand held and table based). The computers run a special billing software created by Union Coop and daves information from each transaction. Each item is tagged with a bar code that is scanned by the cashier using one of the infrared scanners. The bar code scanning provides the details of the item, its sale price and information about discount (if applicable). Once all items are scanned, the cashier collects money from the customer wither by cash or card. Once payment is completed, the invoice is automatically printed and handed to customer as a proof of purchase.

Union coop has introduced various types of customer cards for the benefit of its customers:-

Tamayaz Card Program: The card is available at all Union Coop branches for free of charge for all customers and has to be registered online for full benefits of the Program. It provides various benefits for customers - instant discount on selected products and reward points collection [3].

Afdhal Pre-Paid Card: Afdhal cards are prepaid cards with minimum value of AED 100 and no expiry date and they can be used to purchase any products at any of the Union Coop branches across Dubai [4].

Union Coop launched its first-ever electronic self-help device in the Middle East at 'Al Barsha Mall'. This automated device (Fig 1) allows customers, to carry out purchases and other several transactions without any assistance [5].

This is very convenient for customers especially during rush hours wherein all checkout POS terminals have long queues. These kiosks are equipped with screen, keyboard, bar code scanner, credit card reader and receipt printer (just like ATM machines). These kiosks enable customers to scan the items and create the bill and make payment by credit card and leave the stores with the purchased items without need to stand in long check out queues. However, currently cash payments are not accepted by these self-help devices [5].

Union Coop launched a new 'drive-thru' shopping service that allows consumers to shop from their vehicle, at Midriff branch in Etihad Mall, first of its kind shopping service in the Middle East [6]. In his or her private vehicle, the consumer enters the designated area in the parking of Etihad Mall, and is served by service staff without the need to get out of his or her vehicle, after which the value of products can be paid in various ways such as Cash, Debit / Credit Cards and Al Afdhal Card and consumers can use their Tamayaz card to earn and redeem loyalty points as well, in addition to adding the shareholder numbers to the purchases [6]. This service is especially welcome to consumers who are in rush and do not have time for in-store shopping.

Union Coop has re-defined convenience for the valued consumers by providing means for them to shop for the best deals on the best products within the comfort of their homes by using the Union Coop E-commerce Shopping website or Mobile App [7]. Alternatively consumers can call toll free number for Union Coop to order for their required products. Products are then delivered to customers' homes using Union coop delivery vans [8].

The Consumer Happiness Center at the Union Coop in Etihad Mall was recently launched with world-class strategies and practices to realize consumer happiness that employ high-quality programs, activities, events, promotional campaigns, discounts, and more [9]. The Consumer Happiness Center will cover 13 branches in Dubai in receiving consumer feedback and complaints and responding to them in record time [9] The Consumer Happiness center consists many customer service representatives with headset and computer access and they take consumer complaints and try to help.

Questions

Q1:Consider the Point-of-sale (POS) terminals at Union Cooperative and answer the following sub questions with reference to them:-

a)How do the POS terminals collect, process, store, analyze and disseminate the information?

b)Give examples of data, information and knowledge with respect to POS terminals.

Q2:Consider theelectronic self-help devices used at Union Coop and answer the following sub questions with reference to them:-

a)List and briefly describe the components of the Information system in electronic self-help devices.

b)Identify the capabilities of Information systems that are applicable with this example.

Q3:Which of the services offered by Union Coop, do you think offer most convenience for the customers and explain the reasons.

Q4:Currently the whole world is facing COVID19 crisis. During this crisis, Government is requesting people to maintain social distancing and avoid unnecessary traveling out of home. In this context, what are the services of Union coop do you think would benefit consumers most?

Q5:Explain the need of having a Consumer Happiness Centre at Union Cooperative and how can it help the company in long run?