Operation
Oz Supermarket is working hard to bring new revolution in the facilities provided to the customers while doing shopping at the super market. The new phenomenon has been proposed for minimizing the exit queues of the consumers. The purpose of indulging new program is to facilitate customers by saving their precious time which they generally waste during the billing of their purchasing. This facility plays a key role in attracting customers which helps in optimising the growth of Oz super market. The Pay wave technology provides the facility of direct billing system. Customer can come, shop, and go without wasting their time at the billing counter. During the period of rush, it helps in controlling the traffic. In the pay wave technology, the payment is done through cards which are specially designed for shopping in the super markets.
The pay wave technology gives a new scenario to the current working culture of the super market. “The operational functionality of the organization completely changes. The cashless billing mode is equipped by the organization” (Behumi, 2014). The entire transaction of payment will be done through card. The customers get the payment card for doing shopping at the super market. The customers have to deposit their cash at the billing counter for getting the card to do purchasing. The customer care centre provide the card with the amount which they have deposited at the counter after doing shopping they can get their remaining money back or they can take the card for next shopping. This helps in opening the account at the super market to facilitate customers with get rid of long queues at the billing counter. RFID reader and pay wave card together works in combination to make comfortable shopping experience. The shopping trolley is equipped with the RFID reader. It is used for reading the bar code of the items which are kept in the trolley. The cost of the item which is placed in the trolley is added to the bill and if that item is removed from the trolley then it is automatically removed from the bill. “The amount of the bill is automatically deducted from the account of the user through pay wave card and the customer can enjoy easy shopping experience without wasting a single moment in the billing process” (Bradford, 2015). The occurrence of fraud can be minimized up to large extent because the customer cannot enter into the super market without having pay wave card and when he will take the item then the cost will be automatically deducted from his account. The pay wave card is equipped with security features without having any risk of wrong billing. The minute system is used for making the bill of parking. The message of the shopping payment will be send to the mobile of the customers. It is notified with many names such as “Tap and go system”, “contactless payment system”, “Wave and pay”, and many others. The payment of the purchased product is directly done by doing transaction through smart card. The accounts of the customers are charged with fixed amount of fund which they can utilize for shopping.
Recommendation
The pay wave technology is based on the five pillars which can be named as payment scheme, technology, devices, end user, and transactional channel. The customers, suppliers, and merchants, are come under the category of end users. The end user will come to the super market, performed its functions, make the payment through pay wave card, and go from the super market without wasting their time in the long queues. The burden of the accountant is also reduced with limited number of customers who want to issue a new card for shopping. The second layer of the working model of the Oz super market is transactional channel. The remote services are provided to the customers through the for enhancing the shopping experience by carrying out direct payment through card of the item purchased from the mall and leave the market without waiting for doing billing. The cost of the services used by the customers is done through point of sale method. The third layer of the working model of the Oz super market is the payment devices. “The payment of the purchasing is done though the payment devices” (Xia, 2015). The banks and credit card companies provide payment devices for doing direct payment from account which is opened at super market. The payment devices are of various types such as card based, web based, or mobile based. The hand held devices are used for doing electronic payments. The fourth layer of the working model of the Oz super market is the technology layer. The RFID readers are attached to the shopping trolley for reading the details of the product purchased and generating bill for the customers. The adding and deleting of the items are done by database for generating and calculating the final bill of the customers. The product details is read from the bar code and added to the bill of the customer. After preparing final bill it is compared with the amount available in the pay wave card, if the bill is under the amount available than the shopping is successful otherwise customer have to remove some item from the cart to make it equivalent. The fifth layer of the working model of the Oz super market is the payment scheme. It is the intermediate layer between the consumer and merchants. The working of the RFID reader is depicted in the figure below:
Mobile phones and NFC: Mobile phones make use of near field communication for doing payment through credit card for purchasing of the item. The customer can do shopping without any privilege to funds.
Mobile phone payment system: This is the most widely used payment methodology by the customers. The transaction of the shopping is done through by sending and receiving SMS at the billing counter.
Direct Mobile billing System: The customers is equipped with mobile account and the PIN number and can do the payment by using his mobile account without wasting time in the long billing queues.
Literature Review Findings
“The rapid growth and acceptance can be seen in the pay wave technology among customers” (Cho, 2010). It helps the customers to do direct payment without wasting time in long billing queues. Banks and credit card companies actively participate in making payment through pay wave card. “The customers have to enter pin number only once for proceeding transaction through the Pay wave card system” (Buhalis, 2016). The payment can be done with ease and at much faster rate. It helps in protecting fraudulent payment. The card holder information cannot access by the retailers. The microchips are used for doing payments which are attached with the RFID reader. The physical contact is not required for carrying out transaction. It helps in restricting the fraud transaction to occur. The database of the customer is automatically update the billing information by adding or removing the item from the purchased list and helps in making accurate calculations. The customer can come, shop, and go without wasting a single moment in the long billing queues. The Oz supermarket wants to transform their working tactics due to the following reasons which are depicted below:
The sudden change of customer’s requirement: The customers are get attracted towards trends and technology. The customers do not want to waste their single moment so they are looking forward for the technology which makes them free from long exit queues at the billing counter. “The quality of service is important for the customers” . The pay wave technology is the new platform to facilitate consumers by saving their time which they usually waste in long queues at billing counter.
New arrival of threats in the competitive market: Each and every company is looking forward for indulging new trends and technology in their working curriculum. The new technology helps in attracting customers which helps in optimizing profit of the organization. The pay wave technology is the solution to remain a step forward than their competitors.
Stakeholders demand: “The attractive nature of the customers towards new technology put pressure on the company to indulge new tools and techniques which are successful in facilitating customers and helps in saving their time” (Johnsons, 2015). The customers are served with quality of service to facilitate them with a comfortable shopping experience.
Technology Evolution: The trend and technology brings a new revolution in the working curriculum of the organization. The technologies are evolved according to the rising demand of the customers.
The three concerns areas which are required for the implementation of new technology in the working curriculum of the organization are categorised as the persons who are responsible for operating the technology, the individuals who are going to receive the services, and the methodology used for delivering the services. The quality of services provided by the technology to the customers can be evaluated by the feedbacks and reviews of the customers. The mobile accounts are used for doing direct payment of the shopping. “The success of the technology depends on the readiness of the customers, affordability and accessibility, and convenience of user interface design” (Tollens, 2014). The requirement of the customers can be satisfied by the successful operation of the pay wave technology. The implementation of new technology is associated with training and development program to familiarize the user. The user get burden to learn the shopping credential to remain update according to the changing trends and technologies. The pay wave technology saves the time of the user which is wasted in billing queues. He can enjoy comfortable shopping with the user friendly interface of the Pay wave card system.
Security and safeguards: The customers feel insecurity in doing payment through card. The older generation usually prefer transaction through cash. “The security and safeguard methods should be used in the pay wave card system for giving security to the Micro-CHIPs and PIN number which are used for doing transaction” (Wang, 2014). The security key should use 128 characters for doing secured transaction through pay wave card. The security helps in saving the details of the customers from hacking, if the customers lost their pay wave card. It is not an easy task for the hacker to crack the security key of 128 characters. The transaction can be secured by utilizing the dynamic card verification value. The system should have the capability of recognizing the transaction. The problem of fraud and theft can be overcome by using the security and safeguarding system. The encryption technology should be used for securing the pay wave transaction. The PIN number should not be entered for small purchases in the pay wave technology. “The encrypted and decrypted keys are used for protecting loss of funds and confidential information of the customers” (Jhonsons, 2015). The contactless payment can be done by using the concept of pay wave technology.
Facility of Finding location of the Product: “The smart phones are utilized for navigating the location of the product placed in the shopping mall” (Guttman, 2014). This helps in saving the time of customer which is wasted in searching of the product. The map of the mall is sent to the mobile phones of the customers which facilitates them with searching of the product. The customers can shop easily according to the product of their own choice.
Generating alerts for counting the number of customers: The heat sensitive infrared sensors are used at the entry and exit gates which are used for detecting the presence of the customer. “The alerts are generated to the manager with the entrance and exit of the customer” (Christoph, 2013). The bill payment message should be shown by the customer before getting exit from the shopping mall. The problem of theft and fraud can be overcome by the new pay wave technology.
Conclusion:
The pay wave card is equipped with security features without having any risk of wrong billing. The encrypted and decrypted keys are used for protecting loss of funds and confidential information of the customers. “The pay wave technology gives a new scenario to the current working culture of the super market” (Martin, 2015). The operational functionality of the organization completely changes.
References:
Behumi, V. (2014). The effects of technology based self service on grocery retail (1st ed.). Retrieved from https://www.diva-portal.org/smash/get/diva2:20043/FULLTEXT01.pdf
Bradford, T. (2015). Contactless: The next payment wave? (1st ed.). Retrieved from https://www.kansascityfed.org/Publicat/PSR/Briefings/Dec05Briefing.pdf
Buhalis, T. (2016). An overview of contactless payment benefits and world wide deployments (1st ed.). Retrieved from https://www.smartpaymentassociation.com/images/news/16-04-26-SPA-Contactless-Payment-Benefits-WP-Final.pdf
Cho, H. (2010). The Self service technology for retailing (1st ed.). Retrieved from ftp://ftp.repec.org/opt/ReDIF/RePEc/sym/PDF/symjournl143.pdf
Christoph, J. (2013). A survey on radio frequency identification trends (1st ed.). Retrieved from https://www.cs.wustl.edu/~jain/cse574-06/ftp/rfid.pdf
Gutmann, P. (2014). Contactless Payment system: Credit cards and NFC Phones (1st ed.). Retrieved from https://www.cs.auckland.ac.nz/~pgut001/pubs/contactless_payment.pdf
Johnsons, W. (2015). The truth about contactless payments (1st ed.). Retrieved from https://www.canberra.edu.au/cis/storage/Contactless%20payments.pdf
Liu, S. (2012). The consumer implication of the use of electronic and mobile payment systems (1st ed.). Retrieved from https://www.canada.ca/content/dam/canada/financial-consumer-agency/migration/eng/resources/researchsurveys/documents/elemobpay-paielecmob-eng.pdf
Martin, D. (2015). What are the advantages and disadvantages of contactless payment system (1st ed.). Retrieved from https://www.quora.com/What-are-the-advantages-and-disadvantages-of-contactless-payment-systems
Tollens, P. (2014). Financial services innovation: Payments innovate to differentiate (1st ed.). Retrieved from https://www.finsia.com/docs/default-source/Industry-reports-Research-partnerships/finsia-aiia-payments-innovation-thought-leadership-paper.pdf?sfvrsn=2
Wang, G. (2014). Accelerating the growth of digital payment in india (1st ed.). Retrieved from https://www.visa.co.in/aboutvisa/research/include/Digital_Payments_India.pdf
Xia, K. (2015). Today, a faster way to shop is in your hands (1st ed.). Retrieved from https://www.hsbc.com.au/1/2/misc/paywave-why
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