Measuring the effect of a new point of sale system
on the performance of drugstore operations
Abstract
A new electronic point of sale (POS) system was deployed by a Hong Kong drugstore-chain in eight of its drugstores as the 1rst stage of a company-wide introduction of POS automation. The management wanted to know if the new system hada signi1cant impact on the performances of the drugstores where the new POS system was deployed. We explain in this paper the computation of ratings that gauge the relative performances of the drugstores using a new procedure called operational competitiveness rating analysis (OCRA). We used these ratings to determine whether the drugstore operations improved signi1cantly after the deployment of POS. A full discussion of OCRA’s development and its computational procedure is also provided.
Scope and purpose
The aim of this paper is to demonstrate, using a new performance measurement procedure called operational competitiveness rating analysis (OCRA), how the impact of a new electronic point of sale (POS) system on
the performance of a drugstore can be gauged. A case is presented involving a drugstore-chain in Hong Kong. Data on costs andrevenue were collected, before andafter the deployment of a POS system, from eight of the drugstores of the chain, spanning a period of 18 months. Computation of relative performance ratings for the drugstores using OCRA is explained. The drugstores were ranked by their performance ratings and a rank test was applied to determine if the average rank was signi1cantly higher after the deployment of the POS system. It was evident that while there was a general improvement in the performance of the drugstores over the 18-month period, performance improved signi1cantly after the deployment of the POS system. The paper also provides a full description of the development and computational procedure of the OCRA approach, and concludes with a brief discussion of its desirable properties as a performance measurement tool. ?
1. Introduction
The subject of this paper is a drugstore-chain in Hong Kong, which decided to introduce an electronic point of sale (POS) system in March 1996 as an important component of a strategic campaign to improve operational performance. Initially, eight drugstores were identi1ed with similar location, layout, and product and customer mix for the deployment of the POS system. Eleven months after the deployment of the system, a quantitative study was carried out to determine whether the new system hadind eedbeen instrumental in effecting signi1cant performance improvement in drugstore
operations. This paper discusses the results of that study and the performance measurement method used.