Application of KPIs applied to points of sale, using the "overall equipment effectiveness" (OEE) tool case study: self-service store market format.

Abstract

Trade in Mexico is one of the main sources of income; however, it is well known that customer service is not the best, as in many cases customer service productivity is very slow. To address this, it is crucial to measure three key pillars: time, performance, and quality. The Overall Equipment Effectiveness (OEE) is a simple and easy-to-understand tool for all involved parties. Additionally, it facilitates the selection of specific improvements needed and, above all, presents priorities very clearly. While experience shows that improvements in companies are only successful when all members can contribute to improving results, the OEE is a tool that has been used to measure the productivity of a self-service store, making it easy for the entire human team to clearly perceive the effects of the actions taken for improvement and to justify these actions in a clear manner. Therefore, the productivity achieved through this application will impact the company's operational process; consequently, labor productivity has become the basic indicator to measure the impact of human capital on organizational performance. Productivity is related to increased income and profits, as well as the performance of its personnel. This approach not only serves to know the current state of personnel and their role in the results of organizations but also to formulate strategies that lead them to adopt best practices aimed at impacting the level of employee engagement, a factor that ultimately influences productivity.