Decathlon queuing’s solution

Decathlon S.A. was known as a French sporting goods retailer.  They are the largest sporting goods retailer in the world. It started to expand in Spain in 1992. The company employs more than 78,000 staff from 80 different nationalities. The retailer stocks a wide range of sporting goods, from tennis rackets to advanced scuba diving equipment, usually in large superstores which are sized at an average of 4,000m² (Source: “Decathlon Key Figures”  Decathlon Group. Decathlon S.A. Retrieved 15 May 2015). In 2015, the turnover in all around the world reaches 9,1 billion euro (source: Decathlon homepage’s website). Every year, the company creates more than 2,800 new products.

Last week, I visited Decathlon in Valencia, it was really impressed me because of the state-of-the-art facility and the number of cashiers there even much more than in Mercadona which is the largest supermarket in Spain.

To solve queuing problem with thousands of items and the huge amount number of customers, Decathlon install EZQ ™ which is ESII single queuing solution. There are the explanations how the system work?

  • A single queue is installed in front of the check-out counters. 
  • Once a check-out is free, the cashiers call the next customer with a console that allows the broadcast of a sound signal and an announcement on the screen. 
  • The visualization of the available check-out is very simple and fast for the customer. 

To understand more about how does EZQ works, you can have a look at this video clip:

Based on the ESII’s report on their homepage’s website, this solution, both the actual and perceived wait significantly decrease. Customers are satisfied since they are rapidly and fairly taken into account (it avoids the “other queue moves faster” syndrome). The cashiers work in more stressfree conditions: customer flows are equitably allocated and there is no never-ending queue at their check-out.

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