Needs Assessment for Quality Improvement
Kelcey P. Moxley
University of Phoenix
MGT/449 Quality Management and Productivity
Mr. Dalan J. Bayham
January 24, 2006
The Lowe's story began in North Carolina more than 60 years ago when H. Carl Buchan, part owner with his brother-in-law of the North Wilkesboro Hardware Company, envisioned creating a chain of hardware stores. At the time, Lowe’s was a typical, small town hardware store selling everything from overalls and snuff to wash tubs and work boots. Lowe’s even sold horse collars at its first store in downtown North Wilkesboro. Carl Buchan later bought-out his brother-in-law and partner, James Lowe, and foreseeing the post-World War II building boom, concentrated on selling only hardware, appliances and hard-to-find building materials. By eliminating wholesalers and dealing directly with manufacturers, Lowe's established a lasting reputation for low prices. Sales grew over time and additional Lowe’s stores opened in neighboring towns throughout western North Carolina and now all over the United States. (Lowe’s, 2004)
I am employed by Lowe’s as a Head Cashier Supervisor. Our team consists of 13 team members and we are the captains of the front end. According to the Lowe’s Level I Certification Guide for Head Cashiers, our primary responsibility is to provide fast and accurate check out for Lowe’s customers while providing outstanding customer service. We also serve as a mentor and trainer for cashiers and loaders. We play a major role in safety, security, inventory and many other functions critical to the store’s success, particularly the Front End. We have the ability to impact the shopping experience of every Lowe’s customer, and we are instrumental in reducing inventory shrink due to internal and external theft. We have a long list of duties and responsibilities that is incorporated into our daily routine. Among these duties several stand out as need for...