However, as yet no study has been conducted to verify the above claims of kiosk vendors. Using a kiosk system, the customers are relieved from standing in the queue for getting a product or service (Whitech Solutions, n.d.); rather they can use the self service feature that is provided by the kiosk system at POS sites to reduce the response time that is otherwise on a higher side in traditional systems.
A company needs to adopt an organized approach for implementing a kiosk system at its POS sites. This strategic IT decision should be taken after careful analysis of costs and the perceived expected benefits of the implementation. The site, technology, type of kiosk to implement, the hardware and software requirements, the vendors and strategic partners for the implementation are needed to be identified well before the actual implementation gets underway. As with any strategic IT implementation, the Return On Investment (ROI) must be calculated for this decision as well. However, since a number of qualitative factors are involved in this scenario, it is relatively a bit difficult to do a quantitative analysis to determine the degree of effectiveness and efficiency that a kiosk will provide to the business. This inherent limitation requires the organization to apply a focused effort to carefully examine and evaluate different criteria that it believes will have an impact on the overall implementation.
1.3 Managing the Change
Although it is believes that kiosks add value to the business, yet the implementation needs to be monitored and supervised. A great technology with great potential in a great market will be useless if there is lack of support for it by employees and customers (Mitra, 2007). The project should be appropriately managed taking the employees into confidence that there jobs will not be at stake once the new system gets implemented. In addition, they need to be assured that the new system will actually assist them in improving their performance; for instance, installing a self service kiosk at a retail store will reduce the queue at the till, thus allowing the customer service personnel to give more time to each customer, and improve the quality of customer service; which will ultimately be reflected in his/her appraisal.
1.4 Benefits of Kiosk Implementations
Kiosks have been implemented in organizations of all sizes, forms and belonging to various industries (Harris, 2006, p.1). The goal of any kiosk implementation can range from more sales, improved services to customers, controlling human resource related cost overheads, and create customer loyalty by offering an attractive, fast and responsive self service technique.
1.5 Issues with Kiosk Implementat