Lockers Assist Online Orders at Home Depot

Lockers Assist Online Orders at Home Depot

August 6, 2018

Home Depot is installing lockers to allow customers to pick-up their online orders without having to interact with an employee.

The customer goes to the lockers located at the front of the store, and retrieves their orders.  The concept is to make picking-up online orders easier for their customers.

Currently 45% of Home Depot online orders are picked-up in the store.  Some of the larger orders still require employee assistance.

Walmart and Amazon are also implementing the locker concept for online order pickup.  Although the home improvement segment isn’t as advanced in terms of online orders as other segments, this shows Home Depot’s dedication to online sales.


Video Spotlight: Buy Online, Pickup in Store Challenge: Home Depot vs. Lowe’s | CNBC


This post is based on the USA Today article, Home Depot Joins Walmart, Others in Installing Lockers in Stores for Online Orders, by David Plan, June 27, 2018 and the YouTube video, Buy Online, Pickup in Store Challenge: Home Depot vs. Lowe’s | CNBC, November 22, 2017. Image source: Space Kaleidoscope / Shutterstock.

Discussion Questions:

1. What are the benefits of using lockers for order pick-up for online customers at Home Depot?

Guidance Continue reading

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Alibaba Integrates Robots Into The Restaurant

Alibaba Integrates Robots Into The Restaurant

August 2, 2018

Alibaba is experimenting with robots and software applications to streamline the restaurant ordering and wait staff service processes.

Customers check in at a kiosk and are provided a QR code to track their order through the system.  They walk around the market and choose fresh foods, then the food is robotically delivered to refrigerated storage until the customer is seated. Humans still prepare the meal, but instead of handing it off to a waiter, the meal is placed in a “pod” and delivered via conveyor belt to the customer’s table.


Video spotlight: Hema’s New ‘Robotic Restaurant’


This post is based on the Business Insider article, Robots are replacing waiters and delivering fresh seafood right to people’s tables at Alibaba’s high-tech restaurant in Shanghai, by Prachi Bhardwaj, July 2, 2018, and the YouTube video, Hema’s New ‘Robotic Restaurant’, by Alibaba Group, June 26, 2018. Image sources: Corbis/Superstock and Shutterstock / GreenLandStudio.

Discussion Questions:

1. Would the service delivery model Alibaba is pioneering, with advanced robots and conveyor-belt delivery, be acceptable to domestic customers at a fast food restaurant? What about a fine dining restaurant?

Guidance: Students should review the concepts of servicescape, service delivery, and service Continue reading

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