Self-service is a system wherebycustomers acquire (or serve) themselves goods or services, paying for the items at apoint-of-sale, as opposed to ashop assistant or clerk acquiring goods or providing services in addition to taking payment. Common examples includeATMs,coin-operated laundrettes,self-service checkouts,self-service petrol stations, andbuffet restaurants.[1][2][3]
Before the 20th century many businesses such asgrocery stores had clerks or assistants who would serve customers individually, taking required items from the shelves, before adding up the total at the till. Some products such as ham, cheese, and bacon were sliced to order, while dry goods such as flour would be weighed out from large barrels.[4][5]
On September 6th 1916 the firstPiggly Wiggly opened inMemphis, Tennessee byClarence Saunders, the world's first self-service grocery store. Customers would pick up a wicker basket upon entering the store, and then walk through the store placing items they intended to purchase in their baskets. As the duties of the shop clerks were reduced to stocking shelves with goods and takingpayment at the tills, a "small army of clerks" was no longer necessary, allowing for cost reductions to be passed on to the consumer.[4] In 1937, Saunders start openingKeedoozle stores, a further development of his idea of automated grocery stores.[6] By the 1950s about 80% of the grocery trade in America was on a self-service basis.[5]
In theUnited Kingdom, trials with self-service stores began in theSecond World War, with the first permanent self-service store, aco-op, opened in 1948,Tesco likewise opened its first self-service store inSt Albans later in the same year. The reduction in the number of staff needed to operate such a store, and the increased speed at which customers could be served, helped to mitigate problems created by thelabour shortages in the war. The concept caught on quickly, withSainsbury's,Waitrose,Morrisons andMarks & Spencer adopting self-service models in the 1950s, and one sixth of all co-op grocery stores being self-service by 1957.[5]
In 2020,Amazon Fresh (a subsidiary ofAmazon) opened its firsttill-less store. Some of these stores use "grab and go" systems where surveillance cameras and other technology tracks what each customer takes and places back, wheras most use "dash carts" which use touchscreens, barcode scanners, cameras, and various sensors to track items placed into and removed from the cart. Payment is done by scanning aQR code from their Amazon app, connecting the purchase to their Amazon account and allowing it to be billed through the payment method linked to their account.[7][8][9]
In 1930 the Hoosier Petroleum Co. attempted to trial self-serve fuelling, but was prevented from doing so as it was considered a fire hazard.[10]
In 1947, Frank Urich opened the first self-service gasoline station inLos Angeles,California. It was an unbranded station with rows of self-service pumps androller-skating attendants who would collect money and reset dispensers. The pumps used mechanical computers to track how much fuel was dispensed, and were manually reset between each customer. A few other unbranded stations using this model were created, but the idea didn't catch on with major retailers at the time.[10]
In 1964, Herb Timms showcased an invention to John Roscoe that would allow for an attendant inside the store to dispense gasoline at the pumps. This remote fuelling system quickly took off, with three of Roscoe's twelve stores employing it and averaging 4,500 gallons in sales per week.[10]
In 1961 Britain's first self-service petrol station opened inSouthwark,London.[11] In 1968, the use of "unattended fuelling" was permitted in theCity of London, withBP announcing plans to open self-service units within the city.[10]
By the mid-1980s, credit card readers were integrated into pump dispensers, allowing for "pay-at-the-pump" transactions.[10]
In 1998, Japan abolished the Special Petroleum Law, allowing for self-service petrol stations, although at least one attendant is still required to keep watch over customers to ensure safety.[12][13]
In the 21st century, self-service gas stations are the norm across the US, andNew Jersey is the only state "where drivers are not allowed to pump their own gasoline."[14]
In 1960, Armenian-American inventorLuther Simjian invented an automated deposit machine (accepting coins, cash and cheques) although it did not have cash dispensing features.[15] His US patent was first filed on 30 June 1960 and granted on 26 February 1963.[16] The roll-out of this machine, called Bankograph, was delayed by a couple of years, due in part to Simjian's Reflectone Electronics Inc. being acquired by Universal Match Corporation.[17]The New York Times wrote in 1998 that it was his most famous invention and "the basis for the now-ubiquitous A.T.M., from which he never made a penny."[18] His device did not see widespread adoption however.
In Europe, in 1967, three independent efforts to create ATMs entered use simultaneously, theSwedish Bankomat, and in the UK the Barclaycash and Chubb MD2.[19] In 1968 a joint effort betweenIBM and Swedish banks began testing a networked cashpoint, withLloyds Bank soon following, deploying networked devices in 1973.[19]
The first vending machine was described in a work byHero of Alexandria in the1st century AD. The machine accepted a coin which when deposited fell upon a pan attached t o a lever. The lever opened a valve which letwine orholy water to flow out. The pan continued to tilt with the weight of the coin until it fell off, at which point a counterweight snapped the lever back up and turned off the valve after a predetermined amount of liquid was dispensed.[20][21]
Coin-operated machines that dispensed tobacco were being operated as early as 1615 in thetaverns of England. The machines were portable and made ofbrass.[22] An English bookseller,Richard Carlile, devised a newspaper dispensing machine for the dissemination of banned works in 1822. Simon Denham was awarded British Patent no. 706 for his stamp dispensing machine in 1867, the first fully automatic vending machine.[23]
Vending machines are considerably popular in Japan. There are more than 5.5 million machines installed throughout the nation, and Japan holds the highest ratio of machines per person for any country with one machine for every twenty-three people.[24][25][26]
Starting in the 19th century,supper, a lighter post-dinner evening meal began to sometimes be served as (and so called) a 'buffet', particularly at larger events such as grand balls. Likewise large cookedEnglish breakfasts were often served this way. The term came from the Frenchsideboard which the food was traditionally placed on, before becoming applied to the self-service format of food.
Theall-you-can-eat restaurant was introduced inLas Vegas by Herbert "Herb" Cobb McDonald in 1946.
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Selfsourcing is the internal development and support of IT systems byknowledge workers with minimal contribution from IT specialists, and has been described as essentiallyoutsourcing development effort to the end user.[27] At times they use in-houseData warehouse systems, which often run on mainframes.[28]
Various terms have been used to describe end user self service, when someone who is not a professional programmer programs, codes, scripts, writes macros, and in other ways uses a computer in a user-directed data processing accomplishment, such asEnd user computing andEnd user development.In the 1990s, Windows versions of mainframe packages were already available.[29]
When desktop personal computers became nearly as widely distributed as having a work phone, in companies having a data processing department, the PC was often unlinked to the corporate mainframe, and data was keyed in from printouts. Software was for do-it-yourself/selfsourcing, includingspreadsheets, programs written inDOS-BASIC or, somewhat later,dBASE. Use of spreadsheets, the most popular End-user development tool,[30][31] was estimated in 2005 to done by 13 million American employees.[30]
Some data becamesiloed[32] Onceterminal emulation arrived, more data was available, and it was more current. Techniques such asScreen scraping andFTP reduced rekeying. Mainframe products such asFOCUS were ported to the PC, andbusiness intelligence (BI) software became more widespread.
Companies large enough to have mainframes and use BI, having departments with analysts and other specialists, have people doing this work full-time. Selfsourcing, in such situations,[33] is taking people away from their main job (such as designing ads, creating surveys, planning advertising campaigns); pairs of people, one from an analysis group and another from a "user" group, is the way the company wants to operate. Selfsourcing is not viewed as an improvement.
Data warehouse was an earlier term in this space.[34]
It is crucial for the system's purposes and goals to be aligned with that of the organizational goals.[35] Developing a system that contradicts organizational goals will most likely lead to a reduction in sales andcustomer retention. As well, due to the large amount of time it may take for development, it is important allocate your time efficiently as time is valuable.
Knowledge workers must also determine what kind of external support they will require. In-house IT specialists can be a valuable commodity and are often included in the planning process.
It is important to document how the system works, to ensure that if the developing knowledge workers move on others can use it and even attempt to make needed updates.[36]
Knowledge workers are often exactly aware of their immediate needs, and can avoid formalizations and time needed for projectcost/benefit analysis and delays due tochargebacks or need for managerial/supervisory signoffs.
Additional benefits are:
Some knowledge workers involved in selfsourcing do not have experience or expertise with IT tools, resulting in:
Although departmental computing has decades of history,[29] one-person-show situations either suffer from inability to interact with a helpdesk[40] or fail to benefit from wheels already invented.[41]
Among the basic examples of various categories are:
Applications created by end users can ... IBI's new data access tool, Focus Reporter for Windows ...
responsible for self-sourcing mortgage loans
{{cite book}}:|work= ignored (help)Inadequate expertise leads to underdeveloped systems ... Lack of organizational focus
Lack of documentation for applications ... testing and documentation of end user developed software.
