Is Coles replacing staff with self-service checkouts?
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Self-service checkouts have become extremely common in supermarkets all over Australia, with many shoppers occasionally using them to check out.
These machines can save some time, but they also raise questions for lots of people. Does Coles really need a self-service checkout if they have staff? Where do the staff go if fewer manned checkouts are needed? And how can modern technology improve without replacing people?
Coles’ Chief Operations and Sustainability Officer Matt Swindells observed that he gets challenged on the topic of jobs quite often.
In response to these worries, Mr Swindells pointed out that Coles has more team members than ever before, not only because of the introduction of self-checkouts in the last 20 years but also because of the more recent surge in online grocery shopping.
While self-checkouts could mean fewer people are needed in the stores, those jobs are being offset by the additional roles Coles introduced in the digital field, like personal shoppers and online delivery drivers.
‘In the last five years with the growth of online, we've then accelerated not only picking your shopping but then delivering it to your home for a very small fee,’ Mr Swindells said.
‘We've never had more team members in our stores, and we've never had more vacancies.’
‘So when I get bailed up at the checkouts as I normally do and someone will say “I don't like this because jobs are going”, I say “Well if you know people who need a job, send them my way”.’
‘Because what you can't see is all the people working online in other parts of the business that's changed over the years. It's more of a rebalance of people rather than the loss of jobs.’
However, Mr Swindells wasn't just speaking in defence of Coles’ workforce. He also revealed that the business is tackling ‘a real problem’ as total loss–which includes theft, waste and markdowns–is increasing by 20 per cent each year.
'It’s everything from organised crime that's increased to people stealing things and putting them on marketplaces online to... what we call opportunistic or petty thefts,' Mr Swindells added.
'We're seeing it in every store, in every category, it's not even pinpointed to certain locations.'
'It's really disappointing that when our team members work so hard to put down a great shop for their community, they get some people coming in and doing the wrong thing.'
'It is a small minority; the vast majority of customers do the right thing, but this small minority is costing our ability to invest back in value, and it's causing a real problem.'
Coles has also noted that as a result of the increase in organised crimes, there has also been an increase in team members facing threatening situations.
This is an issue that Coles has marked as a priority, and they have made a commitment to ‘take immediate actions’ to address it. Here’s an article on some of the security measures they’ve adapted to cope with the ‘real problem’ they are facing.
What are your thoughts on this story? Have you witnessed these problems in your local Coles? Share your experience with us in the comments below.
These machines can save some time, but they also raise questions for lots of people. Does Coles really need a self-service checkout if they have staff? Where do the staff go if fewer manned checkouts are needed? And how can modern technology improve without replacing people?
Coles’ Chief Operations and Sustainability Officer Matt Swindells observed that he gets challenged on the topic of jobs quite often.
In response to these worries, Mr Swindells pointed out that Coles has more team members than ever before, not only because of the introduction of self-checkouts in the last 20 years but also because of the more recent surge in online grocery shopping.
Coles has more team members than ever before due to the surge in online grocery shopping. Image source: Coles Supermarket.
While self-checkouts could mean fewer people are needed in the stores, those jobs are being offset by the additional roles Coles introduced in the digital field, like personal shoppers and online delivery drivers.
‘In the last five years with the growth of online, we've then accelerated not only picking your shopping but then delivering it to your home for a very small fee,’ Mr Swindells said.
‘We've never had more team members in our stores, and we've never had more vacancies.’
‘So when I get bailed up at the checkouts as I normally do and someone will say “I don't like this because jobs are going”, I say “Well if you know people who need a job, send them my way”.’
‘Because what you can't see is all the people working online in other parts of the business that's changed over the years. It's more of a rebalance of people rather than the loss of jobs.’
However, Mr Swindells wasn't just speaking in defence of Coles’ workforce. He also revealed that the business is tackling ‘a real problem’ as total loss–which includes theft, waste and markdowns–is increasing by 20 per cent each year.
'It’s everything from organised crime that's increased to people stealing things and putting them on marketplaces online to... what we call opportunistic or petty thefts,' Mr Swindells added.
'We're seeing it in every store, in every category, it's not even pinpointed to certain locations.'
'It's really disappointing that when our team members work so hard to put down a great shop for their community, they get some people coming in and doing the wrong thing.'
'It is a small minority; the vast majority of customers do the right thing, but this small minority is costing our ability to invest back in value, and it's causing a real problem.'
Coles has also noted that as a result of the increase in organised crimes, there has also been an increase in team members facing threatening situations.
This is an issue that Coles has marked as a priority, and they have made a commitment to ‘take immediate actions’ to address it. Here’s an article on some of the security measures they’ve adapted to cope with the ‘real problem’ they are facing.
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