At my neighborhood Publix grocery store, the cashiers always handwrite the total amount of the charge on every credit card charge form, even though it is printed on the form. Why? Because the “back office” staff people who reconcile the cash in the cash drawers with the amount sold at the end of each shift find it hard to read the small print on the credit card forms. Writing in large print makes it easier for them to add the values up. However, cashiers sometimes make mistakes and write the wrong amount on the forms, which causes problems. Barbara Wixom

QUESTIONS:
1. What does the credit card charge form indicate about the existing system?
2. How can you make improvements with a new system?