A typical retail transaction consists of several smaller steps, which can be considered components subject to failure. A list of such components might include:

Let the eight probabilities of success be .92, .94, .99, .99, .98, .97, .95, and .96. What is the reliability of the system, that is, the probability that there will be a satisfied customer? If you were the store manager, what do you think should be an acceptable value for this probability? Which components would be good candidates for backup, which forredesign?

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Component Description Definition of Failure 1Find product in proper Can' find product size, color, etc Enter cashier line No lines too long; line experiencing difficulty Won't scan; item not on file; scans incorrect Hame or price Wrong weight; wrong extension; wrong data entry; wrong tax Customer lacks cash check not acceptable; credit card refused Makes change incorrectly Damages merchandise while bagging; bag splits No receipt; unfriendly, rude, or aloof clerk open; nes Scan product UPC for name, price, etc Calculate purchase total Make payment Make change Bag merchandise Conclude transaction and exit