Being relatively new to the Egyptian market, the
Egyptian wholesale/retail stores face a serious problem with
the management of its Point of Sale (POS) which can be easily
recognized by the long queues in front of these POSs affecting
the service time, reducing customers’ satisfaction and, in many
cases even, blocking the shopping area which affects the flow of
customers in the store. This paper presents a real case study
conducted in Egypt in which discrete-event simulation was
deployed to optimize the cashier staffing policy in Egypt’s
largest local hyper market. SAS Simulation Studio was the
cornerstone of the implementation framework that integrates
several analytical tools to effectively model and analyze the
real-world system behavior in an Egyptian hyper market. The
framework allows examining the effect of POS staffing policy
on various service performance measures (waiting time, service
time, etc.) providing a means to support the store management
in their quest for enhancing their customers’ experience with
minimal additional costs.