The CSUH Pioneer Bookstore

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The CSUH Pioneer Bookstore

• Alvin Chao
• John Fitzgerald
• Garima Gupta
• Patrick Luu
• Vy Nguyen
• Tram Vo

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Overview

• The Pioneer Bookstore
• Quarter Rush
• Chain of Command within the Bookstore
• Forecasting Textbooks
• Quality Management
• Supply Chain Management

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The Pioneer Bookstore
Mission Statement The mission of the CSUH
Pioneer Bookstore is to provide a convenient and
efficient source for purchases, at competitive
prices. For students, faculty, staff, alumni and
friends of California State University, Hayward
we offer books required or not, school supplies,
equipment and materials, and other services and
merchandise related to campus life. The primary
goal of the Pioneer Bookstore is to make
significant contribution toward the service and
intellectual need of the entire California State
University, Hayward community.
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The Pioneer Bookstore

• The Bookstore opened with the University in 1957
• Formerly located in the Student Services Hub,
  near Science Buildings
• Moved in 1996 to present location
• Run by the University Foundation as a non-profit
  organization
• Hayward Campus Location
• Contra Costa Campus Location

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The Pioneer Bookstore

• Donated 400,000.00 to the University last year
• 12 Full time Employees
• 20-30 Student Employees
• 15 Intermittent Employees
• Post Office Service
• Bookstore contributions to over 120 CSUH
  Programs, Events, Organizations and Offices and
  Social Activities

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Quarter Rush

• First two weeks of every quarter
• 12 Cashiers operating, 4 buyback stations
• 15 Intermittent Employees recalled and re-trained

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The Chain of Command
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Forecasting Textbooks
Fuzzy Forecasting Purpose for demand estimates
and lead time required. 1. Buy back limits are
major point for forecasting of
demand. 2. Forecasting for fall in spring. 3. No
long term forecasting is indicated at bookstore
level.
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Forecasting Textbooks
The process for determining expected demand is
done as follows. 1. Instructors submit title
request. 2. Class demand examined for last years
quarter. 3. Sailor access where not history
exists. 4. Stock set at 80 of expected
enrollment. 5. Book return rate expectation of
50-75. 6. New books ordered to fill expected
demand.
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Forecasting Textbooks
Demand per quarter, generally speaking. 1. Manage
r's tracks demand by of "return policies"
printed. 2. Roughly speaking, over last year
according to Quarter Winter 12000
Spring 11000 Summer 8000 Fall
14000 3. Steady 5 increase in demand over past
three years. 4. Online orders increasing from
20 to 130 orders in one year.
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Forecasting Textbooks
Quarter RPs Year Average Season
Factor Fall 00 12635 10153
1.24 Winter 03 10830
1.07 Spring 01 9928
0.98 Summer 01 7220
0.71 Fall 01 13300
10688 1.24 Winter 02 11400
1.07 Spring 02
10450 0.98 Summer 02
7600 0.71 Fall
02 14000 11250
1.24 Winter 03 12000
1.07 Spring 03 11000
0.98 Summer 03 8000
0.71 Fall 03 14700
11813 1.24 Winter 04 12600
1.07 Spring 04 11550
0.98 Summer 04 8400
0.71
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Forecasting Textbook
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Quality Management Complaints

• Two most common complaints
• Why wont the Bookstore buy my book back?
• Rudeness

Book not available
Books
Bookstores Refusal to buy back book
Price of books
Dissatisfied Customer
Cashier Rudeness
Incomplete or Unacceptable Answers
Customer Service
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Quality Management Complaints
How are complaints handled? -Complaint by
customer to employee verbally or in written form
(provided by Bookstore) -Employee reports
complaint to direct supervisor or supervisor on
the floor, supervisor speaks with customer -If
the customer is still not satisfied, the
complaint goes to supervisors superior, who
attempts to pacify customer -Goes up the chain
of command until problem is resolved
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Quality Management Inspections

• Floor supervisors evaluate Cashiers at all times
  to monitor
• Courtesy
• Customer Service
• Information imparted

• Inspections performed up to Twice Daily to
  ensure
• Tidiness and Accuracy of Textbook Shelves
• Tidiness of Work Areas

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Quality Management Flow Chart
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Quality Management Training Service

• No Elaborate Training
• Initial Supervision / On the job Training
• Counter for USPS
• Drink and Snack Section
• Gifts and Seasonal goodies
• Events - Grad fest

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Quality Management Buyback Service

• Scheduling
• More staff during rush hours
• Representatives to assist in
• finding inventory

• Buyback Standards
• Marks on paper
• Overall condition
• Edition of Books
• Readers

• Unsold Inventory
• Return Inventory
• Store Inventory

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Supply Chain Management

• What is supply-chain management? Why study SCM?
• Supply-chain management is the integration of
  the activities that procure materials, transform
  them into intermediate goods and final products,
  and deliver them to customers
• These activities include the traditional
  purchasing function, plus many other activities
  that are important to the relationship with
  suppliers and distributors.

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Supply Chain Management
Supply-chain management includes determining (1)
transportation vendors (2) credit and cash
transfers (3) suppliers (4) distributors and
banks (5) accounts payable and receivable (6)
warehousing and inventory levels (7) order
fulfillment (8) sharing customer, forecasting,
and production information.
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Supply Chain Management

• The Ordering Process
• Requisition Reminders sent out to Professors four
  weeks before end of quarter
• Ascertain if title and edition requested has been
  used before
• If no
• Contact MBS database (Missouri Book System) to
  find title
• Contact e-sailor system to see how many students
  are enrolled to see how many books to order
• Contact wholesalers and bargain
• If still not enough books, contact publishers

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Supply Chain Management

• Ordering Process Continued
• If the title has been used before
• Find out how many students bought the book last
  time class was offered
• Estimate number of expected buy backs
• Contact e-sailor to confirm expected number of
  books needed
• Buy back books, run inventory
• If not enough books Contact wholesalers and
  finally publishers

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Supply Chain Management

• All books are received at the Hayward Campus then
  allocated to their appropriate shelves
• Either upstairs or to the Contra Costa campus.
• The Bookstores PreferencesThe Suppliers in
  Order of Preference
• Used books (students/buy back program)
• Wholesalers
• Publishers

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Questions