Date post: | 11-Feb-2015 |
Category: |
Retail |
Upload: | simon-hedaux |
View: | 405 times |
Download: | 5 times |
Supporting Retailers and Pharmacies to optimise productivity. Driving customer care and controlling
cost
• Productivity experts with industry leading knowledge
• 40 years Workforce Management experience across Europe & Asia Pacific
• 30 years retail store and head office leadership experience
Who are ReThink ?“ReThink have excellent knowledge of labour scheduling and time and attendance solutions. All through the process of reviewing and selecting potential suppliers they have been very thorough in analysis and provided detailed recommendations. Overall high quality work, very thorough and very knowledgeable.”
Sheridan Hindle,Head of IT
Mid Counties Co-operative
“ReThink have industry leading knowledge of workforce management and a network to match. They are professional in approach and highly skilled at managing multiple stakeholders at all levels, in an engaging, open and authoritative manner.”
Steve LeachHead of Retail
Vodafone UK
Customer Experience Strategy
Labour Standard
s
Process Improve
ment
Labour Budgetin
g
Labour Scheduli
ng
Attendance Manageme
nt
Productivity Cycle
Benefits of Work Study with a retail expert
• Understand your workload to derive store level budgets and build what if models• Experienced retail consultancy provides additional benefits• Quantified time and cost saving opportunities• based on hands on industry experience and time standards benchmarks• Interpretation and guidance on practical application of work study
measures
Labour Standards
Work Study
Process Efficiency and Cost savings
Case Studies • Identified process efficiencies equivalent to 2% of store salary cost for Republic• Provided quick win retail best practise improvements and road map options for House of Fraser• Vodafone UK 10% productivity index increase• Wickes Management review supporting new store structure
Labour Budgeting
Process Improveme
nt
Benefits of Independent consultancy
• Consider the widest range of options tailored to your business needs• Low tech to fully integrated solutions• Based on personal experience of selection and implementation of WFM solutions• Able to provide guidance, challenge and risk analysis
Independent Workforce Management Consultancy
Case Studies • Strategic roadmap for Work Force Management for Vodafone global• Work Force Management strategy and supplier selection for Mid Counties Co Op
Labour Scheduling
Attendance Manageme
nt
Deliver consistent customer experience through WFM
• Integrating customer insights into People Planning• Customer experience surveys• Feedback into improved service
ROI - Using customer insights to drive improvements in labour deployment and customer experience
Help you identify what to measure then benchmark, interpret and apply your results
• Measured activity standards developed to drive budget model
• Process analysis and measurement • Observation to identify efficiency
opportunities
ROI – Drive efficiency and reduce variance throughout your business
Customer Experience
Strategy
Labour Standards
Labour Budgeting
Identifying model processes to deliver the intended customer experience and optimise productivity
• Business Process Re-engineering and Mapping• Standards Database and Benchmark
ROI - Identification of inefficient processes and quantification of improvement benefits
Top down/bottom up/what if? budget modelling. • Reviewing and enhancing your current budgeting processes. • Operational Labour Cost Controls • Bottom up budget development linked to
corporate standards• Supporting Leadership engagement in
understanding and realising desired brand experience
ROI - Quantified relationship between business volumes and labour cost driving improved cost control
Process Improveme
nt
Finding the right solutions for all size businesses – SMEs through to global businesses
• Undertaking simple store/team/dispensary profiling • Full Workforce management applications - covering budgeting, forecasting, scheduling, time and attendance solutions• Vendor Selection/Trial Evaluation• Standardisation of labour deployment throughout the
estate
ROI - Improved deployment to deliver customer experience
Attendance clocking via a range of solutions suitable for you
• Vendor Selection and Trial Evaluations• Payroll systems integration• Accurate absence recording, management and
payment
ROI – Accurate, standardised and automated capture of payroll data ensuring accurate payment for hours worked.
Industry estimates savings in the range of 3% – 7% of payroll
Labour Scheduling
Attendance Manageme
nt
Customer Experience
Strategy
Labour Standards
Process Improveme
nt
Labour Budgeting
Labour Scheduling
Attendance Manageme
nt
Return On Investment
Productivity Cycle
• Quantified relationship between business volumes and labour cost driving improved cost control
• Drive efficiency and reduce variance
• Improved deployment to deliver customer experience
• Capture of payroll data for accurate payment for hours worked. • Payroll savings range 3% to 7%
• Identify inefficient processes and quantify improvement benefits
• Use customer insights to drive improvements in labour deployment and customer experience
Shopper EngageAn observational research tool that captures shopper actions using a digital pen and paper that uploads to a
cloud database in real time
Discreet, in-store observers record information about REAL shoppers in store and how they are shopping
Data are automatically transferred to smart phones via Bluetooth
Data are then immediately uploaded to a web portal, allowing the project team
to monitor results
On-site observers map shopper movement and interaction using
digital pen technology
Standardised deliverables for quick
response reporting
1111
Shopper Engage example output
Total sample
Buyers
Non-buyers
Staff interaction
No staff interaction
2m52s
20m47s
2m10s
3m46s
55s
On average, customers spend just under 3 minutes within the store
Those who buy products have a much longer dwell time within the store, which is mainly due to the time it takes to process the transaction. Staff have to put through the transaction twice.
Staff interaction encourages customers to spend longer in store
NB buyers is based on a sample of only 14 customers
1212
Shopper Engage example output
All customers total flow
Gender (of lead shopper)
72%
28%
35%
25%
40% <25
Age (of lead shopper)
Principal shopper profiles
AloneCouple / friends
Family / > 2 people
40% 35% 25%
48%
Trolley Basket
23%
Journey Type
Hand
29%
62 ‘active’ categor
y shopper
s
Base = 62