2012 Putting the Pieces Together to Achieve: OSE

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

PEOPLE

• Staffed 100% to store structure?<br><br>

  Yes

  No

  N/A

• All required training per associate is completed by the due dates?

  Yes

  No

  N/A

• Has the Aquatics Specialist completed aquatics certification with two months of his/her date in position?

  Yes

  No

  N/A

• Is succession plan in place for all key positions?

  Yes

  No

  N/A

• Are schedules being posted 2 weeks in advance?

  Yes

  No

  N/A

• Are all associates 100% to dress-code including tan uniform, treat pouch and name badge?

  Yes

  No

  N/A

• Are 2 minute update huddles being held daily and include store performance, Petco Promoter comments, associate celebrations and CIA recognition?

  Yes

  No

  N/A

• Is team photo board current with all active associates including Associate in the Spotlight?

  Yes

  No

  N/A

• Are Weekly Store Management Meetings being held?

  Yes

  No

  N/A

• Is the Customer Advisor wearing their Advisor polo shirt when the store is open?

  Yes

  No

  N/A

• Are associates being recognized with Caught In the Acts as a result of Petco Promoter comments in the Breakroom?

  Yes

  No

  N/A

• Are all required postings (legal and Human Resources) up and current in the Breakroom?

  Yes

  No

  N/A

• Are Grooming Salon associates in proper dress code including smocks?

  Yes

  No

  N/A

• Are all Grooming Salon Associates breaks and lunches scheduled in the SAM computer and being taken as scheduled?

  Yes

  No

  N/A

• People Results

  14/14

  13/14

  12/14 and below

• Did store achieve 90-100% in the People Category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

STORE STANDARDS

• Are products being rotated, stocked properly? Is store following OOPS procedures?<br><br>Check 20 (5 each dog food, cat food, dog treats, cat treats) perishable products to see if the are with-in sell by dates.

  Yes

  No

  N/A

• Are areas under shelving completely free of fallen merchandise and debris?

  Yes

  No

  N/A

• Is the area around the litter bin clean and dust free?

  Yes

  No

  N/A

• Is all lighting functioning properly providing appropriate lighting?<br><br>Immediate action taken on any non functioning specialty lighting eg aquatic tank, habitats, exterior lights.

  Yes

  No

  N/A

• Are all cooler ad freezer condenser coils clean and free of dust?

  Yes

  No

  N/A

• Are shopping carts in good condition, clean and available for customers in the front and food sections of the store?

  Yes

  No

  N/A

• Do fixtures and merchandise "reflect off the floor"?

  Yes

  No

  N/A

• Is the front vestibule carpet clean at all times?

  Yes

  No

  N/A

• Are there NO signs of rodent droppings, rodent urine, flying insects or larvae?<br><br>Review the pest control book for any pest sightings and actions taken to remedy the situation.

  Yes

  No

  N/A

• Are sanitation stations fully stocked and clean; and each can has a liner?

  Yes

  No

  N/A

• Are Pals Rewards and Vaccination flyers available at the registers in a brochure holder?

  Yes

  No

  N/A

• Are the tops of the register counters free of clutter?

  Yes

  No

  N/A

• Are the Pest Control checklists being utilized per policy?

  Yes

  No

  N/A

• Is store fully recovered daily including fronting and facing?

  Yes

  No

  N/A

• Are all products 100% priced? (No missing pricing labels)

  Yes

  No

  N/A

• Is the backroom being maintained according to the Extreme Makeover: Backroom Edition including the posting of a backroom map?

  Yes

  No

  N/A

• Are all u-boats, replenishment carts, RTV cart, pallet jacks in safe working condition?

  Yes

  No

  N/A

• Are dumpster areas clean, swept, and are lids on dumpsters tightly closed and locked where permitted?

  Yes

  No

  N/A

• Are restrooms clean with a plant and have proper supplies?

  Yes

  No

  N/A

• Is the associate break room in a clearly defined area of the store used specifically for our associates? Is the break room clean, (including appliances) inviting, and relaxing environment for associates?

  Yes

  No

  N/A

• Is My Learning Center clean, organized, and free of liquids?

  Yes

  No

  N/A

• Are all areas of the Salon visually appealing at all times, clean. clutter and odor free?

  Yes

  No

  N/A

• Is pet hair swept up between grooms?

  Yes

  No

  N/A

• Are grooming tables sanitized between grooms? Are water bottles and bowls cleaned properly between pets?

  Yes

  No

  N/A

• Are cage dryers in good working condition and free of lint?

  Yes

  No

  N/A

• Are clothes dryer lint traps clean and hair traps cleaned daily?

  Yes

  No

  N/A

• Are kennels clean and free of supplies? (I.E. not being used as storage areas)

  Yes

  No

  N/A

• Are groomer certification and pictures posted?

  Yes

  No

  N/A

• Are all habitats and displays clean and maintained per the companion animal cleaning schedules?

  Yes

  No

  N/A

• Are aquatic tanks free of spotting on glass, trim, and "c" channel?

  Yes

  No

  N/A

• Is regulatory signage in its place?

  Yes

  No

  N/A

• Store Standards Results

  32/32

  31/32

  30/32

  29/32

  28/32 or under

• Did store achieve 90-100% in the Store Standards Category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

GENUINE CUSTOMER ENGAGEMENT

• Is scheduling based on business needs to include Showtime; utilizing the labor scheduling system?

  Yes

  No

  N/A

• Are you discontinuing a task to take care of the customer or acknowledge the customer and asking or calling another associate to assist the customer?

  Yes

  No

  N/A

• Are you walking the customer to the item(s) they are looking for instead of just pointing them in the right direction?

  Yes

  No

  N/A

• Are you acknowledging the customer's pet? Asking the customer his/her pet's name and if you can give it a treat?

  Yes

  No

  N/A

• Are you introducing yourself by name to the customer you are helping?

  Yes

  No

  N/A

• Are you carrying heavy or bulky items to the front counter and to the customer's car?

  Yes

  No

  N/A

• Are you suggesting an attachment item (toy, chew, rawhide, or treat) to customers purchasing dog or cat food?

  Yes

  No

  N/A

• Are cashiers staying at the check out counter when waiting on a customer? Are cashiers calling for assistance and engaging customers while they wait?

  Yes

  No

  N/A

• Are cashiers coming out from behind the check out counter when not busy and greeting each guest when they enter the building?

  Yes

  No

  N/A

• When there are more than two customers in line and one customer being waited on (total three in line), are you immediately opening another lane and escorting the next customer in line to the newly opened register?

  Yes

  No

  N/A

• Are you asking two associates to explain the features and benefits of a Pals Rewards card?

  Yes

  No

  N/A

• Are you asking the cashier to describe his/her interaction with customer making a return? Are you listening to see if the cashier showed empathy, followed policy, and handled the return in a positive manner?

  Yes

  No

  N/A

• Are associates carrying the Be My Guest cards and giving an example of when they would use the card?

  Yes

  No

  N/A

• Are Grooming Salon Managers, Pet Stylists and Grooming Assistants assisting customers on sales floor between appointments? (Salon Associates are assigned specific times on the sales floor trough the SAM systems)

  Yes

  No

  N/A

• Are grooming associates inquiring about the pet's nutrition and brand of food currently fed and informing customers if Petco carries their food that we price match and offering to have the product ready upon pickup?

  Yes

  No

  N/A

• Customer Engagement Results

  15/15

  14/15

  13/15 or under

• Did store achieve 90-100% in the Customer Engagement Category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

IN-STOCK

• Is store conducting screen corrections at least once a week and every new out-of-stock being researched weekly?

  Yes

  No

  N/A

• Are POs and control numbers closed within 24 hours of receipt of merchandise?

  Yes

  No

  N/A

• Are cycle counts for all auto-replenishment animals being completed on a weekly basis?

  Yes

  No

  N/A

• Are you validating that the IPDM is working a dedicated shift for pricing and screen corrections?

  Yes

  No

  N/A

• Are all assigned planograms completed on time?

  Yes

  No

  N/A

• Are POG envelopes posted and signed off by associate that executed POG changes and the MOD audited POG change?

  Yes

  No

  N/A

• Does every unforgettable item have a green dot on the shelf to the right of the price label and be in-stock?

  Yes

  No

  N/A

• When we observe a shelf out of stock, do we follow the blue-dot procedures to expedite getting back in-stock?

  Yes

  No

  N/A

• Is food and litter being worked to the floor daily; is all other merchandise being worked to the floor at least three times per week?

  Yes

  No

  N/A

• Is Non-sellable merchandise being processed on a weekly basis. Is sellable product sold as "oops" rather than sent back as a return?

  Yes

  No

  N/A

• In-stock Category results

  10/10

  9/10

  8/10 or under

• Did the store achieve a 90-100% in the In-stock category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

ANIMALS

• Is the animal care checklist score on the most recent YTD score card a 98% or greater?

  Yes

  No

  N/A

• Is Store Management walking the sales floor a minimum of four (4) times per day to inspect our animals and execute the Hourly Companion Animal Health Check? In the course of our daily duties, are we conscientious about animal care by checking the animals when we walk by the habitats?

  Yes

  No

  N/A

• Does the store have current copies of the Think Adoption First Care and Savings booklets at the registers and provides one to all customers who have agency adoptions?

  Yes

  No

  N/A

• Are pre-bagged crickets available?

  Yes

  No

  N/A

• Is each pet receiving a 7-point plus grooming assessment and service recommendation? Our PETCO promise guarantees a proper check-in.

  Yes

  No

  N/A

• Are we utilizing safe grooming techniques at all times, recommending vet services as appropriate, based on conditions of the pet?

  Yes

  No

  N/A

• Are fifteen minute timers functioning on all dryers?

  Yes

  No

  N/A

• Are Emergency Vet location and phone numbers available and known by all salon associates?

  Yes

  No

  N/A

• Are animals suffering from illness separate from other animals and a veterinarian being consulted, following PETCO's policy and procedures? This includes following Veterinarian approval guidelines. Are incidents being completed for all injured or ill animals? Are all stores affiliated with a local veterinarian who provides medical care?

  Yes

  No

  N/A

• Is fresh food and water available to all small animals and birds at all times? Is water and feeding procedures for reptiles being followed (crickets, mealworms, vegetables, ect.) based on species and guidelines?

  Yes

  No

  N/A

• Are we checking water quality a minimum of three times a week?

  Yes

  No

  N/A

• Is the Aquatics Communication binder being utilized and is it up to date?

  Yes

  No

  N/A

• Is the Blue Dot program being used to monitor out of stock fish?

  Yes

  No

  N/A

• Are only approved store use products and veterinarian prescribed medications for injured or ill animals kept in Wellness Room? No expired medications present.

  Yes

  No

  N/A

• Are the Culligan filter changes per policy?

  Yes

  No

  N/A

• Is the vet flow chart posted and being used?

  Yes

  No

  N/A

• Animals Category

  16/16

  15/16

  14/16 or under

• Did store acheive 90-100% in the Animals category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

MERCHANDISING

• Is merchandise stacked below fixture plane, unless specifically directed by planogram?

  Yes

  No

  N/A

• Are PetNet signs printed on appropriate cardstock?

  Yes

  No

  N/A

• When an area is not planogrammed for overhead merchandise, is the top stock merchandise themed to match department and merchandised to the lip of the beam with a 7x11 price point sign? Are products grouped by size?

  Yes

  No

  N/A

• Are "Ask For Assistance Signs" posted every 12 ft. on overhead areas using appropriate horizontal sign holders?

  Yes

  No

  N/A

• Do dump bins appear full with product?<br><br>If there is not enough product are the bottoms raised to provide a full appearance?

  Yes

  No

  N/A

• Are dump bins signed on two sides?

  Yes

  No

  N/A

• Is all product in cardboard shippers removed unless otherwised directed?

  Yes

  No

  N/A

• Is signage for floor displays placed back to back so they are visible to customers in either direction?

  Yes

  No

  N/A

• Are end caps finessed to block the view of empty space from the side when quantities are insufficient?

  Yes

  No

  N/A

• Are end cap signs set per planner or Rover end cap direction?

  Yes

  No

  N/A

• Are power-panels, clip strips and impulse baskets priced with JDA bib tags if advertised?

  Yes

  No

  N/A

• Does treat bar have a scoop in every bucket and treats are full but not mounded?

  Yes

  No

  N/A

• Do the treat bar and Rawhide bar have a sign posted for each sku with Guaranteed analysis card required by state law?

  Yes

  No

  N/A

• Is litter bin clean and full; with scoops and funnel available at all times?

  Yes

  No

  N/A

• Are pails and jugs merchandised around the sides of the Litter Bin and impulse rack full per planogram?

  Yes

  No

  N/A

• Do all kiosks have the necessary information for a customer to make an informed decision?

  Yes

  No

  N/A

• Are all aquarium tanks clean and dust free?

  Yes

  No

  N/A

• Is each piece of cat furniture over 21" signed with a price point sign?

  Yes

  No

  N/A

• Is the ENTIRE checkout area set to planogram?

  Yes

  No

  N/A

• Does all register signage comply with local and state government regulations?

  Yes

  No

  N/A

• Are all gift-cards signed and merchandised at the register area?

  Yes

  No

  N/A

• Are the Extreme Makeover and Communications binder maintained and at the designated register?

  Yes

  No

  N/A

• Is the This Weeks Specials sign properly filled with current Pet Services promotions?

  Yes

  No

  N/A

• Is the Featured Scent of the Month Spa Works cling posted on the right window per direction?

  Yes

  No

  N/A

• Do Companion Animal Habitats display appropriate signage including monthly promotion cling and right sizing signage if required?

  Yes

  No

  N/A

• Does each companion animal area display a Petco Cares specialist sign designating which associate is the Certified Specialist for that area?

  Yes

  No

  N/A

• Merchandising Category

  26/26

  25/26

  24/26

  23/26 or under

• Did store acheive 90-100% in the Merchandise category?

  Yes

  No

  N/A

• COMMENTS:

  Safe

  At Risk

  N/A

CERTIFICATION

• TOTAL POINTS

  Select 113/113 112/113 111/113 110/113 109/113 108/113 107/113 106/113 105/113 104/113 103/113 102/113 101/113 OR UNDER

  • 113/113
  • 112/113
  • 111/113
  • 110/113
  • 109/113
  • 108/113
  • 107/113
  • 106/113
  • 105/113
  • 104/113
  • 103/113
  • 102/113
  • 101/113 OR UNDER

• GM NAME

• GM SIGNATURE

  Sign

• DM NAME

• DM SIGNATURE

  Sign