2013 Putting the Pieces Together to Achieve: OSE - duplicate

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

PEOPLE

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

  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 name badge?

  Yes

  No

  N/A

• Are 2 minute update huddles being held daily and include store performance, customer comments, Mystery Shop scores, associate celebrations and CIA recognition?

  Yes

  No

  N/A

• Are Weekly Store Management Meetings being held?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• People Results

  7/7

  6/7

  5/7 or under

• 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 in impulse, bulk candy, bag candy, 15/1.00, coke machine) 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 balloon counter 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 balloon counter helium tanks operating properly with no leaks?

  Yes

  No

  N/A

• Are shopping carts in good condition, clean and available for customers in the front 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 the tops of the register counters free of clutter?

  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 company standards?

  Yes

  No

  N/A

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

  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

• Are all computer areas clean, organized, and free of liquids?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is regulatory signage in its place?

  Yes

  No

  N/A

• Store Standards Results

  18/18

  17/18

  16/18

  15/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 scheduling (sales by hour report) and written to wage projection?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Are associates 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 associates acknowledging the customer's party needs through open ended questions? Asking the customer his/her event date?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Are associates suggesting an attachment item (candy for piñata, balloon weights, balloon bags etc) ) to customers purchase?

  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

• Ask two associates to explain the features and benefits of signing up for Party City Email?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is store currently maintaining a 90+ Mystery Shop score?

  Yes

  No

  N/A

• Customer Engagement Results

  13/13

  12/13

  11/13 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 lows and outs corrections on Mondays and every new out-of-stock being researched weekly?

  Yes

  No

  N/A

• Validate that the GM has worked the dedicated Monday morning shift for lows and outs?

  Yes

  No

  N/A

• Are all POGS correct and new POGS completed on time?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Does every red and green dot item have the red and green dots?

  Yes

  No

  N/A

• When the store observes a shelf out of stock, do we follow the low and out procedures to expedite getting back in-stock?

  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 or damaged out?

  Yes

  No

  N/A

• In-stock Category results

  7/7

  6/7

  5/7 or under

• Did the store achieve a 90-100% in the In-stock 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 all 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 price point sign? Are products grouped by size?

  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

• 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 caps set per MPP planner direction?

  Yes

  No

  N/A

• Are power-panels, clip strips and impulse baskets full and priced?

  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

• Is the Communications binder maintained and at the designated register?

  Yes

  No

  N/A

• Does the store consistently complete seasonal transition in a timely manner with WOW impact?

  Yes

  No

  N/A

• Merchandising Category

  13/13

  12/13

  11/13 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 57/57 56/57 55/57 54/57 53/57 52/57 51/57 50/57 or under

  • 57/57
  • 56/57
  • 55/57
  • 54/57
  • 53/57
  • 52/57
  • 51/57
  • 50/57 or under

• GM NAME

• GM SIGNATURE

  Sign

• DM NAME

• DM SIGNATURE

  Sign