Assure Improve Connect

All questions must have a response selected therefore if a question does not apply to the current store, answer N/A do not skip the question or leave it blank as this will impact the accuracy of the report.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’
Mis-Match report must be cleared daily.
Over and under located.
How to clear minuses.
How to clear Allocated and unallocated.
If lines do need to be adjusted, then code 10 must be used.
(Key Strokes - 4- 8- 2) Enter.
(Key strokes - 2 – 7) proceed to adjust stock.
Must demonstrate the above if any mis-match is available

SCM
Clear down Mis-Match (where practical ) using code 10 completing training at the same time if needed.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’

Report is to be checked and cleared daily.
A demonstration must be given by the Stock Manager.
Items should be voiced back to main as per OGW guide i.e. to the left, number facing forward & two finger gap.
Verify stock within this area by running an RPA count.

SCM
Review report to ensure this is cleared daily (Key strokes 4-5-5-9 Spokes 4-5-5-8) F10 & Print.
If lines are found over one day, then get Stock Manager to move by F10 function.
 

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’
Demonstrate how to print off the customer view report to audit physical balances.
Returned views must be placed within Views & Returns bay.
These must be cleared each night before close
All stock to be voiced back into main as per OGW guide i.e. to the left, number facing forward & two finger gap.
If any errors occur then a Manager must speak to processing member of staff.
The customer view file must only be used for actual customer views.

SCM
Print off Views report (Key Stroke -4-5-1-2) and verify all balances.
Ensure all view stock has been placed within the views and returns bay
Verify that these are from the day of the Visit.
Adjust any discrepancies as code 11.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
They must print off their returns report to audit physical balances.
Returned stock must be placed into Views & Returns bay.
This file must be cleared before close of trade.
All stock to be voiced back into main as per OGW guide i.e. to the left, number facing forward & two finger gap.
If any discrepancies occur, then stock manager must speak to processing member of staff/management.
Further investigation may be required.
HUB Stores -Must also explain that they would check the FT area to ensure any FTD lines have been returned/collected.
What creates a frozen lines & how to clear a frozen line i.e must be adjusted using code 8

SCM
Print Returns (Key strokes - 4-5-1-1) and check the following:
All returns are from the current day
All returns kept within the Views & Returns bay and that all balances are accurate.
Adjust any inaccurate balances as Code 11.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Demonstrate how to print counts by PRI. (Key strokes 4-5-5-6) Select report type & Enter PRI.
Full understanding the document & how to complete
Document must be completed to provide evidence that weekly & daily counts have been completed.
If a discrepancy is highlighted, then a F7, F2 (previous) & F10 (current) locations checks must be used.
If an adjustment does occur then these reports need to be retained for evidence.
Be able to explain what to do in the instance if an item is not found during the HV Count;
i.e. use of code 7 and report to Security Solutions/IM’s & SCM.
Lines found outside of area 9 must be moved during count.
How to count from shelf to sheet
Conduct a high value count together to verify the above process/understanding.
High value lines over £250 = Weekly
Mobiles = Daily

SCM & stock manager
Complete high value count to support stock managers training if required.

Code 1 - All balance errors where no previous adjustment is identified & to correct an OOS.
Code 2 - Don’t use unless instructed by Ops or S&C i.e. for 100% company counts.
Code 3 - All MFD adjustments including previous MFD corrections
Code 4 - Automatic Wes adjustment and to correct all short pick adjustments
Code 5 - Automatic Wes delivery adjustments & correcting previous code 5 errors.
Code 6 - Identified stock transfer errors (SASP Reports / HUB & Spoke errors)
Code 7 - Empty boxes unaccounted for & suspected/known internal theft.
Code 8 - System stock adjustments to correct system issues i.e. frozen lines. Kiosk, know system issues, etc.
Code 9 - OOSR’s only (Corrections to code 9 to be made using code 1)
Code 10 - To be used when clearing Mis-match.
Code 11 - Adjustments made during a count support/S&C visit only
Code 12 - Manual integration.
Code 13 - To correct a short pick on a FTC
Code 17 – Supplier receipts & collections i.e. DVD’s
Code 80 – Mislabeled products
Code 14 - Automated adjustment when the manifest is released. Can be used to correct a FTD that has been confirmed as delivered.
Code 15 - When stock is marked as missing on the manifest using the E-pod.
Code 16 - Used for stock that has been raised on a FTD collection by the Contact Centre or by the store if item doesn’t appear on your pending file.
18 & 19 – Collection point (only) losses & refunds

SCM
Have the stock manager show you where their Get Set For Adjustment codes poster is displayed.
Explain codes if necessary

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

What to do in the event of something is missing i.e F7, F2 (previous)
What to do if you find something extra i.e F10 (Current) or Wes reports if verifying short picks.
All evidence of investigations must be retained for audit checks.
Must explain/demonstrate which reports are available to use to investigate;
Disposal list, Stock adjustment report, Wes; abort reports & reverse flow discrepancies

SCM
last weeks weekly SAD report or the stock adjustment report identify 5 lines for investigation.
If using Aura run by selecting last week’s date - Select Movement type - Adjustment - Date & Time.
Ask the Stock Manager to demonstrate how they investigate those discrepancies.
Advise the correct process if needed and support the understanding of each report.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

From the adjustments that have just been reviewed (previous question)
Can root cause be clearly identified
Root cause explanations must be captured to prevent a re-occurrence & support in-store training
Weekly tracking of adjustments in store to demonstrate root cause analysis and actions
All evidence of root cause analysis must be retained for audit checks.

SCM
Advise the correct process if needed and support the understanding of root cause.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Must be able to explain that the key points of the new policy. Clock in – Search - Clock out.
Colleague searches will now be split into two categories
Colleague standard searches
Colleague searches can be conducted in different areas of the store for example:
When a colleague:
Is working in the stockroom
Has left a till point
Leaves the jewellery counter
Is loading a ftd van
Locker searches are included in standard searches
Exit searches based on an increased risk*
Exit searches should only be carried out if deemed absolutely necessary based on increased risk within your store and again must be conducted using the search bag and ball method.
Must explain the ball in the bag and search wand and make reference to the search register.
Remember colleague searches must always be conducted out of the view of customers.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
To be used for the following; Internal use, repair, supplier stock, theft, insurance, missing parts & awards.
An item cannot be placed on to a Disposal Note, unless it has been moved into the pending file first.
Items in the Pending Disposal File cannot be sold. They are classed as non-saleable stock.
Stock is moved into the Pending Disposal File by selecting the following options (4 ,5 , 2 , 6 )
Items moved into the Pending Disposal file must be allocated a reason code.
A Disposal Note can be raised by selecting the following options; (4, 2, 5, 1) Reverse a disposal ‘N’
Raised Disposal Notes can be amended by selecting Option 2 (Amend a Disposal Note). Only the contents of the Disposal Note can be amended.
Disposal note must then be released, printed and any documentation filed with it.
Must demonstrate that they print off the Disposals weekly to ensure stock file accuracy (excluding adjustment codes).
If a discrepancy arises they must contact processing member of Staff/Management.
If the item of stock cannot be found the Stock Manager must explain that this requires a stock adjustment.
Explain how to reverse a disposal if needed same options as above but you place ‘Y’

SCM
Print pending disposals (Key Strokes - 4-2-5-5)
Balance check all code 41 disposal against physical stock. – Adjust any discrepancies under code 11
If the process cannot be explained or the disposal list was found to be inaccurate clear down

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Demonstrate how to print off the pending transfer list to check accuracy weekly.
If a discrepancy is highlighted, they must ask the processing member of staff/Management.
HUB Stores - Must also explain that they would check FT area to ensure any FTD items have been returned/collected.
Further investigation may be required.
If the item cannot be found then a stock adjustment must take place.
If this is confirmed on the SASP report, then code 6 must be used

SCM
Print pending transfers [Key Stroke 4-2-4-6]
Investigate discrepancies to ensure they have not been on transfer list for more than a week.
This will require you to check when items were moved to pending transfer.
Balance check all lines, adjust any discrepancies under code 11.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Explain that lines require a stock movement to permanent display (Key Strokes - 4 -5-2-1)
Enter cat number.
Select from location.
Move to Perm display.
Explain what lines should only be on Perm display: TV wall, iPad display, product wall two (fitness), white goods, Tech Cabinet & Furniture (Whatever marketing have advised).
Perm display cannot be used to avoid replenishment.

SCM
Print a Permanent display count (Key Strokes - 4-5-5-6)
Press F7 = Option 1
Select in stock Balance
Select Perm Dis Any- F10 -F10 Press Enter *4 - F10.
Press Escape & save the count as; Permanent Display 2017.
Review lines within the count;
If any discrepancies are highlighted adjust as Code 3
If stock found on Perm display that shouldn’t be the store must move to the relevant location (i.e Jewellery)

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Be able to produce a worked SASP report or pending to be investigated.
Must be able to articulate how they investigate balances discrepancies using F7/ F2 (previous) & F10 (Current & reports.
If an adjustment is required then code 6 is used.
Explain that they would contact Spoke/Hub to inform them of any errors
Good stock – check previous locations
Bad stock – check within the faulty returns bay.

SCM
To go through any training that is required.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

To articulate first why this would need to be completed. (Reservation not available, but store has saleable stock)
Explain that if the item is currently in stock the following must occur:
Check to see if the order is definitely not able to be processed.
Item is not on a delivery or transfer that is in the building waiting to be processed.
The Item must be moved to disposal under code 28.
Customers reservation must be extended (in full) using by using AURA function Keys stokes (6-2-2)
Enter details and extend date.
These details must be fedback on to feedback form.
This can be found on My Store - Fast Track site. To ensure that the order is marked complete.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

(Physical stock) that they check the delivery date on the fast track label of the parcel.
If over 18 days they must adjust the item down from reservation (DPA)
Using code 8 within the system stock adjustment (Key Strokes 2 -7)
Enter cat number and adjust from Reservations.
They must remove the packaging and destroy labels of customer info
Adjust the line back into main stock using code 8 (Key Strokes 2-7)
To clear non-physical DPA stock they must email their FTD Support Manager to check any outstanding manifests.
This is to ensure they have been updated accordingly on Sterling.
Once this is confirmed they must adjust these lines down from reservation location DPA using code 14.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Should explain that they check the adjustment report daily (Key Strokes 4-5-5-1) & disposals
Select date & time and Adjustments
Should check prior to departure & after debrief.
If code 15’s are present on the report, they must communicate to CFM to ascertain why code 15 occurred.
If the outcome was down to a system, training or potential theft.
Checks to see if the item was delivered i.e Manual paperwork present or check sterling if you have access
If the stock was delivered/returned then adjust back up into DPA using code 15 then adjust back down using code 14 from DPA.
Verify the DPA area & previous locations.
Any investigations paperwork to be retained & filed within the weekly envelope.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Should demonstrate the following:
Log on to WES - select service tab
Select progress filter pre moves - click apply
Then cancel pre move.
Verify location it was sold from, RPA & in-transit locations. i.e lift & conveyor.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Must be able to demonstrate the use of the Short Pick function (code 4/13)
This must be used when the stock cannot being found.
If found item must be re-adjusted as code 4/13
Customer in-store - If the item is the last one a OOS (code 9) must be processed.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Explain that a floor walk should incorporate the following:
Physical walk of the stockroom to identify any stock obstructing aisles.
Any racking which is deemed to be unsafe;
Binning of stock heavy items up top.
Stock overhanging head height which could cause harm.
Areas of poor put-away.
Bulk stock areas - neat and tidy.
A floor walk document must be present for each week.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
An appointed person to verify delivery seal against trailer load sheet before it is broken.
Print Aura report (Key Strokes -4-2-3-2)
Select delivery - Enter on managers PC -Press restore menu - File - Print Screen.
Mark off all ULC/ Barton totes/Jewellery skips.
Amend delivery schedule to ensure this is kept accurate and reflects ALL deliveries received upon receipt each day.
(Key strokes 4 -2- 3- 7)- F2, Add function, F3 Amend.
Seal must also be checked on Jewellery skips and attached to the trailer load sheet.
Stock Manager to articulate what to do in the event of a missing cage or extra cage.
i.e Contact help desk, obtain a reference number & inform SCM.
Missing – short
Extra – Voice as overs onto an open delivery

SCM
If a delivery is present watch the Stock Manager process all the above.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Explain that a WES discrepancy sheet must be printed and all balances physically checked.
All shorts and overs must be investigated
All overs confirmed with tick
The rings must be explained as part of this process

SCM
Any open deliveries due to be finalised have the Stock Manager walk you through the process.

The answers you need to hear in response – must be answered accurately & full; otherwise the outcome is ‘No’.

Articulate that all transfers should be raised & released the same day.
Should be able to explain what to do if an inter store transfer doesn't transmit.
Request it Aura – Contact IT – Raise a Manual with original transfer number or voice onto an open transfer.
Manual transfer only - a stock adjustment must never occur.
Should also be able to reference “Password of the day” from the IT portal, when transfer becomes stuck.
Quick Links - on Home page - Drop down box - Service Connect IT Portal.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Must be able to explain that they contact their Hub Store 1st so they can verify their balances
Overages must be voiced in.
If there is an item missing and the hub have the stock, then the transfer should remain open until the HUB fulfils this during the evening delivery.
All transfers must be finalised the same day.
An adjustment should never occur.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Should be able to explain that in the first instance they contact the sending location.
Query Management Team within store to ascertain who requested stock transfer.
Review AURA history for previous adjustments to ensure item has not been adjusted.
Must also explain that if the transfer in did not transmit then a manual transfer should be raised using the original transfer number.

SCM
If the Stock Manager cannot explain this process, then the procedures must be issued

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Demonstrate that to go manual they would go to AURA (option 3, 9) and download relevant manifest.
Put printout into drop order and load van as per normal procedure.
If there is a total manifest failure the AURA manifest will not be available.
In this instance, they should collect parcels from relevant sectors (marshalling area should be set up with 1 van per colour), print off signature sheets & complete in readiness for delivery drops and then use routing tool to find most efficient route. Addresses should be manually inputted into ePOD/Sat Nav.
Access the manual delivery tile on MyStore 365 site/Fast Track site and complete notification of manual delivery.
Complete manifest update eform on return to store.  
Download manifest on AURA before commencing next delivery slot.  (Additional steps for total manifest failure in Bold)

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

99 lines per transfer note
Seals must be placed on each Barton tote
Transfers raised via wes i.e Hub to Spoke, RTM, RO, Excess & Damages
Manual transfers for the following; Stoke to Hub & EBay
The relevant label must be attached and completed in full
Transfers must be checked to ensure they are released before it leaves the store
Damages – Yellow labels must be completed in full & cage neatly stacked
One transfer per cage & tote.

SCM
Review all transfers out [Key Strokes - 4-2-4-3]
Ensure these have been released.
SCM to clear down old transfers

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.

Check the weekly stock update prior to completing excess
Found on MyStore - Stock- Home - click on important updates.
Must be able to navigate to the relevant WES report and make reference to the 2101.
The relevant label must be attached to the cage and completed in full.
Transfers must be checked to ensure they are released before it leaves the store.
One transfer per cage & tote.
Totes sealed.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Talk through what needs to filled in for each section.
Store, Number, number of documents, date
Stock Transfer number(s)
Seal number(s)
Day & week of the transfer
Number of ULC’s with transfers, Empty ULC’s, Other ULC’s Total ULC’s
Red Skips
Blue Skips
Loaded by, Trailer number, Trailer seal number

SCM
Give the Stock Manager a Blank copy and ask them to talk through.

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
It is a requirement that a full count of the physical cash is undertaken once a week
By a different member of management accompanied by another trained colleague
Booklet must be completed in full;
Daily reconciliation columns
Description of issues identified (outcome & action)
Weekly Management check as above.

SCM
Ask what would you do if all of the above did not involve different members of management i.e. a pattern emerges where only the same manager was almost always conducting the check.
Response you are looking for:
I’d report it to either my HRBP, IM, SCM or some other person for advice

The answers you need to hear in response – must be answered accurately & in full; otherwise the outcome is ‘No’.
Complete a Till Discrepancy Investigation over £5. (This covers the whole process to be followed)
Verify stock adjustments & SASP report.
Question cashiers.
Inform Solutions, IM & SCM with any discrepancies over £20

Management should be able to articulate that Non Stocked 981 Refund Forms should be completed.
Must contain a Manager signature and filed within Weekly Envelope with any other documentation.
981’s should be printed daily and reconciled against each form.
If any documents are missing the cashier who processed the transaction should be asked to explain why.

981/0057 In store 48 Hour Delivery
981/0064 Standard Delivery Charge
981/1599 Failed E Top Up
981/0370 Carrier Bag Charge (ROI stores only)
981/0215 ROI Delivery Charge tbc
981/0325 ROI Delivery Charge tbc

The answers you need to hear in response – must be completed in full; otherwise the outcome is a ‘no’.
Manager should be able to demonstrate how to process an Override @ the till these are the circumstances when a Price Override is permissible:
Incorrect Price
Sell at Reserved Price
Price lower on Internet
Customer Satisfaction
Special Offer/Bundle
Price Promise
Virtually anyone has the capacity to conduct a Price Override without management permission or knowledge

I have had explained to me and I understand that accurate internal stock control is a primary responsibility of my role and I have the authorisation level to adjust stock balances to maintain an accurate internal stock file.
· I understand that internal stock files are only to be used for the purposes intended and I understand the purpose of each internal file on the AURA stock control system and the correct use of adjustment / disposal codes.
· I understand that deliberate or known incorrect use of AURA internal stock files and or deliberate or known false stock adjustments made may constitute falsification of stock accounts / documentation which is a disciplinary offence and may lead to investigation and subsequent disciplinary action.

SCM to review stores stock documents and ensure that all files are cleared to zero where possible with all stock moves completed and any adjustments required to be processed as code 11. If these cannot be cleared on the day then a brief reason as to why should be stated.

OGW Booklet
https://homeretail.sharepoint.com/sites/ArgosStores/s&c/Retail/_layouts/15/guestaccess.aspx?guestaccesstoken=uQIlbN5V47b3OaIQ5ShADD01tcjmBEhnQefUJJ7PMDA%3d&docid=2_1789cc9c309b1450e801fc4f17e627bd6&rev=1