CFSM Focus Store

• Conducted on

  Date

• Prepared by

• Location
  Address

Making sure we have a fully trained, engaged and coached department

• Are all managers validated for all Dotcom operational training ?

  Yes

  No

  N/A

• Are all Team Supports validated for all Dotcom operational training ?

  Yes

  No

  N/A

• Are the CSLAs validated or all Dotcom operational training ?

  Yes

  No

  N/A

• Are all Customer Delivery Drivers fully trained and validated?

  Yes

  No

  N/A

• Are all Personal Shoppers fully trained and validated?

  Yes

  No

  N/A

• Do the management team recognise, encourage, coach and support their colleagues to improve the customer’s experience?

  Yes

  No

  N/A

• What Could Be Done Differently?

Keeping us safe and legal -documentation

• Is the Dotcom Safe & Legal book being completed accurately, next steps reviewed and action taken to resolve any issues?

  Yes

  No

  N/A

• Are the Van Record books being accurately completed, reviewed and any next steps completed?

  Yes

  No

  N/A

• Are the van load sheets being signed and filed?

  Yes

  No

  N/A

• Is there evidence that Duty Manager handovers are being completed and next steps completed?

  Yes

  No

  N/A

• Is there evidence that ‘All back safe’ checks are being completed?

  Yes

  No

  N/A

• Is the STOP report printed, reviewed, acted on, signed by the Duty Manager and then filed ?

  Yes

  No

  N/A

• Is there evidence that a manager is completing a Team 5, checking that our Customer Delivery Drivers are ‘all fit to drive’ ?

  Yes

  No

  N/A

• What Could Be Done Differently?

Keeping us safe and legal –environment and equipment

• Are managers walking the back yard to check for hazards and is action being taken to resolve any issues?

  Yes

  No

  N/A

• Are managers checking refrigeration cables are working, stored correctly and any issues resolved?

  Yes

  No

  N/A

• Are there checks in place to ensure all trolleys are working correctly, clean and issues are resolved?

  Yes

  No

  N/A

• Are managers checking the back room is tidy, clean, all equipment is safe and issues are resolved?

  Yes

  No

  N/A

• Are all colleagues wearing their fulluniform or are uniforms on order?

  Yes

  No

  N/A

• Are there spare high visibility vests available in the department?

  Yes

  No

  N/A

• What Could Be Done Differently?

Keeping customers at the heart of everything we do

• Are colleagues engaged with the Core Purpose: Serving Britain’s shoppers a little better every day?

  Yes

  No

  N/A

• Is there a Perfect Order action plan in place to improve any measures that have been highlighted?

  Yes

  No

  N/A

• Do colleagues know the latest Perfect Order, Dotcom Customer Measure and Dotcom Delivery Measure results and what part they play in improving the shopping experience for our online customers?

  Yes

  No

  N/A

• Are all refunds are being completed daily?

  Yes

  No

  N/A

• Do the Personal Shoppers know the part they play in making our instore customers feel welcome and are helpful and friendly when they are on the shop floor?

  Yes

  No

  N/A

• Are the CSLAs completing all the activities for high priority customers? (Milestone cards, 2nd time customer cards etc.) and engaging with their colleagues ?

  Yes

  No

  N/A

• Are the CSLAs completing the customer calls and completing the call contact log?

  Yes

  No

  N/A

• Are the CSLAs checking customers shopping and using compliment slips?

  Yes

  No

  N/A

• What Could Be Done Differently?

Making sure we have the resources and capability to fulfil safely and brilliantly every day

• Is there a full management structure in place or plans to recruit vacancies?

  Yes

  No

  N/A

• Is there a full Customer Delivery Driver structure in place or plans to recruit vacancies?

  Yes

  No

  N/A

• Is there a full Personal Shopper structure in place that reflects the forecasted trading patterns across the week or plans to recruit vacancies?

  Yes

  No

  N/A

• Is there a full C+C structure in place or plans to recruit vacancies?

  Yes

  No

  N/A

• Is there a full CSLA structure in place or plans to recruit vacancies?

  Yes

  No

  N/A

• Is there sufficient level of multi-skilled colleagues across the store for both Personal Shoppers and Customer Delivery Drivers?

  Yes

  No

  N/A

• What Could Be Done Differently?

Making sure the department is organised and ready

• Is the backroom organised, and meet the Operational Standards for Dotcom?

  Yes

  No

  N/A

• If no, is there a plan in place for re-setting the standards.

  Yes

  No

  N/A

• Are trolleys ready with clean trays, bags and labels for when Personal Shoppers return?

  Yes

  No

  N/A

• Is the Secure report being used and products stored ready for picking?

  Yes

  No

  N/A

• Is the Pre Pick report being used and products stored ready for picking? (Mezzanine Only)

  Yes

  No

  N/A

• Are the Bakery and Counters teams supporting Dotcom by using the reports so products are ready in time to be picked?

  Yes

  No

  N/A

• What Could Be Done Differently?

Making sure our performance is on track

• Is there an action plan to improve the Dotcom Customer Measure? Are the plans discussed and agreed with the Store Team and actioned by managers and Team Support?

  Yes

  No

  N/A

• Is there a plan in place to review and sustain picking efficiencies?

  Yes

  No

  N/A

• Is the Dotcom Delivery Measure report being reviewed and a plan in place to improve and sustain the target?

  Yes

  No

  N/A

• Is the Daily Off Sales report being reviewed, agreed with the Store Team and actioned by managers?

  Yes

  No

  N/A

• Is the Missing and Wrong Locations report being reviewed and actioned by the Missing Locations Champion every day from 5am ?

  Yes

  No

  N/A

• Is the Dotcom Service Leadership action plan alive in the store?

  Yes

  No

  N/A

• Are everyday conversations and performance coaching sessions taking place for all colleagues?

  Yes

  No

  N/A

• What Could Be Done Differently?

What are our priorities?

• 1.

• 2.

• 3.