Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Better Service Store Walk
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The Customer viewpoint Board is up to date with the latest reports, a simple 3 point focus plan , SM and SOM comments.
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The Service Superstar board is up to date with picture of the colleagues receiving award and gift from SM , and all previous periods winners pictures ( back to JAN 2014 ) are also displayed ?
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The store team always return the Service Superstar nomination on time ( last week of period ) to Dan or group secretary.
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Front of store welcome ( MMM touch point / 10ft HI CSD and security ) reflects WGLL ( observational check )
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The store were GREEN for made me feel welcome on last customer Viewpoint ?
Re- Energising Clubcard Fuel Save
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Store colleagues are talking to customers about Fuelsave ( observation check )
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The store achieved a GREEN for Fuelsave customer engagement on last customer viewpoint report.
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Highlighters are still available on every checkout.
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The store has a visual / physical sustainability plan that is reviewed weekly.
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Clubcard Fuelsave reports are discussed with all managers and they can demonstrate an understanding of the report and current performance.
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Observational checks are regularly carried out by the service manager and colleagues receive feedback.
Winning With Shrink
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All Shrink briefings are completed and were led by SM ( training record cards signed )
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All colleagues in the store can describe their part in preventing theft and some of the stores high risk lines and areas ( walk and talk )
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All line managers are are aware of and using their shrink guides to help them manage shrink ( walk and talk )
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All line managers have a detailed specific plan for shrink and stock loss and can demonstrate progress against their plan ( walk and talk )
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Shrink budgets by department have been set and are tracked weekly ( are they on display and can the managers a/ colleagues describe )
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Product Protection Healthchecks are carried out daily and standards on the day represent WGLL. ( walk with PPHC )
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The stock loss board is up to date , contains the correct reports and there is evidence of the weekly meeting taking place.
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The store are GREEN for gaps , counts and SRE performance on Henry's report ?
What Matters to You
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Colleagues were supported around the changes and communicated to ( tent cards and posters displayed , talk to colleagues )
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All colleagues have been given time complete the survey and the store have tracked completion.
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The store are using the new feedback report to build an action plan to improve performance ( from P6 )
Energy World Cup
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The team are aware of the energy World Cup ( talk to managers and colleagues )
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The stores performance ( sent on Workplan ) is discussed at team 5 / JTPM weekly.
Cash Recycling at assisted Service Checkouts
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Checkout team leaders are aware and have been trained on the use of the recycle key at self serve checkouts ( check TRC and talk to colleagues )
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Cash office colleagues are aware of the changes and benefits ( talk to colleagues )
More Suppliers on EDN
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Backdoor colleagues and stock control have been made aware of the changes and training needs addressed where required. ( talk to colleagues )
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Process at Backdoor and DSS reflect WGLL ( physical check )
Making Moments Matter Checkouts
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Service manager has attended the training MMM checkouts external training session.
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service manager has shared the content of the day in the stores JTPM ( talk to other line managers )
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All colleagues have completed the 30 min MMM checkouts session run by the service manager ( Training record cards and talk to colleagues for feedback )
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Was the store GREEN / BLUE for all front end measures on the latest Customer Viewpoint ?
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Does front end service on the day reflect WGLL ?
Produce Revolution
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Have all relevant managers and colleagues attended the Produce Revolution Training ( check TRC and talk to colleagues )
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Was the store GREEN for produce measures on the latest CVP ?
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Are the colleagues taking every opportunity to engage with customers and offer fantastic service ? ( observational checks )
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Do the operational department standards on the day reflect WGLL ? ( clean ,WIBI , equipment , price , level of fill )
Usdaw Partnership Agreement
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The E learning training for SMs and PMs has been completed.
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All managers are have had the workshop and are trained on the partnership agreement and describe their role and the benefits ( check TRC and talk to line managers )
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All colleagues have been briefed on new Partnership Agreement ( talk to colleagues check team 5 / TRC )
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The store has had a store forum using the new process and the PM or SM can describe the output and benefits.
Food Hygene Rating System
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Is the stores food Hygiene Rating on display at the front of the store in full view of the customers ?
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Has the store received and is using the store support pack ?
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Is the store using the duty manager pocket guide for dealing with operational risk issues ? ( talk to duty manager on day of visit )
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Are the table talkers and poster on display in the colleague areas ?
