Making Moments Matter Temperature check

• Audit Title

• Conducted on

  Date

• Completed by

Colleague Engagement Making Moments Matter

• Has the store completed 100% head count for delivering Making Moments Matter Session 1?

  Yes

  No

  N/A

• Has the store completed 100% head count for Making Christmas a Cracker session 2?

  Yes

  No

  N/A

• Did the Store Manager open the sessions?

  Yes

  No

  N/A

• Does the Better Service Manager spend 100% of contracted shift delivering the BSM Role?

  Yes

  No

  N/A

• How many colleagues have the store recognised for Excellent Service last period?

  Yes

  No

  N/A

• How does the store recognise their service stars and do they reward them?

  Yes

  No

  N/A

• If they do reward them what is it that they give them?

  Yes

  No

  N/A

Recognising Manager Capability

• Is the Personnel Manager aware that they should be tracking the Line Managers engagement and capability, in landing Making Moments Matter?

  Yes

  No

  N/A

• Are all managers being tracked in the store on how many Post it,s are being posted in the Best Moments Board?

  Yes

  No

  N/A

• Ask the Personnel Manager to see the Best Moments Manager tracking document.

  Yes

  No

  N/A

• Ask the Personnel Manager how they are recognising poor Capability issues against the Line Managers "My Job"?

  Yes

  No

  N/A

• Ask the Personnel Manager, what action they are taking with the Line Managers that are showing capability issues.

  Yes

  No

  N/A

Temperature checking the Cultural Change

Please ask a selection of line managers and colleagues on the sales floor.

• Check that all the colleagues attend session 1 Making Moments Matter and Christmas Cracker session 2?

  Yes

  No

  N/A

• Ask them what was the key messages were from the session:-

  Yes

  No

  N/A

• What have you learned about in the Making Moments Matter Sessions?

  Yes

  No

  N/A

• What ideas have you had about bringing the session to life on the shop floor/ and is your Line Manager Helping you with these?

  Yes

  No

  N/A

• Ask if we get this right what does it mean to:-

  Yes

  No

  N/A

• Customers

  Yes

  No

  N/A

• Colleagues

  Yes

  No

  N/A

• Their own Stores Performance

  Yes

  No

  N/A

• Ask what they thought of the quality of the training that they have received?

  Yes

  No

  N/A

• Ask the colleagues what they thought of the training session:-

  Yes

  No

  N/A

• Was the session a two way discussion?

  Yes

  No

  N/A

• Did the session leader help them explore their role in Making Moments Matter?

  Yes

  No

  N/A

• What could the session leader have done better/different to improve your session?

  Yes

  No

  N/A

• What is it that feels different on the sales floor since Making Moments Matter session 1 and the Christmas Cracker sessions?

  Yes

  No

  N/A

• What do you think has improved, since we launched Making Moments Matter in your store?

  Yes

  No

  N/A

• How has it improved, and who,is driving the improvements is it the BSM or the Lead Team?

  Yes

  No

  N/A

• Why has it improved?

  Yes

  No

  N/A

• What is it that still is getting in the way?

  Yes

  No

  N/A

• Ask what is getting in the way? <br>What would they want to see and be done to fix the issues?

  Yes

  No

  N/A

• Were the Colleagues asked to signed their training record cards and have they signed?

  Yes

  No

  N/A

• From their response can you gauge that the sessions were implemented in the manner we required, and of a quality that has had an impact. Yes or No?

  Yes

  No

  N/A

Gauging the Cultural Change of the Management Team

• Ask the Store Manager and the Store Management Team are they now paying more attention and putting a greater emphasis on the emotional and behavioural elements of service - at least equal to the functional emphasis I.e Waste, Shrink, etc.

  Yes

  No

  N/A

• Ask if when the Store Director visits the store are they celebrating excellent service with colleagues and that they are putting a greater emphasis on the emotional and behavioural elements of service - at least equal to the functional emphasis.

  Yes

  No

  N/A

• Ask the Management Team how are they Driving and Supporting Making Moments Matter?

  Yes

  No

  N/A

• Is the Store Management team, role modelling, giving recognition for Great Service on the sales floor Leading by Example?

  Yes

  No

  N/A

• The Line Managers are planning and holding colleague "Huddles" on the sales floor and that they always talk about service as an agenda point?

  Yes

  No

  N/A

• Following the colleagues responses do you feel a sense that the culture in the store is changing?

  Yes

  No

  N/A

• In your opinion and after talking to a selection of Line Managers during the visit do you feel that the Management Team has embraced this cultural change.

  Yes

  No

  N/A

Store Manager Commitments

• Is the Store Managers Commitment Poster up on the wall in a prominent position?

  Yes

  No

  N/A

• Ask a colleague or colleagues if the Store Managers commitments are meaningful and that they are easily understood and that they recognised them being delivered on the sales floor?

  Yes

  No

  N/A

• Ask one of the Senior Team to describe what the Store Managers commitments are?

  Yes

  No

  N/A

• Ask them what the commitments mean to them and to give you an example of them being practiced?

  Yes

  No

  N/A

Embedding the Change and sense checking the Best Moments Board

• Is the Best Moments Posters up on the wall in a prominent position?

  Yes

  No

  N/A

• Does the Best Moments Board replicate the Line Manager tracker that have you will have already reviewed with the Personnel Manager?

  Yes

  No

  N/A

• Is it evident that the store is using the Best Moments Board?

  Yes

  No

  N/A

• Are the best moments that are written on the post it's meaningful to colleagues and they deserve to be on the board?

  Yes

  No

  N/A

• Could you please review the quality of the Post It's and the reason why they were posted on the board, if they are poor could you please remove then then work out the percentage of Post It,s that you have remove. Anything more then 10% is RED

  Yes

  No

  N/A

• Do the Line Managers publicly Celebrate Success through team huddles and team5?

  Yes

  No

  N/A

Embedding the Change and sense checking the Making Moments Map

• Is the Making Moment Map Posters up on the wall in a prominent position?

  Yes

  No

  N/A

• Is the Moments Matter Map being kept alive in store and is it being updated when the store receives their periodic customer Viewpoint results.

  Yes

  No

  N/A

• Is the store team utilising the Making Moments Matter Map as an aid to improve service and re-embed their colleagues ideas?

  Yes

  No

  N/A

Sales Floor Service Standards

• Are all colleagues dressed for service?

  Yes

  No

  N/A

• Are all colleagues wearing their Name Badge and easily recognised as a member of the Team?

  Yes

  No

  N/A

• Could you find a member of staff to help you in the key trading areas?

  Yes

  No

  N/A

• Is the member of staff on the Meat/Fish and poultry in their correct uniform?

  Yes

  No

  N/A

• Is the Listen and Fix minimal manning standards in place at the Front of the Store Snacking?

  Yes

  No

  N/A

• Is the Listen and Fix minimal manning standards in place on Meat/Fish and Poultry?

  Yes

  No

  N/A

• Is the Listen and Fix minimal manning standards in place on Beers Wines and Spirits?

  Yes

  No

  N/A

Customer Viewpoint

• Is the Customer Viewpoint Board up on the wall in a prominent position?

  Yes

  No

  N/A

• Is the Store Managers Message:- up to date and relevant and meaningful to our colleagues?

  Yes

  No

  N/A

• Is the Store Directors Message:- up to date and relevant and meaningful to our colleagues?

  Yes

  No

  N/A

• Our the current periods reports being presented and displayed on the board?

  Yes

  No

  N/A

• In the "Customer have told us we need to improve" section, the action points are relevant to what the store can do themselves to improve service within their store?

  Yes

  No

  N/A

• Ask a store colleague to talk you through the action points to ensure that they are relevant, and that the points can be transferred to actions of the sales floor?

  Yes

  No

  N/A

• Ask a selection of Line Managers on the sales floor to describe what is on the Viewpoint Board and if they share the information with their teams through team huddles?

  Yes

  No

  N/A

• Ask a selection of Line Managers in the key service facing departments if they have their own specific Viewpoint action plan?

  Yes

  No

  N/A

Your Over all Thoughts and if agreed Feedback form the staff session.

• In your opinion after talking to the Management team and a selection of Colleagues, do you feel that the store has embraced the change. You can feel that things in the store our improving for staff and customers?

  Yes

  No

  N/A

• You and the Store Managers Benefits

• You and the Store Managers Opportunities that you would like to build into the January plan.