North Top 160 Recovery Programme

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

People

• FTE- is the store fully recruited/ all vacancies raised? (If not please add detail)

  Yes

  No

  N/A

• RPRPRT- is Rota tool being fully used? (Customer v Staff Levels, overtime to most productive, part time v full time mix)

  Yes

  No

  N/A

• HR- is there any known issues within the team? (Absence, conduct)

  Yes

  No

  N/A

• Performance Management- what activity is in place? (Staff detail and Stage in the process)

• My Performance- have all reviews been completed from previous month? (Clear expectations and actions agreed)

  Yes

  No

  N/A

• Support- is there documented Observations and Feedback to support the performance of team members? (Please include detail)

  Yes

  No

  N/A

• Training- have all the current house training been completed by all staff? (Is there planned MEE time planned)

  Yes

  No

  N/A

• Recognition- is the Best recognition being used to praise top performers and best people?<br>

  Off

  On

Customer

• Customer No1- is this in every brief, review and is performance management in place for consistent under performers?

  Yes

  No

  N/A

• Queue Management- is there a clear queue management system in place? (Planned in Briefs/ Rota tool, Concierge/pads being used, staff aware of the system in place, retainment of customers in store)

  Yes

  No

  N/A

• SFM- is this role in place to close/ support and control the sales floor? ( discount control, checking for multiple sales opportunities with staff, closing sales if needed, managing breaks etc.)<br>

  Yes

  No

  N/A

• NPS - is there clear visibility of target/ actual performance and actions in place? ( key activity based on lowest category, behaviours to change, individual performance highlighted)

  Yes

  No

  N/A

• NPS comments- are these being used and linked into staff/ store performance?

  Yes

  No

  N/A

• Mystery Shop- are these visible and actions in place to monitor EE way?

  Yes

  No

  N/A

Commercial

• Target board- is this upto date with relevant information including store and individuals performance? (All KPIs including Conversion)<br>

  Yes

  No

  N/A

• Opportunities- is the store looking into opportunities and Key Focuses to enhance performance? ( tablets, pre-post, sharers, MBB, star offers)

  Yes

  No

  N/A

• Staff Performance- do all staff have clear unit targets for all KPIs including key focuses? (Tablets, pre-post, sharer, star)

  Yes

  No

  N/A

• Staff Knowledge- do all the staff know the key propositions/ offers and are these being used with every customer every time?

  Yes

  No

  N/A

• Plans- has the store got a plan in place to execute key propositions and opportunity areas to ensure the store is over 2.5% Pay Monthly conversion & 12% total conversion?

  Yes

  No

  N/A

• Support- is the store using the 'store buddy' and other performing stores to find the best practice and quick wins?

  Yes

  No

  N/A

• Staff Knowledge- do all the staff know the key propositions/ offers and are these being used with every customer every time?

  Yes

  No

  N/A

• Chalkboard- is the message relevant, driving footfall?

  Yes

  No

  N/A

• Discount- is the RM Discount being utilised correctly?

  Yes

  No

  N/A

Operational

• Standards- is shopfloor to VM Guide and clean/ operational?

  Yes

  No

  N/A

• Standards- is back of house to company guidelines, clean and operational?

  Yes

  No

  N/A

• Tasks/ compliance- is this being planned and the activity being prioritised at the correct times?

  Yes

  No

  N/A

• Actions agreed with Store Manager

• Recommendations for RM