Vic/Tas Supermarket Shrinkage Opportunities Review (Checkouts & Front of Store)

• Store Number:

• Store Name:

• State:

  WA

  SA/NT

  Vic/Tas

  NSW/ACT

  Qld

• Review completed by: by:

• Role of person completing review:

• What was the last inventory result?

  Respond Below

• Total Longlife (excluding Liquor)

• Groceries:

• General Merchandise:

• Perishables:

• Front of Store:

• Cigarettes & Tobacco:

• Liquor

• Store Managers name

• Group Manager Name

• Group Number

• Operations Managers Name:

• Zone:

  Select 11 (WA) 12 (WA) 21 (SA/NT) 22 (SA/NT) 31 (Vic/Tas) 32 (Vic/Tas) 33 (Vic/Tas) 34 (Vic/Tas) 35 (Vic/Tas) 36 (Vic/Tas) 41 (NSW/ACT) 42 (NSW/ACT) 43 (NSW/ACT) 44 (NSW/ACT) 45 (NSW/ACT) 46 (NSW/ACT) 51 (Qld) 52 (Qld) 53 (Qld) 54 (Qld) 55 (Qld)

  • 11 (WA)
  • 12 (WA)
  • 21 (SA/NT)
  • 22 (SA/NT)
  • 31 (Vic/Tas)
  • 32 (Vic/Tas)
  • 33 (Vic/Tas)
  • 34 (Vic/Tas)
  • 35 (Vic/Tas)
  • 36 (Vic/Tas)
  • 41 (NSW/ACT)
  • 42 (NSW/ACT)
  • 43 (NSW/ACT)
  • 44 (NSW/ACT)
  • 45 (NSW/ACT)
  • 46 (NSW/ACT)
  • 51 (Qld)
  • 52 (Qld)
  • 53 (Qld)
  • 54 (Qld)
  • 55 (Qld)

• BWS Area Managers name

• Review Commenced:

  Date

Front End Security

• 01. Are all unmanned registers secure with chain and trolley ?

  Yes

  Some, Not All

  No

• a. How many registers have been left signed on?

  0

  1

  2

  3

  4+

• Add a photo of the front end showing the registers are unsecured.

  Media

• Did you ask for the service team to remedy the situation or do so yourself?

  No

  Service Team Member

  Secured myself

• Name of person asked?

• Did they secure the registers as asked?

  Yes

  No

• Add a photo of the front end showing the registers are unsecured.

  Media

• Did you ask for the service team to remedy the situation or do so yourself?

  No

  Service Team Member

  Secured myself

• Name of person asked?

• Did they secure the registers as asked?

  Yes

  No

• 02. Are all unmanned registers signed off and secured?

  Yes

  Some, Not All

  No

• Did you ask for the service team to remedy the situation or do so yourself?

  No

  Service Team Member

  Secured myself

• Name of person asked?

• Did they secure the registers as asked?

  Yes

  No

• a. How many registers have been left signed on?

  0

  1

  2

  3

  4+

• Add a photo of the front end showing the registers are signed on.

  Media

• Did you ask for the service team to remedy the situation or do so yourself?

  No

  Service Team Member

  Secured myself

• Name of person asked?

• Did they secure the registers as asked?

  Yes

  No

• Add a photo of the front end showing the registers are signed on.

  Media

• 03. Are opened registers covering the following sections?<br>This is in line with our policy on order of opening checkouts and place to allow observation of risk areas from the checkouts.

  Respond Below

• a. Express Checkouts?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• b. Self Checkouts?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• c. With a view of the Health & Beauty Aisle?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• d. Next to Wanzel Gates?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• e. With a view of the Electrical Aisle?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• f. With a view of the Vitamin Section?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• g. With a view of the Confectionary Aisle?

  Yes

  No

  I:nsufficient Register Operators

  Not Applicable

• For more information please refer to: Storenet / 02. Store Services / 10. Loss Prevention / 02. Front end Security
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-MWJ2NnU5TnN3OEU/view?usp=sharing

• Find a discreet location outside the front of the store where you can observe the actions of the service team.

• 04. Observer at least three (3) cashiers for the following actions?

Cashier

• Name of Cashier

• Time of observation:

  Date

• Type of Register

  Express Register

  Main (Full) Register

  Self Checkouts

  Cigarette Kiosk

• During the observation period, how many customers did they fail to politely asked, "Do you have any outside bags or parcels to be checked?"

  0

  1 to 2

  3 to 4

  5 to 6

  7+

• 05. Are staff exiting via a manned register?

  Yes

  Yes & No

  No

  Not observed

• Observed Team Member

Team Member

• Name of Team Member

• Did they offer any bags for inspection?

  Yes

  No

  No bags to view

• Name of Cashier inspecting bag.

• Were they approached by a team member and ask politely ask, "Do you have any outside bags or parcels to be checked?"

  Yes

  No

• Name of team member making approach?

• Observed Team Member

Team Member

• Name of Team Member

• Did they offer any bags for inspection?

  Yes

  No

  No bags to view

• Name of Cashier inspecting bag.

• Were they approached by a team member and ask politely ask, "Do you have any outside bags or parcels to be checked?"

  Yes

  No

  No bags to view

• Name of team member making approach?

Self Checkouts (SCO)

• 06. Does the store have a bank of Self Checkouts

  Yes

  No

• a. Is SCO attendant manouvering around the SCO area in a figure 8 motion in line with the New Training pack launched in November 2014?

  Yes

  No

• What is the attendendant doing?

• b. Is SCO attendant engaging with customers?

  Yes

  No

• What behaviours is the SCO attendant exhibiting?

• c.. Does SCO attendant politely ask the customers, "Do you have any outside bags or parcels to be checked?"

  Yes

  No

• What behaviours were observed in relation to bag checking?

• d. Is the SCO attendant checking trolleys and prams for items that may not have been scanned through the SCO register?

  Yes

  No

• What behavours were observed in relation to checking of trolleys and prams?

• e. Does SCO attendant monitor the register screen transactions to identify mis-scanning?

  Yes

  No

• What behaviours did you observe in relation to monitoring of items being scanned?

• f. Has SCO attendant completed the updated training in SCO theft and fraud risks rolled out in November 2014?

  Yes

  No

• Name of SCO Attendant checked for training sign off.

• For more information please refer to: StoreNet / 02. Store Services / 02. Customer Service / 14. How to be a successful Self Chechout Out Attendant.
  https://docs.google.com/a/woolworths.com.au/document/d/1w5Q8PExrhXEcsRkh9mHpZx9g2OvktofT9ZiIsArhM8s/edit

• g. Check CCTV Footage from the previous evening. Was the Self Checkout Area Left unattended?

  No

  Yes

• What did you observe?

• What time did you observe the SCO area left unattended on the CCTV footage?

  Date

• h. Are the queue management straps (rolled out between December 2014 & February 2015) set up to encourage customers to queue against service desk keeping area between registers and aisles free for customer flow?

  Yes

  No

• Why not?

  Yes

  No

  N/A

• For information on which stores were getting extra Queue management straps, set up suggestions and signage use the below link
  https://drive.google.com/a/woolworths.com.au/folderview?id=0B0bc8HYepU0yQnJXQVFpSjBKMHc&usp=sharing

• For more information please refer to: Storenet / 02. Store Services / 10. Loss Prevention / 02. Front end Security
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-MWJ2NnU5TnN3OEU/view?usp=sharing

Service Desk/Cigarette Kiosk

• 07. Is security reserve locked and keys secure?

  Yes

  No

  Locks are damaged

• What is the explanation for this breach given by the Customer Service Team Leader or Supervisor ?

• Name of Supervisor or Customer Service Team Leader?

• Has a job been logged with EMS for the relevant repairs?

  Yes

  No

• What is the reason for the job not being logged?

• Date job has been logged?

  Date

• What is the EMS job number?

• 08. Are under counter/draws security storage areas locked at all times?

  Yes

  No

  Locks are damaged

• What is the explanation for this breach given by the Customer Service Team Leader or Supervisor ?

• Name of Supervisor or Customer Service Team Leader?

• Has a job been logged with EMS for the relevant repairs?

  Yes

  No

• What is the reason for the job not being logged?

• Date job has been logged?

  Date

• What is the EMS job number?

• 09. Is daily AutoStockR routine & Weekly PI Verification occurring? (including Cigarettes)

  Yes

  No

• What explanation was given for the AutoStockR routines and/or Weekly PI Verification not to occur as scheduled?

• 10. Are SOH discrepancies being investigated as a result of the gap scan process?

  Yes

  No

• What reason was given for SOH discrepancies not being investigated?

• 11. Are security loads checked and warehouse claims raised within 24 hours?

  Yes

  No

• 12. Is Service desk area clear of bulk cigarettes?

  Yes

  No

• Yes

  No

  N/A

• How many cartons were observed in the kiosk at any point of time?

  0

  1

  2

  3

  4+

• Were the bulk cigarettes left unattended at any point of time?

  No

  Yes

• What was the reason for the bulk cigarettes being left unattended?

• 13. Check CCTV for footage of the service desk with corresponding with Cigarette Deliveries for bulk cigarettes being processed at the service desk?

Cigarette Load

• What date and time was the load being worked?

  Date

• What was the most amount cartons from the delivery were observed in the kiosk at any point of time?

  0

  1

  2

  3

  4+

• Were the bulk cigarettes left unattended at any point of time?

  No

  Yes

• What was the reason for the bulk cigarettes being left unattended?

• For more information please refer to: Storenet / 01. Stock Management / 13. AutoStockR / 03. AutoStockR Routines / AutoStockR Cigarette Routine.
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-b05tUXgzZzlnSG8/view?usp=sharing

Cash Control / Refunds / Saved Transactions

• 14. Ask at least three cashiers "What is the STATE POLICY" for register draw limits set by Claire Lauber in 2012?

Cashier

• a. What is the maximum register draw limit in Victoria & Tasmania. (including change)

  Select $500 $600 $700 $800 $900 $1,000 $1,200 $1,300 $1,400 $1,500 $1,600 $1,700 $1,800 $1,900, $2,000 $2,100 $2,200 $2,300 $2,400 $2,500

  • $500
  • $600
  • $700
  • $800
  • $900
  • $1,000
  • $1,200
  • $1,300
  • $1,400
  • $1,500
  • $1,600
  • $1,700
  • $1,800
  • $1,900,
  • $2,000
  • $2,100
  • $2,200
  • $2,300
  • $2,400
  • $2,500

• This is correct. State Manager, Claire Lauber set a State Policy of $1200 (including coin) which is lower than the National Policy.

• This is incorrect. State Manager, Claire Lauber set a State Policy of $1200 (including coin) which is lower than the National Policy.

• b. When should a spot check be carried out on a register?

  Select Before a new operator commences a shift After a operator ceases their shift When there is a change dispute with a customer When ever you feel like it End of the day

  • Before a new operator commences a shift
  • After a operator ceases their shift
  • When there is a change dispute with a customer
  • When ever you feel like it
  • End of the day

• 15. Are all registers used prior to using multiple operators ? (Check the operator performance report)

  Yes

  No

• What reason is given for not using this method of cash control?

• For more information please refer to: StoreNet / 02. Store Services / 03. funds Management / 02. Service Tasks / 05. Continuuous Floats and Lane Accountability
  https://docs.google.com/a/woolworths.com.au/document/d/1X3v4EI9LiPRD_l4WCaK0Hq8ND43xdAFzKN4XB1XVNmw/edit?usp=sharing

• 16. Are all recalled / unsaved transactions investigated on a daily basis?

  Yes

  No

• a. What happened to the stock?

• a. Why Not?

• b. What happened to the stock?

• For more information please refer to: StoreNet / 02. Store Services / 15. Reports / Service / 08. Unrecalled Saved Transaction Report
  https://docs.google.com/a/woolworths.com.au/document/d/1gCU1ErpxewwtBsBp5MGIWaDIpCF66GetYK7VGhWBD58/edit?usp=sharing

• 17. Is the refund report reviewed daily and investigated?

  Yes

  No

• a. Why Not?

• b. What is the total Refund Amount Year to Date?

• c. What is the total Void Amount Year to Date?

• a. What is the total Refund Amount Year to Date?

• b. What is the total Void Amount Year to Date?

• For more information please refer to: StoreNet / 02. Store Services / 15. Reports / Service / 01. Refund Report
  https://docs.google.com/a/woolworths.com.au/document/d/1gCU1ErpxewwtBsBp5MGIWaDIpCF66GetYK7VGhWBD58/edit?usp=sharing

• 18. Are customer details being captured/ recorded on all "no receipt"refunds over $15?<br> Check the electronic journal. (Search refunds. Then search tender type EFT. Then search Text "Customer ID")

  Yes

  No

• a. What reason is given for not recording customer details when issuing a Customer Returns Card?

• b. What did the Data Mining report show?

• For more information please refer to: StoreNet / 02. Store Services / 02. Customer Service / 06. Refunds and Exchanges
  https://docs.google.com/a/woolworths.com.au/document/d/1gCU1ErpxewwtBsBp5MGIWaDIpCF66GetYK7VGhWBD58/edit?usp=sharing

Telecommunications / Gift Cards / Services

• 19. Are all mobile phones and handsets including security reserve stock within date code and on range?

  Yes

  No

• a. Why Not?

• For more information please refer to: StoreNet / 02. Store Services / 04. Services / 09. Telecommunications / 02. Mobile Phones and Start Up Kits
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-WWk0UDh1a0pNNXM/view?usp=sharing

• 20. Are telecommunication customers returns handled as per policy?

  Yes

  No

• a. Why Not?

• For more information please refer to: StoreNet / 02. Store Services / 04. Services / 09. Telecommunications / Mobile Phones Refund Procedures
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-WWk0UDh1a0pNNXM/view?usp=sharing

• 21. Are Epay vouchers and Gift Cards returns managed as per policy?

  Yes

  No

• a. Why Not?

• For more information please refer to: StoreNet / 02. Store Services / 01. Administration / 10. Gift Cards / Gift Card Errors - Refund PoS Process
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-WWk0UDh1a0pNNXM/view?usp=sharing

• 22. Are carpet cleaning customer returns managed correctly?

  Yes

  No

• a. Why Not?

• For more information please refer to: StoreNet / 02. Store Services / 04. Services / 01. Online Britex Rug Doctor Hire Process
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-MnN0MWxyeHJzWEE/view?usp=sharing

Product Integrity

• 23. Are check stand stocks rotated and in code?

  No Rotation Issues Identified

  Some Minor Rotation Issues Identified

  Significant Rotation Issues Identified

• a. What process is the store putting in place to ensure this is rectified?

• 24. Are drinks fridges rotated and in code?

  No Rotation Issues Identified

  Some Minor Rotation Issues Identified

  Significant Rotation Issues Identified

• a. What process is the store putting in place to ensure this is rectified?

• For more information please refer to: StoreNet / 08. Administration / 04. Shrinkage and Loss Prevention / Long - Short Life Rotation Check Calendar.....
  https://drive.google.com/a/woolworths.com.au/folderview?id=0B2B9_yZinGw_dUZBZ3RMWl9Ua00&usp=drive_web

• For more information please refer to: StoreNet / 01. Stock Management / 06. Inventory Management / 02. Markdowns, Clearance and Dumps / 03. Date Code Checks
  https://drive.google.com/a/woolworths.com.au/folderview?id=0B2B9_yZinGw_dUZBZ3RMWl9Ua00&usp=drive_web

• 25. Are service teams aware of return to shelf products? (Ask at least 3 cashiers)

Service Team Member

• For more infromation please refer to: StoreNet / 02. Store Services / 11. Compliance / 02 Customer Returned Product
  https://docs.google.com/a/woolworths.com.au/document/d/1-6N3_JqJY4kZprHTXZu3FXhuWBxy1jkWbDyqIHI0ynM/edit?usp=sharing

• For more information please refer to: StoreNet / 02. Store Services / 02. Customer Service / 06. Refunds and Exchanges
  https://docs.google.com/a/woolworths.com.au/document/d/1gCU1ErpxewwtBsBp5MGIWaDIpCF66GetYK7VGhWBD58/edit?usp=sharing

• Name of Service Team Member

• Pre-pack refrigerated product is returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• Frozen perishable product is returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• Product served over the counter to a customer(eg. items from the Serviced Delicatessen).<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• ‘Self Serve’ products that are bagged or wrapped by the customer, eg. loose bread rolls, mushrooms, fresh produce, bulk nuts, bulk confectionary, etc. Is returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• Non-refrigerated pre-packed items, including confectionary is returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• Canned items and liquor is returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

• Baby Nappies are returned.<br><br>What action should be taken?<br>a. Product must be dumped<br>b. Product must be inspected for evidence of tampering such as packets with broken seals, tags, pull rings, etc. If evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Zone Investigation using the instore Complaint eform. Other wise stock can be returned to shelf<br>c. Product must be checked for evidence of tampering or leaking. If evidence of tampering is found or suspected the item must be dumped<br>d. Product must be thoroughly inspected for any signs of damage or tampering. If any evidence of tampering is found or suspected the item must be placed on hold and reported to Prevention Specialist Food Safety and Loss Prevention using the instore Complaint eform. Other wise stock can be returned to shelf<br>

  a

  b

  c

  d

• Correct

• Incorrect

EAS (Electronic Article Surveilance)

• 26. Is daily check completed on EAS antennas?

  Yes

  No

• a. Why Not?

• Add a photo of the Daily Check Log.

  Media

• Complete a check of the EAS antennas yourself. Does your test match the Daily Check Log

  Yes

  No

• What did discrepancies were found?

• 27. Is daily check completed on register deactivates using the DV1000? (A complete system check)

  Yes

  No

• a. Why Not?

• Add a photo of the Daily Check Log.

  Media

• Complete a check of the EAS deactivators yourself. Does your test match the Daily Check Log

  Yes

  No

• What did discrepancies were found?

• 28. Are staff using correct response to EAS alarms?

  All alarms responded to correctly

  Some, but not all alarms responded to correctly

  Alarms NOT being responded to correctly

• a. What process is the store putting in place to ensure this is rectified?

Red Cash Loss Book

• 29. Is Customer Service Team Leader & Store Management utilising the RED cash / loss record book? (View Book)

  Yes

  No

• a. What process is the store putting in place to ensure this is rectified?

• For more information please refer to: Storenet / 02. Store Services / 10. Loss Prevention / 02. Front end Security
  https://drive.google.com/a/woolworths.com.au/file/d/0B6aRFAPkVni-MWJ2NnU5TnN3OEU/view?usp=sharing

Action plan - discuss findings with manager on duty and organise time for debrief with Group Manager & Store MAnager within next 7 days

• Notes regarding Action Plan

• Action plan to be returned by

  Date

• Notes:

• Report completed on:

  Date

• Manager on duty signature

  Sign

• Name of signee.