How we’re simplifying crime reporting

In their recently published annual crime survey, The British Retail Consortium (BRC) reported that retail crime is at an all-time high having risen by 6% against 2016 to a staggering £700m.  The number of violent incidents has also seen a huge increase and reflects a growing concern in society around the challenges facing the retail industry in the UK.

When crime and security incidents occur in our stores it’s really important that every incident is logged. This enables our Retail Support Centre teams to monitor and analyse crime data and ultimately drive the actions and changes that help to keep our colleagues safe. The safety of our colleagues is always a priority, and we’ve listened to store colleague’s feedback on the existing reporting process – one of the biggest concerns our colleagues have raised is how time consuming it is for stores to report security incidents. Unfortunately this often leads to only a small number of incidents being reported, especially if it is relatively low value theft.

A Mobile Solution

Kingdom 1We’ve listened hard and based on this feedback we have been working with Kingdom to develop an app that will make this much easier for store teams to log minor security incidents. It’s stressful enough for our colleagues when they have to deal with incidents in store, so anything that can simplify the crime reporting process for our colleagues is hugely beneficial for our coop.

We recently released Kingdom Konnect – an app that give stores an easy and simple way to log incidents on their mobile devices. So after an incident, instead of having to go back into the office and log on to the PC, colleagues can now complete security incident reports on the go – whether it’s on the shop floor, at the kiosk, or in the warehouse. The app gives our colleagues a quick and easy way to log minor shoplifting and anti-social behaviour incidents – and it takes less than a minute to do. Many colleagues are already using the app, and we’ve heard some great feedback so far

“This is amazing! It’s easy to use and no excuse not to report crime….”

Liam, Cambridge

“It’s really brilliant to use – Everyone is using it. Logging incidents is much quicker than before. The ease of it is that it’s in your pocket so you can use it as soon as an incident happens”

Ian, Dunscroft

“It’s so much easier than logging it on the back office”

Hannah, Somerton

The information logged via the app is vital, as it allows us to gather greater insight and understanding of crime in our stores. Having access to this information in turn helps support centre teams make the right decisions for colleague safety and allows us to react with resource where needed.

Guard
Jamaal, our Guard at Butcher Hill has been using the new App

All stores will be given access when store tablets launch later this year, however we know from listening to colleagues that they welcome the opportunity to use their own devices in the meantime. So, if colleagues choose to, they can download and access from personal devices (Colleagues should see week 9’s Bulletin for info) . We’ve seen a fantastic number of colleagues starting to use it already. This is a great step forward in simplifying crime reporting for our stores, but we haven’t finished yet. Later in 2018, we have plans to introduce an all-encompassing Health and Safety system that will be accessible from our store mobile devices which will bring further improvements to help us support the safety of our colleagues in store.

‘How Do I?’ The Story So Far

I’m Marc and I’ve been with the Co-op now for over 9 years working my way from Customer Team Member to a Team Manager. For the past 6 months I’ve been working on the ‘How Do I?’ site with 5 colleagues from stores – rewriting policies to replace the old CITRUS ones. In November the site launched to all stores, and since then the site has had over 250,000 page views and our store colleagues have shared over 600 pieces of feedback.

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Actioning the feedback

With each piece of feedback we always look at ways we can try and improve the site to make it easier for colleagues to use and understand. Whether that be from making a certain process easier to follow, or adding in links to related content so that it takes less time to find what you’re looking for. We’re continuously fine-tuning things to make it as easy and straightforward to use as possible.

The more feedback we get, the better we can make ‘How Do I’. There is the option on every page to send in feedback including any issues with finding content on the site. So if you search for something and it’s not immediately clear where it is, changes can be to make it easier to find.

Taking the bad with the good

Obviously it’s not always rainbows and butterflies – as much as it’s great to hear how colleagues are really enjoying using the site, it’s great getting feedback on any opportunities or challenges too. We encourage all colleagues to share any feedback, no matter how minor, as even if it’s only a small change, there’s likely to be someone else who might be thinking the same. It’s this feedback that drives the improvements that are continuously being made – such as adding keywords that have been searched and improving the search engines priorities.

What’s next?

The ‘How Do I’ homepage has just been improved, so it’s now clearer to see what policies have been recently updated. You can not only see what the policies are but also a description of what has changed – so there’s no need to search through the page to find the change. This year there are plans to look at making ‘How Do I’ available on own devices so you’ll be able to use the site whenever you need to, not limiting the site to just on a computer. If you haven’t already, why not go and give it a look yourself!

Marc Kurucz

Team Manager, Petrol Marple

 

 

Approaching Risk Collaboratively

Risk Team

For the Food Risk Team, keeping our stores safe for our colleagues and customers is our number one priority, and through 2018 we will be taking a more collaborative approach to look at how we can improve store operations.

A New Approach

The food business has invested a great deal to re-invigorate our approach to risk, and key to this is establishing a dedicated Food Risk team within the Retail Support Centre. For a long time Risk has been a Group function, but we believe that stores deserve a front line risk support team who are in touch and engaged with our food stores, and can act as a first-line support.

Bringing in Experience

The new team brings together experienced risk colleagues into the Food support centre to support stores. Our team of 24 Food Risk Support Officers (FRSOs) will bring with them a huge amount of experience and working within food they will be closely aligned to our stores with one clear objective – to make our stores safer for colleagues and customers.

What Stores will see

From 4th February the FRSOs will be embarking on a series of operational assessments which will run through 2018. But where previous audits have been focused on spot-checks and reactively supporting stores after incidents, our new approach will be more collaborative. For each assessment, the team will be spending around 6 hours in your store – looking at all elements of store operations and operational compliance. We’ll be looking at processes that we have never reviewed before, and by spending more time in stores and speaking first-hand to colleagues and store teams we will have a great opportunity to identify where processes aren’t working, and to speak to colleagues on the front line to get their insight on how things can be improved and simplified.

Benefits for stores

This is also a great opportunity for our store colleagues to speak to the team and give your feedback and insight on how we can improve things. We will be using the data and insight we gather during the assessments to feed in to the Retail Support Centre to drive the changes, improvements and opportunities that will make your stores simpler and safer for colleagues, customers and members.  The Team are really excited about this can’t wait to get out to meet you.

How we improved service in 2017

In 2017, the Retail Support Centre re-launched with a clear aim of improving service by simplifying the work we do – to bring the Co-op difference to life. Since then teams across the Retail Support Centre have been listening to stores more than ever, to get to the heart of how we can improve the service we give to stores. More than ever, in the past 12 months the feedback of our store colleagues has been essential in shaping the improvements we have made.

Supporting Store Services

Across store services we have seen some great improvements. We allocated over 5,700 additional hours for Hermes over Christmas – helping stores handle the 250,000 parcels that came through during the festive period. This earned just under £200k in income in December alone. We also got better at communicating this, by sending weekly updates which as a result of feedback from stores will now become a permanent monthly cascade.

We have supported in promoting the benefits of having great availability in scratchcards and stores have responded seeing an increase of 4% across the estate.

In response to great demand from stores & the communities we serve, we installed Costa machines in to 12 stores in December – outside of the acquisition and refit programme – so far generating over £11k in sales, with more stores planned in 2018.

We’ve had some great feedback about improved ATM availability over Christmas, and have supported 12 stores in introducing an ATM to support the community where there has been local bank closures – leading to £12k in commission in Q4!

Simplifying Communications

At the heart of improving service to stores is reducing complexity. Communications is a key area where we have been working hard to simplify. We have reviewed how we communicate, and the Food Internal Comms team and the RSC have been working more closely together to simplify messages to stores as well as stopping ‘Illegal’ messaging. We’ve created a new comms process and shared it with the business to ensure all messages are either planned of agreed before they’re sent to stores.

We have reduced comms messaging to stores by 10%, with an additional 40% reduction in messages sent on Fridays and Saturdays. We have also challenged back to the business around incorrect messages which has helped us reduce the number of ‘apology’ messages by 75%.

We have additional work to do in ensuring quality of submissions from the business to the Comms team and activity is already underway to coach and support colleagues across the business to improve how we communicate. Going in to 2018, the comms team will be collaborating with Colleague Insight team to carry out a full review of a store inbox to see what they receive in a week and from who, to look at more ways we can reduce the volume of comms stores receive.

Better Operational Service

On the OSS desk, call volumes have decreased by a massive 20% in 2017 from 208,000 to 166,000,  with the launch of ‘How Do I’ playing an important role in ensuring colleagues have the information they need when they need it. Additionally we are getting better at answering the phone quickly, with 70 % of calls now being answered in under 30 seconds, and we’ve had some great feedback from stores:

“I love the email function to OSS”

“The improvement in OSS in the past 12 months has been unbelievable, from the speed they answer calls to the knowledge of the operators, which has seen massive improvements”

We’re Listening more than ever

Blog image

We’ve been listening more, and the Colleague Insight team is building on the work done previously by Listen Act and Fix to develop more ways for us to listen to the colleague voice. We held the first RSC ‘Hackathon’ in October, as well as co-ordinating Store Manager Listening groups. To help give colleagues a forum to share ideas we’ve rebuilt our Intranet page and set up the colleagueinsight@coop.co.uk email address, where colleagues can send us ideas on how we can simplify store operations.

We know we have a lot more to do in 2018, and colelague insight and feedback will be at the centre of the way we support stores, improve service and deliver change in 2018. The Colleague Insight team will be building on the groundwork set by Listen, Act and Fix to provide more detailed insights into what matters most to our colleagues, and will be collaborating closely with teams from throughout the Retail Support Centre to ensure colleagues feel supported and that their voice is listened to.

Bringing digital skills and thinking into Leading the Way

We know that store colleagues can sometimes find it difficult to get the information they need to do their jobs. Whether it’s hiring a team member or loading a bakery price gun, it’s taking valuable time out of the day and making things generally harder than they need to be.

So we’ve formed a team in Co-op Digital, working with colleagues in Food, to build a new digital product to solve the problem. It’s all part of our ‘Leading the Way’ programme. This product has a working title at the moment, of ‘How to do things in Food stores’. (Got a better name? Answers on a postcard, no citrus fruits please…)

Making things easier to find and understand

First of all we’re taking content from Citrus, the intranet, and anywhere else we can find it, about how to do things in a store, and we’re putting it all in one place. We want our information to be easy to locate with a navigation structure that reflects how store colleagues think about things, and to make searching easier.

We know that Citrus’ search doesn’t work. We also know that our colleagues in store (along with millions across the world) are using Google to find things out in their day-to-day lives. So we want to build something for the Co-op that meets those expectations and does the job it needs to do.

But we’re also making our content easy to read and understand, when it hasn’t always been that way in the past. This is important for everyone: for colleagues who have been with us for over 20 years, as well as for colleagues who might be new, or have English as a second language.

Building digital skills and thinking

As well as building a product, we’re helping to bring digital skills and thinking into Leading the Way. What do we mean by that? Well, a few things…

Working in multidisciplinary teams

Often, companies are organised into functions – marketing, operations, IT. Those teams sit together in their functions, and interact with other functional departments in working groups or steering groups or other groups.

photograph showing part of our multidisciplinary team around a whiteboard.

At Co-op Digital, we work in cross-functional teams every day. Rather than having a team of software developers and a team of designers, each team is a product team made up of lots of different roles. We have an interaction designer, a user researcher, a content designer, a delivery manager, a product manager, and a few software developers too. We all work together and use our expertise in different areas to work quickly. No more waiting for the weekly meeting to find out that something isn’t technically possible, or that a user told us that something didn’t make sense. And we’re collaborating closely with our colleagues in Food – we have 5 colleagues from stores helping us to write content, and a subject-matter expert who is running the workstream, too.

Putting users first

photograph of our work on a white board. main message says: how to do things in Food store. Start with user needs.

The users of the product are more important than the people building it or the business. Those users could be anyone, but in this situation, we think it’s primarily colleagues in stores, and colleagues who work at OSS. We want to learn about how this fits into a user’s life, and what their needs are. For example, we know that a lot of our policy content is quite long at the moment – and we think that really, colleagues go to look up a policy or a procedure when they want to do something. That means we want to give you the information you need at the point you need it – not to have to trawl through lots of irrelevant words.

We’ve seen this kind of thinking in action all the way across Leading the Way, and the way the test and trial process works means that all ideas are getting tested by users before they’re implemented across all stores.

Short feedback loops

Those users I just mentioned…well, in this instance, that’s you: colleagues in stores. We go out into stores often and show colleagues what we’re doing. Usually we’ll show 5 colleagues what we’re working on every 2 weeks. We’ll sit down with a colleague, show them what we’re working on, and ask open-ended questions about what they’re seeing on screen.

photograph from one of our show and tells.

Getting that frequent feedback means we can improve what we’re doing. If no one can find the search box when we show them the website, we can move it, and make sure it is easier to find next time.

What’s next

We’ve given the web address to about 5 stores so far, but there’s not much content on there yet. When we have some more, we’ll be sharing it with more stores. We’ll keep on talking to people in stores across the country to get feedback and insight. It’s been brilliant to meet so many people in stores so far, and we’re looking forward to delivering something that makes life easier for our colleagues.

Anna Goss
Product Lead