Showing we Care – Old Uniforms to benefit the Salvation Army

As Shakespeare once said “clothes maketh the man” and this is certainly true of the image we try to portray to our customers and members through our Co-op uniform. As advocates of our brand, it ensures customers know colleagues are part of the team and the community.

Taking pride in appearance is important to our store colleagues. At the Retail Support Centre we try to guarantee colleagues can access the right uniform at the right time, as we recognise the lasting impression a poor or incorrect uniform can give our customers and members.

All Change

Over the years we have seen many variations of the uniform, and with each new style we have stacked stock high to allow colleagues to access what they need, when they need it. This has left us with a massive amount of legacy stock that we have already paid for but can no longer use.

The launch of our new pioneer brand, and the move away from the Black and Green uniform, has given the Retail Loss and Costs team an opportunity to complete a full review of the stock we have, and we have identified 14 lines, over 2000 items, which are now surplus stock. This includes shirts, trousers, skirts and polos, some of which haven’t been part of our uniform for several years! These are all new, good quality items which, after a little bit of de-branding, can be put to good use elsewhere.

Showing we care by doing what matters most

Working in partnership with our uniform supplier Dimensions, and our own internal Customer and Community team, we have identified one of our many charity partners to help us distribute this surplus clothing to people who can make good use of it. And so after months of ground work, 84 boxes of clothing, nearly £20,000 of stock, have been distributed to help people in other areas of the country.

Our community partner, The Salvation Army, have distributed this stock to its many charity shops around the UK, allowing people to purchase a bargain and help a good cause in the process. The Salvation Army allows us to distribute on a wide scale whilst still supporting causes close to our Co-op heart – modern slavery, homelessness and people in poverty.

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It’s not always about saving money

Often the bearers of bad news, the Retail Loss and Costs team are not usually the ones to give money away! However, we are constantly working with other Retail Support Centre teams to ensure the best outcome is achieved for all our Colleagues, Customers and Members.

Being able to fix problems in the background allows the team to see things from a different perspective, and this is just one example where the result is absolutely not about saving money, but about doing what matters most for us all in a Simple, Meaningful and Sustainable way.

Sarah Bedwell, Retail Loss & Costs

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.

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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 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

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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.