RTV-Status Report &Plan Store 7117

RTV2.0Status Report, Plan & Vision StatementStore 7117SCOPE Analysis &Comprehensive Action PlanCAP 2014

What Is 2.0? Substantial Rethink of the spectrum of RTV associated processes to ensure conformance on SOP

How?Analyze every process in RTV spectrum threadbareRethink on how it can be done better(SCOPE analysis)Identify the resources needed and stakeholders involvedDiscuss and Plan(CAP)ActionReview

OVERVIEW In this brief presentation we will look at the current status and challenges in the following areas as well as a plan for reaching the desired goal-Vision/Objective RTV ProcessesEquipment MaintenanceHAZMAT/HHMWaste ManagementReceiving ProcessesLearning & Advancement

RTV ROLE- Average Time Spent on a 40 hr week

SCOPE Analysis & CAP Utilized the SCOPE analysis technique to outlay the plan and Vision for future of RTV and associated processes in 7117

Status, Challenge, Opportunity, Plan, Execute- will be the limbs of SCOPE

Based on the analysis a Comprehensive Action plan will be devised for all associated processes

SCOPE & CAP Wheel

RTV ProcessesOriginStatus: Arguably, the most nebulous topic in the entire value chain. Still not clear if the special services understands the full import of all the available dispositions. Descriptions of problems have been vague at instances. Floor damaged product is RTVd many times instead of the write-off process. No clear picture on damage allowance vendors. Date Codes / Bath tubs/ Snow blowers etc. to be discussed Special Order returns and BORIS process SOPs are not strictly adhered to at the SS desk and RTV end.

RTV ProcessesChallenge: RTV loses the tools for effective processing of RG claims. High write-off costs due to rejection of credit. Abuse of the system by unscrupulous customersLoss of productivity at RTV/ Sales floor in chasing after issues arising from lack of robust vetting process at the returns deskRevenue loss due to replacing abused equipment with new equipment real double whammy

RTV ProcessesOpportunity: Big opportunity to ensure robust vetting processes are followed @ returns desk More to be discussed on the learning and advancement section for interaction with SS deskCould see a reduction in write-offs, improvement in store appearance , in stock and better customer service if implemented in the right spirit

RTV ProcessesRTV Item verification, Separating defective and non defective merchandizeStatus: Current strategy is to leave the product which was RTVd in shopping carts or flat decks in the receiving area. Its also been observed that sometimes the closing cashiers leave the product at mouth of receiving/ sales floor if there are obstructions to their way in to receiving. This is usually more frequent after the weekend /long holidays when RTV is not open.Items verifications done daily. 4 day waiting period for missing items.

RTV Processes Moderately organized cage for sorting items by department. Separate bay for MET service vendor items. Oversized items still stored in RTV Cage extension. Cage extension was cleaned however challenges remain. Some coordination exists with D28, D29, Tool rental for storing oversized items in respective departments for the interest of loss/damage prevention. Parts order process in place for addressing missing parts issues.

RTV ProcessesRTV Item verification, Separating defective and non defective merchandizeChallenge: Potential to lose/damage merchandize. Merchandize inadvertently placed on the sales floor by associates. Examples of high value and high theft items lost on the floor. Merchandize placed on floor and later retained by other associatesHaving RTVd items on sales floor affects store appearance.

RTV ProcessesRTV Item verification, Separating defective and non defective merchandizeOpportunity:Significant opportunity exists in improving the process of transporting defective merchandize from special services through the sales floor to RTV area.Invest in more meaningful interaction with the DSs and associates on handling RTVd merchandizeFurther opportunities to be explored

RTV ProcessesVendor interaction to ensure inspection and credit Status: Have maintained contact with most of the vendors. Mostly quick response and decent level of service overall.Challenge: Some vendor contacts are outdated in the system. Lack of accessible information on Vendor buying Agreements for proper vetting on vendor interactionOpportunity: Building deeper relations with all vendor reps to ensure faster processing of credits and returns/buybacks/customer issues

RTV ProcessesMET interfaceStatus: Weekly 2 hrs of MET Visits currently. Good Coordination with MET on issues. Separate MET service bay in CAGE. Buyback management still not systematicChallenge: Buyback Management need to be streamlined. Opportunity: Buyback Management can be organized in discussion with MET for better results

RTV ProcessesBuyback ManagementStatus: Coordination with MET/CR on buyback is insufficient. Lack of communication protocols with Store management on CR schedules and activities Challenge: Building communication channels with MET and CR to ensure timely completion of buybacks and ensuring loss preventionOpportunity: Building robust communication stream with all stake holders in buyback management

RTV ProcessesOperational Performance RTV CAGEStatus: Filing standards in action for all the OPR metrics, Manager Destroys need to be performed daily. Tag deletion reports to be discussed with LPT Challenge: Availability and support of management of Manager destroys, buyback managementOpportunity: Tremendous opportunity for improving loss prevention and write-off prevention-improving the bottom line /operational losses

RTV ProcessesCage Integrity and Loss PreventionStatus: Cage is locked outside of operational hours, challenges remain. Need better coordination with all stakeholders on loss prevention.

Challenge: Conformation on SOP on CAGE access. Lack of awareness on loss prevention

Opportunity: Tremendous opportunity on improving awareness on Cage integrity and Loss Prevention

Equipment MaintenanceDaily ChecklistsStatus: Checklists being done by the opening receiving/RTV associate M-F to a reasonable degree of detail. Problems being noted and reported on a daily basis. No stakeholders for the process on weekends and stat holidays when receiving is closed.Challenge: Some degree of training required for the RTV/opening receiver on equipment checklists. More stakeholders needed for operational continuity

Equipment MaintenanceOpportunity: To have more stakeholders for the process . Excellent opportunity to build safety awareness in the team with regards to equipment operation.

Equipment MaintenanceInteraction with Service providersStatus: Healthy relations with all service providers like Johnston Equipment ,West Mat etc. Turn around times have been acceptable and quality of service is good. Need to set up the system for equipment service records.Challenge: There have been many service calls in the recent months. Aging equipment is necessitating frequent services. However proper maintenance and operation can help in reducing overall maintenance costs.

Equipment MaintenanceOpportunity: To work with all stakeholders to constitute best practices for in store equipment maintenance and operation. Create an equipment maintenance committee to ensure operational continuity

Equipment Maintenance Lock out/Tag out station maintenanceStatus: Lockout station established at the mouth of receiving. Training on lockout procedures pendingChallenge: Lack of filing and record maintenance in lockout processes. Need Supplies. Training on lockout needed for receiving/RTV.Opportunity: Scope for improving preventive maintenance capacity for equipment for which receiving is in charge of maintenance

HAZMAT/HHMCentral Storage Area MaintenanceStatus: Reasonably organized CSA in receiving per S.O.P

Hazmat/HHM Distinct Yellow, Red and Black zones. Drums for Aerosols and Paints. Flammable cabinet with all signage. Need better arrangement for fluorescent tubes. Stocked Spill Kit and Fire extinguisher available. PPE supplies availableChallenge: Training required for associates to process a proper disposal practice for HAZMAT. Dumping has reduced however not fully eliminated.

Hazmat/HHMOpportunity: Tremendous opportunity for training in proper disposal processes. Constant training and support is the key. Will help improve the overall safety awareness and work culture in the store. Hands on training sessions. Role play acts. Discussion points in Health and Safety Committee. Designated HHM Associate Program to enable transition. Conformance on records maintenance S.O.P

Hazmat/HHMHAZMAT SuppliesStatus: Reasonably well stocked on supplies .Liners not available yet.Challenge: Proper storage needs to be created for HAZMAT supplies. Damage caused to buckets due to lack of linersOpportunity: Reduction in operational expenditure by judicious use of supplies and compliance with S.O.P ensuring ZERO WASTE

Hazmat/HHMHAZMAT AUDITSStatus: HHM audits conducted weekly by the RTV Associate. Issues are discussed with OPS Manager as and when need arises

Challenge: Availability of Ops Manager while doing the weekly audits

Opportunity: Availability of Ops Manager for audits will ensure compliance on SOP and discussion on ideas for improvement

Hazmat/HHMHAZMAT Cycle/Off cycle Clean upStatus: 3 clean ups have been conducted in the last 4 months of which 2 were off cycle clean ups

Challenge: Frequency of clean ups higher because of large volume of HAZMAT disposals

Opportunity: Improving the disposal scene by building awareness on HAZMAT handling

Waste ManagementGarbage Compactor/Cardboard Bailer MaintenanceStatus: Limited oversight on waste disposal in compactor and bailer. Violations are frequent. Need conformance on non disposal of Hazmat items by all departments in compactor. More people need to be trained to make a bailChallenge: Training on SOP in waste management neededOpportunity: To develop systems to reduce waste and thereby reduce the hauling costs for waste/ enable efficient recycling of cardboard

Waste ManagementInteraction with service providersStatus: Any service issues dealt with FIX-IT. Usually fast response time and good service. However Compactor Turn around Times a concernChallenge: Availability of an ASM to do FIX-IT requests. Compactor bin pick upOpportunity: Build awareness in to having a culture of preventive maintenance and efficient service management. Improving Compactor bin turn around times

Receiving ProcessesC3 Management-X dock Live/Day Drop, IDC, Vendor TrucksCourier Freight ManagementMET/CR FreightRGR/DGR/Special Order PaperworkFreight Staging and Receiving area clean up

Discussions on with current DS Receiving in ensuring conformance on SOP on all the areas as above

Learning And AdvancementBringing Best Practices to RTV PUZZLEInteraction with Special ServicesInteraction with Sales FloorInteraction with OperationsHAZMAT/HHM/Waste ManagementSafety @ Workplace

Opportunities in Learning & Advancement In all the areas above the current status is that even though systems on communication and training remain, there are challenges which need to be addressed on effectiveness. Discussions to be initiated with all stake holders and mechanisms to be initiated to ensure effectiveness of current systems

Action PlanRTV CAPFront End-Back End RoundtableHAZMAT/HHM Awareness WeekRTV Open HouseSafety Awareness and Waste Management Week @ Receiving

RTV- Comprehensive Action Plan -CAPOngoing discussions with SLT 7117 & DOMMonthly Audits and Discussion

Front End-Back End Roundtable

Once in a YearRound table involving all stakeholders in RTV/ Receiving Processes in Front end and Back EndOpen discussion regarding issues concerning both parties like S/O staging, Returns and RTV, BORIS or anything of interest

HAZMAT/HHM Week2 times a year once in 6 monthsHazmat Awareness Quiz for DSs and AssociatesHands on training for Associates on HAZMAT DisposalHazmat Champion Awards to DSs and Associates

RTV Open HouseOnce in a YearRTV Process awareness building Quiz for Associates/Special Services Desk/ DSsRTV Cage Study Tour for All Associates and DSsRTV Process Leader Awards

Safety Awareness and Waste Management Week @ Receiving

2 Times a year-Once in 6 monthsSafety and Waste Disposal Quiz for DSs and AssociatesSafe use of Garbage Compactor and BailerEquipment MaintenanceSafety Practices in Receiving-Loading Docks, Fire Exits, Eye Wash Station, Lock-out /Tag-out StationSafety Leader Awards

Vision/ Objective Statement To be among the Top 3 performing RTVs in the district in terms of metrics per OPR and other performance metrics

Conclusion This presentation represents the discussion and planning stage in the SCOPE Wheel with all the stake holders Expectation is to bring out a CAP and Execution strategy to achieve the stated Vision by February 2014

THANK YOU!