Working closely with a high street retailer, we commenced our assessment phase to identify the scope for improvement. Data analysis across 50 variables including customer touchpoints, service levels, customer spending patterns, customer visit duration etc, provided a unique view of how they interacted with their customers.

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Together, we identified that there were large variations in their staff:customer ratio.  During peak periods only 12% of customers received the service level expected by the business. A motion tracking study identified that 40% of the time during peak periods was occupied stocking shelves & in non-customer facing roles.

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Having identified a large gap to potential, improved capacity planning enabled significant increases in sales while reducing operational costs.

 

The staff:customer ratio was kept much more consistent and 6X the number of customers received the service level expected by the business.

 

A smart kanban replenishment system was implemented for stocking shelves based on demand levels. New kitting trolleys were designed and built to reduce non-customer facing tasks by 70% duration.