OpI
New tool for measuring compliance/safety
What is Operational Insights?
Customer voiced, Net Promoter Score
What is CVS's new service program?
Target 98-102% (schedule vs. demand) and 90% fitness by day
What is measured 15 days out for scheduling?
95% = 5 on msh
What is new BOH thoroughness %?
Facing and vacuuming
What are 2 nightly requirements?
New corporate communication reviewed daily and completed by due date
What is mywork?
Make interactions meaningful, personal, transformational
What are ways to achieve service standards?
What is measured on MyTeamCare?
What is organized by section and aisle
Clean red shirt, dark or khaki pants, name tag
What is dress code for crew?
Activated immediately upon printing
What are Price Changes?
Detractors become Promoters
What conversion is needed for the most points?
FS Workflow
What is the new name for CFR on MSH?
24 hrs = EW, 48 hrs = EOWD
What is truck standards?
Communication board updated daily for my team
What is purpose pulse?
1 item per bag, Closed and sealed, Accumulation sticker
What 3 things are required to pass the strongpack audit?
NPS <50 service score rolling 3 months
What is brand damaging?
20 minute buffer, target > 85, includes OUT and IN
What is new schedule adherence guidelines?
Totes, Full Cases, Displays worked, overstock on shelves
What is a completed truck?
2 nights a week, 4 weekend shifts a month, 45 hours scheduled
What are store manager schedule requirements?
Pricing, Product Integrity, Safety, Team Health
What 4 focus areas are measured on Opi?
Required response by CVS colleagues for all passive and detractor service comments
What is closed loop feedback?
MTC, MCC, CFR, Opi, Sales, MCP
What is measured on monthly MSH?
BOPIS 'Perfect Score' of 95%
What is 10% of CFR score now?
Partner with another SM for emergency coverage, email DL vacation days, enter time off a week prior so system reflects correctly
What is correct time off procedure for SM?