INSTOCK PROCESSES
WHAT MAKES UP PROCESS COMPLETION ON THE SCORECARD?
DAILY COUNTS, FRESH PRODUCTION, PDM COMPLETION
HOW MANY ITEMS SHOULD SELECTORS BE PICKING ON AN 8 HOUR SHIFT?
800 (MINIMUM)
WHY ARE FRESH BAG BOUQUETS REQUIRED FOR PICKUP DEPARTMENT STANDARDS
EFFICIENCY ON TROLLEYS
UTILIZING DOWNTIME ON CLOSING IN PICKUP TO ASSIST IN PRODUCTIVE DAYS
WHERE CAN YOU ACCESS YOUR STORES NFAO?
CURRENT DAY & PREVIOUS DAY?
CURRENT DAY: TODAYS PICKUP - PICK ACCURACY NFAO
PREVIOUS DAY: E-COMMERCE CUE - NFAO EXPORT
WHAT IS "NPS"?
NET PROMOTER SCORE
Net promoter score (NPS) is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague
WHAT MAKES UP REPLENISHEMENT COMPLETION?
TOP STOCK, DRUG REPLENISHMENT, FUEL REPLENISHMENT, FIX FILL (FROM W2W)
HOW CAN YOU CALCULATE HOW MANY SELECTORS YOU NEED IN PICKUP BASED OFF UNITS?
UNITS / 800 (SELECTOR GOAL MIN) = HOW MANY SELECTORS NEEDED
i.e - 2,000/800=2.5 (2.5 * 8 HOUR SHIFT =20 HOURS)
WHAT SHOULD CLOSING MANAGEMENT BE LOOKING FOR ON A PICKUP GOOD CLOSE?
SUPPLIES FILLED
GO BACKS COMPLETED
FLOORS SWEPT
TOTES BUILT
TROLLEYS BUILT
WHAT POWER BI REPORT SHOWS YOU INEFFICIENCIES ON TROLLEYS?
E-COMMERCE OPERATIONS - TROLLEY DASHBOARD - DETAILS
WHAT ARE THE BIGGEST CUSTOMER COMPLAINTS REGARDING PICKUP?
BAGGING & PRODUCE FRESHNESS
WHO DOES PALLET RECEIVING?
WHAT APP DO YOU USE TO COMPLETE ON THE ZEBRA?
MY DAY PALLET RECEIVING & ANYONE WHO RECEIVES A KROGER WAREHOUSE DELIVERY
WHAT ARE 3 WAYS MANAGEMENT CAN SUPPORT PICKUP ON FILL RATE?
1. BOH ACCURACY
2. SECONDARY DISPLAY SET UP
3. MANAGEMENT/DL COMMUNCATION/SUPPORT
WHAT ITEMS SHOULD BE LISTED ON THE PICKUP COMMUNICATION BOARD?
FORECAST V. ACTUAL ORDERS/HOURS, DAILY KPI'S, WEEKLY KPI'S, CUSTOMER COMMENTS, TEAM ENGAGING PRODUCTIVITY
WHAT IS THE DIFFERENCE BETWEEN FILL RATE AND PICK ACCURACY
FILL RATE = THE TOTAL FILL RATE CALCULATED ONCE AN ORDER HAS BEEN PROCESSED CARSIDE TO INCLUDE ANY CARSIDE ADD ONS/REMOVALS
PICK ACCURACY = CALCULATED ONCE THE TROLLEY RUN IS COMPLETED
HOW DO YOU HANDLE INSTACART/SHIPT DELIVERY COMPLAINTS?
1. ASK CUSTOMER FOR ORDER DETAILS (NAME, PHONE #, EMAIL, ORDER #, & DATE)
2. COLLECT INFO REGARDING ISSUE
3. HANDLE REASONABLE REQUESTS AT STORE LEVEL (BAD PRODUCT/DAMAGE, ITEM MISSING, ETC.
4. IF ESCALATION IS NEEDED, DIRECT CUSTOMER TO KROGER SUPPORT LINE
5. CONTACT YOUR PICKUP SPECIALIST IF ADDIITONAL SUPPORT IS NEEDED
WHY ARE STORES ASKED TO USE "DISPLAY SET UP"?
TO AID IN BOH ACCURACY DURING MDC (SECONDARY LOCATIONS), TO AID IN MAINTAINING INSTOCK FOR DISPLAY AND SHELF, FUTURE TO DIRECT PICKUP
WHY SHOULD PICKUP SUPERVISORS/LEADS BE INCLUDED IN WEEKLY DEPARTMENT LEADER MEETINGS?
1. BUILD RELATIONSHIP WITH DEPT LEADERS (DRIVING SUPPORT AND INVOLVEMENT)
2. KNOWLEDGE OF SALESPLAN/SALE ITEMS
3. COMMUNCATING OPPORTUNITIES WITH IN-STOCK
TECHNOLOGY IS DOWN IN PICKUP. WHAT STEPS DO YOU TAKE TO ADDRESS THE SITUATION?
1. CALL SUPPORT - TICKET # (SEND TO SPECIALIST FOR ESCALATION)
2. IDENTIFY ANY WORKAROUNDS
3. CONTACT CUSTOMERS
4. REDIRECT WORKFORCE
WAIT TIME FOR THE PREVIOUS DAY WAS ABOVE GOAL.
WHAT STEPS DO YOU TAKE TO IDENITFY THE ROOT CAUSE?
1. COMMUNICATE WITH DEPT ON REASON
2.IDENTIFY/VERIFY HOUR(S) THAT AFFECTED WAIT TIME (PBI - PERFECT ORDER DASH. & WAIT TIME DASHBOARD)
3. IDENTIFY OPPORTUNITY (TECH OUTAGE, CALL INS, SCHEDULING ERROR, PRODUCTIVITY, ETC.)
4. COACH ANY OPPORTUNITIES
WHAT WOULD CAUSE AN OOS ITEM TO BE AVAILABLE ON THE KROGER APP?
1. INCORRECT BOH
2. CUSTOMER ORDERED ITEM WHEN BOH WAS ACTIVE
3. DSD ITEM/PROMO (CX INVENTORY NOT LIVE)
4. ITEM IS ON "ITEM SUPPRESSION" - FILL RATE MUST DROP BELOW 40% TO BE REMOVED
WHAT IS "OSA" AND HOW DO YOU ACHIEVE ON COMPOSITE?
OSA = ON SHELF AVAILABILITY
MUST MAKE 3 OF 4 AUDITS TO ACHEIVE ON COMPOSITE FOR THE PERIOD
WHAT DO YOU THINK PICKUP SUPERVISORS/LEADS WOULD SAY THE BIGGEST OPPORTUNITY IS WITH MANAGEMENT SUPPORT? (TOP 3 REASONS)
1. BOH ACCURACY/DL INVOLVEMENT IN FILL RATE
2. TC-52 RETURNS TO PICKUP
3. MANAGEMENT INVOLVEMENT WHEN SUPERVISOR/LEAD IS OFF
WHAT ITEMS ARE REQUIRED FOR SUPPLY AREA SET UP?
Cases (if applicable), Paper Bags with Clips, Prowave Bags, Paper Bags, Wine Bags, Fresh Bags & Misc. Supplies.
LATE ORDERS FOR THE PREVIOUS DAY WAS ABOVE GOAL.
WHAT STEPS DO YOU TAKE TO IDENITFY THE ROOT CAUSE?
1. COMMUNICATE WITH DEPT ON REASON
2.IDENTIFY/VERIFY HOUR(S) THAT AFFECTED LATE ORDERS (PBI - PERFECT ORDER DASH. & DAILY RECAP - LATE ORDERS BY HOUR)
3. IDENTIFY OPPORTUNITY (TECH OUTAGE, CALL INS, SCHEDULING ERROR, PRODUCTIVITY, ETC.)
4. COACH ANY OPPORTUNITIES
WHAT IS THE PROCESS TO RESPOND TO A CUSTOMER CALL BACK
1. REVIEW CUSTOMER COMMENT WITHIN 24 HOURS
2. RESPONDING TO THE CUSTOMER WITHIN 24-48HR
3. ACKNOWLEDGE CALL BACK IN QUALTRICS (LEAVING COMMENTS & AND MARKING TICKET COMPLETE)