Catalyst recently successfully completed an assessment project with one among the top 5 global retailers one of the largest Cash and Carry Global retailers in India. Our client has been operating in India for the past 2 years and has 4 Cash and Carry outlets and aggressive expansion plan underway. One of the key challenges being faced by the client was erosion of base and sliding customer satisfaction due to inefficiencies in the check-out process. Catalyst was entrusted the task of conducting a deep dive study of the check-out process and suggest action plans.
The project was implemented in 3 key phases
Phase 1: Deep- dive understanding of the client’s internal processes.
A detailed study of the client’s internal job descriptions, organizational values and roles and responsibilities of cashiers and their supervisors was done. Based on the above, a competency map was created with different behavioural levels defined. Also, a simple and effective assessment methodology was created to assess the effectiveness of the cashiering team on various pre-determined parameters. The assessment methodology consisted of on-job observation of the cashiers to measure their speed , accuracy, efficiency and customer orientation and their supervisors as well as other group exercises to understand their team work abilities, written tests to determine process adherence and interviews to understand their leadership potential, motivational levels and ethical standards. While assessing and rating each cashier, the methodology identified top talent and key strengths and opportunities of each associate.
Phase 2: Study and benchmarking of client processes against other cash and carry formats in India.
During this phase, Catalyst studied the cashiering procedures and policies, billing package, cashier profiles and job descriptions and reporting structures of other global cash and carry giants in India and benchmarked the same against the client’s performance. Post this analysis Best in Class practices observed in the benchmark stores were shared with the client. Concrete action steps for store level implementation and employee level implementation were suggested to step change performance.
Phase 3: Collation of results and creating action plans
During this phase, Catalyst created micro level as well as macro level action plans for the client. The action plans consisted of
- Identifying high potential candidates as well as stagnants and laggards for each store based on their behavioral and technical skills.
- Designing store level as well as macro level training interventions
- Designing development programs, reward and recognition programs and career paths for the check-out team
- Designing a coaching program and a Train the trainer program for supervisors and top store management for continuing capability building programs.