My Teams Feedback - Stop, start, continue... July 2007

Ruislip Stop, Start and Continue...

Stop -

Start - Would have been good to see a bit more of you on the floor

Continue - Hard work and development of staff

How satisfied are you with this Manager: 4/5

*****

Stop -

Start - Don't see him much, can't comment

Continue -

How satisfied are you with this Manager: 4

*****

Stop - Treating people differently. You have your favourites and it is very clear who they are.

Start - Treating people equally. In order to improve staff motivation, when people are sick how about sending them a card and some flowers. That is the norm when something goes wrong.

Continue -

How satisfied are you with this Manager: 3

*****

Stop - I'd like to see him more often

Start - Dosen't often see fault in people who constantly mess things up. He needs to solve the problem.

Continue - Great overall management of people and store

How satisfied are you with this Manager: 4

*****

Stop - Hiding in Office

Start - Spend more time on the shopfloor

Continue - Everything else

How satisfied are you with this Manager: 4

*****

Stop -

Start - Appreciating the warehouse staff more.

Continue - Motivating staff during briefings

How satisfied are you with this Manager: 3

*****

Stop -

Start - I have nothing to put here I think you keep the store in good shape.

Continue - Being interested and listening to staff. Enthusisam and attitude to work. Always being happy. Approachable.

How satisfied are you with this Manager: 4

*****

Stop - Putting people on the spot.

Start - Giving incentives for all sections in the store.

Continue - motivating staff.

How satisfied are you with this Manager: 4

*****

Stop -

Start -

Continue - Excellent leadership

How satisfied are you with this Manager: 6

*****

Stop -

Start -

Continue - being enthusiastic to the rest of the team

How satisfied are you with this Manager: 4

*****

Stop -

Start - Checking what is being done in the store by staff thoroughly

Continue -

How satisfied are you with this Manager: 4

*****

Stop - When a decision is made at Customer services try to back staff.

Start - More reviews, quicker response to tannoys, treat everyone equally

Continue - helping people in bettering themselves

How satisfied are you with this Manager: 4

*****

Stop - Delegating absolutely everything. Do somethings yourself appart from meetings.

Start - Serving customers. I don't think I have ever seen you put through a sale. Try being a salesperson for a day, you might even like it!

Continue - Your positive attitude and your realistic approach to things. You praise us well when we deserve it and you give us a kick up the **** when we need it!

How satisfied are you with this Manager: 4

*****

Stop - Making some of the store staff responsible for everything

Start - appreciating us more and getting involved with whats going on on the shopfloor

Continue - your Regional stuff and Being the Best!

How satisfied are you with this Manager: 4

*****

My One Word Feedback - RC31 July 07

One Word Feedback...

This is the feedback I received from my colleagues at the July Managers meeting:


From: Positive: Developmental:

Shaista Good regional point of call

Alan Assured Alpha Male

Daren Supportive Indignant

Brilliant

Focussed

Fantastic Should not leave

Mike Inspiring

Baig Growing

Matt Nice bloke

Inspirational, Coach, People Manager

Carol Helping

Stuart Inspiring Takes Over

Jeanette Supportive Leader

Lisle Experienced Let others talk more

Kevin Respected Don’t leave DSG

Company Information

INFORMATION PACK





2007


The history & structure

As a leading force in UK Optical Retail, our 250 year heritage stretches back as far as the eye can see. Part of an International group, We have 232 group owned branches throughout the UK split across our 2 regions; North and South, these are further divided into 16 areas, 8 for each of the North and South regions. We also have 139 franchise branches that are independently owned.




We employ over 2500 colleagues, 2300 being branch based, comprising Optical Advisers, Dispensing Opticians, Contact Lens Opticians, Branch Managers and Optometrists. Our friendly and caring colleagues deliver incredible customer service on all optical products, including contact lenses, frames, lenses and sunglasses.
To establish where our branches are located please visit our website.


Our Support Centre

Our Support Centre employs around 200 + colleagues split into 6 functions: Human Resources, Finance, Marketing/Commercial, Information Services, Operations and Franchising and is located in Aston, Birmingham.

Across the UK we have field based colleagues who assist and support our branch network; they operate in the following functions: Area Managers, Regional Managers, Clinical Development Managers, Internal Audit, HR Managers and HR Officers.

To identify what current vacancies we currently have please visit our website or call our recruitment team or please submit your CV and covering letters should you wish to make a speculative application.

Our culture & strategy

Our core personal values are ‘’Professional, Friendly and Caring’’ - This is because being ‘Professional, Friendly and Caring’ is something that underpins the way everyone in which we work, how we relate to each other and how we serve our customers. It describes our culture of a culture within which all colleagues can work and be proud.

We have looked at what its customers want and also what we can provide. It has found the things that make us stand out from the crowd; the things that make customers choose to come to us rather than to any of the competition. From this research, our strategy has been created, which we believe will continue to make the Company a success and stay ahead of the competition.


Our Vision is “To make the UK happy with their eyewear”


Having recognised the fact that customers in the UK have a dislike for wearing spectacles we realised that we had to change their views. This re-education’ of UK customers has become one of our key objectives. We aim to make spectacle wearing a positive and happy experience for them, rather than a negative one. Similarly we make the process of buying contact lenses much easier for our customers. That’s where our colleagues come in. We need them to make sure that all customers leave us happy in their eyewear, look stunning and see clearly.

Our Mission is “To be the best Optician in the UK”

To ‘be the best’, we have to challenge ourselves every day – by offering ‘Incredible Service’ to every customer who walks through the door and every colleague that we work with.

Our Customer Proposition is “Perfect eyewear and eyecare for all”

Our customers are looked after by a team of professionals whose sole aim is to ensure they get the PERFECT eyewear and eyecare for them, whether it’s an eye examination, spectacles, contact lenses or sunglasses.






What we offer our employees

To meet ever-changing customer needs, we know that people are right at the heart of everything that we do. Our continuing success depends on attracting the very best people and retaining them. That’s why we are always looking for new talent both internally and externally.

We passionately believe in exceeding customer expectations – every day, in every way. Working with us is not just a job, it’s a career. We believe in giving every individual total support, we appreciate that different people have different aspirations. Our individually tailored approach allows our employees to develop at a pace that suits them. Our training and development structure is carefully structured to maximise the employee’s career potential

We are very proud to have won the National Training Award in 2004 for our training & development structure within our branches for Optical Advisors. We offer a nationally approved Employer Scheme which is accredited with levels equivalent to NVQ’s. Within 24 months of joining us the role of a trainee Optical Advisor can become a Senior Optical Advisor (NVQ level 3) best of all, as their skills grow, so will their salary. In addition they can continue to develop their career to be a qualified Dispensing Optician or a Branch Manager.

Each year we recruit approximately 45 summer students on a 6 weeks work placement whilst they are carrying out their ophthalmic qualification at University, we then offer them fulltime employment once they have qualified. Once again we are keen that our Optometrist’s continue their learning and support them to continue with their CET (Continuous Education Training). We believe that working for us is not just a j0b it is a career.

AM Competencies

AREA MANAGER COMPETENCIES


KEY COMPETENCIES


Leading and Influencing

Creates and communicates compelling vision that generates excitement, enthusiasm and commitment.
Proposes different ways to achieve objectives and enthuses people to take ownership.
Encourages a climate of praise and recognition.
Widely respected, trusted and credible in different networks, internal and external
Develops relationships with directors and their management team.

Coaching and Developing

Creates and promotes collaboration where members are comfortable expressing opinions.
Reviews the performance of individuals regularly, provides coaching and balanced feedback.
Utilises the skills of the team in order to achieve specific objectives.
Supports Branch Managers through coaching and sharing across the region and the Centre.
Thinks about long term succession planning issues and identifies and develops talent.

Driving Business Performance

Anticipates opportunities and takes proactive steps to capitalise on them.
Uses available information to identify improvement opportunities, placing key emphasis on driving business performance.
Seeks information about trends in retail and shares best practice.
Agrees and influences regional strategy and tactics with Regional Manager to ensure regional plans are robust and monitored.
Influences the whole business through ideas, perspectives and project input.
Looks beyond own areas needs and identifies performance patterns that impact on the business and makes appropriate recommendations.

Planning and Organising

Converts strategy into local plans, communicating targets and allocating resources effectively.
Develops short term plans for activities that have clear targets to achieve.
Plans, organises and reviews activities to ensure effectiveness.
Successfully manages balance between central project work and area requirements.

Problem Solving

Uses information to identify performance improvements and produces effective action plans.
Identifies a wide range of options before determining the optimum solution to meet business needs.
Demonstrates an understanding of the short and long term issues in the area.
Recognises when issues affect the business. Thinks through the full implications and consequences and proposes action.
Trouble shoots and finds solutions to recurring and underlying problems.

AM South London - Job Specification

Area Manager – South London


An exciting opportunity has arisen for an Area Manager to join the Southern Region

What is the Role?

The purpose of this role is to maximise customer service, sales and profit through the recruitment, development, coaching and leadership of branch management teams to enable them to exceed customer expectations, deliver exceptional business results and realise profit potential


Where is the vacancy?

The vacancy covers the South London area and consists of the following branches:

Beckenham
Croydon
Morden
West Wickham
Bexleyheath
Dartford
Putney
Wimbledom
Catford
Eltham
Surrey Quays
Woolwich
Clapham
Balham
Sutton



What does the successful candidate require?

We would welcome applications from any colleague who can demonstrate line management experience of a multi-site operation in a retail/service-orientated environment with experience of managing remotely across several locations.

In addition, the successful candidate will be able to demonstrate the following abilities:
· In depth knowledge of branch operating principles, including employment and health & safety legislation
· Good IT skills, proficient use of Lotus and Microsoft applications
· Possess strong interpersonal and influencing skills
· Ability to recruit, develop and coach
· Experience of driving excellent customer service and selling
· Experience of setting targets and interpreting financial data eg. P&L
· Excellent written and oral communications skills with the ability to influence at all levels
· Logical approach to problem solving
· Ability to be flexible and able to work under pressure whilst ensuring deadlines and targets are met
· Self motivated, focused and able to work alone

Terms and Conditions for AM Role

Terms and Conditions for Area Manager


Basis Salary: £35,000-£40,000 per annum

Bonus: SMT Incentive Package

Salary Review: A review takes p lace in July each year, but this does not mean that employees will automatically receive a salary increase

Company Car: Company Car Level C+ (Cash alternative available at £4250 per annum)

Holidays: 27 Days + Bank Holidays

Private Health Care: For the employee (may purchase additional cover for other family members)

Colleague Discount Scheme: Will receive a discount booklet entitling them to discount on spectacles, sunglasses, contact lenses, accessories and eye tests.

Personal Accident/ Travel Insurance: The Company provides permanent colleagues with personal Accident and Travel insurance whilst on Company business. Refer to the Insurance Policy for additional information.

Life Assurance: £5,000 each colleague who is not a member of the retirement plan.

Pension Scheme: The pension scheme is a stakeholder Scheme. You will be eligible to join after the completion of 3 months employment.

The company contribution is as follows:
· Once you have completed 12 months in the scheme = 4%
· Once you have completed 5 years in the scheme = 6%

The employee’s contribution will commence upon joining the scheme and the minimum contribution they you can pay are 4%, naturally they can increase their contribution.

Notice Period: 3 Months notice will form part of their contract of employment.

Hours of work: 38 hours per week (Including evenings and weekends)

My Feedback - From the Ruislip Team

1st August - Heapsie Chat!

Steve Heaps called me today for a long chat about my move.

Some good advice he offered was around not having specific people you use for stuff... I think he meant not to have "favourites"! I can see what he means as he generally has had people he uses and trusts and those who he doesn't and generally has issues with. Steve is a different man recently and his results and TEAM seem to be at an all time high.

Steve has been doing a lot of NLP work and seemed to have had a big win out of it.

1st August - Induction details

After speaking to Craig today I am now aware that I will be spending my first week based in the Ealing store. Apparantly the Manageress there is a good well rounded Manager who can keep herself free for the daily running of the store to work more closely with me in my first week. Apparantly in some of the smaller branches this is unusual. Ealing has just had a £300k refit giving it a significant increase in results and making it a Flagship store.

I will spend my first day in Birmingham meeting people, dealing with any paperwork that needs completing and collecting my company car etc. Craig will spend some time with me on day one going through my induction pack and answering any questions I may have.

I will also receive a Manager Induction pack to take to Ealing so that I can pick and choose the elements I want to learn about whilst I am there.

I will also be spending some time working with one of the Area Managers from the Northern Region who is apparantly very structured and knowledgeable and who knows the business inside and out as she has worked through stores all the way up to an AM level. I will also spend some time with another AM from the South who has been with the company less time but has held various Field Manager posts for other similar sized retailers. She apparantly is very innovative and motivational and performs well.

I have been told that normal business dress is suit including shirt and tie unless otherwise briefed.

Craig will contact me next week to confirm exactly what the start details are for my first week.

Learning Log, Development Portfolio

WHY???

The reason for creating this Blog is to have some where for me to record my Development/ Learning.