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Productivity Feedback Reporting Pace provides objective performance feedback reports to management and each store. The most effective method we have found to stimulate sales that can be quickly implemented is to provide wall charts that measures, ranks and compares the performance of each store. If client systems can support individual reporting, Pace provides sales associate reporting as well. Simply measuring and posting performance is a very powerful stimulant. Nobody wants to be near the bottom or below average. In one situation a number of years ago where paychecks and performance reports were combined in the same mailing, store managers informed us that associates would always look for the performance ranking reports before opening their pay checks. What We Measure The factors being measured must be of a nature that locations of various sales volumes can be fairly compared. Store Feedback Reporting most often includes:
Individual sales associate performance include:
Other factors can be included. The above are the most frequently used measurements. Typically these reports are in the form of a wall chart that is faxed or emailed to each store before the opening of business for the next day or week, depending on the frequency. In some cases, we have programmed POS equipment to illustrate this in real time. At the close of each transaction, the productivity screen automatically appears. This can include PM dollars earned, stock work, customer service calls and a number of other behaviors and tasks. Ranking and Graph Format Most reports are in the form of a ranking. Best performing stores or associates are on the top; lowest performing are on the bottom. The average is shown and below average associates or stores are targeted for improvement. Our experience is that people are more receptive to change if their performance is compared to that of their coworkers. Moreover, all we ask is that they perform at an average of their peers. Naturally, as lower performing stores or associates are remediated, average moves up. Graphs are used to illustrate historical information and trends. Store managers often respond very strongly to these as comparisons to other stores or the company as a whole can be viewed over time. Frequency These reports are transmitted weekly in most cases. During remedial phases they may be transmitted daily. |