Angelica Case Study Presentation Webinar Presented by Team

Angelica! Case Study Presentation Webinar Presented by: Team 3 Charlotta Ross Stephanie Sapp Gregg White IDPT 620 Franklin University Professor Chongwony February 10, 2012 1

Introduction We will be discussing the following: Ø Strategic Issue for Performance Improvement Ø The Methodology Ø The Performance Analysis Results Ø The Recommended Interventions Ø The Evaluation Plan Ø The Change Management Plan 2

Strategic Issue for Performance Improvement Ø Angelica! Owners would like to open new stores. Ø There is inconsistent performance among Angelica! stores. Ø They would like to resolve these performance issues before they invest in expansion. 3

Methodology PROBING FOR ENVIRONMENTAL SUPPORT DRIVERS (OR CAUSES) Categories: Ø Data Ø Feedback Ø Tools Ø Information Ø Resources Ø Incentives (Van Tiem & Moseley, 2012) 4

Methodology Table 4 -5: GILBERT'S BEHAVIOR ENGINEERING MODEL: REPERTORY OF BEHAVIOR Information Environmental Data Support Information Instrumentation Motivation Work Environment Support Consequences Resources Feedback Incentives Rewards Tools Repertory of Behaviors Skills Knowledge Individual Capacity (Van Tiem & Moseley, 2012) Motivation Expectations 5

Methodology Table 4 -5: GILBERT'S BEHAVIOR ENGINEERING MODEL: REPERTORY OF BEHAVIOR Information Environmental Data Support Information Instrumentation Motivation Work Environment Support Consequences Resources Feedback Incentives Rewards Tools Repertory of Behaviors Skills Knowledge Individual Capacity (Van Tiem & Moseley, 2012) Motivation Expectations 6

Methodology Category Questions Yes No Knowledge and 1. Do people understand the consequences of both good and poor Training performance? 2. Do they grasp the essentials of performance? Do they get the big picture? 3. Do they have the technical concepts to perform well? 4. Do they have sufficient basic skills such as reading? 5. Do they have sufficient specialized skills? 6. Do they always have the skills after initial training? Capacity Motives 7. Are good job aids available? 1. Do the incumbents have the basic capacity to learn the necessary perceptual discriminations with accuracy and speed? 2. Are they free of emotional limitations that would interfere with performance? 3. Do they have sufficient strength and dexterity to learn to do the job well? 1. Do incumbents seem to have the desire to perform well when they enter the job? 2. Do their motives endure? Is the turnover low? (Van Tiem & Moseley, 2012) 7

Methodology Category Questions Yes No X Knowledge and 1. Do people understand the consequences of both good and poor Training performance? X 2. Do they grasp the essentials of performance? Do they get the big picture? UNK 3. Do they have the technical concepts to perform well? 4. Do they have sufficient basic skills such as reading? X UNK 5. Do they have sufficient specialized skills? 6. Do they always have the skills after initial training? Capacity Motives 7. Are good job aids available? 1. Do the incumbents have the basic capacity to learn the necessary perceptual discriminations with accuracy and speed? 2. Are they free of emotional limitations that would interfere with performance? 3. Do they have sufficient strength and dexterity to learn to do the job well? 1. Do incumbents seem to have the desire to perform well when they enter the job? 2. Do their motives endure? Is the turnover low? (Van Tiem & Moseley, 2012) X X X UNK X X X 8

Performance Gap Analysis Results Issue # 1: Shrinkage Low Performing Stores FY 10 High Performing Stores FY 10 Overall stores FY 10 2. 1% 1. 5% 1. 73%

Performance Gap Analysis Results Issue # 2: Customer Survey Statistics Item Low High performing Performing Stores average Overall Stores average How satisfied are you with the service you received? 3. 0 4. 2 3. 7 How satisfied are you with the variety of items offered in the store? 3. 2 4. 2 3. 9 How likely are you to buy from Angelica! again? 3. 5 4. 2

Performance Gap Analysis Results Issue # 3: Adherence to Backroom Standard Manual standards • All stores have two manuals: Backroom Standards & Brand Guide • Gap between stores where some have the new incoming products up within a few days while others may not have it for a week or two.

Recommended Interventions: Issue # 1: Shrinkage Shrink the Shrinkage Gap Goal: Reduce 2. 1% to 1. 52% or less a. Establish reviews and provide feedback to all managers and associates b. Establish quarterly goals to reduce shrinkage by. 15% each quarter

Recommended Interventions: Issue # 2: Customer Survey Statistics Customize Customer Service Goal: Increase customer satisfaction from an average 3. 2 to 4. 0. a. Implement uniform and consistent training b. Implement a 360 degree feedback measure allowing managers and associates to be in constant communication. c. Update and standardize all promulgation processes across all stores, including high performance stores.

Recommended Interventions: Issue # 3: Adherence to Backroom Standard Manual standards Update Out of Date Manual Standards Goal: Adherence to Backroom Standard Manual A. All new inventory displayed within 3 days of receipt B. Create consequences of worthy performance and less than expected performance C. Make sure all Manuals are up to date and current as well as understandable

Evaluation Plan Formative & Confirmative Evaluations

Evaluation Plan Shrinkage Gap Goal: Reduce shrinkage from 2. 1% to 1. 52% or less. a. Establish monthly data reviews and provide feedback to all managers and associates regarding store shrinkage and any other pertinent data.

Evaluation Plan Shrinkage Gap Goal: Reduce shrinkage from 2. 1% to 1. 52% or less. a. Establish monthly data reviews and provide feedback to all managers and associates regarding store shrinkage and any other pertinent data. b. Establish interim quarterly goals to reduce shrinkage by. 15% each quarter (moving from the current 2. 1% to 1. 52% in one year). Use monthly reviews to identify which stores are showing worthy performance and to modify stores that are not.

Evaluation Plan Customer Surveys Goal: Increase customer satisfaction 3. 23 to 4. 0 (avg). a. Implement 360 degree feedback measures allowing managers and associates to be in constant communication. b. Standardize announcement processes across all stores, including high performance stores and ensure customer feedback is reviewed by all personnel.

Evaluation Plan Backroom Standard Manual goal: All new inventory displayed within three days. a. Frequent Reviews b. 360 degree feedback

Change Management Plan Project Management Techniques Continuous Performance Improvement

Questions? Please send any questions to: Charlotta Ross – ross 34@email. franklin. edu Stephanie Sapp – sapp 14@email. franklin. edu Gregg White – whiteg 01@email. franklin. edu

Summary & References Snyder, D. , Cohen, L. , & Hale, J. (2012). Case study: Angelica!. Informally published manuscript, Instructional Design and Performance Technology, Franklin University, Columbus, Ohio. Retrieved from https: //my. franklin. edu/coursesystem/home. jsp Van Tiem, D. M. , & Moseley, J. L. (2012). Fundamentals of performance technology. a guide to improving people, process, and performance. Retrieved from http: //flylib. com/books/en/3. 398. 1. 39/1/