A Best-ter Buy. Part 2
19 May 2004 in Employee Relationship, Lean Thinking, Productivity, Retail by GarrickUpdating the stores to appeal to a specific customer segment is great, Best Buy goes the extra mile in this renovation and makes sales more visible to staff.
Employees begin their day by reviewing the previous day’s figures, which are written on a dry-erase board and compared to the previous month. At a Westminster store meeting open to the media, Chris Smith, an operating supervisor, pointed out that the store had $550 in overtime costs the previous day, and asked employees to suggest ways to reduce it.
SF Gate has a great follow up on my earlier Best Buy persona post
Over the next few years, each of Best Buy’s 608 stores will focus on one or two of the five segments, with 110 stores scheduled to make the switch by February.
There are two interesting points here:
- Starting each day reviewing sales figures with the staff
- Looking for improvement from the people with day-to-day knowledge
Like a page out of James Womack’s Lean Thinking. These two points reinforce Womack’s patterns of “visual controls leading to continuous improvement” and “asking for improvements from the people on the front-line leads to a continued commitment”.
Best of Luck to Best Buy.
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[...] s” article, they report that Best Buy’s customer-centric format roll-out (and here) has been scaled back 40%. The customer centricity strategy has its c [...]
The Work Better Weblog » Archive » McDonald’s Learns From Best Buy added these pithy words on May 26 05 at 4:24 pmAdd a Comment
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