“In looking for people to hire, look for 3 qualities: Integrity, Intelligence & Energy. And if they don’t have the first, the other two will kill you.” - Warren Buffet
Mystery Shopping can be very well utilized to anonymously evaluate Staff integrity through trained shoppers. Several retail segments like Automobile, Consumer Electronics, Hotels & Restaurants etc. use Mystery shopping to identify the loopholes in their system and avoid the consequences.
Mystery Shoppers enact certain scenarios or get into a comfort zone/conversation mode with the sales/service executives and try to evaluate their stickiness to ethical conduct. Different...
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Service quality is the delivery of excellent or superior service relative to customer expectations. Due to the inherent characteristics of services like intangibility, inseparability and heterogeneity, the measurement of service quality perceptions have been one of the most debated topics. A group of American authors namely Parasuraman, Zeithaml and Berry have done extensive work in the area of service quality deriving that customers consider five dimensions in their assessment of service quality, as follows:
Inventory audits are conducted to evaluate the physical stock at a warehouse, distributor point or retailer. It gives stock visibility at secondary and tertiary levels, which helps in planning, directing and controlling inventory, thereby contributing to business profitability. Inventory includes either or all of the following – merchandise or stock in trade, raw materials, finished products, and supplies that physically become a part of the item intended for sale. There are 2 methods to conduct an inventory count:
Retail audits provide a review of an organization’s systems, validating their methods & processes. Through audit findings, organizations are able to fix problems and drive performance improvement, and ideally, not make the same mistakes again. An audit is not a passive activity. It actively engages the store owner or franchisee to continually improve the store according to best practices.
Many organizations are in an endless loop of fail, audit, correct and repeat. This is mainly due to the fact that the old approach to the audit process doesn’t drill down through the symptoms to get to the underlying cause. The good news is that auditing...
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