Beijer ByggmaterialWinning Frontline Engagement

Focus on store employees

Combining data sources provides a unique opportunity for Beijer to prioritize the actions toward the stores.

The data sources are• Employee data: How loyal and motivated are the employees in the

stores?

• Customer data: How satisfied are the customers?

• Financial data: Growth in revenue and size of the stores

The following slides will briefly illustrate how to take advantage of all data sources.

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Utilize data to prioritize action- Generating a prioritization tool by combining data sources

Employee Satisfaction Index

Customer Satisfaction Index

Growth in revenue

Store size

People prioritizationUse people experiences to prioritize between stores.

Financial prioritizationFocus on large stores with low growth.

Available data Initial outcome Final outcome

Specific prioritizationCombine objective knowledge to make a subjective prioritization between stores that fulfill the criteria.

450 55 60 65 70 75 80 85 90 95 100

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People prioritization tool- Combine employee and customer satisfaction to prioritize between stores

Employee Satisfaction Index

Cus

tom

er S

atis

fact

ion

Inde

x

Fix

StrengthenObserve

Capitalize

Colors indicate segment: Strengthen, Capitalize, Observe and Fix

510 12 14 16 18 20 22 24 26 28 30

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140Color explanation• Strengthen• Capitalize• Observe• Fix

Financial prioritization tool- Use of additional data to give clear prioritization

Store size

Gro

wth

Fix:Large store that fails to deliver a great performance

Strengthen: Store that delivers a great performance. Use to make an internal best practice.

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Specific prioritization- Prioritize overall actions according to findings from available data sources

Immediate action Grow

Best PracticeFollow up

People

Fin

anci

al

Finding: High performance on employee and customer satisfaction together with great financial performance. Action: Use to learn best practice within the company’s own work force.

Finding: Stores that are scoring low on employee engagement and customer satisfaction together with a low financial result. Action: Clear indication of immediate action.

Finding: The current high level of financial results may be at risk due to poor satisfaction among employees and customers.

Action: Increase employee and customer satisfaction to avoid drop in financial results.

Low

Low

High

High

Finding: High performance on satisfaction but with a financial result that leave room for improvement.

Action: High satisfaction creates the foundation for increase in financial results in the future.

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