case study two – Smart Cash Management
Supporting the introduction and rollout of a new Cash Management system into 1000 Tesco Express Convenience stores
We were approached by Tesco to support them with implementing, training and coaching their store colleagues on a new Cash Management system being rolled out into 1000 Express convenience format stores, over a 6 month period.
The rollout consisted of a new Smart Cash Till Drawer and Note Acceptor to each till, along with a new cash discrepancy investigation process.
To train, coach and support Tesco store colleagues through the change and implementation of the new system. We were also tasked to produce detailed daily individual store reports to ensure Tesco Lead Coaches were able to prioritise and provide additional long term support to stores who were not achieving KPI’s.
What We Did
Two’s Company coached and supported stores by implementing the following 3 step support structure: –
Step 1– Overview Presentation
We invited Store Management and Cash Office Admin colleagues to regional training centres up to 4 weeks prior to installation and live day in their stores.
We designed and delivered a detailed 3 hour training session to colleagues covering the following:
- Project overview
- Technical and installation information
- Process and cash Investigation changes
- Change methodology and preparing colleagues to accept change
- Next steps to ensure stores were prepared for live day
Step 2– Week -1 pre-call and Live Day Support
Each trainer contacted their individual stores one week prior to live day to introduce themselves, set up a relationship with the store and ensure that all next steps had been completed from the overview.
We then attended each store on live day and provided coaching to Management and colleagues. We did this by supporting the store through the change cycle to ensure that all new processes and behaviours had been implemented and that all tasks had been completed.
After our time in store, each trainer wrote a detailed report and graded each store using the ‘RAG’ system which went to Tesco Regional Lead Coaches. We provided a further two weeks of telephone support to the stores for any additional questions or cash issues.
Step 3– Store Revisit and Health Check
We visited each store again, two weeks after live day and completed a health check to ensure all new processes had been embedded.
The revisit also allowed us to provide additional training and coaching to those stores who were not following the correct processes.
Our health check report was vital to the success of the project, as it allowed the project team to prioritise and provide additional long term support to stores that were not following the correct procedures and achieving KPI’s based on the ‘RAG’ grade within the report.
Tesco were amazed with our results and professionalism, and the feedback from both stores and the project team was fantastic. We successfully supported Tesco in implementing and embedding change to 1000 of their Express convenience stores, on time, on budget and with the very best results!!
Feedback from Helen O’Neil (Programme Manager for Tesco)
“We approached Two’s Company to help us land some new ways of working as well as training on new equipment into a 1000 Tesco Express stores over a 6 month period. Sharon took the time to listen to our requirements and ensured her team were all trained to the standards we expected. She sent us daily reports of how the stores had engaged which allowed us to target specific stores that may have needed additional support. The lead coaches had some really positive feedback from our store colleagues, to the extent that they couldn’t believe they weren’t Tesco trainers! They definitely gave us peace of mind during the project.”