Demo

Meet the team..
Amy – Shopkeeper
Robyn – Team Leader
Gemma – Range specialist
Barbara & Tiago – 39 hours
Tash & Erica – 30 hours
Harry & Susana – 24 hours
Andy, Milie, Joe & Adam – 16 hours Magda – 0 hour


FY17 Performance HFB1
011 – Sofas 012- Armchairs and Footstools & Sofa tables
j Total
HFB2
022 –Storage & Display furniture 021- MulPpurpose furniture 023 – TV furniture & Electronics
Total


Focus group before the rebuild




What is the ‘Make Room For Life’ vision?
We want the many individual people to connect with the entire range emotionally by showing the range in a surprised, exciting and inspiring way. We want our customers to say WOW, perceiving IKEA as a unique, meaningful and trusted brand.
The living room is the social hub of the home, where the family comes together, engaging in many different activities at the same time.
We want to become the market leader in life at home, we need to Make room for life.


FY17 Performance post build July & August HFB1
HFB2


Focus group before the rebuild






Co-worker Leadership and Engagement
What are we doing?
Team meetings four times a year.
Why are we doing this?
From last years VOICE results, as seen below, we have seen some very low results for the following statements; ‘I feel respected and valued..’ and ‘I have the correct tools/means to do the job..’
We have decided by getting the whole team together on a regular basis, will help improve togetherness and motivation within the team. By getting the team together we are able to discuss priorities within the department. The main topics that will be focused on will be goals, expectations, celebrations and range change relevant to that time of year.
This will be planned into the Living Rooms Commercial Calendar by week 40.c




Co-worker Leadership and Engagement
What are we doing?
Monthly meetings with co-workers to connect, catch-up, set personal goals and what they've been working on through the month.
Why are we doing this? below.
From last years voice results we saw a decrease of -7 in ‘We have clear work roles and areas of responsibility’ as seen
By starting the year as a new management team we are aiming for this to get to at least 65% to match the sales result from last years voice. We believe this will help improve the co- workers ambitions by keeping them focused on their set tasks and become fully motivated to fulfil them.
To track this we will be monitoring this years VOICE results from ‘We have clear work roles and areas of responsibility' and ‘in my department our goals are followed up on a regular basis’


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Co-worker Leadership and Engagement
What are we doing?
A Co-worker department competition on who books the most services; starting with finance and the furniture take-back scheme.
Why are we doing this?
To increase the amount of services booked for the year, complete our customers purchase and increase excitement and motivation within the team. This is to help aim a higher rate within our IKANO results and achieve our goal of £320,000.00
As the furniture take-back scheme isn’t a well known service to our customers we are hoping that the competition will drive co-workers to really sell the service to our customers.


Customer Experience
What are we doing?
Full training on the services IKEA Southampton provides, this includes; Picking and Delivery, Distribution, Van hire, Assembly service, Finance and Furniture take-back.
Why are we doing this?
To ensure our customers can complete a full purchase with the need of only one co-worker.
We will be able to track this by monthly reports from customer services where we can see that there is decrease in sales errors within the service bookings. We also believe that full training will provide co-workers with confidence in order to sell and book the services we provide for our customers.


Customer Experience
What are we doing?
News will be planned 3 month prior to its 'official sale release' to ensure that we are showcasing our new products in the best way possible. This will include stock locations and department location.
Why are we doing this?
As news is an important focus for the Living Rooms team this year, we want to ensure that customers are able to shop the full range as soon as its available to buy. This way we can avoid disappointing our customers when they visit for the purpose of seeing our new products.


Customer Experience
What are we doing?
Actively using our newest tool 'Salja' to improve our customer's experience, by being able to serve customers wherever they are.
Why are we doing this?
We believe that ‘Salja’ is a strong part of the way the Living Rooms department is working now that we have implemented ‘Make Room For Life’. Salja gives us an easy way to access to product knowledge of our contributing departments. It also allows us to be more practical when serving customers, we can go to them to make it an easier and more fluent shopping experience. We will be tracking our activity on Salja and our ATV as we aim to be the best in the store for usage and conversion rates.


Business Agility
What are we doing?
Gain a better quality perception by implementing a better ‘Test Purchase’ routine and working closely with our Recovery department to ensure we secure a higher sale rate with ex- display products.
Why are we doing this?
To make sure that our customers know the quality that they are buying. We can do this by replacing damages and ex- displays in a better and more efficient way.
By working with our Recovery department we can create a stronger relationship between the teams in order to secure a
better way of working. We aim to replace damages as soon as they have been through the test purchase phase and failed. This not only will gain a natural pass in the future but will help with Recovery’s sales figures as they will not have discount the ex-display furniture if it is less damaged.




Business Agility
What are we doing?
Increasing the sales of our sofa covers to become within the top 10 in the world.
Why are we doing this?
We are currently within the Top 20 in the world with an average of 1.3. IKEA offers a fantastic opportunity to our customers when it comes to sofas, we give them the chance to change the look of their room without buying a whole new sofa. We believe by promoting extra sofa covers will increase the sales as since the rebuild its not something we actively sell.
In the process of coming up with an ‘Inspirational dot’ with graphics to place next to the price tag, on all of our removable cover sofas, to catch our customers eyes.


Growing in all core areas
What are we doing?
Work with the 'Make Room For Life' departments with planning and implementing seasonality and inspiration within the Living Rooms department. This will include not only the medias but also the compacts of the department.
Why are we doing this?
To make sure the inspiration of the new Living Rooms department has the constant ‘Wow’ factor for our current and new customers. Inspiration throughout the department using different display techniques and add-ons will help the ‘Take 3’ challenge.
We would also like to be able to add a ‘Happy or not’ stand at the end of our living rooms department to measure ‘Did you feel inspired in the Living Rooms department?’


Growing in all core areas
What are we doing?
Improve our ‘On Shelf Availability’
Why are we doing this?
To ensure our customers are able to make a full purchase with the correct stock availability. Working with our morning routines, promotions, sales jumps and forecasting correctly to get it secured. We will be working closely with our Self-Serve team, Full-serve team and SSS to ensure by the end of FY18 we have a 95% OSA.