2

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

FY17 Performance

HFB1

011
 –
 Sofas
 
012-­‐
 Armchairs
 and
 
Footstools
 &
 Sofa
 tablesj

  

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.



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
below.

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.

FY18 Goals