This document discusses reward management strategies at Shoppers Stop and Spencers. It outlines various award programs like "Jo Jeeta Wohi Sikander" and "Ubharta Sitara" at Shoppers Stop that aim to promote performance and encourage new employee development. Similarly, it describes Spencers' strategies like Best Store Award, Best Customer Service Associate Award, and Honesty Award which target objectives like sales growth, customer service and integrity. Selection criteria and frequencies for these different programs are also provided.
2. AGENDA
• An overview of the Indian Retail Sector
• Reward Management at Shoppers Stop
• Reward Management at Spencers
3. AN OVERVIEW OF THE INDIAN
RETAIL INDUSTRY
• Fifth largest global retail destination
• About 95% is the unorganised sector
• But organised sector or modern trade is fast catching up.
• Contributing about 10% of the country’s GDP and 8% of the
employment
• Top 5 companies constitute about 2% of the retail sector
• More than 80% of the retail sector is located in big cities
6. “JO JEETA WOHI
SIKANDER”
To promote a performance driven
OBJECTIVE
culture across all functions
ELIGIBILITY
Employees across all functions.
FREQUENCY Held on a Quarterly basis
7. “JO JEETA WOHI SIKANDER”
The reward scheme aims at motivating employees to perform
regardless of the function they are associated with.
It aims at inculcating a performance driven culture at
Shoppers, which does not limit itself to just the store
operations, but also across other departments.
Various parameters are set across different levels. Below
explained is the performance matrix for Jo JEETA WOHI
SIKANDER at the store level for Customer Service
Associates/Front line staff.
8. PERFORMANCE
MATRIX FOR “JO JEETA WOHI SIKANDER”
Parameters Benchmark Weightages Actual Score Weighted Score
First citizen 20 Nos 25 15 18.75
enrollment
Know your big 20 Nos 25 18 22.5
customer
Customer 10 Nos 10 10 10
feedback forms
Attendance 5 Nos 20 1 4
Sales Target 5 Nos 20 2 8
Product 60 100 46 63.25
Knowledge(Tes
t score
9. STRATEGIES ADOPTED
Based on the above parameters, the Customer Service associates at
every division are marked.
This Report card in given 70% weightage & 30% weightage is given
for
behavior of employee.
The immediate supervisor the employee is reporting to gives this
rating. The parameter weightages may vary from store to store
depending upon the square feet area and the business levels.
The employee earning the highest points from each
division is declared as the “Jo Jeeta Wohi Sikander” for that
particular department.
The JJWS award is given separately for each store, in the quarterly
meets held.
The winning employee receives a cash award and a badge.
10. “UBHARTA SITARA”
To encourage growth and talent
OBJECTIVE
development amongst employees
All new joinees at store level
ELIGIBILITY
Held on a Quarterly basis
FREQUENCY
11. SELECTION PROCESS FOR
“UBHARTA SITARA’
Once the induction process is over the new joinees undergo,
periodic tests & assessments.
The tests are held on a span of 3-4 months.
The first test is a written test, the questions the new joinees on
induction learning’s, store formats, merchandising, basics of visual
merchandising etc.
There are four stages in all.
On successful completition, the employee is awarded “Ubharta
Sitara”
12. “BEST GROOMED
EMPLOYEE ”
To encourage dressing etiquettes n
OBJECTIVE
amongst front line employees.
ELIGIBILITY All front line employees at store
level
FREQUENCY Held on a monthly basis
13. PROCESS…
All the employees are evaluated on their dressing sense, attire,
cleanliness and hygiene while at work
Employees are evaluted by officer whom they are reporting to
The scores for the entire department are collated and passed
on to the storeHr.
The Store Hr officer along with the stores manager take a
joint decision based on the scores to award the best groomed
employee of the month.
The winning employee is awarded a gift voucher
14. “BEST CUSTOMER CARE
ASSOCIATE”
To increase efficiency amongst
OBJECTIVE front line employees
ELIGIBILITY All front line employees at store
level
FREQUENCY Held on a quarterly basis
15. PARAMETERS
Attendance
Punctuality at work
Dressing Etiquettes
Interaction with customers
Customer Feedback forms
The best customer care associate is awarded a cash reward, badge
a certificate during the quarterly zonal meet.
17. RPG SPENCERS
Reward & Recognition Strategies:-
Best Store Award
Best Customer Service Associate Award
Best Cashier Award
Best Category Award
Honesty Award
18. REWARD & RECOGNITION
STRATEGIES:-
Best Store Award
Objective: To promote intra- store competition and in effect
further sales.
Eligibility: All store employees
Frequency: Held on an annual basis
Parameters for selection are:
Achievement of set store targets for the year
Shrinkage achieved
Visual Merchandising
Sales growth achieved (month and month)
19. REWARD & RECOGNITION
STRATEGIES:-
Best Customer Service Associate Award
Objective: To enhance customer delight
Eligibility: All front line store employees
Frequency: Held on a quarterly basis
Parameters for selection:
Grooming standards
Attendance
Customer Service
Customer Feedback
20. REWARD & RECOGNITION
STRATEGIES:-
Best Cashier Award
Objective: To enhance selling at cash points
Eligibility: Employees working at cashiers
Frequency: Held on a quarterly basis
Parameters for selection
Cash Shortage
Day begin-Day end
Number of bills
Zero billing Error
21. REWARD & RECOGNITION
STRATEGIES:-
Best Category Award
Objective: To enhance inter category competition & teamwork
Eligibility: All employees working in that category
Frequency: Held on a quarterly basis
Parameters
Visual Display
Category sales
Category Shrinkage
Category margin
22. REWARD & RECOGNITION
STRATEGIES:-
Honesty Award
Objective: To encourage honesty & integrity among employees
Eligibility: All front line employees
Frequency: Held on a quarterly basis
Parameters:
Based on comments received by customers on user feedback
forms & special nominations by peers
