Align on retail store priorities with daily live huddles
With thousands of retail stores spread across 22 states in India, the leadership of Airtel’s retail business was looking for a way to drive compliance with daily business processes at all its stores.
One such process is a daily morning five-minute huddle that a store manager is expected to do with their store staff. However, day to day work pressures at all levels led to low compliance with this process. Besides, it was difficult to ensure that the quality of huddle was high enough to give clear actionable insights for the team.
With Workplace, each store manager is required to post their daily huddles live on their zonal manager’s group and the zonal manager is expected to spend 15-minutes every day reviewing three huddles at random and giving actionable improvement feedback in comments. Posting huddles live ensures compliance and manager’s feedback improves the quality of huddles. An auditor reviews if any store didn’t post their live huddle video before the expected time of the morning in which case the store manager is required to explain the reason for non-compliance.
How to do it in your organisation in three simple steps
- Create ‘Closed’, ‘Teams & Projects’ type groups for all levels, e.g., stores/branches, regions, zones. Make the respective managers admin of their groups. Give posting permissions to all members and allow new members to be added only through admin approval [Resources here]
- Ask store employees to rotate the responsibility of streaming daily morning live huddles on their store or regional/zonal manager’s group as appropriate.
- Ask the regional/zonal manager to watch 2-3 videos everyday and give feedback in comments.
“Morning huddles in video format make it possible for zonal managers to give daily improvement feedback to store managers. Also the rewards and recognition can be broadcast immediately which further helps in driving the right behaviors.” – Circle (State) Retail head, Airtel
Bharti Airtel (“Airtel”) is a leading telecommunications services company with operations in 17 countries across South Asia and Africa. As on Mar 31, 2018, it was the largest mobile network operator in India and the third largest in the world and serves over 413 million subscribers across its operations.
Airtel’s retail business operates in 22 circles (geographies) in India through a network of owned and franchisee stores. More about Airtel here.