prepared for: the sports authority management committee prepared by imran anwar nicholas ciolino...
TRANSCRIPT
The Sports Authority Management Challenge
Prepared for:
The Sports Authority Management Committee
Prepared by
Imran AnwarNicholas CiolinoStefan Sansone
Ian KannadyVictoria Hudak
Sr. Sales Associate scores steadily decreasing
Faced with problems of customer satisfaction
Redesign of employee incentive program necessary
Current Challenges
April May June0
20
40
60
80
100
120
140
S.C.A.L.E.S. Scores
April May June0
5
10
15
20
25
Second Quarter Scores
SA Promoter Csat Score Senior Sales Score
Rockwall Stonebriar Denton LBJ & Midway Mckinney Plano Caruth Plaza West Plano0
20
40
60
80
100
120
140
160
District S.C.A.L.E.S. Scores
April May June
Increase Senior Sales Associate scores through additional training & new incentive program
Make the daily morning “huddle” a more comprehensive mandatory program; not just “meet” in the morning, and let the chips fall where they may. Management needs to follow-up throughout the day with individual's & teams
“Loyalty” program will be incentivized to create ‘immediate’ gratification for customer at point-of-sale
Establish ‘team’ concept where a weak associate is paired with a strong associate
Possible Proposals/Resolutions
Increasing total SA Promoter Score
Focus on more management interaction with employees/teams
Departure speech from sales associate to customer
Text message follow-up for customer service
Proposals/Resolutions cont.
Increased customer retention and repeat customers
Increased senior sales associate scores
Promotes healthy competition between sales associates
Shows management potential ‘rising stars’ for promotion consideration
Helps mitigate negative feed back from customers
Ultimately facilitates building cohesive teams that exceeds expectations
Benefits
Jan 1st, 2015 Project approval
Jan 21st, 2015 Initial progress review
Feb 11th, 2015 Secondary progress review
Mar 5th, 2015 Tertiary progress review
Mar 26th, 2015 Finalization of project
Apr 10th, 2015 Review of PROGRAM Results
Projected Implementation Timeline
Increase overall S.C.A.L.E.S. scores
Benefits the Sports Authority image
Increases overall customer satisfaction
Sales increase through better company image &
improved customer satisfaction
Conclusion
Questions & Answers