Winning frontline engagement through focus on store employees.

1. Beijer Byggmaterial
Winning Frontline
Engagement
Focus on store
employees

2. Combining data sources provides a unique opportunity for
Beijer to prioritize the actions toward the stores.
The data sources are
• Employee data: How loyal and motivated are the employees in the
stores?
• Customer data: How satisfied are the customers?
• Financial data: Growth in revenue and size of the stores
The following slides will briefly illustrate how to take
advantage of all data sources.

3. 3
Utilize data to prioritize action
- Generating a prioritization tool by combining data sources
Employee
Satisfaction Index
Customer
Satisfaction Index
Growth in revenue
Store size
People prioritization
Use people experiences to
prioritize between stores.
Financial prioritization
Focus on large stores with low
growth.
Available data Initial outcome Final outcome
Specific prioritization
Combine objective knowledge
to make a subjective
prioritization between stores
that fulfill the criteria.

4. 4
55
60
65
70
75
80
85
50 55 60 65 70 75 80 85 90 95 100
People prioritization tool
- Combine employee and customer satisfaction to prioritize between stores
Employee Satisfaction Index
CustomerSatisfactionIndex
Fix
StrengthenObserve
Capitalize
Colors indicate segment: Strengthen, Capitalize, Observe and Fix

5. 5
80
90
100
110
120
130
140
10 12 14 16 18 20 22 24 26 28 30
Color explanation
• Strengthen
• Capitalize
• Observe
• Fix
Financial prioritization tool
- Use of additional data to give clear prioritization
Store size
Growth
Fix:
Large store that fails to
deliver a great performance
Strengthen:
Store that delivers a
great performance. Use
to make an internal
best practice.

6. 6
Specific prioritization
- Prioritize overall actions according to findings from available data sources
Immediate action Grow
Best PracticeFollow up
People
Financial
Finding: High performance
on employee and customer
satisfaction together with
great financial
performance.
Action: Use to learn best
practice within the
company’s own work
force.
Finding: Stores that are
scoring low on employee
engagement and customer
satisfaction together with
a low financial result.
Action: Clear indication of
immediate action.
Finding: The current high
level of financial results
may be at risk due to poor
satisfaction among
employees and customers.
Action: Increase employee
and customer satisfaction
to avoid drop in financial
results.
Low
Low
High
High
Finding: High performance
on satisfaction but with a
financial result that leave
room for improvement.
Action: High satisfaction
creates the foundation for
increase in financial
results in the future.

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