BOSTIN NEWS
01 2019
IKEA BIRMINGHAM
Party mas Page 8 t s i r Ch os Phot 2018
Gott Nytt Ã…r!* * That's "Happy New Year!" in Swedish...
Hej!
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What's inside this issue? CO-WORKER OF THE MONTH
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Living Wage Rates 2019 Your new co-worker hourly rate is now live!
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IKEA Birmingham's 2018 Christmas Party Photos
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Textiles 360 Project - The Grand Opening! We're officialy open! The Textiles 360 Project is finished. Take a look at our brand new department...
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IKEA Birmingham Supports Local Homeless Charity
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IKEA Value of the Month
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Sophie Potter and the Mystery of the Missing Stock
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Breakfast with Santa & Letter to Santa An update on our Christmas Marketing events in store...
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Tack! The INGKA Group Loyalty Programme
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5,000 trees, 2 weeks, 1 team! A thank you to everyone who helped sell our Christmas Trees this year.
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Adhering to our Returns Policy
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YEAR A huge congratulations to Paul Clarke from Comm&In who was awarded the title of 'FY18 Co-Worker of the Year' by our Store Committee. Paul was Co-Worker of the Month twice in FY18 and his prize is a trip to Sweden with the rest of the UK&IE's winners!
FY18 KE LAR C UL PA IN M& M CO
Congratula
tions!
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Giving our co-workers recognition for going above & beyond to help make the wonderful everyday a reality!
Here's why Charlotte was nominated...
NOV
CHARLO TTE M COMM & ARSH IN
"Charlotte has played a huge part in the Textiles rebuild by taking on the thankless task of working the marquee and fixtures; the past month she has put her head down and worked tirelessly, in all weather..."
"...She has often been soaking wet and freezing cold but still a smile on her face." "Her relationship with Logistics has been fantastic, especially with the drivers. Because of her working together, and her values, she has built some real trust and respect with Logs."
Did you know you can now nominate co-workers via our online form? Scan the QR with your smartphone, or enter the link below into your web browser. https://goo.gl/forms/HIN2ahEIeo0ymeaD2 5
Your new Living Wage rate is now live! ÂŁ9.00 per hour for every co-worker
At IKEA we are proud to be the first country-wide major retailer in the UK to commit to implementing and paying the real Living Wage to our co-workers. We view the real Living Wage as a long-term investment. The Living Wage Foundation has released the new rates for 2019. From 1st January 2019, all co-workers, regardless of age, will receive an increase in their hourly pay. The hourly rates are set independently and updated annually. They are calculated according to the basic cost of living in the UK. This commitment is just one part of a wider transformation IKEA is making into basic co-worker conditions, working closely with the IKEA Employment Standards. Ask your HR team or Line Manager for more details. Read more on IKEA Inside.
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A GREAT BIG THANK YOU! This year we’re celebrating IKEA’s 75th Birthday. To say thank you for your contribution over the past 75 years we will be offering co-workers the opportunity to pay 75% of the price for one complete transaction between 10th September 2018 - 1st December 2018. Valid only with your Employee ID.
CE! N A H C LAST 1st January Ends 3
Happy shopping!
25% BIRTHDAY DISCOUNT
*
Check your co-worker email for your voucher
* Discount available in-store for one complete transaction. Including IKEA products and Swedish Food Market. Alcoholic products and services excluded from the offer. Same rules applies as for the IKEA Group Rule on Staff Discount. If you have any questions regarding the voucher, please speak with your HR team.
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Thank you to everyone who helped this make this year's Christmas Party happen, and thanks to everyone who came - it was an amazing night! The photos from the night are now available here: P:Drive/Available to All/Christmas Party 2018
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IKEA Birmingham's Textiles 360 Project - The Grand Opening!
Last month after weeks of planning and building, we opened our brand new Textiles department - as part of the Textiles 360 Project. This saw an entire rebuild, creating a space that was inspiring for our customers and also a place where our co-workers are confident to work and sell our brilliant products. 10
Textiles 360 got it's name from the very meaning of 360 – we wanted to completely surround customers in colour and inspiration by immerging them in our beautiful range. Our main goal for the department was to not only inspire our customers with our amazing solutions but also make their shopping experience easy and enjoyable. This involved such in depth research into customers shopping habits, top 10 questions, customer flows, looking into competitors and so, so much more. Gathering all this information allowed us to work with groupings to ensure our customers could easily navigate the new department, as well as be wow-ed with quality, our range and brand new medias.
Being part of the Textiles 360 Project has been an absolute pleasure. The project itself kicked off with such a bang on the first night when we tore down Bathshop and Home Org I think that buzz held the Wednesbury spirit throughout the entire project, making it run so smoothly with the (sometimes delirious from lack of sleep) smiles beaming the whole way through. It was an amazing opportunity for so many areas across the store to pull together and deliver what you can see today – a stunning Textiles Department, with a glorious future. Danielle Mason Comm&In, Visual Merchandiser
Not only did we work so hard to make it enjoyable for our customers, but our co-workers were a big focus too. Securing walkways, using base wheel shelves and ensuring ready to sell solutions were used where possible was a priority to help logistics and sales co-workers in their day to day. We also took every opportunity for dual locations through-out the department and introduced brand new add ons, helping to drive the GM sky high. This will always be growing and moving forward too as the department settles into its new routines.
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I was very excited to be asked to plan the new layout for the Textiles 360 project Birmingham - I had spent eight months in the Milton Keynes store working closely with the UK&IE VM Leader and Sales leader, where I planned and implemented the pilot project and was really happy that its success had resulted in the roll out for the whole of the UK and IE. The idea of the project was to transform and revitalise the brand in the eyes of the consumer and deliver a plan for textiles that would accelerate the growth now! And take a step to lead the textile business in the UK by 2025. It was quite a surprise to see that Ikea home furnishings were only forth in the UK, falling behind retailers like Argos. Our aim was to revolutionise the customer experience through Textiles engaging with our customers emotionally in all channels. By using Textiles as a driver for inspiration, and a driver to position our brand Our goals for the project were to make our Textiles department the destination to see something new & unique every visit; be seasonally relevant; and to show a co-ordinated range that enables the customers to make quick, easy and affordable changes in their home - thereby reaching the many people.
Inspirational, co-ordinated and vibrant. Making choices easy, for more of the many.
Our new sleep department is now a hub of knowledge and inspiration that enables our customers to find the perfect sleeping choice and sense of well-being. We’re also giving the customer trust in our brand by showing them products to try before they buy, knowing that they will leave the store with the right products, first time. Together Comm&In, Sales and Logistics implemented the fantastic new and inspirational shop over the three-week period. We had days of laughter, some days of tears, but mostly a feeling of togetherness which is, of course, what we do best at IKEA Birmingham. We also had lots of boxes of celebration chocolates to keep us going! Sarah Johnson Comm&In, Visual Merchandiser
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The 'Sleep Department'
Picking blinds has never been so easy!
Try before you buy - pillows, fitted sheets and duvets.
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We donated 200 sleeping bags to local charity, Birmingham Homeless Support Team! To celebrate the opening of our new Textiles department we donated 200 sleeping bags to a local charity, Birmingham Homeless Support Team, who support the homeless on the streets of Birmingham City Centre. Birmingham Homeless Support Team support the homeless by providing clothing, toiletries and sleeping equipment/bedding to people living on the streets of Birmingham. They also work alongside a local Sikh temple to provide food & drink. 14
Members of BHST came in on the opening day of our new department to collect the donation. Clothing collection for Walsall Glebe Centre We also set up a collection point in our General Office for hats, scarves, gloves, socks and underwear for another local homeless charity, Walsall Glebe Centre. A huge thank you to everyone who has donated!
IKEA VALUE OF THE MONTH What is togetherness? Togetherness is at the heart of the IKEA culture; we are strong when we trust each other, pull in the same direction and have fun together. Say "hi" to a new colleague today. For all IKEA key values, visit IKEA toolbox: toolbox.inter-ikea.com/ ikeavalues
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Using an RDT means we keep our stock accurate for our customers. Always carry & use your RDT when on the shopfloor to: • Maintain stock accuracy e.g. 310’s and 390’s • Record accurate stock locations 16
Did you know you can now get IT support via Skype? What?
Why?
We have introduced a new feature which will enable you to use Skype to get IT support, instead of calling on the phone. Quick and easy, advice whenever you need.
To provide a quick and easy way to follow up and get support on your existing IT tickets. Perfect to ask quick questions, rather than waiting on an assistant on the phone.
When?
How?
You can reach us on Skype, Monday-Friday, between 7am and 4pm.
Via our existing tool, Skype for Business, which is already on your computer. The "IT Support" contact has already been added to your favourites on your Skype contact list. Start chatting today!
Other ways to get IT support
For high priority issues, always call 0203 645 0030 or the shortcut *07 from any IKEA landline or mobile phone. To log a call, report an issue, or anything else, visit the UKIT home page on IKEA Inside. Or you can email them at itservicedesk@ikea.com 17
Familes and children enjoying breakfast
IKEA FAMILY member exclusive: Breakfast with Santa 15th-16th, 21st-23rd December 18
Baloon modelling with Georgia
This year, instead of having a grotto for Santa, our IKEA FAMILY members got an exclusive 'Breakfast with Santa' event. Families bought their children who each received a free kids' breakfast, a gift and a visit from Santa himself! The event ran over the two weekends before Christmas and was a huge success. We also had a selection of arts & crafts, plate decorating & baloon modelling courtesy of Georgia from Dining. We had some incredible feedback from the attendees - of which we had a 74% attendance rate - all who rated their experience on average a fantastic 9.5/10! These attendees also went on to spend £1,217.39 in store.
Here's some of the comments we received from families... “So much more than I expected, my one year old and three year old loved the magic of meeting Santa. Lots to keep them excited.” "Thank you for a fab morning. Our little one thought it was wonderful. The staff were excellent, they were a credit to IKEA. Please do it again next year!" "Lovely festive experience, Santa was brilliant with the children and spent lots of time with them. Will be back next year." "This was the best one (Breakfast with Santa) we have done in the 12 years of having kids. Thank you and Merry Xmas." A huge thank you to everyone involved in making this event possible!
Georgia, Kyle (Santa) and Charlie (Santa's elf)
Special thanks also go out to Georgia Jeavons, Jess Haydock, Sharon Havelin, Charlianne Link, Kyle Davies, Rob Morgan, Mandeep Dosanjh, Charlotte Marsh, Harriet Round and Stacey Butler for all your support from Amy, Jade and Liam (Marketing). 19
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Letter writing station in Living Rooms
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Tack! We believe in saying thank you. The INGKA Group Loyalty Programme Tack! is a way we say thank you for your loyalty and your long-term contribution to the success of IKEA. We are happy to announce that the global funding for Tack! in FY18 is: ÂŁ103 million.
The allocation for a full-time equivalent in the UK is: ÂŁ735 - that's money straight into your work pension! We believe in saying thank you! To find out more, search for "Tack!" today on IKEA Inside. 21
Jess, Rachel and Bharti
Amy, Steve and David
5,000 trees 2 weeks 1 team! A huge thank you to everyone who supported selling Christmas Trees - we cleared 5,000 trees in just over 2 weeks - that's record breaking time. You all showed true togetherness!
Dan
Anasha, Lorna, Samantha Michelle and Laura
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Aimee Selina and Kellie
Ricky, Laura and Mo
Martin
Laura and Kasia
Jess, Steve and Sharon
Natasha and Selina
Jonas
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Adhering to our
Returns Policy We all know that costs are a major focus for us this year, therefore, please have a re-read of our Returns Policy as noted below and ensure that when serving customers you advise them to retain receipt as proof of purchase and make sure you are fully aware of the policy in case you are asked any questions. By simply reducing the number of non-receipted returns we know we can hit our TT325 (Returns) goal this year, with everyone’s help!
365
Read the full Policies and Terms & Conditions at www.ikea.co.uk/returns
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365 days to change your mind* It's important to us that you're happy with your IKEA purchase. If you're not totally satisfied you can return it within 365 days. We will give you a full refund by the same method as your original payment for products that are returned with proof of purchase in new and unused condition and, if possible, the packaging. You can return any product, even if you assembled it, as long as it's in re-saleable condition. Unless faulty, we may refuse the return or offer an exchange or gift card only if the returns criteria are not fully met. If you purchased online and change your mind, provided you cancel your total order within 14 days of receiving it, we will also refund your delivery charge. *Terms & Conditions apply.
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Love it or exchange it - your new mattress in 90 days* It takes time for you and your new mattress to get used to each other. That's why we give you 90 days to be sure you're compatible. If the chemistry isn't right, simply come back and choose another mattress. When you've found your perfect match, you can sleep easy for years to come with our free 25-year guarantee. *Terms & Conditions apply.
MONEY ADHERING = SAVES US In FY18 we gave back around 4% of our sales in all returns alone - this is approx ÂŁ1.4m (in bad returns). These are all returns that could have been avoided and gone straight into our store sales. By identifying our most returned items and the reasons for their return, we can prevent losing out on money. By adhering the policy also means we're going to save money. Speak to your Line Manager today to find out how you can help and be sure to have a clear understanding of the Returns Policty when selling to customers. Remember always keep your reciept!
If we reduce our number of returns by 20% in FY19 we could save ÂŁ995,000.00 in sales alone. This works out to 1,337 co-worker hours per week that could be invested straight away to help departments in need. Our Bedrooms Department have already reduced their return rate by 59% in just 7 weeks - imagine what we could all acheive as a store if we work together on tackling TT325's!
For more info contact Pete Walker, Dawn Lloyd or Julie Wilson from Customer Services 25
Tack för att du läser! (That’s “thank you for reading” in Swedish)
Want to feature something in Bostin News? Drop an email to liam.hill1@ikea.com or pop into the General Office for a chat! 26
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NOMINATION FORM Name & Department of the co-worker you’d like to nominate:
Š Inter IKEA Systems B.V. 2018
Why do you want to nominate this co-worker? How have they made a difference, grown the business or delivered results through exceptional performance and behaviour, in line with the IKEA Values?
Your Name & Department:
Date:
Cut off this page & post it in the co-worker of the month postbox by the clocking in machine.