MY PLAN
COLLEAGUE GUIDE
Field Operations
MY PLAN
Contents A Message from Stewart Potts
Page 3
The Customer Promise
Page 4
Driving Performance
Page 6
My Plan Cycle
Page 7
Shared Values
Page 13
Career Pathways
Page 15
Notes
Page 16
A message from Stewart Potts Dear Colleague, Welcome to My Plan. We have huge ambitions to increase the size of our network and increase our market share within the home services market. Competition is fierce within the home delivery market and we need to ensure that we have well-trained and high-performing colleagues representing us in customers’ homes. To help us do this we’re introducing a consistent way of measuring and managing our colleagues’ performance – My Plan. My Plan will support us all in the process of setting clear and focused objectives; reviewing our progress against the objectives and the values and by making the most of our potential by building on strengths to develop. This handbook gives you information about the process we’re going to follow and documents we’re going to use to measure and manage performance. Going forward you will have four planned one-to-one reviews with your line manager each year, giving the opportunity to review performance and look forward to how you want to develop your career. The reviews will take place in August, October/November, February and you will have an end of year review in April. Your manager will use evidence from various sources such as Cupid, STAR and You’re Electric to help review your performance with you at each meeting. You will be able to provide your own evidence in examples of where you’ve demonstrated the values and where customers have given you feedback and this is your opportunity to have the conversation that will shape your future with us. Of course, alongside the planned review times your line manager will continue to review your daily and weekly performance and have regular conversations with you. I think adopting this process is a really positive move and I know that all colleagues can benefit from My Plan Yours Sincerely, Stewart Potts
MY PLAN TEAM PLAN
Specialist Retailer
Digital Starts with Us People Systems
Right Shops, Right Place
UNRIVALLED VALUE & CHOICE
Always on
EXTRAORDINARY PEOPLE
People Plan
Price
Say Yes More
Enhanced Journeys
CUSTOMERS FOR LIFE
THE CUSTOMER PROMISE
Connected
FAMOUS FOR SERVICES
UNIQUELY CONNECTED
Personalised Offers
Ways to Pay
Connected Channels
MultiPlay iD
Delivery to Suit
The Customer Promise In June 2015, we launched the Customer Promise to outline to everyone in Dixons Carphone, the business we wanted to build together. We said by having a clear and focused plan, we can make sure that we’re all pulling in the same direction! What is the Customer Promise? Our Customer Promise is the commitment we're making to our customers and colleagues to build the business we want to be, a business everyone will love. The Customer Promise is made up of our Strategy, our Plan and is underpinned by our Values. Our Strategy Five strategic statements that outline what we want to be famous for as a Dixons Carphone business: 1. 2. 3. 4. 5.
Extraordinary People Unrivalled Value & Choice Uniquely Connected Famous for Services Customers for Life
Our Plan 15 key programmes of activity will deliver our strategy • • • • • • • • • • • • • • •
Digital Starts with Us People Systems People Plan Specialist Retailer Always on Price Right Shops, Right Place Connected Services Delivery to Suit Ways to Pay Multiplay iD Connected Channels Say Yes More Enhanced Journeys Personalised Offers
MY PLAN
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REWARD & RECOGNITION
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COACH & GROW
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GET CLARITY & FOCUS
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REVIEW & FEEDBACK
REVIEW AND FEEDBACK - Reviewing how we are progressing against our objectives and values and to share open and honest feedback WHAT TO USE? 121 Review form for regular review session Pre peak form - October / November Post Peak Review - February End of year review form - April
Ge tC lar ity &
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Driving Performance
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CLARITY & FOCUS - Agreeing ‘what’ we need to deliver through clear outcome focused objectives and ‘how’ we want to go about them – our values WHAT TO USE? My plan - Objectives form WHEN? April WHO COMPLETES? Colleagues with support of line manager
COACH & GROW - Making the most of our potential by building on our strengths, helping us grow to get to where we want to be in the future WHAT TO USE? Personal & Career Development Plan, Star Feedback WHEN? Before or After Career and Development conversations WHO COMPLETES? Colleagues with support of line manager
REWARD & RECOGNITION - Rewarding and recognising our performance and contribution to delivering great business results where we can all benefit WHAT TO USE? You’re Electric Pay Review / Performance ratings WHEN? Throughout the year
MY PLAN
My Plan Cycle To successfully drive the development of high performing, skilled and engaged teams working together to deliver a consistent best in class experience for our customers, we have developed a brand new performance cycle for all colleagues and this is what it looks like: Your reviews will now take place 4 times a year! This is when we review how we are progressing against our objectives and values and share open and honest feedback:
August
October/November
REVIEW
PRE PEAK REVIEW
February
April
POST PEAK REVIEW
END OF YEAR REVIEW
MY PLAN
Clarity & Focus
GET CLARITY & FOCUS
CLARITY & FOCUS - Agreeing ‘what’ we need to deliver through clear outcome focused objectives and ‘how’ we want to go about them – our values WHAT TO USE? My plan - Objectives form WHEN? April WHO COMPLETES? Colleagues with support of line manager
MY PLAN
Review & Feedback
REVIEW & FEEDBACK
REVIEW AND FEEDBACK - Reviewing how we are progressing against our objectives and values and to share open and honest feedback WHAT TO USE? 121 Review form for regular review session Pre peak form - October / November Post Peak Review - February End of year review form - April
MY PLAN
Coach & Grow
COACH & GROW
COACH & GROW - Making the most of our potential by building on our strengths, helping us grow to get to where we want to be in the future WHAT TO USE? Personal & Career Development Plan, Star Feedback WHEN? Before or After Career and Development conversations WHO COMPLETES? Colleagues with support of line manager
MY PLAN
Reward and Recognition 1 REWARD & RECOGNITION
REWARD & RECOGNITION - Rewarding and recognising our performance and contribution to delivering great business results where we can all benefit WHAT TO USE? You’re Electric Pay Review / Performance ratings WHEN? Throughout the year You're Electric is about saying 'thanks' or 'well done' to other Dixons Carphone colleagues when they have done something fantastic and not only can you thank individuals, you can thank whole teams too. You can also pass on appreciation from customers too! You've told us that being recognised for doing a stand out job makes you feel proud, appreciated, valued and motivated, so we've designed this programme to make 'thanks' a part of our lives here at Dixons Carphone.
Making a difference: it’s what I do
THANK YOU FOR...
TO: DEPARTMENT: WE PUT THE CUSTOMER FIRST, ALWAYS WE ACT BRAVELY, CHALLENGE CONVENTION AND DO THE RIGHT THING WE STAND TOGETHER AS ONE WE KNOW EVERYONE CAN MAKE A DIFFERENCE WE BELIEVE ANYTHING IS POSSIBLE
FROM: DEPARTMENT:
THANK YOU FOR...
TO: DEPARTMENT:
I make amazing happen
WE PUT THE CUSTOMER FIRST, ALWAYS WE ACT BRAVELY, CHALLENGE CONVENTION AND DO THE RIGHT THING WE STAND TOGETHER AS ONE WE KNOW EVERYONE CAN MAKE A DIFFERENCE WE BELIEVE ANYTHING IS POSSIBLE
FROM: DEPARTMENT:
Why not put a smile on a colleague’s face and recognise them for doing something really great! Please ask a member of your Management team for a You’re Electric card, fill it in and hand it back.
MY PLAN
Reward and Recognition 1 REWARD & RECOGNITION
REWARD & RECOGNITION - Rewarding and recognising our performance and contribution to delivering great business results where we can all benefit WHAT TO USE? You’re Electric Pay Review / Performance ratings WHEN? Throughout the year
Performance ratings will help you identify how you’re performing in your role. To ensure you’re meeting performance goals, your manager will discuss this with you and provide relevant feedback.
MY PLAN
Shared Values We don’t just let our Company Values sit on the wall. We live, work and play by them on a daily basis – throughout the year and most importantly during reviews, you will have the opportunity to share how your everyday actions have brought to life the Dixons Carphone values.
WE PUT THE CUSTOMER FIRST, ALWAYS
WE STAND TOGETHER AS ONE
WE ACT BRAVELY, CHALLENGE CONVENTION AND DO THE RIGHT THING
WE KNOW EVERYONE CAN MAKE A DIFFERENCE
WE BELIEVE ANYTHING IS POSSIBLE
Over to you now… Don’t forget to record those great examples of where you have brought to life our shared values in your everyday role
My Shared Values
MY PLAN
Our love of the latest technology brings us together, but it’s our shared values that help us set out the business we want to be. These values might not always be easy, but they’re worth living up to – as a team, for ourselves and for our customers.
Here are some great examples to get you started WE PUT THE CUSTOMER FIRST, ALWAYS
E.g I Never leave a customer issue unresolved, I always take ownership and
ask for support or help from my colleagues when I need it
How do you ensure everything starts with the customer? How do you start everyday, every conversation, every new idea, everywhere in the business with the customer in mind? How do you make our customers lives better through winning and having fun?
WE STAND TOGETHER AS ONE How do you show humility, respect and kindness to others?
E.g I always mention to my managers when one of my fellow colleagues goes
above and beyond, to make sure they get the recognition they deserve, it makes me proud
How do you treat everyone in your team as family and our suppliers as partners? How when you're winning do you share that great feeling with your team?
WE ACT BRAVELY, CHALLENGE CONVENTION AND DO THE RIGHT THING
E.g I raise concerns when i don’t think something is quite right and check
that the issue has been escal ated by my manager so there’s less chance of it happening again
How do you show you're pacey, ambitious but never reckless? How do you learn through failure? When you faced a difficult decision were you able to do the right thing? How do you support others to do the same? If you want to say something, do you say it?
WE KNOW EVERYONE CAN MAKE A DIFFERENCE
E.g I always know i’ve done a great job when the customer tells me with a
smile, it makes the job worth doing
What ideas have you come up with recently? How do you show passion and determination? What does doing a great job really well and recognising excellence mean to you?
WE BELIEVE ANYTHING IS POSSIBLE
E.g I often feedback to my managers what my customers tell me, it helps
us move with the times and ensures we continue to do a great job
How do you make the impossible possible, everyday? How would you uncover future opportunities? How do you celebrate success? What are your ambitions for the future for you / your team / the business?
Blank copies are available from your Management team for you to share with us how you have brought to life our shared values!
MY PLAN
Career Pathways Your opportunities to develop and grow! Home Delivery Career Pathway Home Delivery Career Pathway 3 (CP3)
Home Delivery Career Pathway 2 (CP2) Home Delivery Career Pathway 1 (CP1)
7.5T Driver 3.5T Driver
No Licence
Standard & SMART TV Installa on Sound Bar Installa on Wet & Side-By-Side Installa on Hard Wiring
Standard & SMART TV Installa on Sound Bar Installa on Wet & Side-By-Side Installa on
Standard & SMART TV Installa on Sound Bar Installa on Wet & Side-By-Side Installa on Hard Wiring
Technical Services Career Pathway
Technical Services Career Pathway 2 (CP2) Technical Services Career Pathway 1 (CP1) SMART Home Monitoring (CCTV, Doorbell, Speaker) Hard Wiring Electric Cooker Installa on TV Wall Mount SMART TV Installa on Wet & Side-BySide Installa on
Eclipse Repair
Integrated Appliance Installa on Built-In Appliance Installa on Harding Wiring Electric Cooker Installa on
Technical Services Career Pathway 3 (CP3) SMART Thermostat Installa on & SMART Home Monitoring
White Goods Repair: Laundry Dishwasher Refrigera on Electric Cooking
Technical Services Career Pathway 4 (CP4)
Refrigera on System Repair (Re-Gas)
Gas Installa on Integrated Appliance Installa on Built-In Appliance Installa on Harding Wiring Electric Cooker Installa on
Technical Services Career Pathway 5 (CP5) White Goods Repair Inc Refrigera on System Repair (Re-Gas)
Gas Installa on Integrated Appliance Installa on Built-In Appliance Installa on Harding Wiring Electric Cooker Installa on
MY PLAN
NOTES...
MY PLAN
NOTES...