Purpose
At DotActiv, we offer Quality Assurance Support to our Premium Support clients, providing them with measurable insights to monitor progress and evaluate the effectiveness of the DotActiv Category Planning process.
Our support includes a comprehensive review of all completed Consultation Packs to ensure full compliance with the DotActiv process, thereby ensuring optimal results. Should any knowledge gaps be identified during this review, we take a proactive approach, collaborating with the client to address and eliminate these gaps. This commitment fosters continuous improvement and drives sustained success.
The Process
The Account Manager plays a crucial role in ensuring the smooth execution of the client service process. This begins with the responsibility of requesting essential documents from the client, such as Consultation Packs in both DR (DotActiv Report) and PDF formats. Additionally, the Account Manager must determine the optimal approach for assessing the client’s needs and outcomes. This involves deciding which aspects of quality will be evaluated, which could include checks on specific categories, reviews of individual stores, assessments of the worst-performing categories, evaluations of two categories per planner, or a review of 50% of the team’s work.
To gain a comprehensive understanding of the client’s needs and challenges, the Account Manager provides a tailored Questionnaire based on the service that will be reviewed. This Questionnaire is customised based on the specific services relevant to the client, which may include:
- Category Planning: Focuses on strategies such as Clustering and Ranging to optimise product placement and assortment.
- Floor Planning: Involves the organisation of categories, products, and fixtures within a store to align with consumer behaviour, store objectives, and the overall strategic plan.
- Space Planning: Encompasses the development of Planograms, effective space allocation, and precise shelf placements to maximise sales and efficiency.
Upon completion, the client submits the Consultation Packs using their preferred platform, which could include the Viewer App, Activ8, a shared drive, or email. The Account Manager is then responsible for conducting a thorough spot check of these files to verify that all necessary documents have been provided. The Account Manager will then carry out the AM Pre-Check, which includes spot-checking the documents to ensure they adhere to the DotActiv Process. This guarantees the client that their work meets the DotActiv standard and also demonstrates to the client the meticulous steps we take to uphold our quality. If any files are missing, the Account Manager must promptly request them from the client.
Following the review of the Consultation Packs, the Account Manager compiles and delivers feedback to the client. This feedback includes a summary of the findings from the spot checks, and quality assessments, highlighting key areas of success as well as any issues or gaps that were identified. The feedback is designed to be constructive, offering clear and actionable insights along with tailored recommendations that address the client’s specific needs.
At DotActiv, we are committed to exceeding client expectations by ensuring their success. As part of this commitment, we provide specialised training to address any knowledge gaps identified during the Quality Assurance process. This training is customised to focus on the specific areas that require improvement, ensuring that the content is both relevant and effective.
Once the training plan is developed, the Account Manager will confirm the details with the client, outlining the proposed sessions, schedules, and learning objectives. To support ongoing development, a schedule for regular virtual training sessions is also established, providing continuous support and reinforcing key concepts. These steps ensure that the client receives consistent, targeted training that directly addresses their challenges, empowering them to achieve their goals and maintain high-performance standards.
Benefits of Quality Assurance
Quality Assurance is designed not to instil fear but to act as a tool for measuring progress toward fully realising the benefits of DotActiv’s Process. These benefits include:
- Objective Measurement: Provides clear, quantifiable data to evaluate progress and effectiveness.
- Consistency: Ensures adherence to established guidelines, leading to uniform and reliable results.
- Accountability: Encourages alignment with defined standards, promoting responsibility.
- Insightful Feedback: Helps identify areas for improvement and track achievements.
- Positive Environment: Focuses on fostering growth and improvement without causing stress or judgment.
- Motivation: Drives continuous enhancement by transforming success gaps into opportunities for development.
- Long-term growth: Quality Assurance systems help retailers build a solid foundation for long-term growth by delivering value to their customers and improving sales.
Conclusion
Our Quality Assurance Support is designed, not merely to uphold standards, but to actively partner with clients, helping them fully leverage the DotActiv Category Planning process. Through detailed insights and proactive support, we empower clients to continuously enhance their operations, achieve strategic objectives, and maintain a competitive edge in their market.