colour? - FeelGood

Welcome to this simple guide which has been
created to help you get to grips with how we
measure store performance at Costa. In here
you’ll find explanations on the tool we use to
illustrate our performance, the WINcard along
with some guidance to help you understand
the part you play in influencing the results
published on a monthly basis.
The what?
There are 4 key areas (also known as stakeholders) used
to measure our performance against our people, guests,
investors and the community.
The why?
We have a commitment to make continuous improvements
in these 4 key areas, using targets to help us know what
we are aiming towards.
People
by taking care of our people...
Guest
our guests will have a great
experience and want to come back...
Investor
driving up profits and sales,
keeping our investors happy...
Good together
whilst we’re doing the right
thing for the environment &
communities we touch.
Getting to know how you’re doing?
Each month your store will receive an update on the
difference you are making against your targets by using
the WINcard (WIN standing for Whitbread In Numbers)
colour coded tracker. This will mean you’ll know as a team
if you’re ahead of the game, on track or on the way to
achieve great things.
Your role is key...
Understanding the influence you have on these measures
will certainly help make the positive impact we strive for in
these 4 key areas. Inside you’ll find all you need to know
to get you started...
What’s in a
colour?
Understanding how the colours on the
WINcard represent the performance of
your store.
11
20
Target
2010
Target
Green
On target or better
Amber
Below target but better than last year,
or a target as set by the business
Red
Below target, and below last year
plained
The measuruecex
ea
and how yoe an mak
differenc
People
Team Turnover
It’s really important to Costa that
you love working for
us and we’re sad to see people leav
e, especially if it’s
something we could have avoided
. Using team turnover as
a measure helps us focus on making
Costa a great place to
work so you don’t want to leave.
Monthly track of
your progress
P01
Actual
P02
Actual
P03
Actual
P04
Actual
P05
Actual
People
P06
Actual
P07
Actual
P08
Actual
P09
Actual
P10
Actual
P11
Actual
P12
Actual
YTD
Actual
Guest
Investor
Good Together
Team Engagement
Although not a scoring measure with
in stores, as Costa we
use ‘Your Say’ to gauge Team Eng
agement (how satisfied,
committed and loyal you feel about
working for Costa).
It’s important to us as a business
that we understand how
engaged our people are feeling and
run ‘Your Say’ twice a
year to help with this.
Health & Safety
We all have responsibility for Health
and Safety and Food
Safety within the store. Making sure
we adhere to these
everyday means that when it comes
to our annual audit
we’ll pass with flying colours. You
r Store Manager will
provide the guidance on what need
s to be done – support
them in getting it right first time.
What we don’t want is:
• Fire alarm testing not completed
• Unfit food in your store
• Unsatisfactory levels of cleaning
les Growth
Like for Like (L4L) Sa
will
open a while, like for like
en
be
who have
For stores
w vs this
w the store is doing no
sound familiar. This is ho
time last year.
t set until
s will be a budget targe
For our newer stores thi
e you’re
sur
ke
ma
p
hel
for like. To
the store becomes like
is an
er
tom
cus
ry
eve
r
remembe
smashing your target,
roach
app
d
with this. Our tailore
opportunity to help you
thing
ht
rig
the
ans we can offer
to serving customers me
needs.
while still meeting their
o another
more of our range is als
Getting customers to try
reases
inc
g
plin
this measure – sam
great way to help with
ses
rea
inc
n
tur
in
s
thi
products,
awareness of our great
our sales.
Profit Growth
Guest
Costa Check
we maintain the highest of
Costa check is there to make sure
to enjoy when visiting our
brand standards for our customers
s in your store it reviews
stores. Carried out on a regular basi
e, food presentation and
coffe
our
of
the standards and quality
your store is clean, inviting
cleanliness of the store. Make sure
y time.
and serves a great cup of coffee ever
Year-to-date
performance
Investor
enditure.
need to control our exp
To protect our profit we
quantities of
ly ordering the correct
Making sure we are on
mbers
m
right number of tea me
products and having the
usage
y
icit
ctr
ele
s this. Gas and
working will help toward
off
n
tur
to
t
ge
for
n’t
asure – do
also impacts on this me
d.
de
nee
t
no
y’re
the
en
ing wh
lights and air condition
materials,
consumables (cleaning
Waste, labour control,
be
to
d
nee
all
stock loss
takeaway cups etc) and
monitored carefully.
Good Together
Food Wastage
Food for thought... if you’re not chec
king dates of
products regularly or rotating prod
ucts effectively it
will have a negative impact on this
measure. This and
not over ordering food, that then
isn’t sold, are both
examples of how you as a store can
make sure you stay
green on this one.