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The ReSOURCE Way: Opera1ons Strategy
1. Solidify our philosophy 2. Invest in our people to create a
leading edge workforce 3. Improve our processes to achieve
opera1onal efficiency 4. Develop a culture of problem
solving and con1nuous improvement
Part 1: Philosophy
Principle 1: Base decisions on our long-‐term
Philosophy -‐ Less Waste, More Opportunity.
Prac1ces • From mission to mantra • Living manifesto wiki • Mindfulness and reflec1on exercises
Part 2: Our People
Principle #2
Focus on and reward excep1onal performance
Prac1ces • Bonus and incen1ve program
• Excellence Awards • Friendly Compe11ons • Write-‐up Quotas
Prac1ces: • Decision-‐making matrix • Self-‐managed teams • Open book management
Principle #3 Push decision-‐making to staff directly interac1ng with customers/on the
“front line”
Principle #4 Develop career pathways to
encourage con1nuous learning and advancement
Prac1ces: • Career pathways chart
1 2 3 4 5
Sales Training Product Knowledge Training Leadership Development
Principle #5 Provide the tools and support staff
need to succeed
Prac1ces: • Invest in technology to empower staff
• Staff toolkit • Open book management
Principle #6 Promote a healthy, fun and happy
workplace Prac1ces
• Regular staff team-‐building
• Gross organiza1onal happiness
The Big Ques1on: Who eats whom for Breakfast?
Happiness!
Part 3: Our Processes
Principle #7 Use visual communica1ons tools to ensure accountability, transparency
and clarity.
Prac1ces: • “Scrum” project board • 5 why Problem solving wall • Team huddles • Lots of s1cky notes
Principle #8 Follow standards, and contribute to
their constant improvement. Prac1ces:
• Checklists for rou1ne tasks (opening/closing, cleaning, tes1ng)
• Price Guide • Dona1on Guide • Planogram store design
To Do In Progress
Done
Part 4: Problem Solving and Learning
Principle #9: Stop and address problems when and
where they occur.
Prac1ces • Take ac1ons at the root cause using the 5 whys.
• Empower staff to call team huddles at the problem board to address problems right away
Principle #10: Innovate by always trying new things,
experiment, fail and learn from mistakes
Prac1ces • Innova1on awards • Mindfulness breaks • Happiness
The ReSOURCE Way
Problem Solving
Philosophy
People
Process Improvement