Harris Teeter 的勞動力管理創新

成功案例

Harris Teeter

勞動力管理

Harris Teeter 的勞動力管理創新

公司

Harris Teeter 於 1960 年開設第一間超市起，直至今日、未來，成功的秘訣在於創新。無論是開設北卡羅來納州首間全空調超市、提供創新的葡萄酒與啤酒吧台，或是追求類似 Uber 的行動輪班職缺，創新一直都是 Harris Teeter 的核心文化。他們希望勞動力管理方案能達到同樣水準的創新。

企業挑戰

Harris Teeter 是 Kroger 公司全資子公司，總部位於北卡羅來納州，擁有超過 265 個零售地點、52 個燃料中心、3 個配送中心及 1 個乳製品加工廠，因此需要企業層級的勞動力管理平台，用於提升員工參與度、效率與客戶滿意度。Harris Teeter 的所有解決方案都必須反映並支援多元性與包容性的文化，這種文化與創新是其商業模式的基礎。Harris Teeter 希望勞動力管理方案不僅能支援公司持續推動的創新與包容性，還能帶來創新能力。

解決方案

Supports Harris Teeter’s culture of inclusion and innovation through innovative workforce management capabilities across the enterprise. Improved shift coverage and in-stock positioning due to enhanced labor forecasting and scheduling, leading to increased revenue. Greater associate engagement and job satisfaction to increase customer service and reduce turnover, hiring costs and training.

「多元化和包容性自然地融入 Harris Teeter 的框架中，從我們自己的同事到我們服務的客戶……我們發現，由多元化的同事群體所產生的創造力和想法，永遠更勝於任何特定單一群體。」

– 總裁 Harris Teeter

包容性文化

As a mid-sized regional grocer and retailer, Harris Teeter is in competition with everything from mega-stores to mom & pop shops. To compete successfully, Harris Teeter has a laser focus on three areas of its business: the diversity and inclusion of their workforce; an ever-increasing goal of customer satisfaction; and continued innovation in products and services. The three areas are mutually supportive. By having the associates in stores reflect the diversity in the customer base they serve, customers feel more welcome and comfortable. It also helps drive innovation.

Supporting innovation

Harris Teeter continuously strives to innovate in the way they serve their customers. Examples include having Starbucks locations in stores, offering “Hot Bars” serving pizza by the slice and other chef-prepared foods, omelet stations, sushi stations, burger bars and beer and wine bars. Their stores also support buy online/pickup in-store (BOPUS) convenience for shoppers.

Supporting all of its innovative customer services with a diverse workforce nearing 39,000 associates across its various business segments is a major challenge, especially considering some of the areas it serves have as low as a 1.25% unemployment rate. Harris Teeter chose to deploy Blue Yonder’s retail workforce management capability enterprise-wide to drive innovation in their workforce management practices.

Advanced scheduling capabilities enable Harris Teeter to automatically schedule associates weeks in advance based on past customer traffic and planned events. Harris Teeter gets heightened efficiency and better coverage, resulting in improved in-stock positions and customer service and satisfaction.

Driving associate engagement

Harris Teeter believes driving associate engagement results in higher associate satisfaction and retention, as well as improved customer satisfaction. Blue Yonder's mobile workforce management app gives associates 24/7 access to their schedules and time cards from their smartphones. In addition to their own shifts, associates can see and bid on uncovered shifts, as well as swap shifts with other associates. Managers can post open shifts and approve shift swaps.

Blue Yonder 的專業知識

Harris Teeter 相信 Blue Yonder 的創新行動應用程式可以提升各據點的員工參與度和值班情況。「我們希望能跳脫傳統思維，開始分享各據點的班次資訊。我們有些服務區域的幾家門市之間車程很短。員工可以查看並爭取這些班次。我們認為這跟 Uber 很像，員工可以看到並評估可選擇的班次，而主管可以在員工的班次結束後進行評估。」