News

European electrical retailer deploys behavior monitoring system

June 12, 2012

Electrical retailer Dixons Retail is implementing Accuworks' behavior monitoring system in hopes of increasing the frequency and visibility of colleague behavior observations. It also hopes to highlight talent and spot areas for further development, according to a company press release.

Following a successful trial across a number of sites, Dixons, which has more than 600 locations in Europe, plans to introduce the system to retail stores on a region by region basis and is currently trialing it in other areas of the business.

Accuworks Perform facilitates a link between critical behaviors and the key performance indicators (KPIs) that these influence. This allows management teams to see a direct relationship between colleague behaviour and overall performance, enabling them to focus on particular behaviors to improve certain KPIs, Jordan Ambrose, managing director of Accuworks, said in the release.

Dixons Retail will use the system to monitor sales, service, health and safety and other behaviors critical to delivering excellent service to the customer, said Boyd Glover, head of skills training for Dixons Retail.

"The response to Accuworks Perform in the field trial stores was very encouraging," Glover said. "Our managers feel that the system will allow them to more easily nurture their team's behaviors, having a centralized mechanism to capture, store, analyze and act on them. Because interventions can then be assigned directly to the colleagues, it minimizes the time taken to spot a development need and intervene to help the colleague improve. And it provides instant feedback and recognition to the colleague when positive behaviors have been spotted. We know that learning 'on-the-job' is responsible for some of the best results in changing behaviors and Accuworks Perform facilitates this."

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