Harris Teeter 的劳动力管理创新

成功案例

Harris Teeter

劳动力管理

Harris Teeter 的劳动力管理创新

公司案例

从 1960 年开设第一家杂货店直至今日，Harris Teeter 立于不败之地的秘籍就是创新。无论是在北卡罗来纳州开设第一家全空调杂货店、提供创新的葡萄酒和啤酒吧，还是追求类似 Uber 的移动轮班，创新都是 Harris Teeter 的核心文化。他们希望劳动力管理解决方案也能达到同样的创新水平。

业务挑战

总部位于北卡罗来纳州的 Harris Teeter，是 Kroger 公司全资子公司，拥有超过 265 家零售门店、52 个加油站、三个配送中心以及一家乳制品生产厂。公司需要一个覆盖全企业的劳动力管理平台，以提升员工参与度、工作效率和客户满意度。Harris Teeter 的任何解决方案都必须体现并支持其多元化与包容性文化，这一文化与创新一起构成了其商业模式的基础。Harris Teeter 希望获得一个劳动力管理解决方案，不仅支持其持续推动创新和包容性，还能带来前沿的创新功能。

解决方案

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而然地融入了 Harris Teeter 的整体框架，从我们的员工到我们服务的客户……我们坚信，多元团队激发的创造力与智慧，永远会超越单一群体的思维局限。”

– Harris Teeter 总裁

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 专业方案赋能

Harris Teeter 认为，Blue Yonder 创新的移动应用能有效提升员工积极性并扩大跨门店人力覆盖。“我们希望突破传统思维，实现跨门店班次共享。在部分覆盖区域，多家门店距离相近，员工可查看并竞聘这些班次。我们设想构建类似 Uber 的运作模式，员工可查看并评级可用班次，店长在员工完成班次后亦可对其评分。”