partner induction pack - partnership at specsavers · 2019. 11. 27. · partner induction pack what...

Partner Induction Pack

What lies ahead is the exciting opportunity to own and partner in a Specsavers business, leading and developing a team of people to deliver the best services on the high street. It goes much further than this, though. With more than 2,000 partnerships across the world in optics, audiology and domiciliary, you’re part of a global network of experienced and passionate partners who learn from each other and share enterprising ideas and strategies.

I’m sure you’re looking forward to starting, but I’m also conscious that the first few days as a partner can be challenging and feel very different. Let me assure you that there are plenty of people around to help. This induction pack should help answer some of the questions you might have. I recommend you use it as a working document.

Your Regional Relationship Manager (RRM) is your local support person and will be available to you particularly during these early weeks.

In your opening week you will get a call from a member of the Partner Support Desk team who are always there to help – contact them on 0845 241 0200.

If you haven’t yet discovered the benefits of the mentoring programme, I strongly recommend you take up the offer of a mentor. We have more than 100 experienced partner mentors across the group, so there’s bound to be someone suitable nearby who can help guide you through the next few weeks and months.

Finally, you will shortly receive an invite to the Welcome to Partnership workshops held in Guernsey. This is a ‘not to be missed’ opportunity to meet other partner colleagues who have started around the same time, have dinner with someone from the board and spend time with members of our support office teams.

I look forward to meeting with you very soon and if there’s anything I can do to help make your transition into partnership as smooth and enjoyable as possible, then please feel free to drop me an email or give me a call.

Best wishes

Jack IsmailPartnership Director

Dear Partner,

Congratulations and welcome to the Partnership! I know how hard you’ve worked to get to this point and I wish you all the very best for the future.

Using this packThis Partner induction pack (PIP) has been designed to help you get the best from your first three months as a partner. It will guide you on how to lead and manage your business on a day-to-day basis and prompt review conversations with your RRM.

Most of the information you need is in this document or on the Partner Academy section of iLearn, Specsavers learning and development platform. However, elements of the programme will require you to log in to StorIQ, Specsavers action-based operations platform, to complete tasks. Both of these platforms are explained in more detail in this guide.

By the end of the PIP you will have:• Completed a finance review with your RRM and Business Development Representative• Built a bespoke 12-month business plan suited to your needs and objectives• Demonstrated competence in operational excellence

Communications

Specsavers main communication channel is the intranet. All partners and colleagues have access to Connect, which is the main platform for business news and holds all long-term information required to run your business. You can access this within your store network or outside of it through the Remote Access Portal on your business laptop. To request this, raise a request through the IT service desk platform ServiceNow.

You also have access to the Partners site on SharePoint. This is accessed through Office 365. It’s where all business news and information is stored that colleagues don’t need access to, such as product cost prices.

Domiciliary partners and colleagues have a dedicated site on SharePoint that serves as their version of Connect. It’s available outside of the Specsavers network without you needing to go through the Remote Access Portal.

News Day Thursday

As the name suggests, this weekly email is sent to all partners and relevant support office colleagues each Thursday. It contains all the headline business messages for the week ahead, as well as useful publications such as the Partnership Letter, the Merchandising and POS audit guide, and Product in Focus.

News Day Thursday (NDT) is your one-stop communication for everything you need to know. It’s where you’ll find out about updates, projects and events first and it’s your responsibility to ensure you read it each week. Where relevant, you’re encouraged to share information with your managers and colleagues.

The emails are split into business areas, so if you are a retail partner with shares in audiology and domiciliary businesses, for example, you’ll receive all three versions – optics, audiology and domiciliary. The content will often point you to more information on Connect, the Partners site and/or the Domiciliary site.

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Publications

The Partnership Letter is a weekly update from a member of the UK and Ireland Board – usually the Managing Director or Optics General Manager. It’s a topical personal message covering business updates and trading information, with a light-hearted And finally… section at the end that covers anything from the latest store opening or partner success to amusing media coverage of Specsavers or a local story from around the partnership. It’s sent out with News Day Thursday and is one of the best-read internal publications.

Product in Focus and In the Frame are produced by the Product team and cover everything you need to know about frames, lenses, hearing aids, accessories and more. The fomer covers optics and audiology, while the later focusses on the important details of our current frame range.

The Merchandising and POS audit guide does exactly what it says on the cover – it’s your indispensable fortnightly guide to what marketing and point of sale materials should be on display in your store or audiology business. It’s sent out with News Day Thursday and sits on Connect and StoreIQ so all colleagues can access it at all times.

All window display information for the duration of each edition is inside, along with details of all campaign and promotional materials that you should – and should not – be displaying. If you’re not sure what is current and what isn’t, this is the guide to refer to.

Emails

From time to time you will receive targeted emails direct from support office teams and individuals. Often these are important business messages that require your attention. Examples of these will be reminders to complete relevant training, updates about new and ongoing projects, personnel changes and business-critical actions.

Where the information is relevant to the whole partnership or more than 100 stores or businesses, the information will be contained within News Day Thursday where possible. However, sometimes it is necessary to email you separately – especially where it doesn’t concern all businesses or all partners.

If you feel you are receiving irrelevant or excessive ad-hoc emails that are not useful or important to you, let your RRM know in the first instance. It’s the aim of the UK and Ireland Communications and Engagement team to ensure your inbox is not bombarded with unnecessary emails. Contact the team at [email protected] if you are unsure why you have received an email.

Text messages

Please ensure your RRM has your business mobile number and that it has been record correctly with payroll and the legal teams. Specsavers will only text you with business-critical and important messages. These will also be added to Connect, the Domiciliary site and the Partners site where relevant, but some messages are time-critical and should be delivered to you quickly and clearly.

This facility should not be abused, so if you are receiving Specsavers texts that you feel are inappropriate, contact your RRM in the first instance or email [email protected] and a member of the team will get back to you.

CMs, webcasts and the annual seminar

There are two or three divisional Communications Meetings (CMs) each year, where partners get together to hear messages from support office functions about what’s coming up in the next quarter. There are divisional updates on performance as well as recognition for long service and a chance to network with your peers.

Supporting these meetings are monthly webcasts, where shorter business messages are shared. You and your managers will be invited to dial in, with dates and registration information shared on Connect and through News Day Thursday.

Once a year in November there’s a two-day seminar for you and your managers. The event includes an exhibition of stalls from internal departments and external suppliers, including the Store of Today – an overview of what’s coming up in the world of products, technology and innovation.

The two-day agenda includes a guest speaker, sessions presented by CEO John Perkins and members of the UK and Ireland Board covering a wide range of topics across all business areas, product launches, smaller break-out sessions and the chance to network with your peers, the RST and support office colleagues. It’s the highlight of the Specsavers calendar and you and your managers will be encouraged to sign up through Connect ad News Day Thursday.

StorIQThis is the platform for action-based tasks in your business. As a partner, StorIQ:• Allows you to see what needs to be delivered and when• Shows you outstanding business-critical actions• Enables you to manage your team’s day-to-day activities• Allows support office teams to deliver world-class

brand launches to your teams• Gives you key information • Is a platform that helps you work closely with

your RRM

Login for the first time

• Visit https://specsavers.storiq.net and click ‘Need a new password?’.• You’ll be asked for your email address, which will trigger an email with reset instructions: - Optical store – your dir address (not your name.surname one) in the following format: UK store opened before 2018: [email protected] Ireland store opened before 2018: [email protected] UK store opened after 2018: [email protected] Ireland store opened after 2018: [email protected] - Audiology business – your hjvp Address in the following format: UK business: [email protected] Ireland business: [email protected]

• Managers have their own login to StorIQ using their mgr email address: - UK stores: [email protected] - Ireland stores: [email protected]

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There are three types of tasks on StorIQ – campaigns, communications and business reviews:

Campaigns

These are tasks that require you to upload an image. Photos of implemented brand launches and installed point of sale enable support office teams to review launches and improve guidance and communications. It also helps in sharing best practice and celebrating incentive successes.

Communications

These tasks require an action, such as a survey to be completed, and are prioritised by date. As a partner, you can also create communication tasks for your management team to action.

Business Reviews

These provide a structured framework to support business initiatives, such as attaining and retaining Centre of Excellence accreditation. Completed reviews create a library of all store visits and actions – the PDFs will be automatically sent to you, your RRM and DRM.

All StorIQ tasks will be created at 10am each Monday, unless they are business-critical, so everything requiring action is posted at the beginning of the week. Most tasks are sent to the Managers’ dashboard to action, but as a partner you can see that and the director dashboard from your login.

More information on StorIQ is on Connect, search ‘StorIQ’, and on the How Do I? SharePoint site – search ‘standard operating’. There are also support guides in StorIQ – click on the support icon in the green navigation column.

If you have any questions, contact Claire Andrew at [email protected]

Health and Safety Hub

Health and safety is an essential part of day-to-day operations. It’s important to ensure the safety of colleagues, customers and visitors. To help you do this, the online Health and Safety Hub hosts everything you need to stay compliant and report any accidents or near misses.

The hub is where you:• Complete your store’s mandatory weekly,

quarterly and six-monthly checklists• Report accidents • Review health and safety documents• Access risk assessments

Logging in

The Hub (https://thehealthandsafetyhub.info-exchange.com) is accessed via the URL and should be bookmarked on your laptop, iPad or mobile devices. There are links to the Hub on Connect, the Partners site and your StorIQ dashboard (under ‘links’).

Your store is entitled to up to five separate logins – one for you and a further four for colleagues in your team. Each will be given a username (email address) and a password that the person will be prompted to change the first time they log in.

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iLearn

iLearn is your one-stop shop for all learning and development. Run by the Learning and Development team (L&D), it houses online training modules, information and booking details for countless courses for you, your managers, clinicians and colleagues.

The Product Learning Hub is accessed via iLearn, too, and contains all the information you and your colleagues need to know about new and current brands. All training required will be detailed on Connect, News Day Thursday, Product in Focus and relevant product guidance.

Partner development comes from many sources – mentoring, coaching, peer to peer learning, workshops, user groups and forums, online content and good old-fashioned experience. Click on Partner Academy in iLearn for more details.

There are three main areas within Partner Academy:1: Partner Learning Diagnostic (PLD)2: Partner Development – aspiring partners and partners (PLD resources)3: Partner Development – partners only

To get started and identify your development needs, complete a Partner Learning Diagnostic. This is based around the seven skills sets developed over years of reviewing what makes a good Specsavers partner: • Leading teams and team ethos• Commercial awareness• Partnership mindset• Communication• Leading change and managing performance• Emotional intelligence• Inspiring leadership

The PLD allows you to assess yourself against these skills and behaviours and asks you to get feedback from your business partner, RRM, peer or someone who knows you well. Once you’ve completed the PLD you will receive a report to review the outputs and put together a personal development plan (PDP) to support the areas where you have gaps or areas you feel less confident in. A detailed guide to support you is available on iLearn.

You will also find resources to develop your operational skills and knowledge under section two of the Partner Academy.

To support you further, there’s a copy of the Partner Development guide in section three of the Partner Academy. This describes what’s available to help you achieve the ambitions you have for your business and your Specsavers career.

Email Paula Adamson at [email protected] for more information on mentoring, user groups and forums.

Email [email protected] with any other queries.

As part of the partnership it is essential you have the support and development you need to drive your business performance. Your Retail Support Team (RST) support will mainly come from your Regional Relationship Manager (RRM) and your Divisional Relationship Manager (DRM). Make a note of their contact details below so you have them to hand.

The DRMs are managed by the Director of Stores, who helps progress regional and business performance to ensure best practices are shared across all regions and divisions.

For information about key support office contacts you may find helpful, go to Connect and use the Who’s Who guide. In the search bar, type: who’s who.

Support

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RRM name: ...............................................................................................................................................................................................................................................................................

Mobile number: ...................................................................................................................................................................................................................................................................

Email: ..............................................................................................................................................................................................................................................................................................

DRM name: ...............................................................................................................................................................................................................................................................................

Mobile number: ...................................................................................................................................................................................................................................................................

Email: ..............................................................................................................................................................................................................................................................................................

Director of stores name: ...........................................................................................................................................................................................................................................

Mobile number: ...................................................................................................................................................................................................................................................................

Email: ..............................................................................................................................................................................................................................................................................................

Your RRM is pivotal to driving close and effective working relationships with you and your fellow partners. He or she will ensure you receive the support you need to effectively manage, develop and grow your businesses. They will help you with hands-on support and guidance and by helping coordinate any additional assistance you may require from the wider Specsavers support office teams.

RRM

Growth and profitabilityThey are responsible for:• The development and growth of all optical, audiology and domiciliary businesses in their region• Supporting you in the formulation, creation and delivery of your annual business plan• Supporting you and your teams to deliver the best customer journey on the high street• Supporting you and your teams to ‘own your town’ and be the dominant provider of eye and hearing care• Helping implement support office initiatives within your business to benefit you and Specsavers• Staying up-to-date with competitor activity and passing on any local competitor information that may impact your

business • Identifying new opportunities for Specsavers• Developing a plan to ensure Specsavers has the appropriate physical capacity for the future

Partner relationship and supportThey are responsible for:• Building an in-depth understanding of each of the businesses they support• Building a supportive and meaningful business relationship with you and your partners to help you grow and

develop your business• Operating as the conduit between you and the support offices, taking ownership and resolving issues for you• Working with other support office colleagues to develop the businesses in their region, partnering with other

teams as required• Working with the regional chairs to plan and deliver effective regional meetings and events to drive business

improvements• Ensuring their regional communications are timely and effective• Impartially facilitating two-way communication between support office colleagues and you, and between you and

other partners to resolve issues without the need for further intervention• Escalating to DRMs if board intervention may be required• Ensuring the practice support period programme is implemented in all new businesses and partners are supported

during business transfer situations, ensuring a smooth transition into the business for incoming partners

DevelopmentThey are responsible for the development of you and your colleagues, including:• Ensuring a people plan is delivered to a high standard in each business• Supporting you with your personal development, acting as coach or mentor as appropriate• Supporting your induction and development and seeking to continually improve the quality of recruited partners during business transfer situations, ensuring a smooth transition into the business for incoming partners

Risk managementIt is their responsibility to ensure:• You have a have a bespoke plan to reduce debt and improve performance should your business be categorised as a

financial ‘turn-around practice’ (TAPs) • Your business is brand-compliant

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Your DRM is accountable for driving sustainable growth of Specsavers eyecare, audiology and domiciliary businesses in their division. They lead, develop and support a team of RRMs. Their responsibilities include:

DRM

Growth and profitability• Creating and delivering divisional plans• Ensuring their division is continually growing market share and achieving its annual targets across the optical,

audiology and domiciliary businesses• Ensuring you are supported to bring customer insights to life in your business

People leadership• Leading and inspiring their RRMs to provide effective support to you and your fellow partners• Ensuring delivery of the people plan across the division• Continually improving the capability of their RRMs through coaching and development• Ensuring brand compliance and protection of Specsavers reputation

Securing long-term business success• Working with the professional recruitment and business transfer teams to ensure a pipeline of future partners across

the division• Sharing best practice with other DRMs and support office teams• Providing increased support for businesses that require it• Using the partner Insight survey to ensure the support provided by RRMs is responsive to your needs• Being the escalation point for you if your RRM is unable to resolve an issue

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Completing the PIP

This section of the PIP has been broken down into nine key areas, detailed here. There are a number of tables for you to print out and complete – there is a print button on each page of the interactive version.

Click the Home button to return to this page.

If you have any questions:Contact Matt Irvine [email protected]

Induction Legal and security Health and safety Products and services Finance Customers Systems Personal development planPeople Glossary

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Getting the best from the PIP

Induction

Like any development journey, a large proportion of your success as partner will depend on your commitment, passion and behaviour. The information below highlights Specsavers expectations of you and provides suggestions on how best to approach the challenges ahead.

Be motivatedDevelopment relies on your willingness to learn and while it is often easiest when learning is also fun, a sense of purpose will make great results attainable. Approach every activity with a positive attitude.

Learn activelyBe prepared to make the most of every opportunity. Get into the habit of reviewing everything you do and exploring what you’ve learnt from the experience. Ask questions and engage with our experts.

Build communication networks

Establish a good network of contacts.Not only will they be a great learning resource, they will also support you as you establish yourself in Specsavers.

Monitor your progress

Plan how you will review your progress, with whom and how often. Regular monitoring will help you plan for contingencies and avoid potential problems. Plan how you will make this happen.

Be proactive Be prepared to take control of situations and events. Influence rather than passively accept.

Apply self-discipline Development requires self-discipline. Decide what you want to do, plan how to do it and follow the plan. Make time for your development.

Deepen self-awareness

From the outset, prepare to be open-minded. Few people really know themselves as well as they might. Listen to feedback from others and be honest in your self-assessments. This will give you will a balanced picture.

Manage timeDevelopment is all about setting and achieving goals. Your self-discipline managing your time will have a huge impact on your success or failure during the induction period and beyond.

Self-led learning Take control of your own learning. See this as an opportunity to excel in your role. Demonstrate your motivation to succeed while using your own initiative.

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Your learning objectives

Your objectives in your first three months as a partner are a combination of operational learnings and application of the commercial and leadership training you completed during Pathway.

Click the image on the right to review and complete the checklist. This is a useful tool to help you track your progress.

This checklist details things that you need to understand and thrive in a Specsavers business.

Check off each item once you are confident you have understood it.

Beyond this, there are support tools bringing each of the points to life with activities and direction on where to go next. Ensure you complete this as a record of your learning and progress.

Partner induction pack RRM checkpointsThe first three months of becoming a partner at Specsavers is an exceptionally busy and rewarding period – to make sure your time is spent productively, your RRM will deliver an intensive period of support. At the end of this you will work with your RRM to ensure you have: no unresolved start-up or induction issues, completed a three month shopfitting snagging list (if appropriate), completed a full post-investment analysis and build a business plan matching the needs and ambitions of your business.

Although you may already have a good relationship with your RRM. It is important to set aside diarised time for their support as part of the induction period. Use the planning checklist on the left to complete this.

Your roles and responsibilitiesClick on the buttons below and use the next few pages to help assign roles in your business and document who is responsible for each area – your RRM will complete this with you.

Planning checklist

Finance

Operations

People

Customer experience

Compliance

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Learning and Development checkpointOptical partners

Section Content Comments Date

01

Store environment• Introduction to JVPs and store colleagues• Logisitics - rotas, access to store• Working safely• System access codes

02

Roles and responsibilities• Understand the roles within your business and how these are shared with your business partner

03

Colleague personal files• Check all files are current• Training requirements• Qualifications and registration• Conduct

Clinical leadership• What to deliver for professional capacity

Clinical governance policies• Understand policies and process drive and actions

Stock take• How to conduct stock takes and audits

Communications and networking• Check Connect and the Partner site

regularly for news and updates• Read News Day Thursday and other emails • Build your network of Specsavers contacts• Attend communications meetings (CMs),

webcasts and seminars• Mentor and store visits

Business planning• Work with your RRM to create your business plan

Personal development• Actively work on yourown development

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RRM checklist

Meeting type Date Time Actions

Pre-start phone call (two weeks before opening)

Pre-Start meeting (one week before opening)

Week one phone call on day one

Week one store visit

Week two phone call

Week three phone call

PIP meeting one (four weeks after opening)

Week six phone call

PIP meeting two (eight weeks after opening)

Week 10 phone call

PIP meeting three (12 weeks after opening to include shopfit

defects, post-investment analysis and business plan)

Notes

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Partner roles and responsibilitiesFinance

Directors responsible

Frequency Retail Optical Audiology

Agree business plan and growth objectives

Keep RRM informed of any business issues for support when required and when

asked

Use scorecards and the portal reporting to track

business performance and identify opportunities

Organise regular meetings to analyse and drive business

performance

Review and discuss bottom line accounts

Stock takes

Follow correct procedures for cash handling and

banking

Focus on GP engagement to grow and maintain professional and EOS

business

Reconciliation of orders, invoices and accounts

Notes

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Partner roles and responsibilitiesOperations


Maintain high retail standards in all areas including test rooms and clinical spaces.

Use the COE Retail Standards and Clinical & Colleague

Area Reviews on StorIQ to support

Carry out local competitor reviews. Use the Local

Competitor Review on StorIQ to support

Ensure appointment availability during trading

hours

PR and local marketing plan

Display an ‘eye and ear’ poster in every test room

Notes

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Partner roles and responsibilitiesPeople


Conduct one-to-ones and reviews with your team

Create TNA and personal development plans (PDPs)

for all colleagues

Discuss career path and progression with

all colleagues, including management

Ensure all colleagues are fully trained to use all relevant

business systems

Manage self-employed colleague cover

Rota and annual leave management for all

colleagues

Management of salary and bonus for all team members

Notes

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Partner roles and responsibilitiesCustomer experience


Monitor and improve Maze performance in line with

business objectives

Ensure we offer more than just glasses by including

audiology, contact lenses and domicilary into the journey

Offer online appointments

Identify training needs based on Maze feedback

Engage with community projects and Own Your Town

Manage orders of products and consumables

Notes

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Partner roles and responsibilitiesCompliance (clinical)


Maintain and calibrate equipment in line with clinical

requirements

Keep up-to-date with CET including iLearn modules and

defensive record keeping

Offer online appointments

Maintain IQIPS standards where applicable

Keep your information up-to-date including your

photograph

Attend communication meetings (CMs), webcasts

and seminars

Complete the checklists on the Health and Safety Hub

Complete the tasks and campaigns on StorIQ

Notes

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Have you completed everything?


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Learning and Development checklist

RRM checklist

Partner roles and responsibilities Finance Operations People Customer experience Compliance

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Legal and security

Audiology spoke store agreements

If you are also a partner of spoke stores you should check the legal agreements between you and the spoke stores. Contact the legal team, who hold each agreement and will guide you through the contracts.

Contact: [email protected]

Medical records

• Occupational health reports• Reports from the employee’s doctor• Drug testing records• Medical, dental and eyecare forms• Any other medical records

Employee exits• Letters and documentation surrounding circumstances of exit• Exit interview form• Record of documents given with final wage slip

What should not be stored in a colleague personal file

• Expired formal warnings• Personal criminal conviction history• Marginal notes on any document indicating management bias or discrimination• Any documents kept contrary to data protection principles

Compliance

As part of your first 100 days, it is essential you complete the iLearn modules covering compliance within Specsavers. These are on iLearn under Available training > Learning catalogue > Understanding our business > Compliance

You should also make regular use of the H&S Hub and StorIQ as these tools are designed to make the management and recording of legal compliance obligations as easy as possible.

• Complete the following modules • Health and safety• Information security and governance training (2017)

Complete the checklist

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Legal and securityOperational checklist

Partner

Store compliance D/O

Optom to check jobs

GDPR/information governance/data protection

GOS forms

GOS claims

DIPS

Cash reconciliation/banking

Check building alarm

NHS Audit

DBS

Understanding JVA

BTS

Disability/discrimination check/audit

Severance

NHS GOS contracts

Employee contracts

Locum checks

Right to work

iQIPS

Change of director name at Companies House

CCTV/music/TV Licence

GOC checks

Insurance

PAT test

CET review/up to date

Annual compliance training

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Legal and security operational checklist

Health and safetyOperational checklist

Partner

Health and safety tour

Risk assessment

Visitors log book and sign in

Compliance diary / Shield yourself

Assign out lone worker devices

Use by dates of drops / solutions

Wet weather sign

Suitable equipment

PPI

COSHH

Fire alarm

Fire wardens

Fire drill

First aid kit

Ensure new starters have completedtheir health and safety training

Review accident reports (review trends)

Check fire extinguishers

Annual e-learning

PAT tests

Risk assessment reviews

Check safety equipment

Review the health and safety board

Review disaster recovery procedures

Test the execution of your disaster recovery procedures

List of first aiders

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If you have any questions:contact Wendy [email protected]



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Health and safety operational checklist

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Product and services


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Product and servicesOperational checklist

Partner

Check availability

Retail standards

Merchandising

Frame styler

Enhanced optical services (EOS)

Ordering frames

Lenses

Contact lenses

Ordering clinical supplies such as drops

Accessories

Inventory management

Voucher reconciliation

Check the competition

Return products - faulty lens or report, CLs

Corporate gift vouchers

New product launches - planning and service

Learning and development

Windows

Merchandising and product display

Review returns percentage

Faulty products

Own your town

Marketing review

Incentive review and planning

Review cost of sales and product costs

Webpage review

Stock take

Additional services to grow business/opportunities

Spot checks - quality, lab end products, audit and hearing aids

Lab in-house services vs outsourced

Multi-category offer available for customers – optics, audiology, domiciliary

Frame stock count

Accessories Full details on the products sold by Specsavers are on Connect under Products > Accessories. Cost prices are on the Partners site under Costs/finances.

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Product and services checklist

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iunin

Finance

Finance card payments and cash handling

In any business it is important to understand how payments for services and goods are taken. Full details are on Connect, under Finances > Banking and cash handling

There is also an eLearning module to complete on iLearn Available training > Learning catalogue

Use the space below to make notes on what you’ve learnt. It is also important that you observe these processes in store and when you feel comfortable, carry them out yourself and seek feedback from team members.

Insert note pad make editorable

Based on your observations and your evaluation on clinical governance, Capture your thoughts below:


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FinanceOperational checklist

Partner

Cashing up

Banking

Petty cash

Sales and revenue tracking and reconciliation

Average transaction value (ATV)

Refunds

Portcullis

Payroll

Bottomline reviews

Cost of sale

Dividends

Consolidated accounts

SLIN

Invoices

NHS GOS vouchers

Expenses

Inventory management/frame costs

Debt management

Lab credits

Stock takes

Business planning

Fleet cars

Scorecard and portal reporting

Commercial drivers in optics, audiology, domiciliary

Distributions

Weekly KPI reviews

End of day

NHS reconciliation

Sundry debt

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Finance operational checklist

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iunin

Customer

Customer environmentAs part of your induction you will cover the logistics of the business and be introduced to or being building your own team. Use the space provided to make notes on details you want to remember.


Complete the COE Retail Standards and Clinical and Colleague Area Reviews on StorIQ.

Operating procedures

In Specsavers there are many standard operating procedures called How do I? (HDI) guides. These are designed to help you and your colleagues with day-to-day procedures.

Familiarise yourself with these procedures and review them in your business.

Accessing the HDI siteWhatever device or computer you use, you will need to enter your dir. (or the mgr. customer. or ist.) email address and password to get onto SharePoint and then the HDI site.

Store iPads01 Open the Safari browser (in your iPad’s ‘Productivity’ folder)02 Type specsavers.sharepoint.com into Safari’s address bar03 Type ‘operating’ into the search box and click the top link

Store clientsFollow the link on Connect: Connect > Operations > How do I

Personal phone and tabletsDownload the SharePoint app from your app store, log in and search ‘operating’

Based on your observations and evaluations, make notes in the space provided and discuss any improvements you think could be made with your RRM and partner/s.

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CustomerOperational checklist

Partner

Clinic management

Maze

Complaints

Refunds

Remakes

Retail standards

Retail schedule

Huddles

Three-way handover

Queue lengths and waiting times

Online availability

Review your schedule to ensure there are sufficient people to deliver service levels

Lab wait times

Frame Styler

Work in progress (WIP)

Qudini

Scorecard

Customer service index (CSI)

In-store trainer (IST)

Awareness measures

Review and action plan

Display-only model (DOM)

Maze answers of DOM

Voice of the customer

Mystery shopper reports and process

Review of customer service training linking to people review

Own my own town - community engagement

Overdue collection report

Customer journey

Creating customer value (CCV)

The Specsavers Way

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CustomerStore environment

Information Additional comments

Store team

Store logistics such as rotas

Working safely

System and security

Any other areas

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CustomerHow do I?

Improvement area

What actions could be taken?

Who is responsible?

When will this be done?

What is the measure of access?

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Customer operational checklist

COE retail standards and clinical and colleague area reviews on StorIQ Customer store environment Customer How do I? feedback

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Systems

Complete systems checklist

Complete systems feedback

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Systems Operational checklist

Partner

Socrates

Gold Vision

Sycle

Acuitas

AudioPad

Qudini

Payroll - Sage

ServiceNow

DOM - Re-sync and banking

Connect

Find my shift

LOP

Maze

Shield Yourself (audiology only)

eRisk

Signature capture

Logics - Domiciliary

Moneypenny

Concur

Finance portal

Social media

Portcullis

Frame Styler

Email and Microsoft applications

WhatsApp

Starters/leavers access

iWear

Fujitsu - computers and printers

Remote access

Mauve

Diary management

Invoice - weekly reconciliation

Self-employed professional (SEP) portal

DOM do manually and Acuitas

NHS submission and reconciliation

Hearcare submission

Inventory/replenishment

NHS portal to order forms

StorIQ

Health and Safety Hub

It is important to have a good understanding of the systems in store. Check you have login details and can access all systems

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Systems

Improvement area

What actions could be taken?

Who is responsible?

When will this be done?

What is the measure of access?

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!

System operational checklist

System feedback

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Personal development planIf you identify any operational knowledge gaps, record them on your personal development plan, along with the actions you will take to develop.

Email [email protected] for support.

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360º feedback

Date

Start doing Stop doing

Continue Do less of

Development areas / next steps

Feedback given by:

Personal development plan

Objective What will success look like?

What am I going to do?

When can this be achieved?

Resources?

PeoplePlatinum Employer

Platinum Employer is a status attained by stores that have achieved the minimum standards to support Specsavers ambition to be famous as a great place to work. This is about building the employer brand that encompasses everything you and your leadership team need to do to manage the careers and welfare of your colleagues.

For more information, search ‘platinum’ on Connect.

How do I get started?Talk to your RRM who will agree on the timescales and support you through the process.

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Glossary

AA-board - A free-standing, double-sided poster frame for use outside the store, if local regulations permit.

ABDO - Association of British dispensing opticians

Accrual - An adjustment made in your accounts to reflect a cost or revenue incurred during an accounting period that has not been physically paid or received

Alphatax - The corporation tax software used by Specsavers for all businesses

AOP - Association of Optometrists

AOV - Average order value

Application - A computer programme or group of programmes

AQP - Any qualified provider

Audiologist - Hearing aid dispenser. The term ‘audiologist’ is preferred during discussions with customers

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Glossary

BBACS - Banking automated clearing system

Backup - To make a copy of data for safety purposes.

Balance sheet - A summary of the financial balances of a company (assets and liabilities) at a secific date. It is a ‘snapshot of a company’s financial condition’.

Bandwidth - The amount of data you can send through a network or internet connection.

BCLA - British Contact Lens Association

BD - Business development (department)

BDM - Business development manager

Bif - Bifocal

Bonus - A lump-sum payment made to an employee of a company over and above their basic salary. Bonuses can help to reduce the Corporation tax charge.

BOZR - Back optic zone radius broadband - electronic high-speed data transmission for fast download times

Browser - A web browser, such as Firefox or Safari, used to access the internet

BSHAA - British Society of Hearing Aid Audiologists

BTC - Beat the competition

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Glossary

CCapital allowances - An annual deduction given under Ireland and UK tax legislation for fixed assets, which replaces depreciation as per the statutory accounts. In Ireland this is often referred to as ‘wear and tear’ allowance.

Cash bonus - A lump sum remuneration made to an employee of a company through payroll. This reduces the company’s profits therefore assisting in the reduction of Corporation tax.

CCG - Clinical commissioning group

CDP - Career development programme

CET - Continuous education and training

C/F - Carried forward

CL or C/L - Contact lens

Class S PRSI - Contributions of class S PRSI are paid by company directors who pay their tax through the PAYE system but who are not regarded as employees for social insurance purposes.

CM - Communications meeting

Close company - A company with five or fewer participators (directors or relative shareholders). All Specsavers stores are close companies.

Close company surcharge - A surcharge of 20% is payable on the undistributed investment and rental income of a close company - refund only.

Cookie - Data sent to your computer that records your actions on a particular website to make it easier to use when you return to that site.

Corporation tax - A levy on a company’s profits. The tax is charged on both a company’s income and chargeable gains.

Concur - An online system used for expenses

CoS - Cost of sales

COSSH - Control of substances hazardous to health

CPU - Central processing unit. The ’brain’ of a computer which performs most tasks.

CRO - Companies Registration Office. The place where the annual statutory accounts for stores in Ireland are sent.

CRU - Customer registration unit

CT600 - The official tax return issued by HMRC and used to submit the annual Corporation tax return.

CTAX - Corporation tax

Cx - Customer

Cyl - Cylinder

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Glossary

DDatabase - This is a data structure used to store organised information, a bit like a library. A database contains items such as customer records, addresses, sales history and so on.

DD - Direct debit

DDC - Drive down costs

Deferred tax - An accounting adjustment that records the recovery of temporary differences (between accounting and taxable profit) and tax losses from previous years.

Depreciation - An accounting adjustment that writes down the value of a fixed asset (such as eye test equipment), as a fixed percentage of its original value and charged to the accounts each accounting period.

DI - Distribution and investments. The team responsible for approving all distributions and investments for the store. This includes approval for shop fits and equipment purchases as well as cash bonus and dividend distributions.

DIA - Diameter

DIPS - Document image process

Dir loan - A director’s loan that has been made to the company. The director can either pay money into the store as a loan or as a distribution that has been processed as a ‘loan back’.

Distribution frequency - A one-off distribution or one that you wish to be looked at monthly.

Distribution waiver - This is where one or more partners do not wish to claim their share of the distribution. They will be waiving their right to a dividend at this time.

Dividend - A distribution made to shareholders of the company. A dividend distribution is accounted for in the company’s profits after Corporation tax for that year has been calculated.

DO - Dispensing optician

DRM - Divisional Relationship Manager

DP - Data protection

DPA - Data protection act

DPS - Double page spread (in magazine and newspaper advertising)

Dual - Two companies in store structure

DWT - Dividend withholding tax is charged at 20% of the gross dividend. A return is filed and DWT paid by the Distribution and investments team.

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Glossary

EeBis - An online system used for distribution requests.

EDDI - Electronic direct debit interface (system used to control direct debits for stores)

EFPOS - Electronic fund transfer at the point of sale (Switch, credit card machine)

EHO - Environmental health office

End-of-day - A process that all stores run at the end of each day, which transfers data between the store and support offices

ENT - Ear, nose and throat. A specialised area of medicine.

EOD - End of day

EOS - Enhanced optical services.

EPOS - Electronic point of sale (a till)

EPOS number - Store number

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Glossary

FFAQ - Frequently asked questions

FBDO (CL) - Contact lens certificate of the association of British dispensing opticians (contact lens fitter qualification)

FBDO - Fellowship diploma of the association of British dispensing opticians

FCOptom - Fellow of the college of optometrists

FHSA - Family Health Service Agency

Firewall - A computer firewall is used to protect a networked server or client machine from damage or unauthorised users.

FODO - Federation of ophthalmic and dispensing opticians

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GGOC - General optical council

GOTY - Grandparent of the year

GP - General practitioner (a doctor)

GV - Group venture

GVP - Group venture practice

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Glossary

HH & S - Health and safety

HA - Health authority

Hardware - The physical devices that make up a computer system: monitors, keyboards, servers and so on.

Hard drive - This is where all your files and folders are stored.

HJVP - The director of the Audiology business

HMRC - Her Majesty’s Revenue and Customs, the organisation responsible for collecting all taxes in the UK (formerly the Inland Revenue).

HPSS - Health and personal social services

HR - Human resources

HSA - Health service agency

Hybrid tax rate - When there is a change to the Corporation tax rate, the tax rate is apportioned between the old and new rates; this is known as the ‘hybrid tax rate’. The actual tax rate therefore depends on when the accounting year ends.

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Glossary

IIEM - In-ear monitors

IGSOC - Improving Quality in Physiological Services

IIP - Investors in people

Income tax - Income tax is charged on income arising in a tax year, in respect of all property, profits or gains. The tax year coincides with the calendar year (6 to 5 April).

Infographic - An image that visualises data or knowledge. An infographic should show the same or more information than equivalent text using less or similar amounts of space (a picture with writing on it is not automatically an infographic).

Input VAT - The VAT incurred when a company registered for VAT buys goods or services from another VAT-registered supplier. This can generally be reclaimed from HMRC, subject to certain restrictions.

Intrastat - A system designed for the collection of information and declaration of the purchasing of goods between EU Countries. Since Specsavers stores in Ireland purchase goods from the UK, they must submit Intrastat returns every month.

IQIPS - Improving quality in physiological services

IP - Intellectual property

IP address - The internet protocol address is four sets of numbers (up to 12 digits in all, separated by full stops) that represents the electronic ’postcode’ of your computer.

Irrecoverable VAT - VAT that has been charged on the purchase of goods and services that you cannot reclaim from HMRC.

ISP - Internet service provider. The company that provides you with access to the internet (for example, TalkTalk).

IST - In-store trainer

IT - Information technology

ITE - In the ear (hearing aid)

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Glossary

JJPEG - Image files: pictures and photographs

JV - Joint venture

JVP - Joint venture practice or JV partner

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KKIS - Keep it simple

KPI - Key performance indicator

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Glossary

LL&D - Learning and development (training)

Labless - Stores that do not have on-site laboratory facilities

LAN - Local area network. One or more computers connected together in a single geographical location: usually in one building.

LOC - Local optical committee

LOCNET - The portal to your local optical committee’s website

LOCSU - Local Optical Committee Support Unit. LOCSU support local optical committees (LOCs) across England in developing eye health services. They help opticians work with local commissioners to make community eye services accessible to patients and cost-effective for the NHS.

LOP - Lens order processing

Loan back - Where the company declares the bonus in the accounts and the individual’s personal tax will be paid through the payroll. The additional funds that would be received in the individual’s salary are then retained in the store and this will create a loan that is owed to that individual.

LTF - Light transmission factor

LVA - Low vision aid

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MM/F - Multifocal

MAR - Multi-anti-reflection

Mauve - the online point-of-sale ordering system

MCOptom - Member of the college of optometrists

MEC - Minor eye condition

Multimedia - The integration of multiple forms of media. This includes text, graphics, audio, video and so on.

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NNCT - Non-contact tonometer

NHS - National health service

NI - National insurance

NIC - National insurance contributions

NQNF - ‘No quibble, no fuss’. Specsavers customer promise.

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Glossary

OOA - Optical assistant

OC - Optical centre (of a lens)

ODP - Optometrist development programme

OCCS - Optical consumer complaints service

OCS - Optical courier services

OJVP - The director of the optical store that ‘hosts’ the Audiology business

OMGR - The store manager of an optical store

Onboarding - the mechanisms through which new employees acquire the necessary knowledge, skills, and behaviours to become an effective member of the store team. It covers a range of aspects, from basic administration - such as providing an IT login, to more complex aspects, such as helping them understand the Specsavers ethos and approach to customers

Online - Connected to the internet.

OO - Ophthalmic optician (that is, an optometrist)

Optician - This term is preferred in discussions with customers about people who will be providing clinical optical services. It covers optometrists, dispensing opticians and contact lens opticians. See also ‘audiologist’

Optom - Optometrist

OTC - Over the counter

OTE - Over the ear (hearing aid)

Output VAT - The VAT charged when a VAT-registered company sells taxable goods or services to either a VAT-registered or a non-VAT registered individual or company. This must be paid over to HMRC.

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Glossary

PP&L - Profit and loss account

P11d - A personal expense that is paid by the company. This is subject to personal tax. Companies have to submit this to HMRC in July each year.

PAC - Professional advancement committee

Pay month - The month in which the bonus will be received. For example: June = 28 June payroll.

PAYE - Pay as you earn. A system for collecting tax and national insurance through payroll.

PBT - Profit before tax. The accounting profit in the statutory accounts before corporation tax has been applied.

PCT - Primary care trust

PD - Pupil or pupillary distance

PDF - Portable document format. A file format developed by Adobe.

PDP - Personal development programme

PEARS - Primary eye care assessment and referral service

PIR - Product inventory request. This is how replenishments are ordered electronically, through SOCRATES’ Inventory system.

Pixel - ’picture element’: those tiny little dots which make up the images on computer displays. The more pixels per square inch, the clearer the picture will appear.

Plato - A computer database

PLU - Product look-up

PM - Project manager (in the Project delivery department)

Polycarb - Polycarbonate

POS - Point-of-sale

PQE - Professional qualifying examination

PR - Public relations

Prior year profit - Profits built up during the previous accounting period, for which the tax liability has not yet been finalised. This links in with the year-end planning process.

Profit and loss account - An account compiled at the end of a financial period, summarising all income and expenses incurred, to show an overall profit or loss on trading activities during that period.

PRSI - Pay related social insurance is paid by employers in Ireland on all income. The current rate of PRSI payable by a director of a company is 4%.

PSA - PAYE settlement agreement. An agreement with HMRC for the tax on personal benefts to be paid by the employer rather than the employee.

PTL - Profit through leadership magazine

Px - Patient (customer)

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Glossary

QQ & A - Question and answer

QIO - Quality in optometry

Quad card - An A5 card that fits in an acrylic holder on a glasses display stand.

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RRACI - Responsible, accountable, consulted, informed (action plan)

RBDT - Retail brand development team

RCM - Regional communication meeting

Recall - Database of all customers (part of Plato)

REM - Real ear measurements

Resolution - Either how many pixels a monitor can display or how fine a printer can print.

Retained profits - Profits built up in previous years, of which Corporation tax has already been paid.

RIC - Receiver in canal (hearing aids)

RIDDOR - Reporting of injuries, deaths, dangerous occurrences regulations.

ROI - Republic of Ireland (a term sometimes used in the UK to refer to ‘Ireland’ in a bid to prevent confusion with the UK country: Northern Ireland)

ROS - Revenue online services. The electronic mechanism used to submit Corporation tax returns for stores in Ireland.

RPM - Regional project manager (in the Business development department)

RRM - Regional relationship manager

Rx - Prescription

Reducing balance - the method of applying capital allowances to a fixed asset in the UK.

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Glossary

SSBSA - Sound barrier star awards

SEO - Self-employed optician

SEE - Specsavers enhanced eyecare (Specsavers version of EOS)

SEP - Self-employed professional

SF - Specsavers Finance

SF loan - A loan to the company from Specsavers Finance, normally for a shop fit or store opening.

SIHL - Specsavers International Healthcare Limited. The Audiology equivalent of SOG.

Single - One company in store structure

SLA - Service level agreement

SKU - Stock keeping unit

SMART - refers to a set of objectives for a task: specific, measurable, achievable, realistic, time-related.

SMP - Statutory maternity pay

SOCRATES - Point of sale and customer registration computer system.

SOG - Specsavers Optical Group

SOG loan - A loan from Specsavers Optical Group. These are usually funds that are lent to the store when it opens and is interest-free for the first year.

SOGRA loan - After a year, if an SOG loan is still outstanding it may be reassigned to become a SOGRA loan. This must be paid back every month and will have interest applied.

Spam - Unsolicited emails that you may receive with subjects such as: ‘Win an iPOD!’, ‘Reverse the aging process!’ and so on.

SPD - Sales per dispense

Sph - Sphere

SPT - Sales per test

SPx - Glasses (spectacles)

SSP - Statutory sick pay

SSUG - Store systems user group

ST - Sight test (part of a Specsavers eye test)

STO - A sight (eye) test only appointment

Straight line basis – The method of applying capital allowances to a fixed asset. In Ireland the allowance applied is based on the total cost of the asset, which is reduced by equal amounts each year over its useful life.

STSP - Store-to-store protocol

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Glossary

TTax provision - The estimated amount of Corporation tax included in the financial statements. This figure is determined at the year-end planning stage; however the final liability cannot be verified until the annual Corporation tax return is submitted

Taxable profit - This figure is produced by applying various tax adjustments to the profit before tax, in line with regulations determined by the Revenue. The Corporation tax liability is calculated based on this figure.

TB - Trial balance

TDR - Test dispense record

Territory - ’Catchment area’

Time out - This occurs when a requested web page does not load within a specific period of time.

Titan - Titanium

TNA - Training needs analysis

Triple - Three companies in store structure

TR - Test record

TS - Trading standards

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SSV - Single vision or shared venture

SVP - Shared venture practice or partner

SWOT - Strengths, weaknesses, opportunities and threats

SWOTY - Spectacle wearer of the year

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Glossary

UUpload - Sending a file from your computer to the internet or another computer.

URL - Universal resource locator. The address of a website

USC - Universal social charge. This Ireland tax replaced both the income levy and the health levy. USC is applied at a minimum rate of 2% if your gross annual income is over €10,036 per year.

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VV/A - Visual acuity

V/F - Varifocals

VAT - Value-added tax. VAT is an EU system and is governed by EU law. Each country has the ability to set VAT rates as they desire but the main principles of VAT are similar throughout the EU.

VDTM - Virtual dispensing toolbox measuring; the software tool used for the Precision care initiative.

VDU - Visual display unit

Virus - Small programs that can affect the health of your computer.

VO - Video otoscopy.

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Glossary

WWAN - Wide area network. Several local area networks (LANs) connected together: see above.

W/C - Week commencing

WDU - Window display unit

W/E - Week ending

WHT - In Ireland, professional services Withholding Tax (WHT) applies to payments made by certain public bodies for professional services provided to them, such as eye tests. The rate of WHT is equal to the standard rate of income tax: 20%

WOPEC - Wales Optometric Postgraduate Education Centre (part of the Cardiff University School of Optometry).

WT - Winning team (store colleagues magazine)

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XXBRL - extensible business reporting language, which is becoming the world standard for submitting accounts and corporation tax returns.

YY/E - Year end

YTD - Year-to-date.

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0-98 graphic - Poster that fits in wall or cupboard-mounted frames. The frame dimensions are 1550 x 510mm.

38 graphic - Poster that fits in wall-mounted frames

.

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Business Development Managers Connect Search: Business Development Team

Contact Centre Connect Search: Contact Centre

Customer Care Team Tel: 0345 2020241 Email: [email protected]

Emergency & Property Repairs Tel: 01159 330506 Connect Search: Emergency Contacts

Finance Customer Response Team Tel: Telephone 01481 233773 Email: [email protected]

Health & Safety Hub Access Tel: 01159 330730 Connect Search: The Health and Safety Hub

Health & Safety Incident Line Audiology Only Santia 02920 266296

HR Advice Line Tel: 0845 6048803 Email: [email protected]

Information Technology Optics 0845 6044935Audiology 01489 862080Home Visits 01489 862361 Email: [email protected]

Insurance Email: [email protected] Connect Search: Insurance Department

Legal Email: [email protected]

Departmental Contact Details

65

Marketing Tel: 01481 213397 Email: [email protected]

Marketing Guides Connect Search: Specslink

Ophthalmic Lenses, Contact Lenses & Solutions Suppliers

Connect Search: Purchasing and Suppliers

Partner Support Consultants Tel: 08452410200 Email: [email protected]

Payroll Tel: 01481 232303 Email: [email protected]

Support Portals Connect Search: Portals

Product Tel: 01159 330500 Email: [email protected]

Recruitment Tel: 01566 771888 Email: [email protected]

Departmental Contact Details

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partner induction pack - partnership at specsavers · 2019. 11. 27. · partner induction pack what...

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