Superior Financial Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 2021 Performance Drivers – Summary of Changes . . . . . . 7 What Is Higher Ground? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Higher Ground – 2021 Performance Driver Summary . . . . 9 Build Your Growth Plan to Higher Ground . . . . . . . . . . . . . . 10 The Retail Analytics Dashboard . . . . . . . . . . . . . . . . . . . . . . . . 11 8/18/80 – The Alternate Path to Pinnacle . . . . . . . . . . . . . . . . 11 Discovery Acceptance & Best Brands . . . . . . . . . . . . . . . . . . 12 Ace In-Stock Percentage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Consumer-Relevant Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Overall Customer Satisfaction (OSAT) . . . . . . . . . . . . . . . . . . 18 Training Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Employee Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Business to Business (B2B) . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Ace Rewards Scan Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Acehardware.com Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . 26 Table of Contents
3
Made with FlippingBook Converter PDF to HTML5