thing in the morning, when I come in, I post on a board in a public to my employees — not public to the world. Our sales… it’s a stoplight — it’s red, yellow, green. What I’ve done is I take what we did last year, and I have a goal that’s usually about 20%, higher, and that’s our green number. What we did last year is the yellow number, and actually, now we’re using 2019 numbers because our 2020 numbers don’t count. And then 20% below that is red. And every day, there’s a dot on a graph by date, and then at the bottom that is how many orders were placed that day. And then across the bottom of that is a month to date dollar amount, and by the way, in order only counts when it’s paid in full. So month to date dollar amount, month to date number, our average order size, our average cart size, and then we use two different software, one for our bulk orders and one’s for our online store. So how does that break out across those two. Then we have our accounts receivable aging by week. But that’s also posted in dollar amounts. And generally speaking, we’re 100% paid up front unless you are school or government. So that doesn’t really show a lot. Then we have expenses, so how much have we spent that keeps everybody accountable for their spending. And then we have metrics on our online stores by week. How many new stores do we have? How many closed down? How many stores had ordered — average cart size, number of items, and the average cost of the item? Then we have… on-time delivery. How many orders were delivered on time? How many were late? And how many were late with exception? A late with the exception is any order that is late by something that’s out of our control, such as a back-ordered item. And then for it to be considered late with the exception, so it doesn’t count against us, we have to have contacted the customer, offered the customer a refund and the customer had to have said, “Nope, I still want it. I’m willing to wait.” And then it’s not considered late. If we haven’t met those criteria, then it’s a ding and we’re late. Marshall Atkinson So are you doing anything with UPS or FedEx shipping being late, or is it just leaving the building count as late? What is the thing that’s leaving the building late? Ali Banholzer So once it hits UPS, it’s kind of out of our control, so leaving the building late. And also if it’s an internal pickup, the customers coming to pick it up, then it’s when we notified the customer it’s ready to pick up because I can’t control when they come and pick it up. So we also measure, I told you all of our error rates anytime there’s an error, by the department, by item, by the individual, if it’s a human error kind of situation. And we measure on a weekly basis, we look at our niches. So what percentage of business was done by niche so that we can look at our marketing that way — Marshall Atkinson — for the target markets that you’re trying to garner, right? Ali Banholzer Yep, exactly. So that is what we measure all the time 365 - 24/7. However, you got to say it. Now, sporadically, because we didn’t really talk about it, but there’s population data, and there is sample data. Population data is all of that it’s always gettingmeasured. Sample Data is that we will randomly sample different processes to make sure they’re staying in control and all of that. And that’s a way to reduce the amount that your staff has to record. Because if you want them to record everything all the time, they will get fatigued if they’re not going
to want to do that. Marshall Atkinson And so we’re not working, just recording data.
347
Made with FlippingBook - Online catalogs