Chapter 7 GENERAL OPERATIONS CLEANING ASSIGNED CLEANING LIST The Assigned Cleaning List is to be filled out by the Manager or Assistant Manager at the beginning of each week and posted in the countdown room. It is necessary to fill in all blanks including the Week to ensure the Assigned Cleaning List is up to date. It is necessary that all Associates including Assistant Managers be given a cleaning assignment. Assignments and Associates should be rotated. An Associate assigned to clean the Bathroom should not be scheduled to clean the Break Room the same day. If an Associate that is on the Assigned Cleaning List cannot work his/her schedule, it will be necessary to give that assignment to another Associate. The change in assignment must be noted on the Assignment Cleaning List. It is the Manager s responsibility to follow up behind Associates to ensure the cleaning is done properly. BATHROOM CLEANING AND RESTOCKING 1
RESTROOM CLEANING AND RESTOCKING Daily Cleaning Procedures for Restrooms (Walls, Toilets, Stall Walls, Sinks, Cabinets/Shelves, Mirrors, Trash Cans, Floors) PREPARATION 1. Assemble all cleaning materials needed for Daily Cleaning Process (see Cleaning Material Supply List). 2. Put on gloves. WALLS AND BASEBOARDS 1. Using the dust mop, dust the walls from top to bottom. 2. Using the dust mop, dust all baseboards. TOILETS 1. Using toilet bowl cleaner and a toilet brush, clean the inside and top rim of the toilet. Using paper towels, dry the top rim of the toilet. 2. Prepare disinfectant cleaning solution according to direction on label. 3. Wet paper towels with the disinfectant cleaning solution. Clean the toilet tank lids, toilet tanks and outside of the toilet bowls. Using paper towels, dry the same areas just cleaned. STALL WALLS / DOORS 1. Wet paper towels with the disinfectant cleaning solution. Clean the front, back, top, bottom and all sides of stall walls. Using paper towels, dry the same areas just cleaned. 2. Wet paper towels with the disinfectant cleaning solution. Clean the front, back, top, bottom and sides of stall doors. Using paper towels, dry the same areas just cleaned. SINKS 1. Using the disinfectant cleaning solution, clean all sinks making sure to remove any rust or remaining stains with the cleanser. 2. Rinse sink well after cleaning to remove any residue left by the cleaning agents. MIRRORS 1. Using the glass window cleaner and paper towels, clean all mirrors. When completed, mirrors should be free of dust, streaks and smudges. EMPTY/FILL 1. Remove all trash bags from trashcans. 2. Using the disinfectant cleaning solution, clean all trash cans. 3. Put new trash bags in all trash cans. 4. Using the disinfectant cleaning solution, clean all soap dispensers. 5. Refill all soap dispensers. 2
6. Replace any empty toilet tissue rolls. FLOORS 1. Remove all cleaning materials from restroom. 2. Sweep floor and remove any items stuck to the floor. 3. Using the disinfectant cleaning solution, mop all floors. 4. Pour out cleaning solution and replace with clean water. 5. Rinse all cleaning solution out of mop. 6. Using clean water, mop over floor. 7. Prop the restroom door open. 8. Place Wet Floor signs at entrance of restroom. 9. Once floor is dry, remove the Wet Floor sign and remove the restroom door prop. Sign the Restroom Cleaning Schedule located on the back of the restroom door and return cleaning materials to their proper storage area. Any maintenance needs such as leaks, dripping faucets, clogged drains or toilets or defective lighting should be reported to management. RESTROOM CLEANING SCHEDULE 3
Daily Supply List for Restrooms (Walls, Toilets, Stall Walls, Sinks, Cabinets/Shelves, Mirrors, Trash Cans, Floors) 1. Heavy Duty Gloves 2. Large Pail for cleaning solution mixture 3. Disinfectant Cleaner 4. Dust Mop 5. Sponge Mop 6. Sponge 7. Toilet Bowl Cleaner 8. Toilet Bowl Brush 9. Cleanser 10. Glass Window Cleaner 11. Trash Bags 12. Soap for Dispensers 13. Toilet Tissue 14. Paper Towels 15. Wet Floor signs 4
Weekly Procedures for Restroom (Walls, Cabinets/Shelves, Light Fixtures) PREPARATION 1. Assemble all cleaning materials needed for Weekly Cleaning Process (see Cleaning Material Supply List) 2. Put on gloves. WALLS AND BASEBOARDS 1. Using the dust mop, dust the walls from top to bottom. 2. Using the dust mop, dust all baseboards. 3. Prepare disinfectant cleaning solution according to directions on label. 4. Using sponge mop and/or sponge, clean walls and baseboards with cleaning solution. 5. Use paper towels dampened with water to wipe down walls and baseboards to remove any remaining residue. CABINETS/SHELVES 1. Remove all items from cabinets and shelves 2. Using a dampened paper towel, remove all dust from cabinets and shelves. 3. Wet paper towels with the disinfectant cleaning solution. Clean all outside panels, inside panels, inside shelves and front and back of door, if applicable. 4. Use paper towels dampened with water to wipe down the same areas to remove any remaining residue. LIGHT FIXTURES 1. Carefully remove all light fixtures. 2. Remove any burned out or non working light bulbs. 3. Replace any burned out bulbs with new light bulbs. 4. Using the disinfectant cleaning solution, clean all light fixtures. 5. Rinse each light fixture in clean water to remove any residue left by the cleaning solution. 6. Dry each light fixture with a paper towel. 7. After each light fixture is completely dry, reattach light fixture to its original position. Weekly Supply List (Walls, Cabinets/Shelves, Light Fixtures) 1. Heavy Duty Gloves/Sponge 2. Large Pail for cleaning solution mixture 3. Dust/Sponge Mop/Paper Towels 4. Disinfectant Cleaner 5
E-MAIL ALERTS E-mail alerts are a great form of advertising for every store. Although radio advertisements are used, those commercials only advertise what each store has in common. There may be great deals that customers do not know about, and the best way to reach them from the store is through email alerts. Each store should submit email alerts two days a week. There is not a limit to how many e-mail alerts can be submitted on the two days. A major stock opening and a major markdown must be included each week. E-mail alerts provide great advertising for Dirt Cheap stores, and when submitting alerts, ask the following questions: What do the customers like to shop for? What do I like to shop for? What sales would bring me into the store? There are no rules saying something can only be advertised once. If there is a lot of stock, advertise it once the first week and again when it is marked down. All e-alerts alerts must be submitted by 2:00 p.m. the day before the stock/promotion is set to open. This ensures proper time for editing and posting of the alerts. E-mail alerts may not be submitted more than one day in advance. Follow these steps to send the e-mail alerts: 1. Begin by logging on to the e-alert system at ilovedirrtcheap.com/alertadmin. 2. Select the appropriate store name and enter the store password. The password is 1 plus the area code and then the store phone number. (For example: the Hattiesburg Dirt Cheap password would be 16015839797. 3. Enter the title of your opening/promotion/markdown etc. in the box ALERT TITLE. The title must be in ALL CAPS and include the following: NAME OF STOCK (Use list of stock names to determine). If appropriate, use descriptions. Use Ladies for women, and Ladies always comes first in the description. (Example: LADIES, MEN S AND CHILDREN S SUPERCENTER CLOTHING $5 PER PIECE!) PRICE POINT OR PERCENTAGE OFF If price varies, list at low, low Dirt Cheap prices! (Example: SUPERCENTER MERCHANDISE 50% OFF) (Example: BED AND BATH LINENS AT LOW, LOW DIRT CHEAP PRICES!) (Example: HOT/COLD BEVERAGE CUPS $1.99 EACH!) 6
4. If the title lists a specific price point, use phrases similar to the following: For shoes use PER PAIR For individual items, use EACH For assorted clothing/jewelry, use PER PIECE, etc. It is important to identify what the price is for: (Example: LADIES AND MEN S BOOTS $10 PER PAIR!) (Example: CATALOG JEWELRY #2 PER PIECE!) (Example: LADIES JEANS $7.99 PER PAIR!) 5. START DATE: The start date should be Stock Opening/Markdown date. Remember, you can only submit the e-alert one day early. 6. DESCRIPTION Detail, details, details! Tell the customer what is so great about this stock! What is included in the stock? Describe it to the customer! (Example: Do you have TV s? What brand? What style? Flat screen? Portable? What size?) Example of descriptions to include: Brands (If allowed to advertise, colors, types, styles, etc.) Use exclamation points, and if you cannot list everything, it s great to say and much more! End your description with a phrase to get them to the store, such as: o Brand names, big savings! o Hurry in for best selections! o Shop early for best selection! o Low prices, great savings! o Great styles, great prices! o Or come up with your own! 7. PROOF AND EDIT Did you include: o A title name of stock and price point? Is it in all caps? Price correct? o A start date for the promotion/markdown? Is it the correct date? o A great description? Is it spelled correctly and with correct information? 8. CLICK ADD ALERT! You are done! 7
MARKDOWN REQUESTS The Seven-Day Sales Report should be printed out and all stocks reviewed daily to determine which stocks may need a markdown. There is no need to do a Markdown Request for consignment stocks. Consignment stocks that are on the Seven-Day Sales Report in SBO are light grey or red on the Seven-Day Sales Report when printed. 1) Print the Seven-Day Sales Report in SBO. 2) Type in the store name at the top of the page. 3) Type the Date at the top of the page. 4) Type in the Stock Name as it is listed on the Seven-Day Sales Report. 5) Type in the Stock Number as it is listed on the Seven-Day Sales Report. 6) Type in the Current Price or Discount. Be sure to use the $ or % sign as appropriate. 7) Type in the on sale date. 8) Type in the last three dates that the stock has been on sale. 9) Type in the sales for each of the last three dates. 10) Type in the Seven-Day Total Sales. 11) Type in the Gross Margin (GM). 12) Type in the Approximate Quantity of Stock 13) Example: When requesting a markdown for clothing, give the exact number of pieces left in that stock. When requesting a markdown for hard lines, give the approximate amount of space the stock in contained in, such as ½ of a gondola, 8 feet of wall shelf. 14) Type in the Reason for the Request. Examples: Low daily sales, GM is high, Length of time on sale Store: Stock Name: Stock Number: Current Price/Discount: On Sale Date: Past 3 Days Sales: Date: Date: Date: 7 Day Total Sales: Gross Margin (GM): Reason for Request: Pcs/Ft Remaining?: Date: Sales: Sales: Sales: MARKDOWN REQUEST FORM Note: This is only one (1) section of the form. 8
WEEKLY CAPACITY REPORTS The Capacity Reports are designed to give an accurate account of stocks on sale, in the stock room and what is needed to fill the stores during the next week. Capacity Reports are used to prepare load sheets for delivery in the first half of the next week to have the merchandise on sale in the last half of the next week. Capacity Reports are emailed to each store, generally on Thursday of each week. The Store Manager/Assistant Manager will complete the form received each week and email the form to his/her District Manager Thursday evening. The spaces colored in orange are to be completed by store management. Follow these steps when filling out the Capacity Summary 1. Beginning at the top of the form directly below the date, the Manager should type in their store name. 2. The District Manager will type in his/ her name below the dates in the space labeled DM. 3. On the left hand side of the form, enter the number of pieces of clothing needed to fill the clothing racks. The most accurate way to determine the number of pieces needed is to push the clothing together on each clothing rack. For each foot of empty space on the clothing rack, it is generally accepted that 20 pieces of clothing are needed. This count will vary slightly depending on the time of year. During the winter months, coats, jackets and sweaters are thicker and will take up more room, so less than 20 pieces of clothing will be needed to fill a one (1) foot empty space. During summer months, when clothing is thinner, more than 20 pieces of clothing will be needed to fill a one (1) foot empty space. 4. Using the same method in step #3, Enter the number of pieces of clothing currently priced at $2 or less. (This clothing should be on the clearance rack.) 5. Enter the number of pieces of clothing expected to sell during the week. To determine the number of pieces expected to sell during the week, use the method in #3 to subtract the number of pieces needed to fill the clothing racks from the amount of clothing put out since the last Capacity Report. To determine the amount of clothing put out since the last Capacity Report, the Manager must keep a record of the number of pieces put out. The number of pieces can be found on the pallet ticket located on each pallet of clothing. It is also helpful to review clothing sales for the past seven (7) days. To do this, print the Seven-Day Sales Report in SBO. 6. Enter the number of pieces of clothing in the stock room. This includes any clothing stocks that may be on a trailer or will be shipped to the store in the next day or two. To determine the number of pieces of clothing in the stock room, add the piece count on each pallet ticket located on all pallets of clothing. To determine the number of pieces of clothing on a load that the Manager knows for sure will be shipped to the store within the next day or two, figure approximately 500 pieces per pallet of clothing. Again, this number will vary slightly depending on the season but as a general rule, 500 is an acceptable count per pallet. 9
7. Enter the number of pieces of clothing that are required for the next week. To reach this figure, add the number of pieces needed to fill clothing racks to capacity, plus the number of pieces priced at $2 or less, plus the number of pieces expected to sell during the next week, and subtract the number of pieces in the stock room, trailer or currently being shipped. This is an example of the equation used to determine the total clothing required for the next week s Capacity Report on the example below: 1500 Pieces of clothing needed to fill empty racks +3000 Pieces of clothing currently priced at $2 or less +2500 Pieces of clothing expected to sell next week - 2500 Pieces of clothing in the backroom or on trucks =4500 Pieces of clothing required for next week 8. The District Manager will fill in the DM adjusted Total. 9. Enter the number of pallets of hardlines required to fill the gondolas to capacity now and during the next week. This number is only an estimate. Depending on the type of hardline stock, the amount of shelf space needed will vary. It is generally accepted that one (1) pallet will fill a four (4) foot section of gondola. If the Manager needs to fill one side of a 20-foot section of a gondola, he or she should request five (5) pallets. Time and experience will increase accuracy. 10. Enter the number of pallets of hardlines required to fill the floor stack area. It is generally accepted that one (1) pallet of floor stack merchandise will take up approximately 8 10 square foot of floor space. Again, this number is only an estimate. 11. Enter the number of pallets of hardlines in the stock room. Be sure to include the number of hardline pallets on a trailer that will be shipped in the next day or two. 12. Enter the number of pallets of hardlines required next week. To determine this number, add the number of hardline pallets required to fill the gondolas plus the number of pallets required to fill the stack out area, and subtract the number of pallets in the stock room, on a trailer or being shipped. 10
This is an example of the equation used to determine the total number of hardline pallets required next week on the example Capacity Report below: 25 Pallets required to fill gondola shelving +10 Pallets required to fill floor stack area - 5 Pallets in backroom or on trucks =30 Pallets of hardlines required next week 13. On the right hand side of the form, the Manager should type in his/her plan of action to work out merchandise that has been in the stock room for 36 hours or more. 14. Type in the requests for specific merchandise. In the space provided, the Manager must be sure to take advantage of the opportunity to request specific merchandise that he/she thinks will increase their sales. 15. District Managers should list any special notes for their specific store in the Notes from the DM section. 16. Enter the date of the last delivery received. If loads are scheduled for Thursday, Friday and/or Saturday and the Manager knows for sure what merchandise is on the way, these loads should be indicated as the latest load. If the truck contents are unknown or may be subject to change, the Manager should not indicate this delivery, but instead, fill in the date of the last delivery whether it is earlier in the current week or in the last week. 11
HARDLINES CLOTHING General Operations Today's Date Store Name For Week # From - To DM Clothing required to fill empty of condensed racks now to capacity PCS Plus clothing currently at $2 or less that will flush next week + PCS This is our plan to work merchandise to the floor that has been in backroom for more than 36 hours Plus clothing expected to sell next week + PCS Less clothing in backroom today - PCS These are our requests for specific merchandise (if available): Total clothing required next week = 0 PCS [Please fill out this section} DM adjusted Total = fill in PCS Hardlines required to fill gondola shelving now and next week PLTS Notes from the DM: Plus hardlines required to fill floor stack area now and next week + PLTS Less hardlines in backroom today - PLTS Total hardlines in backroom today = 0 PLTS We have received and taken into account the latest trailer load of merchandise delivered on: DM adjusted Total = fill in LDS WEEKLY CAPACITY REPORT 12
OFFICE FILE STRUCTURE Growth and expansion has necessitated that we standardize our office filing structure to more efficiently and effectively manage our processes and procedures. Dependent on the office space available, the following is the model structure. 1 ST FILING CABINET Current Year Files The top drawer contains the current year files. Current Year files are listed below. A Accident Report-customer Accident Report-minor Accident Statements Apprehension Report Audit B Bathroom list (blank) Bathroom list (filled out) Bomb threat procedure Break room list (blank) Break room list (filled out) C Channel Control Merchant s Times Newsletter D Daily Walk-Through Sheet Instructions Daily Walk-Through Sheet (filled out) Drug Information E F Fax Cover Sheet Forms Master Copies G H I Incident Report Forms (blank) Incident Report Forms J K L M Maintenance (blank) Manager s Daily Note Forms (filled out) N Now Accepting Applications Signs O Old Work Schedules P P-Card Purchase Purchase Orders Q R S Safety Report Sign s Master Copies Size Chart SOLD Sign Standard and Operations Reference Guide Statements (blank) Store Expenses Store Repairs/Hours T Telephone Numbers Transfer Sheets for Pallets (blank) Transfer Sheets for Pallets (filled out) Trespass Notice U V Vending W Weekly Labor Report Wholesale Merchandise (blank) Wholesale Merchandise (filled out) X Y Z BOTTOM DRAWER HAS FILLES FROM PREVIOUS YEAR. 13
2 ND FILING CABINET Current Associates The top drawer has Associate folders filed alphabetically containing information relative to writing performance reviews such as Instant Appraisals, Coaching Notes, and notes on specific successes and failures. Previous Associates The bottom drawer has previous Associate folders filed alphabetically. Under no circumstances should Associate folders contain personal records, copies of personal records or medical records. All original copies of documents are sent to the Corporate Office, and copies of the documents are kept filed at store level. 3 RD FILING CABINET Applications The top drawer contains applications for the year beginning with blank Applications then completed Applications filed by the month received. Time Sheets The bottom drawer contains each week s Time Sheets signed by the Associate when receiving his/her pay. These Time Sheets are filed by month and the corresponding week in which they occurred. 14
REPORTS THAT ARE MAINTAINED AND FILED DAILY SALES BINDER All accounting reports for each day are filed in this binder with the most current day filed on top. Safe Count Morning and Evening Cashier s Closing Sheets Manual and Computer printed Cashiers Ten Commandment Sheet (filled out) Bank Run Sheet Bank Log Sheet Daily Deposit Sheet Cashier s Deposit Sheet Daily Sales Report REFUND BINDER All Refunds are entered in this binder with the refund slip attached to the printed Refund Form. Each night the Daily Recap of Refunds is printed from Point of Sale system (POS) and filed on top of each day s refunds. TRUCK BINDER The Bill of Lading from each truck received is filed in this binder with the corresponding Truck Seal attached to each report. 15
CORPORATE MARKDOWNS All markdowns are issued by the Corporate Office, and the process for reducing the price is dependent on the pricing structure of the specific stock or item. The Point of Sale system should be checked prior to changing any signage to ensure that all markdowns have been entered into the system and will be reflected at the point of sale to the customer. Associates should have a complete understanding of the procedures involved in processing markdowns before they begin doing markdowns. That is, Associates should know the merchandise and its related prices found in their respective areas, and Associates should be able to calculate the proper markdown price. Price-Pointed Items: If the specific stock or item has been priced by using a sign, the sign must be changed to reflect the new markdown; however, if the item was priced by using the imprinted sticker, then each item must be re-priced. The new price sticker should be placed directly over the old price sticker. Items should be marked down one at a time completing the re-pricing of all items before moving on to the next type merchandise. Once all similar merchandise has been marked down, Associates should immediately place a sign over the merchandise informing the customers of the new price. Discounted Items: When a stock or item is sold at a discount, all that has to be done when a markdown is received is to make sure that all signage is changed. If there are multiple categories within a discount stock like clothing, shoes, accessories, etc., make sure all categories get the new signs. Once the stock is ready to mark down, the merchandise should still be grouped together by categories, and markdowns will be communicated by using the discount signs. 16
P.A. ANNOUNCEMENTS P.A. Announcements should be made every 30 minutes to create excitement and inform customers what is going on throughout the store. The following is a list of P. A. Announcements that might be used: Attention customers: This is a working store. Please keep your children under parental supervision at all times. Again customers: We would like to remind you that this is a working store. Please keep your children under parental supervision at all times. Thank you for shopping at your Dirt Cheap. Attention customers: We would like to remind you that every Monday is Military Discount Day, and every Tuesday is Senior Citizen s Day. Please be sure to shop with us on those days so you can receive your discount. Again customers: We would like to remind you that every Monday is Military Discount Day, and every Tuesday is Senior Citizen s Day. Please be sure to shop with us on those days so you can receive your discount. Thank you for shopping at your Dirt Cheap. Attention customers: Today is Monday, and we would like to remind all of our military customers who have their military photo I.D. with them to ask the cashier for their military discount when checking out. Again customers: Today is Monday and we would like to remind all of our military customers who have their military photo I.D. with them to ask the cashier for their military discount when checking out. Thank you for shopping at your Dirt Cheap Attention customers: Today is Tuesday, Senior Citizen Day, and we would like to remind all of our senior citizen customers to ask the cashier for their senior citizen discount when checking out. Again customers: Today is Tuesday, Senior Citizen Day, and we would like to remind all of our senior citizen customers to ask the cashier for their senior citizen discount when checking out. Thank you for shopping at your Dirt Cheap. Attention customers: We would like to remind you to go to ilovedirtcheap.com and sign up, you will receive our stores upcoming stock openings and latest discounts. Again customers: We would like to remind you that if you go to ilovedirtcheap.com and sign up, you will receive our stores upcoming stock openings and latest discounts. Thank you for shopping at your Dirt Cheap. Attention customers: We would like to remind you that all sales are final, no refunds or exchanges. Again customers: We would like to remind you that all sales are final, no refunds or exchanges. Thank you for shopping at your Dirt Cheap. 17
Attention customers: On (DAY OF WEEK), at 9:00 a.m. we will be opening a new (TYPE OF MERCHANDISE) merchandise. That s (DAY OF WEEK) morning at 9:00 a.m. we will be opening a new (TYPE OF MDSE) merchandise. Thank you for shopping at your Dirt Cheap. Attention customers: We would like to remind you that we have a (TYPE OF STOCK) merchandise in our store at (50,60.70, ETC.) % off. Again customers: We would like to remind you that we have_(type OF STOCK)_ merchandise in our store at (50,60,70, etc.)% off. Thank you for shopping at your Dirt Cheap. Attention customers: We would like to remind you that we have_(type OF MDSE) merchandise in our store for _(PRICE POINT). Again customers: We would like to remind you that we have _(TYPE OF MDSE) merchandise in our store for (PRICE POINT). Thank you for shopping at your Dirt Cheap. 18