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Audit Program for Home Credit

July 2017

Copyright © 2015 Channelplay Limited 1


WHOWE
ARE
• India’s leading field sales & marketing company

• 5,000+ employees in 300+ towns across India

• INR 1,400 Mn revenues in FY 2015-16.

• Working with some of biggest international brands including more than 10 of


the Top 20 companies from IT, Telecom and FMCG industry

Copyright © 2015 Channelplay Limited 2


WHAT
WEDO

1 BUSINESSOBJECTIVE 7 BUSINESSVERTICALS

Help Brands Sell Better • Field Force Outsourcing


• Retail Visibility
• Sales Training & Development
• Sales Force Automation
• Mystery Shopping & Retail Audits
• Market Research
• Loyalty Programs

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Consumer
Telecom Electronics

FMCG
WHOWE IT/ITES

WORKWITH

E-Comm And More

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The Channelplay differentiators – Our Delivery Levers

The Channelplay Advantage:

• More than 9 years of experience in the Audit executions and reporting


• Channelplay Ltd. conducts more than 5,000 audits every month
• We have more than 15,000+ freelancers with varied demographics, experience and industry background
• A strong, experienced pool of 50+ Project Management professionals exclusively for the audit projects
• Dedicated Project Team for an individual client
• Customizable reporting system serving to your specific needs
• Single click ready to use reports and dashboards
• 5 levels of drill down to help you with insights for quick action on improvement areas

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Scope of Work

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Program Background
Scope of Work

Scenarios to be performed at bank branches:

➢ Customers will ask for personalized cheque book at bank branch or will ask for cheque book in general.
➢ Applicants will ask for C-KYC based account opening process.
➢ Applicants will inquire for opening BSBDA- Small account without any OVD.
➢ Applicants will ask for opening account under PMJDY.
➢ Applicants wanting to open a bank account without PAN card.
➢ Customers will inquire for passbook replacement (to check reporting process of lost passbook & possible charges for
the same).
➢ “Mandate holder” or “power of attorney” related operations will be inquired for opening & maintenance of bank
accounts for Mentally and visually challenged people.
➢ Auditor will try to Replace the old currencies which are not valid, but still replaceable, as well as completely damaged
bank notes.

Coverage
• Audits to be conducted in Delhi & Mumbai across 18 branches (6 of PSU banks, 6 of Indian private & 6 foreign banks).
• All 8 scenarios to be performed at all 18 branches.
• Total audit count - 144

Auditor Profile
Auditor to appear as a genuine customer as per the scenario and will record and submit audio recording as proof of audit.

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Program Framework & Methodology

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Program Management Framework

The proposed program for Home Credit is a fully managed program with end-to-end accountability for auditor’s
hiring, field execution, operational management and reporting.

HR Management Operational Management Analytics & Reporting

• Manpower Hiring & Development • Auditor wise outlet mapping • Audits Coverage
• Training • Audit Planning • Branch wise Reports
• Reporting • Mystery Audit Execution • Photo/Audio Recordings
• Hygiene & Process Management • Hierarchy Based Login Credentials
for Home Credit Management

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Execution Approach

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Execution Approach – Marketing & Compliance Audits

Process Flow:

Pre Execution Activities Evaluation by Auditor Reports & Insights

Pre Execution Activities:


• Detailed understanding with the Home Credit team on the scenarios to be performed
• Pilot audits to understand the parameters and evaluate the best way to capture the same
• Questionnaire design: Work with the Home Credit team for finalization of the same
• Preparation of the training document basis the questionnaire and training given by Home Credit
• Identification of auditors. The profile of the auditor for this program will be one who has:
• Experience doing similar kind of audits; and
• Good observation skills.
• The auditor will be trained on observations skills and on the parameters that need to be evaluated

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Auditor Selection Process

Auditor Profiling Auditor Screening Auditor Selection Audit Allocation

Project team interviews


Project Requirement Verified auditor is given Qualified Auditor are
the auditor over phone
Published access to training portal ranked
for communication skills

Skype/face to face
Auditor takes a self meetings to evaluate the The one with highest
Auditors applies
assessment Non Verbal rank gets priority
communication

Auditor who passed the Final round of knowledge


Auditor credentials are Audit is assigned with
self assessment move to assessment on audit
verified Target completion date
next level understanding

Random check for the process adherence


by the Senior Management

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Sample Auditor Profiles

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Continued…

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Auditor Training & Certification

Auditor Training Auditor Certification

Detailed training
After the training, auditor
document is published on
goes for an online
the portal for the access
certification process
of verified auditors

The auditor goes through Auditors scoring a


the training document to minimum pass
understand the audit percentage criteria are
parameters and the then certified for the
methodology project

Auditors are trained by


the program team over Certified auditors are
skype or phone for a then allocated Audits
better understanding.

Random check for the process adherence


by the Senior Management

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Execution Approach – Marketing & Compliance Audits

Process Flow:

Pre Execution Activities Evaluation by Auditor Reports & Insights

Audit Evaluation:
• The auditor (well trained on observation skills and parameters) will visit the bank branch
• The auditor will appear as a genuine customer or as per the scenario requirement
• The Auditor will observe the parameters of evaluation outlined in the questionnaire as per the scenario
• The auditor will as part of his audit make his observations and record the same and submit relevant proofs (audio
recordings)

Copyright © 2015 Channelplay Limited 16


Execution Approach – Marketing & Compliance Audits

Process Flow:

Pre Execution Activities Evaluation by Auditor Reports & Insights

Reports and Insights:


• The auditor at the end of each of Audit process will share his / her observations
• These observations will be captured and shared with Home Credit as a quantitative / qualitative report of the audit
• Reports and analysis will shared through access to our online portal which will have multiple logins with hierarchy
based view.
• Audio recordings to be provided as proof of audit.

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Reporting & Insights - Overview

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System Outline

• 100% In house development.


• B-Crypt enabled login for 100% security against malicious users.
• Intelligently designed dashboard for maximum insights with minimum clicks.
• Section and Question wise trends to pinpoint improvement areas.
• Custom parameter definitions specific to your business.
• Segregation and visibility of data according to your organizational hierarchy.
• View and download Excellence reports from the same screen.
• Downloadable Raw Excel reports for further deep dive analysis.

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1View Client Login

Minimalistic inspired design


for greater productivity

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Dashboard

Current and Previous campaign


scores for easy reference

Trend line for the past


12 rounds

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Dashboard

Section wise scores of current & previous


campaign for easy progress tracking and
identification of attention areas

Score wise distribution of audited locations to


indicate performance of stores

Interactive graphs populate themselves on


changing filter parameters

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Dashboard

Filter Business parameters


to view specific data

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Dashboard

Select only what is relevant to you at the moment


– multiple parameter selection possible

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Survey Explorer

• Downloadable Excel
Reports for deep dive
analysis
• Search reports based on
specific business
parameters

• Downloadable Excel Reports for deep


dive analysis
• Search reports based on specific
business parameters

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Reporting

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Service Excellence Report

Service Excellence Report is a set of pages with summary


of an individual audit visit.

Shopper findings are presented along with submitted


proofs

Detailed scores of individual questions as well as sections


are provided

Detailed scores of individual questions as well as sections


are provided

Main Page

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Section wise summary

Gives a glimpse of the scores attained in every


section in the questionnaire

The non performing sections can easily be identified.

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Question wise summary

Gives a glimpse of the scores attained in every


question in the questionnaire

The non performing questions can easily be


identified.

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Section Score Drill Down

Question level scores can be viewed of different


sections to pinpoint where marks were lost

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Question level details with proof

Options marked and proofs uploaded


by the shopper can be viewed question
wise

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Detailed Excel Reports

Section wise score at different locations in the campaign Further analysis can be done on this raw data

Total score obtained at different locations and the responses


given by the shopper at different locations can be viewed
through this Raw Response Report.

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1 View Mobile Application

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1 View Shopper Application

Shopper taps on submit to start filling


Shopper applies and audit is assigned
the questionnaire
and visible in the assigned tab of 1VIew
app

Shopper has the option of declining the


audit in case he/ she is not able to do
the same

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1 View Shopper Application

Different types of questions to accommodate various kinds of data

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1 View Shopper Application

Scrollable questionnaire

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1 View Shopper Application

Upload buttons to upload


Different question types
multimedia proofs

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1 View Shopper Application

In case the auditor tries to submit


Multiple proof upload capability without answering mandatory
questions

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Program Team

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Manpower Profile & Organization Structure

Manpower Profile

Educational Qualification
• Program Manager - MBA Organization Structure – Audits Programs
• Project Coordinator - MBA
• QC Manager - MBA
• Auditor - As per profile fit
Home Credit SPOC
Work Experience
• Program Manager – 7 years in Retail
Audits project management
• Project Coordinator – 2-3 years in Program Manager
Retail Audits
• QC Manager – 2-3 years in QC/MIS
• Auditor - As per profile fit

Project Coordinator QC Manager

Auditor - 1 Auditor - 2 Auditor - 5

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Manpower Profile & Organization Structure

Manpower Profile Key Responsibility Area (KRA) of Proposed Manpower


Educational Qualification
Program Manager
• Program Manager - MBA
• Project Coordinator - MBA • End to End accountability of the Audit project
• QC Manager - MBA • Online system configuration and reporting management
• Auditor - As per profile fit • Reporting format reconciliation with Home Credit
• Dashboards and reporting interface design and maintenance
Work Experience • Project Reporting to Home Credit as per the agreed frequency
• Program Manager – 7 years in Retail
• Training of Project Coordinators & QC Managers
Audits project management
• Project Coordinator – 2-3 years in • Incentives on quality of overall project management
Retail Audits
• QC Manager – 2-3 years in QC/MIS Project Coordinators
• Auditor - As per profile fit • Sourcing, hiring and operational management of Auditors
• Training of Auditors
• Incentives on quality of audits and reporting

QC Managers
• Scanning of audit reports reported by Auditors
• Quality check of reports and photographs for accuracy and compliance

Auditors
• Conduct audit as per plan
• Audit execution and reporting

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Project Timelines

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Project Timelines

S.no Activity Description Wk-1 Wk-2 Wk-3 Wk-4

1 Project sign off/ PO

2 Audit template designing & finalization

3 Training document finalization

4 System integration

5 Auditor Mapping & Resource Planning

6 Auditor certification and training

7 Audit Execution

8 Online Reports & Validation

9 Data analysis & insights generation

10 Final report submission

*To be confirmed post discussion with Home Credit


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Commercials

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Commercials

Particulars Amount ( INR)


Cost per Audit including:
▪ Questionnaire building & digitization
▪ Auditor selection & training
▪ Audit execution
1250
▪ System development & management cost
▪ Data quality check
▪ Analysis & Insight Generation
▪ Program Management

Note
• Taxes as applicable additional
• PO before commencement of activity
• Payment within 15 days from submission of invoice

Copyright © 2015 Channelplay Limited 45


Our Work –Case Studies

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Visibility Audit for a Consumer Electronics Major
Industry- Mobiles
Client- Apple

Objective
The key focus of client was to provide the highest quality of customer experience even in the
fragmented MBO environment. To ensure that the target stores maintained the set standards
Channelplay conducted visibility audit and evaluated each store on defined parameters.

Approach 1700+ OUTLETS


The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of Internal & external branding.
- Verification of availability & condition of fixtures and demo devices.
- Evaluation of Promoter grooming & knowledge. 100+ CITIES
- Evaluation of Stock availability and Affordability.
20 DAYS
The challenges we faced were:
- Ensuring the highest level of quality while adhering to the aggressive execution timelines.
- Providing real time visibility to all the relevant stakeholders.

Outcome 100% AUDIT


Through this program, the client gained valuable insights at a store level for the various elements COMPLIANCE
measured. Basis the same, improvement initiatives were driven for parameters which negatively
impacted the overall score.
As an outcome of the visibility audit and consequent initiatives, within a period of 2 quarters the
overall score of the outlets improved 35 percent points. At a store level this translated into 75% of
the stores being classified as either excellent or good stores.

Copyright © 2015 Channelplay Limited 47


Visibility Audit for an IT Brand
Industry- IT/ ITES
Client- Lenovo

Objective
Lenovo wanted to objectively capture performance of their showrooms on a number of store
operations parameters so that they can ensure consistent customer experience across all their
retail outlets. Channelplay partnered with Lenovo to become their execution arm for conducting
these declared operations audits and bringing insights to assist Lenovo in evaluating and improve
the store operations. 1200 OUTLETS
Approach
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of Visual Merchandising Hygiene to assess the quality of VM deployment. 120+ CITIES
- Evaluation of Brand exclusivity to ensure that the outlet is not selling any competition products.
- Evaluation of Store hygiene and cleanliness parameters. 3 WEEKS
- Evaluation of Stocks on display both the count and the condition of the display products.

The challenges we faced were:


- Finding auditors in Tier 2 & Below locations, as 70 % of the stores are in such locations.
- Intensive training of the auditors in order to make them aware of the technical jargons.
100% AUDIT
COMPLIANCE
Outcome
Through this program, the client gained valuable insights at a store level for the various elements
measured. Basis the same, improvement initiatives were driven for parameters which negatively
impacted the overall score. The scores for all the stores are shared along with the PDF Reports.
Also analysis was shared to show the performance both state-wise and region-wise so that the
actionables can be taken by the respective RCMs.

Copyright © 2015 Channelplay Limited 48


Visibility Audit for an Electronics Brand
Industry- Electronics
Client- Dell

Objective
Exclusive brand stores were critical for Dell both in terms of sales and branding. Maintenance of
these outlets as per corporate guidelines was important to keep up the shopper experience
resulting in business performance. The client partnered with Channelplay to have a quick and
comprehensive assessment of their retail outlets.
610 STORES
Approach
The approach adopted to successfully deliver the scope of work was as under:
- The audit involved Mystery as well as Operational aspect for evaluation of the stores.
- Mystery aspect involved evaluation of Branding, Hygiene, Technical and Soft skills of the sales 60+ ATTRIBUTES
representatives, Product purchase experience.
- The operational aspect involved evaluation of Visual merchandising, Store cleanliness & 50+ CITIES
aesthetics, Customer experience, Store safety and statutory norms.

Some of the challenges that we faced were:


- Size of information: 60+ attributes from 600+ stores with attribute-wise photographic evidences 30 DAYS
had to be reported and therefore it involved extensive auditor training.
- Complex research design as both operational & customer experience parameters were evaluated.
- Coherent and consistent capturing of information across all cities.
- Reporting complexities: As data analysis along with 30+ images per outlet to be reported. 100% AUDIT
COMPLIANCE
Outcomes
The client was provided with an online dashboard which reflected following information:
- Audit status and individual store’s score summary
- Store wise details with audit data

Copyright © 2015 Channelplay Limited 49


Price Check Audit for an Electronics Brand
Industry- Consumer Electronics
Client- Samsung

Objective
Samsung wanted to build trust & brand image by offering uniform prices across all retailers and
address this challenge by a way of conducting mystery audits to ascertain how Market Operating
Price (MOP) varies across Samsung’s retail networks vis-à-vis competition and measure the
quantum of violation and thereby taking required actions.
2 ROUNDS
Approach 609 STORES
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of the retailers basis the price offered for various product categories like Television,
Refrigerator, Washing Machine and Air Conditioner and backing the audit by Audio recording.
- Capturing the specified product category, model numbers and their discounted prices for
Samsung as well as competition brand to check for price violation, if any, and validating the same
15 DAYS EACH
with Suggested Retail Price (SRP) list. PAN INDIA
- Detailed report of Store-wise price quoted for specific models and quantum of price
violation vis-à-vis competition was to be shared.

Some of the challenges that we faced were:


- Capturing all relevant details during quality check by listening to the audio recording. 100% AUDIT
- Reporting the OBC checks within 2 days of sharing the list by client. COMPLIANCE
Outcomes
The audits were conducted, and a detailed report stating the model numbers, price, percentage of
price violation vis-à-vis competition was shared with the client to take required action.

Copyright © 2015 Channelplay Limited 50


Price Check Audit for a Sanitary ware Brand
Industry- Sanitary ware & Faucets
Client- Hindware

Objective
The objective was to ascertain how Market Operating Price (MOP) varies across Hindware's retail
network vis-à-vis competition, as price violation can adversely impact customers trust factor.
Therefore to understand the market behaviour, mystery audits were conducted to gauge discounting
variations for Hindware and competition brands for 25 SKU’s each for sanitary & Faucets.

Approach 535 AUDITS


The approach adopted to successfully deliver the scope of work was as under: 13 CITIES
- Understanding SKU level pricing for both sanitary ware and faucets categories.
- Capturing various offers/ schemes offered by the dealers to their customers.
- Gauging the performance of competitors like Cera & Parryware in sanitary ware and Jaquar in the
faucets.
20 DAYS
Some of the challenges faced were:
- Giving the detailed training regarding different variants of sanitary ware and faucets.
- Stringent timelines were to be followed to execute the program in 20 days.
- Getting quotations of 25 SKUs from both categories (Sanitary ware and Faucets) in each allocated 100% AUDIT
city.
COMPLIANCE
Outcome
In the Faucets Category- Hindware's Price variation were high as compared to its Competition.
In Sanitary ware Category Hindware price variation was lesser than its peers.
A detailed report with key insights was shared with client providing price variations at an overall
Level, Hub, Zone, City, Level, also with category insights for each store and SKU.

Copyright © 2015 Channelplay Limited 51


Mystery Audit for an Electronics Brand
Industry- Electronics
Client- Canon

Objective
The imperative for Canon was to understand the selling process and the service quality at their
retail outlets. In order to facilitate this, Channelplay conducted mystery audits at their stores Pan
India and helped them identify gaps from customer interaction standpoint.

Approach
The approach adopted to successfully deliver the scope of work was as under: 190
- Evaluation of need assessment process of the staff. LOCATIONS
- Evaluation of Product knowledge of the staff, and how they communicate it to the customers.
- Evaluation of Selling Orientation- whether the staff informs about the unique aspects of the
brand etc. 15 DAYS
- Evaluation of the sales closure process.

The challenges we faced were:


- Finding auditors in Tier 2 and below locations and completing the audits within timelines. 100% AUDIT
- Finding auditors with a fair knowledge of cameras, suitable for conducting the audits.
COMPLIANCE
Outcome
Following insights were presented to the client as the outcome of this Mystery Shopping exercise:
- Focus required on making the ISDs adept with the USP and the exclusive services offered by
Canon.
- Improvement required specifically for stores in North (Haryana & Delhi) and West (Gujarat &
Maharashtra).

Copyright © 2015 Channelplay Limited 52


Mystery Audit for a Spa Chain
Industry- Spa
Client- O2 Spa

Objective
O2 Spa is one of India’s leading spa chains which provides great spa experience to over 1500+
guests every day. It aims is to be the world leader in terms of service quality and customer
satisfaction. Keeping this in perspective client conducted mystery audits to understand the
customer experience and key process adherence at their various outlets.

Approach
The approach adopted to successfully deliver the scope of work was as under:
- Appointment booking. 35 AUDITS
- Evaluation of Spa Ambiance and Reception area.
- Evaluation of Staff interaction, Grooming & Product knowledge.
- Assessment of Spa facilities, treatment and Billing process. 20 DAYS
The challenges we faced were:
- Identification of auditors with a keen eye and good understanding of the hospitality environment 100% AUDIT
- Training of auditors on the services and standards of the spa chain.
- Ensuring that report presents a vivid picture of the store to the management.
COMPLIANCE
Outcome
The client got insights on the focus areas at an outlet level. While spa ambience and facilities were
highlights, non-service interactions like appointment booking, reception interaction and billing
were areas of concern. Store level score and feedback were also shared with the client so as to
create an action plan to overcome their shortcomings.

Copyright © 2015 Channelplay Limited 53


Mystery Audit of Retail stores at an Airport
Industry- Infrastructure
Client- GMR

Objective
GMR was incorporated to build, design, finance, operate and maintain a world class Greenfield
airport at Shamshabad, Hyderabad. GMR wanted to maintain high quality of customer experience
and identify the gaps at their retail outlets on the Airport. In order to identify the gaps, mystery
audits were conducted at the store both on Domestic and International terminal.

Approach
The approach adopted to successfully deliver the scope of work was as under:
75 AUDITS
- Designing questionnaire based on the category of stores i.e., Food & Beverages, Retail Single and
Multi Brand Outlets and Services (Spa & Lounges).
- Evaluation of F & B Stores based on the following parameters- Positioning, Restaurant Interiors & 5 DAYS
Exteriors, Product Display, Order Taking & Order Delivery, Employee Standards & Billing Experience.
- Evaluation of Retail SBO & MBO based on- Positioning, Counter Interior & Exterior, Stock Keeping,
Customer Service, Billing experience & Employee standards. 100% AUDIT
- Evaluation of Spa & Lounges based on- Exterior, Reception Desk, Staff Interaction, Grooming
Standards, Ambience & Washroom Hygiene. COMPLIANCE
The challenges we faced were:
- Intensive and coherent questionnaire design based on the category of the stores.
- Audits to be done by people with Retail background and experience.

Outcome
The whole process was evaluated on defined parameters and key improvement measures suggested
to the client with respect to positioning and service quality. The key concern areas were Stock
Keeping & Store Exteriors for Retail SBO Outlets, Employee standards & Staff Interaction at Spa &
Lounges.
Copyright © 2015 Channelplay Limited 54
Mystery Audit for a Sports Gear Brand
Industry- Sports
Client- Decathlon

Objective
Decathlon’s objective was to become the market leader in the sports gear segment through
superior service quality, product availability and customer satisfaction. Keeping this in perspective,
Channelplay was to conduct mystery shopping across specified outlets in order to find out areas of
improvement.

Approach
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of Welcome Desk responsiveness and the entire audit was backed by a video
recording. 100% AUDIT
- Evaluation of store ambiance and visual merchandising.
- Evaluation of staff interaction skills & product knowledge. COMPLIANCE
- Evaluation of Billing process efficiency and Grievance handling.

The challenges we faced were:


- Questionnaire designing to capture various scenarios specified by the client.
- Visit planning as per the dates and time frame provided by the client.

Outcome
Detailed report was shared with the client including the trend analysis on various parameters for
better identification of the problem areas, basis which the client took the following corrective
actions:
- Frequency of product trainings was increased.
- Evaluations of the billing process were spread throughout the week.

Copyright © 2015 Channelplay Limited 55


Mystery Audit for a Apparel Brand
Industry- Apparel Brand
Client- W

Objective
The main challenge for W stores was to maintain high level of service quality across all its retail
outlets in the country. They wanted to ensure complete uniformity in terms of products, hygiene
and service in all stores spread across 30+ cities. To address this challenge, mystery audits were
conducted and assessment was done to check the service quality.

Approach
The approach adopted to successfully deliver the scope of work was as under:
100 STORES
- Evaluation of the store hygiene conditions and customer interaction which was backed up by a
video recording.
- Evaluation of store hygiene conditions on the basis of Interior & Exterior maintenance, Product 30 DAYS
display standards & Promotional materials.
- Evaluation of customer interaction on the basis of Greeting, Product knowledge & Sales closure.

The challenges we faced were:


100% AUDIT
- Finding female auditors to perform the audit at various locations. COMPLIANCE
- Purchase scenario was to be performed in 25% of the audits.
- No repetition of auditors for three months to ensure high quality

Outcome
The client was provided with store-wise ratings and rankings on three parameters - Sales
interaction, Staff standards and Store facilities. Basis the findings, the client immediately took these
key steps:
- KRAs of store manager were aligned with the performance of stores and sales staff.
- Incentives of sales staff were tightly linked with the audit ratings.

Copyright © 2015 Channelplay Limited 56


Mystery Audit for a Healthcare Brand
Industry- Health Care
Client- Apollo Hospitals

Objective
Apollo Hospitals is widely recognized as the pioneer of private healthcare in India. Apollo’s mission
is to bring healthcare of International standards within the reach of every individual. The objective
was to provide superior quality of health care services and address this challenge by critically
evaluating on the following parameters : 2 ROUNDS 4
- Grooming level of Staff - Service Standards CITIES
- Knowledge level of Staff - Process Adherence
- Staff Behavior/ Dressing - Timelines Adherence - Bengaluru
Approach - Chennai
The approach adopted to successfully deliver the scope of work was as under: - Delhi
- Appointment fixation on call - Hyderabad
- Appointment confirmation
- Evaluation of facilities: Hospital reception desk, Waiting area, Laboratory area, Test reports
Some of the challenges faced were:
- Health package to be evaluated were specific and finding a shopper across age groups who
can go for the same. 100% AUDIT
- Specific timelines/dates were given on which the evaluation was to be conducted. COMPLIANCE
Outcome
Two Rounds of audits were conducted, and a detailed report with improvement suggestions was
shared with the client, which were implemented and the Incremental change were as follows:
Bengaluru: 15%, Chennai: 26.6%, Delhi: 52.6%, Hyderabad: 87.8%

Copyright © 2015 Channelplay Limited 57


Mystery Audit for a Jewelry Brand
Industry- Jewelry
Client- Tribhovandas Bhimji Zaveri

Objective
Tribhovandas Bhimji Zaveri (TBZ), is the jewelry destination of choice for every occasion, from
everyday wear to delicately crafted pieces for the biggest day of her life. The objective was to
provide best in class customer experience from the time they step inside the store till leaving the
store and address this challenge by critically evaluating the following parameters :

- Hygiene maintenance in Store Interior & Exterior - Service Standards


- Product Display - Process Adherence 30 STORES
- Grooming & Knowledge of staff - Integrity & Objection handling Check PAN INDIA
- Staff Behavior - Billing Process

Approach
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of various sections in gold & diamond and backing the entire audit by a Video
recording. 100% AUDIT
- Evaluation of product display, staff grooming, knowledge, process adherence, service standards.
- Integrity and Objection handling checks were to be performed while interacting with the staff. COMPLIANCE
Some of the challenges faced were:
- Making video recording of entire audit & capturing all relevant aspects was a challenging task.
- Integrity checks had to be performed cautiously & casually without getting caught as an auditor.

Outcome
The audits were conducted, and a detailed report with improvement suggestions was shared with
the client.

Copyright © 2015 Channelplay Limited 58


Retail Stock Audit for a Smartphone Brand
Industry- Mobile
Client- Lenovo

Objective
Stock availability and status is an important aspect of any business as it determines how a brand
can optimally meet the demand of its products while ensuring minimum investment in working
capital. With a view to evaluate the physical stock available with its channel partners and to drive
consequent actions basis the same, the smartphone division of the client undertook pan India 1300+ OUTLETS
stock audit which covered: 220 CITIES
- Re-distribution partners
- Retail outlets manned by in-store demonstrators

Approach 20 DAYS
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of all designated distributors/ retail outlets on the basis of stock availability.
- Store level details of stock with individual model number and IMEI number were captured.
- Reporting Region wise summary and model wise stock report. 100% AUDIT
Outcome COMPLIANCE
Physical stock count was done and a detailed report stating the store level stock, region wise
summary and model wise stock was shared with the client which enabled them to do a
reconciliation of the channel stock as reflected in the system versus "as-is" status captured by the
stock audit.

Copyright © 2015 Channelplay Limited 59


Stock Audit for a Consumer Electronics Brand
Industry- Electronics & Mobile
Client- Micromax

Objective
Micromax wanted to conduct stock audits across its pan India distributor network in order to
evaluate the inventory levels which would act as a key input in formulation of production strategy,
distribution strategy and incentive plan for these distributors.

Approach 200
The approach adopted to successfully deliver the scope of work was as under: DISTRIBUTORS
- All assigned distributors/ warehouses across all 125 cities were evaluated on the basis of stock
availability.
- The audit captured the individual IMEI number of handsets (Smart Phone, Feature Phone and
Tablet Models) 125 CITIES
- Distributor & Item wise count of the inventory lying in the warehouse was reported to the client.
3 DAYS
Some of the challenges that we faced were:
- All audits across 125 Cities to be completed in just 3 days.
- All warehouses located in different cities under same distributor had to be completed on same
day.
100% AUDIT
Outcomes COMPLIANCE
The audits were conducted, and a detailed variance and physical count report was shared with the
client which helped them to monitor and properly manage their Inventory system across all
partners in India.

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Copyright © 2015 Channelplay Limited 61