Operations Quick Guide
- IT Service Desk: 0345 611 6500 (See Tech Support Section for options)
- Emergency?: See Emergency Procedures section below.
- Key Routines: Jump to: Replenishment | Scanning Team | MIC Routines
- Customer First: Key asks: Greet, Offer Basket, Answer Yes. (Full details on Services Page)
Operations Overview
This section consolidates key store-wide operational guidance covering emergency procedures, replenishment, scanning team activities, customer first principles, manager routines, and technology support.
Also see specific guidance on Online, Market Street, Front End, Shrink, and Safe & Legal pages.
Emergency Procedures
In the event of a business interruption, significant incident, or crisis, follow these initial steps. Refer to the full Store Emergency Procedures Guide (Link placeholder - check MyMorri or relevant source) for detailed actions.
Immediate Response Actions:
- Ensure People Safety First: Welfare of colleagues and customers is the main priority. Obtain support from Emergency Services (999) if needed. Follow site evacuation procedures if required.
- Establish Control: Assess the situation calmly.
- Assess Severity & Priority: Is it Critical, Severe, Substantial, Moderate or Low impact? (Refer to Pocket Guide p1).
- Notify & Escalate (Based on Severity):
- **Minor (Priority 4/5):** Manage in store. Inform Duty/Store Manager.
- **Substantial (Priority 3):** Notify Regional Manager / Regional People Manager.
- **Severe/Critical (Priority 1/2):** Notify Operations Director / Regional Manager / Head of People **immediately**. Formal Incident Management may be invoked.
- **All Incidents Requiring Central Support:** Report to appropriate Central Support Teams via **0345 611 6711** (Select relevant Option - See Contacts page).
- Media Enquiries:** Refer ALL media enquiries immediately to the PR Team via **0345 877 8778** or pressoffice@morrisonsplc.co.uk. Do not comment.
- Document:** Maintain an Incident Log (timeline, actions taken, decisions made).
Key Initial Contacts (Refer to Contacts page for full list):
- Hilmore Support Centre (General / Initial Escalation): 0345 611 6711
- LP Control Room (Serious Incidents/Security): **0345 611 6711 Option 1 > Option 2**
- Health & Safety: **07773 172 020** (OOH: **07720 805 307**)
- Food Safety: **0345 611 5382** (OOH: **07720 805 307**)
Ref: Retail Incident Management Pocket Guide
Ambient Replenishment Guidance
Ensuring excellent availability requires efficient replenishment processes. Key aspects include:
- Operating Model: Follow the Twilight or Night Fill models as appropriate.
- Reporting: Use the inbound deliveries dashboard (link on homepage) for planning.
- Pre-Sort: Pallets with >3 commodities should be pre-sorted for efficiency.
- Targeted Replenishment: Focus on high-traffic areas (Milk, Bread, Eggs, FTG) during peak times (12pm-4pm). Work backstock first.
- Drop And Fill: From 12pm, focus on filling gaps from capping shelves (follow Capping Shelf Principles: 1 case high/deep, max 5 cases, unopened, correct bay). Teamwork is key.
- Rumble (4pm-5pm): Manager-led teamwork activity to pull stock forward, remove cardboard, and identify replenishment needs for the evening.
- Fit For 5 (5pm): Handover including visual checks, planning break cover, capturing actions for evening/night teams.
- Priority Fill: Guidance exists on which categories to prioritise when resources are limited.
- Simple Warehousing: Maintain clean, organised warehouse adhering to 'One Product, One Place', clear zones (Delivery, Back Stock, Promo, Waste, Anomaly), and safety standards.
- Presentation Standards: Follow guidelines for flat layers, removing cardboard, pulling stock forward, leaving gaps clean.
'Scanning' Team Guidance
The Scanning Team handles activities related to space, range, stock records, and price. They work as one unit following a priority order.
Scanning Team Priority Order:
- Code Checking Activity
- Price Change Labels
- Promotional Changes and Media/Marketing
- Stock Management and Focal Tasks (inc. Space and Range Updates)
- Overstock & Investigation
Key Task Timings & Details:
- Code Checking: Done by Scanning Team for pre-packed Fresh, Market Street, Fruit & Veg (follow hours guidance). See Safe & Legal for date check importance.
- Price Integrity: Legal work (offer takedown, price increases) completed before store close. Remainder from 5am next day. SELs printed as per schedule.
- Promotional/Seasonal Changes: Completed by Scanning Team according to Execution Planner.
- Stock Management/Focal Tasks: Scanning Team handles Sunday counts & Scheduled Counts. Market Street team handles their specific counts/gaps (Ops Mgr accountable). See Shrink page for count details.
- Overstock Investigation: Managed 7am-9am daily after replenishment phase.
- Planogram Changes: Completed Sunday evening by Scanning Team.
Customer First Principles
Customer First is about delivering what matters most. The key service asks for all colleagues are:
- Greet customers warmly.
- Offer a basket proactively if needed.
- Answer their questions and always aim to say "Yes" or find a solution.
Full details, including the 15 Point Plan and Customer Promises, are on the Front End Services page.
Manager In Charge (MIC) Routines
The MIC booklet guides daily management and handovers. Logbooks are critical for record keeping.
Daily Structure Highlights:
- 7am-9am: Store Walk & SRP Update
- 9am: Fit for Trade Meeting (Review actions, sales, feedback, availability, quality)
- 9am-10:30am: Waste Validation (See Shrink page).
- 11am-5pm: Optic Tasks
- Before 2pm: Natasha's Law Checks (See Safe & Legal).
- 4pm: Rumble (Store Manager led if present)
- 5pm: Fit for 5 Handover (Walk store, check colleague info, service, breaks, absences, capture actions, sign MIC book)
- Evening: Closedown prep & execution (Fit For Close Checklist - see Services/Counter Guides).
Technology Support
Contact the appropriate helpdesk for specific system issues. Call **0345 611 6500** and select options. State 'Online Home Delivery (Store Pick)' if related to Online Ops HHTs/Apps.
See the Contacts page for the full breakdown and other support numbers.
- Option 1 > Option 1 (NCR): Tills, SCOs, HHT Hardware, Printers, ICH, etc.
- Option 1 > Option 2 (Computacenter/IT): Network, Back Office, Apps (OSP, C&C, Gap Scan), SmartDrive etc.
- Option 2 (PFS Helpdesk): Petrol station IT.
- Option 3: Maintenance & Procurement (inc. Bizerba Data/PLU issues).
Other Tech Routes:
- Mobile Devices/SIMs: EE Support 0800 079 0260 (Pass: Morrisons1899) / MyTech Portal.
- Bizerba Hardware: 0844 826 5201.
- MyTech Portal (MyMorri): Ordering large equipment, PC moves, etc.
- People Manager: System Access/Privileges.
Refs: Operations Page (original), Online Ops Guide p71, 75, 78-83, Front End Guide p19.