Governor’s Office of Management and Budget releases initial DABC findings [UPH Wire]

**attached contains the following: *
For Immediate Release
Contact: Aimee Edwards
edwards@utah.gov
mobile: (801) 755-3085

Governor’s Office of Management and Budget releases initial DABC findings

SALT LAKE CITY (August 27, 2015) – The Governor’s Office of Management and
Budget has released the highlights of the Department of Alcohol Beverage
Control (DABC) 30-day work plan to improve the retail service experience
and work environment.
Strategies were released in three key areas based on an extensive review of
all 44 stores and interviews with more than 70 employees. Today’s analysis
is one of three, which will be released from a 30-, 60- and 90-day
process. Initial,
and future strategies, will continue to be developed in concert with the
Governor’s Office of Management and Budget and DABC management.
The DABC and associated retail stores must meet multiple demands
including statutory
compliance requirements, satisfying customer demand and creating a positive
experience for customers and employees. Throughout its history, DABC has
worked to improve operations through internal and external reviews
addressing changing compliance requirements and consumer demand.
Recently, DABC has made tangible progress in many areas, including
developing a product knowledge course for employees and reducing out of
stock items in stores. However, like any organization, there is always an
opportunity to improve.
The following are the initial actions to be implemented in three key areas:
Improved communication and trust between DABC management and individual
stores

An increased emphasis will be placed on the training role of regional
managers to better enable the front-line staff to meet store demands

Store personnel will assume an increased role with inventory management

Part-time staff will receive additional training and increased
responsibilities

A specific mechanism will be implemented to support employee suggestions
and feedback

Improved processes to meet customer demand

Leverage Theory of Constraints inventory management practices to refine
the process for reducing product shortages and overages

Acceleration of existing programs and initiatives to clear out slow
moving products and replacing them with new or introductory items

Exploring the possibility of specialized product inventory stores where
feasible

Further refinement of special ordering processes to better meet demand
while also protecting against orders not being picked up by the customer
and/or left unpaid

Further refinement of policy, process, and equipment changes in support
of a faster purchasing experience while reducing the risk of selling to
under-age customers

Improved customer service

Engaging store managers in the establishment of staff performance
metrics, measurements, expectations and staff development

Further refinement of the existing customer satisfaction measurement
system

Continued interaction with vendors (restaurants, restaurant
associations, etc.) to identify ways to improve the customer experience
and meet demand

# # #

pdf icon 8.27.2015DABC30-DayRELEASE-1.pdf

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