MEGATHREAD 2018-2019 Store Modernization Megathread

[Leo47]

Service Advocate (formerly Guest Service Desk):

• You are the face of Target and interact with our guests each and every day.
• Provide an easy, seamless order pickup, exchanges, or return experience.
• Actively engage guests in a way that makes them feel welcome and rewarded by our loyalty programs.
• Make sure every guest leaves happy.
• Be passionate and provide exceptional service to every guest.
• Share your knowledge and excitement of front of store services and attend to every guest.

Because you are taking on a new role for the operating model pilot, you will be expected to have new knowledge and perform new skills and abilities, including:

• Guest engagement and loyalty-driving techniques
• Loyalty programs
• In-depth knowledge of front of store specialty services

1. How am I supposed to provide an easy seamless exchange or return experience with Target.com’s nonsense that is their online orders

2. There’s no way every guest will leave happy, if someone brings something they’ve used for 5 months and wants to return it and their ID is maxed out we can’t do anything. What then, Target? It’s just not possible.

3. What exactly are loyalty programs and front of store specialty services lol

 

[REDcardJJ]

3. What exactly are loyalty programs and front of store specialty services lol

Loyalty programs: Cartwheel, Target Wallet, REDcard
Specialty services: OPU, Drive Up

 

[Flow Warrior]

I'm in the pilot and this isn't a "give it a try and see if it works". This is a figure out what works before we roll it out. This is the future of our company. And if we don't want to become a toys r us then we have to change.

Toys r US died because it became monolithic and was bound to Hasbro/Mattel way too much. You know they are scared because unlike TRU they have to pay what Us and Walmart want to put their items in. Our problem is dude needs to trying to turn us into red walmart. Those times are similar to walmart titles.

This IS NOT the future of the company because if it was it would be rolled out immediately. This is a test to actually see if it can work live. It won't, because of hours, pay, understaffing and the continuous LOG problems that spot ignores. (like the 1992 label printing program we all have to use to batch print. Or the fact that robots could sort the repacks by aisle correctly and load the trucks. How the f do you think cars get built?)

It WILL fail and fail hard. The only thinks that will survive are consistant closing mgr, ap reports to apbp PMT (seriously can we just call them facilities Maintenance? This is what they actually do. Maintain the building.) reports to their PMBp .

We will never truly eliminate logistics. Changing its name doesn't change responsiblities.

I did what is effectively called IT consultancy in the 90s. I fixed company computers back when the internet started before everyone realized they needed to hire someone all the time. It was great and hell all at the same time. And you could the titles anything you wanted. Nevertheless, I charged $50 an hr to clean out your system, fix the network, install things. Uninstall things, do antennas and cabling. Everything IT does now.

So the point is you can call the TMs anything from electronics experts to Digital wizards and it doesn't mean anything. To the guests, we are still employees. They will still ask for a manager regardless of whether he/she is a lead, leader, director, or fucking pirate captain.

We are unique because we call the customers guests, not the thieving bunch of dullards they can be. Its important to keep the team mentality.

Oh and my store isnt one. this I am happy about.

 

[Flow Warrior]

Im concerned with these changes about terminationg tbh. I dont know jack about clothes. The only reason I am in apparel is because I am efficient and can make plans on the fly to get stuff done zone and reshop wise. I have been told many times my efficiency is why I am there. So does this mean I will no longer be wanted? I hate clothes heck I only buy an article when one wears out to the point I may be called out for indecent exposure :/ I mean I have learned things since being in apparel like what a cardigan is and what a maxi dress is but beyond that. . .idk.

I mean given targets history of NOT training people I feel like this new movement is an open door to kill all the old tms and bring in new people that want more hours than the mall stores give them. So where does that leave us. Its not like I am unwilling to learn but understanding what I may learn is a different thing

I don't have a dog or a cat and yet my pet department outsells others and can give a knee to the groin to the near my pet store? Why because I learned just enough to make myself functional.

So what is more important to you, being efficient or knowing. You can easily learn clothing and styles. 'Queer eye for the straight guy' 'Project runway' and 'fashion hunters' spend time listening to the talking heads on E! discuss trends in fashion and style. Do research.

or apply that fabulous efficiency to another department.

 

[Flow Warrior]

Why do I feel like changes like this comes with a dress code change too

Is it wrong to want it to be bikini baristas?

 

[Flow Warrior]

That sounds great on paper, but it won't work in practice. Stores aren't just going to boot everyone who isn't able to keep up. They aren't doing that now, even with mountains of backstock and push still on the floor.

What's going to happen is a team will fall behind and members from another team are going to end up bailing them out, which defeats the entire point of the new system. But that's probably how it's going to work.

And thats why it will fail.

Honestly, most of e2e was fail. But there were some success. I am repeatedly told that the reason why we suddenly got twice as many hours has alot to do with the fact we didn 'fail' in e2e. We succeeded. Sure we still have to pick up slack somewhere. I had to sort my own repacks today and help set a pog for a TM thats almost a week behind on her POG because she's left to her own devices.

 

[Flow Warrior]

I'm a little concerned since my store is over TL headcount by one and I'm the "extra". My position doesn't exist in my store, so it should be interesting to see what happens to me. The closest store in my district is 70 miles away, so it's not really feasible for me to transfer if it came down to it.

Is it 70 miles away like in Washington state or 70 miles like in Texas where there are stores everywhere?

 

[Flow Warrior]

I am currently the replenishment team lead and I was asked to be the service and experience lead in our store. That was the last place I was expecting to land. But if we are moving to a service and sales model at Target and I want to promote then I'm jumping at the chance to help create what this new position will look like. Stores that have lagged behind getting on program are going to find this change very difficult. The ones that have embraced E2E from the beginning will find this much easier. As our GVP has said. Either you are on the bus or you are being left behind. Because the bus is moving whether you want it too or not.

This is a form of motion.

This is why alot of people don't want to get on the bus.

 

[Flow Warrior]

The one thing they have been very adamant about at my store is that nobody is losing their job. Highly impacted team members will have a choice as to where they would like to fit into this new system. As for ETLs and team leads, rejecting the new position they offer you doesn't seem to be a death sentence - it just means they'll try and fit you in elsewhere or you may have to change stores/districts. But pilot stores must be at headcount by a certain date, so in stores where the allocated number of Leaders/Leads is less than before, some people will be required to move stores.

What's interesting, though, is the bargaining power this brings. Are you a GSTL whose sick of the front end? When they offer you the new GSTL-like position, you can say no. Logistics ETL whose been dying to get off overnights? Here's your ticket to freedom. To an extent, of course. Ultimatums can and I'm sure will eventually be made.

I pity all of the ETL-HRs, STLs, DTLs, and HRBPs who have to figure out this puzzle. Especially since each person who rejects an offer changes the puzzle.

Another reason why this will eventually fail, because people hate paperwork and shuffling and stuff like this.

 

[Flow Warrior]

Our flow team was dismantled last week. But pog and pricing still exist.

We also had a visit today and they started talking about in and out areas. Is this part of the pilot?

No, thats just store modernization ie e2e. Welcome to Hell. Time to get on the bus. Don't worry its not actually on fire. It justs looks like it.

 

[Flow Warrior]

POG in my experience is the least guest interactive team in the store. That culture needs to change.

Ok. How?

 

[Flow Warrior]

I’ve just got caught up on the thread and wow the corporate drones and shills populating this thread with double speak and Brave New World flag waving is amazing.

I did not think it was possible to drink that much Kool-Aid and still be functional so I applaud your conviction to a doomed cause. Because end to end has failed and a name change will not make this turd shine any better.

Some people like the idea. However, this system doesn't work well now and this only serves to create more chaos.

 

[Flow Warrior]

I gotta admit that some of the job titles would look nice on a resume when you finally leave before the shitstorm

So does IT consultant for what are currently now regional corps (i am not name dropping) and 'director of hospitality' but I assume you the work didnt equal the fancy title. Nevertheless I enjoyed it.

 

[Flow Warrior]

I'm transcribing all of this because I don't want to compromise myself by posting pictures (call me paranoid)

shiny new job titles:

Leader:

Assets Protection Leader
Closing Leader
Food and Beverage Operations Leader
Food and Beverage Sales Leader
General Merchandise and Food Sales Leader
General Merchandise Sales Leader
Human Resources Leader
Inbound Operations Leader O/N
Service and Engagement Leader
Specialty Sales Leader

Lead

Assets Protection Lead
Beauty and Tech Lead
Beauty Lead
Closing Lead
Food and Beverage Closing Lead
Food and Beverage Lead
Food Service Lead
Fulfilment Operations Lead
General Merchandise Lead
Human Resources Lead
Inbound Operations Lead
Property Management Lead
Service and Engagement Lead
Sr. Human Resources Lead
Style Lead
Tech Lead

Team Member (Experts)

Assets Protection Expert
Back of Store Expert
Beauty Consultant
Engagement Advocate
Food and Beverage Expert
Food Service Expert
Front of Store Attendant
Fulfillment Expert
General Merchandise Expert
Human Resources Expert
Inbound Expert
Security Expert
Service Advocate
Service and Engagement Advocate
Style Consultant
Tech Consultant
Visual Merchandiser

role specific info:

Engagement Advocate (formerly Cashier): (ie job defender, performance pledge, soldier)

• You are the face of Target and interact with our guests each and every day.
• Provide an easy, seamless checkout experience.
• Actively engage guests in a way that makes them feel welcome and rewarded by our loyalty programs.
• Make sure every guest leaves happy.
• Champion self-checkout by inviting guests in, teaching guests and complete transactions for guests who do not want to self check.
• Comply with all cash handling and safety related procedures.

Front of Store Attendant (formerly Cart Attendant):

• Provide an easy, seamless shopping experience by keeping carts and baskets well stocked throughout the store and responding quickly to guest carry-outs and spills.
• Maintain clean, stocked check lanes, restrooms, Mini Assistance Centers, spill stations, carts and baskets.
• Clear the parking lot, sidewalks and doorways of carts, trash and snow (if applicable)

Because you are taking on a new role for the operating model pilot, you will be expected to have new knowledge and perform new skills and abilities, including:

• Guest interaction and engagement techniques
• Powered equipment certification, operation and safety (cart pusher)
• Ability to consistently lift 40 lbs or more

Service Advocate (formerly Guest Service Desk):

• You are the face of Target and interact with our guests each and every day.
• Provide an easy, seamless order pickup, exchanges, or return experience.
• Actively engage guests in a way that makes them feel welcome and rewarded by our loyalty programs.
• Make sure every guest leaves happy.
• Be passionate and provide exceptional service to every guest.
• Share your knowledge and excitement of front of store services and attend to every guest.

Because you are taking on a new role for the operating model pilot, you will be expected to have new knowledge and perform new skills and abilities, including:

• Guest engagement and loyalty-driving techniques
• Loyalty programs
• In-depth knowledge of front of store specialty services

Service and Engagement Advocate (formerly Guest Service Attendant):

• You are the face of Target and interact with our guests each and every day.
• Welcome guests to the front of the store, directing guests and acting as their host.
• Serve up an easy, no-wait experience at the check lane and all service areas.
• Ensure every guest leaves happy and train peers to do the same.
• Support the Service and Engagement Lead by managing front of store traffic and replenishing supplies, allowing the Service and Engagement Lead to focus on the guest experience and team development.
• Provide a seamless checkout, return, registry and/or OPU experience by eliminating friction points for guests and team members
• Perform cash office duties

Because you are taking on a new role for the operating model pilot, you will be expected to have new knowledge and perform new skills and abilities, including:

• Guest engagement and loyalty-driving techniques
• Loyalty programs
• In-depth knowledge of front of store specialty services

Service and Engagement Lead (formerly Guest Service Team Lead):

• Live and lead a guest-centric team that delivers a seamless and easy experience in all front of store service areas.
• Train and mentor new team members, providing direction to peers as necessary, and coaching your team in guest engagement and loyalty-building skills.
• Identify and share staffing and scheduling needs with leader and actively assess candidates to select the right talent.
• Motivate and recognize team members to strengthen engagement and cultivate teamwork.
• Service as a role model, hold team members accountable to expectations and work quickly to address consistent performance gaps

Because you are taking on a new role for the operating model pilot, you will be expected to have new knowledge and perform new skills and abilities, including:

• Passion for delivering a consistently great guest experience
• Guest engagement and loyalty-building techniques
• In-depth knowledge of all front of store services (checkout, returns, registry and OPU)
• Team member training and development
• Business-specific talent assessment and selection

THIS PILOT WILL BE LIVE AND ACTIVE ON APRIL 2 IN TEST STORES

Buzz words. SMH

http://ecentral.com.my/images/profilematrix3.jpg

engagement:

Definition of engagement
1a : an arrangement to meet or be present at a specified time and place

• a dinner engagement

: a job or period of employment especially as a performer
2: something that engages : pledge
3a : the act of engaging : the state of being engaged
b : emotional involvement or commitment

• seesaws between obsessive engagement and ambiguous detachment
• —Gary Taylor

c : betrothal
: the state of being in gear
: a hostile encounter between military forces

Definition of advocate
1: one who pleads the cause of another; specifically : one who pleads the cause of another before a tribunal or judicial court
2: one who defends or maintains a cause or proposal

• an advocate of liberal arts education

3: one who supports or promotes the interests of a cause or group

• a consumer advocate

• an advocate for women's health

• He has paid respectful attention to the home schooling movement by meeting with itsadvocates and endorsing their cause.
• —Elizabeth Drew

 

[Flow Warrior]

1. How am I supposed to provide an easy seamless exchange or return experience with Target.com’s nonsense that is their online orders

2. There’s no way every guest will leave happy, if someone brings something they’ve used for 5 months and wants to return it and their ID is maxed out we can’t do anything. What then, Target? It’s just not possible.

3. What exactly are loyalty programs and front of store specialty services lol

There is a way to have every guest leave happy, problem is I can't show you that video. Pornhub can though.

 

[Leo47]

There is a way to have every guest leave happy, problem is I can't show you that video. Pornhub can though.

Lmao bow chicka bow wow

 

[PlanoPuppy]

I would like to add that beyond the frustration and annoyance coming from this change, there has also been a lot of sadness.

Many tears have already been shed over this in my store because there is a lot of loss involved. People are losing positions, teams, bosses, or even stores. Especially for those stores where your team is like a family, this is a really emotionally taxing time. So please be kind to one another and be sensitive to the fact that this is going to be harder on some people than others.

 

[RhettB]

Ok. How?

My stores POG team... Only 2 of 7 are cashier trained. They rarely respond to lane backups, even if they are working right by the lanes. Don't help with a call box for the same aforementioned reason, and will walkie someone else to help a guest with something.

 

[Times Up]

My store is part of the pilot. All of the cashiers have HALF of the hours that they have the the prior 2 weeks. I know the higher hours are part of the Easter sales build up. However, it's still less than the weeks prior to the Easter sales push.

So I have serious concerns about how much engaging and advocating can happen with very little staff.

 

[Yetive]

Only 6 days on the schedule.

 

[Aredhel]

A couple of pages back someone made a remark about being the only person to touch processes in an assigned area. That was not the reality in my store where modernization has been in play for several months. “My” area was inundated with (its own) reshop every day and at certain times of the year it was considerable. Reshop was stuffed into every nook and cranny and I walked into a mess every morning. Leadership was made aware of it but they had bigger fires to put out and I get that. As long as you have multiple shifts somebody else will be in the mix and probably lots of somebodies with questionable training, ethic, and time. I noticed that I was the only person sorting the 20+ repacks daily along with truck freight, back stocking, outs and pulls. Presorted pallets?I didn’t think I’d live to see the day ...
Didn’t even want to contemplate Pog. Or being called to back up cashier. (“You want I should sing too? Oy.”)

 

[qmosqueen]

A couple of pages back someone made a remark about being the only person to touch processes in an assigned area. That was not the reality in my store where modernization has been in play for several months. “My” area was inundated with (its own) reshop every day and at certain times of the year it was considerable. Reshop was stuffed into every nook and cranny and I walked into a mess every morning. Leadership was made aware of it but they had bigger fires to put out and I get that. As long as you have multiple shifts somebody else will be in the mix and probably lots of somebodies with questionable training, ethic, and time. I noticed that I was the only person sorting the 20+ repacks daily along with truck freight, back stocking, outs and pulls. Presorted pallets?I didn’t think I’d live to see the day ...
Didn’t even want to contemplate Pog. Or being called to back up cashier. (“You want I should sing too? Oy.”)

sounds like sabotage , someone must not like you, lol.

 

[Kartman]

Only 6 days on the schedule.

Our schedule always lists 7 days.

wurdz are the importance!

 

[Anelmi]

But because of Easter, there are only 6 days that can actually be scheduled.

 

[Thunderbird1956]

@Sloth We're pulling together a list of wave certified people, because yes. Though people don't need the stacker as often.