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Salam City StoreCanvassing Campaign Update

.

Jean-Yves RiotOperations Department

April 2010

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1 Canvassing Campaign Overall Summary

2 Main Issues

3 Action Plan

4

5

March Summary and Analysis

Data Entry Status and Progress

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1) Canvassing Campaign Overall Summary

  HoReCas Traders SCOs Total

 Target Actual % Target Actual % Target Actual % Target Actual %

End of February

3040 2177 72% 5329 5030 94% 29530 14125 48% 37899 21332 56%

End of March 3902 3188 82% 7141 8181 115% 48918 26617 54% 59961 37986 63%

End of June 4496     8010     90494     103000    

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Main Issues• Some misunderstanding with Nielsen Data

- e.g. NF Traders, Pharmacies, …

• Empirical target for number of SCOs- 4% of the population

Lots of customers without any official documents

• Huge difficulty to meet SCOs :- Lack of visible premises

- Entering buildings

- Working hours

• Huge turnover of canvassers- Consistently below 60 and even down to 45

• Lack of experience :- of canvassers

- of customer managers to manage the organization and the canvassers performance

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Actions Deadline Update Responsible        Increase number of canvassers to 90 and maintain it. March 28 80 Ahmed Abdelsattar

 60 canvassers dedicated to SCOs registration March 21  Done   Ahmed Abdelsattar 65 canvassers dedicated to SCOs registration April 4 Done Khaled Hussein        Dedicated teams of canvassers for registering SCOs in buildings March 18 Done Ahmed Abdelsattar Dedicated teams of canvassers for registering SCOs in the streets

      Morning and Evening shifts March 18 Done Ahmed Abdelsattar

Integration of store 2 FOM to support the global organization March 7 Done Ahmed Abdelsattar

Integration of Store 2 Customer managers to support canvassers management

March 11 Done Ahmed Abdelsattar

Performance management of the canvassers with separate Performance report for the main 2 teams

March 18 Done Ahmed Taha

 Business wear for SCOs canvassers entering building March 18  Done Ahmed Abdelsattar

FURTHER ACTIONS: 

Crossing further sources to get more accurate SCOs contact details April 15 On going Ahmed Abdelsattar        Support from all DMs and FMs teams as soon as they come back from March

21Done JYR

===> to focus on HoReCa and Traders registration       thus all canvassers to focus on SCOs registration             

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Action Plan impact on March results :

-

Month

HoReCa Trader SCO's Total

Target Actual % Target Actual % Target Actual % Target Actual %

February 834 604 72% 1633 1582 97% 17473 4463 26% 19940 6649 33%

From 1- 9 March 369 1006 2,558 3,933

From 10 - 20 March 177 562 3,780 4,519

From 21 - 31 March 465 1583 6,154 8,202

March Total 862 1011 117% 1,812 3151 174% 19,388 12492 64% 22,062 16654 75%

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Campaign Run Rate Analysis (Average)

        Achievement  No. of working days

No. of Canvasser

Daily average per CVR

Customers Registered in FEB 8,087 21 54 7

Customers Registered from 1 - 20 March 8,452 8,5 62 8

Customers Registered from 21 - 31 March 8,202 10 77 11

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SCO’s Run Rate analysis (Average)

        Achievement  No. of working days

No. of Canvasser

Daily average per CVR

Customers Registered from 10 - 21 March 2,788 10 50 6

Customers Registered from 22 - 27 March 2,857 5 59 10

Customers Registered from 28 - 31 March 2,760 4 59 12

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Target  Actual Remaining Remaining Working days

90,494 26,617 63,877 73

SCO’s Plan

Canvassers Target:

14 application/day

x 65 CVRs

x 73 business days

= 66430 Registered Customers

- Back up : should we don’t achieve 14 applications per day we can dedicate further canvassers to SCOs registration.

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2)- Data Entry Progress

Morning Shift Night Shift

Active Data Entry Employees 9 8

Average Data Entering/day 800 720

Entered till 31st of March

Registered Customer Remaining

Data Entry Progress 16,500 37,986 21,486

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• Increasing the night shift employees

• Adding further check on data entry by the Quality Team

• Part of DM’s Team involved in this process

• Increasing final check by Call Center to 100% entered customers instead of 25%

Action Plan :

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CM & Street canvassers Quality TeamFOM Call

CenterData Entry TeamFOM

Process of Customer Data Quality Control and Entry

• CM’s conduct - “ Quick check” - detailed check - 2nd quick check - Check on -Detailed check - Final check

first line data control on on registration on registration data on data entry on all

in the field with registration forms form forms completion entered

canvassers including and customers

- 20% through corrections formatting

customer and error

visits report

- 80% through

phone calls

Quality Team

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Data Entry Team Plan:

21,486 application outstanding

/

17 Employee

= 1,264 applications

/

90 application/days

= 14 working days

- Expected to enter all backlog registered customers on the 15th of April 2010

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Thank You