2017 REGIONAL MEETINGS WELCOME!! DEPOT SATISFACTION SURVEY 2016 - - PowerPoint PPT Presentation

2017 REGIONAL MEETINGS

WELCOME!!

DEPOT SATISFACTION SURVEY

2016

BACKGROUND & METHODOLOGY

 Conducted in October 2016  Highest completion rate to date (77%)  Measures performances of:

 Collection System Agent (ABCRC)  Collection Service Provider (BDL)  System Regulator (BCMB)

SURVEY TERMINOLOGY



The 2016 Depot Satisfaction Survey utilized a rating system of one (1) to seven (7), where:

 A rating of 6 or 7 = highly satisfied “HIGH”  A rating of 4 or 5 = moderately satisfied “MODERATE”  A rating of 1, 2 or 3 = not satisfied “LOW”

SUMMARY OF RESULTS: ABCRC

0% 10% 20% 30% 40% 50% 60% HIGH MODERATE LOW

Overall Satisfaction with ABCRC

2014 2015 2016

increase in overall satisfaction with ABCRC Operations

ABCRC



Supplies



quality and quantity of both pallets and mega bags saw increase in satisfaction (upwards of 20%)



Communication



Ability to reach staff and response times “HIGH” has stayed consistant over time, but depot’s scoring “LOW” have decreased



Designated Carrier



Increased “HIGH” satisfaction (65% of depots) & decreased “LOW” satisfaction (from 9% down to under 2%) reported



Depot T eams and Community Champions Programs



New Category



33% of Depots responded that they were “unaware of Depot T eams”



15% of Depots responded that they had used Depot T eams in 2016



Of the Depots who used Depot T eams in 2016, 90% were “MODERATE” or “HIGH” in satisfaction

SUMMARY OF RESULTS: BDL

48% 44% 65% 54% 67% 71% 65% 41% 46% 34% 41% 33% 29% 33% 11% 10% 1% 5% 0% 0% 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Ability to Reach Staff Timeliness of Response Timeliness of Payments Communication of Payments Quantity of Pallets Quality of Pallets Quanity of Other Supplies

SATISFACTION BY SERVICE REQUIREMENT IN 2016

HIGH MODERATE LOW This is the second year that Depots were polled on BDL performance allowing for the first set of comparison data

BDL

 Communication



Saw decrease in satisfaction from 2015; only 50% of depots scored “HIGH” or “MODERATE” satisfaction in ability to reach staff and timeliness of response  Supplies



Depot network showed remarkable satisfaction with BDL supplies



Not one respondent scored BDL supplies “LOW” in satisfaction

SUMMARY OF RESULTS: BCMB

65% 66% 61% 44% 40% 52% 33% 33% 38% 47% 54% 45% 2% 1% 1% 9% 6% 3%

ABILITY TO REACH STAFF TIMELINESS OF RESPONSE SATISFACTION WITH RESPONSE MYSTERY SHOPPER AUDIT PAP PROCESS PERMIT RENEWAL PROCESS

SATISFACTION BY SERVICE REQUIREMENT IN 2016

HIGH MODERATE LOW

BCMB

 Communication



Increase in Depots who are satisfied with communication with the BCMB.



64% of the network are highly satisfied with their ability to contact the BCMB and less than 2% scoring ‘LOW’ in this area. 

Refund Compliance



Decrease in 2016 with those Depots highly satisfied with the timeliness and receipt of Mystery Shopper audits. 

PAP Process



Year over Year reduction since 2014 with the number of Depots scoring the BCMB ‘LOW’ in this category.

ACTION PLANS



First time Depot Network was surveyed on the success of the ‘Action Plans’ that were presented at the 2016 Regional Meetings in Feb/March.



These plans identified the response that each organization would take to improve on areas highlighted in the 2015 survey.



The number of respondents who responded ‘NOT SURE” largely correlates with the number of Depots who didn’t attend the Regional Meetings and therefore may have been unaware of content.



The results showed a similar spread for each of the three industry partners with the number of Depots who were highly or moderately satisfied being somewhat similar.

2017 ACTION PLANS

 Next

BCMB ACTION PLAN

REFUND COMPLIANCE (MYSTERY SHOPPER)

 We value accessible, quality, convenient and safe service from depots  We value financial transparency  BCMB’s goal is to audit ½ depot network per year (plus target audits)  Industry Standard = +/- $0.50 (87%)  Industry Standard of excellence = +/- $0.25 (78%)  Perfect = +/- $0.00 (51%)

COMMUNICATION



Increase in satisfaction in 2016



Will continue with this plan in 2017 and improve on them



Develop Standard Operating Procedure for proper timelines



Advise receptionist to log all messages



Enforce 24 hour response time during working day (Mon-Fri)



Daniel White and Brent Campbell to respond to phone calls/ emails during weekends

CONTACT INFO

Regular Business Hours Contact

• BCMB general line: 780-424-3193 Ext. 221
• When contacting the BCMB office please speak with the receptionist and ask for a specific department.

You will be directed accordingly. Outside of Business Hours:

• Daniel White: 587-983-0573
• Brent Campbell: 403-200-2329

ABCRC ACTION PLAN

ACCURACY & TIMELINESS OF SUPPLY ORDERS

Action Plan



Establish Singular Point of Coordination for Supply Orders



Improved Business Intelligence from Depots



Dedicated Shipments for Supplies

DEPOT TEAM AWARENESS

Action Plan



Regional Meeting “Newsletter”



ABCRC Web-Portal



Contact: Sheri Lunde (slunde@abcrc.com)

CONTACT INFORMATION

Supply Orders Access through Depot Portal at www.abcrc.com: depots@abcrc.com Southern Alberta Operations Manager: Don Stewart 403-264-0170 x 232 Northern Alberta Operations Manager: Vince Moroz 780-435-1395 x 225

BREWERS DISTRIBUTORS LTD

2017 ACTION PLAN

CONTACTS AND RESPONSE TIMES



BDL Northern Alberta - 8:30am to 5:00pm



Edmonton Warehouse (780) 732-6537



BDL Southern Alberta - 6:30am to 10:30pm



Calgary Warehouse (403) 531-1085 / (403) 531-1063



Calgary Dispatch (403) 531-1060



Order Desk - 7:00am to 3:00pm



(800) 661-2337

PAYMENTS RECEIVED AND ADJUSTMENTS



BDL Accounts Payable - 7:00am to 3:00pm



BDLAP@thebeerstore.ca

GENERAL & STEWARDSHIP INQUIRIES



General Inquiries



(800) 661-2337



BDL@BDL.ca



Stewardship Inquiries



Advisor Empty Containers



Jace.Hunter@BDL.ca



(604) 340-1508



Stewardship@BDL.ca

QUALITY CONCERN

 Jace Hunter – Advisor Empty Containers

 (604) 340-1508  Jace.Hunter@BDL.ca

 ZenDesk QM Ticket

HANDLING COMMISSIONS

Aerosol 0‐1 litre – per container

25.0000 eliminated n/a n/a

Aluminum 0‐1 litre – per container

3.1710 3.1780 0.2% 3.2420

Bag in Box Over 1 Litre – per container

22.7860 23.3810 2.6% 23.8490

Bi Metal 0 ‐ 1 Litre – per container

7.0850 7.4100 4.6% 7.5580

Bi Metal Over 1 Litre – per container

13.0480 13.0830 0.3% 13.3450

Crystal Decanter 700 ml – per container ($)

1.0000 * n/a n/a

Drink Pouch 0 ‐ 1 Litre – per container

4.0260 4.8350 20.1% 4.9320

Gable Top 0 ‐1 Litre – per container

6.0680 6.2540 3.1% 6.3790

Gable Top Over 1 Litre – per container

10.4340 10.8170 3.7% 11.0330

Glass 0 ‐ 1 Litre – per container

7.5760 7.8050 3.0% 7.9610

Glass Over 1 Litre – per container

12.2810 12.6260 2.8% 12.8790

Moosehead Breweries Refillable – per container

10.4200 * n/a n/a

HDPE Plastics Natural Over 1 Litre – per container

12.0110 12.5210 4.2% 12.7710

Industry Standard Bottles – per container

4.6450 4.7330 1.9% 4.8280

Liquor and Wine Ceramics – per container

25.0000 50.5050 102.0% 51.5150

Other Plastics 0‐1 Litre – per container

5.5300 5.6420 2.0% 5.7550

Other Plastics over 1 Litre – per container

11.4910 11.5820 0.8% 11.8140

Patron en Lalique 1750 ml – per container ($)

1.0000 * n/a n/a

PET 0 ‐ 1 Litre (Clear & Light Blue Tint) – per container

4.6540 4.7250 1.5% 4.8200

PET Over 1 Litre (Clear & Light Blue Tint) – per container

9.9900 10.3500 3.6% 10.5570

Plastic one‐way Keg Over 1 Litre – per container

65.0000 65.0000 0.0% 66.3000

Sleemans Refillable – per container

6.8400 6.9590 1.7% 7.0980

Steam Whistle Refillable ‐ per container

11.8900 9.1360 ‐23.2% 9.3190

Tetra Brik 0 ‐ 1 Litre – per container

5.0810 5.2200 2.7% 5.3240

Tetra Brik Over 1 Litre – per container

14.6230 15.0580 3.0% 15.3590

QUALITY MONITORING

Quality Monitoring is an online issue management and resolution tool

WHY USE QM?

 It is a fast way to communicate  Efficient way to resolve issues  Tickets, responses and timelines are monitored  Creates a record  Shows patterns and trends – helps us to fix one offs and issues systemically

“From my perspective the QM System is an effective tool. Issues are addressed in a timely fashion and they are tracked and followed by everybody”

Kulwant Dhillon, Owner, Moneyback Container Shack, Calgary

SITE: https://bcmb.zendesk.com

LOGIN & PASSWORD: Your industry email and password For example: depotname@mail.albertadepot.ca Don’t know how to access your industry gmail? CONTACT: Alyson Klatt Nathan Lyall

Program Coordinator Program Coordinator

aklatt@bcmb.ab.ca nlyall@bcmb.ab.ca

780-424-3193 ext. 226 780-424-3193 ext. 229

QM THROUGH YOUR INDUSTRY EMAIL

SUBMIT TICKETS ON MANY TYPES OF ISSUES

Supplies Transportation Payment Quality Control Refund Compliance Container Registration UCA Inspections Communication

“The QM system is a good tool. It runs smoothly and does the job it is suppose to do.”

Grace Torpe, Owner, Universal Bottle Depot

“Much more convenient than picking up the phone - telephone tag issues have been eliminated.”

Kevin Krawchuk, Operator, Spyhill, Walden and TsuuT’ina

“People are actively

• responding. All

stakeholders are paying attention. I like the idea of keeping track of issues.”

Rod Cunanan, Blue Heron, Athabasca

523 219 20 39 29 3 25 2 100 200 300 400 500 600

QM Ticket Subjects

Jan-17

 In January

2017 860 tickets were issued through the QM system

HELP US IMPROVE QM

 Clear timelines for responses and resolutions  Clear connections to Service Agreement  More drop down lists and options for responses  ?

“The Quality Monitoring Tool has been very useful for us. When an issue gets submitted through QM, it prompts us to respond more quickly, which in-turn provides a higher level of service to our depot partners.”

Colin Carter, VP Operations, ABCRC

QUESTIONS/THOUGHTS? Email Me Blaire Charlton, Director, Programs bcharlton@bcmb.ab.ca

2017 DEPOT RECOGNITION

BCMB

2017 AWARDS



BCMB selects the Program Excellence Awards



The following performance measures are used to determine the Performance Excellence award nominations:



Uniform Code of Accounts (UCA) submissions



Refund Compliance performance



Quality Control Progressive Action Policy (PAP) performance



Other achievements that further support award nominations include – community involvement, industry engagement, suspicious container reporting, communication, depot health and safety, etc.

2017 AWARDS



We know there are many great depots out there and we want to make sure you are recognized.



10 Program Excellence Awards were presented in 2016 at the Industry Conference along with many honorable mentions.



If you feel your depot meets or exceeds the Program Excellence Award criteria and would like to highlight some supporting achievements…let us know.



Send BCMB a letter or email (info@bcmb.ab.ca) summarizing your perspective. Award nomination review is begins in June, so don’t miss your opportunity.

RETURN RATE



We have now reached an 86% return rate in Alberta!



Thank you for your continued hard work! Let’s keep it up in 2017!

2017 DEPOT RECOGNITION

ABDA

APPLAUD A DEPOT

2014 - 2016

APPLAUD A DEPOT – NEXT STEPS



Program will continue in 2017



Next draw date is March 15



Will continue to split draws into rural, urban, and metro Depot customers



Draws are made only from submissions from last draw date to current draw date



Every Applaud a Depot presentation is featured afterwards on www.albertadepot.ca

APPLAUD A DEPOT – FIND A DEPOT INTEGRATION



Your Depot’s Applauds appear on FindaDepot.ca



Applauds are reviewed before being added to site



Applaud a Depot customer cards are still available from ABDA – see one of us after the meeting

ANNUAL AWARDS

2016

2017 ANNUAL AWARDS



Some changes to 2017 criteria



Nominations will be accepted from the public, as well as Depots who self-nominate



Nominations will open by April; ABDA will notify Depots when nomination form is available



Focus on raising the bar

TREVOR NICKEL SERVICE EXCELLENCE AWARD

GET IN TOUCH!

 info@albertadepot.ca

REVISED INSPECTION FORM 2017

SUMMARY OF CHANGES FOR NEW INSPECTION FORM

WHAT IS CHANGING?



Removal of Mystery Shopper (MS) Performance Section



Removal of Quality Control Progressive Action Policy (QC PAP) Section



Removal of subjective scoring systems (1-10 scoring replaced with YES/NO questions)

AV1

WHAT DOES IT MEAN?



Removal of “Double Dipping”



QC PAP and MS results already have separate Industry Standards; Why score your Depot twice on it? 

Overall Score can show Industry Standards vs Industry Excellence



Minimum By-law Mandatory Criteria vs Customer Service Extra Efforts celebrates ‘Top Performing’ Depots and sets clear benchmark for ‘Bottom Performing’ Depots 

YES/NO Questions take subjectivity out of scoring system



Is Depot exterior clean? YES/NO (why?) vs Rate out of 10 how clean Depot exterior is

WHY DOES IT MATTER?



Allows focus to be directed towards what is actually observed and EXPERIENCED by customer



Allows for FAIR Industry Standard to be developed



Creates CONSISTENCY among Inspection expectations



Provides Depot with STRAIGHT

• FORWARD solutions to identified performance issues



Promotes NON-DISCRIMINATORY evaluations regardless of location (Rural, Urban, Metro)

WHAT DO YOU THINK?

Questions?

SHIPPING CONTAINER & SUPPLY STRATEGY

2017 REGIONAL MEETING

SHIPPING CONTAINERS INVENTORIES

INVENTORY REPORTING

 Spring Inventory

 Mar 15th, 2017- Request sent from ABCRC for Mar 31st Inventory  Apr 26th, 2017- ABCRC to present System Inventory to ILC

 Fall Inventory

 Sep 15th, 2017 - Request sent from ABCRC for Sep 30th Inventory  Oct 24th, 2017- ABCRC to present System Inventory to ILC

RECONCILIATION OF INVENTORIES

 Variances in inventories will result in the Depot being provided

with:

i.

a copy of ABCRC’s reconciliation;

ii.

a copy of the record of loads shipped/received; and,

iii.

a request for an explanation of the discrepancy.

SERIALIZATION OF BAGS

TRANSITION STRATEGY FOR BAG TAGS

 Spring 2017

 Top-up of supplies sent to each depot – if required  Notice to be sent to depots who we believe have a sufficient inventory  Notices or Shipments should be received by Depots by Mar 15

SHIPPING SUPPLIES – NEW TAGS

TRANSITION STRATEGY FOR BAG TAGS

 Summer/Fall 2017

 New Tags to be shipped to Depots by August 31st  Depots will be asked to use:

 old tags until September 30th  new tags only as of October 1st

 Return all unused old tags to ABCRC for recycling after September 30th

QUESTIONS