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Society Steering Wheel

 

On this page you can find out about:

  • What is the Society Steering Wheel
  • How is the Society Steering Wheel reported on?
  • Our 2019/20 results
  • Our targets for 2020/21
  • Full definitions for each area of the Society Steering Wheel
  • Examples of how you can make a difference

What is the Society Steering Wheel?

As a co-operative, we believe there is more to being a successful business than just profits. So, as well as measuring our financial performance we use our Society Steering Wheel to measure our performance in the key areas of co-operation, people, customers and delivery. 

How & When Is the Society Steering Wheel Reported On?

Each section of the wheel has a number of objectives which we monitor on a monthly basis.  The sections are coloured red, amber or green to indicate whether they are below target (red), nearly on target (amber), or on or above target (green). All our sites have their own Steering Wheel targets. This ensures we are addressing our co-operative aims as a business on a continuous basis, right down to site level.  Progression against these Steering Wheel targets is reported to our colleagues every period and is also reported to our members on a half-yearly basis through our Member Half Yearly Meetings and AGM. 

2019/20 Results

Over the last financial year, thanks to our colleagues’ support, we were able to achieve a range of positive impacts through our Steering Wheel, including replacing single-use plastic bags with compostable bags across our Food Stores (saving 8 million plastic bags per year), and our colleagues providing 30,000 community volunteering hours, much of which was focused on supporting vulnerable members of the community through home deliveries.

Looking Forward to 2020/21

We are now pleased to announce the launch of the Society’s 2021/22 Steering Wheel. 

This year we have some new exciting targets alongside the established ones, ensuring that we are continuously evolving our Steering Wheel to drive behaviours.  Keep an eye on our Colleagues Connect stories every month in which we will host each period’s Steering Wheel progress report throughout 2021/2022.

 Segment

Component

Current Measure

Current Definition

 

 

 

 

Co-operation

 

1.Trade with Members

% Trade with Members

The number of financial transactions made by our Members across our trading Groups as a percentage by period, excluding non-merchandise and any purchases under £2 in Food Retail.   

2.Supporting Our Communities

Hours volunteered in community by colleagues

The numbers of hours volunteered by colleagues within our local Communities.

3.Promoting 

Co-operation

No of Members involved in Coop Activity

The number of members engaged in external Co-operative activities, including events, campaigns and online interaction.      

4.Trading Responsibly

% Reduction in controllable food waste across our food stores to as close as zero as possible

The reduction in the number of food items that are going to waste that could have been sold through our food Stores, compared to the previous year by period.   

 

 

 

 

 

 

 

 

 

People

5.Being an Employer of Choice

% colleagues employed over 3 years

The proportion of our colleagues who have at least 3 years’ service

 

6.Providing Opportunities for all

% colleagues who positively score the pulse survey question ‘I have the opportunity to develop at Midcounties’

Information gained from the regular colleague pulse surveys to identify the % of colleagues who positively score the pulse survey question ‘I have the opportunity to develop at Midcounties’.  The score at the P6, and the P12 pulse survey will be used for this measure. 

 

7.Communicating Effectively

% colleagues who positively score the pulse survey question ‘I am satisfied with the way the Society communicates with me’

Information gained from the regular colleague pulse surveys to identify the % of colleagues who positively score the pulse survey question ‘I am satisfied with the way the Society communicates with me’. The score at the P6, and the P12 pulse survey will be used for this measure. 

8.Performing at our Best

% colleagues who positively score the pulse survey question ‘I have regular check-ins with my manager’

Information gained from the regular colleague pulse surveys to identify the % of colleagues who positively score the pulse survey question ‘I have regular check-ins with my manager’. The score at the P6, and the P12 pulse survey will be used for this measure. 

 

 

 

 

 

 

 

Customers

9.Creating Loyal Customers

C-sat score

C-sat score derived from customer feedback, using methods such as online surveys

10. Increasing Compliments

No. of Customer Compliments

Communication received from customers complementing our services or products we have provided.

- Calculated by the number of compliments recorded by each group and submitted centrally.

- These are collected by different methods in each group. (E.g. letters, emails, phone calls, social media, cards and gifts).

 

11. Reducing Complaints

No. of Customer Complaints

Communication received from Customers that are not happy about the service or products we have provided

- Calculated by the number of complaints recorded by each group and submitted centrally.

- These are collected by different methods in each group. (E.g. letters, emails, phone calls, social media, cards and gifts).

12. Handling Complaints Better

% of complaints handled well when surveyed

Measurement on how well we handled customer complaints, with data gathered via surveys.

 

 

 

 

 

 

 

 

 

Delivery

 

13.Promoting innovation

No. of ideas implemented having a positive impact on another SW measure

Number of Colleague generated ideas that have been accepted through the innovation process.

14.Working safely

No. of injury/accidents reported as a MAT

 

Any accident/incident that is caused by our working practices.

15.Saving energy

% reduction in Greenhouse Gas (GHG) emissions across our operations

The reduction in the amount of direct Greenhouse Gas (GHG) emissions across our operations, compared to 2019 on a like for like basis. 

 

These direct GHG emissions include electricity and gas usage across all of our trading sites and support offices, refrigerant gas emissions, colleague business miles travelled in cars, and direct vehicle delivery miles emissions (i.e. Store to door deliveries, Funeral Fleet etc..).

 

In line with industry standard emissions reporting, as we procure green electricity across our Trading sites, and we use the relevant GHG conversion factor for green electricity.

 

16.Reducing waste

 

% waste reduction across our operations

The reduction in the total amount of waste (tonnes) that we dispose of across all of our trading sites and support offices as a percentage compared to 2019 on a like for like basis.    

 

 

 

 

 

 

 

 

Finance

17.Growing sales

Achieve sales v budget

 

The actual sales value of goods or services provided to Customers shown against the budgeted sales target.

 

 

18.Improving profits

Contribution £K

The actual % profit that the Society makes on selling goods or services after deducting the cost of those goods or services, shown against the budgeted % target.

 

19.Using our assets better

Achieve budgeted return on Capital Employed

ROCE is the ratio the Society uses to measure the efficiency and profitability of our capital investments. The actual ROCE achieved is shown against the budgeted target.

- ROCE is calculated by dividing the most recent 12 months contribution by the net assets of the business (with some financial exclusions) to show how well the assets of the Society are being invested to make a return.

 

20.Improving attendance

% absence hours against scheduled hours

The percentage of hours absence over scheduled hours measured on a monthly basis.

 

Coleford Food Store Manager, Kieran Allen has given us some top tips and ideas to make a difference to the Society Steering Wheel:

 

Increasing member trade

Promote member trade by engaging new members, ensuring existing members are using their card when making transactions, and advocating the benefit of membership

 

Community volunteering

Working with his Store colleagues to provide community volunteering, whether it be home delivery support during covid, or fundraising for our charity partners and connecting with community partners to provide support to good causes and help raise awareness of our business in the community   

 

Communicating effectively

Ensuring that his colleagues are receiving the right communications to enable them to perform at their best, and are given the opportunity to provide feedback accordingly.

 

Performing at our best

Carrying regular check-inns with his colleagues to ensure that they are given the support to do their job effectively, promote positive mental health, and develop themselves.

 

Saving energy

Simple actions like switching off lights in rooms not in use, only boiling as much water as is needed when boiling the kettle, and ensuring the Store carries out energy-saving site shut down procedures at close of play every day.  All of this activity helps our Society reduce our overall Greenhouse Gas emissions and impact on the environment. 

 

Reducing waste

Working with colleagues to always identify ways to reduce the amount of waste we are putting in our bins, including reducing food waste and reducing the amount of paper being printed (example attached of how sites can do this – note on the attached the changes that are needed to the doc), and any waste they produce is being recycled accordingly.