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

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SALT LAKE CITY — The Governor’s Office of Management and Budget has released the highlights of the Department of Alcohol Beverage Control 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. This 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, the 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 underage 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

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20 Comments

  • beentheredonethat August 27, 2015 at 8:55 pm

    Just more evidence the Mormon stronghold is buckling. Any insight from the latter day “prophets”? Check them stones!

    • AnotherReader August 27, 2015 at 9:10 pm

      My, my how proud you should be that the local liquor store is working to improve customer service. Quite the accomplishment. It certainly will improve our local community.

      • 42214 August 27, 2015 at 11:23 pm

        Maybe the LDS church should work on customer service. I forgot, you just promoted 3 stepford wives to leadership positions to support the 12 ninety year olds running the show.

        • sagemoon August 28, 2015 at 8:47 am

          They needed three women to make sandwiches and buy root beer for their meetings.

      • 42214 August 28, 2015 at 3:51 pm

        If the state made efforts to improve cusromer service at DMV you wouldn’t complain but since it’s a ABC store you get snarky and self-rightgeous. Well, they’re both state agencies run by tax payer dollars for the benefit of tax paying citizens so go back to your quilting room and have a snort.

        • 42214 August 29, 2015 at 3:49 pm

          Anotherreader, any witty retort? Your keyboard break?

    • NotSoFast August 27, 2015 at 10:09 pm

      Hey , that was a below the belt shot. Oh, it’s you BEENTHEREDONETHAT.
      Sorry, I didn’t notice your usual protest sign.

  • abby August 27, 2015 at 11:06 pm

    Is it me, or does beenthere’s tone sound very familiar under some other names? Hmmmmm.

    • abby August 27, 2015 at 11:10 pm

      God bless you, anyway.

    • CaliGirl August 28, 2015 at 7:28 am

      Yes Abby, the vernacular is somewhat suspicious. But then again, the muddled gene pool of the area could be the cause. We should play “Who’s your daddy!” See if we could connect the dots. Surprisingly, poinDexter (our local boringly studious and socially inept person) hasn’t chimed in yet. YAAAWWWWNNN!

    • Dexter August 28, 2015 at 8:39 am

      Yawwwwwwwwwwn

  • ladybugavenger August 28, 2015 at 12:22 am

    Some people shouldn’t drink! The stereotype that native Americans shouldn’t drink, its true! But there are white people and black people, and brown people, and other colored people that shouldn’t drink either. Everybody knows a person that just shouldn’t drink. Good customer service is important tho.

  • Dexter August 28, 2015 at 4:34 pm

    Is this you.? or is this me.? me who.? me you who.? who you.? uh me.! uh me who.? uh who who.? uh you.? you who.? uh me.? oh me.? yeah you.! oh you.? uh you who.? uh me.! oh you me.? who you me.?

    • Real Life August 28, 2015 at 7:12 pm

      Get off the dope son, it’s making you stupid.

  • fun bag August 28, 2015 at 4:51 pm

    YES ABBY! YOUR PARANOIA IS TRUE. THERE IS ONLY YOU– AND ONE OTHER PERSON ON THE SITE WITH A BUNCH OF DIF NAMES! NOW PLEASE TAKE YOUR MEDS…

  • fun bag August 28, 2015 at 4:52 pm

    ABBY CAN’T ACCEPT THE FACT THAT THE WHOLE ENTIRE WORLD DOESN’T LOVE MORMONISM! :d

  • fun bag August 28, 2015 at 4:53 pm

    😀

  • Dexter August 28, 2015 at 7:54 pm

    ALL 17 COMMENTS WERE MADE BY ABBEY.!!!!

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