Multi-location management:
What is the "Last one-mile" issue?

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ABILI Clip
Multi-location management: What is the "Last one-mile" issue?

ABILI refers to the communication of information between the staff working on the store floor and the store manager,
the point of contact with the customer, and the operations and services provided as a result of that communication as the
"Last one-mile"

This "Last one-mile" determines the quality of service and the value provided,
but according to a survey of companies in the service industry done by ClipLine, many companies in the multi-store service industry face challenges in terms of

information sharing from headquarters, quality of OJT, and communication

ABILI was created to help solve these issues.

(*) - Survey method: Web-based survey - Survey period: February 7, 2023 - February 16, 2023
- Survey targets: Those who have worked in a service industry chain store within the past year - Number of respondents analyzed (number of collected votes): 1,260

Q. On a daily basis,
what information is shared with you from headquarters?

(1) About half of the part-time staff members answered "nothing in particular/not sure" about information shared from headquarters. The results show that there is
　regular difficulty in receiving updates or information for daily operations.
(2) In this context, the information received by the part-time staff is,
sales information such as new products and campaigns, followed by customer feedback.
(iii) Full-time employees' responses tended to be closer to part-time workers than to store managers/assistant store managers,
Among employees,information is concentrated in middle management

<Questions for part-time staff>
Q. What information is shared with you from headquarters that you find motivating, and what would you like to see shared more?

(1) Information that leads to job satisfaction like"compliments from our customers".This is popular for both motivating information and information that they wanted to see shared more.
(2)"Good examples from other stores"also ranked first in the information they would like to see shared, with about half of the respondents saying it would lead to job satisfaction.
(iii) Even for part-time staff,store operating goals, business development information, and management messages,etc., were thought to leads to job satisfaction.

<By position> Information you would like shared more

Overall, higher level employees such as store managers/assistant store managers felt that they would like more information to be shared with them, compared to general employees and part-time staff. Among them information on"good practices at other stores"accounted for more than 70%.

<By position>
Q. How does headquarters communicate
and share information with you?

The data of responses from general employees compared to store managers/assistant store managers, was lower for all means of business communication from headquarters. There is a gap of 2x for every method. This makes it seem like
miscommunication and "playing telephone"is a prevalent issue.

Q. What was not good about your on-the-job training when you were new?

Part-time staff themselves felt variation in both "teaching content" and "teaching methods.
The same is true for managers/assistant managers who observe OJT from the sidelines. We received comments like, "There's a lot of inconsistency for teaching methods."

<By position>
Q. Do you find that there are variations in the way people do their work?
Does this variation sometimes hinder your work?

(1) About 70% of respondents feel that there are differences in the way they do their jobs, and more than 60% of them feel that this interferes with their work.

(2) Store managers and assistant managers in particular feel this tendency more strongly.

ABILI Clip solves these issues through
a video-based management system

To solve structural issues in multi-store, multi-location businesses and to achieve on-site and organizational reforms,
we provide a wide range of applications and purposes.
Please contact us if your issues fall under any of the following keywords.

Quality of OJT Training

Reduction of the load for middle management

Pervasion of corporate philosophy

Sharing of good store practices

Penetration of new operations

Thorough implementation of focused measures

Building the foundation for self-directed learning

Remote training

Raising the level of initial training

Standardization of operations

Creating manual videos

Improving productivity on-site