Improving staff effectiveness: Labour scheduling in the smaller retail outlet

Thorntons the confectioners have recently up‐graded their shops (over 180 in the UK) to introduce the “gifting” concept, with both self‐selection of packaged items and a survery for loose chocolates and toffee. Drew Management & Associates were asked to set up a labour scheduling system for these shops, to provide adequate customer service within acceptable payroll levels. This article describes how, as a result of the project, Thorntons have been able to improve the effectiveness of their retail staff by more than 6 per cent.