Signet Jewelers Decreases Jewelry Repair Wait Time by 75%
As the world’s largest retailer of diamond jewelry, Signet Jewelers is a publicly traded company and operates approximately 2,700 stores primarily under the name brands of Kay Jewelers, Zales, Jared, Banter by Piercing Pagoda, Diamonds Direct, Blue Nile, JamesAllen.com, Rocksbox, Peoples Jewelers, H. Samuel and Ernest Jones. Their operations and supply chain relationships span Africa and India.
As the largest national jeweler with over 200 jewelry shops across the US, Signet was successfully growing the Services Business as part of their strategic plan. As the size of the business increased, wait time for repairs had become a barrier to growth for this high-margin service.
SITUATION
Amy worked with the organization—from senior leaders to shop managers—to learn how the operation functioned and to understand its strengths and challenges. Supply chain assessment uncovered that methods for performance management and compensation didn’t match indicators of customer experience. Amy provided training on how to design and optimize a supply chain to provide the best customer experience while minimizing cost. Based on this guidance, the organization adjusted KPIs, updated incentives, and implemented a new approach to performance management. The work began as a pilot within four shops and grew to include the entire business. As the leadership team focused on days-on-hand and average delivery time along with quality measures, repair wait time steadily improved. Shops with the strongest performance shared their best practices, leading to a culture of healthy competition and celebration.
SOLUTION
RESULTS
Store Associates now confidently sell jewelry repair as repair, jobs in shops are consistently completed on or ahead of the due date. With a 75% reduction in job completion time, repair sales relative to merchandise sales increased by 24%.
Amy helped us identify and take action on hidden opportunities in our business.
Kathleen Gray, Signet Vice President, Design and Service Center Operations
Amy is exceptionally skilled at driving sustainable improvements in the business by identifying and addressing root cause behaviors.
Jacob Loss, Signet Director, Design and Service Center