Retailer Dollar General is committed to providing supportive and interactive onboarding and training processes to ensure that each new store manager (SM) has the proper training, tools, resources, and skills needed to effectively operate a Dollar General store. Dollar General’s signature store manager training program, “Retail Excellence, Every Day,” is designed to ensure that new store managers are trained to achieve operational excellence. Working with the Operations team, Training and Development established a curriculum that focuses on improving the application of key operational processes and goals: serving customers, increasing sales, reducing shrink, and managing inventory.
The training program consists of a structured, blended learning curriculum:
- In-store-specific learning activities with a store training manager (STM) at a training store
- In-store reinforcement from an STM at the home store
- A district manager (DM) evaluation to validate trainee readiness
- A week-long class focused on operational excellence, following a period of in-store management experience
The Process
The goal of the following onboarding process is to develop SMs who can lead and operate a store that not only increases sales, but delivers customer service that exceeds customer expectations.
- Weeks 1-2: External hires are assigned to designated training stores to complete in-store training with an STM who has been certified by a regional director. A new SM spends eight days in the training store to complete the In-Store Checklist, which provides a schedule of required computer-based learnings and associated activities to acquire and immediately apply concepts. The STM also spends two days in the new SM’s home store following the In-Store Checklist and coaching him or her using just-in-time feedback methods.
- Weeks 3-13: The DM visits the new SM and completes an evaluation to determine knowledge retention and application after the completion of the two-week in-store experience. Results of the evaluation are used to identify additional training opportunities and to create an action plan to address additional training needs to enhance SM performance.
- Weeks 3-6: The new SM works in his or her home store, followed by enrollment into the five-day classroom training. The training includes a blend of classroom presentation, facilitation, hands-on application, knowledge checks, and a performance test that result in the further development of an action plan for ongoing training and development needs.
- Weeks 1-13: The DM completes the New SM Retention and Onboarding Leadership Commitment to validate ongoing development, feedback, and recognition to help the SM develop and maintain Dollar General values, as well as drive employee satisfaction and retention.
Results
This program has successfully met current business needs of achieving rapid growth by increasing efficiency and reducing turnover. Since 2012, 6,578 participants have completed the program, and SM turnover has decreased by 34 basis points. Dollar General also is piloting a second week of classroom training that targets the fourth month of an SM’s employment and is focused on leadership and operational skills. This additional week of development training is structured to address turnover of new SMs during the first six months in the role.
