Central operations

If products are the lifeblood of our business, then Stores are the body, because that’s where we meet our customers. The role of Central Operations is to provide planning and support for all of B&Q’s stores – and to make sure we’re providing a consistent, positive shopping experience for all our customers.

The team is divided into four functions:-

• Store Development is responsible for developing the look and feel of B&Q’s stores, whether it’s launching a brand new store, or upgrading an existing one to meet the changing needs of our customers. This is a hugely important focus for B&Q at the moment, with one of the most ambitious store improvement programmes ever carried out in this country – which will see the whole estate upgraded by 2010.
• The Store Operations team acts as a permanent link between Stores and the Store Support Office (head office). As well as helping to co-ordinate important changes for customers, such as the introduction of new products or a new store layout, the team is responsible for managing two-way communication, for making operational procedures as clear and engaging as possible - and for supporting practical everyday needs, such as staffing levels and in-store catering.
• The Selling team is responsible for driving sales performance, by helping customers to plan, design and carry out major improvement projects in their homes – particularly in Showroom Categories, like kitchen and bathroom. Individual Consultants in stores are managed and supported by a Divisional Sales Team. There is also a central Sales Development Project Team, which works with the other parts of the business to ensure that B&Q always has a compelling proposition to offer customers.
• The Operations Strategy Team is responsible for planning how B&Q’s store offer will evolve over the next three to five years. This involves tracking retail trends (both in this country and overseas), benchmarking against the world’s best retailers and considering how new technology and systems could help us to offer an even better service to customers in future. It also involves researching and measuring the effects of any changes we do introduce, to make sure they’re working.