Parnter Induction Pack - Partnership at Specsavers
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Parnter Induction Pack Dear Specsavers Partners, Congratulations on your new business, and your new adventure! What lies ahead for you is the exciting opportunity to own and partner in a Specsavers business, leading and developing a team of people to deliver the best services on the high street. It goes much further than this though; we have more than 2000 partnerships across the world today in Optics, Audiology and Domiciliary, which means you have a global network of experienced and passionate partners to learn from, and to share enterprising ideas and strategies with. As you know, our business is built on the strength of our partnership and throughout your partnership journey, we will seek your feedback, to better support your development in every way that we can. Over the first 3 months in your business you will have support from your RRM, who will guide and steer you on your journey to partnership – this is your Parter Induction Pack (PIP). Congratulations once again on your decision to join the global family that is Specsavers, we are very much looking forward to working with you over the coming years to take our Specsavers business to even greater heights.
Purpose of the Parter Induction Pack (PIP) and How to use guide
As a new partner this guide has been designed to help you get the best from your first 3 months in a Specsavers business
as a Partner. It will guide you on how to lead and manage your business on a day-to-day basis, as well as prompt review
conversations with your RRM.
The majority of the information you need will be located within this document or on Partner Academy in iLearn, however
elements of the programme will require you to login to StorIQ to complete certain sections. Login info for StorIQ is detailed
just below.
By the end of the PIP you will have
• Completed a finance review with your RRM and Business Development Representative
• Built a bespoke 12-month business plan suited to your business’ needs and objectives
• Demonstrated competence in Operational Excellence
StorIQ
If you are joining an established business the existing/
exiting partners should have the required login details
to access StorIQ. If you are joining a new business or
your new partners have yet to engage with StorIQ,
the platform can be accessed as below:
Login for the first time
• Visit https://specsavers.storiq.net and click ‘Need a
new password?’.
• You’ll be asked for your email address (see below)
which will trigger an email with reset instructions.
• Enter the ‘dir.’ email address in the old format.
For example: dir.fulchester@st.uk.specsavers.com
• If your store opened after April 2018, use the new ‘
dir.’ email format. For example:
dir.fulchester.uk@specsavers.com.
• For stores in Republic of Ireland, replace ‘uk’ with ‘ie’.
• Managers have their own login to StorIQ using their
‘mgr’ email address in the new format. For example:
mgr.fulchester.uk@specsavers.com.
• HJVPs also have their own login to StorIQ using their
‘HJVP’ email address in the new format. For example:
If you have any questions:
hjvp.fulchester.uk@specsavers.com.
Contact Claire Andrew
claire.andrew@specsavers.com
02
The Partnership
Before you continue using this Guide, as part
of the Partnership it is essential we offer you
the support and development you need to
drive your business performance. Depending
in which region your business is located, will
depend on who your RST point of contacts are,
make a note of their contact details below so
you have them to hand in future.
Details on the roles and responsibilities of your
RST follow on the next page.
For further details on your key office contacts
please use the Who’s Who guide on Connect >
People > Who’s Who?
Name:
RRM Moblie number: Email:
Name:
DRM Moblie number: Email:
Name:
Director of Stores Moblie number: Email:
03
RRM
This role is pivotal to driving close and effective working relationships with Specsavers partners. RRMs will ensure that
partners receive the support they need to effectively manage, develop and grow their businesses. Support will be delivered
through hands-on support and guidance and in coordinating the support provided to partners from the wider Specsavers
support office teams. RRM responsibilities:
Growth and profitability
• Responsible for the development and growth of all optical, Audiology & Domicilary businesses within their region
• Support the partners with the formulation, creation and delivery of their store’s annual business plan
• Support the partners to deliver the best on the high street ‘customer journey’
• Support the partners to ‘own their town’ and be the dominant provider of eye and hearing care
• Help implement support office initiatives within your store to benefit the business
• Be up-to-date with competitor activity and pass on any local competitor information which may impact local
Specsavers businesses
• Identify new town opportunities for Specsavers
• Develop a plan to ensure Specsavers have the appropriate physical capacity for the future
Partner relationship and support
• Build an in-depth understanding of each of the businesses they support
• Build a supportive and meaningful business relationship with the store partners to help them to grow and
develop their business
• Operate as the conduit for two-way communication between partners and the support offices, taking
ownership and resolving issues for partners
• Work with other support office colleagues to support the development of businesses in their region, partnering
with other teams as required
• Work with the regional chair’s in planning and delivering effective regional meetings and events to drive business
improvements. Ensure regional communications are timely and effective
• Impartially facilitate two-way communications between support offices and partners and between partners,
attempting to resolve issues without the need for further intervention. Escalate to DRMs if board intervention
may be required
• Ensure the practice support period programme is implemented in all new stores and partners are supported
during all business transfer situations to ensure a smooth transition into the business for incoming partners
Store colleagues and partner development
• Ensure a people plan is delivered to a high standard in each store
• Support the store partners with their personal development, acting as coach or mentor as appropriate
• Support the induction and development of partners within their region and seek to continually improve the
quality of recruited partners
Risk managament
• Ensure financial ‘turn-around practices’ (TAPs) have a bespoke plan to reduce debt and improve performance
• Ensure stores are brand-compliant
04
DRM
Accountable for driving sustainable growth of Specsavers eyecare, Audiology and domiciliary businesses within their
division. They lead, develop and support a team of RRMs. DRM responsibilities:
Growth and profitability
• Create and deliver divisional plans
• Ensure their division is continually growing market share and achieving its annual targets across the optical,
Audiology and domiciliary businesses
• Ensure partners are supported to bring customer insights to life in their businesses
People leadership
• Lead and inspire their team of RRMs to provide effective support to all partners in their regions
• Ensure the focus on delivery of the people plan throughout the division
• Continually improve the capability of RRMs through coaching and development
• Ensure brand compliance and protection of Specsavers for all
Securing long-term business success
• Work with professional recruitment and business transfer teams to ensure a ‘pipeline’ of future partners
exists across the division
• Share best practice with other DRMs and support office teams
• Provide increased support for store businesses that require it
• Use the partner Insight survey to ensure the support provided by RRMs is responsive to partner needs
• Be the escalation point for partners when the RRM is unable to resolve an issue
Director of Stores, UK and Ireland
The DRMs are managed by the Director of Stores.. The Director of Stores helps progress regional and business
performance, ensuring that best practices are shared between all regions.
05
You are now
ready to start
using this guide
We have broken this down into 9 key areas Induction 07
which are shown opposite. There are a Legal & Security 17
number of tables to be filled in - please Health & Safety 20
print these out to complete them (there is Products & Services 23
a print button on each page). Finance 26
Customer 29
Systems 34
Clicking on the Home button will bring you
People 38
back to this page.
Glossary 41
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
06
Induction
Getting the best from the PIP
Like any development journey, a large proportion of your success as partner will be influenced by your commitment,
passion and behaviour. The information below highlights Specsavers expectations of our partners and provides
suggestions on how to best approach the challenges ahead.
Development relies on your willingness to learn and while it is often easiest when
Be motivated learning is also fun, a sense of purpose will make great result attainable. Approach
every activity with a positive attitude.
Be prepared to make the most of every opportunity. Get into the habit of
Learn actively reviewing everything you do and exploring what you’ve learnt from the
experience. Ask questions and engage with our experts.
Build communication Establish a good network of contacts.
Not only will they be a great learning resource, but they will also support you as
networks you establish yourself in Specsavers.
Monitor your Plan how you will review your progress, with whom and how often. Regular
monitoring will help avoid potential problems and plan for contingencies. Plan to
progress make this happen.
Be prepared to take control of situations and events. Influence rather than
Be proactive passively accept.
Development requires self-discipline. Decide what you want to do, plan how to do
Apply self-discipline it and follow the plan. Make time for your development.
Deepen From the outset, prepare to be open-minded. Few people really know themselves
as well as they might. Listen to the feedback from others and be honest in your
self-awareness self-assessments. This will provide you will a balanced picture.
Development is all about setting and achieving goals. Your self-discipline with
Manage time regards to managing your time will have a huge impact on your success or failure
during the PIP and beyond.
Take control of your own learning, seek this as an opportunity to excel in your role,
Self-led learning demonstrate your motivation to succeed while using your own initiative.
07
Induction
Your learning objectives
Your learning objectives as a new partner within the first 3 months
will be a combination of operational learnings and application of the
commercial and leadership training you completed during Pathway.
You can find comprehensive in-store training checklist by clicking on
the image below. This will act as a useful tool to help you track your
progress.
This checklist details key elements that you need to understand and
thrive in a Specsavers business.
Please check off each learning item once you are fully confident that
you have understood the subject.
Beyond this, there are support tools bringing each of the points to life
with activities and or direction on where to go next. Please ensure you
complete this as a record of your learning and progress.
Partner Induction Pack RRM checkpoints
The first three months of becoming a partner at Specsavers is an exceptionally busy and
rewarding period – to make sure your time is spent productively, your RRM will deliver an
intensive period of support. At the end of the first three months you will work with your
RRM to ensure you have; no unresolved start-up or induction issues, completed a 3-month
shopfitting snagging (if appropriate), completed a full post-investment analysis and build a
business plan matching the needs and ambitions of your business.
Planning Although you may already have a good relationship with your RRM it is important to ensure
checklist that you set aside diarised time for their support as part of the PIP. Use the planning
checklist on the left to complete this.
Partner roles and responsibilities
Partners should click on the below and use the next few pages to help assign roles in the store and document who is
responsible for each area of the business – your RRM will complete this with you.
Finance Customer Experience
Operations Compliance
People
08
Learning & Development checkpoint
Optical Partners
Section Content Comments Date
Store Environment
• Introduction to JVPs and store colleagues
01 • Logisitics - rotas, access to store
• Working safely
• System access codes
Roles and Responsibilities
• Understand the roles within your business
02
and how these are shared with you
business partner
Colleague personal files
• Check all files are current
03 • Training requirements
• Qualifications and registration
• Conduct
Clinical Leadership
• What to deliver for professional capacity
Clinical Governance policies
• Understand policies and process drive
and actions
Stocktake
• How to conduct stock takes and audits
Communications and networking
• Building your network of Specsaver
contacts
• Attend Comms meetings/partner seminars
• Mentor and store visits
Business planning
• Working with RRMs create your
business plan
Personal development
• Actively work on own development
09Partner Induction Pack
RRM Checkpoints
Meeting Type Date Time Actions
Pre-Start Phone Call
(2 weeks before opening)
Pre-Start meeting
(1 week before opening)
Your First Trading Week
(include shopfit handover if appropriate)
Week 2 Phone Call
Week 3 Phone Call
PIP Meeting One
(4 Weeks After Opening)
Week 6 Phone Call
PIP Meeting Two
(8 Weeks After Opening)
Week 10 Phone Call
PIP Meeting Three
(12 Weeks After Opening to include shopfit
defects, post investment analysis and
Business Plan)
Notes
10Partner roles and responsibilities
Finance
Directors responsible
Frequency Retail Optical Audiology
Agree business plan and
growth objectives
Keep RRM informed of any
business issues for support
when required and when
asked
Use Scorecards and the
portal reporting to track
business performance and
identify opportunities
Organise regular meetings to
analyse and drive business
performance
Review and discuss bottom
line accounts
Stocktakes
Follow correct procedures
regarding cash handling and
banking
Focus on GP engagement to
grow, maintain professional
and EOS business
Reconciliation of orders,
invoices and accounts
Notes
11Partner roles and responsibilities
Operations
Frequency Retail Optical Audiology
Maintain high retail standards
in all areas including test
rooms and clinical space.
Please use the COE Retail
Standards and Clinical &
Colleague Area Reviews on
StorIQ to support.
Carry out local competitor
reviews. Please use the Local
Competitor Review on StorIQ
to support.
Appointment availability
trading hours.
PR and local marketing plan
Display an ‘eye and ear’
poster in every test room
Notes
12Partner roles and responsibilities
People
Frequency Retail Optical Audiology
Conduct one to ones and
reviews with team
Create TNA and PDPs for all
colleagues
Discuss career path
and progressions with
all colleagues including
management
Ensure all colleagues are fully
trained to use systems
Manage self-employed
colleague cover
Rota and annual leave
management for all
colleagues
Management of salary and
bonus for all team members
Notes
13Partner roles and responsibilities
Customer Experience
Frequency Retail Optical Audiology
Monitor and improve Maze
performance in line with
business objectives
Ensure we offer more than
just glasses by including
Audiology, Contact Lenses
and Domicilary into the
journey
Offer online appointments
Identify training needs based
on Maze feedback
Engage with community
projects and Own Your Town
Manage orders of products
and consumables
Notes
14Partner roles and responsibilities
Compliance (clinical)
Frequency Retail Optical Audiology
Maintain and calibrate
equipment in line with clinical
requirements
Keep up to date with CET
include iLearn modules and
defensive record keeping
Offer online appointments
Maintain IQIPS standards
where applicable
Keep up-to-date including
partner photograph
Attend communication
meetings and national
seminar
Utilise the H&S hub & StorIQ
Notes
15! Have you
completed
everything
Learning and Development Checklist
Partner Induction Pack RRM Checklist
Partner roles and responsibilities
Finance
Operations
People
Customer Experience
Compliance
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
16Legal and Security
Complete Legal and Security Operational Checklist
If you are also a partner of spoke stores it is recommended you check the legal
Audiology Spoke agreements between you and the spoke stores, you can do this by contacting the
legal team who old each agreement and will guide you through the contracts.
Store Agreements
Contact: gg.legalresource@specsavers.com
• Occupational health reports
• Reports from the employee’s doctor
Medical records • Drug testing records
• Medical, dental and eyecare forms
• Any other medical records
• Letters and documentation surrounding circumstances of exit
Employee exits • Exit interview form
• Record of documents given with final wage slip
What should not be • Expired formal warnings
• Personal criminal conviction history
stored in a colleague • Marginal notes on any document indicating management bias or discrimination
personal file • Any documents kept contrary to data protection principles
As part of your first 100 days it is essential that you complete the iLearn modules
that help you understand compliance within Specsavers. These can be found on
iLearn under ‘Available training > Learning catalogue > Understanding our business
> Compliance’
You should also make regular use of the H&S Hub and StorIQ as these tools are
Compliance designed to make the management and recording of legal compliance obligations
as easy as possible.
• Please complete the following modules
• Health and Safety
• nformation security and governance training (2017)
17Legal and Security
Operational Checklist
Partner
Store compliance i.e. D/O
Optom to check jobs
GDPR/Info Gov/Data Protection
GOS forms
GOS claims
DIPS
Cash reconciliation/banking
Check building alarm
NHS Audit
DBS
Understanding JVA
BTS
Disability/discrimination check/audit
Severance
NHS GOS contracts
Employee contracts
Locum checks
Right to work
iQIPS
Change of Director name @company’s house
CCTV/Music/TV Licence
GOC checks
Insurance
PAT test
CET review/up to date
Annual compliance training
18! Have you
completed
everything
Legal and Security Operational Checklist
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.comHealth and Safety
Health and Safety Hub
Health and safety is an essential part of day-to-day operations. It’s important to ensure the safety of colleagues,
customers and visitors. As part of a drive to make things simple, the paper-based compliance diary has been replaced
with an online version called ‘The health and safety hub’.
The hub is where you:
• Complete your store’s daily, weekly, quarterly and six-monthly health and safety checklists
• Report accidents (so you don’t need to call Santia ReportLine)
• Review health and safety documents
• Access risk assessments.
Complete Health and Safety Operational Checklist
Health and Safety Hub Login
The Hub is accessed via the URL: https://thehealthandsafetyhub.info-exchange.com/Secure/Default.aspx. This should be
book marked on your laptop, iPad or mobile devices.
Your store is entitled to up to 5 log ins, one for the Partner and a further four to distribute across your team. Each will
be given a username (email address) and a password which you will be prompted to change on first use.
Please Note: The H&S Hub link is also on your
StorIQ dashboard under ‘links’.
If you have any questions:
Contact Wendy Mellors
wendy.mellors@specsavers.com
20Health and Safety
Operational Checklist
Partner
H&S tour
Risk assessment
Visitors log book and sign in
Compliance diary / Shield yourself
Assign out lone worker devices
Dates of drops / solutions
Wet weather sign
Suitable equipment
PPI
COSHH
Fire Alarm
Fire Wardens
Fire drill
First Aid Kit
Ensure new starters have completed
H&S training
Review Accident reports (review trends)
Check fire extinguishers
Annual e-learning
PAT Tests
Rish assessment reviews
Check safety equipment
Review H&S board
Disaster recovery procedures reviewed
Execution of disaster recovery
First aiders
21! Have you
completed
everything
Health and Safety Operational Checklist
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
22Product and Services
Product and Services Checklist
Complete Product and Services Checklist
23Product and Services
Operational Checklist
Partner
Check availability
Retail standards
Merchandising
Frame styler
EOS
Ordering frames
Lenses
Contact lenses
Ordering clinical supplies e.g. drops
Accessories
Inventory management
Voucher reconciliation
Check competition
Return products - faulty lens or report, CLs
Gift vouchers corporate
New products launch - planning and service
L&D
Windows
Merchandising & display
Review returns %
Faulty products
Own your town
Marketing review
Incentive review & planning
Review cost of sales & product costs
Webpage review
Stocktake
Additional services to grow
business/opportunities
Spot checks - quality, lab end products,
audit and hearing aids
Lab inhouse services vs outsourced
Multi category offer available for customers –
optics, audiology, domiciary
Frame stock count
Accessories
To find out what accessories we offer at Specsavers, information can be found on Connect.
24! Have you
completed
everything
Product and Services Checklist
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
25Finance
Finance Operational Checklist
Complete Finance Operational Checklist
Finance Card payments and cash handling
In any business it is important to understand how payments for services and goods are taken. To support you with this
development there is a banking and cash handling procedure that can be accessed through Connect and printed for future
use.
There is also an eLearning module to complete on iLearn which can be accessed through Available training > Learning
catalogue >
Please use the space provided to capture your learnings. It is also important that you observe these processes in store and
when you feel comfortable carry them out yourself and seek feedback from team members.
Insert note pad make editorable
Based on your observations and your evaluation on clinical governance,
please capture your thoughts in the space provided:
26Finance
Operational Checklist
Partner
Cashing up
Banking
Petty cash
Sales & Revenue tracking and reconciliation
Average Transaction Value (ATV)
Refunds
Domiciliary (Signature capture)
Portcullis
Payroll
Bottomline reviews
Cost of sale
Dividends
Consolidated accounts
SLINS
Invoices
NHS GOS vouchers
Expenses
Inventory management/frame costs
Debt management
Lab credits
Stock takes
Business planning
Fleet Cars
Scorecard and portal reporting
Commercial drivers in optics, audiology,
domiciliary
Distributions
Weekly KPI Reviews
End of day
NHS Reconciliation
Sundry Debt
27! Have you
completed
everything
Finance Operational Checklist
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
28Customer
Customer Operational Checklist
Complete Customer Operational Checklist
Customer Store environment
As part of your introduction you will be introduced to
or begin to build your own team and the logistics of the
business. Please use the space provided to capture any
information you believe is useful to help you understand your
store throughout your development journey.
! Please also complete the COE Retail Standards and Clinical and Colleague Area Reviews on StorIQ.
Customer How Do Is
In Specsavers there are many standard operating procedures (HDIs), the aim Based on your observations and
of these are to help stores with the day to day running of the business. evaluation, please capture your
thoughts in the space provided and
As part of your induction as a partner we recommend you familiarise yourself
discuss with your RRM and fellow
with these procedures and review them in your own stores, ensuring that
partner what improvements could be
they are being implemented and followed through.
made.
How to access the HDI site
Whatever device or computer you use, you must enter your store email
(store, customer, IST, Mgr and so on)
and password to enter the site
Store iPads
01 Open the Safari browser (in your iPad’s ‘Productivity’ folder)
02 Type specsavers.sharepoint.com into Safari’s address bar
03 Type ‘operating’ into the search box and click the top link
Store clients
Access via Connect: Connect > Operations > How do I > Follow the link
Personal phone and tablets
Scan the QR code opposite or download the SharePoint app
from your app store and search for ‘operating’
29Customer
Operational Checklist
Partner
Clinic management
Maze
Complaints
Refunds
Remakes
Retail standards
Retail schedule
Huddles
3 Way Handover
Queue lengths and waiting times
Online availability
Review schedule to ensure sufficient people to
deliver service levels
Lab wait times
Frame styler
WIP
Qudini
Scorecard
CSI
IST
Awareness measures
Review & action plan
DOM ptr
Maze answers of DOM
Voice of the Customer
Mystery shopper reports and process
Review of CX service training linking to people
review
Own my own town - community engagement
Overdue collection report
CX journey
CCV
The Specsavers Way
30Customer
Store environment
Information Additional comments
Store team
Store logistics i.e. rotas
Working safely
System and security
Any other areas
31Customer
How do Is
Improvement What actions Who is When will this What is the
area could be taken? responsible? be done? measure of access?
32! Have you
completed
everything
Customer Operational Checklist
COE Retail Standards and Clinical and
Colleague Area Reviews on StorIQ
Customer Store Environment
Customer How do Is feedback
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
33Systems
Systems Checklist
Complete Systems Checklist
Systems Feedback
Complete Systems Feedback
34Systems
Operational checklist
It is important to have a good understanding of the systems in store. Check you have login details
and can access systems
Partner
Socrates
Gold Vision
Sycle
Acuitas
Audiopad
Qudini
Payroll - Sage
Service Now
DOM - Re-sync & banking
Connect
Find my shift
LOP
Maze
Shield Yourself (Audiology ONLY)
eRisk
Signature capture
Logics -Dom
Money Penny
Ebis
AudioPad
Finance portal
Social media
Portcullis
Frame Styler
Email & Microsoft applications
What’s App
Starters/leavers access
iWear
Fujitsu - computers and printers
Remote access
Mauve
Diary Management
Make this a editable section
Invoice - weekly reconciliation
SEP portal
DOM do manually and Acuitas
NHS submission and reconciliation
Hearcare submission
Inventory/replenishment
NHS portal to order forms
StorIQ
Health & Safety Hub
35Systems
Improvement What actions Who is When will this What is the
area could be taken? responsible? be done? measure of access?
36! Have you
completed
everything
System Operational Checklist
System feedback
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
37People
Communication and Networking
Specsavers also provides a range of communication channels to keep you informed of what is
happening within the business. These include the Connect, Partners letter, News Day Thursday,
ProFile, Winning Team and All Ears to name a few - take the time to review these publications.
During your partnership, it is important that you attend all meetings and start to build a network
of people.
Meetings
Attend a regional partner meeting and communications meeting which take place every quarter.
Speak to your RRM and check connect for up and coming events.
Platinum Employer
Platinum Employer is a status carried by
our stores who have achieved the minimum
standards that support Specsavers ‘2020’
ambition of becoming ‘famous as a great
place to work’. This is about building the
employer brand which will encompass
everything a store leader does to manage
the life cycle of the people within their store.
This initiative aims to deliver tangible business results by investing
time and effort in your people. It is also about demonstrating that
Specsavers genuinely care about their people – they are intrinsic
to the success of the business and they should be looked after
accordingly.
Why become a Platinum Employer?
Simply, helps you attract and retain great people, who will look after
your customers. It’s a competitive employer market and we need to
keep hold of our brilliant people, and you wont do this if you are
not getting the basics right.
Ensuring Specsavers can attract and recruit the best
people, that they are engaged and happy, rewarded
well and have focused career development is critical
to business success and retention. It means you can
be confident and really shout about what a great
environment Specsavers is to work.
Store colleagues are intrinsic to Specsavers business
success. By looking after them, they will, in turn,
look after your customers and help to deliver tangible
business results
How do I get started?
Contact your RRM who will agree on the timescales
and support you through the process.
38People
Communication and Networking Planner
Event Date Location Notes
39! Have you
completed
everything
Communication and Networking Planner
If you have any questions:
Contact Matt Irvine
matt.irvine@specsavers.com
40Glossary
A
A
B
C
A-board - A free-standing, double-sided poster frame for use outside the store, if local regulations permit.
D
ABDO - Association of British dispensing opticians E
Accrual - When income is due, or a cost is incurred during an accounting period, but has not been
F
physically paid or received, therefore an adjustment is made in the accounts to reflect this cost or revenue.
Alphatax - The Corporation tax software used by Specsavers for all UK and Republic of Ireland companies. G
AOP - Association of optometrists H
AOV - Average order value
I
Application - A computer program or group of programs designed for end-users (the people who use a
computer product). J
AQP - Any qualified provider
K
Audiologist - hearing aid dispenser. The term ‘audiologist’ is preferred during discussions with customers
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
41Glossary
B
A
B
C
BACS - Banking automated clearing system
D
Backup - To make a copy of data for safety purposes. Backups can be either to disc or tape. E
Balance sheet - A summary of the financial balances of a company (assets and liabilities) at a secific date. It
F
is a ‘snapshot of a company’s financial condition’.
Bandwidth - This refers to how much data you can send through a network or internet connection. G
BCLA - British contact lens association H
BD - Business development (department)
I
BDM - Business development manager
Bif -Bifocal
J
Bonus - A lump sum payment made to an employee of a company over and above their basic salary. K
Bonuses can help to reduce the Corporation tax charge.
L
BOZR - Back optic zone radius Broadband - Electronic high speed data transmission which means fast
download times for websites.
M
Browser - A web browser, often just called a ’browser’, for example Firefox, is an application used to access
the internet. N
BSHAA - British Society of Hearing Aid Audiologists O
BTC - Beat the competition
P
Q
R
S
T
U
V
W
X
Y
0-9
42Glossary
C
A
B
C
Capital allowances - An annual deduction given under Ireland and UK tax legislation for fixed assets, which
D
replaces depreciation as per the statutory accounts. In Ireland this is often referred to as ‘wear and tear’
E
allowance.
Cash bonus - A lump sum remuneration made to an employee of a company through payroll. This reduces F
the company’s profits therefore assisting in the reduction of Corporation tax.
G
CCG - Clinical commissioning group
CDP - Career development programme H
CET - Continuous education and training I
C/F - Carried forward
J
CL or C/L - Contact lens
Class S PRSI - Contributions of class S PRSI are paid by company directors who pay their tax through the
K
PAYE system but who are not regarded as employees for social insurance purposes.
L
CM - Communications meeting
M
Close company - A company with five or fewer participators (directors or relative shareholders). All
Specsavers stores are close companies. N
Close company surcharge - A surcharge of 20% is payable on the undistributed investment and rental
income of a close company - refund only. O
Cookie - Data sent to your computer that records your actions on a particular website to make it easier to P
use when you return to that site.
Corporation tax - A levy on a company’s profits. The tax is charged on both a company’s income and
Q
chargeable gains.
R
Concur - An online system used for expenses
S
CoS - Cost of sales
COSSH - Control of substances hazardous to health T
CPU - Central processing unit. The ’brain’ of a computer which performs most tasks. U
CRO - Companies Registration Office. The place where the annual statutory accounts for stores in Ireland
are sent. V
CRU - Customer registration unit W
CT600 - The official tax return issued by HMRC and used to submit the annual Corporation tax return.
X
CTAX - Corporation tax
Y
Cx - Customer
Cyl - Cylinder
0-9
43Glossary
D
A
B
C
Database - This is a data structure used to store organised information, a bit like a library. A database
D
contains items such as customer records, addresses, sales history and so on.
E
DD - Direct debit
F
DDC - Drive down costs
Deferred tax - An accounting adjustment that records the recovery of temporary differences (between G
accounting and taxable profit) and tax losses from previous years.
H
Depreciation - An accounting adjustment that writes down the value of a fixed asset (such as eye test
equipment), as a fixed percentage of its original value and charged to the accounts each accounting period. I
DI - Distribution and investments. The team responsible for approving all distributions and investments for
the store. This includes approval for shop fits and equipment purchases as well as cash bonus and dividend
J
distributions.
K
DIA - Diameter
L
DIPS - Document image process
Dir loan - A director’s loan that has been made to the company. The director can either pay money into the M
store as a loan or as a distribution that has been processed as a ‘loan back’.
N
Distribution frequency - A one-off distribution or one that you wish to be looked at monthly.
Distribution waiver - This is where one or more partners do not wish to claim their share of the O
distribution. They will be waiving their right to a dividend at this time.
P
Dividend - A distribution made to shareholders of the company. A dividend distribution is accounted for in
the company’s profits after Corporation tax for that year has been calculated. Q
DO - Dispensing optician
R
DRM - Divisional Relationship Manager
S
DP - Data protection
DPA - Data protection act T
DPS - Double page spread (in magazine and newspaper advertising) U
Dual - Two companies in store structure
V
DWT - Dividend withholding tax is charged at 20% of the gross dividend. A return is filed and DWT paid by
the Distribution and investments team. W
X
Y
0-9
44Glossary
E
A
B
C
eBis - An online system used for distribution requests.
D
EDDI - Electronic direct debit interface (system used to control direct debits for stores) E
EFPOS - Electronic fund transfer at the point of sale (Switch, credit card machine)
F
EHO - Environmental health office
G
End-of-day - A process that all stores run at the end of each day, which transfers data between the store
and support offices H
ENT - Ear, nose and throat. A specialised area of medicine.
I
EOD - End of day
EOS - Enhanced optical services.
J
EPOS - Electronic point of sale (a till) K
EPOS number - Store number
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
45Glossary
F
A
B
C
FAQ - Frequently asked questions
D
FBDO (CL) - Contact lens certificate of the association of British dispensing opticians E
(contact lens fitter qualification)
F
FBDO - Fellowship diploma of the association of British dispensing opticians
FCOptom - Fellow of the college of optometrists G
FHSA - Family Health Service Agency H
Firewall - A computer firewall is used to protect a networked server or client machine
from damage or unauthorised users. I
FODO - Federation of ophthalmic and dispensing opticians J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
46Glossary
G
A
B
C
GOC - General optical council
D
GOTY - Grandparent of the year E
GP - General practitioner (a doctor)
F
GV - Group venture
G
GVP - Group venture practice
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
47Glossary
H
A
B
C
H & S - Health and safety
D
HA - Health authority E
Hardware - The physical devices that make up a computer system: monitors, keyboards, servers and so on.
F
Hard drive - This is where all your files and folders are stored.
G
HJVP - The director of the Audiology business
HMRC - Her Majesty’s Revenue and Customs, the organisation responsible for collecting all taxes in the UK H
(formerly the Inland Revenue).
I
HPSS - Health and personal social services
HR - Human resources
J
HSA - Health service agency K
Hybrid tax rate - When there is a change to the Corporation tax rate, the tax rate is apportioned between
L
the old and new rates; this is known as the ‘hybrid tax rate’. The actual tax rate therefore depends on when
the accounting year ends.
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
48Glossary
I
A
B
C
IEM - In-ear monitors
D
IGSOC - Improving Quality in Physiological Services E
IIP - Investors in people
F
Income tax - Income tax is charged on income arising in a tax year, in respect of all property, profits or
gains. The tax year coincides with the calendar year (6 to 5 April). G
Infographic - An image that visualises data or knowledge. An infographic should show the same or more H
information than equivalent text using less or similar amounts of space (a picture with writing on it is not
automatically an infographic). I
Input VAT - The VAT incurred when a company registered for VAT buys goods or services from another VAT-
registered supplier. This can generally be reclaimed from HMRC, subject to certain restrictions.
J
Intrastat - A system designed for the collection of information and declaration of the purchasing of goods K
between EU Countries. Since Specsavers stores in Ireland purchase goods from the UK, they must submit
Intrastat returns every month. L
IQIPS - Improving quality in physiological services
M
IP - Intellectual property
N
IP address - The internet protocol address is four sets of numbers (up to 12 digits in all, separated by full
stops) that represents the electronic ’postcode’ of your computer. O
Irrecoverable VAT - VAT that has been charged on the purchase of goods and services that you cannot
reclaim from HMRC.
P
ISP - Internet service provider. The company that provides you with access to the internet (for example, Q
TalkTalk).
R
IST - In-store trainer
IT - Information technology S
ITE - In the ear (hearing aid) T
U
V
W
X
Y
0-9
49Glossary
J
A
B
C
JPEG - Image files: pictures and photographs
D
JV - Joint venture E
JVP - Joint venture practice or JV partner
F
G
H
K K
I
J
KIS - Keep it simple L
KPI - Key performance indicator M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
50Glossary
L
A
B
C
L&D - Learning and development (training)
D
Labless - Stores that do not have on-site laboratory facilities E
LAN - Local area network. One or more computers connected together in a single geographical location: usually
F
in one building.
LOC - Local optical committee G
LOCNET - The portal to your local optical committee’s website H
LOCSU - Local Optical Committee Support Unit. LOCSU support local optical committees (LOCs) across England
in developing eye health services. They help opticians work with local commissioners to make community eye I
services accessible to patients and cost-effective for the NHS.
J
LOP - Lens order processing
Loan back - Where the company declares the bonus in the accounts and the individual’s personal tax will be
K
paid through the payroll. The additional funds that would be received in the individual’s salary are then retained
L
in the store and this will create a loan that is owed to that individual.
LTF - Light transmission factor M
LVA - Low vision aid N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
51Glossary
M
A
B
C
M/F - Multifocal
D
MAR - Multi-anti-reflection E
Mauve - the online point-of-sale ordering system
F
MCOptom - Member of the college of optometrists
G
MEC - Minor eye condition
Multimedia - The integration of multiple forms of media. This includes text, graphics, audio, video and so on. H
I
N
J
K
L
M
NCT - Non-contact tonometer
N
NHS - National health service
O
NI - National insurance
NIC - National insurance contributions P
NQNF - ‘No quibble, no fuss’. Specsavers customer promise. Q
R
S
T
U
V
W
X
Y
0-9
52Glossary
O
A
B
C
OA - Optical assistant
D
E
OC - Optical centre (of a lens)
F
ODP - Optometrist development programme
G
OCCS - Optical consumer complaints service
H
OCS - Optical courier services
I
OJVP - The director of the optical store that ‘hosts’ the Audiology business
J
OMGR - The store manager of an optical store
K
Onboarding - the mechanisms through which new employees acquire the necessary knowledge, skills,
and behaviours to become an effective member of the store team. It covers a range of aspects, from basic L
administration - such as providing an IT login, to more complex aspects, such as helping them understand the
Specsavers ethos and approach to customers M
Online - Connected to the internet. N
OO - Ophthalmic optician (that is, an optometrist) O
Optician - This term is preferred in discussions with customers about people who will be providing clinical
P
optical services. It covers optometrists, dispensing opticians and contact lens opticians. See also ‘audiologist’
Q
Optom - Optometrist
R
OTC - Over the counter
S
OTE - Over the ear (hearing aid) T
Output VAT - The VAT charged when a VAT-registered company sells taxable goods or services to either a VAT- U
registered or a non-VAT registered individual or company. This must be paid over to HMRC.
V
W
X
Y
0-9
53Glossary
P
A
B
C
P&L - Profit and loss account
D
P11d - A personal expense that is paid by the company. This is subject to personal tax. Companies have to submit
this to HMRC in July each year.
E
PAC - Professional advancement committee
F
Pay month - The month in which the bonus will be received. For example: June = 28 June payroll.
PAYE - Pay as you earn. A system for collecting tax and national insurance through payroll. G
PBT - Profit before tax. The accounting profit in the statutory accounts before corporation tax has been applied. H
PCT - Primary care trust
I
PD - Pupil or pupillary distance
J
PDF - Portable document format. A file format developed by Adobe.
PDP - Personal development programme K
PEARS - Primary eye care assessment and referral service L
PIR - Product inventory request. This is how replenishments are ordered electronically, through SOCRATES’
Inventory system. M
Pixel - ’picture element’: those tiny little dots which make up the images on computer displays. The more pixels N
per square inch, the clearer the picture will appear.
Plato - A computer database
O
PLU - Product look-up P
PM - Project manager (in the Project delivery department)
Q
Polycarb - Polycarbonate
R
POS - Point-of-sale
PQE - Professional qualifying examination S
PR - Public relations T
Prior year profit - Profits built up during the previous accounting period, for which the tax liability has not yet
been finalised. This links in with the year-end planning process.
U
Profit and loss account - An account compiled at the end of a financial period, summarising all income and V
expenses incurred, to show an overall profit or loss on trading activities during that period.
W
PRSI - Pay related social insurance is paid by employers in Ireland on all income. The current rate of PRSI payable
by a director of a company is 4%.
X
PSA - PAYE settlement agreement. An agreement with HMRC for the tax on personal benefts to be paid by the
employer rather than the employee. Y
PTL - Profit through leadership magazine 0-9
Px - Patient (customer)
54Glossary
Q
A
B
C
Q & A - Question and answer
D
QIO - Quality in optometry E
Quad card - An A5 card that fits in an acrylic holder on a glasses display stand.
F
G
R
H
I
J
K
RACI - Responsible, accountable, consulted, informed (action plan)
RBDT - Retail brand development team L
RCM - Regional communication meeting M
Recall - Database of all customers (part of Plato)
N
REM - Real ear measurements
Resolution - Either how many pixels a monitor can display or how fine a printer can print. O
Retained profits - Profits built up in previous years, of which Corporation tax has already been paid. P
RIC - Receiver in canal (hearing aids)
Q
RIDDOR - Reporting of injuries, deaths, dangerous occurrences regulations.
R
ROI - Republic of Ireland (a term sometimes used in the UK to refer to ‘Ireland’ in a bid to prevent confusion with
the UK country: Northern Ireland)
S
ROS - Revenue online services. The electronic mechanism used to submit Corporation tax returns for stores in
Ireland. T
RPM - Regional project manager (in the Business development department) U
RRM - Regional relationship manager
V
Rx - Prescription
Reducing balance - the method of applying capital allowances to a fixed asset in the UK.
W
X
Y
0-9
55Glossary
S
A
B
C
SBSA - Sound barrier star awards
SEO - Self-employed optician D
SEE - Specsavers enhanced eyecare (Specsavers version of EOS) E
SEP - Self-employed professional
F
SF - Specsavers Finance
SF loan - A loan to the company from Specsavers Finance, normally for a shop fit or store opening.
G
SIHL - Specsavers International Healthcare Limited. The Audiology equivalent of SOG. H
Single - One company in store structure
I
SLA - Service level agreement
J
SKU - Stock keeping unit
SMART - refers to a set of objectives for a task: specific, measurable, achievable, realistic, time-related. K
SMP - Statutory maternity pay L
SOCRATES - Point of sale and customer registration computer system.
M
SOG - Specsavers Optical Group
SOG loan - A loan from Specsavers Optical Group. These are usually funds that are lent to the store when it opens
N
and is interest-free for the first year.
O
SOGRA loan - After a year, if an SOG loan is still outstanding it may be reassigned to become a SOGRA loan. This
must be paid back every month and will have interest applied. P
Spam - Unsolicited emails that you may receive with subjects such as: ‘Win an iPOD!’, ‘Reverse the aging process!’ Q
and so on.
SPD - Sales per dispense R
Sph - Sphere S
SPT - Sales per test
T
SPx - Glasses (spectacles)
SSP - Statutory sick pay
U
SSUG - Store systems user group V
ST - Sight test (part of a Specsavers eye test)
W
STO - A sight (eye) test only appointment
X
Straight line basis – The method of applying capital allowances to a fixed asset. In Ireland the allowance applied
is based on the total cost of the asset, which is reduced by equal amounts each year over its useful life. Y
STSP - Store-to-store protocol
0-9
56Glossary
S
A
B
C
D
SV - Single vision or shared venture
SVP - Shared venture practice or partner E
SWOT - Strengths, weaknesses, opportunities and threats F
SWOTY - Spectacle wearer of the year
G
H
T
I
J
K
L
Tax provision - The estimated amount of Corporation tax included in the financial statements. This figure is
determined at the year-end planning stage; however the final liability cannot be verified until the annual M
Corporation tax return is submitted
N
Taxable profit - This figure is produced by applying various tax adjustments to the profit before tax, in line with
regulations determined by the Revenue. The Corporation tax liability is calculated based on this figure. O
TB - Trial balance
P
TDR - Test dispense record
Territory - ’Catchment area’
Q
Time out - This occurs when a requested web page does not load within a specific period of time. R
Titan - Titanium
S
TNA - Training needs analysis
T
Triple - Three companies in store structure
TR - Test record U
TS - Trading standards V
W
X
Y
0-9
57Glossary
U
A
B
C
Upload - Sending a file from your computer to the internet or another computer.
D
URL - Universal resource locator. The address of a website E
USC - Universal social charge. This Ireland tax replaced both the income levy and the health levy. USC is applied at
F
a minimum rate of 2% if your gross annual income is over €10,036 per year.
G
H
V K
I
J
V/A - Visual acuity L
V/F - Varifocals M
VAT - Value-added tax. VAT is an EU system and is governed by EU law. Each country has the ability to set VAT
rates as they desire but the main principles of VAT are similar throughout the EU.
N
VDTM - Virtual dispensing toolbox measuring; the software tool used for the Precision care initiative. O
VDU - Visual display unit
P
Virus - Small programs that can affect the health of your computer.
Q
VO - Video otoscopy.
R
S
T
U
V
W
X
Y
0-9
58Glossary
W
A
B
C
D
WAN - Wide area network. Several local area networks (LANs) connected together: see above.
W/C - Week commencing E
WDU - Window display unit F
W/E - Week ending
G
WHT - In Ireland, professional services Withholding Tax (WHT) applies to payments made by certain public bodies
for professional services provided to them, such as eye tests. The rate of WHT is equal to the standard rate of H
income tax: 20%
WOPEC - Wales Optometric Postgraduate Education Centre (part of the Cardiff University School of Optometry).
I
WT - Winning team (store colleagues magazine) J
K
X
L
M
N
O
XBRL - extensible business reporting language, which is becoming the world standard for submitting accounts
and corporation tax returns. P
Q
Y
R
S
T
U
Y/E - Year end
V
YTD - Year-to-date
. W
X
Y
0-9
59Glossary
0-9
A
B
C
8 graphic - Poster that fits in wall or cupboard-mounted frames. The frame dimensions are 1550 x 510mm.
D
38 graphic - Poster that fits in wall-mounted frames E
. F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
0-9
60Departmental Contact Details
Business Development Managers Connect Search: Business Development Team
Contact Centre Connect Search: Contact Centre
Tel: 0345 2020241
Customer Care Team Email: gg.customercare@specsavers.com
Tel: 01159 330506
Emergency & Property Repairs Connect Search: Emergency Contacts
Tel: Telephone 01481 233773
Finance Customer Response Team Email: gg.fcr@specsavers.com
Tel: 01159 330730
Health & Safety Hub Access Connect Search: The Health and Safety Hub
Health & Safety Incident Line Audiology Only Santia 02920 266296
Tel: 0845 6048803
HR Advice Line Email: uk.hradviceline@specsavers.com
Optics 0845 6044935
Audiology 01489 862080
Information Technology Home Visits 01489 862361
Email: uk.itsd@specsavers.com
Email: gg.insurance@specsavers.com
Insurance Connect Search: Insurance Department
Legal Email: gg.legalresource@specsavers.com
61Departmental Contact Details
Tel: 01481 213397
Marketing Email: askmarketing@specsavers.com
Marketing Guides Connect Search: Specslink
Ophthalmic Lenses, Contact Lenses & Connect Search: Purchasing and Suppliers
Solutions Suppliers
Tel: 08452410200
Partner Support Consultants Email: psc@specsavers.com
Tel: 01481 232303
Payroll Email: gg.payrollcs@specsavers.com
Support Portals Connect Search: Portals
Tel: 01159 330500
Product Email: askproduct@specsavers.com
Tel: 01566 771888
Recruitment Email: uk.recruitment@specsavers.com
62You can also read
