Harris Teeter 1999 Annual Report Download - page 19

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15
1999 Annual Report
The customer service activities that we consider crit-
ical are measured regularly in every Harris Teeter store,
in each market that we serve, and we can compare our
results to our past performance and our competitors.
These measurements indicated further improvement in
1999 and showed that our customer service ranked
higher in most markets than that of our competitors. It is
our goal to provide better service than all of our com-
petitors in all Harris Teeter locations.
Pounds produced per hour is our critical yardstick to measure productivity
improvements, but we also look at conversion costs. This tells us what our total costs
are to take a product from a raw material state to a finished good at all our locations
around the world. By looking at these, we know how we stack up against our goals
and our past performance and can evaluate the individual performance of each of
our facilities.
Harris Teeter: Excellence in Customer Service
American & Efird: Sharing Best Practices Worldwide
In its first full year of operation, A&E’s customer
service center allows all functions with customer
contact to operate as a team.
Approximately 80% of Harris Teeter stores offer conven-
ient branch banking for customers, even on Sundays,
either in person or through Automated Teller Machines.
Finish winding was one of the departments
impacted this year when A&E consolidated its
dyeing and finishing operations from three to
two facilities.