Abstract
Thorntons the confectioners have recently up‐graded their shops (over 180 in the UK) to introduce the “gifting” concept, with both self‐selection of packaged items and a survery for loose chocolates and toffee. Drew Management & Associates were asked to set up a labour scheduling system for these shops, to provide adequate customer service within acceptable payroll levels. This article describes how, as a result of the project, Thorntons have been able to improve the effectiveness of their retail staff by more than 6 per cent.
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