Case Study

Dixons Carphone

International Staff Productivity Improvement.

Dixons Carphone

International Staff Productivity Improvement for Dixons Carphone.

Dixons Carphone required a store infrastructure that would support future growth rates and solve current operational issues such as long transaction times, poor queue management and high levels of out of stocks.


Dixons Carphone engaged Javelin Group to review store operations in the UK, Spain and France with the objective of improving staff productivity, reducing non-customer facing tasks and improving customer service levels.


A multi-faceted approach was adopted involving interviews, buddying, and the self-recording of tasks and activities via a web portal.

Key activities included:

  • Analysis of customer flow rates across the day and week.
  • Calculation of customer abandon rates from queues.
  • Identification of reasons for non purchase.
  • Audit of stock availability levels.
  • In-depth colleague observations.
  • Detailed time and motion study on tasks and activities.
  • Capture of major processes.
  • Review of staff selling and service skills.

Major benefits were realised such as:

  • Reduction in transaction times.
  • Improved stock availability.
  • Selling and service skills improvement.
  • Staff productivity improvement.
  • Reduction in abandon rates through improved queue management.

…very thorough review of our branch operations delivered a huge volume of valuable findings. Using a very effective method to map and measure our in-branch processes and time/resource allocations, the team discovered many millions of pounds-worth of incremental contribution potential.
Andrew Pinnington, COO, Dixons Carphone.

Find out more about Javelin Group’s Operations service line.

Contact  Will

Contact Practice Director

Will Treasure

Director, Operations

Will Treasure runs our Operations strategy practice. He has designed and implemented operational solutions over the last 20 years for more than 100 retailers, brands and B2Bs, plus several luxury clients. Prior to Javelin Group, Will built and ran Iceland Group’s home delivery service, growing a business from start-up to £160m annual sales in 12 months. Will is a graduate of the University of Oxford with a starred first in Engineering, Economics and Management and is based in London.