The first Jasons Deli opened at MBLM in December 2018. Within two months, the store broke even. And in the third month, they were making profits.
The fully self-service checkout system not only improved the customer turnaround time by 50 percent but also staff productivity – thus making better use of its lean team.
A full self-service store, Jasons Deli has a “fast lane” near to the checkout counters for shoppers who simply want to grab and go, as well as a “slow lane” for those who prefer to browse and discover items. Photo provided by Dairy Farm Group.
“Even after the opening, new insights from customers helped us to fine-tune the range of products and even store layout,” says Store Manager Susanto. As a result, the store’s year-end performance for 2019 saw a 30 percent sales growth in the third quarter over the first quarter, and 10 percent above sales budget in the second-half of the year.
The concept became a blueprint for subsequent smaller stores. In the span of 12 months, Jasons Deli opened two new outlets at Marina Bay Sands and ION Orchard.
For the pioneering team, the results are heartening. Fong Yoon Chyi, a Marketing Manager who was involved in all three store openings, says, “Those of us who were part of this project understand the DT process so if we’re involved in future stores, we can champion this approach.”
Guided by DT principles and values, the team found creative solutions to tackle space constraints, staff shortage and reduced basket size. Zi Huan Wee, Managing Director of Savant Degrees, says “the outcome could have been very different if the insights had taken us down a different path – it was all driven by putting the customer first.”