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PUBLIX DELI KNOWLEDGE STUDY
GUIDE 2024 WITH COMPLETE
SOLUTION
Publix Mission - Our Mission at Publix is to be the premier quality food retailer in the world. 5 Mission Commitments - Focus on Customer Value; Intolerance of Waste; Dedication to dignity, value, and employment security; devotion to stewardship of stockholders; involvement as citizens in the community. Two Types of Customers - Internal and External Internal Customer - other associates, vendors, suppliers, drivers, and store management External Customer - customers that shop in the store: exceed the expectations prompt service, freshest product, education of customers. Customer Value - always look to add value to the role you play, carefully order and handle product to prevent out of stock product and ensure product quality Intolerance of Waste - job efficiency, controlling supply usage, preventing damages, awareness and report losses or theft, recycling Dedicated to the Dignity, Value, and Employment Security of our associates - enhancing your role, adding your value and achieving tasks quickly and efficiently and correctly adds to the security of employment Devotion to Stewardship of Stockholders - following the standards and policies maximizing your sales and profit
Involved as Responsible Citizens in our Communities - support community they are neighbors Publix Guarantee - the promise and guarantee to provide premier customer service and quality products to our customers The Publix Guarantee - " We will never knowingly disappoint you. If for any reason your purchase does not give you complete satisfaction, the full purchase price will be cheerfully refunded immediately upon request." Our Strategy from Customers stand point - causing customers to say "I always shop at my Publix" by providing premier service from friendly knowledgeable associates; convenient, clean, pleasant, and excitable shopping experience; variety of in stock product at competitive prices Deli Team Focus Statement - Providing premier service by understanding and exceeding needs, communicating the importance of training, create food safe work environment, becoming the premier quality deli retailer T.E.A.M - Together Everyone Achieves More Roles in the Deli - Deli Manager, Assistant Deli Manager, Deli Clerk, Deli Utility, Cheese Specialist, Prepared Foods Specialist Role of Manager - Responsible for total operation of deli including associates, production, profitability, and supporting deli RBU initiatives Role of Deli Clerk - assisting customer, maintaining product levels, production and sanitation, maintaining proper balances, operation and safety of equipment, packaging sale products, special orders and trays, cleaning, stocking, and answering phones 5S process - the way to keep inventory organized, creates organization, clean visual and support for the workplace
Storage of Raw Proteins - beef over pork, beef and pork over chicken Storing Backstock - Don't store in Publix crates, baskets, totes used for shipping Tag Groups - Laminated to help organize Deli product and supplies Publix and Boars Head ham - pink color tag Publix and Boars Head beef - red color tag Publix and Boars Head poultry - orange color tag Publix and Boars Head Italian products - orange color tag Boars Head cheese - orange color tag Misc meats and cheeses - purple color tag Specialty cheese, salads, and self services - black color tag Cooked prepared foods and ingredients - white color tag Sub Veggies and Fresh produce - green color tag Fresh Chicken - sand color tag Snacks - pink color tag
CALM approach - stay Cool, Apologize for problem, Listen with empathy, Make it right Product Quality - ensures great tasting, safe to eat, ensures freshness, exceeds customers expectations Maintaining Product Quality - apply date stickers, discard expired items, follow rotation practices, keeping proper temperature, remove items in the danger zone for more than 4 hours, know shelf lives Proper Workmanship - properly sliced and prepared Freshness - within shelf life Quality Packaging - wrapped properly, sealed, and undamaged Proper Labeling - description and priced Product Quality (role) - notice mold, liquids with bubbles, strong odors Product Color - changes in color Slacked Shelf Life - time between when a product was taken from the freezer and given a period of time to gradually thaw SOLO - Store On-Line Ordering system SOLO Step 1 - Review items sale history on hand held terminals SOLO Step 2 - locate order book
