Inefficient store cleaning and auditing.
Housekeeping checks and defending against false insurance claims were at the top of the list of challenges faced by Tesco. Housekeepers had to undergo time consuming auditing processes on paper. These were not only inefficient, but inaccurate too.
Management did not have any real-time view of the auditing and cleaning that was taking place. Paper forms would sometimes go missing, or take a long time to get back to the office. In this way, it was difficult for them to track trends and improve cleaning in their stores.
No defence against false insurance claims
Tesco faced both huge investigation costs, and payouts for insurance claims. When customers claimed they had a slip or a trip in store, there was little-to-no concrete evidence to contest this. Perhaps someone cleaned the spillage before the person claims to have fallen? It was up to claims handlers to prove this and this would be at a large cost of both time and money. Despite the investigations, in most cases, Tesco had to pay out large sums for the claims.
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