Retail Store Operations Brief-Research

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Every time you enter a retail store, your shopping experience has been extensively planned, from the items you see for sale to the layout and design of the store. Many times these decisions are made by someone working in retail operations, or the area of retail concerned with the day-to-day functions of stores

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Retail Store Operations Brief-Research

  1. 1. RETAIL STORE OPERATIONS BRIEF RESEARCH AMIT GARG RETAIL FUNCTIONAL CONSULTANT 1
  2. 2. Contents Created By Amit Garg 2  Store Operational Blueprint  Store Operation -Business Process
  3. 3. Store Operational Blueprint Store operation is about executing the strategies and policies of the retail Created By Amit Garg business at the store level on a day to day basis. 3
  4. 4. Store Operation Structure & Users  Store Associates  Cashier  Floor Manager  Department Manager  Store Managers  District Managers  Regional Managers  VP/GM Operations  Head Operations  Ops Trainers  Store HR & Admin  Store Planners  Store Visual Merchandiser  Store Loss Preventions  Project Manager  Store Analysts  Store Auditors 4 Created By Amit Garg VP Store Operations Store Management Inventory Management Store Administration Security Loss Prevention Store Projects
  5. 5. Operation Functions  Pre Store Opening  Store Opening & Closing  Store Readiness  Store Merchandise Handling  Store Administration  Store Staffing & Scheduling  Store Security  Loss Preventions & Shrinkage  Cash Management  Customer Service  Store Audit  Store SOP  Annual Business Plan  Store Budget & Financial 5 Created By Amit Garg
  6. 6. Pre Store Opening Task  Land/estate team in finalizing the premises  Get plans and location  Scout for premises  Operation approvals  Legal team fulfills mandatory requirements  Various Licenses required  Project Team  Merchandising Team  Understand Customer requirements  Analyze buying habits  Competition study  Area of store/layout and target  Freeze Merchandise Mix  Initiate placing orders  HR  Recruit & Training 6 Created By Amit Garg
  7. 7. New Store Opening Activity Created By Amit Garg 7 Source: Retail Store Operation Book Sriram
  8. 8. Store Opening & Closing 8  Store Opening and Closing Procedures  Check List-Store Opening/Closing Created By Amit Garg
  9. 9. Store Readiness Created By Amit Garg 9  Check list for Maintenance  Check list for Housekeeping  Check list for Sales Associates/Floor Team  Merchandise Display  Expiry Dates merchandise handling  Executing Promotions on featured areas  End caps  Promotional aisle  Freestanding displays  Cash wraps  Walls  Windows  Store visual merchandising –Signage Check list( standard signage ,signage placement,POS signage, display and removal of sinages,VM fixtures)  Floor Plan & Displays
  10. 10. Store Merchandise Handling Created By Amit Garg 10  Transfer of stocks from warehouse  Receipt of stocks at store  Loading & Unloading  Delivery from vendors  Goods Return to vendor  Goods Return to warehouse (Fresh, Excess & Defective Merchandise)  Ordering from stores  Stock receiving from vendor (DSD)  Consignment Vendor Stocks (VMI)  Merchandise write off Procedure  Merchandise Location & Stacking (FEFO,FIFO)  Planograms implementation  Merchandise Replenishment & Inventory reordering
  11. 11. Store Administration Created By Amit Garg 11  Admin task related checklist  Check list for Maintenance  Check list for Housekeeping & Cleanliness  Time Keeping of staff  Staff uniform policy  Sale of scrap  Required Permission & Licenses ,renewal and compliance  Health & Safety Norms  Insurance -Building & Infrastructure, Inventory and Cash ( In store & banking)
  12. 12. Store Staffing Created By Amit Garg 12  Hiring Process-Interviews, Selection & Hiring  Staff On boarding ( Pre Medical,Refrence check, Identity card issue etc)  Job Descriptions and KRA  Employee related policies-Vacation Policy, Harassment & Discrimination Policy  Employee Benefits  Staff transfer and resignation  Staff Scheduling-Shift Timings  Staff Training-new & old  Compensation & Bonus Structure  Workload Forecasts  Employee Performance Standards & Reviews (Best Employee)  Employee entry and attendance recording  Store Employee Grooming Standards  Promoters Deployment
  13. 13. Store Security Created By Amit Garg 13  Security process checklist Security SOP for below task  Handling Legal aspects  Handling counterfeit notes  Handling Tag Beep
  14. 14. Loss Prevention & Shrinkage  Store policies and guidelines for pilferage handling  CCTV  Electronic Article Surveillance (EAS)  Loss Prevention Personnel  Locked Merchandise 14 Created By Amit Garg Pilferage & Shoplifting Anti Shoplifting Methods- Checklist
  15. 15. Cash Management Created By Amit Garg 15  Store Back Office cash procedures  Store Front End cash procedures  Cash Refunds  Double Billing/ Mistakes by cashiers  Gift Vouchers handling
  16. 16. Customer Service Created By Amit Garg 16  Stock return & exchange from customers and policy  Complaints  Sales Associate Responsibilities to Customer  Sales Associate Authority for Complaint Resolution  Special Product or Service Orders  Customer service desk –Queries answer General Product Knowledge  Enrolment of customer for Loyalty Programs  Customer Feedback  Customer Home Delivery (Delivery Appointment Process)
  17. 17. Store Audit Created By Amit Garg 17  Store Appearance  Staff  Stock audit policies  Customer service  Storage  Cleanliness  Loss prevention audit policies
  18. 18. Store Operation –Business Process AMIT GARG RETAIL FUNCTIONAL CONSULTANT Connect : amitkgarg22@rediffmail.com http://in.linkedin.com/in/amit22 Created By Amit Garg 18
  19. 19. Created By Amit Garg 19
  20. 20. Store Operation Process  Stock Inward Process -Direct Store Delivery (DSD) - From Distribution Center (DC Delivery)  Return to Vendor (RTV) - To Vendor -To DC  Loss Prevention Arrangement Review - Store policies and procedures for Security - Store policies and procedures for Surveillance of Merchandise  Floor and Shelf Management - Fixture display change (Planogram Change) Request Process - Visual Display change (Fixture Look and Feel) Request Process  Customer Returns Process - Store Sales - Return - Online Sales - Return - Catalogue Sales - Return * Return Types - Within Initial Return Policy - Defected Goods - Under Warranty - Defected Goods - Within AMC - Defected Goods - Chargeable 20 Created By Amit Garg
  21. 21. Store Operation Process  Sales of Services Process - AMC - Gift Coupons / Gift Vouchers  Promotion launch Readiness  Store opening Process  Store Closing Process  SOP Amendment Request Process - Statutory compliance and Licensing  Inter Store -Stock Transfer Process  Store Promotion initiation Process  Multichannel Order Management - Online Sale Delivery - Catalogue Sale Delivery  Price Change Process - Markdown & Regular Price Change  Store Discounts Process - Ticket level & SKU level - GV/Coupons Redemption Process  Workforce Management Process - Workforce Staffing and Scheduling - Work force Grievance -Workforce Target Allocation  Standard Operating Process  Inter Store Collaboration  Inter Store Transfer Details  DC to Store - TO Vs TI Reconciliation HO Store Collaboration SOP Sharing 21 Created By Amit Garg
  22. 22. Retail Operation Procedures Created By Amit Garg 22  Emergency Procedures  Robbery, Theft and Vandalism  Injury or Illness  Fire or Natural Disaster  Violent Customers  Evacuation Procedures  Alarms, Locks and Keys  Municipal & Government Inspections
  23. 23. Reference Research from Amit Garg 23  Internet Search  Some Books references on Retail Store Operations
  24. 24. AMIT GARG RETAIL FUNCTIONAL CONSULTANT

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