Store operation procedures followed by dune London store location- Mall of india, Noida

1. Standard Operating
Procedure

2. STORE NAME:
• Founder and Executive Chairman- Daniel Rubin
• London-based luxury footwear and accessories brand.
• Since 1992
• Came into India through partnership with Reliance Brands.
• The brand is looking at 51 per cent stake under
single-brand FDI.
• 44 standalone stores and 171 franchise stores.
• Present in 29 international destinations,
especially the Middle East.

3. GUIDELINES

4. DAILY STORE OPERATIONS
•Cleaning the Shelves/racks for dust
•Cleaning the footwear with a predetermined cleaning agent, no
other cleaning agent is to be used.
•The type of cleaning agent used depends on the material of the
shoe or bag cleaned.
•Floor of the store is thoroughly wiped and dried before the store
opens for the customers.
• Whether or not the merchandise is displayed correctly and no
harm is done to the merchandise displayed.
• Maintaining and Storing merchandise in the correct order in the
back store.

5. CASH WRAP
Cash Wrap should consist of:
1. A computer system
2. Bill printing machines
3. Two card readers of different banks
4. A secured drawer that has cash kept in different denomination.
5. Keys should be with whoever is handling the cash counter.
6. Note detecting machine.
7. Someone should always be present at the cash counter.

6. • The customer walk-in are recorded by the security guard manually
• Recorded in the register at the end of the day for future
purposes.
• Helps in analyzing the conversion rate.
• Checking on which day of the week the footfall is the highest.
• The guard also maintains the no. of times and duration an
employee leaves the store during the day.
DURING THE DAY

7. TELE CALLING
• A record of the customers is kept by asking them their contact
details during the time of billing.
• This record is used to send message or call the customer about
the new promotion and SALE.
• The executive who makes the maximum calls/messages the
fastest to meet his target or exceeds it is rewarded at the end of
the month.
•Customer with the highest purchase record, in terms of sale
amount is contacted first and is made aware of all the offers.

8. GOODS RECEIPT
•The goods are first received by the head office in Gurgugram and then sent
to the different stores according to the need of the store.
• The goods received are counted, the cartons are scanned
into the system, delivery chalan and packing slip is checked.
•In case of any discrepancies, the same is informed to the head office.
•In case the number of shoes/bags matches with the number mentioned in
the goods receipt invoice, the replenishment of
the fresh stock is carried out.
•The remaining stock is arranged in the stock room
according to style, size etc.

9. SALES
•Customers are greeted with a Hello and a smile.
•They are left to explore the store on their own.
• Moments later, they’re asked about their needs.
• Customer’s size is confirmed.
• Various alternatives in the same style are made aware of.
• Help the customer in trying on the merchandise.
• Executive tries to cross sell or pair the shoes with a matching bag or
vice versa.
• The customer is asked if they wish to buy some more merchandise for
their dear and near.
• Sales is closed by the sales executive.
• the customer is made aware about the after sales services.
• Accompany the customer with the merchandise selected to the
counter.
• Get the billing done.

10. BILLING
• Software: R-Pro (Also for inventory exchange)
• 2 card Reading machines for card payment
• 1 printer
• 2 PCs on the counter
• The customer’s phone no. is fed into the system to see their details
and if she/he is a new customer, his/her details are added to the
system.
• The customers is made aware about the total cost of the
Merchandise.
• Asked about the preferred mode of payment.
• Card is swiped on the machine and the customer is asked to feed in
the PIN OR cash is accepted.

11. • The receipt of the Card swipe machine is signed by the
customer and attached with the final bill and one copy is kept for
the store’s record.
• The bill and receipt is stamped by the Cashier
• Bill contains Bill no., TIN no., date, time, total, VAT , taxes T&Cs
etc.

12. PETTY CASH
•The store is provided Rs. 2000 Petty cash on a general basis.
•The petty cash needs to be spent on the miscellaneous
expenses, Refreshment, Courier charges, stationery etc.
•The receipts of all the expenses of petty cash needs to be kept
properly with record.

13. DISPLAY
• No window
• Open entry, No gate
• Display changed every week (on Monday)
• Merchandise displayed in a ‘W’formation
• Shoes stuck on the ceiling for added effects.
• Merchandise only displayed on shelves and racks, no window
displays.
• No hard tags.
• No detectors at the exit, security guard and staff is responsible for
controlling shrinkage.

14. AFTER SALES SERVICES
• Lifetime repair of merchandise.
• Returned product is sent to the main warehouse.
• No credit notice is issues, the customer is asked to take some
other merchandise of the same price or of more and pay the
difference.

15. OPENING PROCESS
• Two staff members carry duplicate keys for the store
• Opening is done by any staff member under the presence of a
security guard in the morning.
• Entering the System Password
• RPRo  Login : Username : Not revealed
Password : Not revealed
• Tools :
1. R-PRO Db
Fill the opening check list.

16. CHECK LIST

18. TRIP PROCESS
 Trip process is when a store sends some required merchandise to the
warehouse or other stores for the replenishment of the respected
merchandise.
 This process is comparatively long with respect to the other
processes.

19.  Open SAP
1. SAP Logon : user : p50013515 pass : 1234
2. Search
IN/rges/tms  Transactions  Regular trip  Create
3. Enter the store code in the planning section which is 0000
4. Transaction details
5. Trans type  PRI (Primary)
6. Deliver type  PD03 (Primary interstore)
7. Transportation group  D (Dry)
8. Product category  App (Ready made garment)
9. Mode of transport  CI (express road)
10. Then press enter.

20. PIS POSTING
1. Sap  Login  User: abc0000
2. Search  zcoln  site : 0000
3. PIS acknowledgement date
4. Post PIS
5. Note down the document posted number.

21. CLOSING PROCESS
 Closing process is when the store is closed and the team
calculates the amount which they have received in there daily
sales.
 The store is closed at 2200 hrs for the customers.
 This process is the most time consuming process and requires
well knowledge of the software used in Dune London which are
RPRO and SAP.

22. CHECK LIST

23. Close RPRO from all the systems except the main system.
1. X out  Remove cashier name and check date  Run
 Print
2. Count cash
3. Count card transaction slips
4. Settlement of the edc machine.

24. 2. Z out  Remove cashier name  Run  Enter denominations of
cash  Print 2 copies.
3. DSR(scheduling tool)  Fill all the columns in green  Actual
sales, Discount units, Transaction, Number of visitors (male and
females separate), Cash, Card (VISA, MASTER, AMEX) 
Count multis from RPRO  Take unit sold from Associate
Performance Report.

25. For Associate Performance Report :
RPRO  Analysis  Summaries  Associate
performance report  Ok
4 Polling :
Tools  Poling  Stations  Process out 
Exchange
All values must be zero. If received file do process
in the process cut.

26. 5. DSS
Login  User id : abc-000
Pass : gurugram123
Brand store manager  Enter daily footfall 
Calculate and Save.
6. PIS
Sap log on  userp0000
Search z store
Collection : Day in slip  Site : 0000  Reason code : 01
 Generate scroll no. (y)  Select, generate PIS no. (x) 
Select, print PIS  Enter denominations, print 2 copy.

27. 7. Sales message.
8 . Send mail to business heads.
9. Turn off PC.
10. Fill the closing checklist