UNDERSTANDING PANTALOONS STANDARD OPERATING PROCEDURES

1. UNDERSTANDING
PANTALOONS STANDARD OPERATING
PROCEDURES

2. NAMASTE!
TOGETHER LETS SAY…

3. LETS DISCUSS
The dabbawalas of Mumbai

4. THE IMPORTANCE OF SOP
• Standard Operating Procedures (SOPs) are the backbone of every retail operation
• SOPs direct the daily activities of a store and ensures business activities are
conducted in a consistent predictable way and nothing is left to chance
• Pantaloons retail operations are spread into multiple states & cities. SOPs are the
common thread that bind all stores into a single entity & ensure consistent
Pantaloons shopping experience.
STANDARDISED OPERATIONS ENSURE CUSTOMER
HAPPINESS, WHICH IS KEY TO YOUR SUCCESS

5. SHIFT BEGINS
• Store entry
• Enter details in attendance register
• Swipe ID card for attendance
• Change into uniform
• Attend Morning meeting
• Update the goal book

6. PUNCTUALITY & APPEARANCE
How important do you think
it is to be punctual?
If you are late you would be ill
prepared to handle the day
ahead
How should you appear?
 Professional
 In uniform
 Clean, tidy, hygienic
 Well spoken and well
behaved

7. SOP FOR STORE ENTRY
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8. ENSURE SECTION READINESS
• Cleanliness & hygiene
• Section replenishment
• Warehouse stock management
• Tagging standards
• Display as per SDM

9. WHY CLEANLINESS & HYGIENE?
How would you feel about
dirty floor and messy
shelves?
 Dirty is off-putting
 ‘Messy’ makes for a bad
shopping experience
 Unhygienic may cause the
customer to never come
back
Lost incentives & Unhappy You
Unhappy customer & Lost Sales
Dirty & Unhygienic
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10. HOW TO ENSURE CLEANLINESS & HYGIENE
 Ensure that the floor is
clean & no dirt or debris
are present
 Ensure there is no bad odor
 Ensure there is no carton/
crate on the floor
 Ensure that the shelves,
fixtures and the walls are
clean
 Get the help of
housekeeping if required

11. SOP FOR CLEANLINESS & VM STANDARDS
• a

12. SOP FOR CLEANLINESS & HYGIENE – GUIDE
• Magic box open and put plastic bag
• Feather duster clean top shelf
• Housekeeping shifts fixture and cleans the floor
• Trial room check
– No hangers
– No clothes
– Puffy
– Hooks available
– Latch working
– Mannequin podium is clean

13. WHY REPLENISH THE SECTION REGULARLY?
How would you feel about
empty shelves/ fixtures in
a store?
 Empty shelves mean ‘less to
choose from’
 Empty section might be
interpreted as ‘store does
not have enough to offer’
 Empty looks visually
unappealing
Lost incentives & Unhappy You
Loss of sales and profit for store
Empty section
Photo - Place Holder

14. HOW TO ENSURE WELL STOCKED SECTION
 Ensure that the shelves &
fixtures are stocked with
appropriate products
 Periodically check the
section for stock
replenishment. It must be
done at least twice, once by
1 pm & before 5 pm
 2nd shift staff must set up
the section during closing,
to ensure readiness for the
next day
 Get the required stock from
warehouse

15. SOP FOR SECTION REPLENISHMENT
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16. WHY MANAGE STOCK IN WAREHOUSE?
What do you think would
happen if the stock in the
warehouse was not
managed properly?
 Difficulty in finding right
stock at right time
 Shelf replenishment would
take time
 Stock mismanagement
Lost sales, Lost incentives & Unhappy You
Wastage of time & stock mismanagement
Ill managed warehouse
Photo - Place Holder

17. ENSURING A WELL MANAGED WAREHOUSE
 Segregate the products by
categories
 Ensure season-wise & brand-
wise segregation of stocks in
warehouse
 Separate the products
without tags/ with wrong
tagging to be dealt with later
 Store the products in
polybags and stack them
properly on racks
 Label the racks properly as
per standards
Photo - Place Holder

18. SOP FOR WAREHOUSE MANAGEMENT
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19. WHY TAG THE MERCHANDISE?
Why do we need to tag
merchandise?
 May result in pilferage
How to manage tagging?
 Segregate untagged/
wrongly tagged merchandise
 Use your lean period
during shift, to tag as per
standards
 Strictly follow tagging
standards
Lost incentives & Unhappy You
Pilferage resulting in loss for store
Untagged/ Wrongly tagged products
Photo - Place Holder

20. TAGGING STANDARDS
Types of tags used are:
 Hard tags
 Soft tags
 String tags
Tagging standards are specific
to the types of product. When
tagging a specific type of
product the points to keep in
mind are:
 Type of tag to use
 Placement of tag
 Handling of the SKU that
has multiple elements, e.g.
trousers with belt
Photo - Place Holder

21. TAGGING GUIDELINES
• a

23. “NIYANTRAN” PRINCIPLE…
HHT
DISTRIBUTION
•3 – 6 HHT distributed to stores , on stock holding logic at every store
•HHTs mapped even to the new stores , opening in Dec’16
•70 stores planned to be rolled out nationally , before EOSS – Dec ‘ 16
BRAND
CATEGORISATION
•Brands classified in A , B , C categories basis their shrinkage contribution
• Frequency of A : 3 times , B : 2 times , C : 1 time in every FY
•Stock takes will continue to happen at stores , but at a reduced frequency
SCHEDULING
•Scheduling will be done by the Zonal PI champion monthly, Monday to Friday cycle
• PI Black Out dates are shared , and will accordingly influence scheduling
•Eventually will move to a Uniform PI cycle : Nationally same brand principle

24. GUIDELINES…
* Store Manager / ABM gets an auto email of the schedule created on Monday , for Monday to Friday of next
week
* Store manager downloads the schedule from portal and shares the same with the store team
* Department Manager ensures that the PI starts daily by 08:30AM and ends before 12:00 PM
* Proper brand stock segregation on the floor and backstore
* Location mapping to be done on floor racks , shelves and cartons in backstore
* Price tags and barcodes to be available to every merchandise
* Control sheets for global count and scanned count are printed and handed over to the FA
* Identifying the defectives , without barcode stocks , not a part of system stocks , manual bill not settled , stocks
out on gatepass
* A day prior , Cross DM with FA to login in WIFI mode and input the global count of every location and sync
the data to portal
* In morning ,Same Brand DM needs to login in HHT and download the masters and the locationwise global
count
* Team of FA to scan every piece in the location and sync the scanned count to the portal
* Pending Manuals, Invalid, unidentified-WBC found needs to be uploaded in XLS/XLSX format as an
adjustment in system
* Confirm that all the data of scanned locations are available in portal and marches with global count , check
exceptions
*Store Manager/ Duty Manager to check , question the DM and verify the PI hygiene before clicking on
SUBMIT
* No changes are allowed at store / ZO / HO levels , once the SUBMIT is clicked by the Store Admin Id
* After final submit the variance report will be auto-generated , auto emailed to all ABMS / ZBH / HO Process
Owners
* Data would be posted in the system an inventory would be corrected in SAP

25. Attention Please… Pre Launch briefing to Store team
* Ensure full Wi-Fi signal is available before download masters and upload the Global and Scanned counts.
* HHTs are optimally charged , before beginning the scanning exercise
* FA are given unique user id and passwords , before beginning the scanning exercise
* Supervisor Id is not shared and is used only to close the exceptions , not scanning
* Ensure that the study is activated before beginning the global count at the store
* Only data download and upload requires Wi-Fi mode , rest activity happens in OFFLINE mode only
* 3 different beeps heard in HHT : SAVE , SCANNED VALID BARCODE, SCANNED INVALID BARCODE
GLOBAL COUNT EXCEPTIONS :
* Global count entered by same user again of same location before data push,it shall ask "do you want to overwrite“
* Global count entered by same user again of same location after data push -In portal it will prompt for deletion of duplicate
* Global count entered by 2 different users (different HHTs) of same location -In portal it will prompt for deletion of duplicate
SCANNING COUNT EXCEPTIONS :
* Allowed : Scan/enter the location number which was not part of the "global count" entry
* Clear location : To be used , incase of wrong scans and the location has to be deleted
* Undo Last Item : Clear the last activity done in HHT (deletion of last count or last article scanned)
* Scanning of same location with same user ID even with different HHT (before or after data push) will append the scanned
quantity in the portal
* Scanning of same location with 2 different user ID / HHT ,In portal it will ask to delete the duplicate inportal
* Manual Barcode : Enter the barcode not scannable manually in the HHT
* WBC : Incase the barcode cannot be identified during scanning , enter the count ( EAN to be uploaded in adjustments)
* Not allowed : More than 5 consecutive scans of a EAN
* Multiple entry for single EAN is allowed

26. CLUSTER CHAMPIONS TO ENSURE
• The process document is thoroughly read and understood
– PI – location barcode printing
– Annexures are updated to ensure store hygiene
– Hands on for HHT – Global Count , Scanning , Exception handling
– Hands on Portal – Adjustment upload , Verifying missed locations , Submit counts
– FAQs of the store
• Ensure the Pre – Launch checklist is verified atleast a day prior to
launch
– Checklist captures WiFi installation , Portal and HHT activations , Exception
handling etc
• Call to logged in SAMPARK for any issues in Niyantran (PICS)

27. WHY HAVE A STANDARDIZED DISPLAY?
Why is a standardized and
attractive display
important?
 To ensure that all the
Pantaloons stores look the
same
 To ensure that the store
looks appealing. Attractive
‘sells’
 Well arranged products
make for a better shopping
experience & happy
customers
Better incentives & Happy You
Achieving sales targets
Attractive, standard display
Photo - Place Holder

28. MAINTAINING VM STANDARDS
 Ensure there are no plastics/
packages left littered around
 Follow the display
guidelines provided
 Ensure the styles are not
mixed and displayed
correctly
 Ensure that the labels,
signages, offer
communication etc. are
placed correctly
 Ensure the garments are
neat and ironed
Photo - Place Holder

29. IRONING STANDARDS
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30. FOLDING STANDARDS
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31. T-ARM
STRAIGHT ARM
STEP ARM
WATER FALL
WALL FIXTURES
7 pieces (1 option) 6 pieces each (2 options)
6 pieces each (2 options)
9 pieces (3 options)
** All fixture capacity nos. will vary with respect to different worlds & brands

32. METAL SHELF
PIGEON HOLE
WOODEN SHELF
WALL FIXTURES
2 options 2 options

33. I BROWSER
TWO WAY BROWSER
FLOOR FIXTURES
8 WAY BROWSER 12 WAY BROWSER
I BROWSER I BROWSER
8 pieces/ option(4 options) 120- 160pieces (24 – 32 options) 8 pieces per option(4
options)
8 pieces (7 options)

34. FLOOR FIXTURES
12 WAY BROWSER
8 pieces per option(4 options)
TRIAL ROOM BROWSER
C- BROWSER

35. FLOOR FIXTURES – TYPES OF NESTING TABLE
24 pieces per option
24 pieces per option 12 pieces per option

36. SIGNAGES
PROMOTIONAL
FIXTURE
COMMUNICATION –A3
 Large in size
 Mostly used in core plus
products without power
pricing
 Ease to give information to
customer

37. SIGNAGES
INFORMATIONAL
FIXTURE
COMMUNICATION –A3
 Product specific communication
 Placed on step arm to inform about
product pricing feature
 Identify service and service policy
 Exchange policy, Green card loyalty
program, gift card

38. SIGNAGES
GENERIC
FIXTURE COMMUNICATION –
Lectern/Ticketing
Dangler
Shelf Talker
Fit communication
Communicates brand and price of mannequin
merchandise

39. SIGNAGES – FIXTURE COMMUNICATION
PRODUCT DRIVERS
 To educate customer on latest
trend
 Display the MC is mandatory on
A2 board
FASHION
Important for volume drivers
Informs fashion term
through attractive price in
A5 browser
 Communicate value and
affordability of fashion product
 Helps increase basket size
A 5

40. • Customer service
• Selling
• Product knowledge
CUSTOMER SERVICE & SELLING

41. CUSTOMER SERVICE
 Customer delight is key to
business growth & a
profitable business is key to
your success
 Greet with Namaste
 Apart from strong customer
service, few of the customer
interaction points you need
to understand are:
 Exchange & return
 Alteration
 Gift wrap
 Shoplifting
 Unclaimed baggage
 Customer feedback &
Pantaloons Green Card
Photo - Place Holder

42. CUSTOMER INTERACTION POINTS (1/2)
Exchange & Return
 Cue: Customer wishes to exchange / return of a purchase and requests information / help
 You: Request them to visit the Customer Service Desk for the same and point them in the
right direction
Alteration
 Cue: Customer requests for alteration of a garment purchased from store
 You: Request them to visit the Alteration Desk for the same and point them in the right
direction
Gift wrap
 Cue: Customer wishes to gift wrap an item purchased at store
 You: Request them to visit the Gift Wrapping Desk for the same and point them in the right
direction

43. CUSTOMER INTERACTION POINTS (2/2)
Shoplifting
 Cue: Shoplifting by customer is suspected
 You: Inform the duty manager. DO NOT confront the customer
Unclaimed baggage
 Cue: Unclaimed baggage is found in store
 You: Handover to the duty manager for further action
Customer feedback & Pantaloons Green Card
 Cue: Customer has a feedback
 You: Request the customer to fill up the feedback on Mission Happiness machine and point
them in the right direction at the cash till
 Pantaloons Green Card: Encourage customers to enroll onto PBGC by telling them about
the benefits, at appropriate point while assisting the customer

44. PRODUCT KNOWLEDGE
 Product knowledge is key
to sales & a profitable
business is key to your
success
 You would be learning more
about the product in a
dedicated session
WOMEN MEN
KIDS PLUS SIZED PEOPLE

45. FIT FOR FIVE
It is extremely important to be well prepared by 5 pm. Adhere to
following to ensure readiness:
• Presence of all staff on floor
• Well maintained customer entrance & the baggage counter
• Trial rooms cleaned and maintained as per platinum standards & clear of
merchandise. Trial policy being followed & merchandise from trial room
going back to the floor on an hourly basis
• Clean floor & cashiering area. Queue manager available
• All cashiers greeting, communicating with & thanking the customers
• Carry bags, bill rolls & float cash available for 2nd shift
• CSD checklist updated & exchanges taken to floor
• Clean store with lights and AC in working condition
• Shelves and fixtures replenished
• Shop floor readiness fit for 5
• No staff should be in back room after 5.30 pm, they should
all be on floor

46. • Check trial rooms
• Ensure section readiness at closing
• Punch the out time
SHIFT ENDS

47. END OF THE SHIFT
How important do you think
it is to check trial rooms?
 Check for merchandise to
ensure that
 Trial rooms are tidy
 There is no damage to
merchandise
 No merchandise is misplaced
 Check for left behind
baggage
Why ensure section
readiness at store closing?
So that the section is ready for
business the next day

48. • Customer service
• Selling
• Product knowledge
• Cleanliness & hygiene
• Section replenishment
• Warehouse stock management
• Tagging standards
• Display as per MPM
YOUR DAY AT
PANTALOONS
• Store entry
• Enter details in attendance register
• Swipe ID card for attendance
• Change into uniform
• Attend Morning meeting
• Update the goal book
• Check trial rooms
• Ensure section
readiness at closing
• Punch the out time

49. • Customer service
• Selling
• Product knowledge
• Cleanliness & hygiene
• Section replenishment
• Warehouse stock management
• Tagging standards
• Display as per MPM
YOUR DAY AT
PANTALOONS
• Store entry
• Enter details in attendance register
• Swipe ID card for attendance
• Change into uniform
• Attend Morning meeting
• Update the goal book
• Check trial rooms
• Ensure section
readiness at closing
• Punch the out time
While your shift
begins at work, one
should always be
equipped with
knowledge on
Safety Standards

50. EHS & ROAD SAFETY POLICY

51. Do You Know the Fire Systems available in your premises
Smoke Detectors
Fire Extinguishers

52. Let’s Learn How to Operate Fire Extinguishers
Most fire extinguishers operate using the following
P.A.S.S. technique:
I. PULL- Pull the pin. This will also break the tamper seal.
II. AIM -Aim low, pointing the extinguisher nozzle (or its horn or
hose) at the base of the fire. NOTE: Do not touch the plastic
discharge horn on CO2 extinguishers, it gets very cold and may
damage skin.
III. SQUEEZE- Squeeze the handle to release the extinguishing
agent.
IV. SWEEP- Sweep from side to side at the base of the fire until it
appears to be out. Watch the area. If the fire re-ignites, repeat
steps 2 - 4. Fire Extinguisher

53. TYPES OF HAZARDS / RISKS IN RETAIL
Fire
Stampede
Electric shock
Cut, scratch
Fall of object
Medical
emergency
Slip, Trip, Fall
Suffocation
Electric shut down
Legal
Violence
Natural Calamity
Hit by/Hit Against
Burn Injury

54. Incident Reporting Protocol for PFRL
 All incidences are to be reported to your respective Managers/ Safety Spocs, no matter whether
it’s an Unsafe Act, Unsafe Condition, Near Miss, First Aid Case, Minor Fire/explosion, Major
Fire/Explosion, Property Damage, Medical Treatment Case, Lost Time Case, Serious Incidence
and or Permanent Total Disability or Fatality.
 All the incidences have to be reported no matter whether it’s ‘On the Job’ or ‘Off the Job’. While
occurred during vacation, leave, commuting to and from the workplace or during Office working
hours.
I. Unsafe Acts: Actions that will lead to potential injury, loss of time or property damage.
II. Unsafe Condition: A hazardous physical condition or circumstance which could directly permit the
occurrence of an incident.
III. Near-Miss: An incident that did not result in but could have reasonably resulted in undesirable
consequences to personnel (injury/illness) and/or to the assets (damage/loss) or to the neighboring
community and environment.
IV. First Aid Case/Injury: A First Aid Injury is recorded when first aid treatment is required as a result of a
work-related injury/activity.

55. Incident Reporting Protocol Contd…
V. Lost Time Case/Lost Workdays Case (LWC): A lost time injury or work day case is any work
related injury or illness or adverse health condition or exposure which renders the injured person
(employee or contractor) temporarily unable to attend next scheduled work shift after the day on
which injury occurred.
VI. Restricted Work Day Case or Medical Treatment Case: A Restricted Work Day Case or Medical
Treatment Case are not LWC, provided that the person can return to work within his/her normal
working day and assigned any job /duty other than his normal work schedule as a result of an injury.
VII. Medical Treatment Case: Any work-related injury/activity that involves neither lost workdays nor
restricted workdays but which requires treatment by a physician, company nurse/doctor or other
medical specialist. Medical Treatment does not include first aid even if a physician or registered
professional person provides this.

56. Do’s & Don’ts of Safety Standards
Do’s
1. Always Wear a Helmet while riding a Bike.
2. Always wear a Seat Belt while driving a car.
3. Always follow traffic rules.
4. Know location of the First Aid Box in your premises/store
5. Know Emergency Exit routes.
6. Know Fire Extinguisher Locations in your facility
7. Know Emergency Contact numbers i.e. Nearest Fire Station, Hospital, Police station.
8. Know the Disaster Management team for your facility
9. Report Tape joints, loose wires, hanging wires, temporary lightings, hanging bulbs if
anywhere in the facility.
10. Report all incidences as per PFRL Incidence protocol.
Don’ts
1. Never block Emergency Exits.
2. Do not Enter in Electrical, Server and Cash rooms unless authorized to do so.

57. ABG Code Red
The ABG Group’s unique employee emergency program is -“ABG Code Red”.
Objective of this program : To ensure that our employees receive best-in-class services in case of an
emergency
The ABG Code Red will connect you, to the ABG Code Red Helpdesk as well as the Emergency (ICE)
‘Guardians’ identified by you.
The “ABG Code Red” app is also available on ios and Android phones.
Please keep your profile details updated as this directly effects the team’s ability to assist you.

58. Remember In-case of Medical Emergency

59. Road Safety Code Of Conduct

60. FLOOR WALK
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