MIS Assignment

SERVICE BLUEPRINT OF RETAIL(SUPERMARKET) STORE

Submitted by:AKASH JOSHI 201109582

Service Blueprint of a Retail Store

Exterior of the retail stores Submission counter for baggage Basket / Trolley
Products & Other interiors danglers, lifts, wash rooms

Product display Counters

Uniform ed Sales staff

Payment Counter & Payment Slip

Purchas ed product s cover bags

Exit and product withdraw al counters

Complaint & Feedback desk / Website

Arrives at retail store

Submits his baggage to the baggage counter

Gets a pulling basket / trolley

Visits various product counters

Enquires about the products not found on shelf, etc.

Selects Products for final purchase

Pays money according to the bill

Leaves with his purchases & collects his belongings from the baggage counter.

Security guards

Counter staff

Customer Support staffs

Customer Support Staffs

cashier

Security support staffs

Inventory management Team (SCM)

Finance Department persons

Staff Trainers

SAP / ERP Security Department

CRM

Customer actions
y Arrives at the store y Submit bags/belonging to baggage counter y Gets the pulling/carrying basket y Enquires about some products y Visits various shelfs of products y Submits basket for billing y Pays bills y Takes bag from counter y Leaves out of shop

Physical evidence
y Exterior of retail store y Submission counter y Basket/trolley y Product display counters y Sales staff y Payment counter y Info desk

Onstage employee contact

y Security staff y Sales staff y Counter staff y cashier

Back stage employee contact

y Inventory/warehouse of product mngmt team y Finance and strategy dept.

Support services
y Staff training y ERP and CRM y SCM solution y Security dept. y IT dept

Suggestions for improvement

y Just in time (JIT) inventory system should be followed by

using proper IT solutions to save on inventory costs. y Customer schemes like monthly shopping card,etc can be implemented. y Staff should be trained to speak in languages spoken by people visiting the store.

The IT-Support
y ERP system for integrated management of supermarket is

essential for competetive advantage. y Transaction processing system(TPS) can be used on the sales counter. y Customer relationship mngmt(CRM) can be done using a proper IT soln.