LEARNING SERVICES

ASSIGNMENT B

Submitted to:
Mrs. Samridhi Singh Rana

Submitted by:
Ramesh Adhikari
PCL-II HR

Identify the Training Needs for the ABC Store Managers selected for the 4 Retail Stores at
China.
Job Purpose of a Store Manager
The Store Manager has overall accountability for growing sales and profitability throughout the
store. The Store Manager will be responsible for the overall operation of the store, ensuring the
appropriate resource is in place and that the store is fully operational 7 days a week. The Store
Manager will ensure compliance within the store and that the store team drives Sales and KPIs.
They will lead the store team, coaching and motivating colleagues to ensure that superior
customer service is delivered.
Functional Training Needs (Knowledge)
*T A (Target Competency Level minus Actual Competency Level on a Scale of 1 10)
*Training requirement will be based on the Significant Effect of Competency on Job
Performance
Functional Training Needs (Knowledge)
No

Training
Competency

Competency Description

GAP
Analysis
(T A)

01 Accounting

A Store Manager should possess the knowledge

of basic accounting that will be used in store
management:P & L management
Break Even Analysis
02 Human
A Store manager should have comprehensive
overview of t h e H R m a n a g e m e n t f o r
Resource
s a l e s d e v e l o p m e n t . It includes:& Staff
Selection
Management
Job Rotation
Team Management
03 Marketing
A Store Manager should have complete
Mix & Sales overview of the principal variables of the
operational
marketing, adapted to the
Operation
different levels of the distribution structure.
Subsequently, the role deepens to all the
different issues related to customer relations,
tailored to the Chinese context. It Includes:Global Standards vs Local
contextualization
Trend Analysis
Store Management
Supply Chain management
Problems with Chinese custom
operations

5.5

4.5

3.5

Training
Required
If-yes
(methodology)
A week of refresher
training by subject
matter expert will
be given to gain
clarity of concepts
in these two
domains, followed
by a written
assessment.

Training on these
concepts shall be
delivered by using
case study analysis
which will help a
store manager to
understand the trend
and the past results

04 Customer
Relationship
Management

05 Reporting

A store manager should be able to focus

on the customer driven approach, which
requires the use of tools and systems
orientated to a complete multi-level customer
analysis, including purchase attitude and
techniques capable of anticipating customers
behaviours. This includes:Sales & CRM (the
relation) Customer
A StorePortfolio
Manager should be able to stress the
linkage Sales
& Post
Process data and the
between
theSales
available
successive actions which managers can carry on
this base. It Includes :Feedback
mechanism
Synthetic
Indicators
Understanding
Reports
Reprogramming

4.5

6.5

of various decisions
taken by
organizations with
in the same domain
as ABC.

Training of this
Domain shall be
done by virtual
demonstration o f
reporting
and
feedback
mechanism for
2days.

Behavioural Training Needs (Attitude)

S.
No
01

02

03

04

Training
Competency

Competency Description

Customer
Orientation

Puts the customer first when making decisions and

creates a service driven environment
A strong communicator, able to provide clear
messages, as well as having the ability to listen

Result
Orientation

Job
Knowledge
Orientation

Team
Management

Leads by example in all aspects of the role

Self-motivated and resilient
Good attention to detail
Creates short and long terms plans
Proactive and able to use initiative with a
common sense approach to solving problems
Has a fast moving can do attitude
Good understanding of a retail environment and
proactively seeks to understand competition
Aware of the business, able to spot opportunities,
mitigates risks and has a drive for great results
Considers risks and impact on brand, customer
service, sales and profit
Understands numbers and builds plans to
improve/develop performance
Understands P&L account
Drives sales through maximizing team
performance
Coaches and motivates the team to change
behaviours
Thrives on being part of a winning team and able
to motivate a team
Respects and listens to colleagues to improve
performance
Encourages all colleagues to have a can do
approach, with a desire to be the best
Positively challenges and support the team and
manages good and poor performance

GA
P
Analysi
s
(T A)
5.0

4.5

5.5

5.0

Training
Required
If-yes
To enhance this
(methodology
trait; a) store

manager will be
assigned with
multiple projects
focusing on
enhancing the
specific traits as
mentioned for
ABC electronic
retails store. It
will require them
to do assigned
tasks on the job
which will
improve their
business as well
as will help them
to learn about the
various
dimensions of
Retail Industry. It
will also create a
database of new
processes. The
type of project will
vary as per
locations assigned
for the Store
Manager.

05

Task
Management

Maintain store and staff standards, in line with

company policies, including accurate records and
integrity of reporting
Ensure adherence to Store sales and quality
processes with respect to customer availability,
standards and pricing.
Accountable for maintaining up to date knowledge
of all store operational processes and
communicating to the Sales Managers/team
where appropriate
Ensure clarity amongst store team in relation to
management expectations, sales and KPI
performance and other issues as appropriate.
Oversee the daily and weekly task management of
colleagues as appropriate and ensure HO intranet
to do list is completed daily
Ensures deliveries are managed in a timely and
effective manner with no imperfections
Ensure there is no delay or casual approach in all
Its staff members whilst performing their Job every
day.
Ensure monthly review is open and accurately
shared with each member to ensure regular
monitoring and effectiveness.

6.0

This will be one

of the most
crucial part of a
STORE
MANAGER,
training this
parameter will be
trained by
permutation
combination of
various ON & OFF
the Job training
methods. Job
rotation - Job
Enlargement will
be used as a
technique to
provide an insight
and functioning of
CHINESE Retail
Market.
Since the
economic
environment will
be a new
challenge for the
STORE
MANAGERS;
Coaching and
Mentoring will be
kept as reserves
for corrective
training
requirements.

Aforementioned competencies are the ones which were identified for the store managers in India.
Apart from these, the following are the trainings identified after assessing the gap, for the store
managers to run the stores in China.

TRAINING NEEDS REQUIRED

Understanding of the chinese economy - focusing on the retail sector

Organizational Behaviour of China

Product training in accordance to the chinese market

Understanding of the chinese visual merchandizing and inventory control
Marketing strategies and Quality standards
Basic of chinese language
Consumer Behaviour - China
Business Etiquettes - China
Corporate Ethics - China
Customer Service
Negotiation Skills
Grievances Handling

ANNUAL TRAINING PLAN - ABC STORE MANAGER - For CHINA LOCATION

Learning Objectives:

Train 4 senior store managers ABC Store India to take up store management role in
ABC China.
Understanding the Chinese economy and retail market
Train store managers to handle electronics retails in China
Chinese culture and Ethics

ANNUAL TRAINING CALANDER - ABC STORE MANAGER - CHINA LOCATION

Month

Training Modules

January

Understanding of the Chinese economy - focusing on the retail sector

February

Organizational Behaviour of China

April

Product training in accordance to the Chinese market

Understanding of the Chinese visual merchandizing and inventory control

May

Marketing strategies and Quality standards

June

Basic of Chinese language

July

Consumer Behaviour - China

March

August
September

Business Etiquettes - China

Corporate Ethics - China

October

Customer Service

November

Negotiation Skills

December

Grievance Handling

Training Programme Immediate Feedback and Effectiveness Form

Name of Programme :
Name of Trainer / facilitator :
Venue :
Please encircle the numeral that best reflects the
extent of your agreement with each statement

Date:

Strongly
Agree
Agree

A) Rate the Trainer / Facilitator

1

The Programme objectives were clearly stated

The Speaker was well prepared & well versed with

the subject.

Speaker delivered the subject well

The Speaker encouraged participation &

discussions
B) Rate the Training content
4

The training contents/ modules were appropriate

The duration (time & length ) of program was

appropriate

The flow of topics/content was in logical order

C) Rate the training arrangements

8

Training facilities & arrangement ( seating

arrangement, location etc.) was conducive for
learning
9 Training aids audio & visual , hand-outs and other
documents were appropriate
D) Rate Immediate Effectiveness of training programme
10

Learning Objectives were met

11

The confidence in ability to perform the task is

increased as a result of this programme

12

I will be able to implement the learning in day to

day work

Neutral

Disagree

Strongly
Disagree

E)

Suggestion for improvements (if any):

Training Programme Immediate Feedback Form

Participant's name :
Name of Programme :
Name of Trainer / Facilitator :
Date :
Please tick appropriate box that
reflects the extent of your
agreement with each statement
1) Course Feedback
a

Course objectives are met

Key concepts taught

Time distribution

Facilities

e Training Material
2) Faculty Feedback
a

Communication skills

Subject knowledge

Approach

Enthusiasm

Interaction / Question handling

Relevance of example used

3) Skills Learnt / Knowledge Gained

Department /COC :
Internal / External

External

Strongly
Agree

Agree

Disagree

Strongly
Disagree

Not
Applicable

Acquired highly useful skills

and/or knowledge
Can apply most of what I
b
learned today to my job
4) Course Material
a

a
b
c

Very helpful in understanding

the topic
Will be useful reference
material
Effectiveness of Visuals

5) Overall Training
a

Duration of the program

Contents of the program

Would you recommend this

training to other
Overall Rating for the
training program (please
6) tick)

Excellent

Very
Good

Any Other Comments :

Your Suggestions for Improvement of Program :

(Signature of participant)

Good

Average

Below
Average

ABC STORE TRAINING BUDGET FOR FY 12-13

S.
No
1
2
3
4
5
6

Name of the Teams

No. Of trainees

No. Of
Trainings

Training
Cost

Total Cost

Expenses
In a year

In a
month