You are on page 1of 23

1

RETAIL STORE OPERATIONS BRIEF

AMIT GARG RETAIL FUNCTIONAL CONSULTANT

Connect : amitkgarg22@rediffmail.com http://in.linkedin.com/in/amit22

Contents
2

Store Operational Blueprint Store Operation -Business Process

Created By Amit Garg

Store Operational Blueprint


3

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.

Store Operation Structure & Users


4

Store Associates Cashier Floor Manager Department Manager Store Managers District Managers Regional Managers

VP Store Operations

Store Management

Inventory Management

Store Administration

Security Loss Prevention

Store Projects

VP/GM Operations
Head Operations Ops Trainers Store HR & Admin Store Planners

Store Visual Merchandiser


Store Loss Preventions Project Manager Store Analysts Store Auditors

Created By Amit Garg

Operation Functions
5

Pre Store Opening

Store Audit

Store Opening & Closing


Store Readiness Store Merchandise Handling

Store SOP
Annual Business Plan Store Budget & Financial

Store Administration
Store Staffing & Scheduling Store Security

Loss Preventions & Shrinkage


Cash Management Customer Service
Created By Amit Garg

Pre Store Opening Task


6

Land/estate team in finalizing


the premises

Merchandising Team
Understand Customer requirements Analyze buying habits Competition study Area of store/layout and target Freeze Merchandise Mix Initiate placing orders

Get plans and location Scout for premises Operation approvals Legal team fulfills mandatory requirements

Various Licenses required


Project Team

HR
Recruit & Training

Created By Amit Garg

New Store Opening Activity


7

Created By Amit Garg

Store Opening & Closing


8

Store Opening and Closing Procedures Check List-Store Opening/Closing

Created By Amit Garg

Store Readiness
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
Created By Amit Garg

Store Merchandise Handling


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

Created By Amit Garg

Store Administration
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)
Created By Amit Garg

Store Staffing
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
Created By Amit Garg

Store Security
13

Security process checklist

Security SOP for below task

Handling Legal aspects

Handling counterfeit notes


Handling Tag Beep

Created By Amit Garg

Loss Prevention & Shrinkage


14

Pilferage & Shoplifting

Anti Shoplifting MethodsChecklist


Store policies and guidelines for pilferage handling

CCTV Electronic Article Surveillance (EAS)

Loss Prevention Personnel


Locked Merchandise

Created By Amit Garg

Cash Management
15

Store Back Office cash procedures Store Front End cash procedures Cash Refunds Double Billing/ Mistakes by cashiers Gift Vouchers handling

Created By Amit Garg

Customer Service
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)
Created By Amit Garg

Store Audit
17

Store Appearance Staff Stock audit policies

Customer service
Storage Cleanliness Loss prevention audit policies
Created By Amit Garg

Created By Amit Garg

18

Store Operation Business Process

AMIT GARG RETAIL FUNCTIONAL CONSULTANT

Connect : amitkgarg22@rediffmail.com http://in.linkedin.com/in/amit22

19

Created By Amit Garg

Store Operation Process


20

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

Created By Amit Garg

Store Operation Process


21

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

Created By Amit Garg

Retail Operation Procedures


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

Created By Amit Garg

AMIT GARG RETAIL FUNCTIONAL CONSULTANT

Connect : amitkgarg22@rediffmail.com http://in.linkedin.com/in/amit22