Every time you enter a retail store, your shopping experience has been extensively planned, from the items you see for sale to the layout and design of the store. Many times these decisions are made by someone working in retail operations, or the area of retail concerned with the day-to-day functions of stores
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Store Operational Blueprint
Store Operation -Business
Process
3. Store Operational Blueprint
Store operation is about executing the strategies and policies of the retail
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business at the store level on a day to day basis.
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4. Store Operation Structure & Users
Store Associates
Cashier
Floor Manager
Department Manager
Store Managers
District Managers
Regional Managers
VP/GM Operations
Head Operations
Ops Trainers
Store HR & Admin
Store Planners
Store Visual Merchandiser
Store Loss Preventions
Project Manager
Store Analysts
Store Auditors
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VP Store
Operations
Store
Management
Inventory
Management
Store
Administration
Security Loss
Prevention
Store
Projects
5. Operation Functions
Pre Store Opening
Store Opening & Closing
Store Readiness
Store Merchandise Handling
Store Administration
Store Staffing & Scheduling
Store Security
Loss Preventions & Shrinkage
Cash Management
Customer Service
Store Audit
Store SOP
Annual Business Plan
Store Budget & Financial
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6. Pre Store Opening Task
Land/estate team in
finalizing the premises
Get plans and location
Scout for premises
Operation approvals
Legal team fulfills mandatory
requirements
Various Licenses required
Project Team
Merchandising Team
Understand Customer
requirements
Analyze buying habits
Competition study
Area of store/layout and target
Freeze Merchandise Mix
Initiate placing orders
HR
Recruit & Training
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7. New Store Opening Activity
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Source: Retail Store Operation Book Sriram
8. Store Opening & Closing
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Store Opening and Closing Procedures
Check List-Store Opening/Closing
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9. Store Readiness
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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
10. Store Merchandise Handling
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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
11. Store Administration
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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)
12. Store Staffing
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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
13. Store Security
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Security process checklist
Security SOP for below task
Handling Legal aspects
Handling counterfeit notes
Handling Tag Beep
14. Loss Prevention & Shrinkage
Store policies and guidelines
for pilferage handling
CCTV
Electronic Article Surveillance
(EAS)
Loss Prevention Personnel
Locked Merchandise
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Pilferage & Shoplifting
Anti Shoplifting Methods-
Checklist
15. Cash Management
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Store Back Office cash procedures
Store Front End cash procedures
Cash Refunds
Double Billing/ Mistakes by cashiers
Gift Vouchers handling
16. Customer Service
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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)
17. Store Audit
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Store Appearance
Staff
Stock audit policies
Customer service
Storage
Cleanliness
Loss prevention audit policies
18. Store Operation –Business
Process
AMIT GARG
RETAIL FUNCTIONAL CONSULTANT
Connect : amitkgarg22@rediffmail.com
http://in.linkedin.com/in/amit22
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20. Store Operation Process
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
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21. Store Operation Process
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
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22. Retail Operation Procedures
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Emergency Procedures
Robbery, Theft and Vandalism
Injury or Illness
Fire or Natural Disaster
Violent Customers
Evacuation Procedures
Alarms, Locks and Keys
Municipal & Government Inspections
23. Reference
Research from Amit Garg
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Internet Search
Some Books references on Retail Store
Operations