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Contents
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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 Associates Cashier Floor Manager Department Manager Store Managers District Managers Regional Managers
VP Store Operations
Store Management
Inventory Management
Store Administration
Store Projects
VP/GM Operations
Head Operations Ops Trainers Store HR & Admin Store Planners
Operation Functions
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Store Audit
Store SOP
Annual Business Plan Store Budget & Financial
Store Administration
Store Staffing & Scheduling Store Security
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
HR
Recruit & Training
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
Created By Amit Garg
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
Store Administration
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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
Created By Amit Garg
Store Security
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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
Customer Service
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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
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Customer service
Storage Cleanliness Loss prevention audit policies
Created By Amit Garg
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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
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
Emergency Procedures Robbery, Theft and Vandalism Injury or Illness Fire or Natural Disaster Violent Customers
Evacuation Procedures
Alarms, Locks and Keys Municipal & Government Inspections