RETAIL STORE OPERATION

BRIEF RESEARCH

SUBMITED BY :
PRAKASH BORO
5th SEM, RMIT(B. VOC)
Roll No : UA1710360598
Rangia College, Rangia
CONTENTS
 Store Operational Blueprint
 Store Operation – Business Process
STORE OPERATIONAL BLUEPRINT
STORE OPERATION STRUCTURE &
USER
 STORE ASSOCIATES
 CASHIER
 FLOOR MANAGER
 DEPARTMENTAL MANAGER
 STORE MANAGER
 DISTRICT MANAGER
VP STORE
 REGIONAL MANAGER
OPERATION
 VP/GM OPERATION
 HEAD OPERATORS
STORE INVENTORY  OPSTRAINERS
MANAGEMEN MANAGEMEN
T T  STORE HR & ADMIN
 STORE PLANNERS
SECURITY
 STORE VISUAL MERCHENDISER
STORE
ADMINISTRATIO
LOSS STORE  STORE LOSS PREVENTIONS
N
PREVENTIO PROJECTS
N  PROJECT MANAGER
 STORE ANALYSIS
 STORE AUDITORS
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
PRE STORE OPENING TASK
 Land/estate team in
finalizing the premises
 Get Plans And Location
 Scout For Premises
 Operation Approvals
 Legal Team Fulfils
Mandatory
Requirements
 Various Licience
Required
 Project Team
 Merchandising Team
 Understand Customer
Requirements
 Analyze Buying Habits
 Competition Buying
 Area Of Store/Layout &
Target
 Freeze Merchandise Mix
 Initiate Placing Orders
 Human Resources
 Recruit & Trainning
NEW STORE OPENING ACTIVITY
NEW STORE OPENING TRACKER
1/ SURVEYS DEMOGRAPH CATCHMENT CUSTOMER
IC DEFINED AREA REQUIREME
NTS
2/ PRICE COMPETITIO COMPETITIO COMPETITIO
COMPETITIO BENCHMAR N N N EXTRAS
N STUDY KING CATCHMENT MARKETING
3/ VENDOR EXTRACT CREATE VENDOR INFO TO IT LISTING OF
MANAGEME PURCHASE MERCHENDIS MASTER TEAM ARTICLES
NT INFO E LIST

4/ GOODS NON FOOD FMCG HIGH VALUE FROZEN & PERISHABLE

RECEIPT ARTICLES ARTICLES MERCHENDI CHILLED S RECEIPT
SE
5/ STORE STACKING OF PLANOGRAM
DISPLAY/VM LAYOUT PRODUCTS MING
6/ CONFIRM TO INIVITION FOR PROMOTION
MARKETING IT STORE PRICE
OPENING UPLOADING

7/ IT CREATION OF CHECK FOR CHECK FOR CHECK LAN & CHECK TELECOM
LOGIN IDS POST HHTPERFORMA WAN FUNCTIONALLY
PERFORMANCE NCE

7/ SECURITY ALL CAMERAS DOORS FIRE EXIST & EMERGENCY

& LOSS OPERATIONAL FASTENED INFRA RESPONSIBILIT
APPROPRIATLY OPERATIONAL IES DEFINED
PREVENTIO
N
STORE OPENING & CLOSING
 Store Opening & Closing Procedure
 Check List Store Opening & Closing
STORE READINESS
 Check List For Maintenance
 Check List For Houseeeping
 Check List For Sales Associates/Floor Team
 Merchandise Display
 Expiry Date Merchandise Handling
 Executing Promotions On Featured Areas
 End Caps
 Promotional Aisle
 Freestanding Display
 Cash Wraps
 Walls
 Windows
 Store Visual Merchandising : Signage Check List
(Standard Signage, Signage Placement, POS Signage, Display
And Removal Of Signage, VM Fixture)
 Floor Plan & Display
STORE MERCHANDISE HANDLING
 Transfer Of Stocks From Warehouse
 Receipt Stocks At Store
 Loading & Unloading
 Delivery From Vendors
 Goods Return To Vendors
 Goods Return To Warehouse (Fresh, Excess &
Defective Merchandise)
 Ordering From Stores
 Stock Receiving From Vendors (DSD)
 Consignment Vendor Stocks (VMI)
 Merchandise Write Of Procedure
 Merchandise Location & Stacking (FEFO, FIFO)
 Planograms Implementation
 Merchandise Replenishment & Inventory Reordering
STORE ADMINISTRATION
 Admin Task Related Checklist
 Checklist For Maintenance

 Checklist For Housekeeping & Cleanliness

 Time Keeping To Staff

 Staff Uniform Policy

 Sale Of Scrap

 Required Permission & Licenses, Renewal And

Compliance
 Health & Safety Norms

 Insurance – Building & Infrastructure, Inventory

& Cash (In Store & Banking)
STORE STAFFING
 Hiring Process Interviews, Selection & Hiring
 Staff On Boarding (Pre Medical, Reference Check, Identity
Card Issue Etc.)
 Job Description & KRA
 Employee Related Policies – Vacation Policies, Harassment &
Discrimination Policy
 Employee Benefits
 Staff Transfer & Resignation
 Staff Scheduling – Shift Timing
 Staff Timing – New & Old
 Compensation & Bonus Structure
 Workload Forecasts
 Employee Performance Standards & Reviews (Best Employee)
 Employee Entry & Attendance Recording
 Store Employee Grooming Standards
 Promoters Deployment
STORE SECURITY
 Security Process Checklist
Security SOP For Below Task
 Handling Legal Aspects

 Handling Counterfeit Notes

 Handling Tag Beep

LOSS PREVENTION &
SHRINKAGE
PILFERAGE & ANTI SHOPLIFTING
SHOPLIFTING METHODS CHECKLIST
 Store Policies And  CCTV
Guidelines For Pilferage  Electronic Articles
Handling Surveillance (EAS)
 Loss Prevention Personnel

 Locked Merchandise
CASH MANAGEMENT
 Store Back Office Cash Procedure
 Store Front End Cash Procedures

 Cash Refunds

 Double Billing/Mistake By Cashier

 Gift Vouchers Handling

CUSTOMER SERVICE
 Stock Return & Exchange From Customers Policy
 Complaints
 Sales Associates Responsibilities To Customer
 Sales Associates 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)
STORE AUDIT
 Store Apperence
 Staff

 Stock Audit Policies

 Customer Service

 Storage

 Cleanliness

 Loss Prevention Audit Policies

STORE OPERATION –
BUSINESS PROCESS

SUBMITED BY :
PRAKASH BORO
5th SEM, RMIT(B. VOC)
Roll No : UA1710360598
Rangia College, Rangia
RETAIL BUSINESS PROCESS SPAN
SILOS
CORPORATE MERCHANDISING SUPPLY CHAIN STORE
ADMINISTRATION OPERATIONS

ENTERPRISE MERCHANDISING REPLACEMENT POS

PERFORMANCE FINANCIAL
SEGMENT PLANNING
STRATEGY PLANNING INVENTORY LABOR SCHEDULING
MANAGEMENT

FINANCE FORECASTING WAREHOUSE WEB

MANAGEMENT

HR PRICING TRANSPORT CATALOG

MANAGEMENT

REAL ESTATE PROMOTIONS SOURCING SPACE

MANAGEMENT

MARKETING ITEM PLANNING FORECASTING INVENTORY

MANAGEMENT

FORECASTING ALOCATIONS LOSS PREVENTION

SPACE PLANNING LEARNING

MANAGEMENT
STORE OPERATION PROCESS
 STOCK INWARD PROCESS
 DIRECT STORY DELIVERY (DSD)
 FROM DISTRIBUTION CENTER (DC
DELIVERY)
 LOSS PREVENTION ARRANGEMENT
REVIEW
 STORE POLICIES AND PROCEDURES
FOR SECURITY
 STORE POLICIES AND PROCEDURES
FOR SURVEILANCE OF
MERCHANDISE
 FLOOR AND SHELF MANAGEMENT
 FIXTURE DISPLAY CHANGE
(PLANOGRAMS CHANGE) REQUEST
PROCESS
 VISUAL DISPLAY CHANGE (FIXTURE
LOOK & FEEL) REQUEST PROCESS
 CUSTOMER RETURN 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 - CHARAGEABLE
STORE OPERATION PROCESS
 SALES SERVICE PROCESS
 AMC
 GIFT COUPNS/GIFT VOUCHER
 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 SALES DELIVERY
 CATALOGUE SALES DELIVERY
 PRICE CHANGE PROCESS
 MARKDOWN & REGULAR PRICE
CHANGE
 STORE DISCOUNTS PROCESS
 TICKET LEVEL & SKU LEVEL
 GV/COUPNS REDEMPTION PROCESS
 WORKFORCE MANAGEMENT
PROCESS
 WORKFORCE STAFFING AND
SCHEDULING
 WORKFORCE GRIEVANCE
 WORKFORCE TARGET ALLOCATION
 STANDARD OPERATING PROCESS
 INTER STORE COLLABARATION
 INTER STORE TRANSFER DETAILS
 DC TO STORE – TO VS TI
RECONCILIATION HO STORE
COLLABARATION SOP SHARING
STORE OPERATION PROCEDURE
 EMERGENCY PROCEDURES
 ROBBERY, THEFT AND VANDALISM

 INJURY OR ILLNESS

 FIRE OR NATURAL DISASTER

 VIOLENT CUSTOMERS

 EVACUATION PROCEDURES

 ALARMS, LOCKS & KEYS

 MUNICIPAL & GOVERNMENT

INSPECTIONS