Store Operating Procedure for Store Manager

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OPERATING PROCEDURES FOR STORE MANAGER Submitted by: Kundan Ganvir MFM 2 nd Semester

description

Store Operating Procedure for a Store Manager. Standard procedure to be followed by a store manager for day to day store operations.

Transcript of Store Operating Procedure for Store Manager

Page 1: Store Operating Procedure for Store Manager

OPERATING PROCEDURES FOR STORE MANAGER

Submitted by:Kundan GanvirMFM 2nd Semester

Page 2: Store Operating Procedure for Store Manager

1. Store Opening & Closing

Store to be opened based on a proper schedule.

Store to be put in shape before shopping hour arrives.

Standard store opening time. Opening to be done by Store

Opening Team(SOT) Proper inspection to be done by the

SOT Additionally paper seal on the locks

before opening ,each lock has to be checked.

Any employee who has resigned or is on notice shall not be a part of the SOT.

Store Closing to be done by the Store Closing Team with the store closing head.

Security Staff will put “Store Closed” signage(s) at all customer entry points

Gates will be closed for the customers half an hour before the store closing time.

The cupboards and theft prone items are locked / secured.

The Head Cashier ensures that all cashiers have locked the cash

counters, counted the money and hand over the money and keys to him.

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2. Store Readiness

Check list for Maintenance

Check list for Housekeeping

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 signage, VM fixtures)

Floor Plan & Displays

Check list for Sales Associates/Floor Team

Merchandise Display

Expiry Dates merchandise handling

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3. Store Merchandise Handling

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)

Plano-grams implementation

Merchandise Replenishment & Inventory reordering 

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4. Store Administration

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)

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5. Store Staffing

 Hiring Process-Interviews, Selection & Hiring

Staff On boarding ( Pre-Medical, Reference 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 

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6. Store Security

Security process checklist Security SOP for below task

Handling Legal aspects

Handling counterfeit notes

Handling Tag Beep 

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7. Loss Prevention & Shrinkage

Anti Shoplifting Methods – Checklist

CCTV

Electronic Article Surveillance(EAS)

Loss Prevention Personnel

Locked Merchandise 

 Pilferage & Shoplifting

Store policies and guidelines for pilferage handling 

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8. Cash Management

Store Back Office cash procedures

Store Front End cash procedures

Cash Refunds

Double Billing/ Mistakes by cashiers

Gift Vouchers handling

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9. Customer Service

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) 

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10. Store Audit

 Store Appearance

Staff

Stock audit policies

Customer service

Storage

Cleanliness

Loss prevention audit policies

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Thank youThank You