Académique Documents
Professionnel Documents
Culture Documents
13-2
Operations Management
13-3
Operational Decisions
What operating guidelines are used?
What is the optimal format and size of a
store? What is the relationship among
shelf space, shelf location, and sales for
each item in the store?
How can personnel be matched to
customer traffic flows? Would increased
staffing improve or reduce productivity?
What impact does self-service have on
sales?
13-4
Operational Decisions_2
What effect does the use of various
building materials have on store
maintenance? How can energy costs be
better controlled? How often should
facilities be renovated?
How can inventory best be managed?
How can the personal safety of shoppers
and employees be ensured?
13-5
Operational Decisions_3
What levels of insurance are required?
How can credit transactions be managed
most effectively?
How can computer systems improve
operating efficiency?
Should any aspects of operations be
outsourced?
What kind of crisis management plans
should be in place?
13-6
Operating A Retail Business
Operations Blueprint
Store Format, Size, and Space Allocation
Personnel Utilization
Store Maintenance, Energy Management, and
Renovations
Inventory Management
Store Security
Insurance
Credit Management
Computerization
Outsourcing
Crisis Management
13-7
Operations Blue Print
• Operations blueprint is a systematically listing of all
the operating functions to be performed, their
characteristics, and their timing,
• Every operating function from store opening to store
closing is included along with who is responsible.
• Large stores have multiple blue prints and separate
blueprints for store maintenance, inventory, credit
and store displays.
• View the operations Blueprint in Figure 13-1 in Text.
13-8
Store Format, Size and Space
Allocations
• Where should the store be located – planned
shopping center, isolated or where?
• Will there be Prototype stores – multiple
stores utilizing identical construction,layout,
and operations standards
• Will a Rationalized retailing program be used
– a high degree of centralized management
control with strict operating procedures for
every phase of business
13-9
Space Allocation
• How to productively use space –determine
optimum amount of space, product placement
by product category
• Top down space management approach
• Bottoms up space management approach
• Other tactics to improve space productivity
include displays, vertical or wall displays
• 75% of space may be used for selling (25%
for storage, restrooms and etc)
13-10
Maximizing Personnel
Productivity
Hiring Process- carefully screen before hiring
Workload Forecasts- aim to balance costs and
have the correct number of workers on the job
Job Standardization and Cross-Training
job standardization- similar positions across
departments have same tasks
Cross training - workers learn tasks associated
with more than one job-
Both of the above can increase flexibility and
reduce the number of workers needed
13-11
Maximizing Personnel
Productivity-2
13-12
Store Maintenance
• Store maintenance encompasses all the
activities in managing the physical facilities. --
parking lot, points of entry and exit, outside
signage, display windows and etc
• Quality of store maintenance affects consumer
perceptions, life span of the facilities and
operating costs.
• Make sure that store is maintained in an
attractive manner. Energy maintenance is
important because it could be a big cash drainer.
13-13
Inventory Management Decisions-
Important issues to be addressed
How can handling of merchandise from different suppliers be
coordinated?
How much inventory should be on the sales floor versus in a
warehouse or storeroom?
How often should inventory be moved from nonselling to
selling areas of a store?
What inventory functions can be done during nonstore
hours?
What are the trade-offs between faster supplier delivery and
higher shipping costs?
What supplier support is expected in storing merchandise or
setting up displays?
What level of in-store merchandise breakage is acceptable?
Which items require customer delivery? When? By whom?
13-14
Store Security
• Store security relates to two issues: Personal
security and safety; merchandise security
• Many consumers don’t feel security shopping
especially at night
• Most older adults do not shop after dark
• Retailers need to be proactive and do what is
needed to make the shopping experience safe
and enjoyable.
• Retailers must do the following:
13-15
Store Security
Uniformed security guards- visible presence
Undercover personnel- complement uniformed
guards
Brighter lighting in parking facilities
TV cameras and other devices
Curfews for teenagers may be good
Limited access to backroom facilities
Frequent bank deposits to minimize cash on hand
(Do you need armed security guard)
13-16
Insurance Issues
Rising premiums
Reduced scope of coverage by insurers
Fewer insurers servicing retailers
Greater need for insurance against environmental
risks
Major type of insurance needed: worker’s
compensation, product liability, fire, accident,
flood and etc
Retailers have implemented other programs to limit
vulnerability—no-slip carpet,more care of
floors,more elevator checks and etc
13-17
Credit Management Decisions
13-18
Credit Management
• Many changes on this front – 1.5 billion credit
and debit cards in circulation
• Credit card fees range from 1.5 to 5.0 %
• Total cost of retailers own credit card process is
about 2.03 %
• Debit Card System- card where the purchase
price of goods/services are immediately
deducted from the account. More retailers will be
utilizing this
13-19
Computerization Issues
• Being used more and more to improve operations and
increase productivity
• High use of videoconferencing
• In-store telecommunications – use of pocket phones by
store personnel to talk to each other
• Sophicated inventory management software is used by
many firms
• Computerized checkout is used by both large and and
small retailers
• Self Scanning – consumer scans item and then pay by
check, credit or debit card (What’s the future?)
13-20
Outsourcing
• Outsourcing involves paying an outside firm to
undertake one or more of operating functions
• Typical types of services include credit
operations, energy and facility management,
shipping and trucking
• Outsourcing can provide a higher level of
expertise with reduce costs
13-21
Crisis Management
• Crisis management must handle unexpected
situations as smoothly as possible.
• Contingency plans need to be in place and
information communicated to all staff
members
13-22
Crisis Management
There should be contingency plans for as many
different types of crisis situations as possible
Essential information should be communicated
to all affected parties as soon as the crisis
occurs
Cooperation – not conflict – among the
involved parties is essential
Responses should be as swift as feasible
The chain of command should be clear and
decision makers given adequate authority
13-23
Questions
13-24