DECLARATIONI,Tripti Gambhir, a student of future innoversity hereby declare that the material provided in this report is original and has not been submitted anywhere else for any other diploma or degree. Tripti Gambhir 1 ACKNOWLEDGEMENT I take this opportunity to thank the management of Pantaloons(GIP)for allowing me to be associated with the organization and hence exposing me to its culture which has helped immensely in enriching my knowledge and gaining a valuable insight into the practical aspects of customer service. This report is a result of invaluable support and contribution of number of people. I would like to extend my heartfelt thanks to my store manger Mr.Jatin Bhambri,my store HR Miss Megha Gupta,DM of ladies western Mr.Abhishek Kumar,CSD manager Miss Sadhna Pawar. I would also like to thank the customers for co-operating in my study. Tripti Gambhir 2 TABLE OF CONTENTS: 1)CHAPTER-1 i. ii. iii. Introduction…………………………………………………………………………………………………………5-6 Current landscape of retail…………………………………………………………………………………..7-8 Store analysis………………………………………………………………………………………………………9-31 2)CHAPTER-2……………………………………………………………………………………………………………..32-49 3)CHAPTER-3 I. II. III. IV. V. VI. VII. VIII. Introduction…………………………………………………………………………………………………………50-51 Kinds of customers………………………………………………………………………………………………..52 What is customer service?.......................................................................................53-54 Need of customer service…………………………………………………………………………………….55 Objective of customer service………………………………………………………………………………56 How does pantaloons offer customer service……………………………………………………….57-77 Customer loyalty program at pantaloons……………………………………………………………..78-80 Research methodology………………………………………………………………………………………..81-89 4)CHAPTER-4………………………………………………………………………………………………………………90-98 5)CHAPTER-5……………………………………………………………………………………………………………..99-100 6)CHAPTER-6………………………………………………………………………………………………………………101 3 4 the group’s presence in the retail space is complemented by group companies. The company also operates an online portal. Apart from Pantaloon Retail. a supermarket chain. Future Capital Holdings. Blue Foods and Liberty Shoes. Debenhams and Guess in India. a business group catering to the entire Indian consumption space. Shoe Factory. the Future Group operates through six verticals: Retail. Depot. Collection i. mBazaar and Star and Sitara. Some of its other formats include. Led by Mr. The group’s joint venture partners include French retailer ETAM group. Home Solutions Retail (India) Limited. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. Blue Sky. Pantaloon Retail is the flagship company of Future Group. a chain of fashion outlets.000 people. Space. Future Money and soon plans to offer insurance products through 5 . Big Bazaar. which owns leading apparel brands like Indigo Nation. Pantaloon Retail. The company’s leading formats include Pantaloons. Headquartered in Mumbai (Bombay). Next. FUTURE GROUP: Future Group is India’s leading business group that caters to the entire Indian consumption space. a uniquely Indian hypermarket chain. Top 10. Planet Retail. futurebazaar. Indus League Clothing. Group Company. is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer marker. a largeformat home solutions store.com. all. Food Bazaar. has over 450 stores across 40 cities in India and employs over 18. the group’s financial arm. Kishore Biyani. US-based stationary products retailer. selling home furniture products and E-Zone focussed on caterings to the consumer electronics segment. Talwalkar’s. owns and operates the franchisee of international brands like Marks & Spencer. Brand Factory. F123 and Brew Bar. The group has launched a consumer credit and financial supermarket format. and Galaxy Entertainment Limited that operates Bowling Co. Media and Logistics. Brands. touch and feel of Indian bazaars with aspects of modern retail like choice. Staples and UK-based Lee Cooper. focuses on asset management and consumer credit. the company operates over 5 million square feet of retail space. blends the look. The group’s Indian joint venture partners include. a chain of seamless destination malls. A subsidiary company. operates Home Town. Capital. Pantaloon Retail was awarded the International Retailer of the Year 2007 by the US based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Scullers and Urban Yoga. convenience and quality and Central. Sports Bar. Manipal Healthcare. Fashion Station.CHAPTER-1 Pantaloon Retail (India) Limited. Everywhere.a joint venture with Italian insurance major. Future Group’s vision is to. “deliver Everything.” The group considers ‘Indian-ness’ as a core value and its corporate credo is – “Rewrite rules. Every time to Every Indian Consumer in the most profitable manner. Generalise. Retain values. The group is currently developing over 50 malls and consumption centres across the country and has formed a joint venture company focusing on mall management with Singapore-based Capital and.” CORE VALUES OF FUTURE GROUP INDIANNESS LEADERSHIP RESPECT AND HUMILITY INTROSPECTION OPENNESS VALUING AND NURTURING RELATIONSHIPS SIMPLICTY AND POSITIVITY ADAPTABILITY FLOW 6 . one of Asia’s largest property companies. The country’s staggering economic growth of around 8% over the last 2 years has resulted in major shift in the Indian class structure with higher incomes leading to the growth of the Indian middle-class. Others like Reliance Retail Ltd. inadequate infrastructure and a small affording population that believed in saving rather than spending. Today the retail industry has witnessed a remarkable transformation. Unorganized retail has both shaped the mentality of the Indian consumer and been shaped by it. growing at CAGR 5% and contributing to 39% of the GDP.(RRL) have just entered and opened up a number of stores across the country. organized retail is growing at a staggering 35% per year. they must be mindful of the unique status of retail in the country.Shopper’s Stop and Pyramid Retail have been in the industry for a decade. Each of these domestic and international retail giants have or will introduce a number of modern retail formats like malls. In India 98% of the retail sector consists of counter-stores and street-vendors. Initial consumer response to these novelties in the retail sector has been very promising and as the middle-class continues to grow.With no large players. Unlike their forefathers they have decided to adopt a “Spending” approach to improve their standard of living rather than a “Saving” approach. Retail in the country has been dominated by millions of unorganized retailers who have used consumer proximity and home-delivery as their operating ideals to cater to the Indian consumer that has become accustomed to this convenience. Yet. As of 2005 retail contributed 39% of India’s GDP.A to build a large supply-chain which has been the backbone of its success. Individually they are a minor factor in the retail plans of any giant organized retailer but collectively they represent the historic state of retail in India that is so deeply intertwined in the economy of the country and the psyche of the Indian consumer that co-existence with them is a better policy rather than competition. the percentage of retail in the organized sector is only a measly 6% for retail sector’s contribution to India’s GDP and penetration of Organized Retail. In fact retail in India has also attracted global giants like Wal-Mart who have also indicated their interest in the sector by forming a Joint Venture with Bharti. That was till they realized that retail in India is a USD 320 billion dollar industry. 7 . Some like Pantaloon Retail . Indian retail never attracted the interest of large corporations. they cater to a different set of preferences of the Indian consumer and have traditionally survived on low turnover and thin margins.Voted the most attractive retail destination in the world for two years in a row.S.Recognizing the short-term and long-term growth of retail in India. however.CURRENT LANDSCAPE OF RETAIL The Indian government does not recognize retail as an industry. Another factor that major retailers must be wary of is the lack of infrastructure to support supply chains and efficient retail operations in India Companies like Wal-Mart that grew from the ground-up leveraged the infrastructure of U. The story in India is very different. but even with this. In fact. India is expected to witness 7-8% growth in its retail sector over the next few years. organized Indian retail’s target population is larger than that of the entire United States. This is a middle-class that is aware of the standards of living in other countries thanks to exposure through the media and internet. With an estimated 400 million shoppers and growing. Still other domestic players like Birla and Bharti are planning their foray into this sector. As organized retailers enter the Indian market. These counter-stores and street vendors might seem small fish in a retail industry that is soon to be dominated by giants like Pantaloon and Reliance. a number of domestic business giants have entered the retail industry or are planning to do so in the near future. organized retail in India is sure to see large returns. hypermarkets and supermarkets. They will have to demonstrate unprecedented innovation. 8 . an underdeveloped supply chain. What was the street-vendors gain will be a major hurdle for large-scale organized retailers.Inadequate highways. limitless bureaucracy and the lack of regulations created a situation where the local corner-stores and hawkers thrived. the absence of a cold storage facilities. adaptation and experimentation to succeed in the Indian retail industry. RETAIL AREA 4. OF CASH TILLS 7.GIP NOIDA 27000 square feet 4000 square feet 23000 square feet 650square feet 2500 square feet 9 48 95 9 .NAME OF THE STORE 2.MANPOWER(including brand staff) PANTALOONS.AREA FOR CASH TILLS 5.TOTAL NO.AREA FOR WAREHOUSE 6.MANPOWER (excluding brand staff) 8.CARPET AREA 4.TOTAL AREA 3.STORE ANALYSIS 1. STORE HIERARCHY STORE MANAGER HR MANAGER DEPARTMENT MANAGER TEAM MEMBER TEAM MEMBER 10 . This is military inspired.shirt.mens short kurta. Bare Leisure:It is a pantaloons home brand. Celio:This is a group brand.skin fit denims are there in this brand.Various types of fit like straight fit.This brand is music inspired.shirts. Rig:-This is a utility brand.comfort fit.round neck.T-shirts.It also makes various kinds of T-shirts with v-neck. 11 .Has denim jeans.etc.Its a pantaloons brand. Mens Casual Brands in mens casual Bare Denim:It is a pantaloons home brand and this brand contains good quality of denim jeans.shirts and T-shirts.DIFFERENT DEPARTMENTS OF THE STORE 1)MEN’S WEAR Categories in mens wear:- • • • • • Mens shirts Mens T-shirts Mens trousers Mens denim Mens sportswear Mens Sportswear Brands in mens sportswear: Ajile:-This is a pantaloons brand.etc.t-shirts. Rig Ajile JM sports F-factor Lee cooper and blue diamond:This is not a pantaloons home brand. Akkriti: This is a pantaloons home brand and it has mens long kurta.It attracts the customers as its an international brand and has varieties in denims.it also specializes in party wear shirts.In this brand are sportswear tops in cotton and other fabric and in designs like slids and prints. UMM(Underground music movement):This is a pantaloons brand. Urbana:-Indus brand Lombard:This is pantaloons home brand 2)Ladies Wear Categories in ladies wear: • • • • • • • • Womens ethnic wear Womens tops and blouses Womens denim Womens T-shirts Lingerie Womens bottom wear Womens sportswear Sleepwear Ladies Ethnic Wear Ladies ethnic wear has ethnic tops and kurtis and ethnic bottoms. Brands in ladies ethnic: Biba:-This is a non pantloons brand and it has a variety of kurtas.It specializes in party wear dresses like evening wear gowns. Rangmanch :-It ia also a pantaloons brand.Mens Formals Brands in mens formal are: Indigo nation:It is an Indus brand and has mens formal shirs. Rig Scullers:It is an Indus brand and it specializes in party wear tops and formals. John miller: Daniel Hechter:-It is an Indus brand.full solid and full textured.trousers.It has two stories-evening wear and career wear. Ajile 12 .It uses good quality of fabric.party wear tops and also in formals. Akkriti:-pantaloons brand Ladies Western wear Brands in ladies western wear: Anabelle:This is a pantaloons brand. Trishaa:-It is a pantaloons brand.Designs Ranges from pintuck to full print.salwar kameez dupaatas. casual tops. 1090F:This is a non pantaloons brand and it also has party wear and casual dresses. Lee cooper and Blue diamond Underground Music movement(UMM) Honey: It is a pantaloons brand.regular fit and casual tops. Bare denim: It is a pantaloons brand.In this brand are denims with fits like straight fit. AND:Non pantaloons brand Remanika: Non pantaloons brand.slim fit.It specializes in party wear. Jealous:It is an Indus brand.In this brand are also denims and tops and T shirts. 3)KIDS WEAR Categories in Kids Wear • • Boyswear Girlswear BRANDS IN KIDS WEAR Bare Chalk Rig Lee cooper Sach Akkriti 13 .trousers with the most trendy merchandise. 2. TICKET SIZE = Total sale/Total no. 4. 5. of bills made BASKET SIZE = Total quantity sold/Total no. of bills made/Total customers entered*100 AVERAGE VALUE PER PIECE= Total sales/Total number of pieces PER SQUARE FEET=Total sale/Total number of square feet 14 . of bills CONVERSION = Total no. 1. 3.KEY PERFORMANCE AREAS Key performance areas typically focus on customer walk ins. End: This process ends when the store is ready to open for the customers and the main customer entrance door is opened Trigger: This process is triggered when the Store Opening Manager arrives two and half hours before the store opening timing Scope Store is cleaned to match customer expectations Equipment is operational and safe to use All necessary stock management routines have been carried outDetailed Operating Procedure Initiate Store Opening Store Opening Manager arrives at the staff entrance two and half hours before the store opening time. the lock is broken or any tampering is done to the shutter/display windows. the Security officer opens the locks in the presence of the SOM. SM to communicate the Business Manager by highlighting the fact in the Store Opening Register & Store Incident Log Book and sending the same to him/her so that Business Manager may prepare himself for any eventuality arising as a result of it. then the local police station has to be informed by SOM and the store to be opened in the presence of the police team. the Security Officer and the SOM should carry out check as per the checklist mentioned in the Store Opening Checklist. the SOM should call the SM and the Security Head to inform them of the same. 15 . Start / End Points Start: This process starts when the store is ready to open for the pre business operations. They then wait for the SM to arrive before proceeding to open the store. (In case the SM is not available the store should only be opened in presence of Zonal Operations Manager or Business Manager). SOM checks seal on the main lock. If the opening shutter seal is found tampered with.STORE OPENING Objective: To ensure that the Retail Store opening happens daily and effectively without any discrepancies. In case. In the above case. Both the security officers and SOM to sign on the Store Opening register. Once the Opening register is signed. If the seal is found Ok. SOM then takes photographs of the broken seal and a written statement from the security officer about the incident. Housekeeping supervisor to make sure that his team completes all the work within 1 hr after they have entered the store. In case of any discrepancy or any abnormality found as per their checklist. before switching on the lights. it will have to be done with DM’s permission. Maintenance Person starts few lights in each department. Store Opening Manager supervises the staff in their daily routine check and allots extra force if 16 . All the staffs check for any discrepancies in their respective department and inform their superiors. Once the staff entry/exit door is opened. Two torches should be readily available after the main staff door is opened. Security to ensure that all the housekeeping entering the store should be thoroughly checked (frisked) and entry register should be updated. this will be counter signed by SM later. Supervise the Store Opening Activities given to the staff Store Opening Manager and the Security Supervisor supervises the tasks given to their team members and confirms that the task is being completed on time. SOM should also check for any merchandise tags left on the shop floor according to Checklist.SOM and security to note the store opening electrical meter reading. Security Supervisor assigns tasks to his staff. it is noted on the Remarks Column. Incase the SM is not present to give the authorization. for any of the discrepancies found. No one will be permitted to enter the premises of the store more than 30 minutes before their due time unless they have prior written permission from the Store Manager . Security maintains a log of the time each employee is supposed to report for work at. Area Manager/Business Manager also needs to sign this during their store visits. Assign Store Opening Activities to the Staff House Keeping Supervisor allots work to his staff. only the SOM along with one security officer should move towards the power supply room to switch on the necessary lights to assist store opening (as per color code definition on electric switches) SOM checks the status of all the sealed locks. Fills in the checklists in their respective department and get it signed by their superiors. The other security officer is at the opening shutter / staff entry/exit door at this point of time. This is done as per the standardized script. Head cashier to open all tag detachers 5 minutes before store opening time for Customer’s.required for the completion of work. Customer Service Desk Manager / Executive CSD Manager should ensure that the CSD Desk and Alteration desk are neat clean and well maintained. 5 minutes before the business hours CSD starts with the announcements. 17 . Check for the Closure or Completion of the Store Opening Activities Store Opening Manager checks for the completion of all the tasks assigned to the team members and signs off on their checklist after the completions of the task. Open the Store for the Customer Entry Maintenance Person starts all the Security Systems. should follow the standard checklist. Air Circulating Machine and some of the lights of the store. Switches on all the lights. Security Guard present at the store entry opens the customer entry shutters 5 minutes before the store opening timings. before the opening of the main Customer Entry shutters. folding. 2)Generic or product signage 18 .layering.piling.In visual merchandising the visual merchandiser has to look after the basics of merchandise presentation like he has to see the hangers alignment.color blocking. TYPES OF SIGNAGES 1) Power Pricing Signage: This is a power pricing siganage.color co-ordination.VISUAL MERCHANDISING IN STORE Visual merchandising is the activity of promoting the sale of goods.size/price tag display.table display.hanging.environment and space into a stimulating and engaging display to encourage the sale of product or service. It includes combining product.signages.stacking.etc.presentation on fixtures.especially by their presentation.It is an important elelment of retailing. 6)New(Black)Signage They are divided into 4 category: 19 . Rupee Foradian) Apart from Brand signage guidelines No extra signage should be there in any Brand As per brand signage guidelines all the signage should be there on the floor Any promo or offer signage will be placed with new acrylic stand.pillar.Aparajita. 3)Fit Signage 4)Look Signage A4 and A 5 are look signages. 5)Get the look Signage Get the look.A3 and A5 are get the look signages. it will not hide any brand signage No Old Fashion Friday signage should be there on the floor All the signage paper & acrylics should be in proper condition On one fixture only one signage will be kept Signage’s are never one sided. it has to be two sided. HelveticaNeue.GUIDELINES FOR PLACEMENT OF GENERIC SIGNAGES • • • • • • • • • All the Signage should be in Right format. no spelling mistakes Right fonts should be used (Helvetica 35. A4 A5 Browser tags Shelf talker Black ground signages are: • • • • • • • New arrivals New trends New Introduction New color New fit Your favorite Last of the best 7)Fashion Friday signage They are of 2 types: generic and theme 20 . Discount signage: 8)Offer signages 21 . For example: Ground Floor : Women's Wear First Floor : Women's Wear and Kids Wear Second Floor : Men's Wear 2) the various ZONES within each Floor 3) the working days of the store 4) the store timings 5) the facilities offered to the customer 6) general courtesies These will be: Wall mounted Free standing units Informational signs include: Store Directory Store Timings Panel Store Facilities Offered • • • • • INFORMATIONAL SIGNAGES 22 .MANDATORY SIGNAGES • • • • Fresh fashion signage Visual behind cash counter/CSD for negative space Green card signage Informational signages These helps to inform the customer about: 1) the various Floors in the store. ALL ICONS USED 23 . DIRECTIONAL SIGNAGE • • • • • • These help the customer to reach their desired ZONES These will be: suspended from the ceiling Wall mounted Free standing units Cantilevered Directional signs include: • • • • Entry Exit Lift / Elevators Stairs 24 . Start / End Points Start: This process starts when Front End Category / Category / store logistics creates a STO for the transfer of merchandise End: This process ends when the Store receives goods receipts details from the receiving site Trigger: This process is triggered when the Front end Category/Store Logistic Person/Retail Category identifies products to be sent back to CDC or Vendor Scope Transfer of merchandize from one store to another store / Delivery center Merchandize delivered by stores directly to the vendor Outwarding of SIS merchandize 25 . vendors and any other location and updating the inventory.• • • • • • • • Escalators Washrooms Please Pay Here Drinking Water Trial Rooms Way to First Floor Way to Second Floor Way to Third Floor OUTWARDING Objective: To ensure smooth movement of stock and merchandise stores to warehouse. This checklist should be filed for every consignment outwarded and maintained for audit purpose. before outwarding. Also a packing slip mentioning the following details to be affixed on every carton before outwarding and another copy of these details to be attached to the corresponding Checklist for Outwarding. Outward should be done only on the days specific for outward from that store. It is of utmost importance that. Checklist and Outward Packing Slip: A detailed checklist is to be prepared and signed off by the warehouse incharge before outwarding. Scanning and Outwarding of items Each item to be outwarded is detagged. For goods to be outwarded. after the merchandise has been inwarded by the receiving location. Each item is to be entered against this STO and outwarded from the system.A . missing barcodes are replaced.Detailed Operating Procedure – Merchandize to be Outwarded to other Pantaloons Stores / Delivery Center Basic Principles governing the Process Outward of merchandize to all the stores/DC to be strictly done by generating a STO only. a STO listing the items needs to be created by the FEC. Transfer through RSTO are not valid. Ensure no carton is overloaded & has the right quantity of merchandise with the relevant packing slip on the outer side of the carton. hence an RSTO should never be created. 26 . Every article is scanned to generate a list of the merchandise to be outwarded to the store Every article is packed in a separate polybag and stored MC wise or Brandwise into separate cartons as confirmed by the respective category. Allocations to be done by the respective Retail teams (ie Destinations to be given by Retail Team ). permission to be sought from the Retail Category Team with the store manager & zonal supply chain team in loop. The DC and gate pass are stamped with an outward stamp by the security. 2 copies of STO & 2 copies of delivery challan are printed – One copy of STO & delivery challan along with gate pass issued by security to be given to delivery vehicle staff. 27 . In all. Outward Number Security personnel to record the outward in their security register and create a gate pass for the consignment. Security personnel to affix a seal containing store’s stamp as followed & security’s signature on the delivery vehicle.OUTWARD PACKING SLIP BRAND/MC NAME: Sending Site:Date of Outwarding:No of pieces:**** **** **** Receiving Site:STO number:Carton Number:. Nos. Another set to remain with the store warehouse for store records. The acknowledgement of the delivery received by the receiving site should be communicated to the sending site immediately after receiving the goods by sharing the IRN details. Proof of Delivery: Warehouse personnel to supervise loading onto the delivery vehicle according to the DC/PO. The security personnel to simultaneously maintain a count of cartons being loaded on the vehicle and tally the number as per the STO.*** of *** ****** ***** Carton Number means “If there are 5 cartons against a STO. No. of carton & pieces delivered Date of outwarding. 2 of 5…5 of 5” for easy identification. carton numbers to be written as 1 of 5. Store Name STO. A copy of the STO and the gate pass are to be handed over to the delivery vehicle staff. The outwarded items are saved. The other copy of the STO and gate pass is handed back to the warehouse personnel for filing of the same after acknowledgement of the delivery vehicle staff on it. If the receiving store site does not inform the sending site about any issues w. 28 . it would be deemed to be inwarded in the system of receiving site. Adequate racking capacity to be made. damaged walls) to prevent accessibility by rodents. Managing Stocks in the Warehouse Secure the warehouse by sealing off/securing all unnecessary outlets (e. Further more when goods are stacked on top of one another it gets difficult to remove goods as per ‘First in First Out’ methodology.r.goods inwarding in system within 2 days of IRN date. merchandise gets stacked on top of each other. vents.t. This is a sure recipe for damaging the items which are at the bottom of the heap. Most effective is having slotted angle steel racks which allow one to adjust the height depending on type of merchandise being stored. In the absence of racks. Escalation Matrix for Outwarding Issues Activity Mail to Authorities A If not inwarded by store on the same day of receipt A mail to mail to FEC/Area Manager Business Manager /Category Manager If inward pending even on the next day STOCK MANAGEMENT The objective of stock management is to ensure that the merchandise is stored in a proper manner that will go a long way in reducing damages.g. open drains. Any order can be followed top to bottom. start from the bottom left. End: This process ends when the store security supervisor records the store closing timings in the store closing checklist and frisks the Store Closing Manager coming out of the store Trigger: This process is triggered when the CSD announces the closure of the store 10 minutes before the pre defined store-closing timings Initiate Store Closing and Assign Tasks 29 . hair clips. When removing merchandise to move to the floor. Left to right.e. bottom to top – order is mainly to ensure that items can be located according to the FIFO method. crockery. etc. Merchandise of a similar category to be stored together.Warehouses should also have adequate bins. E. Thus. Thus. Schedule for pest control to be clearly laid out.g. First In First Out Method of Goods movement (FIFO) As mentioned earlier when a carton is inwarded the date of inwarding is to be marked on the carton to identify ‘when’ the carton was inwarded. from left to right and from bottom rack to top rack. plus agency to be on call whenever required. bottom to top. Fragile merchandise preferably to be stored in bins e. if fragile material is being placed on top of each other it is to be done only by using bins. Bins can be placed on top of each other without any load coming on the merchandise.g. electronic items in another etc. Heavy merchandise to be stored in the lower racks.e. move to the right. general plastic merchandise ie. Cartons and or bins to be placed in the racks in a sequential order i. to be stored in bins. remove the merchandise placed first i. Process of Storing Merchandise in the Warehouse When goods arrive in the warehouse on each carton the date of inwards to be recorded with a marker pen. STORE CLOSING Objective: To ensure that the Retail Store Closing happens daily and effectively without any discrepancies. Whilst stacking merchandise a systematic order should be followed e. This hence reduces the load when the merchandise is being put in or removed. This ensures that we follow FIFO method of goods movement and old material doesn’t get stuck in the system. Cartons can be either directly stored in the racks or its contents emptied into bins. at one glance we get to know when a particular lot has got inwarded. non-apparel. Accessories like toys. Apparel in one area. glassware. Annual maintenance contract to be entered with a Pest control agency to ensure regular and comprehensive pest control gets done in the warehouse. Start / End Points Start: This process starts when the store is ready to close after the last customer walks out of the store. The advantage of bins is fragile merchandise can be placed in bins. then move upwards and again left to right.g. The warehouse space available to be segregated into different areas for ease in storing and retrieving merchandise. Opening security to count and re-confirm the count and should submit the tags (poly bag) to the warehouse in charge. After all activities. Ensure all water taps are closed. SCM seals the cash room. Cashiers to submit all their cash to the back end cashier & do the day settlement activities in the cash room. Maintenance staff to start switching off the A/C & lights. Should put all the tags in poly bags and secure it. where locking from inside is not possible for shutters at the customer entry/exit points. fans or any other inflammable appliances such as microwave ovens are put off.CSD makes an announcement forshop closing 10 minutes before the pre defined Shop Closing Timings as per the standardized script . which shall be locked from outside in the end. A/Cs. In extreme cases. count and record it. The Cash Room cashier performs back end cash operations. Once the last Customer has left the store the security to intimate the Head cashier who will then lock all seal the security detatchers for all cash counters. Warehouse in charge updates the count and issue it to DM on need base. Ensure that all lights. locking can take place from outside. If the designated 30 . which again should be recorded. seals the safe and the cash room. Store staff starts segregating all the merchandise properly for their section/departments. Supervise the Store Closing Activities given to the staff and Check for the closure or completion of the Store Closing Activities Store staff initiates the store closing activity assigned to them. Security to collect all the detached security tags from the cash till. DM to make sure all the left over merchandise are properly segregated and stacked in the respective section. Close the Store The SCM (Store Closing Manager) signs on the paper seals that will be put on all the locks of all doors/windows. All internal doors should be locked from inside except the main staff exit door. All seals should bear signature of the Closing Manager with the date. Security officer along with SCM to follow the Store closing security standards . Store Closing Manager (SCM) to check if the access control of the cash room is functional. in the morning. Key for the main staff exit/entry should be a single lock with dual keys. SCM can leave only once the final wax coated and cloth seal has been put on the main staff entrance/exit of the store. immediate investigation to take place after informing the Store Manager. One key with SOM and one with SCM only. The keys are not to be deposited anywhere else and shall only remain with the designated managers in their safe custody & under their personal responsibility. Third key remains with the Store Manager or any third location deceided by the store Manager. Keys sets are to be maintained by the SOM/SCM and shall not be interchanged with any person/official.Opening Manager notices any tampering of seals. SCM to ensure that security guards are in place after the store is closed. 31 . The process starts with store opening: ROLES AND RESPONSIBILITIES OF A DM IN STORE OPENING Department Manager o DM’s to check if all team members are present as per schedule/daily roster.grooming of his team members. o DM to check grooming standards of team members o DM should check if the department signage’s are in place.He has certain responsibilities towards his section. o DM should check Floor Movement Register (FMR) o DM to follow DM checklist 32 . Also check no garments on the floor are without price tags and security tag.It is his responsibility to ensure that his section is maintained properly in terms of cleanliness and hygiene. o DM to brief team member of any updates or promotional activities.CHAPTER-2 PROFILING A DEPARTMENT MANAGER Department manager handles a particular section in store.How does he takes care of his section and what are the details on which he lays emphasis.The profile below outlines what are the responsibilities of a DM.The profile below is the profile of DM of ladies western section. o To check if dept/section is clean and well maintained. TAGGING:-There are three types of Tags: 1. The loose or detached tags collected to be deposited with the Warehouse In-charge. The Department Managers have to train their staff to look for any loose or detached tags that may be lying on the floor/Trial Room. 33 . 2.Inwarding Tagging Sending stock on the floor INWARDING:-This is when the stock is received. SENDING THE STOCK ON THE FLOOR In this after inwarding and tagging the stock is finally send on the floor. Soft Tags. Tags detached at the cash point to be collected by the personnel (Designated by the Store Manager). String Tags Roles & Responsibilities Department Managers Every Department Manager to get an approval from the Store Manager for the requisition of the tags before placing an order to the Store Warehouse In-charge for the tags required for his/her department. Hard Tags and 3. The DM to ensure that the tags are effectively used in all the section. DAILY FLOOR ACTIVITY SECTION WALKAROUND:-This includes:- 1)Display of merchandise as per VM guidelines Colors should go from Light in front to Dark at the back. Ensure same style/ price merchandise are placed together It Is mandatory to do Size Wise display For Example-0 XS/S/M/L/XL/XXL 34 . 35 . Color blocking is always done vertically. It only requires placement of merchandise based on its color. with the lighter colors on top and the darker at the bottom. • • • 36 . In a horizontal blocking if the color in the most visible region was one that a customer disliked he/ she would probably just turn away from the store.COLOR BLOCKING • Color Blocking is an easy way of making the most basic and hum drum merchandise look appealing. Color Blocking is done following the VIBGYOR. As color is a very powerful stimuli and evokes strong emotional response in people. This is done so that the customer can see a variety of color options available to him/her. vertical blocking also nullifies any ill effect a particular color might have on a person. Spacing and Placement • The spacing between the stacks should be equal and the stacked shelf or table should look symmetric. • 37 . Merchandise is placed with smaller size on top and the bigger size at the bottom. No more than 1 to 2 inch of space should be ideally kept between two stacks.GUIDELINES FOR HANGER ALIGNMENT GUIDELINES FOR SIZE TAG/PRICE TAG ALIGNMENT Size tag / Price tag Alignment • • • All the size sticker should be on the same side All the folds should be neat with the price tag hanging out only from the top merchandise. GUIDELINES FOR CORE PRODUCT TABLE DISPLAY 38 . Power pricing display • • • • • Display large volume of power pricing & EPP. Double or single fold stacking with no repeated colors. Stacking capacity should be Max of 18 pcs Regular fold 10pcs paper fold or double fold per option GUIDELINES FOR FASHION TABLE DISPLAY Open Display Of merchandise with full size set At least 4 options with full size set for top wear & at least 2 option with full size set of bottom wear 39 . Co-ordinated look : suggestive co-ordinates displayed to Highlight looks. Tables should not have single piece for display If table is divided in two parts one part will have top wear display & another part will have bottom wear display (as shown) Use display stands to add Accessories Or hang merchandise In fashion display we have two types of display 1. 40 .Product specific: highlighting product with all the options in an open display 2. 41 . GUIDELINES FOR SPECIAL FOLDING 42 . 43 . GUIDELINES FOR STACKING DENIM GUIDELINES FOR HANGING TROUSER 44 . For sportswear:side can be also out to show a garment detail. HOW IS A DM HELPFUL TO VISUAL MERCHANDISER? DM gives the kind of requirements they want from VM’s sides like:• • • • In making signage In maintaining color blocking In maintaining display In arranging the whole department properly DM gives the VM an idea of new trends according to customer’s preferences so that VM can do styling and dress the mannequins according to that.1. 2.The width of the trouser should be adjustedto that of hanger=pleat the seat of trousers if necessary. 45 . 3)One to one discussion on displays 46 . but all Department Managers are responsible for the cleanliness & hygiene of the sections they supervise.Although staff motivation is intangible but it can boost profits. Product Knowledge:-Each &every team member should have complete product knowledge so that he can handle customer enquiries efficiently.All stores have housekeeping staff that are hired for doing the cleaning.This helps both team members and DM to know which products and sizes are fast moving and what are the products in which cut sizes are there and thus manage the stock and sales according to that. Store should be cleaned to match customer expectation.It is the responsibility of DM to ensure that team members in his team have their targets.It is the duty of DM to keep up the team spirits as this also has a crucial role in the achievement of daily targets. Target distribution:-In this the category sends target which is distributed to the staff on daily basis. 2)Product feedback:-The DM shares the feedback of product with his team members.Essentials of an effective briefing are as follows:1)It includes targets.Morever he also encourages the team members to share the feedback of the product.Apart from checking the manpower availability the DM is also responsible for people management which includes:• Staff motivation:-In an industry like retail this is the most important factor for success of a retail firm. Monitoring:-A DM has to continuously monitor his team and see whether his efforts are moving in the right direction or not anf if not then consequently take actions.2)CHECKING MANPOWER AVALIABILITY&GROOMING STANDARDS:It is the responsibility of a DM to ensure that adequate manpower is there in his section especially during peak hours and if not then make arrangements for the same. • • • 3)Checking floor hygiene:.Gives a pleasant and enjoyable shopping experience for customers CONDUCTING BRIEFINGS: DM has to conduct briefings with his team members.The DM discusses about the targets with his team members on a daily basis. Staff is motivated when a DM appreciates the team members for their work. After that individual targets are allotted. or dwindling to levels that could put the operation of the company into jeopardy. This process usually involves controlling the transfer in of units in order to prevent the inventory from becoming too high. Inventory management is the process of efficiently overseeing the constant flow of units into and out of an existing inventory.The DM can discuss with his team members as to when do they want offs and then he can make the roster accordingly.Ajile. Sales vs Stock calculation Week cover=Total stock in hand/Total sold quantity Sale thru= Total sold quantity/Stock in hand*100 Through the command MB 52 in SAP a DM comes to know about stock in hand. where it is in use. 5)Checking product knowledge INVENTORY MANAGEMENT Effective inventory management is all about knowing what is on hand.In case of any deviation from roster the team members must inform the DM so that he can make timely arrangements. On the basis of sales vs stock calculation he has to maintain sufficient inventory. and how much finished product results.Each and every 47 .Through proper roster planning the DM ensures that week offs of his team members do not overlap.The target is allotted not on a particular brand but the target is allotted cluster wise which is composed of four or five brands.UMM.DM has to ensure effective replenishments.4)Availability of merchandise:-The DM continuously tracks sales and it is his duty to see whether merchandise is availalable or not.Bare denim is 1 cluster.He must have stock in hand. TARGET SETTING FOR NEXT WEEK:The DM gets target on a weekly basis and on this basis daily targets are allotted certain percentage of weekly target is given on a day and the percentage of this weekly target for a day increases as we move from Monday to Sunday. ROSTER PLANNING Team management is one of the most important skill that the DM must possess.For eg:-Lee cooper. In pantaloons the department managers are given incentives on low shrinkage Daily Global Count Register-High Value Items (Blue Sky/Watches/Sun Glasses) Da te Bra nd Receip Repair Outwa Opening ts Sales s rds Stock(Phy for the for the for the for the sical) day day day day Closing Stock(Phy sical) Syst em Stoc k Rema Sta D S Difference rks ff M M (Physical Sig Sig Sig vs System) n n n PRODUCT FEEDBACK: On the basis of his observation from daily sales and on the basis of feedback that the DM gets from his team members he comes to know which are fast moving products and then he discusses about the fast movers with the category.The DM must make adequate efforts to meet his target. 48 . GLOBAL COUNT:ONE BRAND PER WEEK In global count the DM has to see that physical count of his stock should be equal to system count.Shrinkage of the stock should be as low as possible and the DM has to continuously monitor the stock. PURCHASE ORDER(PO) GENERATION After ascertaining requirements the DM issues a purchase order.Srinkage incurs losses so efforts must be made to ensure that there is no shrinkage at all.team member has a Target card in which his individual targets are mentioned as to how much quantity he has to sell.Through command ME 21 N in SAP the DM makes returnable purchase order(RPO). 49 .