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Chapter 1313Operations Management: Operational Dimensions RETAIL
MANAGEMENT:A STRATEGICAPPROACH,
10th Edition
BERMANBERMAN EVANS EVANS
13-2
Chapter Objectives
To describe the operational scope of operations management
To examine several specific aspects of operating a retail business: operations blue-print; store format, size, and space allocation; personnel utilization; store maintenance, energy management, and renovations; inventory management; store security; insurance; credit management; computerization; outsourcing; and crisis management
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Overview
Operations management is
the efficient and effective implementation of the policies
and tasks that satisfy a retailer’s customers, employees, and
management (and stockholders, if it is publicly owned)
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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?
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Operational Decisions (cont.)
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?
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Operational Decisions (cont.)
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?
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Operating A Retail Business
Operations Blueprint Store Format, Size, and Space Allocation Personnel Utilization Store Maintenance, Energy Mgt., Renovations Inventory Management Store Security Insurance Credit Management Computerization Outsourcing Crisis Management
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Operations Blueprint
An operations blueprintoperations blueprint systematically lists all the operating functions to be performed, their
characteristics, and their timing.
The retailer specifies, in detail, every operating function from the store’s opening to closing –
and those responsible for them.
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Maximizing Personnel Productivity
Hiring Process Workload Forecasts Job Standardization and Cross-Training Employee Performance Standards Compensation Self-Service Length of Employment
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Figure 13-4: Store Maintenance Decisions
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Inventory Management Decisions
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?
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Figure 13-5: Inventory Management at Costco
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Store Security
Uniformed security guards Undercover personnel Brighter lighting TV cameras and other devices Curfews Limited access to backroom facilities Frequent bank deposits
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Insurance Issues
Rising premiums Reduced scope of coverage by insurers Fewer insurers servicing retailers Greater need for insurance against
environmental risks
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Credit Management Decisions
What form of payment is acceptable? Who administers the credit plan? What are customer eligibility requirements
for a check or credit purchase? What credit terms will be used? How are late payments or nonpayments to
be handled?
13-16
CAM Commerce Solutions
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Figure 13-6: Effective In-Store Communications
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Figure 13-7: Everest Enterprise: Integrated E-Commerce Software
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Figure 13-8: The Latest in Checkout Technology
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Crisis Management
There should be contingency plans for as many different 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