Advance Retail Store Operations

Semester and Year Offered: August 2018, 3rd semester

Course Coordinator and Team: Nikhil Charak & External Experts

Email of course coordinator: nikhil@aud.ac.in

Pre-requisites: The course focuses on the Job Role related to Department Manager (Level-6) in a retail store as per the guidelines of National Skill Qualification Framework (NSQF). The course is meant to be offered to those who have specific knowledge and skills related to Sales Associate (Level-4) & Team Leaders (Level-5) offered in 1st year.

Aim: Advance Retail Store Operations is an essential part of BVoc- Retail Management course which emphasised on the importance of operations and management of retail stores. It is an industry related specialised programme. The programme is in alignment with National Skill Qualifications Framework. The course aims to bridge the gap between the skill-profiles of the graduates and those that are required by the industries in the job market. The skill related courses including the On Job Training comprise 60 per cent of the total weight age in overall credit calculation, and is assessed through a combination of skilled trainers and Retailers Association of India. General Education Component is given 40 per cent weight age in credit calculation and various competencies are assessed by the University guidelines.

Course Outcomes:

Student will be able to:

• Establish and satisfy customer needs
• Develop individual retail service opportunities
• Help maintain health and safety in a store enviroment

Brief description of modules/ Main modules:

Note: The said course is of total of 60 hours which includes 48 of Theory and 12 hours of Practical

Module 1: Managing customers and customer service ( 12T+3P) (SONAL AND NEHA)

This module will introduce to various sub topic such as Classification of retail customers, Identification of customers, types of customers, customer classification and customer loyalty. Segmentation methods, Evaluation of segmentation, Segmentation of different type of retail store, popular methods of segmentation. Customer service and service recovery, good customer service, exceptional customer service, need of customer service, service recovery programs, service recovery and customer satisfaction, secrets of customer service recovery.

Module 2: Managing Manpower (SONAL AND NEHA) (12T+3P)

This module will introduce to various aspects of Retail organisation structure, types of retail organization structure, Facts about the structure, Management personnel and training. Manpower planning, meaning, factors, objectives and principles, planning and development process. Job analysis and Job Description, importance of job analysis and description, difference between job analysis and job description. Recruitment, recruitment process, Learning and Development.

Module3: Managing Merchandise (SONAL AND NEHA) (14T+4P)

This module will introduce to various concepts of Understanding merchandising management, merchandise strategy, merchandise handling, merchandise management process. Supply chain, warehousing, retail supply chain management, warehouse management, Managing merchandising cost and quality, proper merchandising and quality management system, cost reduction. Merchandising display, window display guide, retail concepts and visual merchandising, merchandising display and store design. Store capacity and basic formats. Sustainability approach towards managing Merchandise. Customer experience vision.

Module4: Managing health, hygiene and safety(SONAL AND NEHA) (9T+3P)

This module will introduce to various concepts such as Compliance for procedures and legal requirements, steps to ensure compliance with policies and procedure. Reporting, managing during the emergency and accidents situations Planning for evacuation Health and safety requirements Planning for prompt action Handling equipment and materials. Various acts and legalities associated with health, hygiene and safety.

Assessment Details with weights:

Assessment Plan(weight, mode, scheduling) for the course:

Reading List:

1. Vedamani, G. G. (2012). Retail management: Functional principles & practices. Mumbai: Jaico Pub. House
2. Azad, P. (2009). Retail Management. Aph Publishing Corporatio.
3. Levy, Michael, Barton A Weitz and Ajay Pandit (2008). Retailing Management, 6thEdition, Tata McGraw Hill Publishing Co Limited, New Delhi.
4. Levy, M., Weitz, B. A., & Grewal, D. (2012). Retailing management (Vol. 6). New York: McGraw-Hill/Irwin.
5. Nair, Suja (2010). Retail Management, 3rd Edition, Himalaya Publishing House, Mumbai
6. Pradhan, S. (2009). Retailing management: Text and cases. Tata McGraw-Hill Education
7. Sinha, P. K.&Uniyal, Dwarika Prasad. (2012).Managing Retail.2ndEdition,Oxford University Press.
8. Iyer, S. (2012). Retail Store Operations. New Delhi: Tata Mcgraw Hill Publishing Co Ltd.