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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 retailers 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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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
Operations Blueprint
An operations 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 stores opening to closing and those responsible for them.
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Hiring Process Workload Forecasts Job Standardization and Cross-Training Employee Performance Standards Compensation Self-Service Length of Employment
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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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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
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