Operational Training for Multi-Store Retail Organizations

Retail Operations Consultant

Over the years the members of our consulting team have created and/or refined operating procedures for the majority of retail firms with sales over $300 million. That process was very successful, and very valuable, for the retailers who engaged us. Over time, however, the performance lift gained will decline unless the retailer continually trains their operational staff. This decline typically occurs because:

• Natural turnover means well-trained associates no longer make up your store operations team
• Most retail managers and supervisors are ineffective trainers
• Most retail managers and supervisors have a weak understanding of productivity and how to employ the metrics necessary to monitor it
• Most retail managers and supervisors are poor at offering effective performance feedback and associated performance coaching
• Once addressed, trained behaviors often lose focus due to other “operational fires”

Given this scenario, Atlanta Retail Consulting has developed a unique approach to assist our retail clients to re-gain, or surpass, the performance levels once achieved by re-training your operational supervision to improve your operating procedures. The approach we are offering is based on the premise that you already have reasonably productive operational procedures and labor standards that approximate Best Practice.

This approach is unique in that rather than suggesting a re-do of your procedures, we suggest a focus on re-training your operational team Supervisors and Managers to re-establish a deep understanding of productivity, task organization, and performance coaching utilizing your current procedures and labor standards.

The core steps in the approach we recommend is depicted in the graphic below:

The core functions we suggest for this re-training effort include:

• Receiving
• Processing
• Merchandising / stocking
• Recovery
• Price / signage maintenance

The training would include process planning/organization, proper layout, best use of resources/equipment, employing  Best Practice procedures, utilizing performance standards, and giving appropriate positive performance feedback. Other functions (e.g. P-O-G maintenance, cycle counts, RTV, special orders/rain checks, etc.) could be added at the retailer’s discretion.

Deliverables that you could expect from a properly organized re-training effort include:

• Renewed focus on operational excellence
• Faster operational task completion
• Improved awareness of operational productivity
• Lower cost per unit to perform operational tasks
• Improved sales floor/stockroom in-stock condition
• Improved sales floor condition (recovery/signage/fixture placement, etc.)
• Refined / updated operational procedures manual

We suggest that your senior operations management give this approach significant thought. Our team members who would assist you are individuals who have decades of retail training experience and have assisted retailers of all formats to improve their operational performance.  

If you have an interest in this approach, please feel free to contact us at PCF@AtlantaRetailConsulting.com for a more in-depth, no obligation, discussion. WWW.AtlantaRetailConsulting.com.

 Atlanta Retail Consulting

Sample Operations Training Format

 

The format for the re-training process is expected to resemble a day-long seminar. A potential road-map for the training to be considered is as follows:



SAMPLE TRAINING FORMAT:

 

Timetable:
Training Start Time:  8:30 am
Training Stop Time:  5:00 pm
Lunch Break: Approx noon - 1:15 pm (Lunch is not served as a part of the seminar, however, numerous lunch spots are nearby)

Seminar Leader:  Atlanta Retail Consulting Team Members
 

Cell Phones: We do ask for the benefit of the other participants that all cell phones are turned off or set to vibrate during the training process unless mentioned otherwise.

Refreshments: Coffee, soft drinks, and water will be provided.

Suggested dress: Business casual
 

Training Agenda Overview:
The purpose of the training will be to re-acquaint all operational management with our core field operational procedures. We will take numerous short breaks during the day between topics. The training will be structured to be interactive and will include a few energetic exercises designed to maintain high interest levels and be very informative. Handout material will be provided.

Potential Training Module options include:

• Production versus Productivity
• Employing Operational Metrics
• How to best employ Task Productivity Standards
• Current Procedures and Best Practice Tweaks
• Workload Balancing Techniques
• Work Area Layout (Area Redesign)
• Utilizing Proper Equipment
• Simple Performance Coaching Techniques
• Coaching Practice
• Questions and Go-Forward Planning

Topics may be added or modified as appropriate. We will structure the training to explore each topic as deeply as necessary given each retailer's individual circumstance.

The lunch break will be approximately one hour and we will offer suggestions for near-by lunch locations available to you to help you decide where to eat OR lunch will be provided. We do ask that you try to eat and return in the time allotted for the meal, so we can resume the training without interruptions.

Training Style:

The training will be as interactive as possible. It will not just be a day of a speaker discussing topics. Our plan is to have the audience interact together to teach each other - in addition to the discussion leader presenting information. This style tends to make a training more enjoyable as numerous new thoughts and perspectives are offered by the audience to help you learn. The pace of the training will depend on the level of audience participation and interaction. Helpful audience interaction will be encouraged.