Chapter 13

Question 1

What is “Operations Management” ?

Answer 1

Operations management is the efficient and effective implementation of the policies (store’s rules) and tasks that satisfy a retailer’s customers, employees, and management

Question 2

Describe the top-down management approach

Answer 2

a retailer starts with its total available store space, divides space into categories, and then works on specific product layouts and specific product space allocation.

Question 3

Why Maximize Personnel Productivity?

Answer 3

1. Labor costs are high.
2. High employee turnover means increased recruitment, training, and supervision costs.
3. Poor personnel may have weak sales skills, mistreat shoppers, mis-ring transactions, and make other errors.

Question 4

List some ‘security measures to protect both consumers and employees” from becoming a victim of crime while at the store or within the mall and its surrounding areas

Answer 4

a. Uniformed security guards provide a visible presence

b. Undercover personnel are used to complement uniformed guards.

c. Brighter lighting is used in parking lots, which are also patrolled more frequently by guards.

d. TV surveillance cameras and other devices scan the areas frequented by shoppers and employees.

Question 5

List some of the vital “Store maintenance Decisions”.

Answer 5

1) Exterior—parking lot, points of entry and exit, outside signs and display windows

2) Interior—windows, walls, flooring, climate control and energy use, lighting, displays and
signs, fixtures, and ceilings.

Question 6

How can planning in advance lessen the impact of crisis?

Answer 6

By planning in advance, the company is prepared before-hand and knows exactly what to do in this type of situation (plan)

Question 7

What is “rationalized retailing” and the features of rationalized retailing

Answer 7

Combines centralized management control by head office with strict operating procedures for every phase of business for each store location within the chain.

Question 8

What involves store maintenance?

Answer 8

Involves all the activities in managing a retail’s physical store (or stores if there are multiple)

Question 9

List possible crisis situations that may at some point face a retailer

Answer 9

No heat, no electricity

Catastrophic event that affects key managers

Flood in the store / water damage

Natural disaster–Hurricane, tornado, flood

Pandemic

Question 10

List ways that a retail store manager can improve store space productivity

Answer 10

a) Use of vertical displays.

b) Hanging displays from store walls and/or ceilings.

C) Open doorways, mirrored walls, and vaulted ceilings that give small stores a larger appearance.

Question 11

List aspects of a retail business that can be outsourced

Answer 11

Accounting and Tax duties

Maintenance and janitorial functions of the store

Maintenance of computers and Software upgrades

Security of the store (guards)

Question 12

List the vital types of “credit management decisions”

Answer 12

What form of payment is acceptable?

What type of credit cards are accepted? Visa, Mastercard, Store’s own
credit card (ie The Bay Credit Card / Canadian Tire Credit Card)

What are customer eligibility requirements for a cheque or credit purchase?

Question 13

Describe the bottom-up space management approach

Answer 13

A bottom-up space management approach begins planning from the bottom based on the specific individual products and specific brands level and then proceeds from the bottom upwards to the categories, total store space,and overall company levels.

Question 14

What is a “prototype store format” and the features of prototype store

Answer 14

Prototype store format refers to chain stores where each store within the chain has the EXACT same LOOK.

Question 15

Explain why the retailer takes advantage of outsourcing opportunities

Answer 15

It can cut costs of specific tasks (cheaper)

its less tiring since you are not doing everything at once, someone else does it for you (ex: you pay someone to do your taxes or accounting)

Question 16

Explain some aspects of how computerization can create efficiencies within retail organizations

Answer 16

In-store telecommunications (e.g., lightweight pocket phones) aid operations via low-cost,secure in-store transmissions.

Software provides computerized inventory control and customer order tracking.

The computerized checkout is used by both large and small retailers to efficiently
process transactions and monitor inventory.

Self-scanning allows a consumer to scan items being purchased at a checkout counter,pay by credit or debit card, and bag items.

Question 17

What is “Operations Blueprint” and list some of its advantages

Answer 17

Operations blueprint explains how to perform a specific task and how long it takes to complete each step

Pros:
Standardizes activities.
Blueprints isolate points at which operations may be weak or prone to failure.

Operations Blueprints show personnel needs.

Operations Blueprints help identify productivity improvements.

Question 18

List ways that a retail store manager, can apply to “Maximize Personnel Productivity”

Answer 18

A)Hiring Process (hire talented employees after having verified their references)

B) Workload Forecasts (Busy Periods versus non-busy periods – variation in staff)

c) compensation

Question 19

List some of the vital “Inventory management Decisions”

Answer 19

How much inventory should be on the sales floor versus in a warehouse or storeroom?

How often should inventory be moved from non-selling to selling areas of a store?

Question 20

Describe the top-down management approach

Answer 20

a retailer starts with its total available store space, divides space into categories, and then works on specific product layouts and specific product space allocation.