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Retail Organization & HRM

Retail Organization & HRM. Chapter 4. Chapter topics. The organizational structure Process of organizing Retail tasks Classifying jobs Hierarchical charts Human resource environment. Setting up a retail organization. Identify needs of Target market Employee needs Management needs .

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Retail Organization & HRM

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  1. Retail Organization & HRM Chapter 4

  2. Chapter topics • The organizational structure • Process of organizing • Retail tasks • Classifying jobs • Hierarchical charts • Human resource environment

  3. Setting up a retail organization • Identify needs of • Target market • Employee needs • Management needs

  4. Target Market Needs • Sufficient personnel • Personnel knowledgeable & courteous • Facilities well maintained • Branch store customers needs met? • Are changing needs promptly met?

  5. Employee needs • Offer challenging & satisfying positions • Orderly promotion program • Participative decision making • Channels of communication

  6. Employee needs • Authority/responsibility relationship clear • Fair treatment of employees • Reward performance

  7. Management needs • Easy to obtain & retail competent personnel • Personnel procedures • Line of authority • Span of authority • Support staff

  8. Management needs • Levels of organization developed well • Organizations plans well integrated • Motivated employees

  9. Management needs • Low absenteeism • Policies on replacing personnel • Flexibility &adaptive nature of organization

  10. Organizing the firm

  11. Process of organizing firm • Outlining the specific tasks • to be performed in a retail distribution channel • Divide tasks among channel members & customers

  12. Process of organizing firm • Group retailing tasks into jobs • Classify jobs • Integrate positions in an org. chart

  13. Principles for organizing • Employee interest, training, & promotions • Employee turnover & absenteeism (การหมุนเวียนของพนักงานและการขาดงาน) • Line of authority (สายการบริหารงาน) • Reporting levels

  14. Principles for organizing • Span of control (ช่วงของการควบคุม) • Mgmt & delegation power (การบริหารและการมอบหมายงาน) • Supervisory responsibility (หน้าที่ความรับผิดชอบ) • Communication speed & levels • Informal vs. formal relationships & authority

  15. Retail tasks งานค้าปลีก

  16. Retail tasks to be performed • Buying merchandise • Shipping merchandise (สินค้าที่จัดส่ง) • Receiving merchandise

  17. Retail tasks to be performed • Check incoming shipments (วันที่จัดส่งเข้ามา) • Setting prices • Marking merchandise (ทำเครื่องหมายสินค้า)

  18. Retail tasks • Inventory storage & control • Displays (window & instore) • Facilities maintenance • Customer research

  19. Retail tasks • Customer contact • Customer follow-up • Customer complaint handling (จัดการเรื่องร้องเรียนของลูกค้า) • Personnel management

  20. Retail tasks • Repairs & alterations • Billing customers • Handling receipts & financial records • Credit operations • Gift wrapping

  21. Retail tasks • Delivery to customers • Return to Vendors • unsold/damaged mdse • Sales forecasting • Budgeting • coordination

  22. Division of tasks: retailer • Can perform all or some of tasks in distribution channel • From buying mdse to coordination

  23. Division of tasks: wholesale/MFG • Takes care of few or many functions • Shipping (การจัดส่งสินค้า) • Marking Merchandise (การทำเครื่องหมายสินค้า) • Inventory storage • Display • research

  24. Buying office Delivery firms Warehouse Marketing research Ad agency Accountant Credit bureau Computer service Division of tasks: specialists

  25. Division of tasks: customer • Responsible for: • Delivery • Credit • Sales effort (self service) • Satisfaction (DI)

  26. Classifying jobs & the hierarchical charts

  27. Classifying jobs –4 ways • Functional • Sales, buying, store operations • Product • Hires personnel for different products

  28. Classifying jobs – 4 ways • Geographic • Where store is located & local issues (ทำเลที่ตั้งของร้านและปัญหาภายในท้องถิ่น) • Combinations (การผสมผสาน) • HQ vs. branch hires (สาขาการจ้างงาน)

  29. Organizational charts: Functional • Hierarchy of authority • Vice President of “operations” • Sales promotion mgr • Mdse mgr • Personnel mgr • Store operations • controller

  30. PRODUCT org chart • Store mgr • Men’s outerwear mgr. • Ladie’s outerwear mgr. • Lingerie mgr • Appliance mgr.

  31. Geographic chart • Vice President of “stores” • Location A store manager • Location B store manager • Location C store manager • Location D store manager

  32. Small independent charts

  33. Mazur Plan(see fig 11-7 – p. 334) • Divides retail activities into 4 functions • Merchandising • Publicity • Store management • Accounting & control

  34. Equal Store Used by chains Centralized buying Branches = sales units Most popular Separate store Each branch has own buying responsibilities Equal store vs. Separate store org.

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