As in any other sector, Operations Excellence is a much desired in Retail too! Yet, few have attempted a structured approach to achieve this for the physical, aka brick & mortar, Retail sector.

Based on several discussions with both retailers and other service industry professionals I took at this sector from a Process (strongly influenced by 6 Sigma) perspective.

I observe six distinct areas that retailers need to focus on. I have named them S0 to S6.  Four of these are “In-Store” and the first and last outside the store. They are listed below:

1. Society, or S-0.  This is the “catchment area” of the store, or the market it serves. Its demographics, income levels, competing retailers, etc. Though technically out of the store (hence S-0), this is where the retailers story begins.
2. Shopper, or S-1.  Here we need to look beyond demographics into profiles from a lifestyle and spend perspective as well.
3. Staff, S-2.  This covers Staff of all kinds that man the store. Managers, salespersons, cashirs, etc.  Their appearance, their performance and attitude toward shoppers.
4. Stocks, S-3.  Here wwe cover the display, show-rooming and turnover of stocks kept for sale.
5. Space, S-4.  Space covers not only the “empty spaces” that are so critical to give shoppers the comfort of personal space, but also the furniture and shelves that eat into it.  On may refer to this as Layout of the store as well.
6. Strategy, S-5. Again, “out of the store” but very critical for store operations.  Rather, along with S-0, Strategy drives the specific objectives the other Ss inbetween (S1 to S4) need to aim for.

Specific details of these are covered in my article here: The 6 Elements Framework To Improve Retail Management

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