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7/29/2019 Chapter 11 - Mine
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Retail Organization
& HRMCHAPTER 11
PART ONE
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Chapter topics
The organizational structure
Process of organizing
Retail tasks
Classifying jobs
Hierarchical chartsHuman resource environment
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Setting up a retail organization
Identify needs of
Target marketEmployee needs
Management needs
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Target Market Needs
Sufficient personnel
Personnel knowledgeable & courteous
Facilities well maintained
Branch store customers needs met?
Are changing needs promptly met?
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Employee needs
Offer challenging & satisfying
positions
Orderly promotion program
Participative decision making
Channels of communication
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Employee needs
Authority/responsibility
relationship clear
Fair treatment of employees
Reward performance
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Management needs
Easy to obtain & retail competent
personnel
Personnel procedures
Line of authority
Span of authority
Support staff
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Management needs
Levels of organization developed
well
Organizations plans well
integrated
Motivated employees
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Management needs
Low absenteeism
Policies on replacing personnelFlexibility &adaptive nature of
organization
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Organizing the firm
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Process of organizing firm
Outlining the specific tasks
to be performed in a retail distribution
channel
Divide tasks among channel
members & customers
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Process of organizing firm
Group retailing tasks into jobs
Classify jobs
Integrate positions in an org. chart
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Principles for organizing
Employee interest, training, &
promotions
Employee turnover & absenteeism
Line of authority
Reporting levels
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Principles for organizing
Span of control
Mgmt & delegation power
Supervisory responsibility
Communication speed & levels
Informal vs. formal relationships &
authority
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Retail tasks
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Retail tasks to be performed
Buying merchandise
Shipping merchandiseReceiving merchandise
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Retail tasks to be performed
Check incoming shipments
Setting pricesMarking merchandise
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Retail tasks
Inventory storage & control
Displays (window & instore)Facilities maintenance
Customer research
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Retail tasks
Customer contact
Customer follow-upCustomer complaint handling
Personnel management
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Retail tasks
Repairs & alterations
Billing customers
Handling receipts & financial
records
Credit operations
Gift wrapping
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Retail tasks
Delivery to customers
Return to Vendors
unsold/damaged mdse
Sales forecasting
Budgeting
coordination
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Division of tasks: retailer
Can perform all or some of tasks
in distribution channel
From buying mdse to coordination
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Division of tasks: wholesale/MFG
Takes care of few or many
functions
Shipping
Marking mdse
Inventory storage
Display
research
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Division of tasks: specialists
Buying office
Delivery firms
Warehouse
Marketing
research
Ad agency
Accountant
Credit bureau
Computer
service
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Division of tasks: customer
Responsible for:
Delivery
Credit
Sales effort (self service)
Satisfaction (DI)
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Classifying jobs
&the hierarchical
charts
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Classifying jobs4 ways
Functional
Sales, buying, store operations
Product
Hires personnel for different products
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Classifying jobs4 ways
Geographic
Where store is located & local
issues
Combinations
HQ vs. branch hires
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Organizational charts: Functional
Hierarchy of authority
Vice President of operations
Sales promotion mgrMdse mgr
Personnel mgr
Store operations controller
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PRODUCT org chart
Store mgr
Mens outerwear mgr.
Ladies outerwear mgr.
Lingerie mgr
Appliance mgr.
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Geographic chart
Vice President of stores
Location A store manager
Location B store manager
Location C store manager
Location D store manager
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Combination chart
See page 332
Figure 11-5
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Small independent charts
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Mazur Plan(see fig 11-7p. 334)
Divides retail activities into 4 functions
Merchandising
Publicity
Store management
Accounting & control
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Equal store vs. Separate store org.
Equal Store
Used by chains
Centralized buying Branches = sales
units
Most popular
Separate store
Each branch has
own buyingresponsibilities
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Part 2human resources
On another set of slides