The Retail Institute Store Operations Manual - 2010

Here is another one of our inexpensive alternatives to the high cost of composing and writing your own Store Operations Manual from scratch. Most retail organizations will have similar Operations policies. You can adapt this generic manual for a fraction of the cost.

Developing a manual like this can cost $10,000 or more. This manual has over 400 hours of development from its original inception. You can edit the source files and save thousands while creating a custom and professional manual for your organization. We've researched and documented all of the BEST PRACTICES and with a little customization, your manual is ready to implement at minimal cost.

You will save thousands of dollars and time!

Get everyone on the same wavelength, operating your stores consistently and professionally in the eyes of your customers. Professional Operations boost sales!

The manual comes in Adobe Acrobat format as well as Microsoft WORD. You can easily add your logo to the pages and cover to give it a custom institutional appearance.  Your own staff can easily add, modify or delete policies, change phrases or numbers.

For 2010, we've also added tips and instructions in blue text that explains how to edit and enhance pages for your own custom manual. You can leave them in for Home Office Staff copies and quickly remove them for copies you'll distribute to the stores, thus making the field versions concise, simple and easy to understand.

The comprehensive manual is all inclusive, and is updated with the most contemporary practices for progressive organizations. The manual includes these topics:

PART A. GENERAL OPERATIONS

A.1    About Our Organization
A.2    Mission Statement
A.3     Our Core Values
A.4    Organizational Charts
A.5    Support Office Directory
A.6    Safety and Security

PART B. DAILY OPERATIONS

B.1    Store Team Structure
B.2    Job Descriptions
B.3    General Floor Layout
B.4    General Stock Room Layout
B.5    Communication Systems
B.6    Store Opening and Closing Procedures

PART C. POINT OF SALE FOR CASHIERS

C.1    Proprietary System
C.2    Employee Number on Transactions
C.3    Point of Sales Daily Cash Envelope Form
C.4    Balancing and submission of Daily Store Operations Report
C.5    Gift Certificates Issuance
C.6    Daily Deposit Procedures

PART D. SCHEDULING & PAYROLL

D.1    Base Schedule
D.2    Staff Profile Policy
D.3    Minimum Hours for Staff Policy
D.4    Schedule and Productivity
D.5    Weekly Timesheets
D.6    Cash Advance Policy
D.7    Overtime

PART E. CUSTOMER SERVICE

E.1    Dress Code
E.2    Customer Service Policy
E.3    Customer Concerns
E.4    Telephone Service Policy
E.5    Tax Exempt Purchases
E.6    Productivity Evaluation
E.7    Traffic Conversion Concepts

PART F. LOSS PREVENTION

F.1    Cash and Credit Card Transactions
F.2    Merchandise Returns
F.3    Employee Purchases
F.4    Merchandise Cycle Counts
F.5    Annual Stocktaking
F.6    Apprehension Policy and Procedures
F.7    Petty Cash and Gift Certificates Audit
F.8    Protection of Employees & Customers
F.9    Inventory Protection
F.10    Cash Control
F.11    Fixed Assets
F.12    Proprietary Information
F.13    Public Profile
F.14    Cost Control
F.15    Safes/Keys
F.16    Incident Report

PART G. SPECIAL ORDERS

G.1    Special Order Policy
G.2    Special Order Procedures and Limits

PART H. SHIPPING & RECEIVING

H.1    Shipping Document
H.2    Receiving Document
H.3    Receiving Report
H.4    Manual Chargeback
H.5    Bill of Lading
H.6    Inter-store Transfers
H.7    Sealed Box Count Receiving

PART I. PRODUCT MANAGEMENT

I.1    Zone Reports
I.2    Restock Analysis
I.3    Core Product  Management
I.4    Inventory Turns Management
I.5    Merchandising Policy
I.6    Top seller Reports
I.7    Managing Special Orders

PART J. REPAIRS & MAINTENANCE

J.1    General Repairs Policy
J.2    Tendering for Repairs and Maintenance
J.3    Payment for Repairs and Maintenance

SAMPLE PAGE

• Manual: M20334