Executing the retail strategy: store operation challenges

Abstract

Organized Retailing poses a unique set of challenges in terms of managing stores. Store Operations forms an integral part of a retailers business and is crucial in determining the success of the business. While the corporate office may have a wealth of ideas and strategies, from the customer's perspective all the visible action is happening at the store. Retailers are constantly trying to improve their processes so as to provide consistent service at all locations and ensuring that they meet or exceed the expected customer service levels. This project has been structured as a case and corresponding case analysis. It examines the business model for operating stores at a large North American Home Improvement retailer and identifies the some of the problematic and challenging areas for the retailer in terms of store execution. From the perspective of a participant observant, this case analyses the activities in a store, and focuses on some of the initiatives being taken up by the retailer to improve store operations. It also studies how technology has been used to improve upon the store processes and ensure consistency of execution.