Track
Service Management
Duration
30 hours
Skill Level
Advanced
Language
English
About this Course
Understand the structures, strategies, and challenges of running and managing retail businesses.
Learning Mode: Learn at ALC or at Home
Detailed Course Curriculum
Hands-on module breakdown aligned with MKCL production standards and industry requirements.
- Introduction to Managing the Store
- Orientation and Training Programs
- Motivating and Managing Store Employees
- Simply Delicious: Interview
- Introduction to Human Resources in the Retail Industry
- Objectives of Human Resource Management
- Downward performance spiral
- Introduction: Managing Store Employees
- Evaluating Store Employees and Providing Feedback
- Evaluation Errors
- Compensating and Rewarding Store Employees
- Compensation Programmes
- Designing a Compensation Programme
- Introduction to Accounting Basics
- Methods of Accounting
- Financial Accounting Concepts
- Recording Transactions
- Financial Journal
- Accounts Book
- Final Accounts
- Introduction to Accounts Analysis
- Setting the Budget
- Making and Monitoring MIS Reports
- Key Business Ratios: Introduction
- Debt-Equity Ratio
- Current Ratio
- Quick Ratio
- Introduction to Point of Sale
- Components of a POS System
- Choosing a Point of Sale System
- Retail POS System
- Traditional POS System or Cloud-Based POS System
- Retail Cash Flow Management
- Introduction to Vendor Management
- Vendor Management Process
- Keeping Vendors Happy
- Benefits of Good Vendor Relationships
- Introduction to Supply Chain Management
- Benefits of Supply Chain Management
- Strategic Advantage
- Improved Product Availability
- Collaboration Between Retailers and Vendors
- Supply Chain Management: Case Study
- Introduction to Logistics
- What is logistics?
- Distribution Centre
- Coordinating inbound transportation
- Receiving and checking of goods
- Storing and cross-docking
- Getting merchandise floor-ready
- Managing outbound (outgoing) transportation
- Introduction to Managing Inventory
- Benefits of Inventory Management
- First in First Out Vs Last in First Out
- Best Practices for Managing Inventory
- Managing Inventory Using Google Sheets and Google Forms
- Introduction to Radio Frequency Identification (RFID)
- Types of RFID Technology
- Frequency Types
- The Benefits of RFID in Retail
- Impediments to Adoption of RFID
- Inventory Shrinkage
- Reducing Inventory Shrinkage
- Organised and High Tech Theft
- Detecting and Preventing Shoplifting
- Reducing Employee Theft
- Calculating Shrinkage
- Introduction to Distribution Channels
- Types of Distribution Channels
- Product Related Factors
- Introduction to Understanding the Market
- Market Analysis : Its Exact Use
- Different Methods of Market Analysis
- Conducting Market Analysis
- Identifying Key Competitors
- PESTEL Analysis
- PESTEL Analysis
- PESTEL Analysis: Coca Cola
- SWOT Analysis
- Introduction to Consumer Segmentation
- Factors and Types of Consumer Segmentation
- Starting your own Retail Business
- Are you an Entrepreneur?
- Developing a Concept
- Quick Screen
- Preparing a Business Plan
- Environmental Analysis
- Implementation Plan
- Getting Started
- Introduction :Which Retail Store to Open
- Which Retail Store to Open?
- Opening a Grocery Store
- Opening a Stationery Store
- Opening a Mobile Phones and Accessories Store
- Opening a Cosmetics Store
- Opening a Medical Store
- Opening a Garments Store
- Opening a Fruits Store
- Introduction to Franchising
- Advantages and Disadvantages of a Franchise
- Advantages and Disadvantages of a Start-up
- Competition from Other Franchise Owners
- Training and Consistency
- Challenges and Restrictions of Franchising
- Introduction to a Business Plan
- What is a Business Plan
- Elements of a Business Plan and Writing a Business Plan
- Defining a Blueprint
- What is Service Blueprinting?
- The New Digital Health Mission
- Case Study: AAA
- Components of Blueprinting
- customer Action
- customer Action
- Onstage contact Employee Action
- Onstage contact Employee Action
- Backstage Employee Contact Actions
- Backstage Employee Contact Actions
- Support Process
- Support Process
- Physical Evidence & Line of Interaction
- Line of Visibility & Internal Interaction
- Case Study: Oberoi Hotels
- Examples of Service Blueprinting: Restaurant
- Examples of Service Blueprinting: Banking
- Evolution of ATMs
- Blueprint for Technology delivered self service
- Service blueprint for the opening and services related to a savings account
- Case Study: Uber
- Building a Service Blueprint
- Identifying the service process to be blueprinted
- Identifying the customer or Customer segment experiencing the service
- Mapping the service process from the customer’s point of view
- Mapping the contact employee actions and/or technology actions
- Linking contact activities to needed support functions
- Adding Evidence of Service at Each Customer Action Step
- Studying the Service Blueprint of McDonald’s
- Introduction to Fundraising
- Loans - Secured and Unsecured
- Personal Savings
- Friends and Family
- Crowdfunding
- Business Partnerships
- Angel Investments
- Venture Capital
- Introduction to Government Initiatives
- MUDRA Offering
- The Credit Guarantee Scheme (CGS)
- Government Initiatives for Women
- Bharatiya Mahila Bank
- Annapurna Scheme
- Stree Shakti Package
- Orient Mahila Vikas Yojana Scheme
- Dena Shakti Scheme
- Udyogini Scheme
- Cent Kalyani Scheme
- Mahila Udyam Nidhi Scheme
- Introduction to Legal Steps
- What is a Business Entity?
- Business Entity Registration
- Lease Agreement
- Licensing
- Trade License
- The Shops and Establishments Act
- Goods and Services Tax
- Safety and Fire Checks
- Introduction to Legal Framework & Managing Talent
- Attracting Talent ( Employment Marketing )
- Minimum Wages
- Provident Fund ( PF)
- Employees’ State Insurance Scheme (ESI)
- Developing Talent
- Training
- Working Hours and Conditions
- Motivation
- Diversity
- Introduction to Goods and Service Tax (GST)
- GST and GST Rates
- Benefits of GST
- Input Credit Under GST
- Impact of GST on the Retail Sector
- Introduction to Filing Goods and Service (GST)
- GST Tax Slabs
- Calculating GST
- Taking GST Credit
- Steps to Enrol on the GST Portal
- Steps to File GST Returns
- Location, Location, Location
- Factors Affecting Retail Site Location
- Economic Condition
- Competition
- Strategic Fit
- No. of Surrounding Stores
- Economies of Scale from multiple stores
- Cannibalization
- Evaluating a Site for a Retail Store
- Retail Site Location: Case Study
- Introduction to Retail Locations
- Unplanned Locations
- Planned Locations
- Introduction to Buying Merchandise
- Buying Merchandise: What to Sell?
- National Brands
- Private Labels
- National Brands vs Private Labels
- Buying National Brand Merchandise
- Meeting National Brand Vendors
- Trade Show
- Sourcing Private Label Products
- Developing Private Label Merchandise
- Introduction to Buying Merchandise II
- Negotiating with Vendors
- Tips for Effective Negotiations
- Negotiation Issues
- What is a Strategic Relationship?
- How to Build and Develop Strategic Relationships
- Introduction to Multi -channel Retailing
- What is Multi-channel Retailing
- Different Channels of Retailing
- Websites
- Online Ecommerce Stores
- Market Places
- Mobile Apps
- Store Fronts
- Social Media
- Why do we need multi-channel retailing?
- Consistency of Experience
- Data Integration
- Pricing
- Reach
- Challenges of Multi-Channel Retailing
- Market fragmentation
- Inventory and infrastructure
- Introduction to Retail Pricing
- Setting Retail Price
- Pricing Strategies
- Value
- Introduction to Pricing Techniques
- Types of Pricing Techniques
- Variable Pricing
- Price Discrimination
- Perception of Fairness
- Approaches to Pricing
- Legal and Ethical Issues for Pricing
- Introduction to Crafting Brand Positioning
- Crafting Brand Positioning
- What is Brand Positioning
- Choosing a Competitive Frame of Reference
- Establishing a Brand Positioning
- Positioning and Branding for Small Businesses
- Introduction to Implementing a CRM
- Step 1: Email Integration
- Step 2: Create Filters
- Step 3: Import Contacts
- Step 4: Define your Deal Stages
- Step 5: Create a Lead Ad
- Step 6: Website Integration
- Step 7: Invite your Team
- Loyalty and It’s Value: A Story
- Introduction to Customer Loyalty
- Customer Loyalty Programs & Its Types
- Benefits of Customer Loyalty Programs
- Case Study: Big Bazar
- Introduction to Introduction to Setting Up an Online Store
- Setting Up an Online Store
- Using a Shopping Cart
- Website Development and Hosting
- Website Security
- Payment Gateway
- Online Marketing
- Introduction to How to Become a Flipkart Seller
- Flipkart Seller Registration
- Registration as a Sole Proprietorship
- Registration as a Private Limited Company
- Registration as an LLP
- Tax Registration Requirement
- Begin Selling on Flipkart
- Introduction to IKEA
- History of IKEA
- 5P’S IKEA
- What Makes IKEA Different?
- Introduction to Dmart
- History of Dmart
- Strategies Adopted by Dmart
- 4P’s of Dmart
- Secrets Behind Dmart’s Success
- Introduction to Walmart
- History of Walmart
- Walmart’s Strategies
- Every Day Low Prices (EDLP)
- Investing in Advanced Inventory Technology
- Supply Chain Management
- Dealing Directly with Manufacturers
- Sam Walton’s 10 Rules of Building a Business
- Case Study: Cotton King
Eligibility Criteria
• Basic knowledge of computers and keen desire to build skills in this field.
• Open to students, job seekers, and working professionals.
• Open to students, job seekers, and working professionals.
Official Certification
• Official MKCL KLiC Certificate upon successful completion of the course and evaluations.
Work-Centric Learning Approach
• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!
Ready to start Retail Business Dynamics?
Join our upcoming batch at ZICA Kalyani center with certified instructors.
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