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January 2008 Management Programs by DESIGN 1
R.J.M.P Retail Jewelry Management Program
LEADERSHIP
COMMUNICATION
STRATEGY
January 2008 Management Programs by DESIGN 2
R.J.M.P
Vision Cycle
Planning Execution
&
Holding Accountability
Chaos into Order
To improve
Efficiency & Productivity
Taking Confusion
&
Creating Understanding
January 2008 Management Programs by DESIGN 3
David Robinson – What you get!
30 years experience in the Retail Jewelry business
20 years in senior management executive positions in
operations
Experienced in exclusive independents and multi store
operations in the UK, Caribbean and the US including Alaska
Retail Jewelry Diploma through St.Dunstan’s University,
London
Experience equivalent to a degree in Bachelor of Business
Administration
January 2008 Management Programs by DESIGN 4
David Robinson – What you get!
Top-performing, solutions-driven executive with exemplary experience leading organizations through change, revitalization, turnaround, and accelerated growth
Credited with driving significant revenue gains and bottom-line profits through strategic business development leadership
Skilled at designing and implementing organizational infrastructures and business plans that maximize performance, quality, efficiency, and profits
Decisive and results-oriented with outstanding negotiation and organizational skills. Adept at building relationships based on
mutual trust and benefit
January 2008 Management Programs by DESIGN 5
David Robinson – Areas of Expertise!
Alliances & Partnerships
Brand Management
Change Management
Competitive Positioning
Cost Reductions thru Organizational restructuring
Employee Development
Financial Management
Human Resources
International Business
Negotiations
New Business Development
Operations
P&L Accountability
Revenue & Profit Growth
Strategic Planning and Development
Training
Vendor Relations
January 2008 Management Programs by DESIGN 6
Understanding Key Performance Areas
KPA Management
Leadership
Planning & Organizing
Communication
Decision Making
Team Building
KPA Store
Sales Performance
Human Resource
Merchandise Performance
Standards Of Presentation
The Business Process
January 2008 Management Programs by DESIGN 7
Key Performance Indicators
“Operational Toolbox”
1. Recruitment, Induction, Training & Coaching (All)
2. Store Visit Report (Executive & Store Manager)
3. Staffing Profiles (Store Management)
4. Sales Performance (Executive & Store Manager)
5. Standards Of Presentation (Store Team)
6. Store Visit Checklist (Store Management)
7. Productivity Statistics (Executive & Store Manager)
8. Strategic Marketing (Executive & Store Team)
9. The Business Process (Executives & Store Team)
January 2008 Management Programs by DESIGN 8
KPI-01 Recruitment, Induction, Training, Coaching
This program begins with recruitment and where to start and then concentrates on the importance of induction, training and coaching of any employee at store level
Establishes recommended headcounts based on store size, location and sales plan and is built as a cost of sales on base salary and commission projections
Recommends methods to attract candidates and utilizes interview questionnaires to ensure you are hiring the right person for the position you are hiring
Specific programs are available to approach your NEW employee right from day one through to career progression and coaching discipline where required
THE LITTLE BLACK SALES BOOK is a must have for all NEW recruits and is particularly useful to anyone completely new to the jewelry business
Also available are fast fact product sheets, training workshops, mind leaders programs and a library of various training tools for every position
Approach under performance in a positive way with proven methods to develop an individual or a group to succeed through teamwork and self discipline
January 2008 Management Programs by DESIGN 9
KPI-02 Store Visit Report
Detailed analysis by senior management attached to Operations
Specific performance issues are highlighted in relation to general operating
procedures and sales performance, HR & Staffing, Merchandise, The
Business Process, Store Development and your competition
Detailed S.M.A.R.T Objectives are outlined for action by regional and store
Management which is, Specific, measurable, agreed to be Attainable,
realistic by the team, with a determined deadline-TIMEBOUND
On going review of objectives until complete. Level I report highlights the
performance issues, Level II highlights review and feedback and re-
establishes deadlines, and Level III report is now at critical stage and could
hold specific accountability to the point of re-assignment and or disciplinary
action
January 2008 Management Programs by DESIGN 10
KPI-03 Staffing Profiles
This planning and organizing tool is critical to the success of the operational effectiveness of any store
Statistics on planned and actual sales for the week along with key metrics on traffic, conversion rates, transactions and average transactions by store
Advanced planning of work schedules for Mgt, back office and sales team including start, finish times, hours worked vs. hours of operation and holds P&L accountability as a planned cost of sales
Putting The Right People in The Right Place at The Right Time
The results reviewed and strategies in place to address performance shortfalls where applicable.
January 2008 Management Programs by DESIGN 11
KPI-04 Sales Performance
Reporting analysis in relation to performance in sales by store, by vendor, sales professional and senior management…subject but not limited to the following…
Regular updates by store and region on productivity performance to last year and plan by day, week and month…these reports are all designed by Operations and updated in catapult format by IT…
Daily Flash Sales Report
Weekly Flash Sales Report & Productivity
Monthly Flash Sales & Productivity
Monthly Productivity Performance by store
Monthly Productivity by merchandise division by company & store
Monthly Productivity by vendor
Quarterly reporting available on all of the above along with YTD analysis
January 2008 Management Programs by DESIGN 12
KPI-05 Standards Of Presentation
This tool assigns responsibilities and accountabilities in relation to
store standards in merchandise presentation and maintenance
The Rules of engagement relate to specific areas of merchandise
based around the checklist provided
Case Descriptions are highlighted by store and Sales Associates
assigned to each
The compulsory 3 page checklist is completed every month by the
owner and departmental or store manager
Utilize The Visual Merchandising Guidelines
January 2008 Management Programs by DESIGN 13
KPI-06 Store Visit Checklist
This tool is a detailed 5 page document to be utilized at least every 8 weeks.
It details current Sales Performance by MTD/YTD and last year at the time of the visit
Details the results on the performance standards vs. plan on transactions, average transaction, conversion rates, overall productivity and gross margin
Departmental areas are graded to a standard along with every critical element of store operations
Reviews marketing initiatives and incentives, warehousing and back office facilities, understanding of operating plans and KPI understanding and utilization
Reviews The Business Process for compliance to ensure controls are in line with expectations
January 2008 Management Programs by DESIGN 14
KPI-07 Productivity Statistics
Review of store performance against standards planned for the
fiscal year in the following ;
ADJUSTED TRAFFIC
TRANSACTIONS
AVERAGE TRANSACTIONS
CONVERSION RATES
OVERALL PRODUCTIVITY…
The results reviewed and strategies in place to address
performance shortfalls where applicable.
January 2008 Management Programs by DESIGN 15
KPI-08 Strategic Marketing
The development of a strategic annual media plan
Explores all avenues of advertising opportunities within the market including but not limited to
Controls and tracks all disbursements and returns on vendor co-op agreements
Event planning to include proven revenue driving initiatives that also increase client awareness
Cruise Ship Promotions
Newspaper & Magazine Media development & distribution
Duratrans & Billboards
Internal co-op opportunities including window share & catalogue programs that drive positive balance sheets
Event Examples; Annual SALE Event (Largest Revenue Driver) Swiss Watch Fair, Vendor specific events, Client appreciation Event
January 2008 Management Programs by DESIGN 16
KPI-09 The Business Process
Operations – The Information Station The Business Process for operational purposes is any
information relative to the following that is available to assist in
dealing with many of the administrative functions attached to
store management;
1. Internal Audit (IA)
2. Human Resources (HR)
3. Information Technology (IT)
4. General Administration (GA)
5. Customer Service (CS)
6. Repairs
January 2008 Management Programs by DESIGN 17
Operational Mission
Commitment and buy in from field management
Implementation of key initiatives as directed on time
Review progress at regular intervals in accordance with schedule on KPI’s
Constant feedback and follow up to ensure compliance by all concerned
Understanding the reasons for the initiatives and consequences if not utilized
Spend the right amount of time preparing, planning and communicating and lead from the front line by example and you will succeed