COMPANY OVERVIEW

COMPANY NAME LANDMARK GROUP

LOGO

FOUNDED 1973 in Dubai ,UAE

CHAIRMAN & FOUNDER Micky Jagtiani

CEO Renuka Jagtiani.

VISION To be among the top 3 retail players in three of the fastest

growing retail markets in the world.

MISSION Carefully listen, always deliver and constantly adapt.

VALUES L.E.A.D with integrity in everything.

L-listen –listening to understand the customers and the
team.
E-Empower-empowering the teams/ to succeed.
A-Adapt-constantly adapt to stay ahead.
D-Deliver-Always delivering the best.

NO. OF OUTLETS 2,300

PRESENCE IN NO. OF 22
COUNTRIES
Source: www.maxfashion.in

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 STORE OVERVIEW

Address: 3-4-240, hari ohm arjuni towers, Opposite to

McDonald’s Restaurant, Himayat nagar,
Hyderabad, Telangana.

Contact no 04048536010

Size of the store 14600sqft.

Store manager’s name Mr. Vinay Kumar

Year of establishment 02-04-2017

No. of employees 56

No. of cash counters 08

No. of trial rooms 17

No. of camera’s 32

Source: research

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 MENTOR PROFILE

Name: - Mr. Abdul Nazir

Designation: - Assistant Store manager.

Academics: - MBA

Experience: -

 2 years of experience as a sales executive in pantaloons

 7 years of experience as a sales executive and then department manager in
Westside
 2 years of experience as a assistant store manager in max

Achievement:-Highest target achiever in 2017

Contact no. : -8919113068

Email Id: - hydhimayatnagarmaaxsm@landmarkgroup.in

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 OBJECTIVES OF THE STUDY

 To know what all licenses are required for running a store.

 To understand the procedure of opening and closing of the store.
 To get an understanding of store readiness.
 To know how company handles merchandises.
 To know how store staffing and scheduling is done.
 To get an understanding of security measures taken by the store
 To know the loss prevention strategies and shrinkage.
 To know the cashiering process understand cash management
 To know the customer service.

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 PRE STORE OPENING
The year of establishment of the store is 2nd April 2017. The store has many licenses that are
required for the establishment and to carry on the process of running a retail store. All the
licenses are displayed on notice board in backend (REFER ANNEXURE 1.1). It is also
known as the legal procedures that are required for the establishment of the store. Licenses
required for running a store are:

1. Shops and Establishment registration certificate: According to the Shops and

Establishments Act, this is to know the employee condition. It also to take care about the
working hours of the company, holiday and leaves provided to the employee.
2. Trade Licence: Trade License is a certificate/document which grants the permission to
carry on the trade or the business. So max has trade license display on their board.
3. 365 days licence: In max, they have 365 days working license with them if they are
working seven days a week or 365 days a year. They should make sure that an employee
is getting one holiday in a week. According to the law, the retail store can be open for
operations all throughout the year.
4. GST Certificate and GSTIN: Max has GST registration certificate with them and all the
documents required for Goods and Services Tax. Law implies obtaining a unique number
from the concerned tax authorities for the purpose of collecting tax on behalf of the
government and even GSTIN number which is too displayed at the entrance of the store.
5. Store Name In English And Local Language: According to the law, every retail store
should have to display their store name in English and local language on signage board.
So max has there store name in English and Telugu.
6. PPL Licence: Max also has Phonographic performance ltd license that means is a license
where a company gets permission to plays music or recordings inside the stores.
7. Weights and Measures license: Max has weight and measurement license with them as
they use weighing machine during inward of stock.
8. Hoarding and display license: hoarding and display license is given by the municipal
corporation and it is valid under a period.
9. Contract labour license: according to contract labour act, 1970 the organizations who hire
employee for the support should have contact labour license.
10. Security guard license: Registration for security guards is displayed and under a validity
period of one year.

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 STORE OPENING AND CLOSING PROCEDURE
Store opening process:

 The store gets opened at 9:30 AM for the employees and the house keeping staff.
 The department manager or ASM opens the store and removes the seal on it. If the
manager finds the seal open or the date and signature is not mentioned then he has to
complain to the store manager and to the head office.
 After opening the store, manager has to switch on optimum lights on the floor
 Then they even switch on sensormatics on floor.
 Music should be switch on before 11:00am.
 There is a separate room in the store for maintaining the cash sales of the store, only head
cashier and the senior cashier have access to it. Then the head cashier sets the cash in
denomination, wherein a person from the bank comes to collect the cash sales before
11am.
 The staff should make sure that the stocks are properly arranged on the floor and it is
ready for the customers.
 The manager checks that there is one staff present in each department.
 The house keeping staff is responsible for cleaning the store and keeping it ready before
opening the business for the customers. The house keeping persons do wet and dry
mopping, cleaning the washrooms, cleaning the facade area and dusting the shelves,
tables, racks and gondolas and even the glass mirrors are cleaned with Colin ad
newspaper.(refer annexure-2.4)
 Trial rooms are checked and cleaned before 11:00am.
 Manager ensures that all the staffs are in complete uniform before the store is open for the
customers.
 Head cashier or senior cashier should check that float is issued in tills and point of sale is
ready for billing.
 There will be checklist for checking the SOP’s of the store whether they are working in a
proper condition or not. (REFER ANNEXURE 1.2)
 One of the sales staffs has to take the checklist and go through the entire store to check
the working conditions of lights, AC and etc making sure whether the washrooms are
kept clean, checking the facade of the store. The checklist provides a clear proof for the
proper working condition of the store. The store gets open for the business and the
customers at 11:00 AM.

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Closing of the store:

 The store gets closed for the customers at 10pm by making an announcement but not for
the employees as they have some procedures to settle.
 Head cashier or senior cashier makes sure that all the tills are closed and they should
switch off sensormatics, EDC machine, and music.
 Housekeeping staff should take all the security tags and hangers from point of sale and it
should be kept in backroom.
 Manager should check that all trail rooms are empty.
 Manager should make sure that AC, lights are switch off.
 The closing manager of the day has to prepare day sales report on the excel sheet.
 The senior cashier has to prepare a settlement for cash sales of the day by making it ready
for sending it to the bank for the following day. The cash is properly put in the lockers in
a room and only the cashier, store manager has the access to enter the room.
 Manager’s room, cashier’s room and IT room should be properly locked.
 All merchandise products are properly folded and arranged properly on the shelves in the
store by the closing staff. (REFER ANNEXURE 1.3)
 The closing manager has to put the seal on the lock with mentioning the date and his
signature on it.
 By 11pm the store gets closed for all the employees in the store.

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 STORE READINESS

Before 11:00 am, the manager and housekeeping staff should do all the following mentioned
works:

 Whether all lights, AC and the main server of the store are working in a proper condition
is to be checked. The house keeping staff does the wet and dry mope. Cleaning the
washrooms, cleaning the façade area and dusting all the shelves, racks, tables and
gondolas. (REFER ANNEXURE 2.1)
 Trail room and in store mirror should be cleaned.
 Shopping bags should be segregated and should be kept at every floor.
 Air fresheners sprayed at trail rooms and office.
 Arranging the products category wise and size wise. Making sure the folding of the
merchandise is as per the company’s rule.
 Checking whether the mannequin is dressed properly with suitable matching pair to
attract the customers and also making sure to change it on weekly basis.
 Making sure that the billing systems and EDC machines are in a proper working
condition.
 Checking the security tags are been attached to all the products, otherwise the
merchandises are put in the backend and later the security tags are attached.
 After all this process is done then an employee has to go through the complete store to
check and fill-in the check list stating if all the work is done and also has to mention if
there is any problem at any part of the store.

Employee readiness

 The employee has to make sure that he/she is following the company rules in grooming
himself/herself properly. (REFER ANNEXURE 2.2)
 The employee has to make sure that he has complete product knowledge on all the
merchandise of the store. He has to make himself ready in dealing with the customer’s
questions regarding the products and answering them properly with proper knowledge on
the subject.
 He has to make himself ready in dealing with any problems relating to the store and his
job by putting away all his personal matters aside and making himself confident to deal
everything.

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 STORE MERCHANDISE HANDLING
Inventory at max comes from 3 places i.e. inter store, Distribution center which is the
warehouse and vendor i.e. supplier. Warehouse is located in gundla pochampally. The
software that is used is SIM which is Store Inventory Management. Inventory management
supervises the flow of goods from manufacturers to warehouses and from these facilities to
point of sale. A key function of inventory management is to keep a detailed record of each
new or returned product as it enters or leaves a warehouse or point of sale.

PROCESS OF INWARD OF THE STOCK FROM WAREHOUSE TO STORE:

The stock should be received by the inventory manager, any one department manager and
one security guard and the housekeeping staff. In the absence of inventory manager, store
manager or assistant store manager should be present. Stock is received daily from Monday
to Saturday between 1:00 pm to 2:00 pm. The driver of the truck has two copies of the
documents with him, one he keeps for himself and one he gives to the inventory manager.
The documents are:

1. STN (stock transfer note) contains from address, to address, Document no., document
date, LR no., LR date, transporter name, no. of cartons, container id, group,
departments, Brand, quantity, cost value, MRP value.
2. CCS (carton control slip) (loading sheet) has container id, department, box no. , store
id.
3. Carton box control sheet: In this how many boxes are there are ticked.
4. E-Way bill (2 copies)
5. LR (lorry receipt) has dispatch time, no. of containers, store code, LR no., LR date,
vehicle no., box no., department, container number, box no.
6. Asset transfer form (REFER ANNEXURE-3)

As soon as the inventory manager receives the documents we checks the seal number on
the seal of the truck’s lock and checks if it matches with the seal number on the STN.
Once the seal matches the driver breaks the seal. Then every carton is weighed and the
weight is noted down in the CCS. Cartons are weighed to avoid any variance or
shrinkage. Once all the stock is weighed all the cartons are send to the back office for
inward. The stock inward is done using a PDT (portable data terminal).

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1. Open wave link studio app in PDT then open SIM1 file and then enter the user id and
password. Enter the user id and password, it shows various options:
i. Shipping/receiving-this is used when the merchandise is received from warehouse
or vendor and is shipped to different stores.
ii. Lookups
iii. Stock counts-this is perpetual inventory.
iv. Logouts-this is for logging out of the software.
2. For receiving of stock we have to select shipping/receiving option. So we have to click 1.
Then again it shows few options:
i. Direct delivery- these are when the inventory is directly delivered to the store .this
is used for brands like Peter England, Bossini etc.
ii. Warehouse delivery- these are when the products are sent from the distribution
centre. This is used for max products.
iii. Warehouse quick receive
iv. Transfer scan-this is store to store transfer
v. Return scan-these are the products that have to be returned to the warehouse or
vendor
vi. Receive transfer
3. As we are receiving it from warehouse we have to select warehouse delivery option. So
click on the 2nd option. Now start scanning.
4. First scan the barcode of the container id. We get 2 options: 1. Receive container; 2.
Receive all; click on the 1st option.
5. Again 3 options will be shown: 1. Receive case level; 2. Receive damages; 3. Receive
container; then select the first option.
6. Then scan all the items in the carton.
7. Once all the items are scanned press enter, then press escapes, it will show the expected
quantity and the scanned or received quantity, if both tallies, press escape and save the
delivery.

If the received and scanned quantity doesn’t match then physical count has to be done. Even
after the counting it then a mail is sent with a photo of container and weight. If any miss
matches are there then and if the product doesn’t have a barcode then the style code is written
and sent to the Regional Office through mail and RO sends the printed barcodes to the store.

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VENDOR INVENTORY:

Documents that are needed are Tax Invoice. The regional office requests the purchase order
to the vendor and then the vendor sends the products to the store. The same process will be
followed except here instead of clicking on 2 which is warehouse delivery the 1st option
which is direct delivery has to be clicked.

The vendors of brands at Max are:

 Siyaram silks (Oxemberg)

 Clothing culture (Sin)
 Sweety Jewels (Accessories)
 Madhura Garments (Peter England)

OUTWARD PROCESS:

For outward of merchandise: The merchandise controller from the Regional Office sends a
RMS number (retail merchandising system) in which all the details of the products (barcode,
quantity, etc.) to be send will be mentioned. Once the store receives the details, it has to scan
the items that are supposed to outward and pack them and send it in the same truck from
which they receive stock. For scanning the stock, in PDT

 Open wave link studio app then

 Open SIM file and then login using the user id and password.
 Enter the password, it shows 4 option from which select 1st option i.e. Shipping and
receiving option. Then it shows 6 option from which we have to choose transfer scan
option if we have to send it to different store.
 If we have to send it to warehouse or to the vendor we have to select return scan option.

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 STORE STAFFING AND SCHEDULING TIME

Hiring process at max includes sourcing, screening, short listing and selecting the right
candidates for the filling the required vacant position.

 Identification and Understanding: It is the process of identifying and analysing the

requirement from the Manager about his/her needs and expectations about the position to
be filled. Things to be considered-experience required, Education Qualification,
Flexibility of the candidate, Knowledge and skills set.

 Sourcing: Sourcing for candidates refers to proactively identifying people who are either
a) not actively looking for job opportunities or b) candidates who are actively searching
for job opportunities though the industry also recognizes the existence of 'active
candidate sourcing' using candidate databases, job board etc.

 Testing Candidate: Testing candidate is the process of determining whether

a candidate is qualified for a role based on his or her education, experience, and other
information captured on their resume. It involves testing candidate for job skills or
knowledge to determine whether the candidate is qualified for the position.
 Interview: This are scheduled next. They have two rounds in the interview i.e. initial
interview and final interview. Where initial interview, is a way for the employer to find
only the most qualified applicants for the job. The final interview is usually last data
point gathered before a hiring decision is made. Each interviewer separately assesses you
and the hiring manager jointly in a meeting with the entire interview team if they will
extend an offer.
 Short Listing: The interviewing process is vital in ensuring that you choose the best
person for the job. The hiring manager then shortlists the candidate according to their
performance and experience.
 Back Ground Check And Offer: In this process collect all the communication details
about the candidate and ask for some professional references who can best describe the
candidate.HR persons will do verification and checks.
 Joining Formalities: after selecting the candidate, they give the joining date to the
employee and ask them to submit their required documents and the start their training
period.

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SCHEDULING TIME

Every employee has to work according to the rooster system given by the organization. As
MAX is a very huge store it has many employees so it has a planned rooster system that is to
be followed by the employee:

Batch Timing

1shift 9:30-7:30

General shift 11:00 am – 8:00 pm

2shift 1:00 pm – 10:00 pm

STORE SECURITY
The security at Max Himayat nagar, involves third party ‘Action Force Protection Security’.
There are 9 security guards. The timing for security staff is 12 hours. There will be one
security when the store opens at 9:30 am. Every staff is appointed with the respective work
which they have to do in the store.

The security will maintain the registers like Visitors register, Housekeeping register, Staff
register, and Brand staff register, Lunch break register, daily checklist register. The security
at the baggage counter has counting machine to track the number of walk-ins. Security plays
an important role, it is mandatory that a security has to be during opening and closing of the
store. The security has to check the staff/ department manager or any employee before
leaving the store.

Security devices used at max:

1.) Cameras: There are 32 cameras fixed throughout the store. The captured footage is
backed up for 15 days. Footage can be accessed by SM, ASM & IT. It can also be
accessed by RO & HO.

2.) Fire extinguishers: The store has approx 8 fire extinguisher fixed in the store along the
fire exit layouts. The fire extinguisher type at max is ABC; one fire extinguisher can be

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 used for 5-10mins to put off the fire. The extinguisher has 1 year validity. Fire panel is
located in the primary window near to staff entrance. They even have fire exit at first
floor and second floor.(REFER ANNEXURE-2.3)

3.) Sprinkler: Sprinklers also protect store from fire. They are fixed at every 4 metres
throughout the store. One the heat touches the sprinkler water starts gushing from and
covers area of 3 metres.

4.) Sensormatics: There is sensormatics near the entry and exit doors. It helps to sense if any
merchandise is being taken out of the store with the hard tag. It starts beeping once the
merchandise with the tag attached to is brought near it. It is helpful to prevent shrinkage.

5.) Counting clicker: The security guard at the entrance has a machine and clicks whenever a
customer enters the store this helps to know the number of walk-ins. Even the
sensormatics have the device which counts the walk-ins and its being updated in the
system.

6.) Baggage counter: Baggage counter is only for the customer baggage only. Staff
baggage/purchases are not accepted at baggage counter. A trained security guard must
always be available behind the counter to accept and return baggage to the customer.
Before store opening, the tokens are to be placed in respective shelves and also for the
availability of sufficient gate pass booklets, exchange & alteration slips.

Registers & records that are maintained at baggage counter are:

1) Gate pass book.
2) Stock movement register (inward & outward).
3) Attendance register
4) Visitors register
5) First aid box
6) Alteration & Exchange slips
7) Click & collect inward register
8) Store opening & closing register.

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 LOSS PREVENTION AND SHRINKAGE

 Camera: There are 32 cameras fixed throughout the store. The captured footage is
backed up for 15 days. Footage can be accessed by SM, ASM & IT. It can also be
accessed by RO & HO.
 Security tag: There are Security tags attached to the products to avoid external theft.
 Security guards: the security guards checks the employee bags when they enter the
store and even the employee bags are been checked while they exit the store.
 During the inward, to avoid loss prevention the inventory manager makes sure that he
weighs each and every carton to avoid shrinkage.
 There is a register for employee where the employee writes in time, out time, how
much cash they have, break time. Cash in
 Sensormatics: There is sensormatics near the entry and exit doors. It helps to sense if
any merchandise is being taken out of the store with the hard tag. It starts beeping once
the merchandise with the tag attached to is brought near it. It is helpful to prevent
shrinkage.
 The security guard checks the bill amount and the products which they have brought
from the store.

SHRINKAGE

Shrinkage happens not only due to thefts but there various internal and external reasons for
shrinkage in a store. The shrinkage should be less than 0.15%. If the shrinkage is more than
0.15 %then the salary is deducted from SM and ASM salary.

Some of the internal reasons could be:

 During outward, when excess stock is sent to warehouse.

 At the time of inward, few stocks are misplaced.
 When wrong bar-coding is done for WBC products
 Damages within the store

For determining the shrinkage in the store the value of the stock is considered and not the
quantity.

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 CASH MANAGEMENT AND CASHERING PROCESS
There are 8 billing counter in the store. And each counter has a barcode scanner, 2 EDC
machines, cash till, customer display, fake detector machine, Security tag remover, Security
tag detector. In the morning the head cashier or the senior cashier checks the previous day
cash transactions and set them according to denomination. A person from HDFC bank comes
and collects that amount and gives a slip to the head cashier. While head cashier or senior
cashiering giving money to the bank person, it’s necessary that there should be one
department manager standing there.

The software that is used for the cashiering process is “ORPOS”. ORPOS is (Oracle point of
sale) the software used for cashiering process. It helps the cashiers to categorize the types of
payment, add customers, shows sales report, set up vouchers, address books, etc.

(REFER ANNEXURE 4)

As soon as the cashier comes he/she has to click F3 for login with user id and password then
click yes. Then enter till id and then enter the float amount which is 2000 i.e. opening cash.
At the end of the day it is given to the head cashier.

Cashiering checklist is maintained by the head cashier wherein he checks if the float amount
has been issued or not and seeing if EDC rolls and POS rolls are available or not and
checking if there are enough carry bags for the day. EDC machine are in good condition. At
the end of the day he checks if all the amounts are tallied and all system and removing all the
hard tags and pins and all the hangers are sent back. This has to be signed by the head cashier
and by SM and ASM. The process that is followed for cashiering is:

1. Greeting the customers: The cashier does the cashiering. The cashier who is doing the
billing greets the customer by telling “Good morning/afternoon/evening”.

2. Collect the customer’s details: The cashier first takes the customer’s mobile number and
checks if he/she is a member of the loyalty program. If he/she is not a member, the
customer is asked if they want to become a part of the membership. If yes, the then
cashier creates a membership for the customer. The membership page has fields such as
name, contact number, email id, etc. if he/she has a membership, then their loyalty points
are checked for redeeming in the transaction. The cashier informs the customer about the
loyalty points and asks if they want to redeem the points.

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3. Scan the products: The cashier takes the customer products and scans them for the billing.
The cashier also informs them about the offers running in the store. The cashier also
motivates the customer to buy the add-on goods such as belts, socks, wallets,
handkerchiefs, scarf’s, accessories.
4. Enter F6 option which is tender option.

5. The customer is asked about the mode of payment they want to pay in for their purchase.
Modes of payment: The modes of payment at Max are cash, card, e-wallets, LMR points,
Credit Notes, EMI (Bajaj Finserv) as the modes of payment. In the meanwhile the house
keeping removes the hard tags from the products and packs them. The customer is asked
about the mode of payment they want to pay in for their purchase.

CASH PAYMENT:
Collect the cash and click F2 which is for cash and then the till opens.
CARD PAYMENT:
 Collect the card
 Then click F4 which is the credit option.
 Then click F3 for offline EDC
 Enter 12 digits in which the last four digits are card number
 Select the EDC’s bank
 Then the card is inserted in the EDC and the amount of the transaction is written.
 Then a slip is received and one copy of it is taken and is kept with the cashier and the
other is given to the customer.
 The cashier has to write the approval code from the slip and then the bill is received
and given to the customer along with the bag.
6. Close the transaction: Once the bill is issued then it is given to the customer along with
the bag. Then the cashier wishes the customer “thank you” .The transaction is completed.
At night, when the store closes, the head cashier checks the cash sales, card sales, etc.
And they then manually check the amount and tally it with the system count. The money
is stored in the head cashier’s cabin until the next morning. The next morning a person
from bank comes and collects the money while collecting the amount a department
manager has to be present while the money is handed over to that person.

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 CUSTOMER SERVICE
SALES PROCESS

The sales process at Max is carried out by the Customer Relationship Executives (CREs).
The employees are given training before they are employed in the store. The company also
ensures that regular workshops and training programs are conducted for enhancement of the
employee’s sales skills. The sales process that is followed at the max store is:

MEET GREET DIRECT

In max the CRE’S has to follow MGD process i.e., meet, greet and direct. According to this
the CRE is supposed to first meet the customer, then greet the customer and understand the
need of the customer and then direct him to the place where the product is located. If a
customer is not satisfied then its CRE duty that he should show alternative products to the
customer. It is very important that an employee should have deep product knowledge about
the products that are available inside the store and where it will help the employee to easily
suggest the required product to the customer. So it is important that employee should know
the features, benefits and value of the products. The CRE is given daily and monthly targets
to be achieved both in terms of value and quantity which helps in achieving the overall store
target. The daily target is fixed based on the previous day sale reports. The major way to
achieve the target is by making big bills i.e. making bills worth more than 10,000. In the
briefing that takes place twice a day, the employees are briefed about the targets achieved or
incomplete, the performance of the store and any drawbacks. Once the customer selects the
products for purchase, the CRE escorts the customer till the cash counter. The efficiency of
the staff is tracked through the Staff bills tracker wherein a CRE inputs the employee ID after
a bill to keep a record of the bills serviced by them. So by that who did more sales receive the
star of the month award and incentives.

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Exchange policy

Exchange policy is avaiable at max store,the product or merchandise should be exchanged

within 30 days from the date of billing. The store has to check certain things while
exchanging the product like Condition of merchandise, Invoice date, Place of purchase,
Barcode on the invoice, Merchandise purchased during EOSS, Reason for exchange and the
product should not used and the product should be in saleable condition and while returning
the product the customer should have the bill with them .If the customer does not have bill
with them, there’s no issue for that, the thing they can do is they can enter their registered
number by that the customer shopping history can be taken out from LMR records.

General terms and condition during exchange are an exchange can be made within 30 days
from the date of purchase provided the merchandise is unused, intact and in a saleable
condition with original product tags and invoice. Inners, jewellery, sunglasses can’t be
exchanged. Discounted, altered and used merchandise can’t be exchanged. Exchange of
merchandise bought during off sale period will be permitted during the same period only.
(REFER ANNEXURE 5.5)

As soon as the customer enters the store for exchaning the product. First thing the customer
should do is they should go at the baggage counter where the security lady sees the condition
first and then a slip is prepared wherein the store code ,date is written then the description of
product barcode number MRP and number of pieces is written then the customer name and
number is taken and the reason for exchange is written then the invoice number and invoice
date is written then the security who prepared the slip signs and the customer signs and a
department manager’s signature is taken. (REFER ANNEXURE 5.6)

Then all the products that are to be exchanged are kept in a bag with a tag and are sent to the
cash counter. If the customer wishes to exchange then and there they can shop or else the
customer can avail the store credit from the cashier which will be valid for one month. The
store doesn’t provide for cash refunds. The only options for returns are either exchange or
issue credit notes. The issued credit note is valid for 90 days. The credit note could be
redeemed at any Max store around India. Credit note has to be issued for replacements like
size problem. Credit note can’t be reissued and the purchases should be made of same value
or more.

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 STORE SOP’s

Wooqer is software wherein the SM/ASM has to check all the details.
In this the date will be set and accordingly SM /ASM has to check all the details. And this has
to be done after the 2nd Briefing. In this every day SM/ASM has to check according to the
specific day. (REFER ANNEXURE 6.1)

 Like Monday they have to check hygiene of the store and pictures have to be uploaded in
this app.
 Tuesday is for analysis: here the department manager along with SM & ASM analyzes
what mistakes or if there are any changes that can be made.
 Wednesday is for review here they PRAP (performance review and action plan) which is
they review the last weeks targets and see what went wrong and prepare the action plan
for the next week.
 Thursday is processing like WBC and cashiering processes a file is prepared and
uploaded.
 Friday is get set: here the store should be ready for the weekend the stock should be
neatly maintained and options are.

This also checks if all the departments are set according to the planogram or not and also
checks the floor is ready for the day or not and the maintenance of the store. All of this has to
be uploaded every day which can be seen by the Regional Office.

CHECKLIST: There are different checklists for different department like inventory checklist,
VM checklist, cashiering checklist, department manager checklist and grooming standards.
These checklists are checked to check if everything is done in systematic manner or not.

 Department manager checklist: here the department manager checks if his department is
ready or not and sees if staff is present on time or not and if the products are displayed
according to the planogram and briefing the Customer Relation Executives on the present
day sales target and motivating them. (REFER ANNEXURE 6.2)
 Inventory management checklist: here the inventory manager checks the daily activities
of the store and checking the exchanges, deleted, suspended, cancelled and damages are
sent on time to the vendor or the warehouse. Checking if the stock inward and outward
process is smoothly done or not. (REFER ANNEXURE 6.6)

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 Grooming standards checklist: Here the department manager checks if the CRE’S are
following the grooming standards or not. This has to be checked every day. (REFER
ANNEXURE 6.3)
 Visual merchandising checklist: There is a checklist that the VM has to check daily. In
this the VM has to check if the store exterior, interior, window display, all 5 departments
are set properly according to the guidelines and if the signages are in displayed properly
or not. All props are set according to the planogram. (REFER ANNEXURE 6.5)
 Cashiering checklist: Cashiering checklist is maintained by the head cashier wherein he
checks if the float amount has been issued or not and seeing if EDC rolls and POS rolls
are available or not and checking if there are enough carry bags for the day. EDC
machine are in good condition. At the end of the day he checks if all the amounts are
tallied and all system and removing all the hard tags and pins and all the hangers are sent
back. This has to be signed by the head cashier and by SM and ASM. (REFER
ANNEXURE 6.4)
 Store opening and closing checklist: There will be checklist for opening and closing
where they checks the SOP’s of the store whether they are working in a proper condition
or not. (REFER ANNEXURE 1.2 & 1.3)

Loyalty Program

About Landmark Rewards

Landmark Rewards Program is a rewards and benefits program of the Landmark Group in
India aimed at providing loyalty benefits to all customers. Customers can enroll voluntarily
for the Landmark Rewards program by sharing their mobile number at the store or online.
Subject to certain restrictions on earning and spending loyalty points at certain stores as
mentioned herein, Landmark Rewards Program covers all the participating stores and brands
of the Landmark Group in India which includes Lifestyle, Max Fashion, Home Centre,
Mélange, Krispy Kreme, Splash, Spar & Fun City.

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 Enrolment into Landmark Rewards Program

 The Landmark Rewards membership is voluntary, valid for a lifetime and is non
transferable.
 Any individual who has attained the age of 18 years, has a valid and active Indian mobile
number and is shopping at any of the participating stores of the Landmark Group are
eligible to apply for membership. Presently, no enrolment fee is applicable for becoming
a member of the Landmark Rewards Program. There is no minimum shopping limit for
becoming a member.
 As a pre-condition to becoming a member, a customer will be required to provide
mandatory information including Full name, valid & active Indian mobile number, fill-up
and sign prescribed forms and adhere to such terms and conditions as may be prescribed
for membership from time to time.
Earning loyalty points
 The mobile number of the members is the primary identification for earning loyalty point
upon purchase. Members need to quote their registered mobile number at the participating
stores during billing to earn loyalty points.
 The number of loyalty points earned by a member is based on the tier category into which
he/she falls into. A customer will be classified as a gold or platinum member based on the
spends by the member mentioned against the tier below:

TIER ANNUAL SPENDS

(IN RUPEES)
GOLD Up to Rs.64999

PLATINUM Rs. 65000 & above

 All newly enrolled members will be categorised under gold category upon enrolment.
 After enrolment, the member will be upgraded to platinum category if during the period
of 12 months after enrolment the member spends falls within the threshold of platinum
tier category as mentioned in the table above. Qwsdewq43
 For every spends of Rs 200/- 2 loyalty points will be awarded to a member.

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 Spending loyalty points

 Presently, loyalty points can be spent real time at the cash counter only at Lifestyle,
Home Centre, Max, Splash, Melange, and Krispy Kreme, Fun City, and SPAR stores.
 The member should have accumulated a minimum of 166 points for spending. The value
of 1 point is Rs. 0.60. A member will be required to spend a minimum of 166 points (Rs.
100) during any transaction. Once the transaction is completed, the loyalty points in a
member's account will be reduced to the extent of the Points spent.
 Landmark Rewards Program and its benefits are available only to the enrolled members.
For spending the loyalty points in any of the participating stores/brands of the group
companies of Landmark Group other than SPAR, a member will need to be personally
present at the store and request for generation of a One Time Password (OTP) for each
spending. Upon such request, an OTP will be sent to the member's registered mobile
number as available in the records and the member will be required to provide the OTP so
generated for validating such spending, failing which spending of points may be refused.
 The member shall be responsible for providing and updating his/her mobile number at the
time of enrolment and subsequently. For validating spending through OTP process, the
group companies of Landmark Group rely solely on the mobile number provided by the
member from time to time and registered in its records, and shall not be liable for any
consequences due to incorrect mobile number being provided or failure on the part of the
member to forthwith update any change in his/her mobile number

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 PERPETUAL STOCK CHECK
Perpetual inventory is followed as per "Schedules" or at least 1 department per month is
covered via PI. Any deviation should be approved by the Regional Head & details of
reschedule must be available. All divisions are to be covered within two half yearly audits.
The PI takes place after the closing of the store i.e. in the night.
Prior to the PI night the tags of all the stock of the departments to be scanned are kept outside
the product so that it easier to scan. The PI is done using PDTs as it much quicker than
manual count. The Inventory manager, Department Manager and CREs of the respective
division do the PI.
Once the PI is done, the pieces scanned are reflected in the system and a variance report is
generated on comparing with the stock on hand. Stock on hand shows the current stock
available at the system after the sales. PI variance report is generated and signed by Store
Manager, Inventory manager & respective department manager. Records should be
maintained at store for audit review. SAD report is passed in the system for the PI variances
within 10 working days (from PI date) with Regional Manager, Regional Commercial
Manager and Regional Inventory Manager. The approval is taken through mail and the
approval records are maintained for audit purpose.
In case of cancellation of scheduled PI (PI not conducted), the cancellation is approved by
Regional Manager and Regional Commercial Manager in writing within 3 working days.
Further, Re-PI should be done within 10 working days from the original schedule date.

DUMPING OF THE STOCK

The Stock which have manufacturing defects is sent back to the warehouse. Even unsold
stock is sent back to the warehouse or it is kept in the backroom and then those stocks are
taken out during end of season sale and then sold to the customers, even though if it is not
sold then it is sent back to the warehouse.

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 SUGGESTIONS AND RECOMMENDATIONS

RECOMMENDATIONS

 We would like to recommend them to check security tag while checking without
barcode products as this will reduce shrinkage.

SUGGESTIONS

 We would like to suggest them to open second floor cash counter in weekdays also as
there are more of customers.
 We would even like to suggest them to have different modes of payment like pay tm,
Google pay.

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 SUMMARY AND CONCLUSION

The research at max has helped us a lot to gain knowledge of licenses that are required for
running of the store. And the processes of Inventory Management helped in getting the
knowledge of the various documents and how to manage the stock which comes into the store
till the sale is done and even the outward process of goods. The way the store opens and is
ready for the customers till the store closes. The store security and the loss prevention
strategies adopted and shrinkage in the store. The hiring process, the employee scheduling,
best time to prepare rooster, the policies for employees and how they handle the customer
service.

Finally, this research has given us clear insight on how to operate a store and importance of
following SOPs of the company.

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