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Indian Retail Operations Benchmarking & Excellence Survey 2013

The Indian retail landscape is changing rapidly and for the better! In 2013, the industry is moving toward an efficient growth model, built around sustainable operational efficiencies and exemplary customer service.

 Indian Retail Operations Benchmarking & Excellence Survey 2013 is a first of its kind survey and benchmarking study on retail operations of Indian retailers. It reveals improvements in store operations particularly internal processes, systems and technology usage and a lag in terms of customer experience management, people management and better adoption of technology.

This study aims to be a credible tool to measure a retailer’s effectiveness and identify areas that need improvement.

There is a need to develop and maintain an overall industry scorecard to not only measure and track our progress but also evaluate where the next improvement opportunities are. The objective of our study was to understand, what makes a store click?

We attempted to explore the store operations management practices that drive retail store success in India. We have taken a three-dimensional view of retail to answer the three key questions for an Indian retailer: 

  • What is?.............................................industry benchmarks
  • What should be?..................................best practices
  • Where is the industry moving?..............strategic direction

The three dimensions we used to paint the retail panorama:

  • Strategic direction
  • Process maturity
  • Key Performance Indicators (KPIs)

Some of the key areas covered in this survey report include the following:

  • Five KPIs
    • Customer service
    • People management
    • Inventory management
    • Expense management
    • Financial performance
  • Five process maturity areas
    • Customer service
    • People management
    • Inventory management
    • Marketing and CRM
    • Space management and store look and feel
  • Strategic focus areas for FY 2014 at a store level
  • Strategic focus areas for FY 2014 at an organization level

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