Retagging Process (RO-RT 16.

0)
Putting of price tags on merchandise where there is a price change or price tag is missing

Objective
To ensure that every merchandise on the floor has a price tag

Process
Retagging at unit happens in two situations
 Price change due to Mark up/ Mark down
o Merchandiser has to create an event for price change ,48 hrs before the price change
becomes effective at front end
o Merchandiser has to inform the Event Number for price tag generation to Central Tag
Generation Incharge through email with a copy to D & L co-ordinator.
o Tags for all the units will be generated centrally at Services office or local DC’s and
couriered to all units’ Receiving Bay at least 24 hrs before the price change becomes
effective
o Receiving Bay Incharge has to distribute the tags to concerned DM for retagging.
o DM has to make sure that all the items are retagged on the day of price change to avoid
price overrides.
 Retagging for the merchandise where tags are missing
o CCA has to segregate merchandise without tags and remove from merchandise from the
floor
o The CCA then has to submit a list of the merchandise removed to DM, who in turn will
submit it to Receiving Bay Incharge after verification.
 CCA has to mention Unit Location, 13 digit SKU No, Qty required and MRP for
missing tag. (For the missing tag the CCA has to give 13 digit sku numbers
referring to the same merchandise)
o Receiving Bay Incharge has to compile the list for all departments and send a mail to
Central Tag Generation Incharge with a copy to D & L co-ordinator before 3 pm every
day.
 Receiving Bay Incharge has to mention Unit Location, 13 digit sku No and Qty
required in the list.
o Tags for all units will be generated centrally at Services office or local DC’s and sent to all
Unit Receiving Bay on the same day.
 Receiving Bay Incharge has to distribute tags to the concerned DM for retagging.
o CCA has to make sure that all items are retagged and put back on display and that there
are no untagged merchandise on floor at any point of time
POST EOSS RETAGGING PROCESS
Post EOSS, the store operations team has to ensure that the products which are not send back & were
marked down in sale, will be retagged to the new price( the markdown price).This has to be done
immediately ( max of week ) .DC will send this tags as per instructions given by Central Merchandisng

DC will send the new tags for permanent markdown products to the respective stores depending upon the
instructions from central merchandise between the 1st to 4th day of end of sale , so that within a week
post sale 100% of old merchandise on floor reverts to permanent price .

PRICE CHANGE(general price change)

Due to excise reasons , if there is a change in price of a product, we cannot re tag the product
with the new price in the store. Either the vendor has to take the product out of the store via a RTV
( no paper rtv) and retag it. Or else we will sell the product at the tag price .
For Ex –If there is one SKU with 2 different price tags , the price on the tag will be the final price
even if this means its different from the system price. Incase where the tag price is different from
system price cashier will override the system price and stick to the tag price.

This has ref to items where the price changes due to excise issues :where either the vendor takes the
product out of the store & retags it ( old products with the new price )or the new set of products will come
with the new price.

In such scenarios , we will have the same product having two price tags , what we need to do in such
case:

 Scene 1- if the customer picks the lower price product( tag price) , we will do a price override at
the system & pass on the lower price to the customer

 Scene 2 – if the customer picks the higher price item , ideally staff shd encourage her to pick the
lower price item ( so that we can get rid of the lower price items first ) ,simultaneously explain
why they are differently priced ( due to excise changes etc ) & again do a price override .

 Scene 3- staff forgets to pass on the lower price product, the cashier will bill at tag price ( in this
case same as system price), as this is not an act of omission ( we have not forgotten to change
the tag & the same has happened due to price change ).In such case , if the customer finds out
post billing that we have similar product retailing at lower price, we need to explain why the price
 differs & if they want to go for the other product at lower price, we can do a cancellation & make a
new bill at the lower price .

EOSS TAGS FORMAT

 Points to Remember

o No merchandise should have hand written tags

o No untagged merchandise should be displayed on the floor
Process Name: Receiving Bay Processes Created Date: May, 2006
Version: 2.0 Last Updated: Oct, 2006

Receiving Bay Processes (RO - RB 17.0)

Objective
 100% of the STM’s are accepted in JDA on the same day by RBI
 100% of the Direct Delivery Stocks are accepted and processed on the same day
 Store return stocks are properly accounted for and returned to DC in proper condition

Process

A. Stocks received from DC

 Dispatch of Stocks from DC to Unit

o DC will paste pre-printed stickers on the cartons/crates. The sticker should clearly
mention
o Department Number
o Transfer Number
o Quantity in Carton
o Total Number of Cartons/Crates for that transfer etc
o JDA has all the above details of a tripsheet and the same can be viewed on the
system
o DC Security will seal the vehicle at DC once stocks are loaded
o DC will hand over 2 sets of STM copies along with gate pass to transporter
o Loaded vehicle will reach unit on or before 8.30 am
o Receiving Bay In charge should be present at the unit at 8.30 am
 Receipt of Stocks at Unit
o When the vehicle reaches the unit, the vehicle seal has to be checked by the unit security
in the presence of RBI. Once confirmed, the unit security to open the vehicle.
o One key to the lock on the vehicle should always be kept at unit
o If the seal is found to be tampered, RBI to inform DC immediately in writing
o The vehicle staff has to offload all the cartons/crates at the designated place in the Unit
o Once the number of cartons/crates offloaded from the vehicle is cross-checked with the
number of cartons/crates mentioned on the trip sheet, RBI to acknowledge the Gate
Pass confirming the total number of cartons/crates received
o RBI to ensure that all cartons/crates marked as ‘Fragile – Handle with Care’
should be offloaded separately and carefully
 o Such cartons/crates should be opened and physically checked by RBI in the
presence of the DC representative

o In case any item is found to be broken / damaged, RBI to immediately write a remark on
both STM copies clearly mentioning the total number of pieces received in damaged
condition
o Sku numbers to be highlighted
o RBI to take signature of DC representative on the STM, as a proof of merchandise
received in damaged condition and checked in his presence
 Delivery of Stocks to the Floor
o RBI to send the cartons/crates on the respective floors
o RBI to hand over one STM copy to the floor DM / CCA when cartons / crates are
delivered to that floor
o Floor team to be present to receive the stocks 1/2 hour before store opens for
customers
o The RBI with the help of CCA’s / Floor staff to check the items in cartons/crates against
the STM copy and sign on the STM copy confirming the receipt of items as per STM
o RBI to ensure that all empty cartons / crates given to him by CCA’s/ Floor staff are
cleared from the floor before the store open for customers
o RBI to affix the unit receipt stamp clearly mentioning the date of receipt at unit
o In case of discrepancies found between STM quantity and physical quantity received,
RBI to clearly mention the number of pieces received short / excess on the STM copy
and sign the same. RBI to also send a mail to DC informing on the mismatch
o RBI must also accept the pieces as short or excess (as the case may be) in
comparison with the STM only after receiving confirmation from dc to do so.
o RBI to hand over one STM copy to DC representative (in the next scheduled day’s trip),
as an acknowledgement of receipt of stocks as per STM
o RBI to retain one STM copy with him for his records
o RBI to ensure that crates / cartons which can be reused are sent back to DC on the same
day/ the next scheduled day for the DC vehicle return trip to the DC
 Receipt Of Stocks in MMS (To be done same day)
o Once all stocks are delivered and confirmation of the same taken by the RBI, RBI has to
receive STM’s in MMS on the same day of receipt of the stocks
o Details procedure of RC creation
o Check P.O location before creating a RA by using option 7-04-09
(Stocks can be received by RBI if P.O doesn’t belong to concerned unit)
  After checking Vendor code and P.O location, create a RA by using option 13 -
11-02-01
 To update the receipt details, Dock Check in 13-11- 07, key in P.O/ B.O number
and press Enter
 By default, Receive date will be same as System date, if due to some problem
like LCF, RBI dock-check in on later days, manually enters the date
 Enter Invoice number, Date & Clerk Initials

 Press F5 for entering Quantity, System will ask options

a. SKU wise
b. Style Wise
c. Vendor part number
 Select the appropriate option
- Key-in quantities for each SKU /Style/Vendor Part Number, which ever option
selected in previous step
 Press SHIFT F1 and match quantity and value
- If huge difference in value, recheck the Quantities entered against each
SKU/Style
- If LCF is not attached to P.O, system will not allow here to receive the stock
 Press F7, to accept total quantity and value
- If LCF is not attached to certain department or to SKU, it will show a error
message. In such case, enter F2 so that RBI can open the same RA after
receiving the confirmation on LCF from B&M team
 Press F7, to accept the quantities entered for each SKU/Style
 System will ask “ Do you want to create a RC”
 System will ask for Creating a new Back Order, RBI has to enter YES, else P.O
will get closed and will not be able to receive any stock further against the P.O
 Press F7, to save the RC
o RBI to ensure that they accepts the quantities strictly as per the STM
o Incase pf short/excess receipt, RBI to receive only those quantities, which are physically
received
B. Dispatches from Unit to DC

 Fresh Merchandise
o All GTM’s (Goods Transfer Memo) should be routed through RBI only
o RBI to ensure that the GTM pieces are kept at the designated place in the Unit
o DM’s to ensure that the CCA’s hand over a list of SKU’s to RBI, when they keep the
stocks in the GTM area
o RBI to tally the Sku list with the items in cartons
o RBI to confirm that proper authorisation from Trading Manager/Merchandisers for
transferring the stocks of DC is in place
o RBI to raise a transfer as per the SKU list with a help of a scanner only
o Transfers to be raised departmentwise/brandwise with the help of DM’s.

 Stores can send back merchandise beyond 110% of display capacity back to the DC
without any further approval.

 Hanging transfers- To timely sort/solve all hanging transfers-RBI on every wednesday of the
following week, will send a mail to the D&L team at Service office ,details of all hanging transfers
of last ten days, intimating the team on all transfers against which there were no stocks received
from DC. The D&L team will cross check with the DC & revert within 48 hrs & confirm if the same
can be received as zero stocks (against those transfers).RBI to receive the same as zero stocks
post the confirmation from D&L team & send a confirmation mail to DC with a cc to D&L team.

Transfers from stores to DC, DC would confirm the qtys received ( global count) within 7 days of
receipt & would reconcile for any mismatch ( sku wise) in 10 days from the date of receipt. The
details of mismatch would be intimated to store by DC .

In case of transfers from stores that have not been received by DC, the above RBI reports will
also carry these details. The D&L team would coordinate with the DC & ensure that receiving is
done within 7 days & also inform the stores on the same.

The transporters acknowledgement( on how many cartons received) on the gate pass would be
held as proof of delivery for any future reconcialiation

 Defective Merchandise
o DM’s to ensure that the CCA’s hand over a list of defective merchandise SKU’s to RBI,
when they keep the stocks in the GTM area
 o DM to attach a “Merchandise Return Tag” (RO-RB 17.1)
 Unit needs to ensure that the tag is duly filled and attached to the merchandise
which is having manufacturing defects
 Merchandise Return Tag is meant only for defectives, damaged merchandise
(manufacturing defects) which unit would like to send back to DC or directly to
Vendor
 DC will not accept any defectives stocks from units if this tag is not filled in
properly and attached to defective merchandises. The exact defect area of the
merchandise should be clearly mentioned in the Merchandise return tag.
o Defective merchandise should be checked by CCA, DM and approved by either
ROM/Unit head
o RBI to mark the transfer copy with the nature of defect against the Sku’s

Points to Remember
o RBI to keep the stocks ready for dispatch in the designated area and inform DC about the
dispatches
o RBI to affix a sticker on each carton that is sent to the DC (RO-RB 17.2)
o RBI to ensure that no merchandise is sent to DC without proper tags
 Hand written tags/paper tags
 Merchandise Return Tag is not to be used for Shop Soiled/ Tag less/ Manual
Tagged SKU/ Merchandise with out approval
o RBI to ensure that the merchandise is sent back to DC’s only in Plastic Poly bags
o At the time of dispatch to DC, RBI to make a proper Gate Pass and hand over 2 copies of
STM to the DC representative along with the approval copy received from Trading
Manager
o RBI to retain one copy of acknowledged STM received from DC for future references

C. Direct Delivery from vendor

 Stock receipt in store from Vendors directly happens in two ways a. direct delivery by vendor to
the store , b. delivery thru courier along with Invoice / Delivery Challan and Packing slip
 In Direct delivery : Consignment received in the store is checked ( no of cartons ) by the security
personnel and he puts a stamp on invoice/ delivery challan and packing slip.

 RBI to check for PO No. on invoice

o One invoice should have only one PO reference
 RBI has to check for P.O Location in system
o If as per system, P.O belongs to their location then only can receive the stock
  RBI will make entry into unit GIR register (Goods Inward Register) and accept the delivery
(RO-RB 17.3)
 RBI will check for PO location, items and quantity ordered
o Path to check PO in the system (From Main Screen In MMS) 07– 03– 10
 RBI to ensure that vendor has mentioned the SKU No. on the invoice
 RBI will mark the invoice for following discrepancies
o The items received which are not ordered in PO
o Quantities which are excess than PO quantity
o None of the styles matches with PO (the shipment will be completely rejected)
 RBI team will physically count the stock received and segregate the following stocks
o Style/ SKUs which are not mentioned in PO
o Quantities which are in excess of the PO quantity
o Quantities which are in short of the PO quantity
o The quantities which different from the invoice quantity
o Damaged /soiled pieces received
.RECEIVING FOR CONCESSIONAIRES
o All concessionaire products coming into the store should be checked by the security and the
details of the same should be entered in a separate GIR registers to be maintained by security.
o The merchandise should be allowed on the floor only after being enter in GIR register.
o All stocks should be received by 4PM.

 For all the above reasons a QDN (Quantity Difference Note) should be raised giving
reasons for differences
o QDN can also be raised from JDA and printouts should be taken for below mentioned
purposes.
o RBI should pack and return the goods back to vendor with one copy of QDN
o RBI team is provided with serially numbered QDN (Quantity difference Note) book in
triplicate
 Original copy of QDN - To be given to vendor
 Second copy – To Services Accounts
 Third copy - To be kept at Store for future reference
 RBI will ask the vendor to acknowledge the QDNs (Local Vendors)
o Acknowledged copy of the QDNs to be filed at the RBI for reference

 RBI has to file the following documents

o In case the QDN is given to Vendor’s representative’s – Invoice/Delivery Challan/Gate
Pass acknowledged/ QDN acknowledged
  Acknowledgment should have Name of the vendor’s representative
o In case the QDN is given to vendors transporter – Invoice/Delivery Challan/ Gate Pass
acknowledged / Transporters LR/ QDN acknowledged
o If the vendors transporter does not pick the same within the time frame defined( one week
from the date of intimating), the merchandise would be send via SSL nominated
courier/transporter to the vendor along with the QDN copy (on a to pay basis). In such
cases the signed POD( collected from the courier/transporter) would be the proof for any
reconciliation .The same would be documented at the store & a scanned copy would be
send to accounts for reconciliation.
o For outstation vendors ,the same process would prevail
o QDN sent through SSL’s transporter - Invoice/delivery Challan/ Gate Pass acknowledged
/ Transporters LR/ QDN acknowledged / POD
 For Damaged Stocks ,RBI will send a letter/email to the vendor along with QDN copy within 48
hours
o Damaged Stocks should not be sent back to Vendor without his /her consent
o For outstation vendor, the stocks will be dispatched through vendor’s transporter on
prepaid basis.
o For local vendor, RBI team would inform vendor to pick the stocks
 RBI will update the stocks in the system and generate a receiver confirmation (RC) at Store
location
o Create an RA by using MMS option 13-11-02-01
o Create a Dock Check in by using option 13-11-07
 Enter P.O /B.O number and press F5
- RBI to update the shipment details i.e. received by courier or vendor
representative
 Enter RBI initials
 Then, enter Invoice Number and Invoice date
 Press F5
o Enter receiving details, by selecting the option - SKU wise/ Style Wise/vendor part
number wise and press SHIFT F1
o Match the P.O quantity and Invoice quantity and press F7 to accept the RA
 RBI has to check the accuracy of source tagging for all source tagged Shipments
o Under no circumstances RBI to move the stocks from Receiving Bay to display area
without RC being made by the DC
 RBI on a daily basis to cross check the GIR with the security entry register to ensure that no
direct delivery stocks are taken on to the floor without their knowledge or without making R.C
 RBI on a daily basis to sign the GIR acknowledging that he has cross checked the same
  Unit Accountant has to verify the stock received against each RC made as regular process and
ensure that RC has been made on the same day of receipt of the stock
 The invoice should be struckout from the LR if the concerned invoice stocks have not been
received physically

IBT PROCESS NOTE

An Inter Branch Transfer(IBT) is done in the following situations:-

1] When there is a requirement of a particular sku in a store1 , then store1 would place a request to
store2 for that particular SKU as required by the customer and vice-versa. In case of a customer
requirement B &M need not be kept in loop.

2] IBT is also done when store1 has excess stock of sku1 and shortage of sku1 is there in store2 .This
can be initiated by B&M/Store. B&M should be kept in loop in such a case.

PROCESS
1] Once there is a request from a store, the ROM/DM of the sending store has to check availability of
stock on the floor.

2] In case of any of the above situations, DM/ROM/RBI should take authorization of the B&M team .The
mode of authorization should be via e-mail and that copy of the same should be preserved for audit
purposes.

3] ROM/DM would then hand over the merchandise to the RBI .The SKU is then transferred out from the
system by the RBI. The RBI has to prepare 2 copies of the STM one for the store which is sending the
shipment and one for the receiving store.

4]When the stocks are being transferred from store1 to store2 a NRGP is made with authorization from
UH/ROM/Unit accountant

5] Local IBT – In case of an IBT within a city , then a CCA/Transporter (depending on the quantity in the
shipment) can take the STM copy along with the shipment and take acknowledgement of the receiving
store .
6]Inter-State IBT
 The RBI should ensure that packing of the shipment has been done properly so that the shipment
is transferred in good condition.
 IBT is raised either from B&M/Store.
 Receiving store if requires a road permit to accept goods in the state ,sends the required road
permit to the sending location on top priority.
 If the same is not received the sending location RBI to send a mail to the receiving store RBI/ unit
head /B&M etc.
 Only upon receipt of the waybill sending location to call in for the transporter to pick up the
shipment & send the shipment with waybill.

 Receiving Location RBI to ensure(if the location requires a waybill)that there is an endorsed
waybill from the check post and then only accept the goods.
 Accept the trf and inform the sending location if there was any discrepancy in the cartons etc and
also mention the same on the transporter POD.
 Scan & send the POD to the sender for the clearance of the bill of transporter/ claims in case of
shortages etc.

7] The receiving store’s RBI has to receive the merchandise by entering the details in GIR Register. The
merchandise transferred should be checked against the details in STM

8] The details of STM should be entered in MMS on the same day and an acknowledgement should be
send to sending RBI via e-mail.

9] The loop is closed only when the sending RBI closes the hanging transfer .
.
To speed up the Receiving process, RBI should ensure the following:-
o To check PO No. is clearly mentioned on the Invoice
o Original copy of the Invoice/ Delivery Challan is received along with the shipment
o To check the availability of packing slip along with the invoice
o To check the Purchase order thoroughly, while receiving the stocks
o QDN has to be made clearly indicating the reasons for rejection as mentioned above
o To check QDN is attached with the Invoice
o To check the Security entry with Stamp and Seal on Original Invoice/Delivery Challan
o To mention the shipment is source tagged or not on the Invoice
o Under no circumstances RBI to move the stocks from Receiving Bay to display area without
RC being made by the DC

Note: - Any merchandise/non merchandise which is not accounted can not be stored in RB. RBI &
concerned DM will be responsible for any unaccounted merchandise/non merchandise in RB.
BILL MATCHING PROCESS
BILL MATCHING PROCESS:- MMS Options 15-15

Once the put-away is approved & the transfer creation jobs are over, Bill matching is to be done for the
vendors who supply stocks on SOR (Sale or Return) mode or Outrights. For those who supply under
concessionaire & consignment bill matching is not required.

Note:-Bill matching should be done once the put away is approved in the system. Because post bill
matching, changes can be made but that will not be accepted in the system.

The vendor will not get the payment until and unless bill matching completed in the MMS system .
Standards
RO-RB 17.1 Merchandise Return Tag

SHOPPERS' STOP LIMITED

Merchandise Return Tag
Store:
Department:
SKU No:
Brand: Code:
Nature of Defect:

Checked by: (DM -Name/Sign)

Approved by: (UM/ROM)

RO-RB 17.2 Dispatch Sticker Format

Source Location: Destination:

TRF Num: Old TRF No:
Qty: Num Of Box _________ Out Of _______
Date Of Dispatch Dept _____ DC Receipt Date__________
Special Instruction :
RO-RB 17.3 GIR Register

Process Name: Staff Scheduling Created Date: May, 2006

Version: 2.0 Last Updated: Oct, 2006

Docket Delivered
Security Vendor Quantity QDN RC Delivered No of to vendor
Gir Ref Register Vendor Invoice Invoice Physical to Floor QDN sent QDN sent as per
No Entry No PO No Name Dept No Qty Qty No Date Qty No Date Dt to A/C Dt to A/c's POD dt Remarks

Staff Scheduling (RO-SS 18.0)

From listing the available staff to scheduling their breaks and monitoring their adherence to schedule daily

Objective
To ensure availability of staff on the floor at all times through optimum scheduling and utilization of
available staff.

Process
 The DM lists down all the staff that are a part of his team
 The DM will collect from CCA’s the leave plan for the next 1 month by the 25th of the previous
month
 The DM / ROM will prepare the staff schedule for the month. (RO-SS 18.1)
o All leaves / weekly offs / breaks will be scheduled with the thumb rule of 1/3 rd at each
break while keeping the availability of 80 % at 6.00 p.m. with the current weekly off.
o The DM also mentions the days on which the CCA is on leave in the schedule
Please refer (RO-SS 18.2)
 SM/ROM prepares a similar schedule for the cashiers.
 The above exercise is done once a month and must be finished by the 25th of the previous month
for the month in question.
 On a daily basis the DM checks the staff attendance against the schedule
 In case there is any unplanned absenteeism, DM will reshuffle the staff breaks so that there are
adequate numbers of staff at any point of time in that section.
 Through out the day the DM has to monitor the schedule to check adherence to the schedule.
 One mandatory requirement is that Unit HR/DM need to ensure is that none
of the CCA/CTA/HOUSE-KEEPING/SECURITY working in one store are
related to each other. This measure is taken to keep a check on internal
pilferage.
Standards
RO-SS 18.1 Staff Schedule Format

Sr.No Name Zone Dept Shift Break W/Off Mon Tue Wed Thu Fri Sat Sun

Zone 1-SKD 1-Feb 2-Feb 3-Feb 4-Feb 5-Feb 6-Feb 7-Feb

1 CCA 1 SKD 360 2 B Wed 2 2 2 2 w/off 2 1
2 CCA 2 SKD 360 1 A Fri 1 1 1 1 1 1 w/off
3 CCA 3 SKD 360 2 C Mon 2 2 w/off 2 2 2 2

Zone 2 -MNM
4 CCA 4 Kurtas 370 1 A Wed 1 1 1 1 w/off CL 1
5 CCA 5 Kurtas 370 2 B Tue 2 2 2 w/off 2 1 2
6 CCA 6 Kurtas 370 1 A Thu 1 1 1 1 1 w/off 1
7 CCA 7 Dupattas & Bottomwear 370 2 C Mon 2 2 w/off 2 2 2 2

Zone 3-Sarees
8 CCA 8 Sarees 350/351 1 B Thu 1 1 1 1 1 w/off 1
9 CCA 9 Sarees 350/351 3 C Tues 3 3 3 w/off 3 3 3
10 CCA 10 Sarees 350/351 2 A Wed 2 2 2 2 w/off 1 PICS

Zone 4-Lingerie
11 CCA 11 Enamor 300 2 B Wed 2 2 1 2 w/off 2 2
12 CCA 12 Lovable 300 1 B Mon 1 1 w/off 1 1 1 1
13 CCA 13 Triumph 300 3 C Tue 3 3 3 w/off 3 3 3
14 CCA 14 Jockey 300 3 A Fri 1 1 PL PL PL PL w/off

Zone 5 - DIY
15 CCA 15 DIY 365 2 B Mon 2 2 w/off 2 2 2 CL
16 CCA 16 DIY 365 1 C Tue 1 1 1 w/off 1 1 1
17 CCA 17 DIY 365 3 C Thu 3 3 3 3 3 w/off 3
18 CCA 18 DIY 365 1 A Fri 1 1 1 1 PICS 1 w/off

TOTAL CCA's 18 18 18 18 18 18 18
Availability on the floor 18 18 13 13 13 13 14
% Availability 100% 100% 72% 72% 72% 72% 78%
0nly with W/o 18 18 14 14 14 15 15
% availability 100% 100% 78 78 78 83 83

SAMPLE SHIFT TIMINGS

Shift Timing

Start End

1 10:30 20.30

2 12:00 21.30

3 4:30 20.30
  The CCA’s are scheduled as per Zones. The zones are dependant on the adjacencies of
departments on the floor.
 It gives details of the CCA name, the shifts they work in, and their break schedule and weekly
offs.
 The codes used for shifts (1, 2, 3…) and breaks (A, B, C) are specified at the end of the sheet.
 Apart from that it also gives information on when the PICS is scheduled and which CCA will be
undertaking the same.
 Also, in case of any long leaves, the same has to be mapped in this schedule.

RO-SS 18.2 –Thumb Rule for deciding breaks

The thumb rule for deciding the breaks is that 1/3rd of the staff can take a break at one point of time
 Factors taken into account
 No weekly off on Saturday or Sunday.
 No two ROM should have weekly off on the same day and it should not coincide with
unit head weekly off.

SECURITY & HOUSEKEEPING DUTY SCHEDULE

In case of security staff they are allowed to work in 2 shifts and if they work in 3 shift ,
it will not be recorded and paid . we have communicated the same to the security
agencies .
Process Name: Target Monitoring Created Date: May, 2006
Version: 2.0 Last Updated: Oct, 2006

Target Monitoring (RO-TM 19.0)

Objective
 To monitor sales achievement on a daily basis
 To monitor FC enrollment & KYBC made on a daily basis
 To monitor Global counts done

Process
 Sales targets and First Citizen targets are sent to Unit Head by Services Office on a half year
basis (H1 & H2) which is passed on to the unit coordinator
o Target is then broken down into period/week/day basis
o Sales Target should be updated in Infozone 7 days before the beginning of the new
Period
 o First Citizen target should be updated in Infozone 7 days before the beginning of the new
Period
 Unit Coordinator daily updates the sales target in Target & Achievement file (in excel format) as
per category handled by the DM’s/ROM and uploads it in the Infozone to track sales target
 First Citizen desk daily updates FC targets in CCA enrollment file (in excel format) and uploads it
in the Infozone to track FC enrollment
 DM’s to monitor, circulate and update their teams with the following
o Sales target and achievement sheet to CCA’s on a daily basis (RO-TM 19.1)
o FC achievement to CCA’s on a daily basis (RO-TM 19.2)
o KYBC made and Suggestion forms filled for the day (RO-TM 19.2)
 Weekly reviews to be conducted by the immediate supervisor (i.e DM with his CCA’s, ROM with
DM’s and Unit Head with ROM’s ) on targets and achievements
o Achievement vs target
o Review of sales and stock situation
o Areas of concern
o Customer feedback
o Competition feedback
o CSI and Mystery Shopper Scores
Standards

RO-TM 19.1 Sales Target & Achievement Sheet

Daily Achievement Sheet

Name of DM : ________________________________
For the Period : _____________________
Date : _____________________

Department No. Target Ach. Ach% Cum. Target Cum. Ach. Cum. Ach%

Total

RO-TM 19.2 FC, KYBC and Suggestion Achievement Sheet

Daily Achievement Sheet

Name of DM : ________________________________
For the Period : _____________________
Date : _____________________

Cum.
CCA Name FC KYBC Suggestion Cum. FC Cum. KYBC Suggestion

Total
 Process Name: Customer Suggestion/ Complain Redressal Process Created Date: May, 2006
Version: 2.0 Last Updated: Oct, 2006

Customer Suggestion/ Complaint Redressal Process (RO-CS 20.0)

Suggestion/Complaint from customers by various means, their escalation, follow-up, redressal and review
mechanism

Objective
Redressal of Suggestion/Complaint given by the customer by filling up a suggestion form at the store or
makes a suggestion/complain to any associate of SSL by way of phone/e-mail/mail/company website or
verbally at the store or at the services office

Process Flow
 The process is sub divided into the following
A) Suggestion/Complaint received at the store
B) Suggestion/Complaint received at the Services office
A. Suggestion/Complaint received at the Store

Suggestion/Complaint received through,

phone, mail, verbally, First Citizen mailers
Customer seeks to give feedback at
the store

N Is the ‘Feedback forms’ kept at various

associate in a locations (RO-CS 14.1)
position to
address the
Escalate as per complaint?
‘escalation ‘Feedback form’ filled up
matrix’ in by customer
Annexure 1 Y
Associate to take
appropriate action to
address complaint CSD will collect the forms throughout
the day as per CSD checklist in the
‘customer buying process’

‘Feedback form’ filled up by associate

receiving the complaint and handed CSD assigns a code for the form (combination of date and
over to CSD. (All feedback irrespective ROM /SM/ DM Initials and the number of the form) i.e. 1st of
of the medium it comes through, has to the day: ROM Ami Bhuptani on 21/07/06 then the code can
be captured in CFS’) be: 21/07-AB-1 (note Sr.No. is the number of the forms
received and not for the specific ROM)

CSD to record customer and complaint

details/action taken details in CFS B
CSD will enter details of the form in CFS and take
action if possible otherwise let it escalate as per CFS

A
 A

ROM / SM/ DM to call up customer

within 24 hours and understand the
issue

Is the ROM/ SM/ DM in a position

to address the complaint?

ROM / SM/ DM to take appropriate action to

address complaint

Escalate as per
ROM / SM/ DM to record details of
‘escalation
complaint and action taken in CFS
matrix’ in
Annexure 1

DM/ROM/UH to ensure all

complaints/suggestions are closed within 72
hours from receiving the feedback in CFS B
 B

CSD forwards the details to Unit Coordinator

The Unit Coordinator will then have to

prepare a letter based on the standard templates
for letters (RO-CS 14.3)

Unit Coordinator takes the signature of the Unit

head or the deputed person in his absence. The
letter is mailed the same day

Unit Coordinator returns form to CSD. CSD

makes an entry in the CFS (RO-CS 14.2) for
the date of dispatch

At the end of the month the CSD will monitor the cfs
and analyse details of the feedback for the month

The report will be used by the store manager

Best Practices team to present a summary at the when he reviews the Unit performance with his
chain level to the Chief – Operations by the 15th of team
every month
 B. Complaint/Suggestion received at the Services Office

Suggestion/Complaint received by any

associate at the services office through
phone/e-mail/mail/SSL website/verbally

Record customer complaint details and enter

it in CFS

Customer and complaint details to be

recorded in the CFS and move as per
escalation matrix.

Best Practices team to present their findings at

the chain level to the Chief - Operations by the
15th of every month

Standard

RO-RTV 22.1 RTV Register

Brand SKU Style Qty Reason of Defect
MRP

FIG – MERCHANDISE RETURN TAG

Process Name: Returnable Process Created Date: May, 2006
Version: 2.0 Last Updated: Oct, 2006

Returnable Process (RO- RP 23.0)

Objective
To ensure all items sent from store comes back to store on time

Process
 A returnable gate pass(RGP) needs to be made for any merchandise or non-merchandise items
going out of the store, to be returned within a specified due date
 A RGP is prepared in 1 (Original) + 1 (Carbon Copy)
o Original or white copy is filed with the security
o Second copy is handed over to the receiver
 Any product, against which a GAN has been issued, to be sent to the vendor for repair should be
sent out with a Returnable Gate Pass (RGP)
o The due date of the RGP would be the same as the due date on the GAN
 If a concessionaire product is being sent out of the store for refurbishment or repair, it should be
sent on RGP, in cases not arising out of a customer return
o It has to be sent out on a separate gate pass made for concessionaires.
o This gate pass should have the name & logo of Shoppers Stop
o A separate RGP register for the concessionaires to be maintained
 Only Unit Head, Unit Accountant and Retail Operations Manager can authorize a RGP
 The details of the RGP should also be entered in the RGP register (RO-SR 14.0) by security at
the time of merchandise/non merchandise going out of the store
 The details of the RGP should be updated in the RGP register at the time of receiving back of
merchandise/non merchandise sent on a RGP by the security

Sent By Responsible for getting RGP register

updated by the security

Merchandise sent on GAN by CSD CSD Team Leader/SM

Merchandise/ non merchandise delivered directly by Security

vendors representative

Merchandise/ non merchandise delivered by courier Reception

Others Initiator
 The Security Supervisor should carry out a routine check of the RGP Register daily
o He should inform the Admin Head about the RGP’s that are due in the next two days
 The Admin Head should verify the RGP register and give a reminder to the initiator about the
RGP’s
1. RGP lying without 15 days RGP made for consignment sent to Vendor on GAN . In this case
max time allowed is 45 days
2. RGP made for the rest .. photo shoot , dry clean etc . in this case max time allowed is 15
days without any reasoning and 15 days more with due approval from Unit head with
explanation .
If it is beyond this , then only the same to be considered as lapse .

 The initiator needs to verify whether the item will be back within the due date.
o If not, then the initiator can request an extension of the due date for a further period of 7
days
 Only the Unit Head can authorize an 1 extension of 7 days by signing in the
remarks column of the RGP register against the original entry
 After the extension , the Unit Accounts Head and the Admin head should be
informed about it
 In case of a GAN, the initiator will be the CSD team leader. The CSD should inform the vendor
that the product has to be returned within the next seven days or the value of the product would
be debited to the vendor. The relevant category manager is also informed about the extension
 The Unit Head, keeping the Accounts Head and Admin Head informed, can authorize that if a
product that is sent out on a GAN+RGP does not return within the authorized due date (inclusive
of the extension period of 7 days), the customer should be given a replacement for the product.
o The CSD TL or SM in charge of the CSD will request the Category Manager to approve
an RTV of the product.
o With the approval, an RTV is raised in the system, adjusting the inventory of the product
 If a product is sent out on a RGP and does not return within the authorized due date (inclusive of
the extension period of 7 days), the value of the product has to be debited to the initiator
o The initiator is the person who is responsible for the product going out of the store.
o If a person from another unit or the SO requests for merchandise to be taken out of the
store, he/she would be the initiator. Therefore, the onus of returning the item will be on
the person responsible for taking it out of the store
o Any employee of DSM grade and above, and the Team Leader of CSD, can be an
initiator
o The initiator has to be a confirmed employee of SSL.
 Note: Any employee who has resigned should not be nominated to do store opening
/closing or sign any documentation on behalf of the store

Process Name: Non Returnable Process Created Date: May, 2006

Version: 2.0 Last Updated: Oct, 2006

Non Returnable Process (RO- NRP 24.0)

Objective
To ensure all items sent from store are properly documented with the requisite authorization

Process
 A non returnable gate pass needs to be made for any merchandise or non-merchandise items
which is going out of the store and will not come back
 NRGP can be raised for the following situations only:
o Home Delivery to a customer
o Return to Vendor (RTV)
o Return to DC
o Sale of Scrap
o Inter Branch Transfer (IBT)
o Delivery of GV’s
 It is prepared in 1 (Original) + 1 (Carbon Copy) format
o Original or white copy is filed with the security
o Second copy is handed over to the receiver
 The initiator of the NRGP needs to verify the details of merchandise/non-merchandise sent on
NRGP.
o Initiator is responsible for any kind of discrepancies occurred
o Only a SSL employee that in the grade of A3 and above can be a initiator
All concessionaire product sent out of the store back to the vendor should be sent out on an
NRGP. It should have the following documents attached:-..
o The NRGP should be initiated by the concerned DM/ROM.NRGP gate pass copy to be
filed/maintained at the security.
o The NRGP is allowed only when the store receives a letter/mail from the brand
communicating the same ..
 o A separate NRGP register for the concessionaires should be maintained where all the
details would be entered
o Once items has gone on CNRGP, it means it has gone out of system and if the same
PC is coming back it will come as fresh entry.
 Only Unit Head can authorize a NRGP
o Retail Operations Manager or Unit Accountant can authorize in absence of Unit Head
 The details of the NRGP should also be entered in the NRGP register (RO-SR 14.0)
 The Security Supervisor should carry out a routine check of the NRGP Register
o He should inform the Admin Head about the status on the NRGP’s

Note: Any employee who has resigned should not be nominated to do store opening
/closing or sign any documentation on behalf of the store

Process Name: Merchandise Write-Offs Created Date: May, 2006

Version: 2.0 Last Updated: Oct, 2006

Merchandise Write-Offs (RO-MWO 25.0)

Objective
To ensure only saleable merchandise is presented to the customer and accurately accounting the
monetary amount by which inventory has been reduced in value

Process
 List of defectives with MRT tags at CSD is collected by DM’s.
 DM’s to identify shop soiled and damaged merchandise on a daily basis for each department.
 The identified merchandise should be recorded in a register (RO-MWO 25.1) kept with the
respective DM and then should to be stacked on the floor in their respective department areas
o Merchandise should not be visible to the customers.
o By first week of every month DM’s to send details of damaged merchandise to B&M , to
understand what can be rtv’d and what needs to be written off ( SAV’d) .
 DM’s than has to segregate the merchandise and prepare a summary of what needs to be SAV’d
by the 15th of the month.(RO- MWO 25.2)
 The consolidated list will have to be submitted by the Unit accountant to the Unit Head on or
before the 15th of every month for physical verification .
 Unit Head to submit the list to Area/Regional Controller on or before the 20th of every month.
 Merchandise write-offs to be approved by the Operation Team as per the authorities given below on
or before the 25th of every month, subject to random physical verification by committee (Unit Head
+ Administration HOD + Accounts HOD) at the store.
o Hard copies of the approved document must be maintained at the store
o At least 20% of the items to be physically verified by a committee of (Unit Head +
Administration HOD + Accounts HOD). In the absence of the Regional Controller,
approval must be taken from the Head of Operations.

As per MOA SAV excluding seasonal write-offs:-

<0.05% -Unit Head + Unit Accounts
0.05%-0.07% -Area controller + Area Accounts
0.07% -0.15% - CRO (Head Operations) + Head Finance
>0.15% - COO + Head Finance.

 The limits mentioned above cannot be combined for different months.

o For example, if in the month of January, the Regional Controller had approved write-offs
of Rs.10,000/- only. The difference between the monthly limit and actual approval cannot
be carried forward (or added) to limits of month of February.
 The write off entry must be passed in MMS by the end of the month.
o Region wise rights is given to unit accountant to pass SAV in MMS for approved write-
offs
o he option to be selected is 06-09-01 & 02.
 After approval Shoppers’ Stop price tags, brands tags etc must be removed and must be
mutilated
 Details need to be sent to the Loss Prevention Team by the 3rd of the following month

Entry No. Qty Cost Current MRP Status (Choose one of the options below)
Nil for the Month
Not identified
Pending for Approval from Unit Head
Pending from approval from Regional Controller
Not Passed

 This written -off merchandise must be given to approved charities or sold as scrap.
 An acknowledgement from the charitable institution in terms of letter or stamp and signature on
the NRGP is a requisite.
o All processes for selling scrap must be followed
 The SAV Merchandise must be out of the store within 4 days of being passed in MMS.
 Procedure for write off / disposal of damaged stocks

Applicability
This applies only to store damaged stocks , that are not saleable .

Authority
Respective Regional Manager.

Financial Impact
The total cost of such SAV’s will be treated as a part of Unit shrinkage.

Documentation / Approval

Segregate the stocks into 2 groups :

1. Those for which the SKU code can be identified.
2. Those for which the SKU code cannot be identified.

Note down the details of such stocks in a register with separate sections for 1 and 2.
The following details ( where available ) should be noted in the register :
SKU Brand Item Description MRP Qty SAV date Disposal Method Gate Pass
Number

It is very important that this register is meticulously maintained. Make the

description as detailed as possible – where SKU code is not available.
However , full efforts should first be made to identify the SKU. The details may
be entered in excel , printed and filed.

Where the SKU code is available , send a list containing the above details , signed
by the Unit Head to the Regjonal Manger , for approval. The list should be titled

“Damaged Stocks for SAV”, and should mention the Unit Name. One copy should be
retained at the unit. After approval, the list will be handed over to the “Designated
Person“, who will pass the SAV. Once the SAV is passed, a copy of the SAV report
will be send to the unit. The SAV date will be written in the register and the Unit
Accountant will file the report , for future reference.

Where the SKU code is not available , send a list containing the above details as
available , signed by the Unit Head to the Regional Manager, for approval. The list
should be titled – “Damaged stocks for Disposal” and should mention the Unit Name.
One copy should be retained at the unit. After approval , by the Regional Manager ,
the goods can be disposed off.

Procedure for Disposal

Damaged stocks for which the SKU code can be identified , will be physically
disposed off only after the SAV is passed.

Damaged stocks for which the SKU code cannot be identified , can be disposed off ,
once the list is approved by the Area controller/Regional Controller.

Unsaleable damaged stocks are basically scrap – and should be disposed off as
scrap. Obtain quotations, from at least 3 sources and sell it to the highest bidder on a
weight basis. The detailed procedure already outlined for disposal of scrap should be
followed. The idea is to realise whatever value is possible.

Anything that cannot be sold as scrap, should be disposed of as garbage.

Once disposed off , the method of disposal should be written in the register , as
above.

Always ensure that before disposing of merchandise as above - all labels ,

stickers , brand tags, and price tags are removed from such merchandise.
These should be burnt.

Such non returnable gate passes will be signed only by the Unit Head, who is
responsible for ensuring that all the above steps have been completed.

Procedure for Passing SAV

This activity is centralised , and rights will be given to only one person in each region,
to prevent mis use and errors. This “Designated Person” is to be named by the
Regional Manager.

The Stocks will be written off from the system using MMS option 06-09-01 .

After data entry of the stocks to be written off , the Store Detail Listing report will be
taken, of the unapproved transaction. The details entered will be compared with the
original approved list. This step is very important , as it prevents any data entry
errors.

If the data entry is correct , the batch will be approved , and then another Store Detail
Listing report taken , in triplicate. One copy of this will be sent back to the unit, to be
filed by the Unit Accountant. One copy , together with the approved list will be filed
by Services Accounts. The final copy will be sent to the concerned Trading Manager
for information.

Detailed Method For SAV

ACCESS METHOD
From the main menu select option no. 06 (Inventory Control and Reporting), then 09 (Store Use
System). Then select Option 1 (Store Use Entry) and assign a Store Use Number by pressing F7
(Assign Next Use No.).

SUMMARY
This function is used to enter the header information for the store use batch.

KEY FIELDS/CONCEPTS
Control Number - The number assigned to the store use batch. New control numbers are
generated by the system when the F5 (Assign Next Use #) key is pressed
from the first screen of this option.

From Location - The location at which the inventory will be reduced. (e.g. 101)

Expense Location - The location to which the expense will be charged (debited). (e.g. 101)

Use Date - The date on which the item was used at the "From Location". This date
will be used as the transaction date when creating Inventory
Transaction (INVTRN) records during the approval process.
Accept/Save - To accept and save the store use header, press F5. The store use detail
may be entered at a later time using either Option 1 (Store Use
Entry) or Option 2 (Store Detail Entry).
Once the header is created we have to do the actual entry of the SKU's. To do this please follow
the following process,

ACCESS METHOD
Access this by selecting Option 2 (Store Detail Entry) on the Store Inventory Use System Menu.

SUMMARY
This function is used to enter the items and quantities to be included in the store use batch.

KEY FIELDS/CONCEPTS
From/To Store - The location at which the quantity will be reduced, and the location to
which the expense will be charged (debited).

SKU Number - The SKU being adjusted.Expense Code - The code used to determine which expense
account the item will be charged to at the “Bill To Location.” (e.g. 01 for all stores)

Qty - The quantity by which the on-hand balance of the item at the “From Location” will be reduced.

Unit Cost - Displays the cost for a single sell unit of measure. Change the cost by
opening the field using the F4 (Toggle Protect) function key.

Unit Retail - Displays the current regular retail assigned to a single sell unit of
measure.

To complete the process please approve the batch by using following process,
Approve Batch - If the batch is approved using the F7 (Accept/Approve) function key, a
batch job is submitted to create INVTRN records for each item
approved. The batch job reduces the on-hand quantity for each item at the "From Location".

OPTION 3 - STORE DETAIL LISTING - This option is used to print a detailed or summary listing
of all store use transactions for a specific date range.
The user is able to print approved or unapproved transactions. A transaction is considered
approved when the store use batch has been
approved and submitted using Option 1 or Option 2.
 Standards
RO-MWO 25.1 SAV Register
Name of Signature of
Date Sku Department Brand Qty Mrp CCA DM

RO-MWO 25.2 SAV format

Department SKU Qty Current Cost per Reason for Total Current Total Value at
# (No.) MRP per pcs. (Rs.) Write-Off Value at MRP Cost (Rs.)
pcs. (Rs.) (Rs.)

Total
Total Sales of
Previous Month
Process Name: Positive SAV Created Date: May, 2006
Version: 2.0 Last Updated: Oct, 2006

Positive Stock Adjustment Vouchers (SAV’s) (RO- PSav 26.0)

Objective
To ensure correct inventory levels and accurately accounting the amount by which inventory has to be
increased in value

Process Flow

RBI to inform Unit Accountant on

Posiitive SAV list

Unit Accountant to take approval

from Unit Head

Unit Accountant to forward it to

Regional/Area controller for
approval

Unit Accountant to forward the

approved hard copy to Regional
Accounts Assignee for passing
Positive SAV

SAV will be passed by Regional

Accounts Assignee & confirmed to
Unit

Units to send a report every month to

Head D&L
Process

 Positive SAV is passed for the following reasons:

o For reversing RTV’s ( Return To Vendor)
 Vendor is discontinued
 Vendor refusing to accept the stocks
 Data entry mistake during RTV’s
o Correcting data entry mistakes made during passing a Negative SAV
 SAV’s are passed for merchandise which is Direct Delivery Consignments or delivered through
Distribution Centers
 Process for passing Positive SAV’s
o RBI (Receiving Bay In charge) to inform the Unit Accountant on the list of Positive
SAV’s to be passed
o In a scenario where wrong RTV has been passed, approval must be taken from Head
D&L .
o In other cases of Positive RTV , regular process can be followed as mentioned below.
o Unit Accountant to take authorization from Unit Head and Regional/Area Controller
and forward the duly authorized hard copy to the Regional Accountant Assignee for
passing SAV in the Region.
 For Units, one Unit Accountant per Region is given the rights to pass positive
SAV
o After passing the SAV the Regional Accountant Assignee takes a printout and sends it
to the concerned Unit.
o Unit Accountant to send a report of Positive SAV’s passed to D & L Head every month.
 Records of the SAV passed to be maintained at respective locations for Audits & statutory
compliances
 Head D&L to monitor the Positive SAV and take corrective measures whenever required
 PICS PROCESS
1 PICS (RO - PICS 27.0) – An Overview

PICS (Perpetual Inventory Control System), is a year round, cyclical count of merchandise whereby the
entire inventory is covered according to certain pre-determined criteria.

Objective
 To rectify the book figures of inventory on a continuous basis and update it on the basis of actual
physical stock.
 To identify the extent of shrinkage and provide for it on a regular basis so that it is reflected in our
income statement.

2. Pre- PICS Process

Pre-PICS process

 PICS Schedule
o The schedule for the quarter is determined in advance by the Central PICS Controller
and is common across the chain.
 All departments have to be covered once in three months.
 all pics schedule non adherence to be justified by unit head to the area
controller and his approval needs to be taken on monthly basis

o The Central PICS Controller sends the PICS schedule for the quarter to all stores
before the start of the quarter.
 The objective of having a common schedule is to facilitate comparison of PICS
variance of a department across the chain on a month-to-month basis.
 PICS process should not be ideally conducted on last day of any month.
However incase of unavoidable circumstances, prior approval must be taken
from UNITS CONTROLLER FINACE & ACCOUNTS based in SO.

 PICS Committee
 o A PICS committee is formed at every unit for smooth functioning of the PICS activity.
 It comprises of
 Unit PICS controller (Accounts Head)
 Unit Head
 ROM’s and DM’s

Role of PICS committee

1) Ensuring PICS done as per schedule
2) Ensuring timely and accurate completion of Freezing and Acceptance
3) Ensuring Global Count matches actual
4) Completion of PICS docket
5) Ensure that any correction in PICS should happen with in 3 days of the original count
6) Reasons for shrinkages (negative/positive)
7) Analyzing shrinkages (negative/positive)
8) To discuss Price Override, Item Void and Post Voids. To check whether tthey are within
permissible limits
9) To Check Receiving process randomly and whether its complied
10) To discuss whether retagging process is happening.

 PICS of a dept needs to be done by a DM of another dept. DM doing the pics has to sign on all
the concerned documents.
 Monthly Process
o On the 1st of every month, the PICS schedule has to be put up on the notice board by
the Unit PICS controller.
 It is to be noted that for concessionaire departments we need not do PICS. But
wherever the concessionaire brand is a sub-department, we need to do PICS
for the remaining sub-departments.
o A copy of the PICS schedule has to be given to RBI by the unit PICS controller.
o Based on the PICS schedule, the respective DM submits the names of the PICS team
for the month to the unit PICS controller.
o Unit PICS controller will put the list of PICS team on the notice board.
 On the day before the PICS Process
o PICS team to identify and list all the locations where the merchandise to be counted is
kept.
 This includes back rooms, display locations and the receiving bay.
 o PICS team will then number the locations as per fixture codes for rack numbering (RO-
PICS 27.1).
o PICS team will then do a global count.
o PICS team will also ensure that sufficient scanners are arranged by the EDP
department.
o The count sheets are serially numbered and kept with the unit PICS controller. One day
before PICS, the unit PICS controller will issue the ‘count sheets’ to the PICS team and
maintain the record of number of sheets in the PICS Top Sheet (RO-PICS 27.2)
o As per process the number of departments for freezing in a PICS batch should not be
more
than 5 or 6. this applies to zero stock departments too. Reason being that even though
the on
hand is zero, SKUs still exist in that department, so system will still need to record at SKU
level this information.
 Whenever there is a change in DM, as a part of the handover process, the PICS for his/her dept
shd be conducted in the presence of the person who is taking over. This would ensure that such
anomaly if any is tackled there and then itself.

3. PICS Process

On the day of PICS

 Pre-Requisites of PICS

1) Check status of Hanging Transfers

Objective: - To determine which transfers need to be accepted and included in the PICS count
processed before freezing inventory at a specific location
Person responsible: - Receiving Bay In-charge
o To know the status on transfers that need to be accepted and included in the PICS
count before freezing inventory it is important to generate a report, path for which is 09
– 01- 29 – 14 – 04 in MMS.
 Incase of report showing transfers in “In-transit” status (Hanging transfer) and
PICS of the same department is going to happen the RBI should accept that
transfer in MMS and move the merchandise to the floor, such merchandise
should be included in PICS count.
 Refer - Receiving Bay Process (RO – RB 17.0) for stock in process
 For transfers which are showing as “In-transit” status (Hanging transfers) and
because of any reason if the RBI is not able to accept the stock than that
merchandise should not be included in the PICS count.
 2) Checking status of Direct Delivery
Objective: - To determine which PO need to be accepted and included in the PICS count
processed before freezing inventory at a specific location.
Person responsible: - Receiving Bay In-charge
o The RBI determine the status of Purchase Order Receipts before freezing inventory at
a specific location
 To know the status of Purchase Order Receipts it is important to generate the
“PO Status Inquire” report, path for which is 07 – 04 – 01( Po in open or
release status)
 Po inquiry –status/buyer/vendor path is 07-04-03 (by vendor code we can find out the po number)
 Any PO in status “5” (Doc Check In Completed status) means the PO is
checked into the location and merchandise is received physically by the unit
but stocks are not accepted in the system (inventory of the store)
 The RBI should accept stocks in system of such POs whose status in
the report shows as "5 – Doc Check In Completed Status" and are
physically received by the unit
 The POs which are showing "5 – Doc Check In Completed Status" but
are not physically received by the unit should not be accepted and
included in the PICS count

3) Checking status of RTV’s

Objective: - To determine which RTV’s need to be accepted and included in the PICS count
processed before freezing inventory at a specific location
Person responsible: - Receiving Bay In-charge
o The RBI should determine the status of Unshipped RTVs before freezing inventory at a
specific location
 To know the status of Unshipped RTVs it is important to generate the
“Unshipped RTV” report, path for which is 09 – 03 – 27 – 04
 If the RBI want to exclude the unshipped merchandise to be excluded from the
stock take process, they should be shipped prior to freezing process
 This should be done since the items on an unshipped RTV have not
yet been deleted from the inventory at the "from" location, and still
physically reside within the location
 After going through the above mentioned Pre-requisites on the day of PICS the RBI fill in the
RBI checklist (RO–PICS 27.8) and hand it to the concerned DMs.
o This RBI checklist forms part of the PICS docket
 Count process
o PICS team will start the count before store opening time and will make sure that the
count is over before the first customer walks in at 11.00 am

 Steps involved in doing PICS in MMS

o Enter Inventory Count Name
o Select Dept Hierarchy for that Inventory Count
o Create a Batch for Inventory count
o Freeze the Batch
o Complete the actual Stock take using Scanners (Physical piece count by SKU)
o Transfer the Data from the Scanner to desktop
o Validate the Data Scanned
o Push the Scanned Data to Interface
o Merge the Stock Data in MMS
o Check Pre-Posting Variance Report
o Post Inventory Adjustment
 For manually counted merchandise
o PICS team members to write the Name and Department Number on each ‘count sheet’
before the count is started.
o PICS team member to note down the SKU No. on the ‘count sheet’.
o PICS team member to write summation of quantity for each count sheet and write the
total at the end.
o Each count sheet has to be signed by the person doing the count.
 For scanning merchandise
o The scanners must be in the custody of the EDP department.
o Data of previous day should be purged from scanner before starting the data entry.
o For cross verification purpose, the person should do a global count of each rack and
compare it with the quantity mentioned on the sheet.
o The DM has to go through the daily checklist (RO–PICS 27.5) to ensure that PICS is
going on smoothly.
 Freezing process
o PICS Controller to complete freezing activity. Freezing should be done at
Department/Sub Department level as per the technical process given below
 In the absence of PICS controller DM/ROM to do freezing
o Freezing must be completed by 2 pm
 o The Unit PICS Controller will define Inventory Count Name in MMS as per the process
mentioned below
 Count Name should be in 6 digits eg:- for Malad store “140001”
 The 1st two digits will contain the store code eg:- for SSL, Malad the 1st
two digit of the count name will be “14” (“14” is store code of Malad
store), for Home Stop, Bangalore the 1st three digit of the count name
will be “H01” (“H” stands for Home Stop and “01” stands for store
code of Bangalore Home Stop), for Mothercare, Mulund the 1st three
digit of the count name will be “M01” (“M” stands for Mothercare and
“01” is Mothercare, Mulund)
 The remaining 3 digits will be a running number i:e 001, 002, 003, 004
and so on till 999
 On a single day multiple departments can be frozen under 1 count
name but multiple count name for a single day will not be allowed
o If any department which is included in the above count name is to be purged then use
Option 06-02-30 Inventory Count Delete Function
o REFREEZING -Due to the new process of “Trickle Polling” which has started wherein
we are polling the current days sales data in MMS every day we need to ensure that
we complete the PICS Freezing process before 5 PM without any exception.
o Even if we are deleting & refreezing the same needs to be completed before 5 to have
the correct reflection of inventory. This is very important to ensure that we record &
report the correct PICS variance & hence request every store to maintain compliance.

 Uploading process
o For manual count
 Data from the count sheets must first be entered into an excel sheet, before
feeding in the data into the system
 Excel sheets must then be converted into a notepad file and then saved in
Seagull FTP to the respective store folder
QDLS/mm4r4flr/<StoreCode>/STOKTAKE with file name not
more than 8 characters in alphanumerical names with 3 digit of
extension “1001107.TXT” or “R1S1101.TXT”
 Then upload the same file onto MMS after selecting the appropriate path (06 –
02 – 04 – 13 – 01)
  Always preserve a copy of the file on the local PC till the variance report is
checked and confirmed in MMS.
o For scanned data
 Total number of SKUs scanned is already written on the count sheets
 Data from the scanner must first be downloaded to the PC
 Downloaded data must be save in Seagull FTP to the respective store folder
QDLS/mm4r4flr/<StoreCode>/STOKTAKE with file name not
more than 8 characters in alphanumerical names with 3 digit of
extension “1001107.TXT” or “R1S1101.TXT”
 Then upload the same file onto MMS after selecting the appropriate path 06 –
02 – 04 – 13 – 01
 Always preserve a copy of the file on the local PC
 Repeat the above function for all the downloaded scanned files
o In case of any error/SKU not accepted in the system while uploading the data into the
PICS module, a ‘Stock Read Error Report’ will be generated in MMS
 SKUs not accepted by MMS from the scanned data will be listed in the report
o A printout of error report must be attached with the count sheet
o After correcting the error/wrong SKU in the scanner follow the process of uploading the
data
o Only after clearing all the errors the acceptance process can be started

 Acceptance process
o Once all the data has been entered, all the sheets have to be handed over to the DM in
charge
o DM will verify that all sheets issued as per ‘control sheet’ have been returned and
unutilized sheets have to be returned to the Unit PICS controller
 If sheets not returned, the integrity of the count is compromised and the count
should be abandoned
o DM will next verify that all the sheets have been entered in the system
 To ensure that no sheet that has count data entered on it, has been left out
during data entry
o ROM should generate a pre-post variance report and after checking will inform the DM
for abnormal variances and in turn DM will check investigate and correct the variance
 In absence Unit PICS Controller will generate the report
o After approval from the Unit Head, Unit PICS controller will accept the stock count
 In his absence, the ROM/DM would do the acceptance
 o The acceptance should only be done after checking that all relevant sheets and reports
have been submitted as pet the PICS docket
 Acceptance should take place by 6.00 pm on the same day
 PICS controller will accept the PICS data only after receiving all the documents
for the PICS docket
o Once acceptance is done the PICS variance report at department level and also at
SKU level will get generated by the system. The print out of department level PICS
variance report should be taken by the DM and must be attached to PICS docket
o Unit Coordinator should update the Unit’s Info zone ( RO-PICS 27.7)
o Once the stock count is accepted, it cannot be reversed

 PICS Docket
o Unit PICS controller to ensure that all the documents are completely filled before
accepting the PICS count and create a docket for the day containing the following:
 Top sheet (RO-PICS 27.2)
 Count sheet (RO-PICS 27.3)(to be attached only when manual count is
done)
 Freeze audit report print out (RO-PICS 27.4)
 RBI checklist (RO-PICS 27.8)
 ROM/DM checklist (RO-PICS 27.5)
 PICS accept report (RO-PICS 27.6)
 Inventory report from MMS (To know the Opening inventory - Stock Status
Report 06-29-03)
 Printout should be taken for Report name PRTREP
 PICS variance report (MMS)
 Batch count report.
 Stock Status Report( MMS or drihti)- Unit coordinator every morning would
remove stock status repts from Dhrishti , check the line wise inventory against
the MMS data( for depts. where we have PICS that day) & mention what the
inventory is as per MMS. The MMS inventory nos would be used for
reconciliation when we do PICS. This document has to be signed every day by
the Unit accounts head & the Unit head & has to be filed along with the
mandatory PICS documents.
 o The Unit PICS controller will maintain an excel file as per the Monthly PICS report
format (RO.PICS 27.7) which has to be sent to the Central PICS controller at the end of
every month, latest by the 5th of the next month
 Reasons for variance should be strictly updated
o The DM and ROM must analyze the reasons for variances, if any and revert it with the
action plan on the next day to Unit Head or Unit PICS Controller for abnormal variance
o The Central PICS controller will coordinate between the units and the systems
department at the SO

4. PICS Process – where no physical stock exists

 Count of Department where no physical stock exists

o Freeze the department or sub department concerned. Take a count sheet, write the
Dept/Sub Dept name and write "No physical stocks" on it and accept the PICS count in
the system

5. PICS Analysis – the day after PICS

 Department wise, transaction wise detailed report is available in path 06 – 29 -15 which can be
used for analysis before escalating the issue

Escalation for PICS Variance

 In case of any abnormal variance the variances must be reported to the Central PICS controller
and can be contacted for any further support
 The system related issue to be logged on Solution Line and followed by escalation if needed
 Wherever there is a positive variance ,approval must be taken from area controller.
6. Standards

RO-PICS 27.1 Fixture codes for rack numbering

GO Gondola
BR Browser
CO Counter
WF Wall Fixture
TA Table
BK Back-Room
VM Mannequins/Win
MW Mood Win
CR Cartons
RK Rack/Shelves