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- Title
Backend Processes and Operational Issues: A Quick Scan Audit of the Inventory Management System Followed at Tata Croma Stores.
- Authors
Kumar, Anita; O'Reilly, Seamus
- Abstract
As India attracts more FDI in retail and opens its doors to the multinational giants, organized retailing across various sectors is bound to grow in the coming decade. Although a retailer's real litmus test is the "customer satisfaction level with in-store shopping experience", the importance of efficient backend operations, in particular, inventory management, cannot be denied. This study uses in-depth case study and action research methodology to map the inventory management process from stock inwards to stock outwards, identifies the gaps in the inventory management and operations process adopted in three Delhi-based Tata Croma Stores, and offers suggestions accordingly. It is observed that in-store inventory storage and goods outwards process are the two key areas that require improvements across all sections of the stores. The focus of the senior management is more on improving front-end operations and maintaining high customer service levels. As a result, backend operations display sub-optimal efficiencies. One strong reason for non-compliance is 'strategy deployment' gap. This study fulfils the dual imperatives of action research. At practice level, it can help the managers to ensure the smooth flow and functioning of the inventory in the retail stores. At the same time, it provides insights into the challenges faced by the emergent organized retail in India. This is one of the early studies to conduct an audit of a consumer electronics retail company and highlight its backend inventory management and operations problems.
- Subjects
INDIA; INVENTORY management systems; INVENTORY control; HOUSEHOLD electronics stores; RETAIL stores; RETAIL industry; CUSTOMER services
- Publication
IUP Journal of Supply Chain Management, 2013, Vol 10, Issue 3, p39
- ISSN
0972-9267
- Publication type
Article