Week 6 Ch 9: Management Roles and Responsibilities FM20512 – Retail Operations

FS Retail Operations2 Midterm Exam Scores

FS Retail Operations3 Midterm Exam Results

FS Retail Operations4 Management and Managers Management –“The process of getting activities completed efficiently and effectively with and through other people” Managers –People who have been given formal authority and power to direct, supervise and motivate employees, to ensure that the company’s needs are met

FS Retail Operations5 Roles and Responsibilities Understand company goals –Company policies and procedures –Their role in achieving them Planning –Reaching goals Promotions Organizing –Scheduling Assigning work

FS Retail Operations6 Roles and Responsibilities cont’d Directing –Leading –Instructing –Informing –Training –Assisting Controlling –Monitoring Personnel decision-making –Disciplining –Counseling

FS Retail Operations7 Morale and Motivation Morale –Enthusiasm and happiness of employees –Increase customers –Increase sales Motivation –To stimulate employee action –Intrinsic rewards Recognition –Extrinsic rewards Compensation

FS Retail Operations8 Job Roles and Titles Job roles –The part an employee plays for an employer –Job descriptions Spell out and clarify roles Job titles –Denotes a particular position –Helps identify role –Can vary from one company to another “Executives” vs. “Managers” “Asst. Store Managers” vs. “Second Keys” “Merchandise Managers” –Regional/Corporate vs. store-level

FS Retail Operations9 Management Style Varies from person to person Authoritative Caretaking Work alone or with others Delegating “Management by walking around”

FS Retail Operations10 Levels of Management First-line or entry-level –Supervisors –Assistant Managers Middle managers –Department Heads –Managers –Divisionals –Buyers Top or upper-level managers –Officers and top Execs

FS Retail Operations11 (Ideal) Manager Attributes (from Macy’s) Problem solvers Idea generators Action oriented Flexible Leaders Jugglers Courageous Resilient

FS Retail Operations12 Managers are Role Models! Employees try to emulate Bad management –Unmotivated employees –Rocky work environment –Trains bad managers

FS Retail Operations13 Organizational Charts Model the structure of the company –How a company is set up and directed Hierarchical structure Chain of command –I.e. who reports to whom Relationship between parts and whole –Line positions Direct authority and responsibility –Staff positions Advisory and support

FS Retail Operations14 Mazur Plan Four major retail divisions: –Merchandising Buying and selling –Publicity Promotion & advertising Special events –Store operations Customer Service Physical plant –Accounting and control Credit & collection Budgets Usually add human resources

FS Retail Operations15 Five-Function Retail Org. Chart

FS Retail Operations16 Other Structural Options By division or region Add branch management Essential functions: –Merchandising Product/service offered –Operations Method of selling

FS Retail Operations17 Management Training Structured/Formal –Supervised or directed –To accomplish set goals Unstructured/Informal –“On–the–job” training Some retailers only hire from within –Nordstrom –Apropos –Many others

FS Retail Operations18 Advancement and Promotion Progressive management advancement –Career ladders –Work your way up Job promotion –Advance into higher position –Can be difficult –Avoid the “Peter Principle” Gap, Inc.

FS Retail Operations19 Effective Management Communication! –Individual and/or group meetings –Memos –Letters –Open-door-policy Other philosophies - from Rich’s/Lazarus/Goldsmith’s –Equal Employment Opportunity –Sexual Harassment “Unwelcome” advances Tied to employment Hostile work environment –Legal Compliance

FS Retail Operations20 Management Evaluation Communicate how a manager is performing By immediate supervisor Formal and Informal Annually or semi-annually –Often tied to rewards and promotions Management by objective –Managers help create objectives –Monitor their own progress

FS Retail Operations21 Term Project Pick a store or department –Customer profile –Retail structure –Goal setting –Sales incentives –Shrinkage controls (Loss Prevention) –Customer service –Management style –Merchandising methods –Technology