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Company Project, Cross Company Analysis of Stock Loss
Company Project, Cross Company Analysis of Stock Loss
Graduate
Business
School
Assignment
Cover
Sheet
Date
due:
27
may
2010
Date
submitted:
27
may
2010
Plagiarism
disclaimer:
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understand
that
plagiarism
is
a
serious
offence
and
have
read
and
understood
the
college
policy
on
plagiarism.
I
also
understand
that
I
may
receive
a
mark
of
zero
if
I
have
not
identified
and
properly
attributed
sources
which
have
been
used,
referred
to,
or
have
in
any
way
influenced
the
preparation
of
this
assignment,
or
if
I
have
knowingly
allowed
others
to
plagiarise
my
work
in
this
way.
I
hereby
certify
that
this
assignment
is
my
own
work,
based
on
my
personal
study
and/or
research,
and
that
I
have
acknowledged
all
material
and
sources
used
in
its
preparation.
I
also
certify
that
the
assignment
has
not
previously
been
submitted
for
assessment
and
that
I
have
not
copied
in
part
or
whole
or
otherwise
plagiarised
the
work
of
anyone
else,
including
other
students.
Signed
&
dated:
Please note: Students MUST retain a hard2
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receipt issued and signed by a member of Faculty as proof of submission.
CANDIDATE
DECLARATION
CANDIDATE
NAME:
Manjulekshmi.
S.
I
certify
that
the
‘company
project
on
the
best
practices
adopted
by
House
of
Fraser
and
Primark
on
stock
loss’
is
the
result
of
my
individual
work
and
that
reference
is
provided
for
others
work
and
acknowledged.
CANDIDATE
SIGNATURE:
DATE:
SUPERVISOR’S
NAME:
SUPERVISOR’S
SIGNATURE:
DATE:
3
ACKNOWLEDGEMENTS
There
were
many
people
who
helped
me
to
accomplish
this
Endeavour
over
the
period.
They
provided
a
lot
of
help,
support,
and
motivation.
This
task
might
have
never
been
completed
if
these
people
not
support
me.
These
people
are
mentioned
below.
First
of
all,
I
would
like
to
thank
my
GOD
for
helping
me
achieving
my
task.
It’s
because
of
HIM
that
I
am
what
I
am
right
now.
I
owe
a
lot
to
my
supervisor
June
Meehan,
because
of
her
guidance,
wisdom,
experience,
and
support
I
achieved
my
goal.
I
would
also
like
to
thank
Professor
Wallace
Ewart,
John
Byren
For
their
added
support
and
guidance.
4
ACKNOWLEDGEMENT
My
special
thanks
to
my
parents,
for
giving
me
all
the
support
for
the
completion
of
my
studies
and
for
achieving
my
goals
in
life.
I
would
like
to
give
special
thanks
to
Vishnu
Praveen,
for
giving
me
all
the
support
for
successfully
finishing
my
MBA
in
International
Business
Management.
5
7
CHAPTER
4
4.
Analysis
and
Interpretation…………………………………………………………………………..47-‐48
CHAPTER
5
5.
SUGGESTIONS
AND
RECOMMENDATIONS
5.1.
Avoid
Internal
theft…………………………....………………………………………………………….50
5.2.
Avoid
External
Theft………………………………………………………………..…………………….51
5.3.
Recommended
Best
Practices………………………………………………………….…………….52
5.4
Reason
for
Choice……………………………………………………………………………………….53-‐54
6.
APPENDIX
6.1.
Bibliography………………………………………………………………..…………………………….55-‐59
8
Executive
summary
In
this
report
the
researcher
is
trying
to
make
an
effort
to
compare
and
analyze
the
internationally
accepted
best
practices
in
stock
control.
House
of
Fraser
a
U.K
based
company
and
Primark
an
Irish
based
company
are
the
two
companies
considered
for
this
study.
The
researcher
has
gone
through
the
best
practices
adopted
by
the
international
companies
to
reduce
the
internal
and
external
theft.
Clear
information
about
house
of
Fraser
is
got
through
an
in-‐depth
interview
with
the
line
managers
and
security
officers.
The
company
currently
employs
the
researcher,
which
gives
more
information
from
personal
experience.
The
remaining
information
about
the
company
is
collected
through
intranet
and
the
company
journal.
A
thorough
study
about
the
best
practices
adopted
by
Primark
is
done
through
in-‐
depth
interview
with
the
H.R.
manger
and
through
secondary
research.
The
secondary
data
is
collected
through
Internet,
company
website,
journals
and
magazines.
9
The
author
has
done
a
thorough
analysis
on
the
best
practices
adopted
by
House
of
Fraser
and
Primark.
A
parallel
comparison
with
the
internationally
accepted
principals
gives
a
clear
interpretation
on
this
subject.
House
of
Fraser
and
Primark
have
an
outstanding
performance
on
the
adoption
of
security
system
to
prevent
internal
and
external
loss.
However,
even
after
the
adoption
of
these
security
measures
house
of
Fraser
is
suffering
from
heavy
losses.
From
the
analysis
of
the
study,
it
is
clearly
derived
that
house
of
Fraser
and
Primark
have
many
drawbacks
in
the
adoption
and
management
of
the
security
measures.
Loss
can
be
reduced
through
different
methods,
which
is
explained
in
this
report.
In
this
report,
author
adds
many
recommendations
to
overcome
the
drawbacks
of
stock
control
practices.
The
report
is
submitted
in
anticipation
with
the
company,
that
they
will
consider
the
report
and
do
proper
amendments
to
reduce
the
internal
and
external
theft
in
the
company.
They
will
make
the
company
activities
to
international
standards.
10
. INTRODUCTION
11
INTRODUCTION:
This
is
a
company
report,
created
as
a
part
of
the
MBA
course
of
Griffith
College.
This
report
is
based
on
the
best
practices
adopted
by
companies
to
reduce
stock
loss.
A
cross
comparison
has
been
done
between
House
of
Fraser
and
Primark
(branded
as
penneys
in
Ireland).
The
researcher
is
trying
to
compare
the
internationally
accepted
best
practices
with
the
companies.
1.1.BACKGROUND
OF
THE
STUDY:
A
personal
experience
in
the
working
place,
is
the
motivation
for
the
researcher
to
choose
this
subject.
As
an
employ
in
house
of
Fraser,
the
importance
of
reducing
the
stock
loss
in
the
company
come
in
to
notice.
The
information
about
the
companies
is
collected
through
informal
interviews
with
the
line
managers
and
through
the
company
manuals.
The
author
is
employed
in
House
of
Fraser
Dundrum,
which
gives
more
access
to
the
information.
The
need
for,
improving
loss
prevention
method
come
in
to
notice
through
stock-‐taking.
House
of
Fraser
is
presently
suffering
stock
loss
in
all
their
stores.
The
author
recognized
the
importance
to
improve
the
methods
to
avoid
stock
loss,
which
is
a
great
loss
to
the
company.
Currently
the
company
is
trying
to
improve
its
security
measures
and
the
author
is
trying
to
support
the
company.
1.2.OBJECTIVE:
The
objective
of
the
study
is
to
understand
the
best
practices
adopted
by
the
companies
to
reduce
stock
loss.
Through
a
cross
company
analysis,
it
is
trying
to
understand
the
companies’
adopted
methods
to
reduce
stock
loss.
This
provides,
a
realistic
remedy
to
the
company
to
reduce
stock
loss.
12
1.3.
SOURCE
OF
DATA:
The
source
of
the
data
for
the
literature
review
is
collected
through
books,
journals,
and
websites.
The
company
information
about
house
of
Fraser
and
Primark
is
collected
through
informal
interviews
with
the
line
managers,
company
manuals
and
the
information
provided
through
intranet.
All
the
secondary
data
is
collected
from
articles
published
in
well-‐known
journals
and
books.
1.4.
PURPOSE
OF
THE
STUDY:
The
main
purpose
of
this
study
is
to
provide
a
solution
to
the
problem,
which
is
facing
by
House
of
Fraser
and
Primark.
This
helps
to
improve
the
reduction
in
the
stock
loss,
which
helps
the
company
to
develop
to
world
class
standard.
In
addition
to
this,
the
author
is
considering
the
study
as
a
contribution
to
the
company.
This
helps
to
enhance
the
knowledge
of
the
author
about
a
well-‐
known
problem
facing
by
the
companies.
1.5.ABOUT
THE
STUDY:
This
study
is
trying
to
explore
the
reasons
for
retail
shrinkage,
the
different
ways
of
stock
loss,
the
best
practices
adopted
by
the
companies
to
reduce
stock
loss
etc.
In
this
study
the
cause
of
the
retail
shrinkage
is
explained
thoroughly,
with
supporting
evidence.
The
remedial
measures,
adopted
by
the
companies
are
explained
in
the
remaining
chapter.
The
best
practices
adopted
by
different
companies
are
derived
through
literature
review.
This
gives
a
supportive
evidence
to
compare
the
best
practices
adopted
by
House
of
Fraser
and
Primark.
Through
SWOT
analysis,
two
companies
present
position
in
the
retail
market
is
explained.
The
suggestions
and
the
recommendations
are
the
best
practices
derived
through
the
study.
The
adoption
of
these
methods
will
help
to
reduce
stock
loss
to
a
limit.
13
LITERATURE REVIEW
14
2.
INTRODUCTION:
In
this
chapter
the
researcher
discussed
about
shrinkage
in
retail
sector.
This
explained
the
different
types
of
shrinkage.
The
different
reasons
of
shrinkage,
helped
to
understand,
how
shrinkage
occurred
in
retail
sector.
In
this
chapter
the
researcher
explained
the
internationally
adopted
best
practices
to
reduce
shrinkage.
In
this
whole
study,
it
was
describing
the
internal
and
external
factors
of
shrinkage
and
the
remedies
adopted
by
companies.
A
route
through
this
chapter
helped
to
understand,
the
importance
to
adopt
best
practices
to
reduce
shrinkage
in
companies.
This
part
of
the
study
also
gave
compact
information
of
the
losses
suffered
by
companies
due
to
internal
and
external
theft.
The
whole
research
was
based
on
the
main
factors
of
shrinkage;
therefore
the
literature
review
gave
information
to
support
this
point.
All
the
below
details
were
well
supported
by
reference.
All
these
literatures
helped
to
understand
the
most
efficient
loss
prevention
tools,
which
were
successfully
accepted
and
established.
15
2.1.SHRINKING
SHRINK:
Shrink
is
an
intimidating
problem
for
all
retailers
and
suppliers.
Studies
done
by
efficient
consumer
response
Ireland
reveals
that,
the
annual
global
losses
comes
around
$232
billion
and
the
cost
of
managing
shrinkage
comes
$46
billion.
That
means,
the
total
cost
comes
around
$278
billion.
In
Ireland
alone
the
annual
shrink
estimates
€453
million,
which
is
equivalent
to
101
million
Guinness.
The
efficient
consumer
response
survey
Ireland
revealed
that
the
potential
retail
margin
for
Irish
retailers
come
up
to
4.64%.
But,
currently
the
retailers
are
getting
only
2.99%.
This
figures
revealed
that
the
retailers
are
suffering
a
missed
profit
opportunity
of
1.65%.
(Beck.A.,
Peacock.C.&
O'Neill.H.,
2010)
16
2.2.DEFINITION:
SHRINKAGE:
Shrinkage
is
defined
as’
“the
amount
of
merchandise
that
has
disappeared
through
theft,
has
become
useless
because
of
breakage
or
spoilage,
or
is
unaccounted
for
because
of
sloppy
recording”.
(Purpura.P.,
2005)
The
researcher
is
discussing
the
strategies
to
reduce
shrinkage.
The
studies
are
showing
that
an
average
retailer
spends
slightly
more
than
half
of
a
percent
of
its
annual
sales
revenue
on
security
and
loss
prevention.
(McGowan,D.,2004)
2.3.
HOW
SHRINKAGE
IS
OCCURING?
Many
surveys
have
conducted
to
find
the
causes
of
retail
shrinkage.
There
are
different
reasons
for
shrinkage;
we
can
mainly
divide
it
to
internal
and
external
shrinkage.
Internal
and
external
shrinkages
are
the
challenges
facing
by
all
retail
Unit.
The
following
table
shows
compact
details
of
different
surveys
conducted
to
find
the
causes
and
the
intensity
of
retail
shrinkage.
It
concluded
that
main
causes
of
retail
shrinkage
are
internal
and
external
theft.
Internal
and
external
theft
came
up
with
almost
the
same
figures.
Then
came
the
process
and
the
inter
company
fraud.
17
(Beck.A.,
Peacock.C.&
O'Neill.H.,
2010)
According
to
National
retail
research
group,
the
main
reason
of
shrink
came
from
employee
theft.
A
study
conducted
in
2006
in
supermarkets
revealed
that
employee
theft
was
56%,
shoplifting
21%,
receiving
10%,
retailing
pricing
5%,
accounting/administration
4%
and
damaged
goods
comes
4%.
The
national
retail
security
survey
also
disclosed
that,
employee
theft
was
the
single
most
significant
source
of
inventory
shrinkage
in
all
the
previous
NRSS
studies.
The
second
largest
source
of
inventory
shortage
was
loses
through
shoplifting.
(Hollinger.R.,
2007)
All
these
studies
are
showing
that
the
main
causes
of
retail
shrink
is
through
employee
theft
and
shoplifting.
The
researcher
is
trying
to
understand
the
best
practices
to
reduce
retail
shrink,
concentrating
on
these
two
causes.
18
2.4.INTERNAL
SHRINKAGE:
According
to
the
study
done
by
retail
research,
internal
shrinkage
is
more
than
external
shrinkage.
Internal
shrinkage
is
due
to
theft
done
by
a
store
or
employers
or
employees.
This
includes
collusion
between
employees
and
friends
or
relatives,
suppliers,
vendors
and
administrative
staff.
(Dempsey.S.J.,2008)
2.5.EXTERNAL
SHRINKAGE:
External
shrinkage
is
caused
by
theft
done
by
outsiders,
generally
shoplifters.
A
study
done
on
166,000
shoplifting
incidents
in
101
retail
firms
showed
that
health
and
beauty
products,
over
the
counter
medication
and
CD’s
were
the
main
products
being
stolen.
Discount,
department
stores
and
supermarket
retailers
are
the
highest
apprehension
rates
of
shop
lifters.
Security
officer’s
reported
that,
an
average
shoplifter
caught
with
about
$200
worth
products.(Lamba.A.J.,2003)
2.6.
REASONS
OF
SHRINKAGE:
There
are
different
reasons
for
shrinkage.
Different
companies
have
adopted
different
methods
to
reduce
shrinkage.
Before
the
adoption
of
best
practices
to
reduce
shrinkage,
the
companies
have
to
understand,
how
these
shrinkage
is
occurring.
The
below
details
are
explaining
the
main
reasons
for
shrinkage.
2.6.1.SHOP
LIFTING:
The
second
largest
source
of
inventory
shortage
is
through
shoplifting.
According
to
UK’S
center
for
retail
research
found
that,
Ireland
ranked
11th
out
of
the
22
countries
in
Europe
for
shoplifting.
A
survey
done
in
21
retailers,(358
stores
)
in
Ireland
showed
that,
the
Irish
shops
have
a
loss
of
€453m
or
1.38%
of
annual
sales
loss.
With
in
a
time
period
of
12
months,
there
was
an
increase
of
39%
of
shoplifting
in
Ireland.
CSO
figures
indicated
that
the
retailers
in
Ireland
are
suffering
a
slump
of
10%
sales
in
September
2009
when
compared
to
the
previous
year.
Recession
also,
acted
as
a
major
factor
for
this
slop.
(Monaghan.G.,2009)
19
The
main
techniques
of
shoplifting
are
explained
below.
• HIDING
THE
MERCHANDISE
• BRAZEN
APPROACH.
• DISTRACT
STORE
PERSONAL.
HIDING
THE
MERCHANDISE;
This
is
one
of
the
main
techniques
used
by
shoplifters
to
steal
merchandise
from
the
shop.
Hiding
products
in
different
places;
• Baby
carriage
or
strollers
Hiding
the
merchandise
objects
under
blankets,
toys
and
other
things.
• Umbrellas
with
handles:
Umbrellas
closed
but
not
snapped
on
their
elbows,
drop
item
in
to
it
while
leaning
The
counter.
• Cratch
carring:
Women
wearing
long
skit
or
coat
and
men
with
long
coat
do
this.
They
place
the
merchandise
between
their
thighs
and
walk
away.
• Using
baby
cloths
and
newspapers
to
hide
stolen
items.
Some
of
them
make
slits
in
the
lining
of
the
pocket,
so
that
they
can
reach
the
merchandise
with
out
being
seen.
• A
large
open
bag:
The
bag
is
placed
on
thieves’
feet
and
drops
the
objects
in
to
it.
• “Bag
bag”
holding
a
paper
bag
which
is
dirty
and
keeping
the
things
inside
it.
(
Tian.K.
&
Keep.B.,2002)
20
BRAZEN
APPROACH:
• Some
robbers
steal
the
garments
by
putting
it
under
their
own
clothes
from
fitting
room
and
walk
away.
• Another
way
is,
they
took
the
clothes
from
racks,
which
is
near
to
the
door
and
walk
away.
• Some
customers
boldly
walk
away
with
large
items
that
do
not
put
in
an
ordinary
bag.
• Robbers
just
grab
the
things
and
walk
away
relying
on
the
unawareness
and
slow
response
of
the
sales
advisor.
(Dempsey.S.J.,2008)
DISTRACT
THE
SALES
PERSON:
This
is
one
of
the
common
methods
adopted
by
the
robbers
to
steal
things
from
the
shops.
• A
large
group
of
people
will
enter
to
the
store
and
divide
to
different
small
groups,
which
makes
it
difficult
for
the
employees
to
watch.
•
Pair
of
shoppers
enter
to
the
shop
one
of
them
will
distract
the
sales
person
and
the
other
will
steal
the
thing.
• If
there
is
only
one
employee
in
the
shop,
they
will
send
the
sales
person
to
the
back
room
to
find
something
and
steal
the
things
and
the
leave
the
shop
before
they
are
coming
back.(Hess.M.K.,2008)
21
2.6.2.
EMPLOYEE
THEFT:
Employee
theft
is
the
biggest
threat
facing
by
all
companies.
Studies
shown
that,
employee
theft
itself
accounts
for
nearly
half
of
the
inventory
shrinkage.
This
shrinkage
is
more
than
the
shoplifters,
administrative
errors
and
more
than
vendor
fraud.
(Bond.R.,2007)
There
are
three
main
factors,
which
influence
employee
fraud,
1) Situational
pressure
(financial
or
status
need)
2) An
opportunity
to
commit
and
conceal
a
crime.
3) A
way
to
rationalize
the
dishonest
act.
Some
employee’s
steal
for
status
or
to
cover
extra
expenses,
the
inadequacy,
or
the
inequity
in
the
compensation
is
another
factor.
(Moorthy.M.K.,Seetharaman.A.,Somasundaram.N.K.&Gopalan.M.,2009)
A
survey
done
in
the
Irish
retail
market
revealed
that,
Irish
shop
workers
are
the
worst
shoplifters.
There
is
a
loss
of
€167m
in
goods
and
cash
a
year,
which
is
the
worst
rate
in
Europe.
Employee
theft
create
36.8%
shrinkage
in
Ireland,
this
is
the
highest
rate
in
Europe.
The
shop
workers
itself
steal
items
worth
166.7m.
(Monaghan.G.,2009)
According
to
the
research
done
by
G4S
Secure
solutions
revealed
that,
in
the
last
12
months
around
one
in
the
ten
retail
employees
committed
a
crime
against
their
employer.
The
loss
due
to
employee
theft
can
make
a
dramatic
impact
on
retailer’s
revenue
(Greenwell.D.,2010)
22
2.7.BEST
PRACTICES
ADOPTED
BY
COMPANIES
TO
REDUCE
EMPLOYEEE
THEFT:
The
adoption
of
best
practices
to
reduce
employee
theft
depends
up
on
the
rules
and
regulations
of
the
company.
The
following
methods
are
the
common
best
practices
adopted
by
companies
to
reduce
employee
theft.
In
order
to,
avoid
employee
theft,
it
has
to
consider
from
the
initial
state
of
recruitment.
Employee
has
been
hired
only
after
checking
their
personal
and
professional
background.
The
criminal
history
has
to
check,
to
understand
the
crimes
involving,
violence,
theft,
and
fraud.
Education
verification
helps
to
understand
the
verification
of
the
degree
from
the
accredited
institution.
The
employment
verification
gives
more
idea
about
the
positions,
length
of
employment
and
the
reason
for
leaving
the
job.
(Bond.R.,2007)
A
positive
work
environment
encourages
the
employees
to
see
themselves
as
an
important
part
of
the
organization.
This
is
an
effective
deterrent
to
employee
theft.
Fair
employment
practices,
rules
and
regulations,
proper
employee
recognition,
open
lines
of
communication
between
the
management
and
the
employees
reduce
the
likelihood
of
internal
theft.
(Scarborough.N.M.
&
Zimmerer.T.,2003)
Proper
education
and
training
have
been
given
to
the
employees
about
the
policies
and
procedures
related
to
fraud.
The
organization’s
code
of
conduct
and
ethic
policies
has
been
clearly
explained
to
them.
The
crucial
factor
is
that,
the
company
has
to
explain,
how
the
violation
of
these
policies
will
be
disciplined.(Fischer.R.J.&
Janoski.R.
,2000)
The
company
has
to
investigate
the
entire
incident;
the
violations
of
policies
and
procedures,
the
allegations
of
fraud
or
the
warning
signs
of
fraud
will
help
to
reduce
losses.
(Cook.L.,2009)
All
these
above
methods
help
to
reduce
employee
theft
to
an
extent.
23
2.8.BEST
PRACTICES
TO
REDUCE
SHRINKAGE:
Different
companies
have
adopted
different
best
practices
to
reduce
shrinkage.
A
combination
of
different
loss
prevention
methods
acted
the
best
to
reduce
shrinkage.
The
loss
prevention
methods
and
technique
include
CPTED
(crime
prevention
through
environmental
designs),
management
policy
and
operations,
internal
and
external
audits,
use
of
store
detectives
or
loss
prevention
specialists,
peer
reporting
of
suspicious
or
criminal
activity.
Non-‐
technology
loss
prevention
tools
include,
observation
mirrors,
locking
antitheft
cables
and
wires,
wire
lanyards,
security
bars
and
other
devices.
Introduction
of
technology
for
loss
prevention
methods
includes,
closed
circuit
television
(CCTV),
benefit
denial
tags
(ink
tags)
Electronic
article
surveillance
(EAS),
source
tagging,
computerized
inventory
control,
radio
frequency
identification
(RFID)
and
DNA
tagging.
Security
officers
act
as
a
main
part
in
store’s
loss
and
prevention
methods.
These
loss
prevention
methods
can
be
overt
o
covert.
Overt
security
means
security
means
are
visible
to
all
customers.
These
include
visible
cameras,
locking
equipments,
security
tags
and
uniformed
security
officers.
On
the
other
hand,
covert
security
means
hidden
cameras,
in
store
detectives
wearing
plain
clothes
and
shops
with
the
customers.
2.8.BEST
PRACTICES
TO
REDUCE
RETAIL
SHRINKAGE:
1. MANAGEMENT
POLICY
2. CPTED
3. AUDITS
4. STORE
DETECTIVES/LOSS
PREVENTION
SPECIALISTS
5. PEER
REPORTING
6. LOSS
PREVENTION
TECHNOLOGY
24
2.8.1.MANAGEMENT
POLICY:
Introduction
of
a
strong
management
policy
which
increase
the
employee
awareness
and
participation
in
managing
the
problems
helps
to
reduce
shrinkage.
Studies
done
on
shoplifters
are
revealing
that,
shoplifters
are
less
likely
to
steal
from
shops,
which
has
a
strong
management
policy.
These
management
policies
mainly
include
motivated
store
personal,
organized
displays,
presence
of
store
detectives
and
store
personals
regularly
approaching
and
acknowledging
customers.
The
internal
loss
in
the
retail
sector
is
mainly
due
to
employee
theft.
This
can
be
controlled
mainly
through
good
management
techniques
and
through
very
intelligent
security
policies.
• Honest
employee
is
an
asset
for
the
organization.
So
the
management
has
been
careful
from
the
first
stage
of
recruitment.
The
employer
has
to
check
the
previous
employment
background,
conduct
a
background
check
and
do
an
in
depth
application
interview.
• One
of
the
main
factor
which
prevents
the
theft
to
a
certain
extend
is
the
salary
and
the
wages
to
the
employees.
More
stealing
are
common
in
places
where
the
employee
are
underpaid
rather
than
overpaid.
• Al
employees
have
to
feel
that,
they
are
an
integral
part
of
the
organization
and
their
service
is
a
valuable
part
of
the
organization.
• The
company’s
code
of
ethics
or
company
policies
should
be
clearly
defined
to
the
employees,
from
the
initial
stage
of
employment.
Policy
explains
the
expected
ethical
standards
from
the
employees
and
the
consequences
of
violating
it.
(Fischer.R.J.&
Janoski.R.,2000)
25
2.8.2.CPTED(
Crime
prevention
through
environmental
design.)
Crime
prevention
through
environmental
design
means
designing
the
shopping
environment
in
such
a
way,
which
prevents
theft.
CPTED
involves
designing
the
inside
and
outside
the
building,
entrances
and
exits,
landscaping
and
lighting
to
increase
the
detection
of
stealing.
The
three
main
strategies
used
for
CPTED
involve,
territorial
reinforcement,
natural
surveillances
and
natural
access
control.
In
territorial
reinforcement,
a
border
is
created
between
public
and
private
property,
which
creates
a
feeling
of
territory.
This
makes
it
easy
to
give
message
to
the
offender
that
the
property
is
under
the
ownership
of
somebody
else
and
the
offender
has
to
keep
away
from
the
place.
In
natural
surveillance
involves
designing
the
environment
to
improve
lighting
and
landscaping,
which
improves
the
observation
inside
and
outside
the
store.
Natural
access
control
makes
the
business
or
property
a
riskier
crime
target,
with
doors,
fences,
and
gates.
(Crowe.T.D.,2000)
2.8.3.AUDITS
Audits
are
a
tremendously
important
loss
prevention
effort.
Audits
can
be
done
both
internally
and
externally.
Internal
audits
are
done
by
store’s
own
personal
and
people
who
are
hired
by
the
company
do
external
audits.
Audits
on
inventories
help
to
find
out
the
shrinkage
in
the
company
as
well
as
the
person
who
is
responsible
for
the
theft
and
losses.
More
often,
the
audits
are
the
quicker
to
find
the
shrinkage.
Regular
audits
helps
to
prevent
the
theft,
as
the
theft
and
the
losses
will
be
liable
to
the
person
in
charge.
So,
more
care
will
be
taken
by
the
person
in
charge
to
avoid
theft
and
losses.(
Sennewald.
C.
A
&
Christman.J.H.,
2008)
26
2.8.4.STORE
DETECTIVES
/
LOSS
PREVENTION
SPECILISTS:
Many
of
the
large
companies
have
there
own
loss
prevention
department
and
they
employee
these
people
for
investigation.
Store
detectives
are
also
called
LP
agents.
The
main
duties
of
store
detectives
are
to
control
the
shrinkage.
They
have
different
duties,
which
includes
employee
investigation
specialist,
auditors,
payroll
trade
off
for
capital
expenditures
in
system
and
technology.
(Sennewald.C.A
&
Christman.J.H.,2008)
According
to
Dan
Doyle,
the
chairperson
of
national
retail
federation
loss
prevention
council,
loss
prevention
specialist
works
as
the
internal
police
of
the
organization.
The
loss
prevention
specialist
investigates
the
internal
and
external
theft
of
the
assets.
They
are
responsible
to
investigate
the
employees
and
the
customers
who
are
destroying
the
company
property,
stealing
cash
and
merchandise.
They
also
investigate
the
crimes
and
activities
acting
against
the
company.
Many
companies
have
implemented
peer
reporting
hotlines
and
incentives.
(Crowe.T.D.,2000)
2.8.5.
PEER
REPORTING:
A
study
done
in
2004
reveals
that
peer
reporting
is
one
of
the
most
effective
techniques
to
detect
and
prevent
employee
theft.
Many
major
security
service
companies
are
assisting
organizations
for
peer
reporting
programmes.
“Alert
line
ethics
and
Compliance
Hotline,
offered
by
Pinkerton
investigative
services
and
Safe
to
say
Hotline
services
are
offered
by
Wackenhut
are
the
two
examples.
Employees
can
report
to
these
organizations
and
information
will
be
received
back
to
the
company.
(Dempsey.S.J.,2008)
27
2.8.6.LOSS
PREVENTION
TECHNOLOGY
:
(a)
EAS
(Electronic
article
surveillances)
According
to
the
national
supermarket
research
group,
around
25
%
of
the
shrinkage
in
supermarket
is
through
shoplifting.
Statistics
from
the
supermarket
shrinkage
shows
that,
there
is
a
13
percent
reduction
in
shrinkage
in
stores,
which
implemented
EAS
technology.
EAS
has
many
elements
in
success
factor.
The
sensor
are
moisture
resistant,
it
is
very
thin
which
remain
inconspicuous.
This
EAS
system,
stand
up
to
both
freezer
and
microwave
with
out
interfering
the
quality
of
the
product.
(Litwak.D.,2005)
According
to
the
national
retail
security
survey,
most
of
the
retailers
have
adopted
EAS
system
as
a
successful
loss
prevention
method.
These
retailers
are
realizing
that
shoplifting
is
the
second
most
costly
source
of
shrinkage
or
theft
in
retail.
The
supermarket
shrink
survey
reveals
that
the
top
cause
of
shrinkage
in
stores
is
due
to
employee
theft.
Companies,
which
installed
EAS
system,
are
saving
more
money
than
the
one,
which
are
not.
(Ennen.S.,2009)
(b)
RFID
(Radio
Frequency
Identification)
According
to
Avery
Dennison,
the
introduction
of
RFID
system
in
Gerry
Weber
fashion
and
Lifestyle
Company
is
extremely
successful.
This
system
helps
to
reduce
theft
and
ensure
stores
are
well
stocked
with
popular
items.
The
RFID
fabric
care
cables
are
applied
in
the
manufacturing
process,
this
avoids
the
retail
staff
to
fit
and
remove
the
conventional
bulky
tags
in
the
store.
In
addition
to
this,
these
tags
are
automatically
deactivated
after
the
consumer
paid
for
the
item
in
the
check
out.
The
RFID
inlay
is
incorporated
with
a
care
label
which
is
washable
up
to
140°
F
and
can
be
dry-‐cleaned.
This
helps
to
trace
back
the
garment
from
the
production
to
the
point
of
sales,
even
if
it
is
washed
or
dry-‐cleaned.
(Dennison.A.
,
2010)
28
(
c)
CCTV(Closed
Circuit
Television)
The
installation
of
CCTV
was
found
being
positively
correlated
to
prevent
retail
crime.
This
has
become
the
principal
weapon
in
fighting
against
shop
crime.
CCTV
acts
as
a
day
and
night
surveillance
with
an
unparalleled
capacity
to
detect
the
offender.
Studies
done
in
retail
stores
revealed
that,
the
installation
of
CCTV
in
retail
reduces
the
loss
to
sales
from
2.45%
to
1.97%.
The
studies
are
showing
that
there
is
a
massive
reduction
in
the
stock
loss
after
the
installation
of
CCTV
in
stores.
After
6
months
there
is
a
reduction
of
37.8%
stock
loss
from
stores,
which
installed
CCTV.
(Beck.A.
&
Willis.A.,2000)
A
survey
conducted
in
2004
in
seventeen
stores
revealed
that,
stores
with
more
CCTV
operators
reaped
more
benefits
when
compared
to
stores
who
are
not
using
CCTV.
These
stores
benefits
in
terms
of
high
theft
discovery
rate,
great
security
for
the
store,
higher
stock
recovery
rate
and
reduced
losses.
(Beck.A.
&
Willis.A.,2000)
According
to
Rutgers’
crime
prevention
service,
CCTV
can
prevent
and
deter
crime
because
of
deterrence,
prosecution,
fear
reduction,
monitoring,
and
intervention.
Deterrence
means
that,
the
shoplifters
may
see
the
cameras
and
leaves
the
target
due
to
the
impression
of
high
risk.
Fear
reduction
means
the
presence
of
camera
creates
a
safe
feeling
in
and
around
the
store,
which
prevents
the
potential
criminals
from
attacking.
Robbers
and
shoplifters
may
be
observed
in
camera
and
can
then
be
catch
and
prosecute
with
evidence.
In
monitoring
and
intervention,
the
security
guards
can
monitor
the
suspicious
behaviors
and
prevent
the
crime
from
occurring.
They
can
also
be
assisted
with
a
member
of
staff.
(Dempsey.S.J.
,
2008)
29
(d)
DNA
Tagging:
This
is
one
of
the
emerging
anti-‐shoplifting
or
anti-‐counterfeiting
technologies
that
use
microscopic
fragments
of
DNA.
Jun-‐Jei
Sheu,
a
Taiwanese
scientist
started
the
research
with
microscopic
fragments
of
DNA
embedded
in
everyday
objects.
(Dempsey.S.J.
,
2008)
In
2005,
UK
firm,
Red
web
security
has
developed
a
DNA
tagging
product.
It
is
called
a
biosynthetic
‘ipowder’.
This
works
on
a
pretty
simple
concept.
These
ipowder
carries
a
“uniquely
traceable
DNA
code”
registered
to
the
owner
or
a
precise
location.
This
ipowder
can
be
immersed
in
a
device,
which
can
be
mounted
in
the
ceiling,
front
door
or
on
the
wall.
This
powder
suspended
in
a
red
dye
sticks
to
the
clothes
and
skin
and
cannot
be
removed
for
several
weeks.
This
helps
to
trace
the
person
or
the
merchandise
products.
(Haines.L.,
2005)
2.9.
FAKE
CAMERAS\
DUMMY
CAMERAS:
A
study
done
on
employee
theft
revealed
that
the
presence
of
a
fake
camera
has
a
positive
effect
on
employees,
which
reduce
employee
theft.
The
cameras
look
real
with
red
lights
and
cosmetically
it
looks
identical
to
the
real
ones.
The
presence
of
this
camera
can
deter
theft.
Only
trusted
employees
must
know
the
reality
of
these
fake
cameras.
The
fake
camera
cost
less
when
compared
to
the
real
camera.
The
survey
is
suggesting
fake
cameras
as
a
supportive
tool
for
CCTV
to
detect
staff
theft.
(Alstete,J.,
2006)
2.10.CEILING
MIRRORS:
A
study
done
on
retail
shrinkage
suggested
ceiling
mirrors
as
one
of
the
cheapest
tool
for
loss
prevention.
The
mirror
helps
the
investigators
to
watch
the
activity
in
high
theft
area.
In
some
departments
the
mirrors
are
used
to
increase
the
range
of
their
camera.
(Carter.N.,1995)
30
2.11.FREE
PRODUCTS
AND
GIFT:
Companies
have
proved
that
giving
free
products
and
gifts
to
the
employees
reduces
employee
theft.
Chicklets
gum
factory
in
Queen
reported
employee
theft
in
the
company.
Many
of
their
staff
steals
the
products.
The
packages
are
small
and
easy
to
remove
from
the
factory.
The
management
kept
55-‐gallon
of
drums
at
the
employee
entrance
with
the
products
inside.
The
employees
can
take
whatever
they
want
from
the
drums.
The
drums
hardly
used
and
the
theft
stopped
as
well.
This
is
a
great
example
to
show
that
giving
gift
can
reduce
employee
theft.
(Alstete,J.
,2006)
2.12.LOSS
PREVENTION
STAFF
TRAINING:
A
survey
done
by
KPMG
on
the
stock
loss
in
retail
sector
revealed
the
importance
of
staff
training
to
reduce
stock
loss.
Companies
in
America
are
giving
training
monthly
or
quarterly.
Half
of
the
companies
in
Asia
pacific
region
and
almost
half
in
EMEA
(Europe,
middle
east
and
African
region)
train
annually.
(Larson.M.,2009)
An
alert
and
well-‐trained
staff
is
the
sole
for
good
crime
prevention.
Investing
in
staff
training
is
not
an
expensive
loss
prevention
method.
Refreshing
the
staff
memories
through
15
minutes
meetings
helps
to
keep
the
staff
alert.
The
companies
will
get
proper
advice
through
business
crime
reduction
partnership,
crime
prevention
officers,
trade
association
and
trade
newspapers.
(Dear.L.,2009)
31
32
3.CROSS
COMPANY
ANALYSIS
3.1.HOUSE
OF
FRASER
About
the
company:
House
of
Fraser
is
one
of
the
UK’S
largest
and
most
prestigious
retail
organizations.
This
is
a
British
department
store,
with
around
62
stores
across
UK
and
Ireland.
This
is
founded
by,
Hugh
Fraser
and
James
Arthur
under
the
brand
Arthur
and
Fraser
in
Glasgow,
Scotland
by
the
year
1749.
It
has
a
long
strategy
of
rebranding
the
name
to
House
of
Fraser.
House
of
Fraser
has
acquired
different
companies
including
T.
Braid
&
Sons
Ltd
of
Scotland,
Erie
and
E.
Dingle
&
Co.
Ltd,
Hide
&
Co
and
the
Army
&
Navy
Stores
in
southern
England,
Switzer
&
Co.
Ltd,
Dublin
and
other
independent
stores.
Over
the
decade
more
than
50
stores
joined
the
group.
The
head
quarters
of
House
of
Fraser
is
in
London,
England.
By
the
year
of
2008
the
company
operates
63
department
stores
in
UK
and
Ireland
including
the
web
store
www.houseoffraser.co.uk.
House
of
Fraser
is
providing
different
products
in
the
store,
which
includes
jewellery,
cosmetics,
clothing,
home-‐
ware
and
kitchen
gadgets.
House
of
Fraser
has
revenue
of
£
596
million,
which
operates
with
around
2000
employees.
In
the
year
September
2005,
House
of
Fraser
has
opened
its
first
store
outside
UK
is
in
Dundrum
Town
center,
Dublin,
Ireland.
The
company
provides
the
same
standard
of
products
and
services
to
the
customers
in
Ireland.
This
store
operates
with
around
200
employees.
This
store
operates
under
the
same
rules
and
regulations
as
in
U.K.
33
(3.1)
SHRINKAGE
IN
HOUSE
OF
FRASER
DUNDRUM:
House
of
Fraser
Dundrum
is
reporting
an
annual
loss
of
€
89,528
in
2009.
The
company
suffered
an
internal
loss
of
24.4%
and
an
external
loss
of
57.6%
in
the
store.
In
addition
to
this,
the
company
declared
a
loss
of
1%
due
to
fraud,
1%
due
to
robbery,
3%
due
to
damage
and
13%
loss
due
to
others.
House
of
Fraser
is
reveling
that
the
major
loss
of
the
company
is
through
shoplifting
from
fitting
rooms.
These
above
figures
are
showing
the
importance
of
adoption
of
best
practices
in
house
of
Fraser.
(3.2)
BEST
PRACTICES
ADOPTED
BY
HOUSE
OF
FRASER:
House
of
Fraser
has
adopted
the
same
loss
prevention
methods
in
all
stores.
They
have
different
security
policies
for
opening
and
closing
the
store,
interior,
and
exterior
checks,
booking
staff
in
and
out
the
store
etc.
In
this
context
we
are
discussing
the
main
security
measure
adopted
to
reduce
internal
and
external
loss.
(3.2.1)
BEST
PRACTICES
TO
REDUCE
INTERNAL
LOSS:
(A) STORE
OPEING
AND
CLOSING:
House
of
Fraser
has
adopted
specific
procedures
for
opening
and
closing
the
store
to
avoid
theft
by
staff
and
intruders.
• It
is
the
company
policy
that
an
authorized
key
holder
and
at
least
one
staff
member
of
the
management
or
security
must
present
when
opening
and
closing
the
store.
• The
security
must
not
hold
store
keys
or
be
asked
to
set
the
intruders
alarm
at
closedown.
• Person
who
enters
a
store
on
his
or
her
own
risk,
without
a
cause
may
be
liable
to
disciplinary
action.
34
(B)
STORE
KEY
CONTROL
AND
ALARM
ACCESS
PROCEDURE
• It
is
the
company
policy
that
there
should
be
only
four
sets
of
keys.
Each
key
holder
Is
responsible
for
the
security
of
the
key
while
in
possession.
• Authorized
key
holder
can
access
to
the
alarm
panel
and
they
can
choose
their
own
PIN
number.
The
PIN
number
is
on
personalized
choice
and
this
not
recorded
anywhere.
• None
of
the
authorized
person
is
allowed
to
reveal
the
PIN
number
under
Any
circumstances.
• The
PIN
number
must
be
deleted
when
the
authorized
person
leaves
the
business
Alternatively,
transfer
to
another
store.
(C)
EXTERNAL
AND
INTERNAL
CHECKS
• The
key
holder
upon
arrival
does
a
visual
check
of
the
accessible
perimeter
Of
the
premise.
• Extreme
care
must
be
taken
when
there
is
any
damages
taken
place.
• The
security
has
check
all
attempted
burglary.
The
fire
exits
must
always
been
kept
clear
and
operational.
(D)
FINAL
PREOPENING
CHECKS:
After
the
internal
and
external
check
the
security
will
do
a
final
preopening
check.
• Make
sure
that
the
CCTV
system
is
fully
operational
and
that
the
correct
tape
is
Inserted
and
recording
is
properly
working
in
each
videocassette
recorder.
• Make
sure
all
display
cabinets
and
windows
are
locked
with
the
keys
removed.
35
(C)
STAFF
SEARCHES:
As
a
condition
of
employment
any
person
engaged
in
work
on
company
premises
must
accept
that
they
are
liable
to
be
searched
as
and
when
requested.
Searches
will
be
carried
out
regularly.
HOF
staff,
concession
staff,
cleaners,
and
visitors
will
be
scheduled
at
random
searches.
The
quality
of
the
searches
being
conducted
should
be
in
line
with
current
audit
guidelines.
Bags
personal
belongingness
etc
can
be
searched
at
anytime
when
the
staff
is
inside
the
premises.
Lockers
cabinets
and
cars
can
be
searched
at
anytime
in
the
presence
of
the
person.
It
is
the
responsibility
of
the
sales
manager
and
loss
prevention
manager
to
ensure
that
regular
checking
is
conducting.
In
the
event
of
person
being
found
with
an
unauthorized
possession
of
company
property
during
staff
search
senior
management
must
be
contacted
immediately.
If
it
is
a
work
experience
trainee
or
employment
trainee
concerned
agency
or
respective
sponsor
will
be
informed.
Correct
course
of
action
must
be
taken
according
to
the
human
resource
manual.
(D)
INTERNAL
LOSS
PREVENTION
INVESTIGATION:
An
internal
loss
prevention
investigation
is
conducted
when
it
is
identified
that
the
employee
is
suspected.
• Acting
criminally
against
company’s
interest.
• Benefiting
financially
or
materially,
from
a
loss
to
the
company
caused
by
a
breach
of
operational
procedure.
• Failing
to
comply
with
company
procedures
and
policy.
36
(3.2.2)
BEST
PRACTICES
TO
REDUCE
EXTERNAL
LOSS:
HOF
has
implement
different
loss
prevention
methods
like
CCTV,
monitoring
service,
Electronic
article
surveillance
(EAS)
etc.
(A)
FITTING
ROOM
SECURITY
PROCEDURE:
One
of
the
main
losses
of
merchandise
pieces
takes
place
in
HOF
is
from
fitting
rooms.
So
the
company
has
established
certain
procedures
to
avoid
theft
from
fitting
rooms.
• All
fitting
rooms
must
be
kept
clean
and
functional.
• All
cleaners
including
contract
cleaners
must
be
under
supervision.
None
of
the
merchandise
product
will
be
allowed
to
taken
by
the
cleaners.
• None
of
the
fitting
room
cubicle,
must
not
be
used
as
storage
space
under
any
circumstances.
• Fitting
room
must
not
be
kept
in
such
a
way
as
stock
room
doors
or
fire
exits
are
accessible
for
public.
• Regular
check
of
the
fitting
room
is
done
to
ensure
that
no
article,
ticket,
hanger
etc
left
unattended.
• Disk
control
system
must
be
fully
equipped
for
all
stock
room.
• All
fitting
rooms
will
be
manned
all
the
time.
37
(B))
Electronic
article
surveillance
(EAS)
House
of
Fraser
has
implemented
an
anti
theft
solutions
from
the
point
of
sales.
EAS
antennae
are
helping
the
retailer
to
reduce
theft
in
the
stores.
The
technology
incorporates
360degree
rotation
of
radio
frequency
signals,
which
helps
in
a
better
detection
of
Radio
frequency
security
tags
at
all
angles.
This
helps
the
retailers
to
detect
the
stolen
merchandise
effectively.
This
system
offers
fewer
pedestals
but,
wider
aisles
(around
2m),
which
preserves
and
keeps
the
look
of
retail
environment.
House
of
Fraser
is
using,
Alpha
Cable
Loks,
from
alpha
high
theft
solutions
are
being
trailed
to
combat
the
theft
of
desirable
and
high
value
merchandise
such
as
handbags,
jackets
and
suits.
(Thompson.S.,2009)
The
implementation
of
checkpoint’s
security
solutions,
reduce
losses
on
high-‐
end
goods,
improved
stock
results
in
the
store
and
concession.
This
creates
a
very
pleasant
retail
environment
to
the
customers
and
the
luxury
merchandise
can
be
kept
securely
on
open
display.
In
addition
to
the
EAS
technology,
House
of
Fraser
has
also
installed
EAS
enabled
version
visitor
counting
software.
Checkpro
manager
Visiplus,
provides
an
insight
to
the
number
of
visitors
to
its
stores.
This
information
is
captured
and
stored
which
allows
the
managers
to
analyze
the
information
online.
This
helps
them
to
determine
the
specific
areas,
which
need
more
staffing
and
helps
to
measure
the
promotional
campaigns
in
attracting
customers
to
the
store.
This
data
can
be
used
to
make
a
customer
conversion
rate
reports.
Visplus
develops
quantitative
data,
which
allows
HOF
to
identify
the
areas
for
improvement
and
reduce
cost.(
Marc.P.,2009)
38
(C)
EPOS
Scan
:
(
Electronic
point
of
sale)
EPOS
scan
is
tried
and
tested
system
specifically
developed
for
and
proven
to
be
effective
in
retail
applications.
Epos
Scan
is
on
the
idea
that
it
links
to
CCTV
coverage
with
EPoS
data
from
the
sales
terminal.
It
is
a
particular
event
like
void
or
refund
takes
place.
EPOS
scan
ensures
that
images
of
the
sales
terminal
relating
to
this
event
are
recorded.
The
images
are
recording
with
a
fixed
camera
permanently
trained
on
the
sales
terminal,
or
it
may
orient
a
PTZ
(pan
tilt
zoom)
camera
near
the
sales
terminal,
which
captures
the
required
picture.
In
addition
to
the
store’s
main
coverage
EPOS
system
can
be
used
as
a
recording
system.
EPOS
audit
roll
data
corresponding
to
the
event
being
monitored,
maintains
a
searchable
log
of
events
types
and
locations.
In
House
of
Fraser
the
typical
event
which
monitors
include
voids,
manually
keyed
credit
card
sales
and
low
value
transactions
in
departments
where
the
goods
on
sale
are
mostly
of
high
value.
EPOS
scan
helps
to
identify
suspicious
transactions
by
reviewing
EPOS
audit
roll
information
along
with
CCTV
images
of
the
sales
terminal.
The
Epos
scan
instantly
brings
the
target
event
to
the
notice
of
the
security
staff,
which
helps
to
watch
the
whole
transaction
as
it
is
happening.
This
is
a
very
effective
and
efficient
tool
in
reducing
shrinkage.
All
these
above
details
are
showing
the
different
methods
adopted
by
House
of
Fraser
to
reduce
shrinkage
due
to
internal
and
external
losses.
Even
after
with
the
adoption
of
these
methods
House
of
Fraser
is
suffering
from
a
loss
of
€
89528.
This
figures
are
showing
that,
they
need
an
improvement
in
the
adoption
and
application
of
security
measure.
39
(3.3)
PRIMARK.
About
the
company:
Primark
is
a
clothing
retailer,
which
is
established
in
the
year
1969.
The
company
has
branches
in
Ireland,
United
Kingdom,
Netherland,
Germany,
Spain,
Portugal
and
Belgium.
The
company
operates
with
its
head
office
in
Dublin,
Ireland.
The
company
has
38
stores
in
Ireland,
136
in
UK,
14
in
Spain,
2
in
Germany,
2
in
Portugal
and
1
of
each
in
Netherland
and
Portugal.
Primark
is
a
subsidiary
of
Associated
British
Foods
plc
(ABF)
and
under
the
control
of
Weston
family.
In
the
year
2008
the
company
makes
revenue
of
£1933
m.
It
employs
around
27500
staff
all
over
the
stores.
The
main
principle
of
the
company
is
to
market
fashionable
clothing
at
a
competitive
price.
In
addition
to
clothing
it
also
provides
a
wide
collection
of
home
ware,
jewellery,
foot
ware,
health
and
beauty,
Christmas
products,
giftware,
sports
ware
and
accessories
to
the
customers.
In
2006,
Primark
joined
the
ethical
trading
initiative,
which
brings
businesses,
NGO
and
trade
unions
to
work
on
honor
right
issues
in
their
supply
chains.
Primark
took
remedial
measures
to
avoid
unethical
practices
in
their
supply
chain.
They
terminated
the
contract
with
the
companies
doing
child
labour
and
unethical
practices.
SHRINKAGE
IN
PENNEYS
DUNDRUM:
Penneys
is
reporting
a
very
small
percentage
of
internal
and
external
loss
in
their
store.
The
managers
are
revealing
that
Primark
have
only
1%to
2%
of
internal
loss
in
their
store.
Penneys
is
suffering
from
an
external
loss
of
€1000
to
€2000
per
month.
CCTV
is
their
prime
loss
prevention
tool
in
all
stores.
The
store
detectives
are
acting
as
a
supportive
tool
for
the
CCTV
operation.
Detailed
explanations
of
the
loss
prevention
tools
are
explaining
below.
40
(3.4)
BEST
PRACTICES
ADOPTED
BY
PRIMAK
TO
REDUCE
SHRINKAGE:
(A)SECURITY
SERVICES:
One
of
the
best
methods
adopted
by
Primark
to
reduce
internal
and
external
theft
is
through
security
services.
The
company
is
providing
the
customers
a
comfortable
and
safe
shopping
environment.
Primark
has
outsourced
it’s
security
from
a
trusted
agency.
This
security
officer
provides
a
wide
range
of
services.
The
security
officers
in
Primark
monitor
both
the
customers
and
the
staff
during
working
hours.
They
discourage
and
avoid
troublemakers,
which
provides
an
exciting
shopping
environment.
They
always
act
as
deterrent
against
theft
by
customers
and
staff.
The
security
officers
are
obliged
to
analyze
the
incidents
or
theft,
which
makes
a
loss
to
the
company
and
make
arrest
if
necessary.
They
provide
information
services
to
the
management.
The
security
officers
will
provide
a
great
assistance
in
collecting
money
from
different
tills.
In
Primark,
in
addition
to
these
services
the
security
is
giving
first
aid
if
necessary.
The
security
offices
are
always
vigilant
to
find
the
losses
done
by
staff
and
customers.
(B)
STORE
DETECTIVE
OR
SHADOW
SECURITY:
One
of
the
best
practices
adopted
by
Primark
for
loss
and
prevention
method
is
the
introduction
of
store
detectives.
They
patrol
the
shop
like
an
ordinary
shopper,
watching
for
shoplifters.
These
detectives
follows
the
shoppers
behaving
suspiciously
to
make
sure
if
they
are
doing
any
theft
or
not.
These
store
detectives
investigate
employee
theft
activity,
credit
Card
and
check
fraud.
They
are
responsible
for
searching
employee
lockers
and
bags
randomly.
41
(C)SECURITY
STICKERS:
Penneys
has
introduced
different
criteria
to
avoid
losses
from
their
home
ware
department.
All
the
items
that
were
sold
from
home
ware
department
have
been
accompanied
with
a
sold
out
stickers.
None
of
the
merchandise
items
are
allowed
to
move
out
from
the
store
with
out
these
stickers.
These
stickers
are
mainly
used
as
an
identification
tool
to
recognize
between
a
sold
out
item
or
not.
These
stickers
make
the
job
of
security
officers
quite
easy.
(D)
CCTV
(CLOSED
CIRCUIT
TELEVISION):
In
Primark,
CCTV
acts
as
the
major
tool
for
loss
prevention.
This
helps
in
investigating
shoplifting,
credit
fraud,
embezzlement
etc.
In
Primark
they
have
installed
different
units
for
controlling
CCTV.
Some
of
these
units
are
visible
to
the
customers
and
some
are
not.
CCTV
give
the
security
officers
a
better
view
of
a
suspect,
they
can
record
incidents
with
out
revealing
themselves
to
the
shoplifting
suspects.
The
application
of
CCTV
in
Primark
gives
assistance
to
the
store
vigilant
working
in
the
shop.
42
(3.5)
SWOT
ANANLYSIS:
In
this
part
of
the
study,
the
researcher
is
trying
to
do
a
cross
company
analysis
between
the
two
companies.
SWOT
analysis
has
done
to
understand
the
strength
weakness,
opportunities,
and
threats
of
the
company.
(3.5.1)
SWOT
ANANLYSIS
OF
HOUSE
OF
FRASER;
STRENGTHS:
House
of
Fraser
have
been
thriving
business
since
1749,
it
has
62
shops
in
and
around
UK
and
Ireland.
It
has
great
strength
for
its
private
label
and
wider
brand
portfolio
across
fashion,
beauty,
children
wear,
and
home
values.
House
of
Fraser
is
well
known
for
providing
a
collection
of
different
branded
products
at
high
quality.
They
are
providing
every
imaginable
brand
available
in
the
market.
They
have
a
very
strong
portfolio
of
brands.
The
store
is
providing
a
lot
of
staff
for
assisting
the
customers.
They
have
a
strong
infrastructure.
House
of
Fraser
is
providing
a
store
card
to
the
customers,
it
is
giving
rewards
to
the
customers
on
the
basis
of
the
amount
of
points
acquired
in
each
quarter
of
the
year.
In
addition
to
this,
the
cardholders
will
get
extra
10%
discounts
for
everything
they
buy.
Through
all
these
ways
house
of
Fraser
is
trying
to
get
a
good
place
in
customer’s
mind.
(Papas.C.,2009)
WEAKNESS:
Some
of
the
customers
are
considering
house
of
Fraser
as
an
expensive
store.
House
of
Fraser
has
spent
a
lot
of
money
for
the
adoption
of
loss
prevention
methods.
However,
still
now,
House
of
Fraser
is
suffering
shrinkage
due
to
internal
and
external
theft.
In
this
store,
the
external
loss
is
greater
when
compared
to
the
internal
losses.
the
company
is
suffering
a
loss
of
around
ninety
grants
in
just
one
store
(Marc.P.,2009)
43
OPPORTUNITIES:
House
of
Fraser
is
a
well-‐known
department
store,
whose
main
income
is
selling.
The
main
cause
of
loss
for
the
company
is
through
external
loss.
If
the
store
is
over
coming
this
weakness,
they
can
save
a
good
lot
of
money.
The
store
can
earn
more
money
through
improving
online
sales.
The
store
has
it’s
own
website,
through
which
they
can
earn
more
profit.(Randall.C.,2008)
THREATS:
The
intensive
competition
in
the
market
is
a
great
threat
facing
by
House
of
Fraser.
They
company
has
to
adopt
new
strategies
to
overcome
this.
With
the
hit
of
recession
in
the
retail
market,
consumer
confidence
has
decreased.
Studies
have
also
shown
that
recession
increased
retail
theft.
Therefore,
the
company
has
to
give
more
importance
to
reduce
theft.
House
of
Fraser
is
providing
a
variety
of
branded
products;
counterfeit
products
in
the
market
are
a
big
threat
for
them.
(Dey.S.
&
Srinivasan.S.,2007)
(3.5.2)SWOT
ANANLYSIS
OF
PRIMARK:
STRENGTHS:
Primark
is
a
well-‐reputed
firm,
which
is
established
in
the
year
1969.
This
has
around
193
outlets.
They
have
a
very
strong
market
position.
The
main
aim
of
Primark
is
to
provide
low
price
and
good
quality
products.
They
have
a
very
strong
returns
and
margins
from
their
business.
Primark
has
a
very
strong
distribution
network,
which
is
providing
the
same
goods
to
all
stores.
With
the
changes
in
the
trends
they
will
always
change
their
designs
as
well.
This
acts
as
another
way
to
increase
their
profits.
Moreover,
recognition
for
valuing
quality
services
and
quality
products
to
the
customers
attracted
more
people.
(Thompson.S.,2009)
44
WEAKNESS:
Primark
is
suffering
losses
through
internal
and
external
theft.
Primark
is
suffering
more
external
theft
when
compared
to
the
internal
theft.
If
the
company
can
overcome
these
they
can
save
a
good
amount
of
money
from
the
stock
loss.
Penneys
is
not
offering
sales
assistant
for
each
customers
due
to
the
immense
amount
of
customers.
(White.T.,2009)
OPPORTUNITIES:
The
increasing
demand
of
online
retail
spending
is
a
very
good
opportunities
for
Primark.
The
growing
global
foot
ware
market
is
the
next
opportunities
for
development.
The
global
foot
ware
market
is
expected
to
continue
growing
by
3.7%
between
2005
and
2011.
Recession,
can
be
positive
by
giving
good
quality
products
at
low
price.
(Teather.D.,2009)
THREATS:
Primark
don’t
give
expression
and
communication,
as
it
does
not
advertise,
which
is
an
advantage
to
the
competitors.
Primark
don’t
have
an
advertising
whilst
but
their
competitors
have.
The
competition
in
the
market
is
another
threat
facing
by
the
company.
Presently
Primark
is
competing
with
other
well
established
companies
like
M&S,
next,
Zara,
H&M
etc.
(Jennifer.J.,2010)
45
46
(4)
ANALYSIS
AND
INTERPRETATION:
In
the
whole
research,
the
researcher
is
concentrating
on
the
shrinkage
in
the
retail
due
to
internal
and
external
theft.
From
the
research
it
is
clear
that
House
of
Fraser
is
suffering
a
great
loss
due
to
internal
and
external
theft.
Primark
is
only
suffering
a
small
loss.
Both
of
the
companies
have
different
aims
but
they
have
the
same
common
enemies
for
internal
and
external
theft.
House
of
Fraser
is
a
well-‐reputed
company
providing
a
vast
amount
of
branded
products
to
the
customers.
They
have
adopted
different
loss
prevention
tools
like
RFID,
EAS,
CCTV
etc,
but
still
now
the
company
is
suffering
a
great
loss
due
to
internal
and
external
theft.
In
the
company
the
external
loss
is
double
when
compared
to
internal
loss.
The
company
has
to
take
proper
actions
to
control
this.
CCTV
is
a
major
aid
for
controlling
losses
but
it
have
often-‐limited
value
in
detecting
crimes
carried
out
by
staff.
A
small
percentage
of
staff
working
in
retail
is
dishonest,
but
it
made
around
24.4%
internal
loss
to
the
company.
House
of
Fraser
is
revealing
that,
the
major
loss
for
the
company
is
occurred
from
women
ware.
From
the
overall
loss,
loss
from
women’s
wear
itself
accounts
for
38.4%
to
39.6%.
In
order
to
avoid
the
loss
from
the
fitting
room,
the
customers
are
assisted
by
a
sales
advisor.
Make
the
customers
aware,
that
they
are
being
watched
all
the
time.
To
avoid
the
theft
from
the
fitting
room,
the
fitting
room
is
kept
tidy.
Un-‐tagged
stocks
are
not
allowed
to
take
to
the
fitting
room.
A
maximum
of
four
items
are
only
allowed
to
take
to
the
fitting
rooms.
The
staff
theft
made
house
of
Fraser
a
loss
of
24.4%.
The
company
has
adopted
only
very
few
methods
to
reduce
internal
loss.
The
security
made
random
checks
in
lockers
and
bags
of
the
staff.
The
security,
monitor
the
staff
on
floor,
if
there
is
any
doubt
about
the
staff.
47
The
above
information
is
showing
that
House
of
Fraser
has
been
more
aware
about
these
losses.
It
made
a
loss
of
€
89,528
in
2009.
If
the
company
is
more
aware
they
can
save
this
money.
One
of
the
biggest
faults
in
House
of
Fraser
is
the
lack
of
employee
training.
Even
after
the
company
is
aware
about
the
loses,
the
company
is
not
taking
efficient
steps
to
back
up
the
technology
they
installed
to
avoid
losses.
Primark
is
a
well-‐established
company
providing
a
wide
collection
of
products
at
a
reasonable
price.
This
company
is
also
suffering
a
great
loss
due
to
theft.
However,
here,
it
is
just
the
opposite
of
House
of
Fraser.
Here
the
internal
theft
is
very
low
when
compared
to
the
external
theft.
The
security
officials
have
reported
that,
they
report
a
minimum
of
five
external
thefts
in
Primark
from
each
store.
However
in
Primark,
the
company
has
to
give
more
importance
to
avoid
external
theft.
48
.
S UGGESTIONS AND RECOMMENDATIONS:
49
(5)
SUGGESTIONS:
House
of
Fraser
has
to
give
more
importance
to
avoid
both
internal
and
External
theft
and
Primark
has
to
give
more
importance
to
external
theft.
(5.1.)
IN
ORDER
TO
AVOID
INTERNAL
THEFT
• Increased
usage
of
video
surveillance
camera.
The
studies
are
showing
that
the
installation
of
video
surveillance
camera
helps
to
prevent
employee
theft.
The
employees
must
be
well
aware
that
they
are
being
monitored
all
the
time.
The
installation
of
cameras
in
the
storage
room
and
fake
cameras
has
a
positive
effect
on
minimizing
employee
theft.
• Better
hiring
practices
and
applicant
screening.
The
job
applicants
must
be
carefully
screened
before
hiring
new
employees.
A
proper
reference
checks,
which
includes
the
professional
checks
and
police
record
checks.
A
proper
reference
check
is
very
crucial
for
the
staff
handling
money.
• Salary
raises/
open
discussions
In
certain
cases
the
employees
may
be
dissatisfied
with
the
salary
and
other
issues.
Then
they
have
a
feeling
that
the
best
way
to
revenge
against
the
company
is
to
steal.
Through
an
open
discussion
and
workshops,
the
employees
can
explain
their
problem.
This
will
help
the
company
to
find
remedial
measures
to
make
them
happy.
• Giving
free
products
to
the
employees.
Giving
products
to
the
employees
have
a
positive
impact
to
reduce
theft.
The
“give
away”
or
certain
kind
of
perks
acts
as
a
reward
for
respectful
behavior
of
employees.
50
• Peer
Reporting:
Peer
reporting
is
another
method
to
recognize
the
person
who
is
stealing.
However,
the
company
has
to
be
very
careful
in
this.
The
company
does
not
take
any
actions
with
out
any
solid
evidence.
• Better
control
system
and
record
keeping:
A
proper
control
of
the
inventory
through
regular
weekly
or
monthly
stock
taking
will
limits
the
employee
theft.
It
is
quite
easy
to
understand
the
losses
happening.
Presently
companies
are
doing
stocktaking
in
6
months
or
one
year.
A
proper
control
through
weekly
or
monthly
stock
taking
will
reduce
the
loss.
(5.2)
IN
ORDER
TO
AVOID
THE
EXTERNAL
THEFT:
• Giving
the
employees
proper
training:
All
employees
have
given
proper
training
for
loss
prevention
and
placing
the
cases
behind
the
cash
register.
The
training
given
to
the
staff
is
considered
as
the
most
effective
approach
to
loss
prevention.
This
has
to
be
closely
accompanied
by
technology.
Therefore,
the
company
has
to
give
more
importance
to
training
and
technology.
Giving
proper
training
to
the
staff
is
the
most
cost
effective
way
to
reduce
shrinkage.
• Hiring
and
keeping
the
staff
honest:
Employees
have
direct
contact
with
the
customers
and
the
stock.
So,
hiring
and
keeping
the
honest
staff
is
one
of
the
best
way
to
reduce
shrinkage.
Through
proper
training
they
will
be
well
aware
about
the
different
procedures
inside
the
company.
They
can
better
know
how
the
loss
is
happening
and
how
can
it
be
reduced.
They
know
the
products
that
are
very
prone
for
stealing
and
the
places
that
need
more
care.
• Placing
the
most
prone
area
to
video
surveillance
The
security
officials
and
the
staff
have
been
very
keen
about
the
places
in
the
shops,
which
is
very
prone
to
theft.
For
e.g.:
products,
which
are
kept
very
near
to
the
entrance
of
the
shops.
By
placing
video
surveillances
in
these
areas
will
help
to
minimize
the
loss.
51
(5.3)
RECOMMENDED
BEST
PRACTICES
FOR
HOUSE
OF
FRASER
AND
PRIMARK:
House
of
Fraser
and
Primark
are
two
different
companies
working
in
retail
sector.
These
two
companies
are
following
different
loss
prevention
methods.
House
of
Fraser
have
already
adopted
the
new
technology
loss
prevention
methods
like
EAS
tagging,
RFID
etc.
but
Primark
is
not
following
that.
House
of
Fraser
has
to
adopt
new
methods
to
reduce
losses
from
women’s
ware
and
the
losses
made
by
staff.
Primark
has
to
give
importance
to
external
loss.
Therefore,
the
author
is
trying
to
suggest
different
best
practices
for
two
companies.
The
following
best
practices
are
supporting
the
present
methods
adopted
by
both
the
company
and
it
is
also
considering
the
company’s
present
strategy
HOUSE
OF
FRASER
PRIMARK
1.Loss
prevention
training
for
the
staff
1.loss
prevention
training
for
the
staff
2.
Disk
control
system
3.
Store
detectives
2.
Disk
control
system
4.proper
security
tagging
on
all
merchandises
products.
3.
Fake
cameras
in
stock
rooms
5.
Peer
reporting
6.
Fake
cameras
in
storerooms.
4.
Implementing
ceiling
mirrors
7.
Free
products
and
samples
for
staff
52
(5.4)
REASON
FOR
CHOICE
OF
THE
ABOVE
METHODS:
All
these
methods
are
the
best
one
which
has
been
used
to
reduce
shrinkage
in
retail.
Even
after
the
implementation
of
different
technologies
the
companies
are
suffering
losses.
The
companies
have
to
adopt
new
methods
to
reduce
employee
theft.
Employees
are
the
main
aspects,
which
can
reduce
retail
shrinkage.
The
author
chose
two
different
strategies
for
two
companies.
Primark
is
a
company,
which
is
providing
good
quality
products
at
a
reasonable
price.
On
the
other
hand,
House
of
Fraser
is
providing
all
the
branded
products
in
the
market.
The
adoption
of
new
technologies
like
RFID,
EAS
tag
is
not
suggested
for
Primark,
because
it
will
affect
their
business
strategy.
It
makes
the
products
more
expensive.
House
of
Fraser
has
already
adopted
these
technologies
in
all
stores.
House
of
Fraser
and
Primark
are
not
targeting
their
staff.
Through
proper
training
to
the
staff,
they
can
back
up
their
present
loss
prevention
methods.
The
above
research
is
also
suggesting
the
importance
of
staff
training
to
avoid
internal
and
external
loss.
The
studies
done
on
this
field
is
proving
that
staff
training
is
the
best
method
to
avoid
internal
and
external
loss.
Both
the
companies
have
adopted
the
disk
control
system
but
it
is
not
working
efficiently.
In
House
of
Fraser
they
are
reporting
the
major
loss
from
fitting
room.
Therefore,
they
have
to
give
more
importance
to
this.
House
of
Fraser
does
not
have
the
store
detectives
or
shadow
security,
but
Primark
is
following
it.
The
store
detectives
are
working
as
a
good
loss
prevention
tool
in
Primark
to
avoid
external
theft.
House
of
Fraser
can
adopt
this
method
to
avoid
external
loss
to
a
certain
extend.
The
personal
experience
from
the
job
is
showing
that,
in
House
of
Fraser
some
merchandise
products
are
not
properly
tagged.
The
staff
has
been
more
aware
about
this.
53
Both,
the
companies
are
not
considering
fake
cameras
as
a
tool
to
avoid
theft.
The
above
studies
are
showing
that
the
presence
of
fake
cameras
are
avoiding
staff
theft
to
an
extend.
Implementing
more
ceiling
mirrors
is
useful
in
Primark.
The
secondary
research
is
showing
that
mirrors
in
the
store
can
act
as
a
loss
prevention
tool.
The
adoption
of
fake
cameras
and
ceiling
mirrors
is
considered
as
a
cheap
loss
prevention
tool.
House
of
Fraser
doesn’t
give
free
gifts
and
products
to
their
staff.
The
studies
are
showing
that
giving
free
gifts
and
products
to
the
staff
can
reduce
the
staff
theft.
In
addition
to
the
above
method,
hiring
and
keeping
them
honest
staff
will
glorify
the
effort.
From
the
researcher’s
personal
opinion,
instead
of
introducing
new
methods,
giving
proper
training
to
the
staff
will
be
more
effective.
(5.5)
CONCLUSION:
The
whole
research
is
revealing
that,
the
internal
and
external
theft
is
making
a
huge
loss
to
the
companies.
House
of
Fraser
is
suffering
huge
loss
when
compared
to
Primark.
It
is
derived
from
the
study
that,
the
best
method
to
reduce
internal
and
external
theft
is
staff
training.
House
of
Fraser
and
Primark
are
not
giving
proper
training
to
the
employees.
The
additional
methods
can
act
as
a
supportive
loss
prevention
tool.
The
adoption
of
this
method
can
save
money
and
can
increase
the
efficiency
of
the
company.
54
. APPENDIX
55
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