UNDERSTANDING

PANTALOONS STANDARD OPERATING

PROCEDURES
TOGETHER LETS SAY…

NAMASTE!
LETS DISCUSS
The dabbawalas of Mumbai
THE IMPORTANCE OF SOP
• Standard Operating Procedures (SOPs) are the backbone of every retail operation

• SOPs direct the daily activities of a store and ensures business activities are
conducted in a consistent predictable way and nothing is left to chance

• Pantaloons retail operations are spread into multiple states & cities. SOPs are the
common thread that bind all stores into a single entity & ensure consistent
Pantaloons shopping experience.

STANDARDISED OPERATIONS ENSURE CUSTOMER

HAPPINESS, WHICH IS KEY TO YOUR SUCCESS
• Store entry
• Enter details in attendance register
• Swipe ID card for attendance
• Change into uniform
• Attend Morning meeting
• Update the goal book

SHIFT BEGINS
PUNCTUALITY & APPEARANCE
How important do you think it is
to be punctual?

If you are late you would be ill

prepared to handle the day
ahead

How should you appear?

 Professional
 In uniform
 Clean, tidy, hygienic
 Well spoken and well
behaved
SOP FOR STORE ENTRY
• a
• Cleanliness & hygiene
• Section replenishment
• Warehouse stock management
• Tagging standards
• Display as per SDM

ENSURE SECTION READINESS

WHY CLEANLINESS & HYGIENE?
How would you feel about
dirty floor and messy
shelves?

 Dirty is off-putting
Place Holder
 ‘Messy’ makes for a bad
shopping experience

 Unhygienic may cause the

customer to never come
Dirty & Unhygienic back

Unhappy customer & Lost Sales

Lost incentives & Unhappy You

HOW TO ENSURE CLEANLINESS & HYGIENE
 Ensure that the floor is clean
& no dirt or debris are
present

 Ensure there is no bad odor

 Ensure there is no carton/

crate on the floor

 Ensure that the shelves,

fixtures and the walls are
clean

 Get the help of

housekeeping if required
SOP FOR CLEANLINESS & VM STANDARDS
• a
SOP FOR CLEANLINESS & HYGIENE – GUIDE
• Magic box open and put plastic bag
• Feather duster clean top shelf
• Housekeeping shifts fixture and cleans the floor
• Trial room check
– No hangers
– No clothes
– Puffy
– Hooks available
– Latch working
– Mannequin podium is clean
WHY REPLENISH THE SECTION REGULARLY?
How would you feel about
empty shelves/ fixtures in a
store?

 Empty shelves mean ‘less to

Photo - Place Holder choose from’

 Empty section might be

interpreted as ‘store does
not have enough to offer’

Empty section  Empty looks visually

unappealing
Loss of sales and profit for store

Lost incentives & Unhappy You

HOW TO ENSURE WELL STOCKED SECTION
 Ensure that the shelves &
fixtures are stocked with
appropriate products

 Periodically check the section

for stock replenishment. It
must be done at least twice,
once by 1 pm & before 5 pm

 2nd shift staff must set up the

section during closing, to
ensure readiness for the next
day

 Get the required stock from

warehouse
SOP FOR SECTION REPLENISHMENT
• a
WHY MANAGE STOCK IN WAREHOUSE?
What do you think would
happen if the stock in the
warehouse was not
managed properly?

Photo - Place Holder  Difficulty in finding right stock

at right time

 Shelf replenishment would

take time

Ill managed warehouse  Stock mismanagement

Wastage of time & stock mismanagement

Lost sales, Lost incentives & Unhappy You

ENSURING A WELL MANAGED WAREHOUSE
 Segregate the products by
categories

 Ensure season-wise & brand-

wise segregation of stocks in
warehouse

 Separate the products without

Photo - Place Holder tags/ with wrong tagging to be
dealt with later

 Store the products in polybags

and stack them properly on
racks

 Label the racks properly as

per standards
SOP FOR WAREHOUSE MANAGEMENT
• a
WHY TAG THE MERCHANDISE?
Why do we need to tag
merchandise?

 May result in pilferage

Photo - Place Holder

How to manage tagging?

 Segregate untagged/
wrongly tagged merchandise

 Use your lean period during

Untagged/ Wrongly tagged products shift, to tag as per standards
Pilferage resulting in loss for store
 Strictly follow tagging
standards
Lost incentives & Unhappy You
TAGGING STANDARDS
Types of tags used are:
 Hard tags
 Soft tags
 String tags

Tagging standards are specific

to the types of product. When
Photo - Place Holder tagging a specific type of
product the points to keep in
mind are:
 Type of tag to use
 Placement of tag
 Handling of the SKU that
has multiple elements, e.g.
trousers with belt
TAGGING GUIDELINES
• a
“NIYANTRAN” PRINCIPLE…
HHT DISTRIBUTION
•3 – 6 HHT distributed to stores , on stock holding logic at every store
•HHTs mapped even to the new stores , opening in Dec’16
•70 stores planned to be rolled out nationally , before EOSS – Dec ‘ 16

BRAND CATEGORISATION
•Brands classified in A , B , C categories basis their shrinkage contribution
• Frequency of A : 3 times , B : 2 times , C : 1 time in every FY
•Stock takes will continue to happen at stores , but at a reduced frequency

SCHEDULING •Scheduling will be done by the Zonal PI champion monthly, Monday to Friday cycle
• PI Black Out dates are shared , and will accordingly influence scheduling
•Eventually will move to a Uniform PI cycle : Nationally same brand principle
GUIDELINES…

* A day prior , Cross DM with FA to login in WIFI mode and input the global count of every location and sync
the data to portal
* In morning ,Same Brand DM needs to login in HHT and download the masters and the locationwise global
count
* Team of FA to scan every piece in the location and sync the scanned count to the portal
* Pending Manuals, Invalid, unidentified-WBC found needs to be uploaded in XLS/XLSX format as an
adjustment in system
* Confirm that all the data of scanned locations are available in portal and marches with global count , check
exceptions
Attention Please… Pre Launch briefing to Store team
CLUSTER CHAMPIONS TO ENSURE
• The process document is thoroughly read and understood
– PI – location barcode printing Microsoft Excel

– Annexures are updated to ensure store hygiene Worksheet

– Hands on for HHT – Global Count , Scanning , Exception handling

– Hands on Portal – Adjustment upload , Verifying missed locations , Submit counts
– FAQs of the store

• Ensure the Pre – Launch checklist is verified atleast a day prior to launch
– Checklist captures WiFi installation , Portal and HHT activations , Exception
handling etc

• Call to logged in SAMPARK for any issues in Niyantran (PICS)

WHY HAVE A STANDARDIZED DISPLAY?
Why is a standardized and
attractive display important?

 To ensure that all the

Pantaloons stores look the
Photo - Place Holder same

 To ensure that the store

looks appealing. Attractive
‘sells’

Attractive, standard display  Well arranged products

make for a better shopping
Achieving sales targets experience & happy
customers
Better incentives & Happy You
MAINTAINING VM STANDARDS
 Ensure there are no plastics/
packages left littered around

 Follow the display guidelines

provided

 Ensure the styles are not

mixed and displayed correctly
Photo - Place Holder
 Ensure that the labels,
signages, offer
communication etc. are
placed correctly

 Ensure the garments are neat

and ironed
IRONING STANDARDS
• a
FOLDING STANDARDS
• a
WALL FIXTURES
WATER FALL STRAIGHT ARM

7 pieces (1 option) 6 pieces each (2 options)

T-ARM STEP ARM

9 pieces (3 options) 6 pieces each (2 options)

** All fixture capacity nos. will vary with respect to different worlds & brands
WALL FIXTURES
WOODEN SHELF METAL SHELF

2 options 2 options

PIGEON HOLE
FLOOR FIXTURES
TWO WAY BROWSER 8 WAY BROWSER 12 WAY BROWSER

8 pieces/ option(4 options) 120- 160pieces (24 – 32 options) 8 pieces per option(4 options)

I BROWSER I BROWSER I BROWSER

8 pieces (7 options)
FLOOR FIXTURES
TRIAL ROOM BROWSER 12 WAY BROWSER

8 pieces per option(4 options)

C- BROWSER
FLOOR FIXTURES – TYPES OF NESTING TABLE

24 pieces per option

24 pieces per option 12 pieces per option

 SIGNAGES

PROMOTIONAL FIXTURE COMMUNICATION –A3

 Large in size

 Mostly used in core plus

products without power
pricing

 Ease to give information to

customer
 SIGNAGES

INFORMATIONAL FIXTURE COMMUNICATION –A3

 Identify service and service policy  Product specific communication

 Exchange policy, Green card loyalty program, gift  Placed on step arm to inform about
card product pricing feature
 SIGNAGES
FIXTURE COMMUNICATION –
GENERIC Lectern/Ticketing
Dangler

Fit communication

Shelf Talker

Communicates brand and price of mannequin

merchandise
 SIGNAGES – FIXTURE COMMUNICATION

FASHION PRODUCT DRIVERS A5

Important for volume drivers

Informs fashion term through

attractive price in A5 browser

 To educate customer on latest trend

 Communicate value and
 Display the MC is mandatory on affordability of fashion product
A2 board

 Helps increase basket size

 • Customer service
• Selling
• Product knowledge

CUSTOMER SERVICE & SELLING

CUSTOMER SERVICE
 Customer delight is key to
business growth & a profitable
business is key to your
success

 Greet with Namaste

 Apart from strong customer

Photo - Place Holder service, few of the customer
interaction points you need to
understand are:
 Exchange & return
 Alteration
 Gift wrap
 Shoplifting
 Unclaimed baggage
 Customer feedback &
Pantaloons Green Card
CUSTOMER INTERACTION POINTS (1/2)
Exchange & Return
 Cue: Customer wishes to exchange / return of a purchase and requests information / help
 You: Request them to visit the Customer Service Desk for the same and point them in the right
direction

Alteration
 Cue: Customer requests for alteration of a garment purchased from store
 You: Request them to visit the Alteration Desk for the same and point them in the right
direction

Gift wrap
 Cue: Customer wishes to gift wrap an item purchased at store
 You: Request them to visit the Gift Wrapping Desk for the same and point them in the right
direction
CUSTOMER INTERACTION POINTS (2/2)
Shoplifting
 Cue: Shoplifting by customer is suspected
 You: Inform the duty manager. DO NOT confront the customer

Unclaimed baggage
 Cue: Unclaimed baggage is found in store
 You: Handover to the duty manager for further action

Customer feedback & Pantaloons Green Card

Cue: Customer has a feedback
You: Request the customer to fill up the feedback on Mission Happiness machine and point
them in the right direction at the cash till

Pantaloons Green Card: Encourage customers to enroll onto PBGC by telling them about the
benefits, at appropriate point while assisting the customer
PRODUCT KNOWLEDGE
 Product knowledge is key to
sales & a profitable business
is key to your success

 You would be learning more

about the product in a
WOMEN MEN dedicated session

KIDS PLUS SIZED PEOPLE

FIT FOR FIVE
It is extremely important to be well prepared by 5 pm. Adhere to
following to ensure readiness:
• Presence of all staff on floor
• Well maintained customer entrance & the baggage counter
• Trial rooms cleaned and maintained as per platinum standards & clear of
merchandise. Trial policy being followed & merchandise from trial room
going back to the floor on an hourly basis
• Clean floor & cashiering area. Queue manager available
• All cashiers greeting, communicating with & thanking the customers
• Carry bags, bill rolls & float cash available for 2nd shift
• CSD checklist updated & exchanges taken to floor
• Clean store with lights and AC in working condition
• Shelves and fixtures replenished
• Shop floor readiness fit for 5
• No staff should be in back room after 5.30 pm, they should all be
on floor
 • Check trial rooms
• Ensure section readiness at closing
• Punch the out time

SHIFT ENDS
END OF THE SHIFT
How important do you think it is
to check trial rooms?

 Check for merchandise to

ensure that
 Trial rooms are tidy
 There is no damage to
merchandise
 No merchandise is misplaced
 Check for left behind baggage

Why ensure section readiness at

store closing?

So that the section is ready for

business the next day
• Cleanliness & hygiene • Customer service
• Section replenishment • Selling
• Warehouse stock management • Product knowledge
• Tagging standards
• Display as per MPM

• Store entry
• Enter details in attendance register
• Swipe ID card for attendance
• Change into uniform
• Attend Morning meeting
• Update the goal book

YOUR DAY AT • Check trial rooms

• Ensure section readiness
PANTALOONS at closing
• Punch the out time
• Cleanliness & hygiene • Customer service
• Section replenishment • Selling
• Warehouse stock management • Product knowledge
• Tagging standards
• Display as per MPM

While your shift

• Store entry begins at work, one
• Enter details in attendance register should always be
• Swipe ID card for attendance equipped with
• Change into uniform knowledge on Safety
• Attend Morning meeting Standards
• Update the goal book

YOUR DAY AT • Check trial rooms

• Ensure section readiness
PANTALOONS at closing
• Punch the out time
EHS & ROAD SAFETY POLICY
Do You Know the Fire Systems available in your premises

Smoke Detectors

Fire Extinguishers
 Let’s Learn How to Operate Fire Extinguishers
Most fire extinguishers operate using the following
P.A.S.S. technique:

I. PULL- Pull the pin. This will also break the tamper seal.

II. AIM -Aim low, pointing the extinguisher nozzle (or its horn or
hose) at the base of the fire. NOTE: Do not touch the plastic
discharge horn on CO2 extinguishers, it gets very cold and may
damage skin.

III. SQUEEZE- Squeeze the handle to release the extinguishing

agent.

IV. SWEEP- Sweep from side to side at the base of the fire until it
appears to be out. Watch the area. If the fire re-ignites, repeat
steps 2 - 4. Fire Extinguisher
TYPES OF HAZARDS / RISKS IN RETAIL

Legal Cut, scratch

Hit by/Hit Against

Fall of object
Stampede Suffocation

Natural Calamity
Fire Burn Injury
Medical
emergency
Violence
Electric shock
Slip, Trip, Fall
Electric shut down
Incident Reporting Protocol for PFRL
 All incidences are to be reported to your respective Managers/ Safety Spocs, no matter whether
it’s an Unsafe Act, Unsafe Condition, Near Miss, First Aid Case, Minor Fire/explosion, Major
Fire/Explosion, Property Damage, Medical Treatment Case, Lost Time Case, Serious Incidence
and or Permanent Total Disability or Fatality.

 All the incidences have to be reported no matter whether it’s ‘On the Job’ or ‘Off the Job’. While
occurred during vacation, leave, commuting to and from the workplace or during Office working
hours.

I. Unsafe Acts: Actions that will lead to potential injury, loss of time or property damage.
II. Unsafe Condition: A hazardous physical condition or circumstance which could directly permit the
occurrence of an incident.
III.  Near-Miss: An incident that did not result in but could have reasonably resulted in undesirable
consequences to personnel (injury/illness) and/or to the assets (damage/loss) or to the neighboring
community and environment.
IV.  First Aid Case/Injury: A First Aid Injury is recorded when first aid treatment is required as a result of a
work-related injury/activity.
Incident Reporting Protocol Contd…
V. Lost Time Case/Lost Workdays Case (LWC): A lost time injury or work day case is any work
related injury or illness or adverse health condition or exposure which renders the injured person
(employee or contractor) temporarily unable to attend next scheduled work shift after the day on
which injury occurred.
VI.  Restricted Work Day Case or Medical Treatment Case: A Restricted Work Day Case or Medical
Treatment Case are not LWC, provided that the person can return to work within his/her normal working
day and assigned any job /duty other than his normal work schedule as a result of an injury.

VII. Medical Treatment Case: Any work-related injury/activity that involves neither lost workdays nor
restricted workdays but which requires treatment by a physician, company nurse/doctor or other
medical specialist. Medical Treatment does not include first aid even if a physician or registered
professional person provides this.
Do’s & Don’ts of Safety Standards
Do’s
1. Always Wear a Helmet while riding a Bike.
2. Always wear a Seat Belt while driving a car.
3. Always follow traffic rules.
4. Know location of the First Aid Box in your premises/store
5. Know Emergency Exit routes.
6. Know Fire Extinguisher Locations in your facility
7. Know Emergency Contact numbers i.e. Nearest Fire Station, Hospital, Police station.
8. Know the Disaster Management team for your facility
9. Report Tape joints, loose wires, hanging wires, temporary lightings, hanging bulbs if
anywhere in the facility.
10. Report all incidences as per PFRL Incidence protocol.

Don’ts
11. Never block Emergency Exits.
12. Do not Enter in Electrical, Server and Cash rooms unless authorized to do so.
ABG Code Red
The ABG Group’s unique employee emergency program is -“ABG Code Red”.

Objective of this program : To ensure that our employees receive best-in-class services in case of an
emergency

The ABG Code Red will connect you, to the ABG Code Red Helpdesk as well as the Emergency (ICE)
‘Guardians’ identified by you.

The “ABG Code Red” app is also available on ios and Android phones.
Please keep your profile details updated as this directly effects the team’s ability to assist you.
Remember In-case of Medical Emergency
Road Safety Code Of Conduct Road Safety Code
of Conduct
FLOOR WALK

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