DLD Solutions - Delivering Learning and Development Solutions - Ian Woodward

Systems and Procedures

To work effectively, people need to know what’s expected of them. A couple of our clients have asked us to formalise their systems and procedures in a way that their people can understand.

Store Operational Procedures - Retail

One specialist retailer, which had grown both organically and through acquisition, asked us to harmonise and quantify its store retail procedures. Ian analysed the current situation and, working with key stakeholders, developed a simple set of procedures that were easy to understand and easy to comply with. These cover such areas as:

Store Administration
Health and Safety
EPOS and Cash Management
Human Resources
Property and Maintenance

Having developed these procedures, Ian produced a training programme for new Store Managers. This programme provides new managers with a firm introduction to the business and covers the main knowledge and skills that they require. As with all Ian’s materials, the programme looks highly professional and was immediately in great demand. Managers, who viewed the preview copies, wanted to start using them right away.

Ian also ran a series of workshops, firstly to brief the company’s Area and Regional Managers on both the Store Procedures Folder and the Store Managers Training Programme and secondly to train those managers who would be using the materials to train new Store Managers.

Following on from this, Ian developed a launch pack so that the procedures can be launched to all existing Store Managers.

“Thanks for all of your hard work; the stores now have a great base
to start building an even more successful business.”
Retail Operations Controller

Store Operating Procedures

Launching a New Customer Ordering Process - Retail

Another retailer, with over 800 stores, was launching a process where customers could order products either in store or on-line and then collect them from one of its high street stores. The launch was a significant part of the company’s continued development of multi-channel retailing.

Ian reviewed the procedures and then provided an illustrated step-by-step guide which showed store teams how to manage the operation. This included how to use the amended till system, both when placing orders for customers and when tracking the progress of these order, and how to set up and use the relevant area in the stockroom.

In Store Collection Handbook