STANDARD OPERATING
PROCEDURES
ekud lapkyu çfØ;k,a
ifjp; (INTRODUCTION)
• çLrqfr esa mfYyf[kr fcanq dh LVksj eSustj
}kjk ns[kHkky dh tkuh pkfg,A
(The points mentioned in the presentation are supposed
to be taken care by Store a Manager.)
• ;fn mfYyf[kr fcanqvksa dk ikyu ;k vuqlj.k Vhe ds }kjk
ugha fd;k x;k rks LVksj eSustj blds çfr tokcnsg gksxk
mPp çcaèku A
(If the mentioned points are not being followed or taken
care by the team then the store Manager will be answerable to the
upper management.)
ekud lapkyu çfØ;k,a ¼SOP½ gSa ,d ,d djds funZs'k tks fn'kk
funZs'kksa ds :i esa dk;Z djrs gSa deZpkjh dk;Z çfØ;kvksa ds fy, gSaA
(Standard operating procedures (SOPs) are step-by-
step instructions that act as guidelines for employee
work processes.)
pkgs Øekafdr pj.kksa esa fy[kk x;k gks ;k çokg pkVZ ds :i esa Lo:fir
fd;k x;k gks] çHkkoh SOP iw.kZ] Li"V :i ls fy[ks x, gSa] vkSj dke djus
okys Jfedksa ds buiqV ds vkèkkj ij gSaA tc deZpkjh fdlh fo'ks"k dk;Z ds
fy, SOP dk ikyu djrs gSa] rks os ,d ,slk mRikn rS;kj djrs gSa tks
lqlaxr vkSj vuqekfur gksA
(Whether written up in numbered steps or formatted as flow charts,
effective SOPs are complete, clearly written, and based on input
from the workers who do the job. When employees follow the SOP
for a particular job, they produce a product that is consistent and
predictable.)
SOP dk egRo (IMPORTANCE OF SOP)
• Hkfo"; ds fodkl ds fy, rS;kjh
(Readiness for Future Growth.)
• ekud lapkyu çfØ;k,a çn'kZu dks ljy cukrh gSa
(Standard Operating Procedures Simplify Performance.)
• viuh lsok dh xq.koÙkk vkSj fujarjrk dks fu;af=r djsa
(Control the Quality and Consistency of Your Service.)
• Kku gkfu ls [kqn dks lqjf{kr j[ksa
(Protect Yourself from Knowledge Loss.)
LVksj [kksyuk vkSj can djuk
(STORE OPENING & CLOSING)
• mfpr le;&lkj.kh ds vkèkkj ij nqdku [kksyh tk,A
(Store to be opened based on a proper schedule.)
• mn~?kkVu vkSj lekiu LVksj [kksyus okyh Vhe vkSj
lekiu Vhe }kjk fd;k tk,xkA
(Opening & Closing to be done by Store Opening Team &
Closing Team.)
• dksbZ Hkh deZpkjh ftlus bLrhQk ns fn;k gS ;k uksfVl
ij gS SCT vkSj SOT dk fgLlk u cusaA
(Any employee who has resigned or is on notice shall
not be a part of the SOT & SCT.)
LVksj [kksyuk vkSj can djuk
(STORE OPENING & CLOSING)
• ASM dks SOT vkSj SCT dh lwph HkstsaA
(List of SOT and SCT to be shared with ASM.)
• SOT ySaMykbu ls ASM dks vksifuax fel d‚y nsxkA
(SOT will give opening miss call from landline to ASM.)
• SOT & SCT vksifuax
vkSj Dyksftax jftLVj cuk, j[ksxk
mfpr le;&lkj.kh ds vkèkkj ij nqdku [kksyh tk,A
(Sot will maintain the opening and closing register Store to
be opened based on a proper schedule.)
• fdlh Hkh rjg Vhe ds ifjorZu ds fy, ASM ls vuqefr ysA
(Take permission from ASM for any changes in team.)
LVksj jftLVj (STORE REGISTERS)
LVksj jftLVjksa dh tk¡p vkSj j[kj[kko dh vko';drk gS
(Store Registers needs to be checked & maintained.)
• dLVej ,aVªh jftLVj
(Footfall register)
• jftLVj [kksyuk vkSj can djus ds le;
(Opening & Closing register)
• fcØh ;k udn dkMZ jftLVj
(Sales – cash card register)
LVksj jftLVj (STORE REGISTERS)
LVksj jftLVjksa dh tk¡p vkSj j[kj[kko dh vko';drk gS
(Store Registers needs to be checked & maintained.)
• LV‚d xfr jftLVj
(Stock movement register)
• Xykscy dkmaV
(Global Count)
lqcg dh czhfQax vkSj çf'k{k.k
(MORNING BRIEFING & TRAINING)
e‚fuZax czhfQax & phtksa dh tkap djus dh t:jr gS
(Morning Briefing - Things needs to be checked.)
• deZpkfj;ksa ds ikl i‚dsV Ms;fj;ka gksuh pkfg,A
(Staffs should have pocket dairies.)
• ekud czhfQax dk ikyu fd;k tkuk pkfg,A
(Standard briefing format needs to be followed.)
• czhfQax ds fy, le; fuf'pr fd;k tkuk pkfg,A
(Time should be fixed for briefing.)
lqcg dh czhfQax vkSj çf'k{k.k
(MORNING BRIEFING & TRAINING)
çf'k{k.k & Ø‚l psfdax
(Training – Cross checking.)
• çR;sd Vhe ds lnL; ds lkFk O;fäxr :i ls 5 ls 10
feuV fcrkuk pkfg,A
(Should spend 5 to 10 mins Individually with each team
members.)
• SM dks
Vªsfuax ds fooj.k dks czhfQax 'khV cuk, j[kus dh
vko';drk gSA
(SM needs to maintain the training details in the briefing
sheet.)
LVksj esUVsUl (STORE MAINTENANCE)
LoPNrk : (CLEANLINESS )
• ckgj dk 'kh'kk
(Glass Facade)
• f[kM+dh dk 'kh'kk
(Window glass)
• dS'k dkmaVj
(Cash counter)
• viuk dkmaVj
(Section)
LVksj esUVsUl (STORE MAINTENANCE)
LoPNrk : (CLEANLINESS )
• LV‚d :e
(Stock room)
• lkbust
(Signage)
• fQDLpj
(Fixtures)
LVksj esUVsUl (STORE MAINTENANCE)
,;j daMh'ku (AC) : (CLEANLINESS )
• le; ij lfoZl djuh gS] ,;j fQYVj gj cqèkokj dks lkQ
gksuk pkfg,A
(Timely service should be done, Air filters should be clean
every Wednesday.)
cÙkh : (LIGHTS)
• lHkh ykbVsa pkyw gksuh pkfg,A
(All the lights should be working.)
LVksj esUVsUl (STORE MAINTENANCE)
LihdlZ : (SPEAKERS)
• lHkh Lihdj pkyw gkyr esa gksus pkfg,A
(All the speakers should be in working condition.)
daI;wVj : (COMPUTER)
• lHkh ykbVsa pkyw gksuh pkfg,A
(The entire set up should be completely updated
and working.)
LVksj esUVsUl (STORE MAINTENANCE)
fQDLpj : (FIXTURES)
• fQDLpj nkar vkSj nkx eqä gksuk pkfg, LVksj ?kksf"kr vkSj
j[kj[kko dh tkus okyh laifÙk ,d jftLVj esaA
(Fixtures should be dent and stain free Store
asset to be declared and maintained
in a register.)
LVksj esUVsUl : (STORE MAINTENANCE)
• LV‚d :e esa LV‚d dks fu;ekuqlkj lgh rjhds ls j[kk
tkuk pkfg, fn'kkfunZs'kAA
(Stock to be kept properly in stock room as per
the guidelines.)
LVksj esUVsUl (STORE MAINTENANCE)
dSejs : (CAMERAS)
• lHkh dSejs dke djus pkfg,A
(All the cameras should be working.)
dkMZ Lokbi djus okyh e'khu (EDC) vkSj Q+ksu :
(ELECTRONIC DATA CAPTURE & PHONE)
• nksuksa Bhd ls dke djuk pkfg,AA
(Both should be working properly.)
LVksj esUVsUl (STORE MAINTENANCE)
LVksj ij¶;we Lçs : (STORE PERFUME SPRAY)
• bls le; ij Hkjk tkuk pkfg,A
(It should be refilled on time.)
Qk;j ,DlVhUxqb'ksj : (FIRE EXTINGUISHER)
• [voLFkk ¼lekfIr frfFk vkSj fLFkfr½ psd gksuh pkfg,]A
[Status (Expiry Date and positioning) should be
checked.]
LVksj esUVsUl (STORE MAINTENANCE)
cSafdaxs : (BANKING)
• nksigj 1 cts rd djuk gSA
(To be done by 1 P.M.)
dS'k dkMZ : (CASH & CARD)
• ;g DSR ds lkFk feyuh pkfg,A
(It should be tallied with the DSR.)
LVksj esUVsUl (STORE MAINTENANCE)
Hkqxrku : (PAYMENTS)
• fctyh vkSj Qksu ds fcyksa dk Hkqxrku le; ij djsA
(Electricity and phone bills should be paid on time.)
ykblsal : (LICENSE)
• ykblsal fQj ls 'kq: djus ds fy, frfFk dh tkap djrs
jgs A
(Date of the licence to be checked for renewal.)
LVksj esUVsUl (STORE MAINTENANCE)
LVksj dk VM : (STORE VM )
• ¶yksj ij ikyu fd, tkus okys VM fn'kk&funZs'kA
(Guidelines to be followed on floor.)
• lkIrkfgd PPT le; ij lk>k fd;k tkuk pkfg,A
(Weekly ppt should be shared on time.)
• LVksj oh,e dks nksckjk psd fd;k tkuk pkfg,A
(Store VM should be cross checked.)
LVksj esUVsUl (STORE MAINTENANCE)
LVkQ xzwfeax : (STAFF GROOMING)
• lkQ vkSj bL=h dh gqbZ iks'kkdA
(Clean and ironed uniform.)
• twrs lkQ+ gks vkSj ikSfy'k gksA
(Wear Clean and polished shoes.)
• nk<+h vkSj ew¡N ckuh gksus pkfg,A
(Beard and mustaches should be neatly trimmed.)
LVksj esUVsUl (STORE MAINTENANCE)
[kpZs : (EXPENSES)
• okmpj dh tk¡p djus dh vko';drk gSA
(Vouchers needs to checked.)
• dkMZ ifpZ;ksa dks Ø‚l psd dh vko';drk gksrh gSA
(Card slips needs to be cross check.)
• eghus ds [kpZs dk vuqefr ASM ls ysuk gksxhA
(Monthly expenses will have to be approved by ASM.)
fjiksV~lZ (REPORTS)
• gj eghus dh 5 rkjh[k ls isgys [kpZs dh 'khV ,dkmaV~l Vhe
rd igqap tkuk pkfg,A
(Expense sheets should reach accounts team before
5th of every month.)
• ASM dks esy ij vuqefr dh vko';drk gS ;fn ekfld
LVs'kujh vkSj gkmldhfiax lkexzh ds fy, [kpZ 500@&
#i;s ls vfèkd gSA
(The SM needs approval on mail if the monthly expense for
stationery and housekeeping material exceeds by Rs–500/-)
• fdlh Hkh vU; rjhds ds [kpZ ds fy, esy ij ASM dh Loh—fr
çkIr djsaAA
(For any miscellaneous expense the manger should
have an approval of the ASM on mail.)
gksuk vko';d gS (MUST HAVE)
fuEufyf[kr esa ls i;kZIr jkf'k dk mYys[k fd;k x;k
gS,LVksj esa phtsa miyCèk gksuh pkfg,:Z :
(Sufficient amount of the following mentioned things should
be available in the store)
• fcfyax 'khV
(Billing sheets)
• EDC jksYl (dkMZ isesaV ysus okyh e'khu esa yxk gqvk dkxt+)
(EDC Rolls)
• dye
(Pens)
gksuk vko';d gS (MUST HAVE)
• i‚dsV Ms;jh
(Pocket Dairies)
• ekius dk Vsi
(Measuring sheets)
• lkeku j[kus okyk FkSyk
(Carry bags)
• jftLVj
(Registers)
• fxykl ¼xzkgd dks ikuh fiykus ds fy,½
(Glasses For serving water to the customer)
Vhe tkx:drk (TEAM AWARENESS)
Vhe dks blds ckjs esa irk gksuk pkfg, :
(TEAM SHOULD KNOW ABOUT )
• orZeku v‚Q+j vkSj NwV
(Current offers and discounts)
• fjiksfVZax lajpuk
(Reporting structure)
• inkuqØe
(Hierarche)
Vhe tkx:drk (TEAM AWARENESS)
• KPI ¼O;fäxr KPI] LVksj KPI½
KPI’s (Individual KPI’s, Store KPI’s)
• y{; ¼O;fäxr y{;] LVksj y{;½
(Target (Individual Target, Store Targets)
THANK YOU
