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What are good metrics for retail or shopping mall?

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  • May 2, 2007 at 8:59 am #46870

    Schuette
    ★ 10 Years ★
    Participant

    Iam trying to figure out best practices for processes for a shopping mall. Does anybody have examples of any process flows or something similar that can help me? Also what are the metrics usually tracked? and how? with particular reference to accoutns payable, purchasing/ vendor management, facilities management and recruitment/ HR practices? 

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    May 2, 2007 at 9:29 am #155581

    Vidyadhar
    ★ 10 Years ★
    Member

    For process flows, I would suggest that you walk all the processes & map them as is. Once you know what your inputs and outputs are, you would be able to determine metrics for measurement.
    As far as Vendor Management is concerned, you could look at a comparative Vendor Quality Rating. include all the variables you would like to measure your vendors on by setting priorities for each.
    For operations you would like to look at Sales per unit time
    Recruitment would mainly have metrics like Hiring Ontime, & Quality of Hired staff, directly involved with End users.

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    May 2, 2007 at 2:37 pm #155596

    Steven Bonacorsi
    ★ 10 Years ★
    Member

    Hello Jim,
    I would suggest using a Kano Analysis with both customers, and business (including the store and the mall itself) so you can understand the customers metrics. Also consider a SIPOC where you list the cost, quality and speed metrics for the process inputs, the various processes themselves, and the process outputs. Then using a QFD, you can prioritized the metrics that need to be addressed in projects, etc…
    The metrics themselves can be numerous as there are so many processes to consider, thus take each process and prioritize to maximize the area you focus.
    warm regards,
    Steven Bonacorsi

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    May 7, 2007 at 12:52 pm #155759

    John G Tesmer
    ★ 10 Years ★
    Participant

    Disclaimer: I work for APQC.Have you considered using a process framework? APQC offers a process classification framework (http://www.apqc.org/pcf) for free. We also have corresponding industry-neutral metrics and detailed research in many of the areas you’re looking for.John G Tesmer, PCF Manager, APQC

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    May 7, 2007 at 8:26 pm #155781

    Silviu
    ★ 10 Years ★
    Member

    Hello,
    we measure quality of our shop:
    -Mystery Shopping, where we have sofisticated indexes to cover entire sales process (greeting, needs analyses, solution…) tide up to bonuses
    -Call back overall satisfaction system. we call (telco) customers after they left the shop and ask 10 questions (FCR, NPS, OS….)
    -in preparation we have offer rate (# customers received offer/# customer entered the shop) and hit rate (# customer purchase/# customer offers)
    s

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