Accelerating Retail with KAIZEN™
The supply chain disruptions retailers are facing, together with the increased cost of personnel, are pushing retailers’ margins to the limit. While retailers’ attention has drifted to costs, customers are still demanding a seamless, personalised, even experiential, shopping experience.
Retail has witnessed the increased intensity of business trends, including digitalisation, omnichannel, customer-centricity, convenience, immediacy and sustainability.
Pressure is mounting for retail operators to accelerate the whole supply chain in response to consumers’ increasing demands.
At Kaizen Institute, we work side-by-side with retailers from all sectors to accelerate the business. We guarantee that the best products, services, and experiences are delivered to the customers, in the fastest, most efficient, profitable and sustainable way.
Insights
Insights
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Solutions
Solutions
Customer Orientation
- OMNICHANNEL: Map and redesign the macro processes, their inputs and outputs and related interactions (SIPOC) to ensure a smooth and coherent experience across channels.
- STORE CONCEPT: Reassess the store layout to simultaneously influence the purchasing process and optimise process efficiency.
- CUSTOMER SERVICE: Set up customer service and after sales processes, including returns, complaints, assistance, sale of additional services, etc.
- LOYALTY PROGRAMMES: Implement personalised loyalty programmes, providing customers with a one-to-one seamless experience (customer marketing).
- OMNICHANNEL: Map and redesign the macro processes, their inputs and outputs and related interactions (SIPOC) to ensure a smooth and coherent experience across channels.
- STORE CONCEPT: Reassess the store layout to simultaneously influence the purchasing process and optimise process efficiency.
- CUSTOMER SERVICE: Set up customer service and after sales processes, including returns, complaints, assistance, sale of additional services, etc.
- LOYALTY PROGRAMMES: Implement personalised loyalty programmes, providing customers with a one-to-one seamless experience (customer marketing).
Sales Performance
- VALUE SELLING: Customise the interaction between the salesperson and the customer, as opposed to pre-defined and undifferentiated sales pitch. Train the teams on how to approach customers, to increase conversion and retention rates.
- SALES TEAM DESIGN: Optimise resources planning, sizing, and allocation to satisfy demand in different scenarios. Build an in-store support structure that allows staff to grow and improve their sales performance.
- VISUAL MERCHANDISING: Implement a conversion-oriented layout, following store design principles and best practices. Set up the best cross-selling and upselling processes, to increase the value of the average ticket.
- SALES FUNNEL: Automate and monitor the progress of qualified leads across the sales process, to better fit the marketing and sales activity within the customer journey. Ensure sales force focuses on high potential customers.
- VALUE SELLING: Customise the interaction between the salesperson and the customer, as opposed to pre-defined and undifferentiated sales pitch. Train the teams on how to approach customers, to increase conversion and retention rates.
- SALES TEAM DESIGN: Optimise resources planning, sizing, and allocation to satisfy demand in different scenarios. Build an in-store support structure that allows staff to grow and improve their sales performance.
- VISUAL MERCHANDISING: Implement a conversion-oriented layout, following store design principles and best practices. Set up the best cross-selling and upselling processes, to increase the value of the average ticket.
- SALES FUNNEL: Automate and monitor the progress of qualified leads across the sales process, to better fit the marketing and sales activity within the customer journey. Ensure sales force focuses on high potential customers.
Store Efficiency
- REPLENISHMENT OPTIMISATION: Set up robust processes to ensure that the right product is available in the right place and at the right time, according to planograms. Design flexible layouts to minimise non-value-added periods and streamline the entire operation.
- PRODUCT PREPARATION: Design a product preparation model that ensures both the freshness and differentiation, together with a low inventory shrinkage rate.
- TEAM SCHEDULING: Implement real-time analytical resource sizing tools to effectively meet demand and minimise queues. Support leaders to free them from operational tasks and turn them into agents for the development of polyvalent teams focused on improvement, innovation, and customer service.
- LEAN CHECKOUT: Design the layout of the checkout area and define the workstation standard work and service guidelines. Manage waiting queues.
- REPLENISHMENT OPTIMISATION : Set up robust processes to ensure that the right product is available in the right place and at the right time, according to planograms. Design flexible layouts to minimise non-value-added periods and streamline the entire operation.
- PRODUCT PREPARATION: Design a product preparation model that ensures both the freshness and differentiation, together with a low inventory shrinkage rate.
- TEAM SCHEDULING: Implement real-time analytical resource sizing tools to effectively meet demand and minimise queues. Support leaders to free them from operational tasks and turn them into agents for the development of polyvalent teams focused on improvement, innovation, and customer service.
- LEAN CHECKOUT: Design the layout of the checkout area and define the workstation standard work and service guidelines. Manage waiting queues.
Supply Chain Improvement
Supply Chain Improvement
- NETWORK DESIGN : Redesign the warehouse and transport networks to reduce cost-to-serve. Reshape the omnichannel order fulfilment system.
- WAREHOUSE OPTIMISATION: Identify and eliminate waste in warehouse operations. Grant warehouse teams flexibility to cater to demand fluctuations while avoiding shipping failures. Streamline and optimise the online fulfilment process.
- TRANSPORT OPTIMISATION: Identify and eliminate waste in transport operations. Synchronise the whole activity between hubs, stores and carriers. Monitor and react quickly to demand peaks to enable a steady omnichannel fulfilment.
- SUPPLIER DEVELOPMENT: Consider suppliers as business partners, enhancing their long-term development, as opposed to maximising each transaction. Promote mutual collaboration to improve flow efficiency along supply chain.
- PROMOTIONAL DEPLOYMENT: Create solid processes to deploy discounts and offers, ensuring the right timings and compliance. Streamline both operational (material) and communication (information) flows.
- NETWORK DESIGN : Redesign the warehouse and transport networks to reduce cost-to-serve. Reshape the omnichannel order fulfilment system.
- WAREHOUSE OPTIMISATION: Identify and eliminate waste in warehouse operations. Grant warehouse teams flexibility to cater to demand fluctuations while avoiding shipping failures. Streamline and optimise the online fulfilment process.
- TRANSPORT OPTIMISATION: Identify and eliminate waste in transport operations. Synchronise the whole activity between hubs, stores and carriers. Monitor and react quickly to demand peaks to enable a steady omnichannel fulfilment.
- SUPPLIER DEVELOPMENT: Consider suppliers as business partners, enhancing their long-term development, as opposed to maximising each transaction. Promote mutual collaboration to improve flow efficiency along supply chain.
- PROMOTIONAL DEPLOYMENT: Create solid processes to deploy discounts and offers, ensuring the right timings and compliance. Streamline both operational (material) and communication (information) flows.
Product Management
- AGILE DEVELOPMENT: Accelerate the design and conception processes, using agile principles, adapting the structure to new demand conditions.
- PRODUCT RANGE OPTIMISATION: Optimise product portfolio, providing the teams with adequate means for accurate decision making.
- STOCKS PULL PLANNING: Refine stock management to achieve the right balance between too much and too little stock.
- PROMOTIONAL STRATEGY: Define a data-driven strategy for promotional activities to improve business results, aligning the local activity with the core strategy.
- PRICING AND PROCUREMENT: Look for new suppliers and assess already existing ones. Negotiate contracts, including gross margin and logistics conditions. Define baseline and promotional pricing guidelines. Define markdown rules to avoid excess stock and optimise margin.
- AGILE DEVELOPMENT: Accelerate the design and conception processes, using agile principles, adapting the structure to new demand conditions.
- PRODUCT RANGE OPTIMISATION: Optimise product portfolio, providing the teams with adequate means for accurate decision making.
- STOCKS PULL PLANNING: Refine stock management to achieve the right balance between too much and too little stock.
- PROMOTIONAL STRATEGY: Define a data-driven strategy for promotional activities to improve business results, aligning the local activity with the core strategy.
- PRICING AND PROCUREMENT: Look for new suppliers and assess already existing ones. Negotiate contracts, including gross margin and logistics conditions. Define baseline and promotional pricing guidelines. Define markdown rules to avoid excess stock and optimise margin.
Personalised Marketing
- MARKET KNOWLEDGE: Investigate and select compelling scenarios for market expansion and penetration. Proceed to an accurate segmentation to adapt the communication and offer to the target personas.
- STRATEGY AND POSITIONING: Define positioning in relation to competition (price, range, promotional activity, price perception...). Adjust the promotional tools and channels to the defined target groups.
- CONTENT DEVELOPMENT: Understand customer thinking and raise awareness on their main concerns. Develop challenger content for direct marketing purposes.
- E-COMMERCE DESIGN: Design a customer-driven online operation, including appropriate order fulfilment strategies and core business processes.
- MARKET KNOWLEDGE: Investigate and select compelling scenarios for market expansion and penetration. Proceed to an accurate segmentation to adapt the communication and offer to the target personas.
- STRATEGY AND POSITIONING: Define positioning in relation to competition (price, range, promotional activity, price perception...). Adjust the promotional tools and channels to the defined target groups.
- CONTENT DEVELOPMENT: Understand customer thinking and raise awareness on their main concerns. Develop challenger content for direct marketing purposes.
- E-COMMERCE DESIGN: Design a customer-driven online operation, including appropriate order fulfilment strategies and core business processes.
Want to learn the KAIZEN™ approach to retail?
Check out our customised training programme to develop continuous improvement skills in the retail sector.
Our Approach
Our Approach
The KAIZEN™ approach begins with an end-to-end analysis focused on the core store operations. This analysis leads to a customised solution design and implementation plan.
Preparation
Current state analysis
On-the-job training
Vision design
Return calculation and timeline
We support our clients in implementing the initiatives plan, ensuring set objectives are met.
Case Studies
Case Studies
See how we have helped retailers achieve cost savings and business growth:
Change Management
Change Management
Kaizen Institute's approach is practical, pragmatic and collaborative. We work with our customers, in their gemba - where the action takes place - and observe the opportunities first-hand. By implementing innovative solutions through KAIZEN™ Events, we leverage the key performance indicators.
We can help you define and refine your Strategy and develop the Leadership capabilities you need to execute on your breakthrough initiatives.
The contribution of the teams is key for the success of any Cultural Transformation. We organise our customers' teams to break functional silos and develop continuous improvement skills.
Our experts combine deep expertise in retail with refined analytical and problem solving skills, bringing an external and fact-based perspective to industry's challenges and opportunities.
Ready to start?
Find out what the key opportunities in your processes are, by conducting a diagnosis workshop.
Contact
Kaizen Institute UK344-354 Grays Inn Rd
London WC1X 8BP
Tel: +44 (0)7757 776921
uk@kaizen.com
Kaizen Institute Ireland
Fitzwilliam Hall
Fitzwilliam Place
Dublin 2
D02 T292
Ireland
Tel: +353 (0)1 669 8535
- Training
- KAIZEN™ Bootcamps | Hands-on Training
- KAIZEN™ Tours
- KAIZEN™ Foundations Training
- Team Management Training Course
- Data Analytics Training Course
- Project Management Training Course
- Service & Transactional Processes Improvement Training
- Maintenance Team Management & Efficiency Improvement Training
- Logistics Operations Optimisation Training
- Manufacturing Operations Optimisation Training
- Value Stream Improvement Training
