ANNEXURE - 1
RETAILING RELATED ACRONYMS Acronym
Expansion
ABC CPFR
Always Better Control Collaborative Planning, Forecasting and Replenishment
CRP
Continuous Replenishment Program
DC
Distribution Centre
EOQ
Economic Order Quantity
FSN
Fast, slow and non-moving
HML
High, Medium and Low
MRP
Maximum Retail Price
PoS
Point of Sales
RFID
Radio Frequency Identification
SDE
Scarce, Difficult, Easy to obtain
SKU
Stock Keeping Unit
VED
Vital Essential Desirable
VMI
Vendor Managed Inventory
OTHER ACRONYMS Acronym
Expansion
ABC CPFR
Always Better Control Collaborative Planning, Forecasting and Replenishment
CRP
Continuous Replenishment Program
DC
Distribution Centre
EOQ
Economic Order Quantity
ANNEXURE - 2 Questionnaire (Organised Retail Outlets) Dear Sir / Madam, I am a research scholar doing my Ph D at School of Management Studies, Pondicherry University, Puducherry. As part of my research, I am doing a survey on Supply Chain Management in Food and Grocery. I will be obliged, if you can spare some time in filing up the questionnaire. The information you will be sharing in the questionnaire will be used for academic purpose only and kept strictly confidential. 1) Name and address of the food and grocery retail outlet (Office Seal, if possible):
2) Date of Establishment: 3) Name of the Owner/Contact Person: LOCATION 1) Kind of Outlet Stand-alone : Multiple Locations: Number of Locations: ____________ a) Franchisee b) Company Owned Others ________________________________. 2) Ownership: a) Proprietary d) Cooperative
b) Private e) Public-Limited
c) Partnership f) Any other _____________
3) Location of the outlet a) Street Corner d) Mall
b) Junction Points e) Shopping Complex
c) Main Road f) Any other_______________
4) Type of store layout: a) Grid d) Loop h) Any other
b) Free flow e) Spine ____________
c) Boutique g) No idea
5) Area (Size) of the outlet (in Sq. feet.) : __________________ 6) Catchment Area for the shop (in Sq. Kms.): _________________
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7) Which of the analytical method did you use to determine the catchment area? a) Reilly’s Law b) Huff’s Model d) Concentric Zone Method e) No idea f) Any other, pl. specify ______________
c) GIS
8) Amenities/Facilities Particulars Air Conditioning Parking Facility Cafeteria Wash Room/Toilet Facility Drinking Water Play Area Lounge/Waiting Space Telephone Booth ATM Internet Café
Yes
No
9) Whether the customers are satisfied with the Amenities/Facilities? Highly
Satisfied
Satisfied
Neither Satisfied Strongly Dissatisfied nor dissatisfied Dissatisfied
CUSTOMERS PROFILE 1) Total number of customers for the outlet: __________________ 2) Number of customers (footfalls) per day: a) 1 – 50 b) 51 – 100 c) 101 – 150 e) 201 – 250 f) 251 – 300 g) 301 – 350
d) 151 – 200 g) above, pl. specify:___
3) Percentage of customers in the following age groups (Pl. Tick Mark) Age Group 1–5
6-10
Percentage (Total should not exceed 100) 11162126313615 20 25 30 35 40
Upto 10 11 – 20 21 – 30 31 – 40 41 – 50 51 – 60 > 60 4) Customer Information: Information Regular Customers Occasional Customers Total
Percentage of total customers
100
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4145
4650
Information
Percentage of total customers
Average time spent (in minutes)
Average Sales per customer in Rs.
100
--
--
Customers coming with family Customers coming with friends Customers coming alone Total
SUPPLY CHAIN MANAGEMENT 1) Do you have a separate department for managing supply chain: Yes No 2) According to you, Supply Chain Management includes (please ): Outlet InvenTransSourcPricing Information Warehousing Management tory portation ing Suppliers
Customers
Merchandise Management
Others (Pl. Specify)
3) On an average, how much do you spend as percentage of sales per month on the following? Particulars Rent SKUs Transportation Warehousing/ Distribution Centre Advertising and Promotion Customer Relation/Management Information System/Technology Employees Salary and Benefits Miscellaneous Any other Total
Percentage of Sales
4) Percentage of sales during a month: Days of a Month 1 - 10 11 - 20 21–30 or 31 Total
Percentage of Sales
100
5) What percentage of sales is ‘shrinkage’? a) No shrinkage f) 4-5% k) 9 -10%
b) 10%
c) 1 – 2% h) 6 – 7%
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d) 2 – 3% i) 7 – 8%
e) 3 – 4% j) 8 – 9%
INVENTORY MANAGEMENT 1) Total number of SKUs in the outlet: _________ 2) Number of SKUs in different Category: Type
Number of items
Days of Inventory in the outlet
Food Vegetables Non-food Staples Beverages Others Total 3) Please give the break-up of percentage of items in the outlet: Type Food Vegetables Non-food Staples Beverages Others Total
Private Labels
Outsourced
Branded
Total 100 100 100 100 100 100 100
4) Do you undertake any inventory classification? Yes No If yes, which method have you adopted? a. Always Better Control (ABC) c. Fast, slow and non-moving (FSN) e. Scarce, Difficult, Easy to obtain (SDE)
b. Vital Essential Desirable (VED) d. High, Medium and Low (HML) f. Any other, please specify _____
5) What kind of Inventory control technique you use and for which category of items? Discount Periodic Continuous Type EOQ Technique Other Model Review Review Food Vegetables Non-food Staples Beverages Others 6) Do you use any supply chain inventory management technique such as a. Vendor Managed Inventory (VMI) b. Continuous Replenishment Program (CRP) c. Collaborative Planning, Forecasting and Replenishment (CPFR)
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7) What is the Service Level you have for the SKUs? In Percentage Targeted Achieved
Type Food Vegetables Non-food Staples Beverages Others
8) Do you face the stock-out problem? Yes
No
If yes, what percentage of time, do you face the problem? a) 1 – 5% b) 6 – 10% c) 11 – 15% d) 16 – 20% e) 21 – 25% f) above 25% 9) Do you use any software for managing the inventory Yes No If so, please name the software __________________________________ 10) Are the SKUs bar-coded?
Yes
No
11) Do you have PoS terminals?
Yes
No
If yes, Name the PoS software you use _________________________ 12) Whether the PoS terminals are interfaced with the inventory management Software? Yes No SOURCING 1) Who is responsible for sourcing the supplies? a) Distribution Centre b) Store’s Manager 2) Where from you source your supplies? a) Directly from the manufacturers b) Wholesalers c) Mandi d) Government Managed Markets e) Distribution Centres f) Any other, pl. specify _______________________ 3) Mode of Payment: a) Advance c) Credit 4) Credit Period: a) < 15 days d) 45-60 days
b) Upon delivery d) Any other ___________________ b) 15-30 days e) > 60 days
c) 30-45 days
5) Transportation cost in supplying the SKU is borne by a) by the outlet itself b) the suppliers c) others, pl. specify _______
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6) Number of suppliers in each category Type Food Vegetables Non-food Staples Beverages Others Total
No. of suppliers
7) Is there any vendor rating policy?
Yes
No
8) Is there any merchandise returning policy? Yes
No
ORDER MANAGEMENT 1) Do you use any forecasting techniques to forecast the demand? Yes No 2) If yes, which kind of technique do you use? a) Qualitative Techniques b) Time-Series Method c) Causal Method d) Any other, pl specify _______________ 3) How do you order for SKUs? a) Phone call d) Through regional office
b) in-person c) Salesman visit e) Distribution Centre f) Others, pl. specify ______
4) What is the average lead-time between the order and delivery for different items ((please ))? Type Immediate 1 Day
2 Days
No. of Days 3 4 Days Days
5 Days
6 Days
Food Vegetables Non-Food Staples Beverages Others
5) Are you satisfied with present policies of the suppliers? Highly Satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Strongly Dissatisfied
6) How do you take care of the demand exceeding the forecast? a) By holding inventory b) Emergency call to the suppliers c) Asking customers to wait d) By substitute products e) Accept loss of sales
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7 Days
CUSTOMER SERVICES 1) Do the customers pay through the credit card? Yes
No
2) Do you have free home delivery Service?
No
Yes
3) In case of home delivery, what kind of mode of transport do you use? a) tri-cycle b) motor vehicle c) Both d) Any other__________________________ 4) Are you maintaining the database of regular customers? Yes
No
5) What kind of promotional campaign you undertake to keep in contact with the regular customers? a) Direct Mailing b) Phone Call c) Seasonal Greetings d) Birthday wishes e) Any other_______________________ 6) How often do you contact your regular customers? a) Very rarely b) Monthly Once d) Half-yearly e) Birthday wishes
c) Quarterly
7) What are the benefits you give to your customers? a) Price Discount b) Gifts c) Gift Vouchers d) Credit points that can be encashed e) Any other ____________________ 8) What are the security/monitoring mechanisms do you have? a) No mechanism b) Close-circuit TV c) Helpers moving around d) Security at the entrance e) Any other, pl. specify ____________________ 9) Whether the feedback is taken from a customer? Yes If yes, how often it is taken: _______________
No
REVERSE SUPPLY CHAIN 1) What is the percentage of items returned for exchange/wrong merchandise/pilferage/obsolescence etc.? Type
Wrong Merchandise Pilferage In Percentage
Expired Merchandise
Food Vegetables Non-Food Staples Beverages Others 2)
Do you have a documented merchandise returning policy? Yes No
3) How many days are allowed for a customer to return the goods he/she purchased? ______________ days
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4) Whether the customers are satisfied with your merchandise returning policy? Highly Satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Strongly Dissatisfied
PRICING 1) What is the selling price of the SKUs? a) Same as MRP b) 2% less than MRP c) 5% less than MRP d) 10% less than MRP e) Any other Price, pl. specify ____________ 2) Do you adopt any of the following pricing strategies? a) Leader Pricing b) Bait Pricing c) Price Lining d) Multiple Unit Pricing e) EDLP f) High/Low Pricing g) Any other, pl. specify _________________ INFORMATION SYSTEM 1) Do you use computers in managing your outlet: a) Yes b) No i) If yes, in which of the following areas do you use computers: a) Inventory b) Merchandise Purchase c) Accounting d) Finance e) Customers management f) Order Management i)Supplier Management j) Any o ther, pl. specify _______________________ ii) If you use any specific software in managing the above areas, please specify: a)_____________________b)___________________ c) __________________ 2) Are the software interfaced with each other? a) Yes b) No If yes, please mention the software (modules) interfaced: ___________________________________________________________________ 3) How far you are satisfied with the existing computer software? Highly Neither satisfied Strongly Satisfied Dissatisfied Satisfied nor dissatisfied Dissatisfied 4) How are you benefited from the computer System (Rank them: 1-> Most 8-> Least)? S. No. Rank 1 Timely Availability of information 2 Reduced lead-time in procurement 3 Cost saving 4 Reduced inventory level 5 More accurate costing 6 Increased Coordination with suppliers 7 Increased Coordination with customers 8 Increased Sales 5) Do you find any scope for improvement in the computer software? a) Yes b) No If yes, please specify: ___________________________________________
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STAFF 1) Number of Employees: a) Male ___________ b) Female ______________ 2) Level of Employees: Level
Male
Average Age
Female
Average Age
Manager Sub-Manager Supervisors Customer Service Associates Others 3) Qualification of the employees: Level
No. of Employees
Less than S.S.L.C. S.S.L.C PUC/H.Sc. Diplomas Graduates Post Graduates Doctorates Total 4) Training given to employees: Level
Before Induction (No. of Hours)
After Induction (No. of Hours/Year)
Manager Sub-Manager Supervisors Customer Service Associates Others 5) a) Leave Benefits: Particulars Casual Leave Earned Leave Medical Leave Other Leave b) Other Benefits: Particulars Bonus Discount on Provisions Any other
No. of Days/Year
No. of Days/Year
6) Upto what level, uniform is provided to employees? _____________________ 7) Upto what level, shift system is followed? ________________________________ Is there any Human Resource Department? Yes No
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OTHERS 1) Are you affected by competition?
Yes
No
2) You face competition from a) kirana shops b) Organised retail formats
c) Both
3) Within one square kilometre, how many outlets are there? a) kirana shops ________ b) Organised retail formats _____________ 4) How far the competition from other outlets has affected your sales? a) Not at all b) 25% 5) Do you have the option for customers ordering through Medium
Tick the option
Time to deliver the order (in minutes)
Phone The Internet Both 6) What percentage of sales comes through this option? a) 25%
_________________________
8) How far are you satisfied with the existing business? Highly Satisfied
Satisfied
Neither Satisfied nor dissatisfied
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Dissatisfied
Strongly Dissatisfied
ANNEXURE - 3 Questionnaire (kirana Stores) Dear Sir/Madam, I am a research scholar doing my Ph D at School of Management Studies, Pondicherry University, Puducherry. As part of my research, I am doing a survey on Supply Chain Management in Food and Grocery. I will be obliged, if you can spare some time in filing up the questionnaire. The information you will be sharing in the questionnaire will be used for academic purpose only and kept strictly confidential. 4) Name and address of the food and grocery retail (kirana) shop:
5) Date of Establishment: _________________ 6) Name of the Owner/Contact Person: ____________________________ 7) How many people are working in the shop other than the owner? _________ 8) How many are related to the owner among the working persons? __________ 9) Where does the shop situated? a) Street Corner b) Junction Points c) Main Road d) Any other, please specify: ______________________ 10) Size (Area of the shop) in square feet: _______________________ 11) Overall, the total number of customers for the shop: _____________ 12) Average number of customers per day: a) 1 – 25 b) 26 – 50 d) 76 – 100 e) 101 – 125
c) 51 – 75 f) above 125
13) Average sales per customer per visit (in Rs.): a) 1 – 25 b) 26 – 50 d) 76 – 100 e) 101 – 125
c) 51 – 75 f) above 125
14) Average time spent by a customer per visit (in minutes): a) 1 – 5 b) 6 – 10 c) 11 – 15 d) 16 – 20 e) 21 – 25 f) 26 – 30 15) What percentage of customers buys on ‘cash’? a) 1 – 20% b) 21 – 40% c) 41 – 60% d) 61 – 80% e) 81 – 100% 16) What percentage of customers has ‘monthly account’? a) 1 – 5% b) 6 – 10% c) 11 – 15% d) 16 – 20% e) 21 – 25% f) 26 – 30%
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17) What percentage of customers buys on credit occasionally? a) 1 – 5% b) 6 – 10% c) 11 – 15% d) 16 – 20% e) 21 – 25% f) 26 – 30% 18) What percentage of customers you know personally? a) 1 – 5% b) 6 – 10% c) 11 – 15% d) 16 – 20% e) 21 – 25% f) 26 – 30% 19) Number of items in the following category in your shop: Type Food Vegetables Non-Food Staples Beverages Others Total
Number of items
20) On an average, how many days’ inventory do you hold (Pl. Tick Mark)? Type
No. of Days 1-2
3-4
4-5
6-7
8-9
10-11
12-13
14-15
Food Vegetables Non-Food Staples Beverages Others 21) Do you face the stock-out problem? Yes
No
If yes, what percentage of time, do you face the problem? a) 1 – 5% b) 6 – 10% c) 11 – 15% d) 16 – 20% e) 21 – 25% f) above 25% 22) Percentage of sales during a month: Days of a Month 1 – 10 11 – 20 21 – 30 or 31 Total
Percentage of Sales
100
23) Do you give discount for the customers? Yes No If yes, the discount is on a) Individual items purchased b) Total purchase made c) Any other, pl. specify _______________ 24) In case of discount on individual items/total purchase made, the discount given is a) 2% b) 5% c) 10% d) otherwise, pl. specify: __________
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25) If the stocks are not available, are your customers willing to wait? a. All the customers are willing to wait b. No customer is willing to wait c. Some are willing to wait Pl. give Percentage _________. d. Any other, please specify: ___________________ Do you accept orders through phone? Yes No 26) Do you offer free home delivery service to the customers? Yes No If yes, how much time it takes for you to deliver the goods (in min): _______ 27) What percentage of time the customers come with complaint such as wrong merchandise, less weight, etc. a. Never b) 5% 28) In the last one year, what percentage of customers has switched over from your shop to another? a) 1 – 3% b) 4 – 6% c) 7 – 9% d) 9 – 12% e) 13 – 15% f) 16 – 18% 29) In the last one year, how many new customers have been added to your shop? a) 1 – 10 b) 11 – 20 c) 21 – 30 d) 31 – 40 e) 41 – 50 f) 51 – 60 g) 61 – 70 h) > 70 30) How far the customers are satisfied with your service? Highly Neither Satisfied Satisfied Dissatisfied Satisfied nor dissatisfied
Highly Dissatisfied
31) How far the customers are satisfied with the SKUs you offer? Highly Neither Satisfied Satisfied Dissatisfied Satisfied nor dissatisfied
Highly Dissatisfied
32) Has the shop been financed from outside? Yes No If yes, the source of financing: a) Friends b) Relatives c) Money-Lender d) Non-Banking Financial Institution d) Bank e) Any other, please specify: ______________________ 33) How do you give orders for the items (Tick mark as many as you need)? a. Through phone to the dealers b) Through phone to the wholesalers c) Visit by salesperson d) Personal visit e) Any other, please specify: ___________________ 34) What kind of benefits do you get on purchases? a. Quantity discount b) Freebie c) Gift Vouchers c) Gift d) Year-end tours e) Any other, pl. specify: ___________ 35) When you buy the items, you buy on a) Cash b) Credit
c) both
36) On an average, what is the credit period available (in days): ____________
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37) You face competition from a) Kirana shops b) Organised retail formats
c) Both
38) Within one square kilometre, how many outlets are there? a) kirana shops ________ b) Organised retail formats _____________ 39) How far the kirana shops nearer your shop have affected your sales? a) Not at all b) 25% 40) How far the organized retail outlets have affected your sales? a) Not at all b) 25% 41) Rank the problems faced by you in the order of their severity (1->Most Severe,9-> Least ) S. No. Problem Rank 1. Credit facility from wholesalers/dealers 2. Competition from kirana stores 3. Competition from supermarket/departmental store 4. Sales Margin 5. Less customers 6. Financing 7. Space in the shop 8. Less Sales 9. Any other 42) Do you use computers in managing your shop: a) Yes b) No i) If yes, in which of the following areas do you use computers: a. Inventory b) Purchasing c) Accounting d) Finance e) Customers management b. Any other, pl. specify ___________________________ ii) If you use any specific software in managing the above areas, please specify: a) ________________________ b) _________________________ 43) Are you satisfied with the existing business? Highly Neither Satisfied Satisfied Satisfied nor dissatisfied
Dissatisfied
Highly Dissatisfied
44) What are your future plans? a. Increasing the number of items b. Expanding the shop c. Opening a new shop d. Computerisation e. Taking orders through the Internet f. Others, please specify _________________________ 45) Any other comments: _____________________________________________________________________
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