Opening a New Retail Store. Are your SOPs ready?

An SOP-based operations blueprint is a set of rules telling what to do, when, how, where, and by whom.

It works at the level of execution.

At the micro-level, SOP for retail business define how every store operation must be executed.

At the multi-store level, it brings uniformity of operations and brand messaging.

How to check if your SOPs are ready? (SOP Testing Methods, SOP Evaluation)

Method 1: Gemba Walk

See it for yourself.

1. Walk a shift, follow SOP execution from A to Z.
2. Note observed gaps.
3. Assess potential gaps.
4. Discuss the necessary changes with stakeholders.
5. Improvise, test, and implement the new SOP.
6. Periodic SOP audit and feedback loop.

Method 2: Employee Feedback

FPP (First Person Perspective)

1. Talk to your employees directly.
2. Involve managers/team leaders.
3. Discuss challenges faced and potential solutions.
4. Discuss the necessary changes with stakeholders.
5. Improvise, test, and implement the new SOP.
6. Periodic SOP audit and feedback loop.

Method 3: Third-Person Check

A fresh perspective (TPP – Third Person Perspective)

1. Appoint an outsider/employee from another department.
2. Let them execute an SOP till the end.
3. Ask them where they encountered problems in understanding or following the SOPs.
4. Talk to employees who currently execute the SOP (involve supervisors/managers)
5. Discuss the necessary changes with stakeholders.
6. Improvise, test, and implement the new SOP.
7. Periodic SOP audit and feedback loop.

Method 4: Process Output Check

Is the SOP giving the desired output?

• Evaluate every SOP on whether it is achieving output as intended.
• Analyse causes of deviations, if any.
• Discuss necessary changes with stakeholders.
• Improvise, test, and implement the new SOP.
• Periodic SOP audit and feedback loop.

Method 5: Stress Testing / Scenario Testing (Consistency and Integrity)

Can the SOP deliver output under stressful situations? Stress testing can be simulated or a real-business situation. It can also be used with mystery audit.

1. Choose an SOP for testing a stressful situation/simulation (e.g. OMS performance during peak hours, high-value inventory reconciliation mismatch, intensified nature of complaint)
2. Define what parameters you will monitor, method of rating and results
3. How will you collect the data for monitoring and analysis? Choose reliable sources
4. Analyse causes of SOP breakdown, if any.
5. Discuss necessary changes with stakeholders.
6. Improvise, test, and implement the new SOP.
7. Periodic SOP audit and feedback loop.

Method 6: Mystery Audit

Are your SOPs followed when you/system is not watching?

1. Choose an SOP for evaluation.
2. Choose a qualified outsider for mystery audit (as a customer, supplier or any other relevant role)
3. Acquaint them with what needs to be observed or asked to store employees.
4. Analyse causes of SOP non-adherence or breakdown, if any.
5. Make SOP improvisations, if necessary.
6. For the non-adherence problem, communicate the criticality of SOP adherence in broad reference (say, at team level).
7. Periodic SOP audit and feedback loop.

Tips to Make SOPs More Effective | SOP Best Practices

Keep SOPs Simple and Easily Comprehensible

• Easy Language
• Practical Workflows
• Easy Adoption by Store Teams
• Use visual aids and cues, add rich media

Define Accountability Clearly

• Role Ownership
• Approval Authority
• Escalation Hierarchy

Use Retail SOP Checklists for Better Adherence

• Daily Checklists
• Weekly Checklists
• Audit Checklists

Align SOPs with Technology

• POS Alignment
• ERP Alignment
• Automation Alignment

Train Employees

• Onboarding Training
• Refresher Training
• Role-Based Learning

Review SOPs Periodically

• Continuous Improvement
• Compliance Reviews
• Business Updates

Hire Professional SOP Writing Services

• Faster Implementation
• Avoid Internal Delays
• Reduce Trial and Error
• Ensure Momentum is Not Lost
• Leverage Industry Best Practices
• Accelerate Expansion Readiness

Summarising in a nutshell

Before adding new stores, check if you have a robust SOP-based store operations blueprint.

If you have one, you can replicate it for new stores with a high level of confidence.

Six proven methods for checking the accuracy, consistency, and integrity of retail SOPs are Gemba Walk, Employee Feedback, Third-Person Check, Process Output Check, Stress Testing or Scenario Testing, and Mystery Audit.

Follow professional tips and guidance for SOP development, implementation, and improvement. SOP evaluation and improvisation can be a lengthy process. Consider availing professional services for faster results.

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