SRM - Operations

Table of Content [toc] # SRM - Operations This module is ==not== a step by step guide of how to use mAssist but a overview of - * What all company expects to happen on massist * What the impact and benifits of using massist are in daily operations * How everyone can extract maximum benifit and improve their performance by using massist. :::info :information_source: **==Training Sections==** Each process in this module will be follow 3 part flow - * **Operation**- Overall flow of information and fuction on massist * **To-Dos** - Role wise resposibilities related to the operation. * **Why and Usage** - impact and how to use that information in daily operations to extract value. ::: # Work flows This section deals with how work on massist is linked to the sales and companies requirements. How each work is related and at what point of time which operation needs to be done. This section will follow task first approch and individual level to do list is present in check list section. This section is divided based on stages of sales and integrates everything that can be done using the application. :::info :information_source: **==Work Flow Sections==** The sections are - * [Tertiary Sales and Operations](#Tertiary-Sales-and-Operations) * [Secondary Sales and Operations](#Secondary-Sales-and-Operations) * [Primary Sales and Operations](#Primary-Sales-and-Operations) ::: ## Tertiary Sales and Operations ### Beauty Advisors #### Check in * BA has to marks the attendance which is geo tagged and takes a picture to confirm her attendance * BA will lands on first page of the application and sees the target and achievment and sees how much sales she needs to do to achieve her target * BA has to updates her **==grooming picture==** which is visible to supervisor #### Daily Practices * BA should checks the SKU level stock and see the stock of fast moving SKU. * BA should **==check the offers==** showing on massist and pass that on to customer. * BA should **==check the banners==** for update on offer or any information. * BA has to submit quizes as and when required. * A new BA when marking the first attendance can request to update the opening stock. In such cases the stock discrepancy is recorded as opening impact and automatically balanced in final tertiary and App shows BAs actual sales when showing achievment and not the net tertiary. #### Sales Update * BAs currently update the total sales at the end of the day as one single bill. * BAs can update bill wise sales which can give bill cut and AOV data as well. * BAs can also update customer numbers while updating bill wise sales and purchase details can be sent to customer on whatsapp using the application. * BA needs to accept the stock received. :::warning * :warning: BA should properly check and update the correct received stock . BA should not update the SKU quatity that they have not received. ::: #### Check Out * BA should close her attendance which gives total hours worked * :warning: If BA **do not** check out, the app checks the BA out automatically at mid night. In this case the attendance is shown as system off and this parameter gives the usage hygine and score for a BA of her proper app usage. ### Supervisor #### Store Manning Monitoring * The supervisor can see the count of BA who have not marked attendance at any point of time. * The supervisor can see count of BA whos id was checked out at mid night by system and directly call them to inquire the reason inside the application itself. * Supervisor should check and **==rate the grooming picture==** of her teams BA and comment on it for appreciation or improvement. * This feedback is visible to BAs in a team and highest rated BA is shown at the top of leaderboard. * The supervisor should update the floater and MOA **==roster==** plan and BA weekoff schedual at the start of month on massist. * Any changes in roster can be made and a notification is sent to supervisors reporting manager regarding the change. * Supervisor should update the **==BA last working date==** with tag of FNF or absconded on the day supervisor comes to know that the BA has resigned or left. * The ID will not be deactivated till last working day and ID will get auto deactivated the day after the LWD. * Supervisors need :warning: **not** wait till actual LWD to update on the system * Supervisor should inform whether the BA transfer is temporary or permanent so that the BA vacancy can be tracked. * Supervisor need to mark OD in case of delayed ID Creation. * Supervisor need to mark present (Seen as change to present in report) in case of incorrect attendance marked by BA. :::danger :radioactive_sign: * Only 2 change to present are allowed in a month for BA older than 1 month. * OD is allowed only for New BA. * BA should not be mapped to more than 1 store at a time. * Options like store closed can not be more then twice in a given month. Supervisor need to check any misuse of such options. Failing to stop the misuse will be considered in non-complience. * ID not being deactivated causes incorrect user ID payout to massist. This will be considered in non-complience. ::: Click here for [Check list](#Check-Lists) #### Tertiary Sales Monitoring * BA wise or store wise sales punched at any previous day or month till date is visible to supervisor. * Supervisor should check focus and new SKU sales on mAssist.(Store - SKU level) * Supervisor should do atleast 2 range's stock count when visiting store to verify the sales updated in system by the BA. * Supervisor should check SKUs with "low or zero sales but high stock" **(Slow moving stock)** on massist and groom BA to sell slow moving stock and follow FIFO to avoid expiry or low shelf life of the stock. * Supervisor should check fast moving SKU stock on massist on every visit and co-ordinate with sales executive if stock is low as per the sales. Click here for [Check list](#Check-Lists) #### Monthly and Daily Operations * Supervisor needs to **create beats** based on the route plan. * When creating new stores Supervisor needs to update visiting card, Store Name Banner picture and contact number correctly on massist. * When creating stores Supervisor needs to **==update correct name==** of the store. * When creating store Supervisor needs to add store in correct beat. * Supervisor should :warning: **not** create duplicate stores. In case any store is not visible and supervisor have visited it before, he or she should escalate it on massist group. * Supervisor should update the PJP plan at the start of the month. Any change can be updated later and ASM can directly approve them on application * Supervisor need to check in and check out of stores on massist on time. this gives us total visits, stores covered and time spent on each store. * Supervisor should update the expenses on massist as per policy and within deadline. :::success :+1: * In case store tag - GT-BA, GT-CBA, RBA or Prospect is incorrect in mAssist, Supervisor should get it corrected from backend on massist instead of using incorrect tagging. * In case store mapped to a you on mAssist are not your please get mapping corrected from ASM. **This impact a Supervisors Target vs Achievment** * In case your stores are not visible to you or are assigned to some other Supervisor on mAssist. Please get it corrected on massist. **This impacts a Supervisors Target vs Achievment** * In case store have incorrect name, city or brand, Supervisor should get it corrected from backend on massist. * These correction **==will help==** backend to provide more accurate dashboards and data on app for team to monior and track sales and ==process incentives and claims== faster. ::: Click here for [Check list](#Check-Lists) ## Secondary Sales and Operations ### Sales Executive #### Secondary Sales and Returns * SE needs to place all secondary orders on the massist. * SE should check favorite and focus SKU tab while placing orders. * SE should check the SKU wise stock availablity and sales of top SKU on massist before placing orders. * SE should check secondary offers available on massist before placing orders. * SE has to select secondary offers on massist for claim and billing purposes. This becomes mandatory in case of DMS distributors. * SE should only fulfill the orders with quantity as confirmed by the distributor/retailers. * In case of DMS Distributors SE should monitor and track the orders processed by distributor on mAssist. * SE should update all secondary orders and do proper **==closing weekwise==**. :::warning * :warning: All secondary orders will **==expire in 10 days==**. This is done to keep the stock value correct ::: * In case distributors qty of fullfilled orders is different than the accepted qty by BA on massist , SE needs to check and clear the discrepancy. * SE needs to place tester orders of stores on massist. This data will be used to verify the tester claims. * SE needs to place PWP orders of stores on massist. * SE has to mark store wise SKU wise returns on massist * SE can mark bulk return under purchase return section to distributor. :warning: ONLY in exceptional cases. * SE has to :information_source: **==update remark==** when returning the stock. * Depending on the situation return remarks can be like - * RBA return * Store closure * Damage expiry :::info * :information_source: In case SE by mistake inward complete stock and there is either discrepancy in the stock received by retailer or stock have got damaged in transit. SE needs to mark necessary returns to keep the stock correct. Remarks can be intransit damage, stock mismatch or other. * :information_source: In case Sales Executive have any situation where he or she is confused if whether any stock value, return value or secondary value is being impacted. Please contact ASM or MIS team directly for resolution. ::: :::success **Sales Monitoring and Tracking** :100: * In case of stock disrepancy. SE can check - * if any secondary order update has been missed on massist. * if any secondary order which was fulfilled on app was not serviced by distributor properly or completly. * if any return is received by distributor which is not marked on massist. * if any primary order was fullfilled on app but physically not received or short received by distributor. * if any stock was sent to company which was not marked on massist. * if any tester or PWP conversion happen and was not updated on massist. ::: Click here for [Check list](#Check-Lists) #### Monthly and Daily Operations * SE needs to create **beats** based on the route plan. * SE should update the **PJP** on massist.The PJP should be based on the beats SE will cover. any changes can be made later and those changes can directly be approved by ASM on the app itself. * SE needs to **==plan distributor visits==** and **==weekly closing==** in PJP itself. * When creating stores SE needs to update visiting card, Store name banner picture, and contact information on massist * When creating stores SE needs to update correct name of the store * When creating store SE needs to add store in correct beat. * SE needs to check in and check out of store on time. This gives us visit time per call. * SE needs to inform massist if any store that is closed or changed to RBA is showing as active or BA store and vice and versa * SE needs to mark closed stores stock return if any. * SE needs to inform if a closed BA store has been converted to RBA. :::danger ##### Store Closure sales and stock returns * In Case of **==BA store to RBA/ Closure==** following needs to be updated on mAssist - * Stock returned to distributor. * Paid up stock if not being returned mark the actual stock not being picked up as sales before closure. * Convert the tag of store to RBA/Inactive * If any stock is visible on massist after following the above steps, it will be cleared from backend. * If in case **==higher quantity then what is visible on massist is being returned==**, mark the actual returns (higher than stock visible). The massist will auto calculate the return impact and adjust secondary. * :warning: **Actual returns should be marked or else the distributor stock will show discrepancy.** * :warning: If discrepancy found such cases will be considered under non-complience. ::: :::success :+1: > * In case store tag - GT-BA, GT-CBA, RBA or Prospect is incorrect in mAssist, SE should get it corrected from backend on massist instead of using incorrect tagging. **This will help create ==incentive, RBA claim reports== faster**. > * In case store mapped to a you on mAssist are not your, please get mapping corrected from ASM or backend. **This impact your Target vs Achievment**. > * In case your stores are not visible to you or are assigned to some other Supervisor on mAssist. Please get it corrected on massist. **This impact your Target vs Achievment**. > * In case store have incorrect name, city or brand SE should get it corrected from backend on massist. > * These correction **==will help==** backend to provide more accurate dashboards and data on app for team to monior and track sales and process ==incentives and claims== faster. ::: Click here for [Check list](#Check-Lists) ## Primary Sales and Operations ### ASM #### Area Management * ASM needs to insure supervisor and SE are following the processes and checklist. * Since everything is linked to massist, ASM needs to download work reports from back end and check and monitor various operations mentioned above. For eg * Tertiary Sales * Stock report * PJP * Focus SKU and New SKU placement (Secondary-SKU level) * Focus SKU and New SKU Tertiary (Tertiary - SKU level) * Returns Updated on mAssist(Tertiary -Client level) :::warning > * ASM should avoid allowing SE to service a store from distributor other than the distributor mapped to an area. The stock return and sales reconsilliation becomes impossible for the ASM themselves if such cases are not controlled. In case of discrepancy in stock and returns such cases will not be considered as valid explanation and will be considered under non-complience. ::: :::danger * :radioactive_sign: ASM needs to verify that the data being updated on massist tally with distributor system and if there are any discrepancies. * This can be done by checking (Few Example) - * Random sampling at few store for few range - massist stock VS actal stock. * New SKU placement and stock VS actual placement and stock at distributor level. * Regular check of mAssist secondary and return VS distributor (store wise) secondary and returns of at least 1 week period. ::: #### Monthly Operations * ASM needs to mark returns to company on massist * ASM needs to co-ordinate with backoffice team for PWP, Damage and expiry, Tester stock conversion at distributor point in mAssist via godown transfer * ASM needs to check store and distributor mapping to team, in case incorrect stores are assigned please get it corrected in backend. This exercise needs to be done atleast monthly. **This will help in creating achievment report for incentives correctly and faster** * ASM needs to go through all stores and mapped distributor on massist once a month to ensure area mapping is correct and no future discrepancy will arrise due to sales and returns from intersecting areas. * ASM need to mark all necessary returns on massist before mapping stores to new distributor. * ASM need to ensure all closed store returns are marked properly by SE * ASM need to get the New distributor ID created and mapped to correct area, stores and manpower. * ASM need to check floater and MOA PJP and hiring as per the budget guidline * ASM need to verify the claims and discount and maintain a tracker of the same * ASM need to maintain a SNS as per the month on month running format shared # Check Lists ## Beauty Advisor #### Sales - [x] Mark Attendance on mAssist - [x] Check Target , achievment and required run rate (Daily sales) - [x] Accept Sales order stock and update correct received stock. - [x] Update grooming picture - [x] Update customer returns - [x] Close the attendance on time - [x] Attempt Quize when required #### Daily Practices - [x] Check Slow moving stock - [x] Arrange stock as per FIFO - [x] Check banner for new launch or Offers - [x] Check availablility of fast moving stock ## Supervisor ### BA Manning - [x] Check BA attendance - [x] Check BA grooming picture - [x] Check system off attendane cases of BA - [x] Check floater and MOA PJP - [x] Check BA week off schedualed VS actual from PJP - [x] Mark OD and change to present if necessary - [x] Check attendance report ### Sales - [x] Check Daily Sales - [x] Check Store level required runrate - [x] Check Focus andfast moving SKU available - [x] Check New launch sales (Store wise) - [x] Check 2 Range stock actual VS massist during visit - [x] Check tester available - [x] Check GWP available ### Operation - [x] Create Beats - [x] Update BA, Floater and MOA roster - [x] Update PJP - [x] Create store with correct Names - [x] Update Store Banner, POC and Visiting card while creating store - [x] Check in during visit - [x] Check out on time during visit - [x] Update expense on time - [x] Mark purchase returns - [x] follow store closure sales and stock process [(Click here)](#Store-Closure-sales-and-stock-returns) ## Sales Executive ### Sales - [x] Check Focus and favorite tab for fast moving SKU orders - [x] Check fast moving SKU stock before order - [x] Check New launch stock before ordering - [x] Update all sales order daily - [x] Update all sales returns as and when - [x] Verify fullfilment of orders weekly - [x] Weekly sales and return closing distributor wise - [x] Place non saleable orders like PWP, GWP and tester to retail on app ### Operations - [x] Create Beats - [x] Update PJP - [x] Plan weekly distributor wise closing in PJP - [x] Clear discrepancies in order VS stock sent - [x] Mark returns during weekly closing - [x] Tally distributors Secondary and returns received from retailers with massist data at store level - [x] Follow [Sales Monitoring and Tracking](#Sales-Monitoring-and-Tracking) for each distributor atleast bimonthly. - [x] Create store with correct names - [x] Add stores to correct beats - [x] Update store name banner, POC and visiting card while creating store - [x] Get store Tag (BA - RBA - Active) and mapping corrected if necessary