retail reference guide 20200519 · supply chain operations service delivery marketing & sales...
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UPDATED MAY 19, 2020
SanDiegoRegionalEDC 2
Asgovernmentandindustryworktogethertohelpbusinessesaddressthisever-evolvingrealityandsafeguardthepublic,ongoing updatesfromthoseauthoritiesremaintheforemostguidanceonrequiredandsuggestedpractices.Thisdocumentismeantasanadditionalresourcetohelpbusinessleadersconsiderpotentialstepstoprotectemployeesandcustomers,whileaddressingresultingchangestotheirbusinessoperations.
Thisguidefocusesonhealthprotocolsandbusinessadviceforsmallandmediumsizedbusinessowners.Covid-19posesmanyothercriticalchallengesforsociety,likeunemployment,childcare,andmentalhealth,thatalsodeservediligentattentionandintervention..
Aboveall,COVID-19isaglobalhealthcrisisthatthreatenslives.
DISCLAIMERThesearesuggestedpractices,inmanycasesadoptedbycompaniesacrosssectors.Wedonotofferrecommendationsonsufficiency,adequacyoreffectivenessofthesemeasures.Youcanderivenorightsormakedecisionsbasedonthis material. Wedonotprovidelegal,accounting,tax,medicalorothersuchprofessionaladvicenormallyprovidedbylicensedorcertifiedpractitionersandwillrelyonyouandyourotheradvisorstodefineapplicablelegalandregulatoryrequirementsandtoensurecompliancewithapplicablelaws,rulesandregulations.Wedonotintendtosupplantmanagementorotherdecision-makingbodies,andyouremainsolelyresponsibleforyourdecisionsandactions,includingthoserelatingtomanufacturing,productrelease,regulatoryreportingandmarketaction.Wemakenorepresentationorwarranty,expressorimplied,andexpresslydisclaimanyliabilitiesrelatingtoyourmanufacturingoperations,compliance,quality,R&Dandregulatoryprocessesand products.
SanDiegoRegionalEDC 3
Retailre-openingreferenceguide
Questionsaddressed
Healthandsafetyprotocols
Whatsafeguards shouldIputinplacetoprotectmyemployeesandcustomersasIreopen?
Themes
Employeeprotection
CustomerprotectionSafeprocessadaptations
Overallhealthinterventions
Businessprocessadaptions
HowcanIadaptmyprocesses tosupportthoseprotocolsandachievefinancialresults?
Supplychain
OperationsServicedelivery
Marketing&sales
Thisreferenceguideisbroadlyapplicabletoretailstores
Grocers
DepartmentStores
ClothingStores
Pharmacy
SpecialtyStores
SanDiegoRegionalEDC 4
MandatoryCountyguidelinesHealthandSafetyProtocols(1/2)
ChecktheSanDiegoCountywebsite(coronavirus-sd.com)forinformationandlocalupdatesonreopening.Thereyouwillfindthe SafeReopeningPlan1 thattheCountyisrequiringbusinessestocomplete,printandpostattheirentrance.
LASTUPDATED5/19/2020
1. SanDiegoCountryReopeningChecklist:https://www.sandiegocounty.gov/content/dam/sdc/hhsa/programs/phs/Epidemiology/covid19/Community_Sector_Support/BusinessesandEmployers/SafeReopeningPlanTemplate.pdf
SanDiegoRegionalEDC 5
HealthandSafetyProtocols(2/2)Additionalretailguidesandresources
CaliforniaRoadmapcovid19.ca.gov/roadmap/
DescriptionsonphasesandindicatorsforCaliforniaReopeningPlan
SanDiegoReopeningChecklistsandiego.gov/coronavirus
City-wideupdates,includingrecommendationsfromtheSanDiegoRECOVERAdvisoryGroupGuide:sandiego.gov/sites/default/files/san_diego_ready_-_strategies_to_reopen_san_diegos_economy.pdf
LASTUPDATED5/19/2020
CDPH/CALOSHARetailGuidancecovid19.ca.gov/pdf/guidance-retail.pdf
Guidelinesandchecklisttocreateasaferenvironmentforworkers
NationalRetailFederation
nrf.com/resources/operation-open-doorsChecklistofkeystrategicandoperationaltopicstoconsiderasretailersseektoreopenoperations(availabletothepublicforalimitedtimebeforebecomingmembers-onlyresource)
SanDiegoRegionalEDC 6
SupplyChain&OperationsBusinessprocessadaptions(1/2)
1. AggregationfromcasestudiesacrossdifferentcountriesandUSstates.Pleaseconsiderthelistasexamplesofactions;levelofimportancetocontaminationcontainmenthavenotbeenassignedandisuptoclientandstate/federalpublichealthregulationsandrecommendations
Revisepurchasingplansformerchandiseinhighdemand
q Prioritizehighdemandmerchandiseforpurchaseandavailabilitytomaintainsteadycashflowsq Transitiontogoodsthatrequireminimalcustomerdiscoveryinpurchasingprocess(i.e.goodsthatdon’ttypicallyhavetobe tried-onbeforepurchasing)
Reallocationofinventorytopreservecash
q Identifyliquidable inventoryandnon-essentialassetstomaximizecashonhandq Discountunderperformingstockandmerchandiseq Reviewinventorycostsofcurrentgoodsandmerchandiseq Evaluatehighervolumeorderstominimize‘timeonshelf’orpotentialinventorystoragewasteq Workwithdistributionpartnerstoselloffexcessinventory
Mitigateriskandcollaboratewithsuppliers
q Contactandreviewstatusofsupplierstoensuresteadydeliveryofgoodsq Createofalistofalternatevendors(localandnational)toavoiddependencies;minimizeriskofsupplydisruptionsq Modifydeliveryschedulestoincreasemerchandise/resourceflexibility;relaxon-timeandin-fullorderrequirementsq Renegotiatepaymenttermsandpricingwithsuppliersandlandlords
Supp
lychain
Crosstrainpersonneltoassistwithe-commerceanddelivery
q Trainback-officeandfront-officepersonneltohandleshifttoe-commerceordersanddigitalpaymentprocessingq Allocatepersonnelforhomedeliverydutiesasoperationspivotfromin-storepurchasesq Dedicatestafftopackagingandoverthephonecustomerservice
Streamlineprocesses q Clearsignageofsanitizationstationsq Visiblemappingofmerchandisetoexpeditecustomervisitsq Modifypackagingofgoodstoallowexpeditedselectionandcarryoutforcustomers(e.g.minimizecustomerhandling)q Changethewayfastmovingproductsaremerchandised;movingin-demanditemstofrontofstoreorontohomepagebanner
Adjuststaffinglevels q Rotatepersonneltosanitization/socialdistancingdutiesinsidestoresandoutsideascustomersqueuetoenterq Createtransparencyandflexibilityaroundavailablejobshiftsq Establishcontingencystaffingmeasuresincaseofunexpectedissues(childcare,transportation,etc.)q Reviewroleresponsibilitiestominimizeemployeecontactandcross-pollinatingactivitiesq ModifystaffingschedulestoreflectnewworkinghoursO
peratio
ns
Considerations1Measure
LASTUPDATED5/19/2020
NON-EXHAUSTIVE
SanDiegoRegionalEDC 7
OutboundLogistics/ServiceDelivery&MarketingandSalesBusinessprocessadaptions(2/2)
Outbo
undlogistics
Considerations1Measure
Marketin
gandSales
Accommodatee-commerce(in-storepickup/localdelivery)
q Promotee-commercechannelsanddigitalpaymentoptionsq Establishindependentmerchandisepickupwindowsfordrive-in/in-storepickupq Provideat-homedeliveryoptionsforlocalcustomersq Establishschedulingplatformsforcustomerstoavoidlinesorwaittime
Partnershipwithlocallogisticsservicesandbusinesses
q Partnerwithlocallogisticsservicesformarketingandproductdeliveryq Utilizepartnerplatformstoexpandgeographicdeliveryofgoodsandservicesoutsideofin-housedeliveryreach
Pop-uplocationsandregularscheduleddeliveryoption
q Curbsidepop-upinwellknownspacesfordrivebysalesandcustomerpick-upq Bundlepopular/highdemandgoodsforweeklydelivery
Communityoutreachandadvertising
q Useofsocial-media(e.g.personalpage,localinterestgroups,businessassociations)orphysicalsignagetopromoteavailabilityandpurchasingoptionsforlocalcustomers
q Promotionofhowbusinessesareimplementingsafeshoppingspacesandpick-upwindowsq Developnewreferralprogramsforexistingcustomerstoexpandthebusinessnetworkq Promotegiftcardandpre-orderoptionsasameansofsupportinglocalbusiness
Localpartnershipsandevents q Partnerwithlocalbusinessesfortargeted“digitalsidewalksale”;specificdateofsingledaysalesofferingsformultiplebusinessespromotedbylocalmunicipality
Digitalretailexperienceandinteractivecommerce
q Virtualwalk-in/tourofretailspaceinplaceofin-storeexplorationq 3Dimagingorphotographyofnewproductsandgoodstoallowcustomerproductexplorationq Emailandmobilenotificationswhenhighdemanditemsarebackinstockq Digitalpresentationofgoodsorskillsassociatedwithindividualbusinesses(e.g.Makeuptutorials)q Personalizedshoppingexperiencesandcraftedselections
1. AggregationfromcasestudiesacrossdifferentcountriesandUSstates.Pleaseconsiderthelistasexamplesofactions;levelofimportancetocontaminationcontainmenthavenotbeenassignedandisuptoclientandstate/federalpublichealthregulationsandrecommendations
LASTUPDATED5/19/2020
NON-EXHAUSTIVE
SanDiegoRegionalEDC 8
Foradditionalresourcesandinformation,pleasevisit
sandiegobusiness.org/coronavirus
Periodicupdates,resourcesandadditionalinformationwillbeavailablethere.ThisguidewaslastupdatedonMay19,2020.
Thisinformationinthisguidehasbeenreviewedinfocusgroupsbynumerouslocalretailestablishment.Pleaseseethelinkaboveforanindustryagnosticguideandaspecificrestaurantsectorguide.
Acollaborationbetween
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