Title: Empirical studies of retail store execution
Authors: Marshall Fisher, Jayanth Krishnan and Serguei Netessine
Abstract: As retailers have centralized buying and deployed increasingly sophisticated systems against this function, execution at the store level is becoming the bottleneck to improved retail performance. Many retailers report numerous execution short falls, including stock outs on the shelf due to inadequate stocking from the backroom, inventory record errors and incorrect signage and pricing, all of which hurt the quality of a customers experience, and therefore sales. Clearly, improving the quality of store level execution is a critical imperative for all retailers. The goal of this project is to identify corporate policies in managing stores that result in outstanding store execution, customer
experience and financial performance. In this talk I will describe our research projects with two large retail chains in the US. We develop a methodology by which a retailer can identify action steps that are likely to increase sales and customer satisfaction and demonstrate the methodology using proprietary data from these two large retail chains.
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