Client Project Scope
Client Background
Single Point of Contact (SPoC): Retail Operations Manager overseeing multi-location stores.
Client Role Summary: Responsible for operations efficiency, customer satisfaction, staff management, and process standardisation across multiple locations. Key stakeholders include senior management, store staff, and suppliers.
Project Stakeholder Map
Manager
Business Drivers: Financial viability, customer satisfaction, operational efficiency. Key risks include low staff compliance, poor inventory management, or inefficient processes.
Key Performance Indicators (KPIs)
Project Introduction
The project investigates cross-location process efficiency and standardisation, aligning with client business drivers to mitigate risks and improve performance metrics.
Standardisation Workflow
Current State Analysis
Create New SOPs
Training & Rollout
Measure KPIs
Project Scope & Exclusions
Scope: Evaluate current operational processes, propose standardised procedures, provide KPI dashboards.
Exclusions: Individual staff performance reviews, external marketing campaigns.
Data Model & Analysis Hypothesis
Hypothesis: Implementing standardised processes across locations will improve operational efficiency and customer satisfaction.
Data Model: Star Schema
- Store ID
- Location
- Manager
- Sales Revenue
- Units Sold
- Discount Amt
- Transact. Date
- SKU
- Category
- Unit Cost
| Table Type | Description |
|---|---|
| FACT | Sales transactions, operational KPIs |
| DIMENSIONS | Store location, product category, time |
Assumptions, Constraints & Dependencies
- Assumption: All store locations will provide accurate data.
- Constraint: Limited time to implement changes before assessment date.
- Dependency: Cooperation of store managers for data collection.
RACI Matrix & Communication Plan
RACI Matrix
| Task | Responsible | Accountable | Consulted | Informed |
|---|---|---|---|---|
| Data Collection | Analyst | Operations Manager | Store Managers | Senior Management |
| Process Standardisation | Analyst | Operations Manager | Store Managers | Senior Management |
Communication Plan
| Communication Goal | Method | Audience | Frequency | Owner |
|---|---|---|---|---|
| Project Status Update | Email Report | Client SPoC | Weekly (Fri) | Consultant |
| Strategic Review | Virtual Meeting | Senior Mgmt | Monthly | Consultant |
| SOP Feedback | Online Survey | Store Managers | One-off | Consultant |
Project Plan (Gantt Chart)
Project Timeline
| Activity | Sept | Oct | Nov | Dec | Jan |
|---|---|---|---|---|---|
| Data Collection | |||||
| Process Design (SOPs) | |||||
| Implementation | |||||
| Final Review |
Project Risk Register
| Risk | Impact | Mitigation | Monitoring |
|---|---|---|---|
| Incomplete Data | High | Follow-up with stores | Weekly checks |
| Low Compliance | Medium | Training & Guidelines | Monthly reports |
Risk Assessment Heatmap
Project Success Criteria
- Process standardisation implemented across all stores
- Improved operational efficiency KPIs
- Positive feedback from senior management and store managers
Project Reflection
The project provided insights into multi-location operations, emphasising objective, data-driven recommendations while maintaining professional boundaries. Tools like RACI, Gantt, and Risk Register were essential in planning and tracking project outcomes.