Retail Management

Private & Confidential for use and circulation within Acorn Holdings Limited 1
Table of Contents
1. Version Control.................................................................................................................................................................................................................... 3
2. General ...................................................................................................................................................................................................................................... 4
2.1 Objectives................................................................................................................................................................................................................................................... 4
3. Process Description and Process Map ......................................................................................................................................................................... 5
3.1 COPIS – Customer Life Cycle Management................................................................................................................................................................................... 5
3.2 Process Output KPIs and Management Dashboard .................................................................................................................................................................. 6
3.3 Cross Functional One Sheet Process Flowchart ......................................................................................................................................................................... 7
3.4 Process Description ............................................................................................................................................................................................................................. 8
4. Inter Departmental Service Level Agreement (SLA) for Key Activities ...................................................................... Error! Bookmark not defined.
5. Escalation Matrix ................................................................................................................................................................. Error! Bookmark not defined.
6. Template and MIS ............................................................................................................................................................... Error! Bookmark not defined.
7. Annexure................................................................................................................................................................................................................................... 9
7.1 Annexure 1 – List of items available in the room (Pre-Check in Checklist for Residents) .................................... Error! Bookmark not defined.
7.2 Annexure 2 – Samples for Welcome emails sent to residents in first 7 days ............................................................. Error! Bookmark not defined.
7.3 Annexure 3 – Legal Notice for rent non-payment ................................................................................................................ Error! Bookmark not defined.
7.4 Annexure 4 – Event Appraisal Form ......................................................................................................................................... Error! Bookmark not defined.
7.5 Annexure 5 – Critical Incident Form & Escalation matrix. ............................................................................................... Error! Bookmark not defined.
7.6 Annexure 6 – Standard charges for damages for residents ............................................................................................. Error! Bookmark not defined.
7.7 Annexure 7 – List of materials used by maintenance team and the cost for each material. ................................ Error! Bookmark not defined.
8. Glossary of Terms .................................................................................................................................................................................................................. 10
1. Version Control

Version No. Effective From Process Owner Prepared By Reviewed By Approved By

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2. General
2.1 Objectives
 The document aims to comprehensively capture the end-to-end, cross-functional Retail management process.
 The process document details all aspects namely

o Retail Strategy
o Evaluation of market, business and customer needs for having presence of retailers in the PBSA’s
o Provides for a comprehensive view of critical aspects of Retail management including
 Partner evaluation and assessment
 Business model creation to assess probability of success for retail partner and for Acorn
 Due diligence
 Retail partner on boarding
 Retail partner engagement to trigger business performance &
 Revenue assurance
3. Process Description and Process Map
3.1 COPIS – Retail Management

Customer Output Process Input Supplier

Student Revenue Planned Vs Business Plan Business Plan Finance

Actual from Retail
Parents Market and Customer Land Acquisition Plan IT
% Collections by Due Study
Management Design Layouts Design
Date Land Acquisition and
Land Acquisition Terms of Engagement Land Acquisition
% Bad Debt Design Plan
Project Delivery IT Systems Procurement
Retailer Satisfaction Retail Strategy
Design Score Material Details (Fitouts,
Design/Location Input Equipments)
Procurement % retailer Retailer Assessement
Legal churn/replacement
within 2 years of On boarding
Finance operations Retailer Engagement
Retailer performance Invoicing and Collections
Index

*COPIS, is a tool which highlights all stakeholders in the process and their expected output. These output expectations forms the basis
for defining output KPIs (Key Performance Indicators) of the process, for the management team.

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3.2 Process Output KPIs and Management Dashboard

Department KPI Frequency How to Measure Target

Sales and Marketing – Actual / Planned (Original) Monthly Forecasted Revenue from Retail property 100%
Retail Management Tenure % wise vs Actual invoiced property wise
% collections by due date Monthly Amount Invoiced vs Amount Collected by 100%
Due Date
% Bad Debt/Discount passed Monthly Amount which is not collectible or passed as NIL
discount due to any reason/ Total Invoiced in
a month
Retailer Satisfaction Survey Quarterly Feedback on defined parameters **(To be TBD
Score created)
Retailer Churn % Quarterly % Retailers churn within 2 years of NIL
operations (signing off)

*Relevant stakeholders need to come together to define the Measurement of the Proposed Output KPIs, and set targets
 3.3 Cross Functional One Sheet Process Flowchart
Retail Management
Finance

Terms and conditions

Business plan and agreement copy Invoicing
finalization received for invoicing
Retailer

Property visit to Customer requirement Estimating and planning Sharing details of business,
assess potential study to provide for all requirements for estimated volumes, terms of Agreement sign Start of
Payment
and estimate service/product business operations to agreement, requirements if off Operations
business offerings, and pricing start any
Sales and Marketing

Identification
Property wise Assessment
of potential Retailer
retail strategy of potential Discussions Discussions of
retail partners Engagement
partners on terms of Due diligence requirements – Legal process
engagement infra and others initiated

Type of retailer, Preliminary

Customer and Retail
category, revenue Meeting report for
Market survey Opportunity Final
estimates, business potential retail approval
recommendation
case partners report

*Boxes
Design

Design concept Highlighted in RED

are critical to the
process.
acquisition
Land

Land acquisition
Boxes Highlighted
in GREEN indicate
Start and End of
COO

Meeting
Discussions and
approval
recommended
partners for
Discussions and
approval the Process.
assessment

Installation of
Training and
IT

necessary IT infra
handholding
structure
Procurement

Purchase of any
requirements as
agreed
Legal

Draft Agreement basis

discussions, terms and
conditions and negotiations
Projects
Delivery

Installation, testing
and
commissioning

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3.4 Process Description

S.no. Process Step Activity Responsibility

7. Annexure

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8. Glossary of Terms

Term Description Term Description Term Description