The PGDM Retail Management Department at Jagan Institute of Management Studies (JIMS), Rohini, organised an insightful Industry Workshop on “Retail Staffing + Omnichannel & Unified Store Operations” for the PGDM-RM 2026–2028 batch under the subject Retail Store Operations (RSO) on 24th October 2026. The workshop was conducted by Mr. Naveen Kumar Singh, General Manager – Category, Reliance Retail, who shared practical insights into workforce planning, omnichannel retailing, and efficient store management.
The workshop highlighted the importance of effective retail staffing and workforce planning in ensuring smooth store operations. Discussions covered employee allocation, role distribution, customer service, inventory replenishment, and managing high-footfall periods efficiently.
A key focus was placed on omnichannel retailing and unified store operations, emphasising the integration of online and offline channels to deliver a seamless customer experience. Students explored how inventory visibility, order fulfilment, customer service, and coordination among store teams contribute to operational efficiency.
The workshop also incorporated a Big Bazaar case study, highlighting operational challenges related to workforce deployment, inventory replenishment, store congestion, and customer movement during peak demand. The discussion introduced the concept of phantom stockouts, demonstrating how inventory recorded in systems may remain unavailable on store shelves due to replenishment challenges.
Overall, the workshop connected classroom learning with practical retail store operations, helping students understand how effective staffing, inventory management, and omnichannel coordination contribute to improved store performance and customer satisfaction.
Key Takeaways
- Workforce Planning: Allocating employees effectively according to store requirements and customer demand.
- Omnichannel Integration: Connecting online and offline channels for a consistent shopping experience.
- Unified Store Operations: Coordinating inventory, replenishment, order fulfilment, and customer service.
- Inventory Visibility: Ensuring system-recorded stock is physically available and accessible to customers.
- Operational Efficiency: Managing customer flow, store congestion, and peak-hour challenges through effective decision-making.