Name Phone Logo

Transcription

1 Occupatinal Qualificatin Dcument Occupatinal Cde Qualificatin Title NQF Level Lg Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) 5 Name Phne Lg Develpment Quality Partner Whlesale & Retail SETA imarrian@wrseta.rg.za Assessment Quality Partner Whlesale & Retail SETA imarrian@wrseta.rg.za Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 1 f 10

2 QUALIFICATION DETAILS Qualificatin Title: Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Occupatinal Cde: Curriculum Cde: Quality Assuring Bdy: Quality Cuncil fr Trades and Occupatins (QCTO) Sub Framewrk: Occupatinal Qualificatins Sub-Framewrk Field: Field 11 - Services Subfield: Whlesale and Retail NQF Level: 5 Credits: 106 Originatr/Develpment Quality Partner (DQP): Whlesale & Retail SETA Originating Prvider/Assessment Quality Partner (AQP): Whlesale & Retail SETA Qualificatin Type: Occupatinal Certificate Registered qualificatins and r learning prgrammes t be replaced: Nne RATIONALE Feedback frm the Whlesale and Retail sectr have identified the psitins f Retail Chain Stre Manager t be a natinal scarce skill. The industry is struggling t find qualified peple t fill the Retail Chain Stre Manager rle and as a result, mst majr retail chains have their wn Trainee Manager prgramme running ver 12, 18 r 21 mnths. Althugh this is a step in the right directin, there is n cnsistency as each rganisatin trains just enugh t prduce managers t manage their stres accrding t their standards. This necessitates a natinal qualificatin that sets a natinal standard, which will allw individuals t be able t mve between rganisatins. The qualificatin develped by the Whlesale and Retail sectr at level 6 and titled Retail Stre Manager, was develped fr the manager r wner f a retail business that has t run his wn business withut the assistance f a Head Office. This qualificatin is designed fr Managers f retail stres that frm part f a chain stre businesses, with a Head Office that perfrms many f the tasks that an wner wh has n Head Office wuld have t perfrm by themselves. It is fr this reasn that this qualificatin is set at level 5 and nt at level 6. There are many vacancies pening up each year thrugh the pening f new stres by the many natinal chains stres, thrugh expansin, prmtin and thrugh current emplyees leaving the industry. These managers cntrl anything frm tw r three, all the way t 20 r 30 staff members and have millins f Rands wrth f assets under their cntrl. Unless prperly trained, they can cst their emplyers many millins in lsses Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 2 f 10

3 Prspective learners include unemplyed persns with Grade 12 attending technical universities r clleges, emplyed learners mving frm a supervisry psitin int stre management. Qualified learners will manage retail chain stres. The Whlesale and Retail industry is f the pinin that the qualificatin will serve t equip qualifying learners with the fundamental knwledge, skills and attitude necessary demnstrate knwledge relating t stck cntrl, imprvement f retail chain stre s financial perfrmance and maintainance f assets in a retail chain stre. PURPOSE The purpse f this qualificatin is t prepare a learner t perate as a Retail Chain Stre Manager A Retail Chain Stre Manager manages the functins f a branch f a retail chain stre. A qualified learner will be able t: Lead teams t achieve retail chain stre peratinal bjectives Manage service standards f a retail chain stre Manage stck cntrl in a retail chain stre Imprve the financial perfrmance f a retail chain stre RULES OF COMBINATION This qualificatin is made up f the fllwing cmpulsry Knwledge and Practical Skill Mdules: Knwledge Mdules: KM-01: Cncept and principles f retail peratins management, NQF Level 5, Credits KM-02: Cncept and principles f cmmunicatin in retail, NQF Level 4, Credits KM-03: Cncepts and principles f leading teams in a retail chain stre envirnment, NQF Level 5, Credits KM-04: Cncept and principles f managing service standards f a retail chain stre, NQF Level 5, Credits KM-05: Cncepts and principles f stck cntrl in a retail chain stre, NQF Level 5, Credits KM-06: Cncept and principles f implementing prmtinal activities in a retail chain stre, NQF Level 5, Credits KM-07: Cncept and principles f imprving the financial perfrmance f a retail chain stre, NQF Level 5, Credits 3 Ttal number f credits fr Knwledge Mdules: 26 Practical Skill Mdules: PM-01: Manage retail chain stre emplyee perfrmance, NQF Level 5, Credits PM-02: Manage retail chain stre peratinal prcesses, NQF Level 5, Credits Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 3 f 10

4 PM-03: Manage retail chain stre service standards, NQF Level 5, Credits PM-04: Maintain effective retail chain stre stakehlder relatins, NQF Level 5, Credits PM-05: Manage stck cntrl in a retail chain stre, NQF Level 5, Credits PM-06: Prpse imprvements t a retail chain stre s range and layut, NQF Level 5, Credits PM-07: Implement plans t imprve sales in a retail chain stre, NQF Level 5, Credits PM-08: Implement plans t imprve a retail chain stre s financial perfrmance, NQF Level 5, Credits PM-09: Manage risk and maintain assets in a retail chain stre, NQF Level 5, Credits 3 Ttal number f credits fr Practical Skill Mdules: 21 This qualificatin als requires the fllwing Wrk Experience Mdules: WM-01: Prcesses and prcedures fr planning and implementing retail chain stre peratins, NQF Level 5, Credits WM-02: Prcesses and prcedures fr leading teams in a retail chain stre envirnment, NQF Level 4, Credits WM-03: Prcesses and prcedures fr managing retail chain stre service standards, NQF Level 5, Credits WM-04: Prcesses and prcedures fr maintaining effective retail chain stre stakehlder relatins, NQF Level 5, Credits WM-05: Prcesses and prcedures fr managing stck levels and influencing stre range and layut, NQF Level 5, Credits WM-06: Prcesses and prcedures fr imprving the retail chain stre s bttm line, NQF Level 5, Credits WM-07: Prcesses and prcedures fr managing sales and prmtinal activities, NQF Level 5, Credits WM-08: Prcesses and prcedures fr managing risk and maintaining assets in a retail chain stre, NQF Level 5, Credits 8 Ttal number f credits fr Wrk Experience Mdules: 59 ENTRY REQUIREMENTS Natinal Vcatinal Certificate (NCV) at NQF level 4 EXIT LEVEL OUTCOMES AND ASSOCIATED ASSESSMENT CRITERIA Exit Level Outcme 1 Maintain r imprve custmer service standards in a retail chain stre. (15%) Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 4 f 10

5 Assciated Assessment Criteria The custmer service standards prvided are evaluated and shrtfalls in service delivery are identified accrding t scenari given Actins prpsed t imprve service delivery are practical and are within the rganisatins plicies and prcedures fr maintaining and building custmer relatins Service standards meeting r exceeding custmer service expectatins are identified and prpsed actin t acknwledge staff perfrmance is practical and within rganisatinal plicies and prcedures and wuld encurage the staff members cncerned Exit Level Outcme 2 Assciated Assessment Criteria Manage stck levels Reprts n stck perfrmance are evaluated and prblem areas identified The quantities f stck rdered meet the expected sales f the stre and take int accunt stck n hand and utstanding rders Stck shrtages are identified and actins t btain stck are practical and within the rganisatins plicies and prcedures Excess and bslete stcks are identified and actins t reduce these stck levels are practical and within the rganisatins plicies and prcedures Exit Level Outcme 3 Manage retail chain stre peratins. Assciated Assessment Criteria Daily and weekly peratinal bjectives are allcated accrding t their imprtance, frequency and the time it is expected fr them t be cmpleted The scheduling f staff takes int accunt experience f the staff, legal wrking hurs and the time expected fr the tasks t be cmpleted and will result in all tasks being cmpleted n time. Operatinal plans are updated accrding t unexpected additinal tasks required and staff absenteeism and still ensure all tasks are cmpleted n time. Inadequate staff perfrmance is identified and tasks rescheduled t ensure they are cmpleted n time and within timeframes. Exit Level Outcme 4 Minimise shrinkage and lses in a retail chain stre Assciated Assessment Criteria Checklists develped will highlight all ptential areas f lss in the stre The use f the checklist highlights all areas f ptential lss in the given scenari Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 5 f 10

6 Actin plans develped t minimise shrinkage and lsses are practical, legal and within rganisatinal plicies and prcedures and wuld have the desired effect f minimising the chances f lsses ccurring. Exit Level Outcme 5 Plan t imprve the bttm line cntributin f a retail chain stre Assciated Assessment Criteria Stre reprts are analysed and key areas requiring actin are identified and priritised The prpsed actin plan t imprve the Grss Prfit f the stre is practical fr a chain stre envirnment and wuld have the desired effect f imprving the Grss Prfit The prpsed actin plan t reduce identified expenses requiring actin are practical fr a chain stre envirnment and wuld have the desired effect f reducing csts INTERNATIONAL COMPARABILITY An internet search shwed that this qualificatin culd be grund breaking in Suth Africa. Qualificatin fr Chain Stre Managers culd nt be fund. Retail Manager qualificatins were abundant, but these matched the existing Suth African Retail Stre Manager qualificatin at level 6 already apprved by the QCTO and SAQA. Managers training internally in chain stre envirnments g thrugh structured Trainee Manager Prgrammes at the retailer fr whm they wrk. This is the reality wrldwide, and Suth Africa is n exceptin. T the in-huse Trainee Manager s detriment, their training is nt recgnised as a natinal qualificatin. This affirms the need and appeal in Suth Africa fr a recgnised natinal qualificatin fr Retail Chain Stre Managers and, the establishment f this may be grund breaking. In rder t maintain their cmpetitive edge, natinal retailers were nt prepared t disclse details f their training but this qualificatin was matched t what they detailed in jb requirements and descriptins fund n the internet. Target Jbs United Kingdm (UK) Retail managers are respnsible fr every aspect f the day-t-day supervisin f retail utlets, including sales, staff, stck and resurces management. Typical respnsibilities f the jb include: Recruiting, training, supervising and appraising staff Managing budgets Maintaining statistical and financial recrds Planning Prmting and marketing the business Dealing with custmer queries and cmplaints Overseeing pricing and stck cntrl Maximising prfitability and meeting sales targets Ensuring cmpliance with health and safety legislatin Preparing prmtinal materials and displays Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 6 f 10

7 Being a stre manager yu will be part f a busy, dynamic envirnment that changes every day. Yur list f duties will be varied, ranging frm ensuring high levels f custmer service t reviewing security issues. Other jbs n yur t-d list will include: Reaching sales targets and increasing prfits Dealing with custmer service issues such as queries and cmplaints Interviewing and recruiting new staff Supervising departmental managers and rganising training Organising rtas and hlidays Overseeing stck cntrl and receiving rders Respnsibilities Stre Operatins Dealing with all mnetary aspects fr the stre. The stre s sales figures. This includes lking fr new ways t increase sales Imprve the efficiency f the team. Prmtins Maintaining security f the stre The manager is ften the last prt-f-call fr cmplaints. Human Resurces Recruitment and training f all new members f staff. Reslve prblems and ensure the smth running f the shp s team. Mtivating the team Schedule staff Retail Cuncil f Canada Their training prgramme cvers the fllwing; Prfessinalism: This mdule teaches the finer pints f acting and dressing prfessinally, and wrking in a team with thers. Custmer Service and Sales: Custmer service and sales g hand-in-hand. This mdule leads students thrugh the sales cycle: prviding in-stre custmer service, making the sale, clsing the sale, and prviding after-sales service. Inventry: This mdule explains hw sales assciates can expand their traditinal rles and cntribute t the mnitring and managing f inventry. Stre Appearance: This mdule teaches sales assciates hw t bst sales by imprving the stre appearance. Special attentin is paid t maintaining stck and prduct displays Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 7 f 10

8 Security and Safety: Sales assciates have an imprtant part t play in lss preventin. This mdule describes hw sales assciates can identify security threats and prevent lss. Cmmunicatin: This mdule teaches active listening skills, writing skills and ther cmmunicatin skills that sales assciates need in their day-t-day wrk. This mdule is wrthwhile fr sales assciates with all levels f experience. Natinal Retail Federatin United State f America (USA) This prfessinal certificatin validates knwledge in primary retail disciplines, including: Sales and custmer service; Merchandising; Human resurces; Operatins; Administrative and financial accuntability. Marks & Spenser United Kingdm We have filled ur stres with the affrdable luxury, must-have prducts ur custmers lve. Yur task will be t turn these int dynamic cmmercial grwth and an pprtunity t win ver custmers ld and new. Hitting sales targets will bviusly be imprtant. But it is abut mre than just the numbers. Knwing ur ranges inside ut and setting the highest pssible standards in service, yu will be an exceptinal leader t yur team and an inspiratin t yur custmers. The sheer scale f ur peratins makes retail management an entirely different prpsitin at M&S. It is nt unusual fr sme f ur departments t generate a multi-millin turnver and emply up t 25 peple. S whether yu re in charge f a Fd Hall r an entire Wmenswear department, it is likely that this will be a big departure frm what yu are used t. But that is the appeal f the rle. During the nine-mnth prgram, yu will receive in-depth training in Merchandising, Inventry Management, and Prductin and in three brands in ur prtfli. In each rtatin, yu will learn the inner wrkings f these critical prduct pipeline functins while cntributing t the teams. SAIT Plitechnic (Canada) Grcery Retail Management Certificate Cmmunicating Effectively Essential Supervisry Skills Financial Management Skills Operatins Management Managing Emplyee Perfrmance Sales and Service Managing Emplyee Relatins Jhn Lewis Partnership (United Kingdm) The Jhn Lewis apprenticeship prgramme features tw levels; the Mdern Apprenticeship Scheme, fr thse wh have left schl at the age f 16, and the Advanced Apprenticeship Scheme fr yung peple wh have already cmpleted their A-Levels. Bth are ne year prgrammes and if cmpleted successfully, Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 8 f 10

9 apprentices n the Mdern scheme will be rewarded the equivalent f five GCSEs and thse n the Advanced scheme, the equivalent f tw additinal A-levels. Waitrse run a similar scheme. The Waitrse apprenticeship scheme launched in Autumn 2012, t ffer a career pathway frm educatin t wrk fr peple with n r little wrk experience, as an alternative t traditinal educatin. At the end f the prgramme, apprentices are awarded an Intermediate Apprenticeship in Retail frm Skillsmart, the Skills Sectr Cuncil fr Retail. T achieve this, they gain qualificatins in three key areas - Technical, Knwledge, and Key Skills - all f which are achieved by n the jb training and learning and are accredited by the awarding bdy, City and Guilds. As well as cmpleting several qualificatins, apprentices gain valuable wrkplace experience and practical skills that can be applied bth in the retail sectr and elsewhere Primark United Kingdm The prgramme is designed t give real hands-n experience f hw a stre wrks and is brken dwn int these mdules: Sales flr - the sharp end f retail. All day-t-day aspects f where the custmer meets the prduct, including custmer service, staff management and merchandising. Merchandising - this is where yu get t knw the prducts, hw they're priced and hw they're sld. Includes in-stre displays and prmtins. Cash ffice yu will learn abut the prcesses and systems used t manage the cash taken in the stre and ensure its security. Stck rm training - this will include stck cntrl, gds inwards, and administratin. Human Resurce Management - Emplyee management and HR, health and safety and payrll prcedures This grund breaking Suth African Retail Chain Stre Manager qualificatin cvers all the abve aspects f all the abve qualificatins and jb requirements and will allw a qualified learner t qualify fr emplyment in any f these cuntries, while it als fits the needs and requirements f the industry in Suth Africa INTEGRATED ASSESSMENT Integrated frmative assessment: The skills develpment prvider will use the curriculum t guide them n the stipulated internal assessment criteria and weighting. They will als apply the scpe f practical skills and applied knwledge as stipulated by the internal assessment criteria. This frmative assessment leads t entrance int the integrated external summative assessment. Integrated summative assessment: An external integrated summative assessment, cnducted thrugh the relevant QCTO Assessment Quality Partner is required fr the issuing f this qualificatin. The external integrated summative assessment will fcus n the exit level utcmes and assciated assessment criteria. RECOGNITION OF PRIOR LEARNING (RPL) RPL fr access t the external integrated summative assessment: Accredited prviders and apprved wrkplaces must apply the internal assessment criteria specified in the related curriculum dcument t establish and cnfirm prir learning. Accredited prviders and wrkplaces must cnfirm prir learning by issuing a statement f result r certifying a wrk experience recrd. RPL fr access t the qualificatin: Accredited prviders and apprved wrkplaces may recgnise prir learning against the relevant access requirements Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 9 f 10

10 ARTICULATION: Hrizntal articulatin t: Occupatinal Certificate: Supply Chain Practitiner, Occupatinal Certificate: Retail Buyer Vertically articulatin t: Retail Stre Manager NQF Level 6. NOTES: Qualifying fr external assessment: In rder t qualify fr the external summative assessment, learners must have a cpy f a cmpleted and signed Statement f Wrk Experience as well as prf f successful cmpletin f the fllwing subjects and mdules r alternative prgrammes where applicable. Fundatinal learning cmpetence is NOT a pre-requisite fr the award f this qualificatin. Additinal legal r physical entry requirements: Nne Criteria fr the accreditatin f prviders Accreditatin f prviders will be dne against the criteria as reflected in the relevant curriculum n the QCTO website. The curriculum title and cde is: : Retail Chain Stre Manager This qualificatin encmpasses the fllwing trades as recrded n the NLRD: Nne Part Qualificatins Nne Occupatinal Certificate: Retail Manager - General (Retail Chain Stre Manager) Page 10 f 10