g norms and execution of themes and pl QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL SECTOR: RETAIL SUB-SECTOR: RETAIL BUSINESS

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1 kk* g norms and execution of themes and pl QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL NSQC Clearance on N.A OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding A-703/704, Sagar Tech Plaza, 7th floor, Andheri Kurla Road, Sakinaka, Andheri (east), Mumbai Tel: /1/2/3/4/5 james.raphael@rasci.in 1 P a g e Contents 1. Introduction and Contacts.. [Page 1] 2. Qualifications Pack...[Page 2] 3. Glossary of Key Terms [Page 3] 4. OS Units....[Page 4] 5. Annexure:Nomenclature for QP & OS. [Page 46] 6. Assessment Criteria.[Page 48] Qualifications Pack- Business Enhancer/Multichannel Retailer SECTOR: RETAIL SUB-SECTOR: RETAIL BUSINESS OCCUPATION: CONSUMER SALES REFERENCE ID: RAS/Q 0204 ALIGNED TO: NCO-2015/ Introduction Business Enhancer/Multichannel Retailer Individual in this position is also known as omni channel business owner. Incase of direct selling, the individual is responsible for selling of goods & services to consumers away from the fixed retail outlet, generally in their homes or at workplace Brief Job Description: Individuals in this position often run high profitability organisations that own their facilities and equipment Personal Attributes: The individual needs to be physically fit to be able to fulfil tasks efficiently and be mentally balanced to be able to motivate self and team to deal with unexpected situations, if any. He/she should also have business accumen, distributed management skills, people management skills and sales and marketing skills and customer service skills

2 Qualifications Pack For Business Enhancer/Multichannel Retailer Job Details Qualifications Pack Code RAS/Q 0204 Job Role Business Enhancer/Multichannel Retailer Credits(NSQF) TBD Version number 1.0 Sector Retail Drafted on 31/03/2016 Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/2019 NSQC Clearance on 19/12/2018 Job Role Role Description NSQF level Minimum Educational Qualifications Maximum Educational Qualifications Training (Suggested but not mandatory) Minimum Job Entry Age Experience Applicable National Occupational Standards (NOS) Performance Criteria Business Enhancer/Multichannel Retailer Individuals in this position must first spot a market or a commercial opportunity, to be turned into a marketable product or service. Apart from the business owner, the employees also come in contact with the customers 7 10 th Standard Pass Not applicable Risk Management, People Management, Marketing and Business Development, Leadership Skills 18 years Certified across any NSQF level 6 role or 1 year experience in any NSQF level 6 role Compulsory: 1. RAS / N0222 Establish legal, statutory and risk management requirements for business 2. RAS / N0215 Manage financial operations through robust accounting systems 3. RAS / N0223 Manage business to achieve operational excellence 4. RAS / N0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability 5. RAS / N0225 Effectively manage customer experience 6. RAS / N0226 Manage human resources 7. RAS / N0227 Demonstrate leadership behaviour to achieve organizational objectives 8. RAS / N0228 Operate within ethical business environment 9. RAS / N0229 Fulfil duties and obligations towards the society Optional: NA As described in the relevant OS units 2

3 Qualifications Pack For Business Enhancer/Multichannel Retailer Definitions Acronyms Keywords /Terms Core / Generic Skills National Occupational Standards Description Job Role Knowledge & Understanding Occupation Occupational Standards (OS) Organizational Context Performance Criteria Qualification Pack Qualification Pack Code Scope Sector Technical Knowledge Keywords /Terms NA Description Core Skills or Generic Skills are a group of skills that are essential to perform activities and tasks defined for the job role. NOS are Occupational Standards, which have been endorsed and agreed to by the Industry Leaders for various roles. Description is a short summary of the relevant content Job role defines a unique set of functions that together form a unique employment opportunity in an organization Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard Occupation is a set of job roles, which perform similar/related set of functions in an industry OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. They are applicable in the Indian and global context. Organizational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility Performance Criteria are statements that together specify the standard of performance required when carrying out a task Qualifications Pack comprises the set of OS, together with the educational, training another criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. Qualifications Pack Code is a unique reference code that identifies a Qualifications pack. Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required. Sector is a conglomeration of different business operations having similar Businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests Technical Knowledge is the specialized knowledge needed to accomplish specific designated responsibilities. Description NA 3

4 RAS/ N 0222 Establish legal, statutory and risk management requirements for business Overview This unit is about ensuring implementation of statutory compliances, policies and procedures for managing one s business. 4 P a g e

5 RAS/ N 0222 Establish legal, statutory and risk management requirements for business National Occupational Standard Unit Code RAS / N 0222 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Determine legal structure of the business Liaison and interact with local corporations and government bodies for smooth conduct of business Establish legal, statutory and risk management requirements for business This unit deals in sub tasks that lead to ensuring implementation of statutory compliances, laws, policies and procedures for managing a business. This unit/task covers the following: Determine legal structure of business for smooth conduct of business Liaison and interact with local corporations and government bodies for smooth conduct of business Ensure statutory compliances, quality norms with respect to manufacturing and selling of products and services Ensure overall hygiene factors and safety hazards (HSS), update self and team on handling of goods, equipment, hazardous material to improve safety conditions at workplace Ensure implementation of security procedures with respect to monetary transactions This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. determine legal options for the most suitable type of business structure PC2. determine legal rights and responsibilities of the business to ensure business is adequately protected under legal and legislative provisions PC3. confer with relevant business partners, business principles, franchisors and funders to inform final decision regarding business structure PC4. seek legal and accounting expertise as required to inform final decision regarding business structure PC5. liaison with key officials of local corporations and government bodies that have a bearing on the particular business PC6. interact and maintain relationships with the key persons to ensure smooth functioning of business 5 P a g e

6 RAS/ N 0222 Establish legal, statutory and risk management requirements for business Secure rights to products and services Ensure statutory compliances, quality norms with respect to manufacturing and selling of products and services Ensure compliance of parties undertaking business transactions Ensure overall hygiene factors and safety hazards, update self and team on handling of goods, equipment, hazardous material to improve safety conditions at workplace Ensure implementation of security procedures with respect to monetary transactions Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) PC7. secure information on purchase rights to products and services and ensure full understanding of their implications PC8. establish cost of procurement rights to products and services, including ongoing financial planning PC9. determine brand ownership and protection rights PC10. secure contractual procurement rights to provide optimal conditions for procurement of products and services PC11. ensure that shops and establishments follow policies and procedures that have a bearing on the business PC12. ensure recording of errors and exceptions and conduct personal checks on such records to reduce such instances PC13. understand the concept of minimising losses and maximising gains by ensuring quality of goods PC14. determine legal rules relating to ownership of assets and intellectual property PC15. apply legal rules relating to the transfer of risk PC16. design and issue warranties in compliance with relevant legislation PC17. ensure insurance for business operations and products complies with relevant legislation PC18. determine legal remedies and enforcement options available for the resolution of disputes PC19. ensure implementation of processes involved in the business PC20. ensure checks and balances to prevent hazards and risks involved in the process PC21. ensure implementation of procedures to handle emergencies and mitigate risks PC22. describe to the team about possible fraudulent activities PC23. ensure improvement of processes to minimise losses due to errors and fraudulent activities The user/individual on the job needs to know and understand: KA1. local corporations/authorities that have a bearing on the particular business process KA2. policies and procedures that have a bearing on the particular business process KA3. legal formalities applicable for the particular business KA4. required team capability to ensure relevant functions 6 P a g e

7 RAS/ N 0222 B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills Establish legal, statutory and risk management requirements for business The user/individual on the job needs to know and understand: KB1. knowledge of the processes involved in the business KB2. hazards and risks involved in the business KB3. quality norms relevant to the business/processes/services Writing Skills The user/ individual on the job needs to know and understand how to: SA1. complete legal documentation accurately SA2. collate legal data when required Reading Skills 7 P a g e SA3. read information accurately SA4. read and interpret data sheets Oral Communication (Listening and Speaking skills) SA5. use gestures or simple words to communicate where language barriers exist SA6. use questioning to minimise misunderstandings SA7. display courteous and helpful behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents SB3. schedule daily activities and draw up priorities; allocate start times and completion timelines Customer Centricity SB4. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer data SB8. break down complex problems into single and manageable components

8 RAS/ N 0222 Establish legal, statutory and risk management requirements for business within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 8 P a g e

9 RAS/ N 0222 Establish legal, statutory and risk management requirements for business NOS Version Control NOS Code RAS / N 0222 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

10 RAS/ N 0215 Manage financial operations through robust accouting systems Overview This unit is about understanding and implementation of financial activities critical to business. 10 P a g e

11 RAS/ N 0215 Manage financial operations through robust accounting systems National Occupational Standard Unit Code RAS / N 0215 Unit Title (Task) Description Manage financial operations through robust accounting systems This unit is about understanding and implementation of financial activities critical to business. Scope This unit/task covers : Prepare and manage financial budget Maintain Profit and Loss Accounts Negotiate and generate credit from vendors/suppliers Raise additional funds for business expansion Implement security procedures with respect to monetary transactions Prepare and control Sales Budgets Implement Accounting Systems for record keeping control costs Performance Criteria(PC) w.r.t. the Scope Element Prepare and manage financial budget Maintain Profit and Loss Accounts and business accounting systems Take measures to control costs This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. describe business policy and procedures in regard to preparation of budget or target figures PC2. present proposed budgets or targets accurately and concisely to the concerned stakeholders PC3. negotiate necessary changes to agreed budget allocations if necessary PC4. monitor income and expenditure and maintain expenditure within budget targets according to business policy PC5. take prompt corrective action where significant deviations from budget occur PC6. enforce budget audit mechanisms and compliance requirements PC7. ensure team ability to conduct basic accounting tasks, creating and maintaining reports PC8. build team ability to analyse sources of profits and causes of losses as reflected in the reports PC9. ensure implementation of checks to prevent monetary losses due to fraudulent activities PC10. monitor and maintain business systems for recording sales figures, revenue, personnel and payroll information, and expenditure PC11. implement cost reduction measures according to business policy and procedures PC12. encourage team members to actively control costs in their areas of responsibility PC13. implement recommendations for improving cost reduction or communicate to the team 11 P a g e

12 RAS/ N 0215 Negotiate and generate credit from vendors/suppliers Raise additional funds for business expansion Establish trading terms for the business Knowledge and Understanding (K) A. Organizational Context(Knowledg e of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills Manage financial operations through robust accounting systems PC14. describe the business cycle from accounting point of view PC15. calculate credit amount, credit period, break-even point and payment schedules PC16. define vendor credit cycle to ensure smooth borrowing process PC17. negotiate to arrive at the most profitable vendor relationship for the organization and finalise credit cycle PC18. identify credit sources for business expansion PC19. describe the terms and conditions of sources offering credit PC20. identify risks involved in each of sources be considered PC21. select suitable source of credit PC22. define processes for approving trading terms PC23. establish supplier trading terms PC24. define business customer/direct customer trading terms PC25. approve trading terms according to business policy and procedures The user/individual on the job needs to know and understand: KA1. organization financial status KA2. shareholder expectation KA3. investment mix KA4. business expansion plans KA5. reporting forms and formats of the organization The user/individual on the job needs to know and understand: KB1. elements, specific to business, that need to be considered for budgeting and accounting KB2. risks management while expanding business KB3. systems that enable timely collection, management and processing of information Writing Skills The user/ individual on the job needs to know and understand how to: SA1. complete accounting / financial documentation accurately SA2. maintain accurate and up-to-date records of resource allocation and usage according to company guidelines SA3. complete records of budget performance and expenditure and report according to company procedures and guidelines Reading Skills SA4. read information accurately SA5. assess and interpret information on costs and resource allocation 12 P a g e

13 RAS/ N 0215 Manage financial operations through robust accounting systems Oral Communication (Listening and Speaking skills) SA6. use gestures or simple words to communicate where language barriers exist SA7. use questioning to minimise misunderstandings SA8. display courteous and helpful behaviour at all times B. Professional Skills Decision Making SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents SB3. schedule daily activities and draw up priorities; allocate start times, estimate completion times, materials, equipment and assistance required for completion Customer Centricity SB4. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to how to: SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer financial data SB8. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 13 P a g e

14 RAS/ N 0215 Manage financial operations through robust accounting systems NOS Version Control NOS Code RAS / N 0215 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

15 RAS/ N 0223 Manage business to achieve operational excellence Overview This unit is about managing business in the most efficient manner. 15 P a g e

16 National Occupational Standard RAS/ N 0223 Manage business to achieve operational excellence Unit Code RAS / N 0223 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Drive operational excellence Manage e-commerce solutions Manage business to achieve operational excellence This unit is about business management activities. This unit/task covers the following: Drive Operational excellence Execute project proposals and relevant paper work Manage e-commerce solutions This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. understand similar businesses PC2. drive the team to collect and compile relevant market data needed to plan business offerings PC3. analyse compiled market data to identify need and plan assortment accordingly PC4. ensure effective inventory management with implementation of re-order mechanism quantity and lead time as defined in store/organization processes PC5. minimise losses from ageing/damaged/expired stock PC6. determine operational costs and set targets and sales figures to maximise profits PC7. negotiate and generate credit from vendors/suppliers PC8. plan for contingencies in case of deviations PC9. ensure optimum utilisation of resources in daily operations PC10. ensure the required precautions are taken and timely maintenance of equipment PC11. ensure team updations on new technology that can improve efficiencies and reduce risks PC12. ensure team competence on using of equipment relevant to business PC13. ensure insurance and safekeeping of all goods and properties involved in the business PC14. identify technologies relevant to e-commerce solutions PC15. determine capabilities and limitations of the internet PC16. determine impact and use of websites PC17. determine e-commerce solutions for compliance to business outcomes and customer requirements PC18. monitor e-commerce system for ability to meet peak demands PC19. collect and review strategic data on ongoing effectiveness of e-commerce solutions PC20. ensure modifications or customisation of e-commerce systems to meet 16 P a g e

17 RAS/ N 0223 Manage business to achieve operational excellence changing internal or external customer demands Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills 17 P a g e The user/individual on the job needs to know and understand: KA1. similar businesses and their highs and lows KA2. possible business risks KA3. market study KA4. inventory management The user/individual on the job needs to know and understand: KB1. integration of technology to retail processes KB2. proposal evaluation KB3. project planning KB4. contingency management Writing Skills B. Professional Skills Decision Making The user/ individual on the job needs to know and understand how to: SA1. write intelligibly SA2. maintain accurate and up-to-date records of resource allocation and usage according to company guidelines SA3. complete records of budget performance and expenditure and report according to company procedures and guidelines Reading Skills SA4. read and understand business planning documents SA5. read and understand risk-assessment documents Oral Communication (Listening and Speaking skills) SA6. explain documents related to own business SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving SB4. identify problems immediately and take up solutions quickly to resolve

18 RAS/ N 0223 Manage business to achieve operational excellence delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret data and take a call on future operations Critical Thinking SB7. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 18 P a g e

19 RAS/ N 0223 Manage business to achieve operational excellence NOS Version Control NOS Code RAS / N 0223 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

20 RAS/ N 0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability Overview This unit is about ensuring that products, prices and promotions are in harmony and work together to augment sales and profitability. 20 P a g e

21 RAS/ N 0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability National Occupational Standard Unit Code RAS / N 0224 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Conduct market analysis to identify need and plan assortment/stocks accordingly Effective inventory and sales management Knowledge of Product /services and promotions 21 P a g e Ensure product, pricing and promotions are in harmony to augment sales and profitability This unit deals in activities that help in augmenting sales and profitability with the help of appropriate products, prices and promotions. This unit/task covers the following: Customer need identification Effective inventory and sales management Product knowledge and promotions Manage Brands online Pricing policies This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. identify target audience/ consumer profile PC2. identify buying patterns and analyse sales data to define assortments and modify them as per trends observed PC3. understand competitors/other players/ substitute products PC4. determine means to forecast demands on inventory PC5. describe the importance for monitoring market trends and technology changes as part of managing inventory demands PC6. determine inventory/procuring capacity and ensure required inventory is on hand as per demand PC7. monitor stock levels and maintain at required levels PC8. calculate and assess operational costs, profits and margins PC9. define targets for self and team to achieve business gains PC10. match logistics of delivery to inventory supply requirements PC11. take steps to prevent inventory losses and plan for contingencies in case of stockout PC12. understand product/s involved in the business PC13. describe market trend with respect to sales patterns of related products PC14. describe related products and possible opportunities with respect to upselling, cross selling, expansion of business etc. PC15. ensure quality check of products/services to maintain quality and conform to statutory quality requirements PC16. analyse addition/deletion of product lines to maximise profits and minimise losses PC17. identify the most effective channels of promotions for the target group and achieve maximum success by getting relevant promotional events executed

22 RAS/ N 0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability Manage retail brands online Pricing policy Knowledge and Understanding (K) A. Organizational Context(Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills 22 P a g e PC18. optimise the use of social media to achieve maximum reach and penetration PC19. establish strategic fit of brand online features with business purpose PC20. integrate online and other brand management strategies PC21. determine online consumer attitudes to brand PC22. determine comparative advantage of brand over competitors in an online environment PC23. determine methods to communicate the brand in an online form PC24. set indicators for measuring ongoing brand value and success PC25. ensure team competence in selling/servicing of products/services being sold at optimum costs and with minimum wastages/losses PC26. price products to achieve organisation goals and enhance profitability The user/individual on the job needs to know and understand: KA1. company and competition KA2. pricing policy and the working for the same KA3. promotional history of the organization KA4. management of inventory and sales The user/individual on the job needs to know and understand: KB1. pricing and promotions across the industry KB2. current market conditions Writing Skills The user/ individual on the job needs to know and understand how to: SA1. create and document pricing policies SA2. ideate promotional themes and events Reading Skills SA3. read and understand relevant schemes and policies Oral Communication (Listening and Speaking skills) SA4. explain relevant schemes and policies to teams and partners B. Professional Skills Decision Making SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents

23 RAS/ N 0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB5. identify problems immediately and take up solutions quickly to resolve delays SB6. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB7. interpret and infer market data SB8. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 23 P a g e

24 RAS/ N 0224 Ensure product, pricing and promotions are in harmony to augment sales and profitability NOS Version Control NOS Code RAS / N 0224 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

25 RAS/ N 0225 Effectively manage customer experience Overview This unit is about enhancing customer satisfaction by identifying and meeting needs and building relationships with customers. 25 P a g e

26 RAS/ N 0225 Effectively manage customer experience National Occupational Standard Unit Code RAS / N 0225 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Enhancing customer satisfaction by identifying need and desire Build strong relationships and network Communicate with customers using technologies Knowledge and understanding (k) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge 26 P a g e Effectively manage customer experience This unit deals in sub tasks that ensure enhancing customer satisfaction by identifying needs and building relationships with customers such that customers are not lost. This unit/task covers the following: Enhancing customer satisfaction by identifying need and desire Build strong relationships and network Communicate with customers using technologies This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. identify target customers and understand their need and desire PC2. identify possible options to satisfy customer needs PC3. present options in an attractive manner that are mutually beneficial in nature PC4. describe the concept of building relationships with customers to generate referrals PC5. collect feedback to improvise to increase business returns and reach PC6. ensure on-time delivery service fulfilment PC7. ensure implementation of customer loyalty programs like vouchers, promotions PC8. identify procedures and test operation of technologies and associated applications in line with nature of customer contact PC9. gather and apply feedback from relevant staff on operation of technologies PC10. explain the benefits of communication using technologies relevant to customers PC11. collect required customer data for communication using technologies PC12. process customer data according to workplace procedures PC13. apply suggested improvements to improve customer communications The user/individual on the job needs to know and understand: KA1. target customer KA2. customer s expectation of products and service levels KA3. service fulfillment commitments and standards KA4. customer loyalty programs like vouchers, promotions The user/individual on the job needs to know and understand: KB1. how to build customer referrals

27 RAS/ N 0225 Skills (S) [Optional] A. Core Skills/ Generic Skills KB2. KB3. KB4. Effectively manage customer experience Writing Skills technology platform for customer customer communication how to build schemes for existing customers and attract new customers current schemes run by similar organizations The user/ individual on the job needs to know and understand how to: SA1. record data relevant to customer service SA2. complete statutory documents relevant to service levels Reading Skills B. Professional Skills Decision Making SA3. read and understand data relevant to customer service SA4. read and understand statutory documents relevant to service levels Oral Communication (Listening and Speaking skills) SA5. explain service details if and when required SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB4. identify problems immediately and take up solutions quickly to resolve delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret and infer data SB7. break down complex problems into single and manageable components within his/her area of work 27 P a g e

28 RAS/ N 0225 Effectively manage customer experience Critical Thinking The individual on the job needs to know and understand how to: SB8. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 28 P a g e

29 RAS/ N 0225 Effectively manage customer experience NOS Version Control NOS Code RAS / N 0225 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

30 RAS/ N 0226 Manage human resources Overview This unit is about manpower planning, building and retaining a capable team for the organization. 30 P a g e

31 RAS/ N 0226 Manage human resources National Occupational Standard Unit Code RAS / N 0226 Unit Title (Task) Description Scope Manage human resources Performance Criteria(PC) w.r.t. the Scope Element Effective management of the human resources This unit deals in sub tasks that are about assessing, recruiting, training and retaining adequate and appropriate manpower. This unit/task deals in effective management of the human resources This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. PC2. PC3. Knowledge and Understanding (K) A. Organizational Context(Knowledge of the company / organization and its processes) B. Technical Knowledge ensure conformance to procedures for interviewing, hiring, evaluating and preparing job description for new employees ensure employee connect, offer career prospects, communicate organizational goals and objectives and congratulate on success ensure training and development of team in a manner that benefits organization and also fulfils personal objectives The user/individual on the job needs to know and understand: KA1. manpower requirement KA2. training needs KA3. employee engagement needs KA4. HR policies The user/individual on the job needs to know and understand: KB1. industry norms for manpower engagement KB2. essential statutory compliances Skills (S) [Optional] A. Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. document manpower-related requirements and create/change/amend policies Reading Skills SA2. read and understand manpower-related requirements and created/changed/amended policies Oral Communication (Listening and Speaking skills) 31 P a g e

32 RAS/ N 0226 Manage human resources SA3. explain manpower-related requirements and created/changed/amended policies SA4. conduct training and other such interventions for team B. Professional Skills Decision Making SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB4. identify problems immediately and take up solutions quickly to resolve delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret and infer data SB7. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB8. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 32 P a g e

33 RAS/ N 0227 RAS/N 0226 Demonstrate leadership behaviour to achieve Manage human resources organizational objectives NOS Version Control NOS Code RAS / N 0226 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

34 RAS/ N 0227 Demonstrate leadership behaviour to achieve organizational objectives Overview This unit is about leadership skills to ensure effective team management. 34 P a g e

35 RAS/ N 0227 Demonstrate leadership behaviour to achieve organizational objectives National Occupational Standard Unit Code RAS / N 0227 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Motivate self to enhance and grow his/her business Display creativity and innovation for sustenance and business growth Demonstrate leadership behaviour to achieve organizational objectives This unit deals in sub tasks that are about leadership skills to ensure effective team management. This unit/task covers the following: Motivation to staff and appraisal Display creativity and innovation for sustenance and business growth Lead team This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. PC2. PC3. PC4. PC5. PC6. PC7. understand entrepreneurial thinking and perspective participate in workshops, seminars and engage with other successful business owners drive self-development through available mediums identify and get certifications in related line of business identify opportunities and create solutions to face uncertainties keep self-updated to be able to expand business in other fields/line of business as desired improvise methods so as to improve efficiencies Lead team PC8. lead team by communicating team objectives PC9. direct the organization and motivate team to seek defined objective enthusiastically Knowledge and Understanding (K) A. Organizational Context(Knowledge of the company / organization and its processes) B. Technical Knowledge The user/individual on the job needs to know and understand: KA1. success stories in the related field KA2. innovations in the relevant product/service KA3. team motivators The user/individual on the job needs to know and understand: KB1. strengths, weakness, opportunity of and threat to self and own organization 35 P a g e

36 RAS/ N 0227 Demonstrate leadership behaviour to achieve organizational objectives Skills (S) [Optional] A. Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. record innovation made SA2. chronicle success stories SA3. make a milestone-based growth chart Reading Skills B. Professional Skills Decision Making SA4. read and understand chronicles and success stories SA5. read and understand self/other growth chart Oral Communication (Listening and Speaking skills) SA6. explain plans and programs to prospective investors/partners SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB4. identify problems immediately and take up solutions quickly to resolve delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret and infer data SB7. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB8. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 36 P a g e

37 RAS/ N 0227 Demonstrate leadership behaviour to achieve organizational objectives NOS Version Control NOS Code RAS / N 0227 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

38 RAS/ N 0228 Operate within ethical business environment Overview This unit is about ensuring ethics in all the activities of the organization. 38 P a g e

39 RAS/ N 0228 Operate within ethical business environment National Occupational Standard Unit Code RAS / N 0228 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Code of Ethics Defining the executive board Operate within ethical business environment This unit deals in sub tasks that define the Dos and Don ts of the organization in order to ensure ethics at work. This unit/task covers the following: Code of Ethics Defining the executive board This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. PC2. PC3. PC4. PC5. list guidelines and policies to define behavior and interactions with stakeholders ensure code of ethics is followed adhere to ethical standards and deal fairly, honestly and responsibly with all stakeholders ensure members in the board who can add value to the retail enterprise ensure that broader interests of the society are also taken care of Knowledge and Understanding (K) A. Organizational Context(Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills 39 P a g e The user/individual on the job needs to know and understand: KA1. processes and their ethical interpretation KA2. current practices from ethical point of view KA3. improvements and amendments that could be made from ethical point of view The user/individual on the job needs to know and understand: KB1. standard practices and requirements KB2. assessment of individuals to be included as board members Writing Skills The user/ individual on the job needs to know and understand how to: SA1. record policies SA2. record irregularities and actions taken thereof Reading Skills SA3. read and understand records related to ethical or unethical transactions SA4. read and understand case studies of other organizations

40 RAS/ N 0228 Operate within ethical business environment B. Professional Skills Decision Making Oral Communication (Listening and Speaking skills) SA5. explain plans and programs to team SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB4. identify problems immediately and take up solutions quickly to resolve delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret and infer data SB7. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB8. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 40 P a g e

41 RAS/ N 0228 Operate within ethical business environment NOS Version Control NOS Code RAS / N 0228 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

42 RAS/ N 0229 Fulfil duties and obligations towards the society Overview This unit is about the responsibilities that a leader should take to ensure that the organization fulfils its duties towards the society. 42 P a g e

43 RAS/ N 0229 Fulfil duties and obligations towards the society National Occupational Standard Unit Code RAS / N 0229 Unit Title (Task) Description Scope Performance Criteria(PC) w.r.t. the Scope Element Taking social responsibility Fulfil duties and obligations towards the Society This unit deals in sub tasks that are about fulfilling duties and obligations towards the society. This unit/task deals in ways and methods of taking social responsibility This role is specific to improving the efficiencies of a Business Enhancer/Multichannel Retailer. Performance Criteria To be competent, the user/individual on the job must be able to PC1. PC2. PC3. Knowledge and Understanding (K) A. Organizational Context(Knowledge of the company / organization and its processes) B. Technical Knowledge Skills (S) [Optional] A. Core Skills/ Generic Skills ensure that enterprise does not endanger a community or society define the operations and policies so as to be mutually beneficial to the enterprise and the society execute some initiatives that contribute to community development The user/individual on the job needs to know and understand: KA1. functions of the organization that could have an impact on the society KA2. role that the organization could play to improve the society The user/individual on the job needs to know and understand: KB1. activities that other organizations and similar organizations are conducting for betterment of society Writing Skills The user/ individual on the job needs to know and understand how to: SA1. record innovation made SA2. record impact of activities undertaken Reading Skills SA3. read and understand relevant case studies SA4. read and understand relevant reports Oral Communication (Listening and Speaking skills) SA5. explain plans and programs to team members, employees and prospective investors/partners 43 P a g e

44 RAS/ N 0229 Fulfil duties and obligations towards the society B. Professional Skills Decision Making SB1. make appropriate decisions regarding the responsibilities of the job role Plan and Organize SB2. plan and organize service feedback files/documents Customer Centricity SB3. build customer relationships and use customer centric approach Problem Solving The individual on the job needs to know and understand how to: SB4. identify problems immediately and take up solutions quickly to resolve delays SB5. think through the problem, evaluate the possible solution(s) and adopt an optimum /best possible solution(s) Analytical Thinking SB6. interpret and infer data SB7. break down complex problems into single and manageable components within his/her area of work Critical Thinking The individual on the job needs to know and understand how to: SB8. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to thought and action 44 P a g e

45 RAS/ N 0229 Fulfil duties and obligations towards the society NOS Version Control NOS Code RAS / N 0229 Credits (NSQF) TBD Version number 1.0 Industry Retail Drafted on 31/03/2016 Industry Sub-sector Retail Business Last reviewed on 31/07/2016 Occupation Consumer Sales Next review date 01/08/ P a g e

46 Qualifications Pack For Business Enhancer/Multichannel Retailer Annexure Nomenclature for QP and NOS Qualifications Pack 9 characters [ABC]/ Q 0101 [Insert 3 letter code for SSC] Q denoting Qualifications Pack QP number (2 numbers) Occuptaion (2 numbers) Occupational Standard An example of NOS with N 9 characters [ABC] / N 0101 [Insert 3 letter code for SSC] N denoting National Occupational Standard OS number (2 numbers) Occuptaion (2 numbers) Back to top 46

47 Qualifications Pack For Business Enhancer/Multichannel Retailer The following acronyms/codes have been used in the nomenclature above: Sub-sector Range of Occupation numbers Retail Operations Retail Business Ecommerce - Category Management Retail Ecommerce-Supply Chain & Logistics FMCG Generic Occupation Sequence Description Example Three letters Industry name RAS Slash / / Next letter Whether QP or NOS Q or N Next two numbers Occupation code 01 Next two numbers OS number 01 47

48 Qualifications Qualifications Pack For Pack Business For Medium Enhancer/Multichannel Scale Entrepreneur Retailer CRITERIA FOR ASSESSMENT OF TRAINEES Job Role Business Enhancer/Multichannel Retailer Qualification Pack RAS/Q0204 Sector Skill Council Retail Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria 5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS 6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the balance NOS's to pass the Qualification Pack Assessment outcomes Assessment Criteria for outcomes Total Mark Out Of Marks Allocation Skills Theory Practical 1. RAS/N0222 (Establish legal, statutory and risk management requirements for business) PC1. determine legal options for the most suitable type of business structure PC2. determine legal rights and responsibilities of the business to ensure business is adequately protected under legal and legislative provisions PC3. confer with relevant business partners, business principles, franchisors and funders to inform final decision regarding business structure PC4. seek legal and accounting expertise as required to inform final decision regarding business structure PC5. liaison with key officials of local corporations and government bodies that have a bearing on the particular business PC6. interact and maintain relationships with the key persons to ensure smooth functioning of business PC7. secure information on purchase rights to products and services and ensure full understanding of their implications