Store Operations

Organizational Structure

General Manager
CEO

Purchasing /
Operations Marketing Finance Production
Logistics HR Manager
Manager Manager Manager Manager
Manager

Store Personnels Controller Treasurer Supervisors Creative Staff

Market Purchasing Logistics

Press Relations
Researcher Personnels Personnel

Lilliput’s Organizational Diagram

Functions and Responsibilities

:: The General Manager / CEO will be in charge with the over-all management of the business.
He shall formulate the over-all policy, set goals, and plan for the company. Those below him will
have to increasingly focus on the details of his plans. He shall coordinate with the executive
officers to ensure the smooth operation of the business. This can be done through regular
meetings. Also, the General Manager shall be the major decision maker with ideas and
suggestions coming from top officers.
:: The Operations Manager is in charge of the over-all management of operations. He or she
also serves as the Store Manager of the first boutique. Also, the Operations Manager is
responsible for the overall operations of the boutique and is in charge of the store’s daily
operations and generation of monthly reports for the owners. These reports include inventory
levels, sales, utilities, compensation and other miscellaneous items. The manager is the
custodian of the boutique keys and is the one who would deposit sales in the bank. He or she is
tasked to make the staff’s schedule and compensate them. He or she is in charge of the store’s
displays, quality of merchandise, and promotions. Also, the Operations Manager acts as the
cashier when the cashier is off and would also, at times, assist the salesladies in dealing with
the customers. The Store Manager is the only one who could void or cancel a particular
transaction. He or She is also the one who would generate reports regarding tardiness and
absences. Moreover, he or she would be the first to solve problems of his store and employees
before these are escalated to higher authorities. Lastly, he or she would issue memos to tardy
employees and talk to them regarding the matter. During the growth stage of the business
where Lilliput will be having more than one branch, a distinct Store Manager directly reporting to
the Operations Manager, will be in-charge of handling the other stores.
General / Operations Manager
General Function: In charge of over-all management of the business.
Duties and Responsibilities:
• Formulates the over-all policy, set goals and plans for the company
• Conducts regular meetings with executive officers to discuss business issues
• Acts as primary decision maker on business matters
• Communicates status of the business to the Board of Directors and Owners
• Manages the store’s daily operations
• Makes monthly reports on inventory levels, sales, utilities and all other necessary items
concerning the store
• Deposits daily cash sales in the company’s bank account
 • Receives and records incoming merchandise delivered to the store
• Ensures that store personnel act according to company rules and policies
• Performs the necessary sanctions for sales clerk offenses (tardiness, absence etc.)
• Provides assistance to sales clerk in periods of high customer traffic
• Makes sure that plans for marketing the product within the store premises are executed
• Is the only person authorized to void transactions
:: The Marketing Manager takes care of all the marketing activities of the company. He or she
makes sure that the Lilliput brand will pop up in every petite woman’s mind every time they
plan to buy clothes. This way, the brand will have a greater chance in increasing its share of
wallet from consumers. The Press Relations Officer’s job is to take care of all the advertising
activities of the company and to see to it that the advertising messages are all aligned and
integrated. He or she is also the one in charge of promotion activities and sponsorship deals.
The Market Researcher will be the one who will study and investigate our closest competitors.
He or she will also forecast the appropriate pricing scheme and discounts in the future.
Moreover, the Market Researcher is the one who does the demand and supply forecast. Part of
his job also includes anticipating for possible market changes.
:: The Sales Staff is composed of the salesladies and the cashier. The salesladies attend to
customer needs. They are responsible for handling merchandise and assisting the customer.
They should always be alert and courteous in dealing with the customers. They are tasked to
arrange, maintain display items and assure the quality of merchandise. They will also generate
reports for the manager regarding inventory levels and what items the customers are always
looking for. The cashier is tasked with handling cash of the business. Only the cashier and the
manager can operate the cash register. The cashier must seek the manager’s assistance in
voiding a particular transaction. She must always give a receipt to every transaction that has
occurred. She is tasked on counting the day’s sales and giving them to the manager. She would
assist the manager in generating reports regarding the monthly sales. She should always stay at
the counter to secure the cash register.
Sales/ Marketing Manager
General Function: Takes care of product, pricing, place and promotional strategies in order for
W.I.T to gain a favorable share of the market.
Duties and Responsibilities:
• Formulates the marketing program ( marketing’s 4 P’s )
• Forecasts sales
• Determines the type of promotional activities
• Analyzes the marketing opportunities
• Studies the firm’s competitors, its suppliers and buyers
• Compares target sales vs. actual
• Monitors sales and expenses
• Evaluates the products market performance
• Determines the most appropriate medium to use to increase market awareness and
market preference
• Identifies the cost of advertising and promotional activities
• Estimates the growth in sales after executing the promotional program
• Performs cost-benefit analysis on promotional/ advertising expenditures and increased
sales expected as a result of such
Subordinate:
Sales Clerk
• Attends to customer within the store premises
• Responsible for executing quality service to customers
• In charge of arranging W.I.T merchandises on display and ensuring quality
• Maintains the cleanliness of the store
• Secures merchandise from theft, damage etc.
• Reports the items which customers frequently purchase and look for
• Replenishes items on shelf /display
:: The Finance Manager takes charge of the budgeting, capital appropriations and cost control.
Other responsibilities include credit management, forecasting funds, and allocation of dividends
and incentives. The Controller is in charge of making the financial reports and accounting
records while the Treasurer handles the bank accounts, billings and collections, payment to
suppliers and payrolls.
Finance Manager
General Function: Primarily concerned with investment and financing decisions
Duties and Responsibilities:
• Prepares the long-rage plans, capital budgeting decisions (expansion, replacement etc.)
and cost appropriations.
• Determines the financing mix and sources of funds appropriate for the needs of the firm.
• Coordinates with the accountant, accounting clerk and cashiers for updates on the firm’s
financial standing
Subordinates:
Accountant
• Handles bookkeeping
• Generates reports and documents to regulatory agencies
• Prepares Financial Statements
• Prepares payroll for employees
• Handles the receivables and payables account
• Performs secretarial duties
• Keeps record of sick leave, vacation leave, tardiness
Cashier
• Handles daily sales transactions
• Operates the cash register
• Seeks approval of Store Manager in voiding transactions
• Gives receipt to customer after every purchase
• Counts daily sales
• Assists manager in generating monthly sales report
• Stays and secure the cash register
• Is tasked to check money paid by customer for authenticity
:: The Purchasing Manager is in-charge of inventory control, make or buy decisions,
investments, supplier relations, contracting, leasing, scheduling, process specifications and
production control. The Purchasing Personnel handles centralized purchasing of raw
materials. He or she is also involved in materials handling and procurement. The Logistics
Manager works hand in hand with subcontractors. He or she is also in-charge of quality control
and plant supervision. Part of his job is taking care of the distribution, receiving and
warehousing. The Logistics Manager is assisted by a driver. The driver is tasked to procure and
deliver materials and stocks. Both the Purchasing and Logistics Personnel will be provided with
assistants upon branching out of Lilliput stores.
:: The Human Resources Manager is in-charge of recruitment and selection of employees,
regulating compensation, benefits and incentives, approval of loans, set hours of work,
vacations, leaves and termination. He or she shall also be in charge of planning recreation,
transfer and relocation of employees as well as training and development. The Supervisor is
the one directly reporting to the manager regarding employee absenteeism, complaints,
manpower utilization, and working conditions.
Human Resource Manager
General Function: Responsible for the recruitment, training, performance monitoring and
implementation of policies concerning the firm’s employees.
• Duties and Responsibilities:
• Administers recruitment of employees
• Assists in job analysis
• Conducts interviews to screen applicants
• Studies current wage levels in the industry and ensures compliance with government
laws on labor
 • Conducts performance appraisals
• In charge of training programs
• Employee counseling
• Implements personnel policies
:: The Production Manager is in-charge of the over-all production planning and control. He or
she works hand in hand with the Logistics Manager and subcontractors. The Production Manager
also provides product specifications, quality standards, and cost estimates. The Creative Staff
will consist of the pattern makers and the fashion designers. The fashion designer is tasked to
research on the latest trends. He or She will assess the market’s needs and conceptualize the
designs that will be made. The pattern maker is the one who will draft the patterns and
suggest on what materials will be utilized. He or She will estimate the cost of materials and
labor that will be used in a particular design. During the first two years of the operation, there
will be two pattern makers and two fashion designers as well. These numbers will continually
grow when the group deems it necessary.
Production Manager
General Function: Perform production planning and production control
Duties and Responsibilities:
• Makes the production budget and cost estimates
• Sets the work standards and quality specifications of materials
• Monitors the progress of production and cost variances
• Puts into place an inventory control system
• Supervises the over-all execution of production plans
• In charge of purchasing raw materials
• Ensures that the level of production meets the demand as specified by marketing
• Assigns work to production staff in advance
• Schedules production activities
• Ensures that products meet quality specifications
• Determines optimum amount of inventory for each input to production
• Determines how many shifts to operate
• Monitors the job of the production staff (shirt printers)
Product Designer
• Creates t-shirt print designs that will match the preferences of the market
• Coordinates with marketing in formulating the product design
• Submits proposed t-shirt designs and concepts to production manager and marketing
department
• Specifies the materials that would be needed to achieve the desired texture, color and
over-all appearance of the t-shirt prints
Qualifications
Since the business is just starting, the qualifications of the officers would be simple enough for
them to do their functions in the organization.
The Chief Executive officer
• Must be male/female and must be a graduate of any four-year business course and
should be knowledgeable in the apparel industry.
• Must possess excellent communication skills in both English and Filipino.
• The CEO must be elected by the Board of Directors and must have strong leadership and
decision-making skills.
• He or she must have the skill to create aggressive strategies that would benefit the
company as a whole for a long period of time.
The Operations Manager / Store Manager
• Must have an eye for fashion.
• Preferably graduated Bachelor’s degree in Business or Engineering and must possess
excellent communication skills both in English and Filipino.
• He/She must have strong leadership skills to manage his/her staff.
• The manager must also be customer-oriented and preferably has knowledge and
experience in clothing and retailing business. He/she must also be dynamic and
enthusiastic in meeting sales targets.
The Salesladies
• Must be 18-22 years old and must have attained at least 2 years of any college or
vocational course and must also possess good communication skills both in English and
Filipino.
• She must be willing to work in shifts and preferably must have experience in working in a
boutique for at least a year.
• Just like the manager, the salesladies must be customer-oriented and must have a
pleasing personality.
The Cashier
• Must be 18-22 years old and must have attained at least 2 years of any college or
vocational course and should possess good communication skills both in English and
Filipino.
• She must be knowledgeable in operating a cash register and must be worthy of trust in
handling finances. She must be willing to work in shifts and preferably must have
experience in working in a boutique for at least a year.
• The cashier must be customer-oriented and must have a pleasing personality.
The Marketing Manager
• Must be a graduate of any college course preferably marketing and must be familiar in
the apparel industry.
• He or She must be knowledgeable in advertising and promotions, consumer behavior and
must be updated with the latest trends in fashion.
• He or She must possess excellent communication skills and must be a team player.
The Press Relations Officer
• Must be a graduate of any college course preferably Business or mass communication.
• He or she must be familiar with public relations and events management and of course,
should have an excellent grasp of his communication and people skills.
The Marketing Researcher
• Must be a college graduate of any college course preferably business, engineering or
statistics.
• He or she must be knowledgeable in market research methods and consumer research
studies.
The Finance Manager and the Controller
• Must be a Certified Public Accountant.
• He or she must be familiar with investment management and analysis and must be keen
in details and would be willing to work long hours when needed.
• The treasurer must be a graduate of any business related course preferably finance or
economics and must be familiar with financing, loan and credit management.
The Purchasing Manager
• Must be a graduate of any Bachelor’s degree preferably in Business or Engineering.
• He or She must be knowledgeable in the apparel industry and must have existing
connections with suppliers.
• Also, the Purchasing Manager must be familiar with inventory management and product
evaluation. He or She must have excellent communication and negotiating skills.
The Logistics Manager
• Must be a graduate of any Bachelor’s degree preferably in Business or Engineering.
• He or She must be familiar with inventory management and must have good negotiating
and communication skills.
The Human Resource Manager
• Must be a graduate of Psychology or Business Administration.
• He or She must be knowledgeable in employee relations, training and in making
compensation packages.
• The HR Manager must have strong leadership qualities.
 • HR Supervisors should have a Bachelor’s degree in Psychology or other equivalent
courses.
The Production Manager
• Must have a Bachelor’s degree preferably in Engineering.
• He or She must have skills in product evaluation and quality assurance.
• The Creative Staff must have attained any Bachelor’s degree or vocational course.

Recruitment and Training

En Cima Inc. assumes that the incorporators themselves will occupy all top positions. The
company will hire additional people to fill up unoccupied positions. As for the lower level position
like the sales ladies, standard recruitment processes will be employed by the company.
Applicants must first submit a copy of their updated resume. The HR manager and supervisors
will go through the resumes and choose potential hires from the pool of applicants. All those
chosen are then scheduled for an interview. After the interview, the HR will evaluate which
applicant to hire. All newly hired applicants will be asked to submit an NBI, police, and Barangay
Clearance. They must also have their SSS numbers and must submit a medical certificate
stating that they are fit to work.
The newly hired personnel will undergo basic brand training for a week. This is to introduce
them to the products that Lilliput has to offer. In this training, they will also be briefed about the
company’s vision and mission, policies and guidelines, rules and regulation. During training,
they will be evaluated to make sure that they are prepared to take on their jobs.
Recruitment and Training
Top positions in the organization’s corporate structure will be occupied by the incorporators.
Recruitment for lower-level positions, such as that of our sales ladies will follow standard
processes.
The HR manager will handle the recruitment process and require applicants to submit their
resumes. Depending on the number of applications received, the HR manager can either
schedule all the applicants for an interview or select those who will be given interviews based
on their resume. After the interview, the HR manager will have to determine the applicants
most qualified for the position and refer them to the manager of the department for the final
decision on hiring. Newly hired personnel will be required to submit NBI, police and barangay
clearance as well as SSS numbers and a medical clearance.
One-week training will be conducted to familiarize personnel on the operations of the store as
well as the various aspects of the organization (mission/vision, policies and guidelines etc.).
They will also be given a reasonable sales quota to test their sales skills. Based on this training
session, the applicants will be evaluated on how well they can perform their tasks. Those
showing satisfactory performance will be asked to sign their contracts. This contract will be
renewed once every three months.
Compensation and Benefits
Since Lilliput is just starting, the compensation packages designed for the company would be a
lot smaller as compared to those that are already established. All employees of Lilliput will get
all benefits mandated by the Philippine government like the Social Security System (SSS)
contribution, PhilHealth, Pag-ibig Fund and ECOLA. All compensation benefits like holiday pay,
service incentive leaves and the like will be applied based on the rules and regulations
stipulated by the Labor Code of the Philippines.
All salaries are paid on the 15th and 30th of the month. The CEO will receive a monthly salary of
Php30,000 plus a share on the profits of the company. The Operations/ Store Manager will be
paid a salary of Php18,000. All other managers will be paid a salary of Php15,000. The fashion
designers, controller, treasurer, press relations officer and market researcher will be paid
Php12,000 each. The pattern maker will be compensated Php9,000, the salesladies Php8,000,
the cashier Php8,500 and the driver Php7,150. All salaries will increase after one year of
operations.
All top-level employees will be entitled to 2 days rest every week. Salesladies, cashiers and the
driver will be given 1 rest day a week. All employees will be allowed a sick leave of 5 working
days.
Compensation and Benefits
W.I.T, being a relatively small and new company, will establish an economical compensation
package for its employees. As mandated by the law, the company will give benefits such as
Social Security System (SSS) contribution, Pag-ibig Fund (Php100 a month), PhilHealth and
ECOLA. Other mandatory benefits like holiday pay, service incentive leaves and 13 th month pay
will also be provided. In addition, salaries will be paid every 15th and 30th of the month.
As for rest days, top-level employees will be entitled a two-day rest every week while sales
ladies, cashiers and driver will be given a one day. A sick leave of 5 days will also be enjoyed by
all employees every year.

Daily Operations
The call time for salesladies is at 9:30am. This will give them time to prepare and clean the
store for the customers. At exactly ten, the mall opens and so the store is expected to be open
for customers by then. There will be a total of three people manning the store, the Manager and
two salesladies. All of them will be working in shifts to avoid overstaffing and understaffing.
When a customer enters the store, the salesladies are expected to greet them with a smile. One
saleslady will assist one customer if possible. The cashier is stationed at the counter.
If traffic is high, the Manager will help in assisting the customers. Once a customer will make a
purchase, the cashier is expected to ask the customer if payment will be made in cash or card.
As soon as the customer hands the payment to the cashier, she should read out to the customer
the amount of the transaction and the payment she received. She should count the change out
loud to the customer. Tags must be removed from the merchandise. These tags will help keep
track of the items sold during the day. After payment, the items will be placed inside a paper
bag and the cashier should thank the customer. This way the buyer will recognize Lilliput to be a
boutique that has warm and courteous employees.
During lunchtime, the employees will take turns at having lunch. The same policy applies to 30-
minute coffee breaks. If there is no customer to assist, the salesladies are expected to clean the
place and fix clothes on display. The store closes at 8:30pm. Before leaving, the store must be
cleaned and the cash must be balanced by the cashier. The cash for the day will be handed to
the store manager who will, in turn, deposit it in the bank. If, for any reason, the cash is not
balanced then it should immediately be reported to the manager.
Daily Operations
Store people, the store manager and sales ladies, must arrive at the store at least 30 minutes
before the opening hour of the mall. This will be done in order to prepare the store before
customers start to arrive. During this period, the store should be cleaned; displays should be
fixed and all necessary preparations should be done. Shift schedules will be established to
ensure that the store has enough people to man the store.
During periods wherein customer traffic is high, the manager should also assist in the
operations. As part of the company’s standard operating procedure, the cashier should say out
loud the amount given by the customer and the change handed out. Courtesy and an
atmosphere of warmth and friendliness should always be practiced by store personnel. The tags
of the items should also be removed for sales monitoring purposes.
To avoid the lack of manpower within the store, personnel will have alternate lunch breaks.
During periods where there is minimal customer traffic, the sales clerk should use the time
cleaning the store and arranging merchandise on display. The store will close on the same time
that the mall premises does. At the end of each store operation, the cashier must check the
cash register and reconcile this with the actual cash on hand, any discrepancy should be
immediately reported to the manager. The cash will be kept at the vault kept inside the store
and deposited by the store manager first thing in the morning the next day.
Scheduling
Scheduling is one of the most important tasks of store management, yet it is often one of the
most neglected. Many Store Managers simply repeat the same schedule each week, neglecting
to analyze changes in store traffic
For Lilliput, Store Staff on the opening shift are required to report thirty minutes before the
scheduled opening time while those in the closing shift are extended thirty minutes after closing
time. This is to provide ample time for cleaning, stock replenishment and cash wrap counter
preparation.
Sample Weekly Schedule
 Mon Tue Wed Thu Fri Sat Sun
Store Manager O OC DO DO C C C
Sales Staff 1 DO O O O O O O
Sales Staff 2 O DO C C O O O

Time In Lunch Snacks Time Out

12:30-
O – Opening 9:30am 4:00-4:30pm 6:30pm
1:30pm
C – Closing 12:30pm 1:30-2:30pm 4:30-6:00pm 9:30pm
OC – 12:30-
9:30am 4:00-4:30pm 9:30pm
Opening/Closing 1:30pm
Policies on Tardiness and Absences
All employees will be required to be at the boutique at 9:30AM. They would be considered late if
they come 15 minutes after the call time. Any fraction after that, they will be considered under
time and there would be a corresponding deduction from their pay. An overtime cannot offset an
under time. An employee will only be allowed to be late for a maximum of three times per
month. Should they exceed, a memo will be issued to call their attention.
In the event that they would absent themselves from work, they must call before or within the
hour of their shift to inform the manager of their absence. All Employees will only be allowed a
maximum of one absence every month. Should the maximum be reached, a memo will be
issued to call their attention. An absence without leave will be considered a serious offense. A
memo will be issued upon returning to work.
Policies on Tardiness and Absences
Employees must report for duty at least 30 minutes before the opening hour of the mall.
Reporting 10 minutes after the call time will be considered as late and will be subject to a salary
deduction. A maximum of three absences will be tolerated for a month. Employees are obliged
to give notice to their superiors if they will not be able to report for work so that the necessary
adjustment can be made. Sales clerks must strictly adhere to this rule since a reliever will be
necessary to fill up the temporary vacancy.
Uniform and Dress Code
The store managers and all store staff will be provided with official uniforms. Uniforms will vary
and will depend on the season and budget. These employees are expected to wear their
uniforms at all times. The store staff will enjoy free uniform privileges. The prescribed color and
style of shoes will be provided by the employee themselves. Stockings shall be worn when the
uniform consists of skirt. Female staff should maintain their hairstyles neatly combed and make-
ups should be appropriate for daywear and theme of the season. Accessories should be
minimized. Body marks, including tattoos, body paints or stickers are not allowed.
Uniform Rule
The company will provide uniforms for all store personnel and thus, they are expected to wear
them at all times during their shift. Employees not in uniform will not be allowed to render
service to customers and will be subject to penalties. The sales clerks must always look
presentable. Wearing make-ups will be required but excessive accessories are not encouraged.