Shopper's Stop Limited - Securities and Exchange Board of India

We are one of the first Indian retailers to use external research agencies to track Employee Satisfaction
scores. We also participated with Walker International in one of its world wide researches that links
customer satisfaction with employee satisfaction.
Measurement of Vendor Satisfaction
We have also completed our first vendor satisfaction study covering all our trade vendors,
conducted by IMRB (an affiliated of CSMM Walker International). This will be an annual study
and will help us monitor our vendors’ satisfaction level and their commitment and loyalty to us
through the Partner Satisfaction Index.
We have also instituted awards for our vendors called ‘Pinnacle Awards’ for the top performing
partners in various categories.
Technology
We are a technology oriented organization and use information systems extensively across our
operations, to enable us to optimally benefit from our systems and processes.
Our focus on technology dates back to the time we started business, even whilst we were a single store
company. Since then, we have remained abreast of the developments in IT usage in the retail sector
globally and have progressively introduced new software solutions across various functions.
Beginning with a computerized cash memo in our first store in 1991, to use of FoxPro for operations &
accounting and eventually, implementation of a complete ERP from JDA, we have gradually extended the
use of technology in our various areas of operations.
Most of our critical functions such as Supply Chain, Operations, Finance & Accounts, Customer Loyalty
Program & Human Resources are linked through a computer network. This has enabled us to reduce our
time to market and respond to the changing customer requirements. This has also helped us reduce our
costs of operations through both, reduction in wastages and missed opportunities as well as a
consequent reduction of the overall costs of operations.
Our IT Backbone
Our entire organization is networked and connected with the 15 stores and 4 Distribution Centers
(warehouses) linked up to the Services Office through high speed leased line. We have almost 225 point
of sales machines and over 400 desktops or laptops connected to 25 servers spread across our different
locations, through leased lines and Integrated Services Digital Network (ISDN).
We have data and network security systems in place with HCL COMNET managing the same. We have
deployed some external third party packaged software solutions (from some of the leading global
vendors), while some of the software systems have been developed in house.
We continue to invest in IT systems to upgrade the same to be able to better serve our requirements and
enhance our operational efficiencies.
Functional Area Software Used Year
installed
Merchandising Buying,
product ordering, Receipt
confirmation, Stock transfer,
Inventory Management, Sales
Management, Markdown,
Auto replenishment,
Merchandise event
management
Internal communication Lotus Notes &
Online Chat
61
Comments
JDA ERP 1999 JDA is one of the leading ERP systems
used by many retailers for multiple
business models in regards to retailing.
The system is fully integrated and
takes care of the Supply chain from a
manufacturer to the end customer by
using back-end and front-end systems
like MMS (Merchandise Management
System) & WinDSS (Windows
Distributed Stores Systems).
1999 One of the first installation of Lotus
Notes Release 5
Financial Accounting Oracle Financials 2000 Completely integrated with our retail
ERP- MMS, allows us to get online
integrated financials.