Course Introduction

Digital transformation is hitting the retail world in a big way; changing the way shoppers shop and retailers sell. Many businesses have moved from a single channel retail approach to adopting a multi-channel approach. While having multiple channels bring about more business opportunities, to ensure the delivery of a seamless customer experience across channels, it also gives rise to new challenges in the operation of internal processes, resource allocation as well as manpower management.

This module seeks to empower Sales/Brand Supervisors with a good understanding of the impact of digital transformation on the retail landscape and the benefits of implementing resource planning and service operations to adapt to future-ready practices. They will also learn the skills of reviewing and assessing resource allocation at different points of the service value chain to address and manage service operations pain-points.

Topics covered include:

1. The impact of digital transformation on the retail landscape

2. The value of resource planning and service operations for a multi-channel retail approach

3. Resource planning for service operations

4. Service operation management and implementation