1. Occupation & Qualification Mapping in the Indian Retail Sector A People Factor Study for World Bank

2. BACKGROUND Occupation and Qualification Mapping in the Indian Retail Sector

3. Retail Sector in India Occupation and Qualification Mapping in the Indian Retail Sector Retail sector has been divided into seven key sub-segments, based on their uniqueness and needed skills: Value Retail Consumer Durable & Information Technology Café /Restaurant Lifestyle Wellness and Drugs Clothing and Fashion

4. Rationale of the Study The study was conducted to complete an in depth analysis of Retail sector in terms of: Major players Employability needs Qualifications of employees Professional courses offered across various institutions Mapping skills and competencies to narrow down skill gap Help build a framework for requisite skills at various levels and roles. Occupation and Qualification Mapping in the Indian Retail Sector

5. OBJECTIVES AND METHODOLOGY Occupation and Qualification Mapping in the Indian Retail Sector

6. Objectives of the Study Occupation and Qualification Mapping in the Indian Retail Sector This research study was aimed to meet the following objectives: Identify and describe various occupational roles available in organized retail. Describe job responsibilities, skills and competencies required by incumbents to be successful on the job. Identify the levels of qualifications for specific occupational roles.

7. Objectives of the Study (Contd.) Occupation and Qualification Mapping in the Indian Retail Sector Identify various formal and informal courses and industrial training programs available to fulfil the demands of jobs in the retail sector. Detail out current courses and programs and analyse the gaps between skill programs available and skills required Identify the career path available in an organization and their corresponding qualifications.

8. Research Approach Occupation and Qualification Mapping in the Indian Retail Sector The research approach applied was: Desktop Review Exploratory Interviews to finalize the data collection tools From Organizations From Educational/Training Institutes Data CollectionCoding & Mapping Gaps Analysis and other related Trend Analysis Recommendations

9. Final list of participating organizations in each retail sector segment was: Participant Organizations Sub-SegmentsBrand Value Retail Cash & Carry Clothing and Fashion Health and Wellness Lifestyle Café and Restaurant CDIT Occupation and Qualification Mapping in the Indian Retail Sector

10. Final list of sampled institutes was: Sampled Institutes Universities 1.Guru Nanak Dev University (GNDU) 2.Indira Gandhi National Open University (IGNOU) Public Institutes 3.Institute of Hotel Management, Pusa (IHM, Pusa) 4.National Institute of Open Schooling (NIOS) Public Private Partnership Institutes 5.iSTAR 6.Indian Institute of Skill Development (IISD) 7.Edubridge 8.Empower 9.Gras Academy 10.Laqsh 11.Indian Institute of Job Training (IIJT) 12.Managerial Excellence Resource Centre (MERC) Occupation and Qualification Mapping in the Indian Retail Sector

11. Sampled Institutes (Contd.) Private Institutes 13.Pearl Academy of Fashion (PAF) 14.CII Institute of Logistics 15.Livelihood Advancement Business School (LABS) 16.Indian Retail School (IRS) 17.National Institute of Retail Management (NIRM) 18.Future Innoversity 19.Centum Learning 20.Retail Association of India (RAI) Industrial Training Institutes 21.Industrial Training Institute, Chandigarh 22.Industrial Training Institute, Bhuj 23.Industrial Training Institute, Gandhidham 24.Industrial Training Institute, Dharampur 25.Industrial Training Institute, Nangal Occupation and Qualification Mapping in the Indian Retail Sector

12. Qualification levels sampled within each institute were: Courses Sampled Entry level Lower Secondary education Senior secondary education CertificateDiploma Bachelors degree Masters degree Occupation and Qualification Mapping in the Indian Retail Sector

13. RESULTS OF THE STUDY

14. Job Clusters Occupation and Qualification Mapping in the Indian Retail Sector Quite a few jobs within the retail sector across sub-segments are similar in nature. These jobs similar to one another were clubbed together in Job Clusters.

15. Identified Job Clusters in Retail Sector Occupation and Qualification Mapping in the Indian Retail Sector The identified job clusters in retail sector were: Product / Range Finalization ProcurementLogistics & SCM Warehouse Store Operations ProductionDeliveryQuality Control Service Support (Call Centre)

16. Functional Level and Roles Occupation and Qualification Mapping in the Indian Retail Sector Various job clusters have many roles based on seniority or role complexity or specialty of skills required to perform the role. To classify roles, similar levels of seniority and complexity were clubbed together and five levels emerged.

17. Identified Functional Levels and Roles Occupation and Qualification Mapping in the Indian Retail Sector Functional levels that emerged on basis of seniority and complexity: LevelDescription Level 1All trainees, contractual staff, executives, and associates, stewards, commi 3/2 Level 2All senior executives, team leaders, supervisors, floor managers, senior associates, senior stewards, commi 1, senior pharmacists, cashiers etc. Level 3All the asst. managers, shift managers, captains, chef- de- partie etc. Level 4All the managers Level 5Most positions handling multiple stores, warehouses, restaurants etc. like area managers, cluster managers, general managers

18. Identified Functional Levels and Roles Occupation and Qualification Mapping in the Indian Retail Sector As per the qualifications, skills and competencies required for the levels, it was seen that the level 2 & 3 had a lot of overlap. Hence the job/ role descriptions within each job cluster were divided into four levels: Entry Level- Level 1 Junior Management- Level 2 & 3 Middle Management- Level 4 Senior Management- Level 5

19. Cluster-Wise Career Paths and Identified Skill Gaps Occupation and Qualification Mapping in the Indian Retail Sector

20. Career Paths Occupation and Qualification Mapping in the Indian Retail Sector Job requirements were defined for various levels across sub-segments Based on these job requirements, career paths were defined for new entrants Sometimes roles allowed movement across job clusters, this cross- functional movement has also been captured Career paths also defined the knowledge, skills and experience required to move to next level

21. Skill Mapping Occupation and Qualification Mapping in the Indian Retail Sector Development of detailed job requirements, was followed by mapping the job requirements for entry-level jobs to course curriculum offered at various institutes This Requirements-Curriculum mapping was used to identify the skill gap

22. Cluster-Wise Career Paths & Skill Gaps Occupation and Qualification Mapping in the Indian Retail Sector The following slides would provide cluster-wise career paths and skill gaps identified across retail segments starting with Product/ Range Finalization Product / Range Finalization ProcurementLogistics & SCM Warehouse Store OperationsProductionDeliveryQuality Control Service Support (Call Centre)

23. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

24. Occupation and Qualification Mapping in the Indian Retail Sector Career Paths In Product/Range Finalization Qualification: Pursuing Graduation/ Graduate Work Experience: 1-7 Years Key Knowledge, Abilities & Aptitude: - Leadership - Planning & Organizing Qualification: 10 th or 12 th Pass Work Experience: 0-1 Years Key Knowledge, Abilities & Aptitude: - Sales & Service Aptitude - Communication Skills & Language Ability Qualification: For Clothing & Fashion and Lifestyle: Graduation in specific field Work Experience: 7-8 Years Qualification: For Clothing & Fashion: Graduate in specific Work Experience: 12-15Years Qualification: Graduate in Specific Field Work Experience: 4-8 Years Key Knowledge, Abilities & Aptitude: - Aptitude for Research and Analysis - Influencing and Negotiation Skills - Artistic Aptitude, Spatial Perception and Knowledge of Fabric (For Fashion,Clothing and Lifestyle) Qualification: Graduation in Specific Field Key Knowledge, Abilities & Aptitude: Product Category Knowledge Trainee/Buyer (Level 1) Supervisor/ Asst. Manager (Level 2 & 3) Executive (Range Finalization) (Level 2&3) Manager (Range Finalization) (Level 4) General Manager: Region (Level 5) Supervisor/ Asst. Manager (Level 2 & 3) Assistant (Level 1) Procurement FunctionStore Operations * Previous work experience in Retail Sales / Procurement / Range Finalising is required for job in Product/ Range Finalization

25. Occupation and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

26. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

27. Occupation and Qualification Mapping in the Indian Retail Sector Career Paths In Procurement Qualification: MBA (SCM/ Operations) Work Experience: 12-20 Years Qualification: Graduate in Specific Field Work Experience: 4-8 Years Key Knowledge, Abilities & Aptitude: - Aptitude for Research and Analysis - Influencing and Negotiation Skills - Artistic Aptitude, Spatial Perception and Knowledge of Fabric (For Fashion & Clothing and Lifestyle) Qualification: 12 th + Computer Certification Key Knowledge, Abilities & Aptitude: Fine Dexterity Allocators*Executive: Warehouse (Level 1) Qualification: Graduation in Specific Field Key Knowledge, Abilities & Aptitude: Product Category Knowledge Trainee/Buyer (Level 1) Qualification: Graduate Work Experience: 4-8 Years Key Knowledge, Ability & Aptitude: Sales and Service Aptitude Artistic Aptitude and Spatial Perception Leadership Planning and Organizing Supervisor/ Asst. Manager (Level 2 & 3) Supervisor/ Asst. Mgr. (Store Ops.) (Level 2 & 3) Executive (Range Finalization) (Level 2&3) Sr. Buyer/ Manager (Level 4) Head/ General Manager (Level 5) Qualification: For Clothing & Fashion and Lifestyle: Graduation in specific field For All Others: Graduation in Specific Field + MBA (SCM/ Operations) Work Experience: 5-15 Years * Allocators do not have a linear growth in Procurement and generally, move to Warehousing activities

28. Occupation and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

29. Occupation and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level (Contd.) * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

30. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

31. Qualification: Post-Graduate in Business Administration (SCM/ Operations) Work Experience: 5-10 Years Key Knowledge, Abilities & Aptitude: Commercial Acumen Qualification: For all other segments: Graduation For Café & Restaurant segment: Post- Graduation in Business Administration (SCM/ Operations) Work Experience: 2-5 years Key Knowledge, Abilities & Aptitude: Aptitude for Research and Analysis Leadership Problem Solving Ability Occupation and Qualification Mapping in the Indian Retail Sector Career Paths In Logistics and SCM Qualification: For all other segments: Pursuing Graduation/ Graduation For Café & Restaurant segment: Graduation in Business Administration (SCM/ Operations) Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: For all segments: Clerical Ability Manual Ability Math Ability Planning and Organizing For Café & Restaurant: Knowledge of cold chain SCM Executive (Level1) Supervisor/ Asst, Manager (Level 2 & 3) Manager (Level 4) Head (Level 5) Qualification: Post-Graduation in Business Administration (SCM/ Operations) Work Experience: 8-15 Years

32. Occupation and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

33. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

34. Qualification: -For all other segments: Pursuing Graduation/ Graduation - For Café & Restaurant Segment: MBA (SCM/ Operations) Work Experience: 0-1 Years Key Knowledge, Abilities & Aptitude: For all segments: -Clerical Ability --Manual Ability -Math Ability -Planning and Organizing For Café & Restaurant: -Knowledge of Cold Chain SCM Qualification: Graduate/ Post- Graduate Work Experience: 5-10 Years Key Knowledge, Ability & Aptitude: -Eye for Detail -Problem Solving and Grievance Handling Ability Qualification: Graduate Work Experience: 2-5 Years Key Knowledge, Abilities & Aptitude: - Leadership - Planning and Organizing Qualification: 10 th / 12 th Pass Work Experience: 0-1 Years Key Knowledge, Ability & Aptitude: Sales and Service Aptitude Communication Skills and Language Ability Qualification: 10 th / 12 th Pass/ Pursuing Graduation Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: Clerical Ability Manual Ability Math Ability Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Warehouse Operations Contractual Employee Executive (Level 1) Sales Assistant (Level 1) (Job includes cashiering, Sales & Receiving) Allocators : Procurement (Level 1) Warehouse Manager (Level 4) Executive: Logistics (Level 1) Supervisor/ Asst. Store Operations (Level 2 & 3)

35. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

36. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

37. Qualification: Graduate (Commerce) Work Experience: 2-7 Years of Cashiering Experience Qualification: Pursuing Graduation/ Graduation Work Experience: 1-7 Years Key Knowledge, Abilities & Aptitude: -Fine Dexterity -Math Ability Qualification: Graduate Work Experience: 5-10 Years Key Knowledge, Ability & Aptitude: - Artistic Aptitude and Spatial Perception - Aptitude for Research and Analysis -Problem Solving and Grievance Handling Ability Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Store Operations Qualification: Pursuing Graduation/ Graduate Work Experience: 1-7Years Key Knowledge, Abilities & Aptitude: - Leadership - Planning and Organizing Qualification: 10 th / 12 th Pass Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: Sales & Service Aptitude Communication Skills & Language Ability Qualification: Graduation in Specific Field Work Experience: 1-3 Years Key Knowledge, Ability & Aptitude: For Fashion & Clothing and Lifestyle: Artistic Aptitude, Spatial Perception and Knowledge of Fabric Contractual Employee (Housekeeping) Sales Assistant (Level 1) (Job includes cashiering, Sales & Receiving) Buyer (Level 2&3) Cashier (Level 2) Store Manager (Level 4) Head Cashier/ Cashier Cum Accountant/ Store Accountant (Level 2) Supervisor/ Asst. Store Operations (Level 2 & 3) Contractual Employee (Security) Qualification: MBA (Retail/ Any) Work Experience: 8+ Years Area Manager (Level 5) Executive: Product/ Range Finalization (Level 2&3)

38. Qualification: Pursuing Graduation/ Graduate Work Experience: 3-7 Years Key Knowledge, Ability & Aptitude: - Leadership - Planning and Organizing Qualification: 10 th / 12 th Pass Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: Navigational Skills Manual Ability Math Ability Service Attitude Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Café & Restaurant Qualification: Graduate Work Experience: 5-10 Years Key Knowledge, Ability & Aptitude: - Eye for Detail - Problem Solving and Grievance Handling Ability Qualification: Pursuing Graduation/ Graduate Work Experience: 1-7Years Key Knowledge, Abilities & Aptitude: - Leadership - Planning and Organizing Qualification: 10 th / 12 th Pass Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: Clerical Ability Manual Ability Math Ability Qualification: Graduate in Hospitality/ Food Production Work Experience: 10-14 Years Key Knowledge, Abilities & Aptitudes: - Eye for detail - Problem Solving Ability Qualification: Graduate in Hospitality/ Food Production Work Experience: 6-10 Years Key Knowledge, Abilities & Aptitudes: -Leadership - Planning and Organizing Qualification: None/ 10th Work Experience: 0-1 Years Key Knowledge, Abilities & Aptitude: - Dexterity - Can work under pressure Trainee (Production) Stewards (Level 1) Delivery Supervisor (Level 2&3) Commi (Level 1) Chief Cook/ Chef De Parte (Level 2 & 3) Supervisor/ Asst. Cafe Operations (Level 2 & 3) Trainee (Service) Delivery Taker (Level 1) Trainee (Delivery) Outlet Chef (Level 4) Qualification: Graduate in Hospitality/ Food Production Work Experience: 14 +Years Key Knowledge, Abilities & Aptitudes: - Commercial Aptitude Area Chef (Level 5) Cafe Manager (Level 4) Qualification: Graduate Work Experience: 8+ Years Area Manager (Level 5)

39. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

40. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level ( Cashiering) * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

41. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

42. Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Production (Café & Restaurant) Qualification: Graduate in Hospitality/ Food Production Work Experience: 10-14 Years Key Knowledge, Abilities & Aptitudes: - Eye for detail - Problem Solving Ability Qualification: Graduate in Hospitality/ Food Production Work Experience: 6-10 Years Key Knowledge, Abilities & Aptitudes: -Leadership - Planning and Organizing Qualification: None/ 10th Work Experience: 0-1 Years Key Knowledge, Abilities & Aptitude: - Dexterity - Can work under pressure Trainee (Production) Commi (Level 1) Chief Cook/ Chef De Parte (Level 2 & 3) Outlet Chef (Level 4) Qualification: Graduate in Hospitality/ Food Production Work Experience: 14 +Years Key Knowledge, Abilities & Aptitudes: - Commercial Aptitude Area Chef (Level 5)

43. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

44. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

45. Qualification: Pursuing Graduation/ Graduate Work Experience: 3-7 Years Key Knowledge, Ability & Aptitude: - Leadership - Planning and Organizing Qualification: 10 th / 12 th Pass Work Experience: 0-1 years Key Knowledge, Abilities & Aptitude: Navigational Skills Manual Ability Math Ability Service Attitude Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Café & Restaurant Delivery Supervisor (Level 2&3) Delivery Taker (Level 1) Trainee (Delivery)

46. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

47. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

48. Qualification: - For Café & Restaurant: Post-Graduation in Food Technology Work Experience: 4-8+Years Qualification: - For Café & Restaurant: Post Graduation in Food Technology Work Experience: 1-5 Years Key Knowledge, Abilities & Aptitudes: - Leadership - Planning and Organizing Qualification: -For all segments: Graduate in Specific Field - For Café & Restaurant: Post Graduation in Food Technology Key Knowledge, Abilities & Aptitudes: - Product Category Knowledge - Industry Specific Quality Processes/ Standards - Aptitude for Research and Analysis Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Quality Control Executive: QA (Level 1) Sr. Executive (Level 2&3) Quality Manager (Level 5)

49. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

50. Occupation and Qualification Mapping in the Indian Retail Sector Product / Range Finalization Procurement Logistics & SCM Warehouse Store Operations ProductionDelivery Quality Control Service Support (Call Centre)

51. Qualification: Pursuing Graduation/ Graduate Work Experience: 2-4 Years Key Knowledge, Abilities & Aptitudes: - Leadership - Planning and Organizing - Problem Solving and Grievance Handling Ability Qualification: Pursuing Graduation/ Graduate Work Experience: 1-2 years Key Knowledge, Abilities & Aptitudes: - Sales and Service Aptitude - Communication Skills and Language Ability - Dexterity Occupational and Qualification Mapping in the Indian Retail Sector Career Paths In Service Support Associate (Level 1) Supervisor (Level 2)

52. Occupational and Qualification Mapping in the Indian Retail Sector Skill Gaps Identified for Entry-Level * All competencies are developed only through training programs in-house in organizations. These are not catered to at the institutes. ** At the time of hiring, most organizations assess the aptitudes listed. However, there is no system of assessing aptitude at any stage of academics.

53. Key Recommendations Occupation and Qualification Mapping in the Indian Retail Sector

54. Key Recommendations Occupational and Qualification Mapping in the Indian Retail Sector Identity Cards should be issued for students eligible for getting hired in the retail sector. Aptitude testing at the 8 th or 10 th class level would help people identify certificate courses they could take up.

55. Key Recommendations Occupational and Qualification Mapping in the Indian Retail Sector Short certificate courses for specific fields in the retail sector such as: Entry Level Jobs in Warehouse Operations Entry Level Jobs in Store (shops/ retail outlets)Operations Entry Level Jobs in Café & Restaurant Operations Entry Level Jobs in Production (Cooking) in Café & Restaurant Operations Entry Level Jobs in Home Delivery Operations Entry Level Jobs in Service Support (Call Centre) Operations