FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

CHAPTER 1 1.0 INTRODUCTION In retail industry beside concern about relationship with customers, there have one more important thing that the retailers need to concern in their retail outlet which is safety environment in their outlet. For the retail industry safety environment is also one of the factors that must be aware by each employer and employee to make the outlet always in safety environment. Even they are doing their business that more focusing on their merchandise but they are also must focusing in safety of their outlet. So they can increase in quality of their services and contributing to customers satisfaction.

1.1

BACKGROUND OF STUDY Retail industry is a sector of the economy that is comprised of individuals and companies engaged in the selling of finished products to end users, not for resale, but for use and consumption by the purchaser. The retail transaction is at the end of the supply chain. Manufacturers sell large quantities of products to retailers, and retailers sell small quantities of those products to consumers. Retailers sometimes do not take Heath & Safety seriously because a store does not seem to pose a great deal of risk to people. Many retail operators (and customers) have narrowly missed injury from falling stock, poorly arranged displays, or dangerous signs and shelf displays. To many other people, those risks have resulted in an injury or accident. Under occupational health and safety legislation, the employer and all staff have a responsibility to ensure safety in the workplace. As a supervisor or team leader they have specific obligations to ensure that their team is trained to work safely. If the legislation is breached it can lead to serious penalties a large fines or even imprisonment for the retailers. Where the outlets failed to 1

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

control the safety environment problem, it will effect to the performance of production or service. Otherwise, safety environment problem will effect to customer satisfaction and reputation for the outlets. Without any concern from management about this problem, it means that the outlets not able and achieve customer satisfactions.

Worlds Top 15 Retailers Rank Country of Origin Name of Company Formats Retail Sales In 2001 (US$ MILLIONS) 217799 Countries of operation

US

Walmart

France

Carrefour

Discount, Hypermarket, Supermarket, Superstore,W arehouse Cash&Carry, Convenience, Discount, Hypermarket, Supermarket

61565

Netherlands

Royal Ahold

Cash&Carry, Discount, Drug, Convenience, Hypermarket, Specialty, Supermarket

57976

Argentina,Brazil,Can ada,China, Germany,Mexico, Puerto Rico, S.Korea,UK,US Argentina, Belgium,Brazil, Chile,China, Columbia,Czech Rep,France, Dominican Repub,Greece, Indonesia,Italy, Japan,Madagascar, Malaysia,Mauritius, Mexico,Morocco, Oman,Poland, Portugal,QatarRoma nia,Singapore, Slovakia,Spain, South Korea, Switzerland,Taiwan, Thailand,Turkey, UAE. Argentina,Brazil, Chile, Costa Rica,Czech Rep,Denmark, Equador, El Salvador,Estonia, Guatemala, 2

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

Honduras, Indonesia,Latvia, Lithuania,Malaysia, Netherlands,Nicarag ua, Norway,Paraguay, Peru,Poland, Portugal,Slovakia, Spain,Sweden, Thailand,US

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

4 5

US US

Home Depot Kroger

DIY,Speciality Convenience, Discount, Speciality, Supermarket, Warehouse Cash&Carry, Department, DIY, Hypermarket, Specialty, Superstore

53553 50098

Canada,Mexico,Puert o Rico,US US

Germany

Metro AG

43357

7 8 9 10 11 12

US US US US UK US

Target Albertsons Kmart Sears Safeway Costco

Department, Discount Drug, Supermarket, Warehouse Discount, Superstore Department, Mail Order, Specialty Supermarket Warehouse

49355 37931 36151 35843 34301 34137

Austria, Belgium, Bulgaria, China, Croatia, Czech Rep, Denmark, France, Germany, Greece, Hungary, India, Italy, Japan, Luxembourg, Morocco, Netherlands, Poland, Portugal, Romania, Russia, Slovakia, Spain, Switzerland, Turkey, UK, Ukraine, Vietnam US US US Canada, Puerto Rico, US UK, US, Canada Canada, Japan, Mexico, PuertoRico, S.Korea, Taiwan, UK, US Czech Rep, Hungary, Malaysia, Poland, Rep.of.Ireland, Thailand, S.Korea, Slovakia Taiwan, Thailand, UK, US Brazil, Mexico, Puerto Rico,US

13

UK

Tesco

Convenience, Department, Hypermarket, Supermarket, Superstore, Specialty Department, Drug, Mail Order

33614

14

US

JCPenney

32004

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

15

Germany

Aldi Einkauf

Discount

31310

Austria, Australia, Belgium, Denmark, France, Germany, Luxembourg, Netherlands, Rep.Of.I Ireland, Spain, UK, US.

Source: 2003 Global Retail Report, Deloitte Touche Tohmatsu

1.2

PROBLEM STATEMENT From experience during shopping at one of the retail store in Malaysia, there having a problem regarding safety environment in the outlet. Which is one of the customers in the retail outlet was being a victim of the theft. The incident was happened in the outlet. Even the outlet have the guard at the entrance of the outlet this incident also was happened. The researcher wants to identify about the safety environment problem and to know the awareness of safety environment problem that occurs during operations in the retail outlet. From this problem it is important for the researcher to make a study on this issue because the researcher want to know whether the retailers are awareness about safety environment in the retail outlets and customers satisfaction towards the retail outlet in practicing in the safety environment in the outlets. The purpose of safety environment management is to reduce the adverse effects of breakdown and to maximize the customers satisfaction at minimum safety problems in the retail outlets. So that, the researcher want to give some opinions and solutions for helping industries to safety environment problem and at the same time can improve performance and operations at retail outlets.

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

1.3

OBJECTIVE OF STUDY

1.4

SIGNIFICANT OF STUDY 1.4.1 The Retail Industry Besides that, if we look the significant to the industry, this study will give some useful information and feedback as regards to the safety environment problem in Retail Industry. Retailers also will know how to improve their safety environment in order to achieve customer satisfaction that lead to the service quality achievement. From this study, retailers can understand more about the important of safety environment to reduce complaint from customers. 1.4.2 The Researcher It is a benefit to the researchers to this study because it will give an experience and knowledge on how to conduct a proper research. It also purposeful in preparation some guideline as to make it beneficial to the researchers in the future needs. This study is also significant to the researchers because it fulfill the requirement of practical training for Bachelor of Business Administration (Hons) Retail Management course. 1.4.3 University

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

This study will be use for reference and information for students. Students and lecturers can have an extra knowledge on information provided by the researcher. 1.5 THEORETICAL FRAMEWORK As stated by Sekaran (2007), theoretical framework is logically developed, described and explained network of associates among variables of interest to the researcher. Dependant variable is the interest topic that researcher want to study and investigate. Meanwhile, independent variables are variables that influence or explained the dependent variable. This theoretical framework is important in order to provide information on how the variables should be operationalized and measured as well as how the research design and sample should be selected. A theory also serves as a foundation on which the researcher can organize and interpret the findings. Figure 1.0 shows the theoretical framework that explained the relationship between dependent and independent variables of study.

DEPENDENT VARIABLE

INDEPENDENT VARIABLE

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

CCTV INSTALLATION

SECURITY GUARD

CUSTOMER SATISFACTION

Figure 1.1:The theoretical framework that explained the relationship between dependent and independent variables of study.

1.5.1

DEPENDENT VARIABLE 1.5.1.1

1.5.2

INDEPENDENT VARIABLE 1.5.2.1 1.5.2.2 1.5.2.3

1.6

RESEARCH QUESTION 8

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

1.7

HYPHOTESIS

1.8

SCOPE OF STUDY The research is conducted to focus on the safety environment in retail industry. This research includes the awareness of the safety environment by retailers in the outlet. The respondents are the customers and staff who working at retail outlets. The research is conducted in November 2009 to April 2009. For completion of this study, the

researchers will use questionnaires are distributed to respondents at retail outlets on order to get their feedback and information needed to be analyzed and tested to achieve the research objective. 1.9 DEFINITION OF TERMS a) Safety environment b) Retail industry The sale of goods or commodities in small quantities directly to consumers. c) Customers A person, company, or other entity which buys goods and services produced by another person, company, or other entity. d) Retailers One who sells goods or commodities directly to consumers. These items are purchased from the manufacturer or wholesaler and sold to the end user at a marked up price. 1.10 LIMITATION OF STUDY

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

1.10.1 Time Constraint The major limitation in conducting this research is time constraint. In order to acquire accurate data, a period of time is required to gather all the information needed for the research purpose. The researcher has a limited time to gather and obtain full information on selected topics to conducting this study in order to provide good research project.

1.10.2 Availability and Confidentiality of Data A problem occurs upon obtaining certain data from the retailers. By depending the data form questionnaire only is not sufficient. Some information cannot be obtained from the retailers themselves.

1.10.3 Lack of Respondents Co-operation Some of the respondents will not give their full co-operation during the questionnaire survey and some of them refuse to be the respondent. This is because; researcher is given the questionnaire when the retailers are busy entertaining their customers.

CHAPTER 2 2.0 LITERATURE REVIEW 10

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

In this chapter, literature review is used as the basis of conducting the study. It will discuss the topic of the effects of maintenance problem contributing service performance at Endah Parades car park. This literature review will give a cleared view on what this study is about.

2.1

CHAPTER 3: RESEARCH METHODOLOGY 3.0 INTRODUCTION 11

FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

3.1

RESEARCH DESIGN Research design is a model of evidence that allows the researcher to draw interferences concerning causal relations among the variables under investigation. This causal study only manipulates certain variables and no interference the environment of the organizations. It is because the researcher wants to investigate the effects safety environment problems to the industry and customers satisfaction. The detail of the procedures to obtaining information is needed in conducting the study in order to solve the problem. It is also to ensure that the research is conducted effectively and efficiently. The researcher will use the descriptive research (quantitative research) method which was primarily used to obtain the information need for the purpose of the study. For the study settings, when the researcher using causal contrived lab settings. The researcher use individuals as a unit analysis. The respondents that researcher want to distribute questionnaire by individuals that come into the retail outlets. The time horizon is cross- sectional studies because a study can be which data are gathered just once. done in study it must done in

3.2

DATA COLLECTION METHOD

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FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

In this study, researcher will collect data through two resources; primary data and secondary data. 3.2.1 Primary Data

Primary data originated for a specific purpose of addressing the research problem in hand. The primary data will be gathered through structured questionnaire. The primary data of this study will be gathered through 100 sets of questionnaires that will be distributed to customers. Questionnaire is a set of question designed to generate the data necessary for accomplishing the objectives of the research project. These questionnaires contain structured or closed-ended question that is a rating scale and likert scale to provide answers to organizations. 3.3.1 Secondary Data

Factors in effective CCTV installations in retail outlets

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FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

Well defined spec key to costeffective CCTV installation Technologies explains.

A report from the West Midlands Police suggests that the quality of up to 80% of CCTV images is so poor that they can't be used for evidential purposes. But it doesn't have to be that way, as Alistair Enser of Siemens Building

To design an effective CCTV installation, it is first necessary to decide what the installation is supposed to do. For example, in a stadium or a shopping centre, the CCTV system may have functions that include crowd management, a health and safety tool to spot potential problems, and an aid to security. In a retail environment, it could be used to curb shoplifting or to prevent staff fraud at the checkouts and in sports centres to monitor locker rooms to combat break-ins and theft. Whatever the required functionality, it is essential to define this fully before looking at the design of the surveillance system itself. This requirement spec' will influence and define the type of CCTV equipment needed and how it must be deployed to secure good quality images. Take a holistic view and then work down to the detail. In a retail situation, for example, it might

Police report suggests that the quality of up to 80% of CCTV images is so poor that they can't be used for evidential purposes
at first seem desirable to have a surveillance system that provides facial recognition of subjects throughout the store. In practice this may not be necessary. Police report suggests that the quality of up to 80% of CCTV images is so poor that they can't be used for evidential purposes Provided that good facial images can be captured as subjects enter and leave the store, all that's usually needed in between is images that are sufficiently good for tracking the movements of the subjects around the store. This doesn't need facial recognition - clothes, hair colour and the like are usually enough to allow recognition for tracking purposes. This clearly means that fewer surveillance cameras are needed on the shop floor, although there may well be areas, such as the checkouts or in the vicinity of easily stolen high value items, where additional CCTV coverage is beneficial. It is, however, worth mentioning that capturing good images at the entry and exit points to stores and other premises can be challenging. The difficulty, particularly for people coming into the premises, is that they are often silhouetted against the bright outdoor light. As a result, their faces may be very dark and hard to recognise. This is, in fact, one of the most common reasons for recorded images falling short of evidential standards.
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FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

One solution is to use so-called wide dynamic range' security cameras in these locations, which can better cope with the huge contrast between the shadowed face and the daylight beyond. However, even this is not always sufficient, and this has led to the development of surveillance cameras with new technology known as Pixim. These are effective in even the most difficult circumstances as the chip used inside works very differently to a standard CCD. Even in less demanding environments, image quality is affected by the type and number of cameras. Wide-angle lenses allow a large area to be covered with relatively few security cameras. Unfortunately, the level of detail captured will be much less than the same area covered by more cameras that individually have a narrower angle of view. Clearly, a balance has to be struck between budget available and the results required.

It's still necessary to be wary of CCTV video recorders that appear to offer a very high storage capacity for a temptingly low price
Recording and storing surveillance video Recording is another issue that affects image quality, though the almost universal adoption of digital recording systems is helping tremendously. It's still necessary, however, to be wary of CCTV video recorders that appear to offer a very high storage capacity for a temptingly low price or with a very small hard drive. They're likely to compress the image data excessively before recording it, which will inevitably lead to poor images on replay. A final, and often overlooked, factor that affects image quality is the monitor on which the images are viewed. No matter how good the rest of the installation, if the CCTV monitor is worn out, of poor quality or just badly adjusted, the images will look appalling. Fortunately, this doesn't affect the quality of the recordings themselves, but it's amazing how frequently decrepit monitors are kept in service long past their put-it-in-the-skip date! In summary, there is absolutely no reason why any modern CCTV installation should fail to consistently deliver images of evidential quality. All that's needed is forethought and planning, and the use of CCTV equipment from a reliable supplier that can provide expert advice in areas where the system poses particular or unusual challenges.
(Alistair Enser -Siemens Building Technologies)

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FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

(http://www.sourcesecurity.com/news/articles/co-1546-ga.3897.html)

Safety in Retail Stores

Personal Injury
Tripping, falling or slipping in a retail store are some of the major reasons for injuries that occur. Stores prevent these hazards by identifying spills and cleaning them up immediately, keeping aisles clean and clear, using ladders properly and reporting flooring that is damaged or uneven.

Training
Another technique that is essential for stores wanting to promote safety is their use of training. Employees are given information on using and cleaning hazardous materials, first aid and how to do their work in the most efficient and safe manner. For example, the staff is taught how to lift objects appropriately to avoid back injuries.

Crime
Robbery is one of the hazards that retail stores have to contend with. Being safe in retail stores encompasses dealing with theft, violence and shoplifting incidents. The stores are kept lighted, clean and doors not used for public entrance are secure. Employees are encouraged not to take trash out at night by themselves; employees are present around the store and know proper procedures for dealing with incidents.

Other Injury Prevention

Preventing injuries such as muscle strains, tendinitis, carpal tunnel syndrome and related problems involves changing the environment and the way work is done. Stores design work areas so they minimize these types of injuries, make tasks more efficient and rotate the jobs that employees do. Examples are using keyboard supports, anti-fatigue mats, adjustable work surfaces and keeping things stored where they can be easily reached.

Identification of Potential Problems

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FACTORS IN EFFECTIVENESS OF SAFETY ENVIRONMENT IN RETAIL INDUSTRY

Retail stores also promote safety by evaluating work areas for problems, assessing

procedures for doing tasks and getting employees' input. They also follow federal and state government guidelines that outline certain requirements, such as material safety data sheets, proper storage of chemicals and related regulations for workplace safety http://retail.about.com/od/glossary/g/retailing.htm

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