Outlet operations SOP
OUTLET OPERATIONS
Pro Life Outlet Operations SOP
Scope and accountability
Use this SOP at every opening, shift handover and closing. The cashier records till activity. The shift lead checks readiness and assigns work. The branch lead reviews exceptions and submits outlet reports. The designated manager approves rosters and changes within delegated authority.
| Procedure | Owner |
|---|
| RET-01 Opening and cash float | Opening cashier and independent reviewer |
| RET-02 Cleaning and showroom readiness | Assigned staff and shift lead |
| RET-03 Documentation and handover | Shift staff and branch lead |
| RET-04 Roster and approval | Branch lead and designated manager |
| RET-05 Merchandising and planogram | Floor staff and branch lead |
| RET-06 Closing and reporting | Closing cashier and independent reviewer |
| RET-07 Equipment rental and delivery | Outlet staff and Pro Life HQ |
Document control
Management confirms the outlet, effective date, register float amounts, approvers and alternates, reporting deadlines, record location and approved planogram version. Finance confirms the POS mapping for float transfers and cash variances.
RET-01 / RET-02
Opening and showroom readiness
Open the cash register
1. Confirm the outlet, business date, shift, till ID and approved float. Retrieve the float against the prior closing record or authorised cash transfer reference.
2. Count notes and coins by denomination before the first cash sale. Record quantities, subtotals and the physical total. The independent reviewer verifies the count and both staff sign and time the log.
3. If the amount differs, recount and check the source record. Log the original difference and obtain a documented decision before opening for cash sales. Record any authorised top-up or removal separately.
4. Sign in with your own POS account. Enter the verified cash loaded as the opening float and match it to the signed record. Retain the POS reference.
The opening float is cash on hand. A transfer from the outlet safe to the till is an internal cash movement. Use the POS opening-float function to keep it separate from sales. Finance confirms treatment under the company’s applicable accounting framework.
Clean and inspect the showroom
Before opening, clean the entrance, customer seating, counter, gondolas and demo areas. Check that aisles are clear and the wheelchair turf and raised commode display are in good condition. Keep the seating area ready for older customers and caregivers.
During the shift, address spills promptly and clean demo equipment after use according to manufacturer instructions. Set damaged equipment aside and notify the shift lead. At close, reset displays, remove waste and record unfinished cleaning or defects.
RET-03 / RET-04
Documentation and roster approval
Record outlet activity and hand over
Record sales exceptions, cash movements, stock receipts and transfers, delivery commitments and incidents when they occur. Include date, outlet, responsible person and supporting reference. Record serial or batch information where required by the product and system.
Keep original entries when correcting errors. Record the correction, reason, date and reviewer. Store records in the designated location with access limited to authorised staff.
At handover, list every open issue with its reference, named owner, next action and due time. The incoming shift confirms receipt. Escalate serious safety, cash or customer information incidents promptly through the designated contact.
Prepare and approve the roster
The branch lead prepares the roster using expected trade, staff availability and approved leave. Assign opening and closing staff, independent till reviewers, break cover and trained demo staff.
Send the roster to the designated manager by the agreed deadline. Issue the dated version after approval. For a swap, leave change or overtime request, confirm cover, obtain approval and publish the revised roster. Keep the original and approval trail.
| Record | Minimum fields |
|---|
| Shift handover | Issue, source reference, owner, action, due time, receiving staff |
| Roster approval | Outlet, week, version, preparer, approver, approval time |
| Roster change | Original shift, revised shift, reason, replacement, approver and notification time |
RET-05
Merchandise and gondola display
Use the approved planogram
Open the outlet’s planogram in the Staff Handbook portal when issued. Use the 3D view to locate fixtures and the numbered fixture cards to place products. Check the outlet name, version and effective date before resetting a display.
| Reference | What staff verify |
|---|
| 3D showroom view | Both full-size island gondolas, angled wheelchair row on green turf, raised commode display, front-right seating and rear bed display. |
| Fixture card | Fixture and shelf number, SKU and variant, position from left to right, facings and corresponding shelf label. |
| Display exception | Fixture, SKU, issue, temporary action, approver and review date. |
Reset and replenish
Work shelf by shelf. Check the pack against its label, face products forward, restore the assigned facings and rotate dated stock by earliest expiry where applicable. Keep the aisles, seating and demo access clear.
Log missing or damaged stock and label mismatches. Obtain branch lead approval for temporary substitutes or display changes, and verify that the price label matches the displayed product. Submit permanent changes for planogram revision and approval.
Use the planogram as a visual reference. Verify shelf assignments against the outlet’s fixtures and active SKU list.
Merchandising and planogram
Choose the 3D walking model or the approved visual with clickable product displays.
Open Visual Planogram full screen
RET-06
Cash register closing and reporting
Enter all denominations in Auto Count – Closing
1. End transactions for the register and confirm the business date, shift and POS session. Count all physical notes and coins in a secure area.
2. Open Auto Count – Closing. Enter the quantity of every banknote denomination, including zero where applicable. Enter coins by denomination if supported. Otherwise record the coin total separately and include it in the physical cash total once.
3. Compare the physical total with the POS expected cash balance for the same register and shift. Check the opening float, cash sales, cash refunds, top-ups, payouts and cash drops against the system records. Reconcile card and e-wallet settlements separately.
4. If the totals differ, recount and check recorded movements. Record actual less expected as the variance and escalate unresolved differences to the authorised reviewer. Keep the original count and record approved adjustments separately.
5. Mark balanced only when the totals tally. For an unresolved variance, record the reviewer’s decision and closing status. The cashier and reviewer sign and time the log, save the POS closing reference and secure cash and any retained float under the outlet’s cash procedure.
Submit the outlet report
The branch lead reviews the daily close and reports net sales, refunds, payment variances, stock exceptions and urgent actions. Carry recurring issues and overdue commitments into the weekly summary. Keep supporting POS records and approvals with the report.
RET-07 / EQUIPMENT RENTAL
Equipment rental and HQ delivery
Outlet staff complete the rental paperwork and confirm payment before requesting delivery. Pro Life HQ confirms the delivery arrangements.
Confirm the rental details. Check equipment availability, model, rental dates, charges, deposit if applicable, delivery address and receiving contact against the approved rental terms.
Obtain the customer’s signature. Use the approved rental agreement. Check that the required fields are complete and give the customer a copy of the signed agreement.
Receive and record payment. Verify receipt of the required payment in the approved payment system, issue the official receipt and attach a copy to the signed agreement. Record the transaction reference and retain both documents together in the rental record.
Notify Pro Life HQ for delivery. Send the signed agreement and attached receipt through the approved HQ channel. Include the outlet, equipment model and quantity, requested delivery date, delivery address and receiving contact.
Confirm and track delivery. Record the HQ acknowledgement and confirmed delivery slot, then update the customer. Keep pending arrangements in the shift handover and retain delivery confirmation with the rental record.
Rental record
Rental reference, equipment model and quantity, rental dates, signed agreement, payment receipt, HQ notification and acknowledgement, confirmed delivery slot and delivery confirmation.
FORMS / SHIFT RECORDS
Outlet opening and closing log
| Field | Entry |
|---|
| Outlet, date, shift and register ID | |
| Approved float and source reference | |
| Opening count and verified POS float | |
| Closing denomination record | Denomination × quantity = subtotal. Attach POS count or itemised sheet. |
| Physical closing cash / POS expected cash | RM __________ / RM __________ |
| Variance (actual less expected) | RM __________ |
| Exception reference and reviewer decision | |
| POS opening and closing references | |
| Cash custody or safe transfer reference | |
| Cashier and reviewer names, signatures and times | |
Shift completion checks
☐ Entrance, aisles, seating and demo area checked☐ Cleaning and display exceptions recorded☐ Approved roster and shift coverage verified☐ Open cases handed over with owners and due times☐ Cash and payment records reviewed and retained
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Governance and reporting SOPs
01 / PURPOSE AND ACCOUNTABILITY
Pro Life Retail Governance and Reporting SOPs
This guide sets out who makes decisions, how branches report results, and how exceptions are tracked to closure. Use it alongside the Retail Service Guide, which covers customer and caregiver service.
Assign an owner for each decision
| Role | Accountability |
|---|
| Management sponsor | Approve the SOP, authority limits and reporting deadlines. Decide escalated matters and review recurring exceptions. |
| Retail operations lead | Own the procedures and reporting definitions. Review branch reports, resolve gaps and track corrective actions. |
| Branch lead | Own daily controls, sign off branch reports and escalate exceptions. Assign cover before each shift. |
| Finance or stock reviewer | Reconcile financial or stock figures against source records. Review exceptions independently of the person who raised them. |
| Shift staff | Record transactions and exceptions as they occur. Hand over open items with an owner and next action. |
Control the document
The operations lead maintains the approved master and change log. Record version, owner, approver and effective date on each revision. Publish the approved version to the staff portal after sign-off and retain prior versions in the archive.
02 / SOP 01
Approvals and exceptions
Check the approved authority register before committing company money, changing stock or making a commercial promise outside normal terms.
| Decision | Evidence before approval |
|---|
| Discount or price override | SKU, original and proposed price, reason and approving authority. |
| Refund or exchange exception | Receipt or transaction reference, item condition, reason and proposed resolution. |
| Stock adjustment or write-off | SKU, quantity, variance reason, recount or supporting evidence and reviewer. |
| Purchase or supplier commitment | Supplier, cost, business reason and any conflict of interest. Refer to the delegated purchaser. |
| Nonstandard delivery or service promise | Customer commitment, cost or capacity impact and owner responsible for fulfilment. |
Approval workflow
1. Staff log the request and evidence. 2. An authorised reviewer approves, declines or escalates it. 3. Staff record the approval reference before processing. 4. The branch lead checks closure.
Use a separate approver for exceptions. If the approver is unavailable, use the designated alternate. Declare personal interests in supplier or customer decisions and pass the decision to another authorised person.
Minimum register fields: request ID, branch, date, decision type, amount or quantity, reason, evidence reference, requester, approver, outcome and completion date.
03 / SOP 02
Daily sales and stock controls
| Control | Required action |
|---|
| Sales and settlement | At close, compare POS totals by payment method with cash counted, card settlement and recorded transfers. Note timing differences separately from unexplained variances. |
| Refunds and voids | Match exceptions to their original transaction and approval. Record any missing approval for review. |
| Stock received | Match quantity and condition against the delivery note and purchase or transfer reference. Record shortages or damage before accepting stock into available inventory. |
| Stock movement | Log transfers, returns and adjustments against the SKU. Capture serial or batch references where the product and system require them. |
| Shift handover | List outstanding deliveries, quotes, callbacks, stock discrepancies and service cases. Assign each item one owner and one due time. |
Close and review
The closing staff member prepares the daily record. The branch lead reviews it by the next working day. Where staffing prevents an independent check at close, the designated reviewer completes the review on the next working day.
Record discrepancies with their source references and a next action. Keep the original entry and record corrections separately with the reason, date and reviewer.
04 / SOP 03
Branch reporting standards
| Cadence | Report and timing |
|---|
| Daily | Branch lead submits the close record by the next working day. Include net sales, refunds, payment variances, stock exceptions and urgent open actions. |
| Weekly | Branch lead submits a one-page summary on the first working day after week-end. Include sales against target, open quotes and deliveries, stock concerns and decisions needed. |
| Monthly | Retail operations consolidates branch reports. Finance reviews sales and stock figures before management reviews results and assigns actions. |
Use consistent figures
| Measure | Reporting rule |
|---|
| Net sales | Use the POS net sales figure and document its treatment of discounts, refunds and tax. Use the same basis for targets and prior-period comparisons. |
| Sales against target | Net sales divided by target. Show the ringgit gap alongside the percentage. Use N/A where no target exists. |
| Stock variance | Counted quantity less system quantity at the same cutoff. Show SKU, units and value where a verified cost is available. |
| Overdue cases | Open items past their agreed update or completion time at the report cutoff. |
Label every report with branch, period, cutoff, preparer, reviewer and source. Put an owner and due date against each action. Use zero for a verified nil result and mark unavailable figures as pending with an owner.
05 / SOP 04
Incident escalation and review
| Priority | Staff response |
|---|
| Immediate | For a serious safety concern, suspected fraud, missing cash or exposure of customer information, contact the branch lead and designated escalation owner promptly. Preserve relevant records. Set affected equipment aside where applicable. |
| Same working day | For a material stock discrepancy, failed delivery or unresolved customer complaint, log the facts, assign an owner and agree on the next update. |
| Routine | Track minor issues in the branch log. Review repeated issues in the weekly meeting and assign corrective action. |
Close the action with evidence
Record what happened, the immediate response, the person responsible and the due date. The reviewer checks the evidence of resolution before closing. Management reviews recurring issues and assigns a change to the process, training or reporting where needed.
Management responsibilities
| Confirm | Management entry |
|---|
| Outlet and effective date | ________________________________ |
| Named owners and alternates | ________________________________ |
| Approval limits and escalation contacts | ________________________________ |
| Reporting deadlines and source systems | ________________________________ |
| Approved registers and record access | ________________________________ |
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