Chief Operating Officer / India
The operating work hidden inside a convenient number
- Company colleagues
- 326
- 248 within the current operating remit
- Retail shops
- 16
- Supported by a Coimbatore replenishment hub
- Annual operating expense
- ₹19 crore
- Delegated scope excludes merchandise purchases and separately approved capital
Decisions & consequences
01Reopening the stock differences after the count was declared complete
In 2018, as operations director, I supported a count programme that closed shops for a defined day and produced a consolidated difference report. The closure and the effort made the result feel definitive. A closer review of 480 selected item-location pairs found seventy-four apparent differences between the count and the recorded quantity. I initially accepted language that implied those differences described established physical losses. Finance challenged that interpretation because the movement account around the counting period had not been fully reconciled.
Shop managers were concerned that reopening the result would make their teams appear careless after a demanding exercise. I acknowledged that I had supported the earlier presentation. We reviewed the relevant receipts, transfers and postings with finance. Fifty-one differences were explained by movement timing or posting once the records were reconciled; twenty-three remained for investigation. Those unresolved cases were not automatically attributed to theft, and any adjustment required the appropriate evidence and authority.
I sponsored a ₹36 lakh, ten-week cycle-count pilot across six shops, with defined movement controls and review responsibilities. It did not cancel the wider inventory and audit requirements of the business. In a later repeat examination of the same 480 item-location pairs, thirty-five apparent differences were identified. Twenty-eight were resolved through the movement review and seven remained escalated. That result described the selected pairs at the second examination, not every item in every shop or a controlled estimate of loss prevention.
The practical change was to make the sequence after counting as visible as the count itself. Managers knew which cases needed reconciliation, which required further investigation and who could approve an adjustment. I could not credibly claim that the pilot had eliminated stock loss, nor that every reduction in apparent differences was caused by the new process alone. What I could defend was a more precise operating account and a recurring opportunity to learn before the next large exercise. The correction also made clear that my own approval did not turn an unresolved difference into a proven conclusion.
Receiving eighteen cartons as 216 saleable units
In 2023 a receiving review found eighteen cartons of a writing-instrument line recorded as eighteen individual units. Each carton contained twelve saleable units, so the physical receipt represented 216 units. The difference was 198 units in the receiving account, not 198 missing products. The cartons were physically present. The process had recognised the item but used the wrong quantity basis at the handoff into saleable stock.
The hub wanted a quick correction so that the stock could move to shops. Technology colleagues warned against introducing an informal multiplication rule at one workstation, because the same product family could arrive in other packaging arrangements. I asked the product-information owner to verify the packaging relationship and the affected transactions, while operations held the questioned movement for a documented resolution. Finance retained approval of any resulting inventory-account adjustments. We did not blame the supplier's label without establishing what our receiving process had actually done.
A ₹31 lakh, nine-week programme then reviewed eighty-six selected receiving lines with physical packs and the relevant records. Seventy-two were verified for the intended flow; fourteen remained held for clarification or correction. Those were product lines in the review, not cartons or suppliers. The original eighteen-carton receipt was corrected to its documented 216-unit basis, and the remaining review continued without treating an unverified line as ready simply because the software could accept a scan.
The programme connected operating instructions with product and system ownership. It did not claim that a barcode change alone would solve every discrepancy, or that 198 units had been recovered from a loss. They had been present all along. We also avoided treating the seventy-two verified lines as evidence that the entire catalogue was accurate. The decision required more checking than the quickest local workaround, but it gave colleagues a defensible route for an exception and preserved the meaning of a quantity as merchandise moved from the receiving floor to the shop account.
Opening selected cartons at the hub rather than overfilling the shop
In 2025 several smaller shops asked for replenishment below the standard case quantity. For one representative line, a carton held twenty-four units while the shop's current demand estimate was about four units a week. Sending a full carton could leave roughly six weeks of that estimated demand in a cramped stockroom. Actual sales could differ from that estimate, and the question was not whether every shop should receive less stock. It was whether the network could provide smaller quantities where the practical case justified them.
The hub team pointed out that breaking cases would require handling space, additional checking and packaging. Buying colleagues wanted to preserve product condition and supplier information. I supported a selective service rather than a catalogue-wide instruction. Of forty lines assessed for the pilot, twenty-eight were suitable for the proposed six-unit replenishment packs and twelve retained full-case handling. The product-information owner approved the relevant pack definitions and the operating team tested the physical preparation.
The approved programme committed ₹54 lakh capital and ₹14 lakh trial operating expense over twelve weeks across eight shops. The two figures described different funding categories and were not presented as a single recurring cost. During the trial, the hub recorded 320 additional labour hours in the specified review month. We retained that work in the account rather than reporting only the reduction in quantity sent to a shop. The service remained limited to the assessed lines while the commercial and operating review continued.
I did not report the theoretical difference between twenty-four and six units as achieved cash release across the network. Stock might still be held at the hub, demand could vary, and the service consumed resources of its own. The investment created a controlled replenishment option with explicit limits. Its continuation needed evidence about availability, product condition, handling effort and the total stock position. The leadership choice was to fund the work behind a useful local improvement while refusing to make the hub's added burden invisible in the success story.