Enhancement of Retail Performance through Standardized Communication and Onboarding Systems

Abstract

This project addressed inefficiencies in a mid-sized clothing retail store where fragmented communication and unstructured onboarding led to delays, errors, and high employee turnover. The objective was to design a conceptual framework for standardized communication and structured onboarding to enhance operational consistency, clarify role expectations, and strengthen workforce integration. The DMAIC methodology was applied to analyze existing practices, identify root causes, and develop improvements. Tools included SIPOC diagrams, process maps, check sheets, fishbone diagrams, and benchmarking. Findings revealed systemic managerial choices and lack of standard protocols as primary drivers of inefficiency. The Improve Phase produced a framework featuring a task–channel communication matrix, milestone-based onboarding flow, and Lean alignment. The Control Phase defined KPIs, monitoring strategies, and review cycles for sustainability. While the framework was not implemented, results demonstrated measurable pathways to improve reliability, reduce errors, and lower turnover risk if adopted.