Business Challenge
A growing supermarket operation was experiencing:
- High stock variances between system and physical inventory
- Weak internal controls and process inconsistencies
- Limited visibility at SKU and category level
- Inefficient procurement and replenishment practices
- Difficulty competing with modern trade retailers
The business needed a structured program to stabilize operations, improve accuracy, and build data-driven decision-making.
Objective
The end client, a global software leader with offices across multiple countries, needed a custom CRM system capable of:
- Reduce stock variance to industry benchmarks (≤1–2%)
- Achieve inventory accuracy above 98%
- Strengthen operational controls and discipline
- Improve technology utilization and reporting
- Establish sustainable governance and accountability
Approach
A risk-based, progressive improvement program was implemented using:
- Business Process Re-engineering (BPR)
- PDCA (Plan–Do–Check–Act)
- Root Cause Analysis (RCA)
- Cycle counting and internal audit controls
The program focused first on high-variance categories, then expanded controls across the business in five structured stages.
Key Actions Implemented
- End-to-end process review and gap analysis
- Targeted stock counts on high-risk categories
- SOP revisions and staff training
- Daily reconciliation and approval workflows
- Barcode and scanning improvements
- Dashboards and exception reporting
- Physical loss prevention and segregation of duties
- Final full-store validation count
Best Practices Introduced
- ABC / FSN inventory classification
- Regular cycle counting instead of ad-hoc stock takes
- Segregation of duties in receiving and adjustments
- Zero tolerance for undocumented changes
- Data-driven procurement planning
- Exception-based management dashboards
- Continuous staff training and compliance tracking
Results Achieved
Stock Variance
Reduced to near benchmark levels
Stock Accuracy
Achieved above 98%
Shrinkage
Significant reduction
User Compliance
Improved to over 95%
Data Reliability
High confidence in system inventory
Business Impact
- Improved shelf availability
- Lower capital tied up in slow-moving stock
- Stronger internal controls and audit readiness
- Better decision-making using reliable data
- Sustainable operational governance framework
Conclusion
Through a structured and practical transformation program, Navitsa helped the retailer move from reactive firefighting to controlled, data-driven operations. The engagement delivered measurable financial and operational benefits while building a strong foundation for long-term growth.