Improving Graha Tiara Minimarket Operational Management to Boost Local Retailer Competitiveness

Abstract

 Minimarket Graha Tiara is a local retail MSME in Palembang facing intense competition from national modern minimarkets. The partner's primary problems include limitations in implementing structured operational management, inconsistent service quality, sub-optimal store layout, and reactive decision-making. This condition potentially reduces business competitiveness. This Community Service (PKM) program aims to assist the partner in restructuring operational management to enhance local retail competitiveness. The method employed a qualitative approach based on strategic management through observation, in-depth interviews with the owner and five employees, and supporting documentation. The service action was realized through direct mentoring, consisting of structured operational management socialization, formulation of simple Standard Operating Procedures (SOP) for customer service and store management, and discussions on rearranging the store layout. The results showed an increase in the partner's understanding and commitment to implementing the recommended operational strategies. These operational improvements include enhancing customer service quality, consistent SOP implementation, restructuring showcase layout for convenience, and strengthening the owner's strategic decision-making role. In conclusion, this mentoring strategy drives transformations toward structured operational governance, contributing significantly to building a competitive advantage and sustaining local retail businesses.