Structured Process Analysis
Structured Process Analysis: Claire’s
Claire’s, a global fashion and accessories retailer, uses a structured sales process and modern technologies to create a smooth and efficient customer experience. The use of information systems and sales metrics helps Claire’s improve efficiency, reduce errors, and increase customer satisfaction. By offering consistent service and leveraging a Point-of-Sale (POS) system, Claire’s separates itself from competitors in the retail space. Their process supports goals such as Units Per Transaction (UPT), Average Dollar Sale (ADP), and ear-piercing conversions. (See Appendix Image 1 for POS Dashboard)
According to Laudon and Laudon (2020), a structured process is a standardized, repeatable procedure used in daily operations. At Claire’s, this involves greeting customers, helping them find products, upselling when possible, and completing sales at the register using the POS system. These structured steps allow staff to efficiently serve customers while increasing sales.
The sales process at Claire’s is generally successful, but challenges include inconsistent upselling strategies, longer wait times during busy hours, and limited staff product knowledge. These are common issues in retail, and addressing them through training and better data access could improve performance further.
Claire’s POS system supports the structured process. It helps track sales, manage inventory, and apply loyalty points. The five components of Claire’s IS are:
Hardware: POS terminals, barcode scanners, receipt printers
Software: POS applications and tracking tools
Data: Customer purchases, product inventory, loyalty records
Procedures: Staff responsibilities and transaction workflows
People: Store associates, managers, and tech support
Claire’s also experiences information silos when different systems store sales, inventory, and customer data separately. While the POS system bridges some gaps, full integration with CRM or ERP systems is needed to ensure real-time updates. Without this, customer profiles might be outdated, and inventory visibility could be limited.
References
Laudon, K. C., & Laudon, J. P. (2020). Management Information Systems: Managing the Digital Firm (15th ed.). Pearson.
McAfee, A. (2006). Enterprise 2.0: The dawn of emergent collaboration. MIT Sloan Management Review. https://sloanreview.mit.edu/article/enterprise-20-the-dawn-of-emergent-collaboration/
Claire’s. (2024). Security Policy. https://www.claires.com/us/security-policy.html
Aspire Systems. (2025). Claire’s and Aspire Systems innovating retail with composable commerce. https://blog.aspiresys.com/retail/claires-and-aspire-systems-innovating-retail-with-composable-commerce
Apps Run the World. (2025). Claire’s Stores USA. https://www.appsruntheworld.com/customers-database/customers/view/claires-stores-usa
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