AN INTERNET OF THINGS–BASED APPROACH TO INNOVATE CANTEEN STORES DEPARTMENT’S RETAIL OPERATIONS

In a competitive business environment, retail organizations in the Western world are capitalizing on technological tools and solutions to enhance customer experience and boost sales. Specifically, retailers that adopt Internet of Things (IoT) technologies improve customer experience and achieve cost savings. Yet such innovation is rare outside the Western world. Hence, early adopters of IoT technologies in retail operations in Pakistan could gain a competitive advantage. This study aims to create a deeper understanding of how Pakistan-based Canteen Stores Department (CSD), a retail chain mainly serving service members and their families, can use IoT technologies to significantly modernize and improve its operations and distinguish itself from competitors. To do so, this study conducts a qualitative analysis of scholarly articles on the relevant technologies and on IoT-based products offered by commercial companies. The authors also include findings from discussions with CSD customers and management. The results of the study indicate CSD can use IoT technologies to optimize store layout, offer interactive in-store mapping, automate checkout systems, implement smart shelving and digital price tagging, improve in-store promotions, enhance customer relationship management, and modernize distribution, transportation, and warehousing. The study also offers CSD management guidance on how to implement IoT technologies into retail operations at one location as a pilot.Outstanding ThesisLieutenant Commander, Pakistan NavyWing Commander, Pakistan Air ForceLieutenant Colonel, Pakistan ArmyApproved for public release. Distribution is unlimited