DUBAI DUTY FREE. Upgrading to Oracle Retail V16. September 20 th, 2017 RAMESH CIDAMBI. Chief Operating Officer. Dubai Duty Free

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1 DUBAI DUTY FREE Upgrading to Oracle Retail V16 September 20 th, 2017 RAMESH CIDAMBI Chief Operating Officer Dubai Duty Free

2 AGENDA Travel Retail Retail at Dubai Duty Free Oracle and Version 16

3 Travel Retailing by Region Travel Retailing by Region ,000 60, % 63, % 8.00% 50, % 6.00% 4.00% 40,000 30,000 20,000 10, % -1.20% 27, % 18, % 10,676 5, Africa Middle East Americas Europe Asia Pacific WORLD Total 2.00% 0.00% -2.00% -4.00% -6.00% -8.00%

4 Travel Retailers in 2015 Global Sales Ranking Dufry, SWITZERLAND 10.3% in US$ Lotte Group, SOUTH KOREA 6.9% Other Retailers 44.1% DFS Group, USA 6.7% Gebr. Heinemann, GERMANY 6.4% Lagardère Travel Retail, FRANCE (Confidential) Source: Generation Research King Power International, THAILAND 2.4% Ever Rich, TAIWAN 2.8% Sunrise, CHINA 2.9% Shilla Duty Free, SOUTH KOREA 4.2% Dubai Duty Free, UAE 3.0%

5 Sales SALES IN USD MILLIONS DDF Annual Sales & Passenger Statistics PAX IN MILLIONS 2,500 2,000 1,500 1, , , ,888 1, , % average growth over 33 years. -

6 Oracle and Dubai Duty Free Pre-Oracle 01, Sep , Jun 2008 Oracle Retail 01, Sep 2014 Oracle Commerce 9, Jul 2017 Oracle V16 Oracle EBS

7 Dubai Duty Free Distribution Center 6,000 sq mts of office and 27,000 sq mts of warehouse Supports sales split between 4 Concourses and Terminals

8 DC Pallet Storage First retailer with automated storage and retrieval system in region Storage for 8160 pallets in Phase I and 12,464 in Phase II for total of 20,624 85% occupancy in pallet warehouse 42% of all picks in Phase I and 15% in Phase II

9 DC Shuttle System Picking 31% of picks (2,139 daily)

10 DDF Application Architecture POS Oracle Commerce 10.2 ReSA (Oracle Retail Sales Audit) OFM (Order Fulfillment Module) RMS (Oracle Retail Merchandising System) ReIM (Oracle Retail Invoice Matching) EBS (Oracle E-Business Suite R12) Financials HR and Payroll Purchasing (for non-traded items) INTEGRATION BUS Oracle Data Integrator (ODI) RDW (Oracle Retail Data warehouse) RPM (Oracle Retail Price Mgmt.) SIM (Oracle store Inventory Mgmt.) ORWMS (Oracle Retail Warehouse Mgmt. System) MHCS (Material Handling and Control System)

11 Moving from Oracle Retail V12 Oracle Support to the DDF technology stack Improvements from V13 to V15, and DDF experience in V Need for better user interface and analytics Security and access across modules Improved performance and response to Service Requests

12 V16 By V15 V15 Discovery Workshop held in May 2016 TCS selected in August 2016 Mobilization by TCS in September and launch in October DDF attends ORIF Dubai in October 2016 Final decision to switch to V16 in Dec 2016 Go-Live with V16 in July 2017

13 4 Tier Architecture Client Tier Network Switch RMS,RPM and SIM Application Server WMS,ReSA, Alloc, ReIM Application Server OBIEE Application Server Application Tier Network Switch MOM Database SIM Database WMS Databas e RI Database RIB & RCU Database OEM Database Database Tier v Integration Tier External Systems RIB Same LPAR v Oracle Data Integrator

14 Server Infrastructure IBM Power 850 servers - Production, Test and DR Separate processor pools for Databases and Applications 50+ TB of IBM A9000 flash storage Data replication enabled using storage techniques

15 V16 - Technology Components Oracle Product Version Retail Modules Oracle Database 12c Weblogic Server Weblogic Server ORMOM ORWMS ORSIM ORIB ORI RCU ORMOM ORWMS ORIB ORSIM ORI OIM Oracle Product Version Retail Modules Oracle Identity Manager Oracle Data Integrator ORMOM ORSIM OBIEE ORI Oracle Forms ORWMS Oracle Business Intelligence ORI and Operational Report for all the modules

16 V16 Applications No Retail Product Version 1 Oracle Retail Merchandising System (ORMS) Oracle Retail Sales Audit (OReSA) Oracle Retail Price Management (ORPM) Oracle Retail Invoice Matching (OReIM) Oracle Retail Allocation (ORALLOC) Oracle Retail Store Inventory Management (ORSIM) Oracle Retail Warehouse Management System (ORWMS) Oracle Retail Integration Bus (ORIB) Oracle Retail Insights (ORI) Integration with Oracle E-Business Suite Material Handling and Control System Custom Point-of-Sale Custom Order Fulfilment Module (to fulfil orders from DDF Online shop)

17 Integration Tier Architecture External Systems POS SIM Web service flow WMS Server NAS Flow POS Flow RIB Server POS Flow NAS Flow EBS Flow POS MOM RTLOG Flow MOM Flow ODI MOM Server WMS /SIM-APP1 EBS Flow RI Flow RI Server Intra RIB Inter RIB SIM Server RI Flow ODI Integration Flat File Web Service integration POS and ORSIM Oracle Data Integrator replacing BPEL RIB for MHCS & ORWMS integration

18 V16 Benefits ORMS - Retail Merchandising System Data induction option for foundation data including Item, Purchase Order, and Cost Change etc. Improved UI capabilities using ADF Technology Persona-based dashboards to view pending transactions ORSIM - Retail Store Inventory Management Near real-time inventory using webservice update from POS with no dependency on batch update Enhanced security and user maintenance through database and not LDAP Granularity of receiving at container level instead of only at shipment level

19 V16 Benefits ORPM - Retail Price Management Newly introduced promotions- Multi Buy, Time-based, Transaction-based Faster batch performance using chunk processing Feature to upload items as csv files for price changes and promotions OReIM - Retail Invoice Matching Invoice Induction - Supplier invoices can be directly loaded into the system Suggested match option for best possible matching of invoices vs shipments Tighter integration with Oracle EBS with support for Supplier Site ID

20 V16 Benefits OReSA - Retail Sales Audit Decoupling of user accounts from RMS resulting in better performance Uncluttered screens for easier navigation and faster error correction Dashboards, reports to view pending Store Days, errors etc. ORWMS - Retail Warehouse Management System Wave-planning can be scheduled based on criteria like Delivery Date, Location etc. Faster distribution process for improved picking operation Option to track vendor non-conformance

21 V16 Benefits ORI - Retail Insights Provides three analytic methods AS WAS, AS IS and Point-in-Time Option to download in various formats (PDF, Excel, HTML etc.) Reports can be consolidated under a single Dashboard and can be achieved via multiple views like Bar Charts, Pie Charts, Graphs etc.. Supports predominantly Retail calendar and customization needed to make it fully work under Gregorian calendar Template for user roles/custom roles leverage the OBIEE security framework to manage dashboard and report access

22 Internal Success Factors - Project Team 70 key business users from different departments Includes 35 users for UAT Includes 60 Trainers for Train the Trainers 20 IT users including 10 Business Analysts External TCS (Implementation partner)- 40 people Includes 6 module leads, one DBA lead and one integration lead Key Information Technology Services (for POS) Advanced Logistics Systems (for MHCS integration) Oracle and Customer Management Office (CMO)

23 Success Factors Project Management PROJECT START START OF ST PHASE START OF SIT PHASE END OF PERFORMANCE TESTING WARRANTY SUPPORT ENDS START OF PRODUCT INTRODUCTION SESSION END OF PRODUCT DETAILED SESSION IT GO LIVE SEP 18 Dec 31 Jan 1 Feb 28 Feb 5 Mar 14 Mar 19 Mar 9 Apr 8 May 14 May 26 May 22 Jun 8 Jul 9 Jul 3 Aug 3 Aug V15 to V16 SWITCH END OF DISCOVERY PHASE END OF PRODUCT INTRODUCTION SESSION END OF BUILD AND MIGRATE DEVELOPMENT START OF PRODUCT DETAILED SESSION START OF UAT END OF UAT BUSINESS GO LIVE PROJECT ENDS AND SUPPORT STARTS Agile Kanban project methodology Committed and experienced user community

24 Success Factors Vanilla, Migration and Roll-out Scope Optimized Migration Phased Roll-out Vanilla Implementation Decision to switch from V15 to V16 during Testing phase of V15 Discovery and Build & Migrate phases executed in parallel Project go-live moved from Apr 2017 to Jul 2017 as a result of the switch to V16 Clean up of master data Migration of only open transactions Identification of tables that can be archived Simple V16 functionalities implemented as part of golive User enhancement requests to be taken up with Oracle Complex V16 functionalities to be implemented later when external systems are ready

25 Actual Go-Live Priority 1 SR for performance issues across Advanced Development Framework (ADF) based modules (RMS, RPM, ReSA and ReIM) Users were unable to change their passwords in ADF applcations. Administrator intervention needed. Frequent ADF errors forcing the users to exit application in the middle of transaction SRs resolved in 72 hours for smooth transition to V16 Trouble-free integration between modules (Oracle Retail, e-commerce, POS and MHCS) Successful month-closure for July in three working days after EOM

26 Lessons Learnt Project team got most of the major elements right Revamp of the Server Infrastructure in preparation for the upgrade Got Oracle CMO early on-board to monitor SRs closely in anticipation of product related issues Provided for parallel sessions of Train the Trainer and Train the user with right understanding the magnitude of change Planned ahead for performance tuning exercise post go-live that proved to be very useful Password management was not understood well enough RI supports week calendar and does not support Gregorian. PLU not found errors at POS due to items that failed the migration criteria Dropping Discoverer was challenging as it was used widely by the users

27 Following up on success Gather user feedback Post go-live user experience and functionality desired Review and discuss with Oracle as appropriate for enhancement Oracle Retail Insights Create new metrics based on Gregorian calendar Roll-out of dashboards based on Gregorian calendar Standardize the RMS-GL reconciliation process with V16 Review various stock buckets Account for Delayed, Un-posted, In-transit transactions Phase 2 Review and implement new functionalities from V16 Address password management shortcomings through custom development

28 Q and A