Enabling Efficiency in Stores to Improve the Customer Experience. Presented by Andrei Cotunoaei

Transcription

1 Enabling Efficiency in Stores to Improve the Customer Experience Presented by Andrei Cotunoaei

2 Map updated in August 2012 Vodafone World Presence

3 Vodafone Romania Over 8 million customers 279 stores 1 main warehouse for store replenishment 2,400 deliveries per month from warehouse 10,000 sales transactions per month 590,000 non sales transactions per month

4 Main Challenges Operations Stock management Reporting Average time per sale transaction higher than industry average Complex operations for closing and opening of business day Different applications with overlapping functionalities High training time for new employees Missed sales opportunities Suboptimal returns processes After sales processes Stock visibility Financial reconciliations Performance

5 Project Vision Make Vodafone Romania the best retailer in the market Project Objectives Increase performance and effectiveness of the retail channel Build a retail application that will be used by all Vodafone Operating Companies Improve customer experience in stores Optimize business processes

6 PERFORMANCE WHY ORACLE RETAIL SCALABILITY USABILITY OFFLINE EASY INTEGRATION FOR INVENTORY MOBILE VODAFONE PARTNERSHIP WITH ORACLE

7 Learn from initial release Keep OOB functionalities and adjust business process Minimize impact on delivery roadmap Project Principles Test using real data Test quality of software early Spread load evenly for all teams

8 Project Governance Steering Committee Program Manager Project Manager Oracle Retail Satellites Rollout Non-Functional Solution Architecture POS Stream Lead Operational Readiness and Hyper care Integration Stream Lead SIM Stream Lead Technical Migration Quality Assurance Stream Lead

9 Project Timeline Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr Phase 1 Feasability Detail Design Development ST IIL UAT Phase 2 Detail Design Developme System Test IIL UAT 8 Store Pilot Full Rollout

10 Main Functionalities Bill Payment Direct Recharge & Top Up Mobile Store-to-Store Transfe Standard and Non-Standard Sales Return to Warehouse Returns Repair, Buy Back, Insurance Offline Stock Count Warehouse Receiving Direct Store Delivery On Demand Item Order

11 High Level Architecture

12 Hardware Architecture

13 Roll-Out Nov-12 Oct-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 First stores Next 2 stores Next 5 stores Stabilization Period Full Rollout - 25 stores per week Principles: Migration should not affect store operations Migration activities performed from headquarter Dedicated hyper care team

14 Challenges Redesign all retail business processes Implement SOA architecture Core vs. local functionalities Manage teams working on different time zones Align the project methodologies Find the right mixt of people working on site and off site Compliance with Romanian law

15 Non-financial benefits Project Benefits Operational Benefits Reduce non-value add transaction time Smaller number of applications used Reduce operational risk Process improvements for after sales Stock management improvements Improved Customer Experience Assisted sales (epos tablet) Multiple bill payments in one transaction Faster removal of restriction after bill payment One transaction for multiple payments and sales New Capabilities Available Cross-channel Promotion recommendation Item relations (compatibilities, recommendations)

16 Operational Benefits Payment processes Automation of posting of prepayments and deposits to billing Improved bad debt check Decrease time to process orders with prepayments or deposits Stock management processes Improve store replenishment activity Accuracy and quality of processes of stock management Warehouse counting improvements Better control of postpaid SIM stock Enable seamless store to store transfer Sales processes Easy process for selling related items with loyalty points or not Improved POD closing and switching process On demand process improvements Automated time tracking Automated monetary orders

17 Lessons Learned Feasibility Detail Design System Test User Acceptance Test Roll Out Use an out-of-box installation in order to better understand the new flows Make sure all relevant people are in the same area for fast responses One person in charge for end2end integration Capture all data constraints in Detail Design documents End2end reconciliation reports should be part of solution Tests should be done using real data and with all applications integrated Deploy the solution to a real store and make the sanity checks there Migration dress rehearsal should be done for all stores and not for the first 50 or 100 All local Windows settings should be enforced through security policies for all users

18 Key Facts 200 people involved in the project 17 impacted systems and 15 involved vendors 48 new or impacted interfaces 7 front-ends decommissioned in stores and consolidated in Retail epos 20,463 test cases run and 3,013 defect fixed 73 business flows and 25 reports completely redesigned 279 stores in scope and 1,000 store users use the application

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20 Thank You