Fujitsu forum 2012 retail revolution (richard clarke)

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Retail revolution - an IT operating model for the store in a multi channel world http://www.fujitsu.com/global/solutions/retail/

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Transcript of "Fujitsu forum 2012 retail revolution (richard clarke) "

  1. 1. A new store IT operating model for a multi-channel worldRetail RevolutionRichard Clarke, Vice President Global Retail Copyright 2012 FUJITSU
  2. 2. I want to talk today about …YOU 1 Copyright 2012 FUJITSU
  3. 3. This is you … a customer … doing your shopping. 2 Copyright 2012 FUJITSU
  4. 4. I want to talk about how customers like you … … are forcing retailers to change the way they run stores. 3 Copyright 2012 FUJITSU
  5. 5. … and how in response retailers areevolving a new store IT operating model … Mobile CatalogueStore Online … for customers in a multi-channel world. 4 Copyright 2012 FUJITSU
  6. 6. We are witnessing a retail revolution … 5 Copyright 2012 FUJITSU
  7. 7. … customers are demanding retailersrestore the traditional retail experience …Yesterday Today … but redesign and deliver it for a modern technological age. 6 Copyright 2012 FUJITSU
  8. 8. 1. Shopper PowerCustomer "Any Time, Any Place, MyKnowledge Any Where" Experience 7 Copyright 2012 FUJITSU
  9. 9. … just read the research for yourself … 83% 74% 56% … of shoppers went … of retailers think online to research a … of all transactions developing a more product before going by 2017 will be com- engaging in-store to the store to buy it pleted via mobile point customer experience of sale, self checkout is going to be business at a terminal or on a critical shoppers mobile deviceSource: Motorola Solutions "Retail Vision Survey", May 2012 8 Copyright 2012 FUJITSU
  10. 10. 2. TechnologySelf Online/Mobile/ SocialService Wireless Media 9 Copyright 2012 FUJITSU
  11. 11. …and the back office data analytics Data Analytics … which is powering cross-channel customer knowledge. 10 Copyright 2012 FUJITSU
  12. 12. 3. Role of the StoreWoolworths(Australia) 11 Copyright 2012 FUJITSU
  13. 13. In response retailers are evolvinga new store IT operating model … … a new customer-centric model for a multi-channel world. 12 Copyright 2012 FUJITSU
  14. 14. Retailers Objectives Productivity Customer Experience 13 Copyright 2012 FUJITSU
  15. 15. New Store IT Operating Model Warehouse Inbound Planning Transport Planning Store Replenishment Planning Range & Space Planning Inputs: Outputs : Inputs: Outputs : Inputs: Outputs : Inputs: Outputs : - Store Hierarchy - Released Purchase Orders - Product Hierarchy - Driver & Vehicle Intructions - Store Hierarchy - Sales Forecast - Store Hierarchy - SKU Range (by Cluster) - Product Hierarchy - Released Scheduled - Product Attributes - Warehouse DU build - Product Hierarchy - Released Direct Store Orders - Product Hierarchy - Range OSED / OFSED - Depot Range VehicleLoads - StoreHierarchy instructions - Sales (sku/store/week) - Released Transfer Orders - Sales (sku/store) - Promotion Range - Released Transfer Orders - Forecast Purchase Orders - Depot Hierarchy - StY Orders - Forecast Direct Store Orders - Gross Profit (sku/store/week) - SKU Shelf Capacity (by - Forecast Transfer Orders - Forecast Vehicle Loads - Released Transfer Orders - Store Customer Orders - Forecast Transfer Orders - Market Share Cluster) - Suppliers to Item Relationship - Forecast Transfer Orders - Range & OSED/OFSED - Customer Segmentation - Store SKU Locations - Inventory (Depot) - Store Delivery Constraints - Suppliers to Item Relationship - Open Purchase Orders - Inventory (Store & Depot) - Hard Allocation parameters - Budgets ? - Primary Inbound Loads (read) - Complex Item Recipe Model - Supplier Contract constraints - Store Shelf Capacities Internal: Trading Profitability Internal: - Open Orders - Sales History (sku/store/week) Internal: - Fleet - Code Age Check Results - Market Share - Vehicle Load Build Parameters - iLabel product images 54 Defined Measures - Geography - Delivery Scheduling Parameters - Routings Internal: - Aggregate Depot Transfer Order Demand Forecast - Sales History (sku/store/week) - Allocation Parameters - Forecasting Parameters - Planned Allocations Driver & Vehicle - Replenishment Parameters - Soft Allocations Instructions Warehouse DU Build Instructions Store Shelf Capacity ? Released Transfer Orders Forecast Transfer Orders Released Store Orders Report Queries Released Purchase Orders Hard Allocation Parameters Range / Released Direct Store Orders OSED/OFSED Promotion Range Range ? Store Stock Layout Forecast Purchase Orders Store Hierarchy Store Hierarchy Product Hierarchy Product Hierarchy Sales(sku/store/day) Depot Range Range& OSED/OFSED Inventory Level (Store) Complex Item Recipe Open Purchase Orders Store Hierarchy Open Transfer Orders Inventory Levels Sales (sku/store/week) Product Hierarchy Open Direct Store Orders Supplier to Item Relationship Store Hierarchy Gross Profit (sku/store/week) Product Attributes Inventory Levels Supplier Contract Constraints Product Hierarchy Customer Segmentation Supplier to Item Relationship Budget ? StY Orders Market Share ? Store Customer Orders Released Purchase Orders Released Direct Store Orders UDEX Product Information Central Merchandising NPD Information Inputs: Outputs : - Supplier Codes - Store Hierarchies - Inventory Transactions(Receipts, - Product Hierarchies B2B/EDI Financial Management (Inv Matching) Issues, Adjustments, Sales) - Product Attributes Enterprise Data Warehousing Supplier Code - Sales (sku/store/day) - Product to Supplier Relationships Inputs: Inputs: Outputs : Inputs: Outputs : SKU Cost - SKU Cost - Complex Item Recipe Model - Released Purchase Orders - Sales Summaries - Supplier Codes - Sales Detail (Basket) - Sales Summary (sku/stor / week) - Range by Cluster by OSED/ - Range by Store by OSED/OFSED - Supplier Vehicle Loads - Inventory Transaction Value - Card Files - Sales Forecast - Gross Profit (Sku/Store/Week) OFSED - Promotion Master Data - Forecast Purchase Orders Summaries - SKU Cost - Released StoreOrders - Customer Segmentation - Released Direct Store Orders - Prices - Released Direct Store Orders - Payment Receipt Summaries - Forecast Store Orders - Availability (Store or Shelf ??) - Released Transfer Orders - Invnentory Levels - Supplier COR - Remate Claim Values - Budget ? - Sales Space by SKU Supplier Invoice - Forecast Direct Store Orders - Open Direct Orders Released Store Orders - - - Open Purchase Orders Inventory Levels - Store Expenses - Inventory Levels - Open Transfer Orders(?) Outputs: Sales Summaries - Valued Receipts - Supplier ASN - Customs & Excise Costs ? Inventory Transaction Summaries - Inventory Transaction Valuations - Supplier Invoice Rebate Claim Values - Depot Range - UDEX Product Information Internal: Customs & Excise Costs - Store Delivery Constraints - NPD Information Internal: - KPI Calculations - "VMI" Product information - Chart of Accounts - Ledger Posings & Adjustments Internal: - Supplier Contracts& Deals - Item Creation& Attributes - Pricing - Recipe Model Maintenance - Promotion Maintenance - Supplier to item Relationship - Store Delivery Constraints VMI Product Information eCommerce Inputs: - Range ? - Prices ? - Store Stock Layouts Outputs: Supplier ASN Store Hierarchy - Picking Results Store Hierarchy Product Hierarchy - StY Orders Product Hierarchy Range& OSED/OFSED ? - Store Customer Orders Product Attributes text Complex Item Recipe Released Transfer Orders Promotion Reference Hard Allocation Parameters Prices Released Purchase Orders Released Transfer Orders Supplier to Item Relationship EFT Settlement Supplier COR Released Direct Store Orders Product Hierarchies RTD/RTY Orders ? Payment Summaries Supplier to Item Relationship Prices Store Expenses Promotion Reference Purchase Order Receipt Txn SKU Sales Summary Txn Item Combination Pricing Transfer Order Dispatch Txn Transfer Receipt Txn Basket Sales Store Expenses Inventory Adjusment Txn Direct Order Receipt Txn Custom & Excise Movements Inventory Adjustment Txn Picking Results Transfer ASN Sales Transactions Depot Operations Store Operations POS Operations Inputs: Outputs : Inputs: Outputs : Inputs: Outputs : - Product Hierarchies - Supplier COR - Product Hierarchies - Product Hierarchies - Product Hierarchy (full?) - Basket Sales - Product Attributes - Purchase Order receipts - Product Attributes - Store Expenses - Promotion Reference - EFT Settlement - Store Hierarchies - Transfer Order Dispatch - Transfer ASN - Transfer Receipt Txn - Prices - Loyalty Points Transaction - Supplier to Item Relationship - Inventory Adjustments - Direct Order ASN - Direct Order Receipt Txn - Item Combination Pricing - Payment Summaries - Releasd Transfer Orders - Sales Transactions - Inventory Adjustment Txn - Home Store Loyalty Balances - Wet Stock Sales - Hard Allocation Parameters - Transfer ASN - Promotion Reference - Card Files - Boots Sales - Prices - "VMI" Products - Released Purchase Orders - Customs & Excise - Item Combination Pricing - "VMI" Prices - Supplier ASN movements? - Code Age Check Results ? - In-StoreStY Picking Results - Vehicle / DU build instruction - RTD/RTV Orders Internal: Internal: - Customer Order Ref ????? - Internal: - Inventory by location - Hard Allocations - Pick instructions 14 Copyright 2012 FUJITSU
  16. 16. New Store IT Operating Model 1 Customer Journey IT Op Model Strategy 2 Retail Solutions Applications Infrastructure/Networks Services 3 Integration 4 Performance Management 15 Copyright 2012 FUJITSU
  17. 17. 1 Customer JourneyTypical Plan Arrive & Browse Purchase AfterJourney Navigate & Select SalesGuestNeed Information Process Information Process ExperienceCurrentExperience Manual Impersonal Rushed Inefficient Functional 1. Online (Click 1. Mobile App 1. Personaliza- 1. Self Service 1. Customer n Collect) 2. Geo-location tion (promos/ 2. Mobile PoS analytics 2. Mobile 3. Customer ID menu) 3. BYOD 2. Intelligent Marketing 4. Digital Media 2. Social 4. NFC-enabled serviceSolutions 3. Social Media Clienteling payment management 3. Smart Stock 3. Mobile 4. Price Compa- marketing risonNew Simple, Helpful Simple and Fast, Secure Personal andExperience fast informed and Efficient Personalized Service supportive 16 Copyright 2012 FUJITSU
  18. 18. 1 … and the IT op model strategyStrategy Objective Solutions Cross-Enterprise Delivery  Click n Collect  Geo-Location Product Selection "Fast and Easy"  Smartphone browse/order/pay Services Business Change Customer  Social Clienteling  Customer "Recognize ME"  Data Strategy/Integration Analytics Engagement Payment  Mobile PoS "Paying my way"  NFC/Contactless Experience  Wireless/Infrastructure Mgmt.  SaaS IT Integration "IT for customer"  Middleware/Integration Applications  Sales  Roadmap  Loyalty  Programmatic  Productivity  Business case 17 Copyright 2012 FUJITSU
  19. 19. 2 Solutions – applicationsTODAY Complex and inconsistent Channel "silos" – pos and data UI UI UI UI No single view of the customer PoS App A PoS App B PoS App C PoS App C Integration Integration Integration Integration "Manual" cross-channel shopping Limited deployment options High development and maintenance cost Data Data Data ERP 18 Copyright 2012 FUJITSU
  20. 20. 2 Solutions – applicationsFUJITSUNext Gen Retail Platform Single selling engine Single view of the customer Single Transaction Repository Omni-channel shopping PoS App (with APIs to third parties) Multiple deployment options Deployment Options (thin/thick, cloud) Reduced development and maintenance cost and business risk Data Integration Reporting ERP 19 Copyright 2012 FUJITSU
  21. 21. 2 Solutions – infrastructure/networks Linked to customer journey Portfolio of PoS and retail operations products PoS Con- Integrated – front and Con- cierge sumer back office and consumer Mobile Wireless-enabled Kiosk/ Pay SCO Station Asso- ciate Tablet Mobile Digital Media 20 Copyright 2012 FUJITSU
  22. 22. Flexi-Checkout(U-Reverse) 21 Copyright 2012 FUJITSU
  23. 23. Flexi-Checkout(U-Reverse) 22 Copyright 2012 FUJITSU
  24. 24. 2 Solutions – servicesRetail as a Service powered by Fujitsu IT Products IT Support SLAs & Services Menu IT Products Pay per & Services Use Model IT Hosting Blueprint Outcome-Based Contracting = € × per store per month 23 Copyright 2012 FUJITSU
  25. 25. 3 Integration – in store and front to back office Wireless-enabled store SOA-based model for in store services PoS to HQ ERP integration 24 Copyright 2012 FUJITSU
  26. 26. 4 Performance ManagementObjectives Results Business Outcomes Productivity TCO savings fund investment Customer in Customer Experience Experience Profit Centre 25 Copyright 2012 FUJITSU
  27. 27. Auchan – Self Service Operating Model  Global French food  Fujitsu operates in France, Italy, Spain, Portugal, Luxembourg, Poland, Hungary, Romania, Russia, Morocco, China and Taiwan  c. 3,000 stores across hypermarkets, supermarkets and specialty  Fujitsu is partner for 10+ years across PoS hw, sw and services including help desk and project management Auchan Lacroix Saint-Ouen 26 Copyright 2012 FUJITSU 26
  28. 28. Separate Scanning And PaymentUp to 40% improvement in One to one scanning RecyclingCheckout processing times and payment stations payment station 27 Copyright 2012 FUJITSU 27
  29. 29. SCO Carts Fujitsu High Volume Trolley Self Checkout 28 Copyright 2012 FUJITSU 28
  30. 30. Hallmark – Retail as a Service  Point of Sale Services (hw, sw, service)  Subscription-based   3,200 stores in US and rest Cloud-based model of the world  Company owned and franchisee base  Estimated ~$3B in annual revenues Benefits  Fujitsu has been PoS partner Future-proof store IT since 2005  Seeking a new PoS solution Opex commercial model model and multi-channel functionality Reduced TCO 29 Copyright 2012 FUJITSU
  31. 31. So we come back to you … Mobile CatalogueStore Online … driving a new customer-centric retail IT operating model. 30 Copyright 2012 FUJITSU
  32. 32. The revolution has started … Tesco Virtual Shopping Mall, Gatwick Airport, UK 31 Copyright 2012 FUJITSU
  33. 33. 32
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