Wingstop - Insight from an Innovator

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We are currently experiencing one of the most pivotal eras in the evolution of information technology. New dimensions like Cloud, mobile, tablet, and social have been added to an industry that already kept a nearly impossible pace. Throw in the greatest recession since the great depression and we’re really having fun. Shifting our minds from job preservation and an order-taker management mentality can help us give IT a new reputation. We consistently find common traits of those who learn to break through and lead their organizations from the front through true innovation. Join Wingstop’s Vice President of Technology and Credera as we explore some of the great IT leaders, as well as, the frameworks and mind shift that makes it all possible.

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  • You can also check out the Wingstop video at http://youtu.be/6dJJVeuj5l8.
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Wingstop - Insight from an Innovator

  1. 1. Credera is a full-service management and Dallas Office Houston Office Austin Office Denver Office 15303 Dallas Parkway 800 Town & Country Blvd 9020 N Capital of Texas Hwy 5445 DTC Parkwaytechnology consulting firm. Our clients range Suite 300 Suite 300 Suite 345 Suite 1040from Fortune 1,000 companies to emerging Addison, TX 75001 Houston, TX 77024 Austin, TX 78759 Greenwood Village, CO 80111industry leaders. We provide expert, objectiveadvice to help solve complex business and 972-692-0010 Phone 713-826-3418 Phone 512-327-1112 Phone 303-623-1344 Phonetechnology challenges. 972-692-0019 Fax 713-826-3419 Fax 512-233-0844 Fax 303-484-4577 Fax
  2. 2. Insight from an InnovatorInnoTech Dallas 2013Irving, TXApril 4, 2013
  3. 3. Innovation Defined …What is Innovation?WikipediaInnovation differs from invention in that innovation refers to the use of a better and, as aresult, novel idea or method, whereas invention refers more directly to the creation ofthe idea or method itself.Dictionary.comsomething newly introduced, such as a new method or deviceThesauris.comSynonyms: Cutting edge, addition, modernization, modificationAntonyms: Habit, rut, idleness, stagnationBusinessDictionary.comThe process of translating an idea or invention into a good or service that creates valueor for which customers will pay. To be called an innovation, an idea must be replicable atan economical cost and must satisfy a specific need. InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 3
  4. 4. The State of IT Operations …Today’s IT organizations are consistently asked to do more with less, and often find themselvesparalyzed by limited budgets, staff, or executive support keep the lights on new projectsmaintenance enablement support enhancements InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 4
  5. 5. The Lens of Innovation … Successful IT Innovation is often accomplished when an organization finds common ground between its critical business drivers, what its internal or external customers want, and what’s technologically feasible Lens of IT Innovation Strategy  Business Process  impossible  User Research Transformation & OCM  What drives to build or what people  User-Centric Design the business forward? maintain will use? Metrics & Intelligence   Creative Competitive Analysis  VIABLE DESIRABLE  Content StrategyBusiness Case Development  SUCCESS  Front-end Development Leadership & Management   Multivariate Testing nobody not cost wants to justified use it Mobile  Web & eCommerce  what is technically possible? Portals & Collaboration  Custom Development  FEASIBLE Customer Relationship Management  Enterprise Data Management  Infrastructure & Cloud Services  InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 5
  6. 6. Innovation Enablement …Leaders within the most innovative IT organizations have several key activities and attributes incommonInnovation Enablers Innovation TrendsGrease the skids If you haven’t already - have an educated position on these; determine where your Be a great leader organization may benefit Invest in R&D Keep an IT scorecard  Cloud Computing Become great at IT operations first  Increased data velocity Have a business view of IT  Design for analytics Be proactive, not reactive  Seamless Collaboration Practice the art of transformation  Strategic Big Data  Social analytics  Social CRM  Relationships at scale & loyalty  Consumerization of IT, BYOD, and mobile  Enterprise Social Networking  Active defense InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 6
  7. 7. Attributes of the best leaders …The world’s greatest leaders always know their teams, understand their strengths and motivators, andposition each individual for successGreat leaders always … Understand what motivates each team member Invest focused time in each team member Humble themselves and lead from the front Put employees in positions to succeed Stretch employees and help them do what they love doing Ask for feedback often; and give it often Listen Focus on growing new leaders Simply do the right thing every time, even when nobody is looking Strengths Based Leadership: Great Leaders, Teams, and Why People Follow (by Tom Rath and Barry Conchie)  the most effective leaders are always investing in strengths  the most effective leaders surround themselves with the right people and then maximize their team  the most effective leaders understand their followers’ needs. InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 7
  8. 8. Transformation Framework …IT Transformation is a relatively simple process but requires a conscious and deliberate effort sustainedover a long or even permanent period of time Transformation Framework Summary Annual • Short & Long Term Vision • Current Pain Points Low Hanging • Quick hits Adjustments Evaluation • Low cost/high impact • Etc. Fruit People, process, technology Strategy • Assessment Continuous improvement • Strategy Development Development • Plan/Roadmap • Enable the business • Streamline IT • Provide better service2–5 • Grow the team (technical, leadership, etc.)Years • Grow yourself • Reduce costs and improve margins • Project 1 Roadmap • Project 2 • Project 3 Execution • … • Analyze Team Capabilities • Identify emerging technologies Research & Development • Identify Applications • Training • Complete POC’s InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 8
  9. 9. Transformation Framework …IT Transformation is a relatively simple process but requires a conscious and deliberate effort sustainedover a long or even permanent period of time Transformation Framework Summary Annual • Short & Long Term Vision • Current Pain Points Low Hanging • Quick hits Adjustments Evaluation • Low cost/high impact • Etc. Fruit People, process, technology Strategy • Assessment • Strategy Development Development • Plan/Roadmap2–5Years • Project 1 Roadmap • Project 2 • Project 3 Execution • … • Analyze Team Capabilities • Identify emerging technologies Research & Development • Identify Applications • Training • Complete POC’s InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 9
  10. 10. Insight from an Innovator …Jason McEachern is Wingstop’s Vice President of IT Jason joined Wingstop in June 2010 in the newly created role of Vice President of Technology. Jason brings 17 years of loyalty and technology experience to the position. He has designed loyalty programs that not only provide customer insight, but have also proven to drive sales for the brand and increase the overall guest experience. In his role as VP of Technology for Wingstop, Jason is responsible for introducing technologies that both interact with guests at the customer experience touch points, and efficiently manage back-of-house operations. To better build and facilitate the guest experience, Jason is also spearheading the development and implementation of a customized guest loyalty program,Jason McEachern new POS system, the companys first phone app, digital merchandising menu boards, and an increased presence on social media. Since Jason joined the company, Wingstop entered the Restaurant Social Media Index at number 15, and was listed as the #3 Twitter growth brand in the first quarter of 2012 and the #1 Facebook growth brand in the second quarter of 2012. InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 10
  11. 11. So What …Great leadership with a focus on several of the key innovation enablers will lead to sustained ITexcellence and plenty of opportunity for successSo What IT Innovation occurs at the convergence of business drivers, customer needs, and technology come together Key enablers  Be a great leader  Invest in R&D  Become great at IT operations first  Have a business view of IT  Keep an IT scorecard  Be proactive, not reactive  Practice the art of transformation I’d love to hear from you … Trent Sutton Jason McEachern Vice President & Partner Vice President of Technology Credera Wingstop tsutton@credera.com @tsutton73 InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 11
  12. 12. Question & Answer InnoTech 2013: Wingstop - Insight from an Innovator April 4, 2013 12

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