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Coop Norway is the second largest grocery retailer in Norway, with yearly revenue of around 5 billion euros and 28.000 employees. Market shares were won quarter by quarter during the last two years. The shift from the old paradigm "retail is detail" to an overall strategic plan for managing services is indeed a giant leap. Opening up to letting other people see your flaws and bad statistics in order to help you improve, has been another. Establishing common governance structures and a common service management tool for all functions in business and IT – ServiceNow have been essential on this road towards success. In this presentation two of the main service management enthusiasts will describe the way Coop has worked to achieve professional shared services throughout the organization, their fully automated warehouse included.
Speaker: Anne Kristine Næss