2. Impact of Poor PI
Costs RH millions of dollars
Incorrect information = Incorrect expectations = Failed deluxe and falsely reported product
issues
PI case queue can range from 200 - 900 open customer requests, most of them for basic
information they expect us to have. Quoted wait time is 10 business days
Customers expect more: a Google search returns results in less than 0.2 seconds.
Available information differs between internal systems
Teams have created as many as 8 separate repositories to try and respond to the need
Information between sources is often missing, conflicting, outdated or simply incorrect
Centralized functions like Copy/PI and Merchandise Operations struggle to get the
information needed
Vendors field multiple team requests for the same information
4. What’s the Solve?
Identify an overall process owner- SVP Quality & Innovation
Create a single source of Truth - that can cascade to all portals.
Dedicate resources to the work
Correct the timing - Information locked and loaded prior to product launch.
Leverage vendors–remove duplication, set up portal for direct input
Product Technical support – AI, construction review, product standards,
universalize parts and hardware.
Product/Training and support for Galleries, CSC, HDL teams
Creative support - for materials/information - images, videos, diagrams, etc.
5. Job Description Overview
Function as conduit of information to collect and communicate all RH
product related information
Lead the process in coordinating multiple cross functional teams to hit
deadlines and ensure that partners are working towards same goals.
Identify, prioritize, and initiate process improvements to increase PI
effectiveness
Redesign with Engineering our Internal Product Lifecycle Management
System to better serve our needs in Product Development and
Information
6. PI Leader Impact So Far
Successfully gathered and distributed detail PI for Interiors 16’ launch & audited the
web for accuracy
Drastically improved the product information accuracy and launched Fall ‘16 on the
web with more detailed PI and Dims than any previous season
Partnered with SVP Merchandising & Gallery Optimization to educate Gallery
Associates & Customer Service on all aspects of Product Information for Fall 16’
Newness & High Volume/Most Misunderstood Products for the first time
Brought awareness around the inconsistencies by category on the web and are
working with SVP Furniture Merchandising to push for consistency by category (what
information we show needs to be consistent)
Pushing and partnering for adding additional clearance delivery information and
guides for customers and galleries on the web
Currently auditing existing Modern 15’ collections against PD approved drawings and
adding detailed dimension Tear Sheets as none exist for our Modern Site
7. Short Term Goals
Goal Cross-Functional
Partners
Project Details How We Improve
Process
Modern 15’ Current
Assortment
Merchants, PD, Vendors Go back and vet dims/drawings
for existing product. Audit web
dims/copy as needed. Create
initial tears for the Modern site.
By providing detail PI for
the first time. Giving
customers confidence in
what they order and
eliminating returns.
Core Assortment Merchants, PD, Vendors Go back and vet
dims/drawings for existing
product. Audit web
dims/copy as needed. Edit or
create tears for the Core site.
By updating detail PI we
will be scrubbing the Core
site for the first time.
Giving customers
confidence in what they
order and eliminating
returns.
Dining & OD Table/Chair
Depictions
PD, Web Copy, Gallery
Designers
Standardize seating
suggestions on web
copy/tears. Create
diagrams for exceptions.
Update all current
collection information on
web.
By providing a standard
we eliminate Gallery
emails and aid designers
in making confident
decisions based on
accurate data
8. Cross Functional Partners
Team Business Impact
Web Copy Plan product walk through at beginning of season, Provide copy PI for web team
pre launch, communicate all major assortment and dim changes as product
develops, edit ongoing web copy
Merchants Communicate PD changes to Merch team, track and recap assortment changes
during development, communicate dim/sku/grid updates as needed, proof web
copy and audit web product integrity
Merch Ops Provide detail PI for CW uploads, track changes and discrepancies, and create tear
sheets for web interface
Web
Publisher
Ongoing web audit to ensure product integrity
CSC &
Gallery
Work closely with CSC specialist to make sure we answer to the most relevant
customer inquires, ensure that updates are made across all channels (tear, CW,
web etc), field Gallery Inquiries by partnering with vendors/PD for accurate
information
PD Partner to stay aligned on all assortment changes and updates. Act as the
technical support to the creative team.
9. Current Projects & Goals
Goal Cross-Functional Partners Project Details How We Improve
Process
Galaxy Development and
Implementation Process
Pre-media Data Services, Merch,
PD, Web Copy
Express assortment and product challenges in
order to improve Galaxy's functionalities. Long
term goal would be to establish Galaxy as the
point of product content during the
development stage for web copy, Merch, and
PD.
By creating a central
point for data to live we
eliminate confusion and
provide streamline
process
Vendor Onboarding and
Education
Asian Operations, PD, Vendors Develop vendor PI manual establishing
measurement standards,
By empowering vendor
we have a better
chance at getting good
data on the first try
Seasonal Calendar PD, Web Copy, Merch Build and roll out seasonal calendar to ensure
that cross functional teams are meeting
deadline
Give all teams a long term
view of what will be required
from them to launch,
eliminate confusion
Web Streamline Web Copy Streamline web copy dimensions by category Make the shopping
experience easier for
customer, make the
CSC and Gallery
leaders confident in info
Product Task Force GO Team, CSC, QA Combining efforts of all product related teams
to make sure that
Keep GO/CSC/QA up to
date with PD goals and
process
Assembly Instructions Merch, Vendors Gather vendor AI and edit to create
streamlined RH branded Templates
Help eliminate customer
confusion
