IT Outsource as a Partnership
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From this presentation you will know what are relations between Castorama and Wincor-Nixdorf in Russia… You will know in What we Do Trust and what helped us to make a big step forward together… You will know what we have learned from our Experience…
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IT Outsource as a Partnership
- 1. IT Outsource as a Partnership
- 2. To Become A Leader on DIY market…
- 3. make efficient 19 Stores in Russia across 3400 km ...should have no local IT in store.
- 4. We were looking for… the strong Partner to Trust
- 6. IT Support our Store people
- 8. Open new Castorama Stores
- 10. …manage Human factor? …manage International Teams? …create the WN Expertise Center? So many «How To?»...
- 11. We did create the Leaders Let them take the Ownership
- 12. Let them work Together and become Partners
- 13. There’s a Moment in Life… You’re not too Big yet
- 14. but we’re still Flexible
- 15. Partnership turns into «Win-Win» and becomes Responsibility
- 16. the Responsibility brings the Success!
- 17. Lessons to learn
- 18. We are Human • Take care your team • Encourage • Anticipate
- 20. Brainstorming
- 21. Follow up your success
- 22. - be transparent with your Business Communicate and Listen to!
- 23. We’re still not perfect... but we do believe in our Value of the Partnership
- 24. Some Facts and Figures
- 25. • 18 months to prepare the smooth Transition • 6 months we run 1st Pilot store b4 roll-out • Project team suffered 60% staff rotation • 15% efficiency in OPEX we’ve invested into SLA and Store IT services extension • We treat ~900 calls monthly within 95% of SLA • 84% store Satisfaction Rate (Aug’12)
- 26. 17 October 2012 Wincor World 2012 Dmitry FEDOROV Head of IT Chain Castorama Russia Dmitriy.Fedorov@castorama.ru
Editor's Notes
- During my presentation you will know what are relations between Castorama and Wincor-Nixdorf in Russia…You will know in What we Do Trust and what helped us to make a big step forward together…You will know what we have learned from our Experience…
- Today the mostchallenge for Castorama in Russia is to create the Value Leadership for our Customersand Become a Leader on DIY market.To do this…
- …Castorama have to make efficient its storesEfficiency means to find an Intelligent and Optimal business structure…that will make Company able to invest into product prices and deliver the Value Leadership to CustomersThat’s because we had to reduce our store staff cost
- We start to lookfor the strong Partner to trust…The Partner, who will take care our…
- ….Our core Retail systems. This is always an enormous stress for Retailer – stability of cash systems in stores.We must be confident in Partner before make this crucial step.
- But Castorama did one step forward more and entrusted Store User IT Support to Wincor Nixdorf
- Together with IT Equipment maintenance and break-fix responsibility…
- …and new store opening processes.
- It was an Important Challenge for both - Castorama and for Wincor Nixdorf.
- We had so many questions to answer and points to manage:Changes makes scare People – how we convince and ensure them?Language frontiers makes sometimes the communication cloudy and confusing – how can we stay transparent?Competences are complex and segmentally spreads across many people – how we don’t miss anything and keep knowledge from leaving people?
- And so, we did create the Leaders.Leaders of the MissionAnd made them take the Ownership of the Mission
- We put these Leaders from both sides to work Together, and become Partners in this exciting journey of creating New models of Castorama IT and Wincor Retail Services……As we know, a Partnership is important not only on individual Level, but on Enterprise level as well…
- There’s a moment in any life, and Enterprise life as well……when You are too small and young, and hard pushing to the result at any cost may harm you and your Business…
- And once We passed this stage, but We are still Flexible…And our Business is already Big and Mature enough to get a mutual Benefits from Partnership and bring back the Value…
- This is the moment where Partnership will turn into “Win-Win” balance!When we have a mutual respect, we are Confident and Responsible –The Partnership becomes the Responsibility.
- And then,Responsibility brings the Success
- When I look back on the way we did, I recall myself few simple, but essential lessons to share with you…
- As managers, we are working with people.Keep in mind that behind any act and any decision we made, there’s always a people with their strengths, weakness, ambitions. So:Take Care your TeamHelp them, Encourage and AnticipateAnticipate their mistakes, and help learn from error.
- Prepare your success.Take as much time as you need to think on few steps forward.
- Prepare and document any further action.Brainstorming with flipchart - is perfect tool I am using very often.
- Closely follow up your Partner and Business during the first most difficult monthsAs an Exemple: starting the go-live date, every Thursday of the week, Castorama IT Leader spend on-site with Wincor Russia team performing audit, analyses and even coaching the young staff. It became an preciouses investment with very short ROI.
- Yes, we did a great job, but We’re still not perfect... …and we keep working on it together,...and we do believe our Valuesof Partnership!
- Я намеренно постарался сделать презентацию легкой, неперегруженной технической информациейИ дать возможность увидеть иное лицо ИТ – повернутое к конечным клиентам и Бизнесу.Цель презентации – дать вам возможность ответить на три вопроса о Непрерывности БизнесаЗачем?Как?Что?