Robust Digitalization @PLUS document discusses: 1) PLUS's history of acquisitions and awards for being the most customer-friendly supermarket in the Netherlands. 2) PLUS's logistical structure including distribution centers for frozen, fresh, and general products supporting its stores. 3) PLUS's mission of sustainable business operations focusing on customer attention, quality, local communities, and responsibility. 4) Current and future digitalization efforts at PLUS including ecommerce, self-scanning, biometrics, and ServiceNow for centralized ICT support, as well as future technologies like beacons and drones.

1. Robust Digitalization @PLUS
Yvonne Kubbinga
Utrecht, 5 Januari 2016

2. Robust Digitalization @PLUS 2
Yvonne Kubbinga - Introduction
Innovative Operator Transparant & Honest
Passionate about ICT Operations Inspire others to improve everyday
Firm believer of people = Game changer

3. The PLUS formula: a proven success
Robust Digitalization @PLUS 3
‘Plusmarkt’
becomes ‘PLUS’
Acquisition of 72
Super de Boer stores
Acquisition of 65
Edah stores
Enhanced strategy and
new store concept
Most customer-friendly
company in the Netherlands
Supermarket and
local supermarket
of the year
in the Netherlands
2001
2002
2006 2013
2010
Sustainability
award
2015
2014

4. Logistical structure
●1 national distribution centre
●3 regional distribution centres
●1 distribution centre for frozen
products
●1 distribution centre for fresh
product
Robust Digitalization @PLUS 4
RDC
Ittervoort
RDC
Haaksbergen
RDC
Hendrik Ido Ambacht
LDC
Middenbeemster
VDC
Barendrecht
DDC
Utrecht

5. Robust Digitalization @PLUS 5
The PLUS mission…
The cooperative home of independent
supermarket retailers in the Netherlands
with a joint goal:
sustainable business operations
with a focus on Attention, Quality,
Local and Responsible.

6. Smooth operation
• Where is the impact the biggest during a major outage?
– Stores
– Supply Chain / Logistics
• What has potentially more impact, partial outage or complete black out?
• What non-ICT outage can impact the business processes?
• What are the top irritators in ICT malfunctions in Stores, Online?
ICT Ontwikkelingen bij PLUS 6

7. Warehouse Operations
Robust Digitalization @PLUS 7
High dependency on ICT in Supply Chain

8. Store Operations
Robust Digitalization @PLUS 8
Stores are robust, with dependency on ICT

9. Digitalization @PLUS
Robust Digitalization @PLUS
9
• eCommerce
– PLUS.nl
– Instore Order Picking > Home delivery
– Pick-Up Points
• Self Scanning
• Biometrics
• Near Field Communication (contactless pin-terminal)
• ServiceNow
– Self Service Portal > Central ICT Support system
Today – Multi Channel
Customer shops separately in store, online and mobile

10. Key Success factors of Digitalization
• Conditions for the customer to accept digitalization
– Added value
– Easy to use
– Perfect customer service, always
• Why smooth ICT Operations is baseline for success
– Stable
– High Performance
– Low risk
Digitalization = robust & simple, or = Dissatisfier
Robust Digitalization @PLUS 10

11. View of Customer
Consumer needs new movements
Eco-focus, self-sufficiency in cooking, online shopping responses to consumer needs
Consumers go viral
Individual experiences are made public in social media immediately and relentlessly
Next generation is 100% mobile
Information gathering & shopping happens any-where/time/place also for groceries
Robust Digitalization @PLUS 11

12. How to earn the customer (again & again)
• Brand & Trust
– Decision based on
• Personal experience & peer advise
• High quality, perfect service, right price
• Right place, right time
– Deliver added value in combination with perfect customer journey
– Every time right, fast and perfect customer service
Condition is robust & flawless operations
Robust Digitalization @PLUS 12

13. Future in Digitalization
Robust Digitalization @PLUS
13
• Store
– Beacon
– RFID
– 3D printer
• eCommerce
– Drone
• Home
– Amazon dash
Tomorrow – Seamless Cross Channel
Customer shops integral in store, online and mobile

14. Future trends (Gartner report)
14

15. Why innovation is tough to crack
• Ethical discussion on personal data
• Fear for canabilisation on current business
• Focus on current operations, innovation is extra duty
• Growth is mainly done risk-free
• Inside out thinking
Innovation is out there & the customer likes it
Future – Omni Channel
Customer experiences a brand & multiple integral connecting point
Robust Digitalization @PLUS 15

16. plus.nl