Fujitsu forum 2012 retail revolution (richard clarke)
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Transcript of Fujitsu forum 2012 retail revolution (richard clarke)
Copyright 2012 FUJITSU
Retail RevolutionA new store IT operating model for a multi-channel world
Richard Clarke, Vice President Global Retail
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I want to talk today about …
YOU
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This is you … a customer
… doing your shopping.
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I want to talk about how customers like you …
… are forcing retailers to change the way they run stores.
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… and how in response retailers are evolving a new store IT operating model …
… for customers in a multi-channel world.
Mobile
Store
Catalogue
Online
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We are witnessing a retail revolution …
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… customers are demanding retailers restore the traditional retail experience …
… but redesign and deliver it for a modern technological age.
Yesterday Today
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1. Shopper Power
Customer Knowledge
"Any Time, Any Place, Any Where"
My Experience
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… just read the research for yourself …
… of shoppers went online to research a product before going to the store to buy it
83%
… of all transactions by 2017 will be com-pleted via mobile point of sale, self checkout at a terminal or on a shopper's mobile device
… of retailers think developing a more engaging in-store customer experienceis going to be business critical
56%74%
Source: Motorola Solutions' "Retail Vision Survey", May 2012
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2. Technology
Self Service
Online/Mobile/Wireless
Social Media
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…and the back office data analytics
Data Analytics
… which is powering cross-channel customer knowledge.
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3. Role of the Store
Woolworths (Australia)
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In response retailers are evolving a new store IT operating model …
… a new customer-centric model for a multi-channel world.
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Retailers Objectives
Productivity
Customer Experience
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New Store IT Operating Model
Inputs:- Range ?- Prices ?- Store Stock Layouts
Trading Profitability
54 Defined Measures
- Supplier Contracts& Deals- Pricing- Promotion Maintenance- Store Delivery Constraints
- Allocation Parameters- Planned Allocations- Soft Allocations
Supplier CodeSKU Cost
Store HierarchyProduct Hierarchy
Sales (sku/store/week)Gross Profit (sku/store/week)Customer SegmentationBudget ?Market Share ?
Range / OSED/OFSEDPromotion Range
Store HierarchyProduct HierarchySales(sku/store/day)Range& OSED/OFSEDComplex Item RecipeOpen Transfer OrdersOpen Direct Store OrdersInventory LevelsSupplier to Item Relationship
Released Store OrdersHard Allocation ParametersReleased Direct Store Orders
Store HierarchyProduct HierarchyDepot RangeInventory Level (Store)Open Purchase OrdersInventory LevelsSupplier to Item RelationshipSupplier Contract Constraints
Released Purchase Orders
Released Transfer OrdersForecast Transfer Orders
Sales SummariesInventory Transaction SummariesRebate Claim ValuesCustoms & Excise Costs
Store Expenses
Product HierarchiesPricesPromotion ReferenceItem Combination Pricing
Sales Transactions
EFT SettlementPayment SummariesStore Expenses
Store HierarchyProduct HierarchyRange& OSED/OFSED ?Complex Item RecipePromotion ReferencePricesReleased Transfer OrdersReleased Direct Store OrdersSupplier to Item Relationship
SKU Sales Summary TxnTransfer Receipt TxnDirect Order Receipt TxnInventory Adjustment Txn
Store HierarchyProduct HierarchyProduct AttributesReleased Transfer OrdersHard Allocation ParametersReleased Purchase OrdersSupplier to Item RelationshipRTD/RTY Orders ?
Purchase Order Receipt TxnTransfer Order Dispatch TxnInventory Adjusment TxnCustom & Excise Movements
Transfer ASN
Released Store OrdersInventory Levels
Basket Sales
Store HierarchyProduct HierarchyProduct Attributes
Inputs:- Store Hierarchy- Product Hierarchy- Depot Range- Released Transfer Orders- Forecast Transfer Orders- Suppliers to Item Relationship- Inventory (Depot)- Open Purchase Orders
- Supplier Contract constraints
Outputs :- Released Purchase Orders- Released Scheduled VehicleLoads- Forecast Purchase Orders- Forecast Vehicle Loads
Internal:- Vehicle Load Build Parameters- Delivery Scheduling Parameters- Aggregate Depot Transfer Order Demand Forecast
Warehouse Inbound PlanningInputs:- Product Hierarchy- Product Attributes- StoreHierarchy- Depot Hierarchy- Released Transfer Orders- Forecast Transfer Orders- Store Delivery Constraints
- Primary Inbound Loads (read)
Outputs :- Driver & Vehicle Intructions- Warehouse DU build instructions
Internal: - Fleet- Geography- Routings
Transport Planning
text
Driver & Vehicle InstructionsWarehouse DU Build Instructions
Supplier ASN
Supplier COR
Supplier Invoice
UDEX Product InformationNPD Information
VMI Product Information
B2B/EDIInputs:- Released Purchase Orders- Supplier Vehicle Loads- Forecast Purchase Orders- Released Direct Store Orders- Supplier COR
Outputs:- Supplier ASN- Supplier Invoice- UDEX Product Information- NPD Information- "VMI" Product information
Inputs:- Sales Summaries- Inventory Transaction Value Summaries- Payment Receipt Summaries- Remate Claim Values
- Store Expenses
- Customs & Excise Costs ?
Outputs :- Supplier Codes- Card Files- SKU Cost
- Budget ?
Internal:- Chart of Accounts- Ledger Posings & Adjustments
Financial Management (Inv Matching)
Inputs:- Supplier Codes- Inventory Transactions(Receipts, Issues, Adjustments, Sales)- Sales (sku/store/day)- SKU Cost- Range by Cluster by OSED/OFSED- Released Direct Store Orders- Released Transfer Orders- Forecast Direct Store Orders-
Outputs :- Store Hierarchies- Product Hierarchies- Product Attributes- Product to Supplier Relationships- Complex Item Recipe Model- Range by Store by OSED/OFSED- Promotion Master Data- Prices- Invnentory Levels- Open Direct Orders- Open Purchase Orders- Open Transfer Orders(?)- Valued Receipts- Inventory Transaction Valuations- Depot Range- Store Delivery Constraints
Internal:- Item Creation& Attributes- Recipe Model Maintenance- Supplier to item Relationship
Central Merchandising
Inputs:- Product Hierarchy (full?)- Promotion Reference- Prices- Item Combination Pricing- Home Store Loyalty Balances- Card Files- "VMI" Products- "VMI" Prices
- In-StoreStY Picking Results
Outputs :- Basket Sales- EFT Settlement- Loyalty Points Transaction- Payment Summaries- Wet Stock Sales- Boots Sales
Internal:-
POS Operations
Inputs:- Sales Detail (Basket)- Sales Forecast- Released StoreOrders- Forecast Store Orders
- Inventory Levels
Outputs :- Sales Summary (sku/stor / week)- Gross Profit (Sku/Store/Week)- Customer Segmentation- Availability (Store or Shelf ??)- Sales Space by SKU-
Internal:- KPI Calculations
Enterprise Data Warehousing
Inputs:- Store Hierarchy- Product Hierarchy- Sales (sku/store/week)- StY Orders- Store Customer Orders- Range & OSED/OFSED- Suppliers to Item Relationship- Inventory (Store & Depot)- Complex Item Recipe Model- Store Shelf Capacities- Open Orders- Code Age Check Results
Outputs :- Sales Forecast- Released Direct Store Orders- Released Transfer Orders- Forecast Direct Store Orders- Forecast Transfer Orders
- Hard Allocation parameters
Internal:- Sales History (sku/store/week)- Forecasting Parameters- Replenishment Parameters
Store Replenishment PlanningInputs:- Store Hierarchy- Product Hierarchy- Sales (sku/store)- Gross Profit (sku/store/week)- Market Share- Customer Segmentation
- Budgets ?
Outputs :- SKU Range (by Cluster)- Range OSED / OFSED- Promotion Range- SKU Shelf Capacity (by Cluster)- Store SKU Locations
Internal:- Sales History (sku/store/week)- Market Share- iLabel product images
Range & Space Planning
Depot OperationsInputs:- Product Hierarchies- Product Attributes- Store Hierarchies- Supplier to Item Relationship- Releasd Transfer Orders- Hard Allocation Parameters
- Released Purchase Orders- Supplier ASN
- Vehicle / DU build instruction- RTD/RTV Orders
Outputs :- Supplier COR- Purchase Order receipts- Transfer Order Dispatch- Inventory Adjustments
- Transfer ASN
- Customs & Excise movements?
Internal:- Inventory by location- Hard Allocations- Pick instructions
Store OperationsInputs:- Product Hierarchies- Product Attributes- Transfer ASN- Direct Order ASN- Sales Transactions
Outputs :- Product Hierarchies- Store Expenses- Transfer Receipt Txn- Direct Order Receipt Txn- Inventory Adjustment Txn- Promotion Reference- Prices- Item Combination Pricing- Code Age Check Results ?
Internal:- Customer Order Ref ?????
Forecast Purchase Orders
Released Purchase OrdersReleased Direct Store Orders
Store Shelf Capacity ?
eCommerce
Outputs:- Picking Results- StY Orders- Store Customer Orders
Picking Results
StY OrdersStore Customer Orders
Range ?Store Stock Layout
Report Queries
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Retail Solutions
New Store IT Operating Model
IT Op Model Strategy
Performance Management
Integration
Applications
Infrastructure/Networks
Services
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2
3
4
Customer Journey
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Customer Journey
Typical Journey
Guest Need
Current Experience
Solutions
New Experience
Plan Arrive & Navigate
Process
Impersonal
Helpful and Efficient
Browse & Select
Information
Rushed
Simple and Personalized
Purchase
Process
Inefficient
Fast, Secure Service
After Sales
Experience
Functional
Personal and supportive
Information
Manual
Simple, fast informed
1. Online (Click 'n' Collect)
2. Mobile Marketing
3. Social Media
1. Mobile App2. Geo-location3. Customer ID4. Digital Media
1. Personaliza-tion (promos/menu)
2. Social Clienteling
3. Smart Stock4. Price Compa-
rison
1. Self Service2. Mobile PoS3. BYOD4. NFC-enabled
payment
1. Customer analytics
2. Intelligent service management
3. Mobile marketing
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… and the IT op model strategy
Strategy Objective Solutions
Cross-E
nterprise De
livery
Busine
ss Ch
ange
Product Selection
Customer Engagement
Payment Experience
IT Integration
"Fast and Easy"
"Recognize ME"
"Paying my way"
"IT for customer"
Click 'n' Collect Smartphone browse/order/pay
Social Clienteling Data Strategy/Integration
Mobile PoS NFC/Contactless
Wireless/Infrastructure Mgmt. Middleware/Integration
Sales Loyalty Productivity
Roadmap Programmatic Business case
Geo-Location Services
Customer Analytics
SaaS Applications
1
Copyright 2012 FUJITSU
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Solutions – applications
TODAY
ERP
Data Data Data
UI
PoS App A
Integration
UI
PoS App B
Integration
UI
PoS App C
Integration
UI
PoS App C
Integration
Complex and inconsistent
Channel "silos" – pos and data
No single view of the customer
"Manual" cross-channel shopping
Limited deployment options
High development and maintenance cost
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Copyright 2012 FUJITSU
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Solutions – applications
Single Transaction RepositoryPoS App (with APIs to third parties)
Deployment Options (thin/thick, cloud)
FUJITSUNext Gen Retail Platform
Reporting
ERP
Data Integration
Single selling engine
Single view of the customer
Omni-channel shopping
Multiple deployment options
Reduced development and maintenance cost and business risk
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Solutions – infrastructure/networks
Linked to customer journey
Portfolio of PoS and retail operations products
Integrated – front and back office and consumer
Wireless-enabled
SCO
PoSCon-
sumer Mobile
Kiosk/Pay
Station
Con-cierge
Digital Media
TabletAsso-ciate Mobile
2
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Flexi-Checkout (U-Reverse)
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Flexi-Checkout (U-Reverse)
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Solutions – services
Retail as a Service powered by Fujitsu
IT Products & Services Menu
Pay per Use Model
Outcome-Based Contracting
= € × per store per month
IT Support SLAs
IT Products & Services
HostingIT
Blueprint
2
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Integration – in store and front to back office
Wireless-enabled store
SOA-based model for in store services
PoS to HQ ERP integration
3
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Performance Management
Objectives
Productivity
Customer Experience
Results
Business Outcomes
TCO savings fund investment in Customer Experience
Profit Centre
4
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Auchan – Self Service Operating Model
Global French food Fujitsu operates in France, Italy,
Spain, Portugal, Luxembourg, Poland, Hungary, Romania, Russia, Morocco, China and Taiwan
c. 3,000 stores across hypermarkets, supermarkets and specialty
Fujitsu is partner for 10+ years across PoS hw, sw and services including help desk and project management
Auchan Lacroix Saint-Ouen
Copyright 2012 FUJITSU
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Separate Scanning And Payment
Up to 40% improvement in Checkout processing times
One to one scanning and payment stations
Recycling payment station
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SCO Carts
Fujitsu High Volume Trolley Self Checkout
Copyright 2012 FUJITSU
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Point of Sale Services (hw, sw, service)
Subscription-based
Cloud-based model
Hallmark – Retail as a Service
3,200 stores in US and rest of the world
Company owned and franchisee base
Estimated ~$3B in annual revenues
Fujitsu has been PoS partner since 2005
Seeking a new PoS solution model and multi-channel functionality
Benefits
Future-proof store IT
Opex commercial model
Reduced TCO
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So we come back to you …
Copyright 2012 FUJITSU
… driving a new customer-centric retail IT operating model.
Mobile
Store
Catalogue
Online
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The revolution has started …
Copyright 2012 FUJITSUCopyright 2012 FUJITSU
TescoVirtual Shopping
Mall, Gatwick Airport, UK
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