APPLICATION OF

INFORMATION

TECHNOLOGY IN RETAIL

INDUSTRY

What is Retail..??

Retail is the sale of goods and services from individuals or

businesses to the end-user. Retailers are part of an integrated system

called the supply chain.

A retailer purchases goods or products in large quantities from

manufacturers directly or through a wholesale, and then sells smaller

quantities to the consumer for a profit. Retailing can be done in either fixed

locations like stores or markets, door-to-door or by delivery.

The term "retailer" is also applied where a service provider services the

needs of a large number of individuals, such as for the public. Shops may

be on residential streets, streets with few or no houses or in a shopping

mall. Shopping streets may be for pedestrians only. Sometimes a shopping

street has a partial or full roof to protect customers from precipitation.

Online retailing, a type of electronic commerce used for business-to-

consumer (B2C) transactions and mail order, are forms of non-shop

retailing.

Electronic Data Interchange

Electronic data interchange (EDI) is a document

standard which when implemented acts as common

interface between two or more computer applications in

terms of understanding the document transmitted. It is

commonly used by big companies for e-commerce

purposes, such as sending orders to warehouses or

tracking their order. It is more than mere e-mail; for

instance, organizations might replace bills of lading and

even cheques with appropriate EDI messages. It also

refers specifically to a family of standards.

Traditional Flow

Salesman go to the retail and take order

Current flow

Retailer Makes order Distributor

Automatic Invoice Goods deliveredAutomated purchase

Cloud Computing

On-line & on-site kiosk job application systems

Reinforced information systems

Wi-Fi offered in all locations

Impersonal drive-thru greeters (telemarketer like, person is not in store)

Cost reduction due to Saas and Iaas

RFID

Radio-frequency identification (RFID) is the wireless

non-contact use of radio-frequency electromagnetic

fields to transfer data, for the purposes of automatically

identifying and tracking tags attached to objects.

Future Retail Outlet Vision

Infosys Service Oriented

Architecture(SOA) For Retail

Infosys SOA Solution for Retails

Channel Integration:

Multi-Channel Integration solution addresses business and technology challenges

faced by retailers, while reaching out to customers through various touch points such

as online, company and franchisee-owned stores, B2B marketplaces and tradeshows.

Partner Collaboration:

We help retailers leverage their B2B platforms to integrate suppliers and customers in

a common supply chain. It enables retailers to manage their inventory levels and

reduce production lead time, ensuring the benefits are passed on to the end customer.

Loyalty Management:

Infosys Enterprise Application Integration (EAI) solutions enable retailers to identify

the usage pattern using Master Data Management services and promote

personalized top-up services or discount packages. We help retailers anticipate

customer demand and provide real-time services through efficient billing systems

and customer loyalty applications.

Business Process Management (BPM):

Infosys provides BPM solutions to conceptualize, model and implement business

processes that improve efficiency and accountability, provide visibility for enterprise

tasks, and enhance business effectiveness further leading to superior customer

service.

Rapid Product Launch / Channel Expansion:

The solution enables retail and CPG companies to roll out services rapidly. In

addition, our solution helps companies integrate multiple end-point applications in

the retail chain.

Infosys SOA Solution for Retail

ITIL FOR RETAIL (CASE STUDY)

Pink Elephant Ltd.

Background

Operating a shared service model across Europe, the UK-based IT

department of this leading European PC and video game products retailer

supports a complex mix of applications and multi-channel retail

architectures that include 1,000 outlets in six countries and five e-commerce

websites, as well as the provision of desktop, server and application support

to 500 employees at four UK office locations.

A programmed of new store openings, burgeoning online e-commerce demand,

plus the acquisition of a major competitor some 18 months earlier, had all placed

significant pressure on existing structures and created an urgent need for change.

Pink Elephant Ltd. (ITIL)

The challenge

• integrate the recently acquired competitor business and to support its

vision of delivering reliable fit-for-purpose services to the business.

• The creation of a unified estate of IT applications and support, underpinned

by consistent business processes, would significantly enhance both

business and retail operations.

• The race was on to fast track ITIL implementation within the new IT

organization. As a first step the IT management team wanted to complete

the design, implementation and evaluation of a new IT service

management function in just 12-weeks

The solution

• Service Desk/Incident Management, Problem Management, Change Management,

Configuration Management and Release Management, together with Service Level

Management, were the first processes to be put under the spotlight

• Next, Pink Elephant developed a route map to achieve this objective. Containing

identified service improvement opportunities and ‗quick win‘ recommendations, it

would become the immediate focus for process owners. To sustain fast track

implementation, Pink Elephant consultants worked alongside process owners to

support the redesign and definition activities.

• ―Ensuring the alignment of critical processes with business needs is a key principle

underpinning ITIL‖

• Facilitated in the fast world of online global retail, the Polestar ITSM simulation In

just a short period, Pink Elephant enabled the IT team to begin implementation of

a significant organizational change programmed.

Pink Elephant Ltd. (ITIL)

Creating the foundations for success

In just 12 weeks, an IT Service Management strategy for the successful

implementation of ITIL was completed and initiated. Key stakeholders had been

identified and aligned to the objectives of the programme. They had engaged in a

visioning exercise and built links with the business to enable the bi-directional

communication of needs and service delivery

capabilities against expectations.

Pink Elephant Ltd. (ITIL)

Turning vision into reality

In just six weeks, over 40 deliverables were undertaken and completed, including

creation of a fully defined core Service Catalogue — populated with 23 identified

services and enshrining agreed delivery standards, the catalogue provides the bedrock

for ongoing service negotiations with the business. Additionally a number of fully

evolved Service Level Agreements were created, and most significantly, implemented

a fully-fledged cross functional Incident Management process to enable the speedy

restoration of normal service operation or respond to service requests.

Pink Elephant Ltd. (ITIL)

The outcomes

• ITIL has enabled the IT organisation to become a cohesive and unified operation.

Working together to create a unified estate of IT applications and support has

overcome previously siloed working approaches — everyone now speaks a common

ITIL language, are jointly engaged in achieving common standards, and are united in

a common way of working – regardless of the IT function they operate within.

• To ensure ITIL continues to be a way of life, and enable the ongoing ITIL culture, the

IT organisation is committed to an ongoing programme of education, development

and mentoring to support its management teams.

Pink Elephant Ltd. (ITIL)

Thank you