RETAILPROCESSES 27

for sound back-offi ce business processes. A recent Enterprise Performance Management (EPM) study conducted by analyst group, Quocirca on behalf of Oracle, asked 800 business decision makers from 10 industries in Europe and North America to rank their organisations on the quality of their processes and accuracy of information. The overall Oracle EPM Index II leapt by 38% from 5.13 out of 10 in the fi rst report to 7.04 in this year, signifying greater confi dence in the effectiveness of performance-related processes. But retail dropped from second to seventh and consumer packaged goods (CPG) dropped from third to eighth place. The research revealed an increased

focus on customer loyalty to drive growth as opposed to new products, services or geographies and signifi cant improvements in strategic planning and reporting processes. As such, it found business intelligence (BI)

TIME TO GET RETAIL’S HOUSE IN ORDER

P

erhaps more than any industry, the recession’s impact upon the retail sector has brought into a sharp focus the need

document management solutions, for example, increase productivity while cutting costs by automating previously manually intensive processes,” he said. “Retailers that recognise the cost and effi ciency benefi ts of moving to automated, paperless processes will be the ones that emerge from the dust of the recession with a lean and profi table business model.” Keith Tilley, managing director UK and

software was now generally acknowledged to be a key reporting tool. But it suggested the organisations were still too internally focused and had comparatively weak levels of integration between operational areas. Mark Thompson, managing director of

back-offi ce software provider, COA Solutions agreed that retailers should be focused on harnessing better integrated systems that can effectively manage and help to reduce costs such as budgeting, planning, cash fl ow forecasting, spend analysis, electronic procurement and document management systems. “Electronic procurement and

executive vice president Europe for SunGard Availability Services added it was important not to neglect business continuity processes: “Ultimately, the goal for retailers is to deliver a resilient and effective end-to-end service, which includes the management of all day-to- day risks. This is especially important with the shift the industry has seen towards e-trading and online operations, which demand sound stock control, resilient IT systems and effi cient frontline services. All of these must be maintained to deliver a high level of service and prevent customers simply visiting a competitor to make their purchases.”

STAY ONE STEP AHEAD

OF THE FRAUDSTERS

Chip and PIN has been highly successful in reducing certain types of fraud but criminals will always attempt to obtain card details and PINs with which to commit fraud. This typically involves fraudsters tampering with chip and PIN terminals, so these devices should be kept secure at all times.

In partnership with

Any attack on a retailer’s chip and PIN equipment by fraudsters could cause significant financial damage. It is important that retailers adequately protect their point-of-sale environment and equipment. The UK Cards Association has produced two good practice guides to help protect retailers against fraud.

www.cardwatch.org.uk

MARCH/APRIL 2010 RETAIL TECHNOLOGY

Security guidance for card acceptance devices, provides

comprehensive advice regarding the different types of chip and PIN terminal fraud. It looks at point-of-sale security, staff security and how to keep chip and PIN equipment and the environment it is used in secure.

Retailer Advice: Protecting your chip and PIN terminal

provides concise practical advice to help retailers minimise the likelihood of fraud.

Financial Fraud Action UK and The UK Cards Association strongly advise retailers to obtain both guides to help them better protect their business. Download today from

www.cardwatch.org.uk

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