WORKFORCEMANAGEMENT 27


BRIDGING ONLINE A SKILLS GAP


BRIDGING ONLINE DATA SKILL GAP


their business as a key challenge to growth. Commissioned by e-commerce trading


R


solutions provider eCommera and conducted by Coleman Parkes with 100 e-commerce directors, the research attributed this skills gap to the vast differences between online and offl ine retail, with e-commerce being much more data intensive, and in turn demanding analytical skills to translate data into actionable information. The survey also found that 59% of the e-commerce directors questioned felt there was a lack of effectiveness resulting from a misalignment between functions, while 54% felt there was a lack of understanding and/or backing for online trading from the senior management team. In addition, 48% said that they were challenged by their ability to understand the data for decision making, while 47% said they had a lack of appropriate tools and technologies. The demands of e-commerce are


suffi ciently different to that of traditional


esearch recently revealed that 73% of e-commerce directors cite a lack of appropriate skills and resources in


retail that e-tailers are still struggling to put the appropriate skills and resources in place to drive business growth, eCommera warned. Online retail cannot be managed by simply walking the fl oor, as with stores, and the online management team requires specialist skills that are unlikely to be found in their offl ine retail business. Michael Ross, eCommera director,


said: “Given the growing contribution of non- store sales to retailers and the growth of online business generally, it is natural


that e-commerce professionals are faced with so many challenges in an area that is still young and changing very fast. However, it is also worth pointing out that many of these challenges can be relatively easily fi xed.”


The research was undertaken as


eCommera prepared to launch Intelligent Trader, its own response to the skills gap identifi ed by the survey and the growing need by retailers and brands to put data more effectively to work to drive profi t.


FULFILMENT SERVICE ‘CLICKS’ WITH HOUSE OF FRASER


Following a six-way competitive tender, House of Fraser has appointed Norbert Dentressangle as its multichannel fulfi lment partner to support ambitious growth plans over the next fi ve years. With annual sales in excess of £1.3


billion, House of Fraser department store group in the UK and Ireland, trading through a portfolio of 62 stores, as well as its rapidly growing web store, saw it become the fi rst UK retailer to open stores specifi cally for click-and-collect operations in 2011. The deal makes Norbert Dentressangle


responsible for the management of House of Fraser’s 510,000 square foot e-fulfi lment site in Milton Keynes, including the receipt


of goods from House of Fraser’s national distribution centre (NDC), concession suppliers and inter-store transfers, order picking, marshalling, packing, despatch and returns management. The 24-hour operation, employing a


core workforce in excess of 200 colleagues, currently handles more than 140,000 stock keeping units (SKUs) and several million items ordered every year. The fulfi lment partner will also be responsible for the collating, picking and packing of orders for House of Fraser’s growing wedding gift list service.


In addition to its proven track record in multichannel fulfi lment operations, Norbert


Dentressangle also said other key factors in House of Fraser’s decision included its proposals to improve both the processes and culture within the warehouse in line with House of Fraser’s aspirations for growth, as well as the speed and proactivity with which the company approached the tender process. Mark Holland, House of Fraser supply chain director, said: “I am very excited at the prospect of working with the team at Norbert Dentressangle to ensure that we have the platform to support the exciting growth plans House of Fraser has for its multichannel offer. Norbert came through a very exacting process and are here on merit.”


JANUARY/FEBRUARY 2012 RETAIL TECHNOLOGY


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