RetailT
shopping centre portfolios with 90 centres in Australia, New Zealand, the US and UK, Westfield has been working to achieve its strategic vision of creating a future ready human resources (HR) platform. Westfield began its journey to upgrade its Oracle
PeopleSoft Human Capital Management platform and partnered with IT development consultancy Wipro for this process. Wipro has successfully implemented the latest version of Oracle PeopleSoft Human Capital Management (HCM) v9.2 platform to ensure the shopping centre can access the benefits of the latest version of PeopleSoft HCM and support continued business growth. Wipro EasyU, an offshore upgrade lab and
innovation tool, assisted Westfield in comprehensive impact analysis of the company’s application landscape and accelerated the upgrade of custom components. Throughout the implementation Westfield ensured it standardised its core people platform to provide scalability, improve employee experience and create an integrated recruitment process, while ensuring that the upgraded process reduced overall cost of management. Peter Bourke, Westfield chief information
officer, stated: “A key component for growth is the people that form the core of Westfield. As we grow, we required a future ready and scalable people platform and Wipro’s ability to deliver value, helped us standardise our process while working seamlessly with Westfield as one team. The successful go-live is a testimony to our strategic planning and foresight in IT, as we continue our endeavours to become more efficient and scalable.” While The National Trust and Westfield are
both seeking the HR-related efficiencies that their retailer counterparts are already harnessing, other people management practices are coming under the spotlight focus on staff communication and visibility of task execution. Fresh Food retailer Coop for example, which is the largest retail group in Switzerland, has rolled out Reflexis Task Manager to its stores. As with many deployments of this kind, the
Reflexis web-based system has enabled Coop to: communicate efficiently and effectively between corporate, field, and stores; improve planning; and benefit from feedback, sharing of best practices and real-time visibility into task execution. Coop Switzerland operates a wide range of
formats including supermarkets, megastores, convenience stores, department stores, building
www.retailtechnology.co.uk
echnology
supplies and petrol filling stations formats in the food, non-food and service sectors. As a group across Switzerland Coop have more than 1,500 stores and 75,000 employees. As well as being the largest food retailer, it is the third largest employer in Switzerland. Task Manager was chosen over its competition
after a comprehensive review by August Harder, Coop chief executive. “We selected Reflexis Task Manager because from Coop’s perspective the software offers the closest match to the requirements of the communication process to stores,” he reported. “The software can be adapted and integrated very easily to the company processes and provides Coop with the opportunity for quick, easy, and consistent communication to stores. The stores operate very efficiently through the uniform structured information and save time in processing tasks created by head office and regions.” Coop has optimised Task Manager by integrating
it with SAP so that both communications and even actions within communications are sent only to the relevant stores based on the key data held in the ERP system in real time. This enables the removal of any unnecessary information for stores to read and optimises time on the salesfloor to spend with their customers. Coop Switzerland has been strategic in its use of Task Manager, integrating it with existing systems to maximise efficiency. Additionally Coop communicates to stores in three languages, necessitating a streamlined process for ensuring translations are incorporated in the workflow process. When it is considered how complex the
operations of leisure, real estate and retail organisations are, it is hardly surprising how many are turning to workforce optimisation as part of strategies that target people, as well as process and technology improvements. This is especially important, as customer experience management vendor Empathica discovered recently, where employees can have a significant impact on the customer experience. Focusing Y
our W orkforce On The Moment Of
Truth showed that 80% of consumers thought their shopping experience was improved when staff were eager to help, while 75% will walk out of the store if they do not have access to knowledgeable associates. Furthermore, customers that received helpful insight from a member of sales staff had a basket size that was 31% larger than customers who had not - something to consider when next running the payroll.
Spring/Summer 2014 41
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