Chief operating officer:Support services
quick overview:
- Modernised stock management systems;
- customer relationship management (CRM) systems improving understanding of customer; and
- introduction of world-class IT governance and control framework.
2009 focus
benefits
Drive further benefits from the new stock management systems infrastructure with a specific focus on improving availability and reducing waste.
customer
Strengthen analytical capability of customer data.
communication
Support more direct targeted communication with customers using electronic media, improving interaction and reducing paper usage in line with the Good business journey.
support services: IT
New IT systems, successfully implemented by September 2007, have modernised the stock management processes and controls’ infrastructure as well as introduced modern replenishment planning and execution.
The infrastructure is now firmly embedded in the business and the envisaged benefits are becoming evident – efficiencies have improved and various initiatives have been launched to ensure these opportunities are maximised, specifically in merchandise planning and stock control.
The stock management system in food has still not delivered the benefit of improved availability and we are in the process of driving further initiatives to improve this.
With the customer clearly positioned at the centre of the retail model, the implementation of customer relationship management (CRM) systems was a high priority and we made significant progress in our ability to analyse customer data including lifestyle data, demographics and shopping habits.
Where appropriate, the IT infrastructure is outsourced to carefully selected service providers. During the year, various changes were made to the telecommunications and processing facilities, the outsourcing of the data wide area network (WAN) was concluded, and a new service provider was appointed to manage mainframe infrastructure and disaster recovery facilities.
Good progress has been made in improving IT governance and controls maturity in line with the COBIT (Control Objectives for Information and Information-related Technology) framework and current maturity levels compare very favourably with international industry leaders.