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Vodafone Romania
• Over 8 million customers
• 279 stores
• 1 main warehouse for store replenishment
• 2,400 deliveries per month from warehouse
• 10,000 sales transactions per month
• 590,000 non sales transactions per month
Main Challenges
Operations Stock management Reporting
• Average time per sale transaction higher than industry average
• Complex operations for closing and opening of business day
• Different applications with overlapping functionalities
• High training time for new employees
• Missed sales opportunities
• Suboptimal returns processes
• After sales processes
• Stock visibility
• Financial reconciliations
• Performance
• Make Vodafone Romania the best retailer in the market
Project Vision
• Increase performance and effectiveness of the retail channel
• Build a retail application that will be used by all Vodafone Operating Companies
• Improve customer experience in stores
• Optimize business processes
Project Objectives
WH
Y O
RA
CLE
R
ETA
IL
PERFORMANCE
SCALABILITY
USABILITY
OFFLINE
EASY INTEGRATION FOR INVENTORY
MOBILE
VODAFONE PARTNERSHIP WITH ORACLE
Project Principles
Keep OOB functionalities
and adjust business process Minimize
impact on delivery roadmap
Spread load evenly for all
teams Test quality of software
early
Test using real data
Learn from initial
release
Steering Committee
Oracle Retail
POS Stream Lead
SIM Stream Lead
Quality Assurance
Stream Lead
Satellites Rollout
Operational Readiness and
Hyper care
Technical Migration
Non-Functional Solution Architecture
Integration Stream Lead
Program Manager Project Manager
Project Governance
Project Timeline
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar AprPhase 1
Phase 2
2011 2012 2013
FeasabilityDetail Design
Development
Detail DesignDevelopme
UAT8 Store Pilot
Full Rollout
UAT
System TestIIL
STIIL
Main Functionalities
• Bill Payment
• Direct Recharge & Top Up
• Standard and Non-Standard Sales
• Returns
• Repair, Buy Back, Insurance
• Offline
• On Demand Item Order
• Mobile
• Store-to-Store Transfe
• Return to Warehouse
• Stock Count
• Warehouse Receiving
• Direct Store Delivery
Roll-Out
Principles: • Migration should not affect store operations
• Migration activities performed from headquarter
• Dedicated hyper care team
w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4 w1 w2 w3 w4Apr-13Nov-12 Oct-12 Dec-12 Jan-13 Feb-13 Mar-13
Stabilization PeriodFull Rollout - 25 stores per week
First storesNext 2 stores
Next 5 stores
Challenges
• Redesign all retail business processes
• Implement SOA architecture
• Core vs. local functionalities
• Manage teams working on different time zones
• Align the project methodologies
• Find the right mixt of people working on site and off site
• Compliance with Romanian law
Non-financial benefits
Operational Benefits
Improved Customer
Experience
Reduce non-value add transaction time
Smaller number of applications used
Reduce operational risk
Assisted sales (ePOS tablet)
Faster removal of restriction after bill payment
Multiple bill payments in one transaction
One transaction for multiple payments and sales
New Capabilities Available
Cross-channel
Promotion recommendation
Item relations (compatibilities, recommendations)
Process improvements for after sales
Stock management improvements
Project Benefits
• Automation of posting of prepayments and deposits to billing
• Improved bad debt check
• Decrease time to process orders with prepayments or deposits
Sales processes Payment processes Stock management processes
• Improve store replenishment activity
• Accuracy and quality of processes of stock management
• Warehouse counting improvements
• Better control of postpaid SIM stock
• Enable seamless store to store transfer
Sales processes
• Easy process for selling related items with loyalty points or not
• Improved POD closing and switching process
• On demand process improvements
• Automated time tracking
• Automated monetary orders
Operational Benefits
Lessons Learned
• Use an out-of-box installation in order to better understand the new flows
• Make sure all relevant people are in the same area for fast responses
• One person in charge for end2end integration • Capture all data constraints in Detail Design documents • End2end reconciliation reports should be part of solution
• Tests should be done using real data and with all applications integrated
• Deploy the solution to a real store and make the sanity checks there • Migration dress rehearsal should be done for all stores and not for
the first 50 or 100
• All local Windows settings should be enforced through security policies for all users
System Test
Detail Design
User Acceptance Test
Feasibility
Roll Out
• 200 people involved in the project
• 17 impacted systems and 15 involved vendors
• 48 new or impacted interfaces
• 7 front-ends decommissioned in stores and consolidated in Retail ePOS
• 20,463 test cases run and 3,013 defect fixed
• 73 business flows and 25 reports completely redesigned
• 279 stores in scope and 1,000 store users use the application
Key Facts