1. APPLICATION OF
INFORMATION
TECHNOLOGY IN RETAIL
INDUSTRY

2. What is Retail..??
Retail is the sale of goods and services from individuals or
businesses to the end-user. Retailers are part of an integrated system
called the supply chain.
A retailer purchases goods or products in large quantities from
manufacturers directly or through a wholesale, and then sells smaller
quantities to the consumer for a profit. Retailing can be done in either fixed
locations like stores or markets, door-to-door or by delivery.
The term "retailer" is also applied where a service provider services the
needs of a large number of individuals, such as for the public. Shops may
be on residential streets, streets with few or no houses or in a shopping
mall. Shopping streets may be for pedestrians only. Sometimes a shopping
street has a partial or full roof to protect customers from precipitation.
Online retailing, a type of electronic commerce used for business-to-
consumer (B2C) transactions and mail order, are forms of non-shop
retailing.

3. Electronic Data Interchange
Electronic data interchange (EDI) is a document
standard which when implemented acts as common
interface between two or more computer applications in
terms of understanding the document transmitted. It is
commonly used by big companies for e-commerce
purposes, such as sending orders to warehouses or
tracking their order. It is more than mere e-mail; for
instance, organizations might replace bills of lading and
even cheques with appropriate EDI messages. It also
refers specifically to a family of standards.

4. Traditional Flow
Salesman go to the retail and take order
Current flow
Retailer Makes order Distributor
Automatic InvoiceGoods deliveredAutomated purchase

5. Cloud Computing

6. On-line & on-site kiosk job application systems
Reinforced information systems
Wi-Fi offered in all locations
Impersonal drive-thru greeters (telemarketer like, person is not in store)
Cost reduction due to Saas and Iaas

7. RFID
Radio-frequency identification (RFID) is the wireless
non-contact use of radio-frequency electromagnetic
fields to transfer data, for the purposes of automatically
identifying and tracking tags attached to objects.

9. Future Retail Outlet Vision

10. Infosys Service Oriented
Architecture(SOA) For Retail

11. Infosys SOA Solution for Retails
Channel Integration:
Multi-Channel Integration solution addresses business and technology challenges
faced by retailers, while reaching out to customers through various touch points such
as online, company and franchisee-owned stores, B2B marketplaces and tradeshows.
Partner Collaboration:
We help retailers leverage their B2B platforms to integrate suppliers and customers in
a common supply chain. It enables retailers to manage their inventory levels and
reduce production lead time, ensuring the benefits are passed on to the end customer.

12. Loyalty Management:
Infosys Enterprise Application Integration (EAI) solutions enable retailers to identify
the usage pattern using Master Data Management services and promote
personalized top-up services or discount packages. We help retailers anticipate
customer demand and provide real-time services through efficient billing systems
and customer loyalty applications.
Business Process Management (BPM):
Infosys provides BPM solutions to conceptualize, model and implement business
processes that improve efficiency and accountability, provide visibility for enterprise
tasks, and enhance business effectiveness further leading to superior customer
service.
Rapid Product Launch / Channel Expansion:
The solution enables retail and CPG companies to roll out services rapidly. In
addition, our solution helps companies integrate multiple end-point applications in
Infosys SOA Solution for Retail

13. ITIL FOR RETAIL (CASE STUDY)
Pink Elephant Ltd.
Background
Operating a shared service model across Europe, the UK-based IT
department of this leading European PC and video game products retailer
supports a complex mix of applications and multi-channel retail
architectures that include 1,000 outlets in six countries and five e-commerce
websites, as well as the provision of desktop, server and application support
to 500 employees at four UK office locations.
A programmed of new store openings, burgeoning online e-commerce demand,
plus the acquisition of a major competitor some 18 months earlier, had all placed
significant pressure on existing structures and created an urgent need for change.

14. Pink Elephant Ltd. (ITIL)
The challenge
• integrate the recently acquired competitor business and to support its
vision of delivering reliable fit-for-purpose services to the business.
• The creation of a unified estate of IT applications and support, underpinned
by consistent business processes, would significantly enhance both
business and retail operations.
• The race was on to fast track ITIL implementation within the new IT
organization. As a first step the IT management team wanted to complete
the design, implementation and evaluation of a new IT service
management function in just 12-weeks

15. The solution
• Service Desk/Incident Management, Problem Management, Change Management,
Configuration Management and Release Management, together with Service Level
Management, were the first processes to be put under the spotlight
• Next, Pink Elephant developed a route map to achieve this objective. Containing
identified service improvement opportunities and ‗quick win‘ recommendations, it
would become the immediate focus for process owners. To sustain fast track
implementation, Pink Elephant consultants worked alongside process owners to
support the redesign and definition activities.
• ―Ensuring the alignment of critical processes with business needs is a key principle
underpinning ITIL‖
• Facilitated in the fast world of online global retail, the Polestar ITSM simulation In
just a short period, Pink Elephant enabled the IT team to begin implementation of
a significant organizational change programmed.
Pink Elephant Ltd. (ITIL)

16. Creating the foundations for success
In just 12 weeks, an IT Service Management strategy for the successful
implementation of ITIL was completed and initiated. Key stakeholders had been
identified and aligned to the objectives of the programme. They had engaged in a
visioning exercise and built links with the business to enable the bi-directional
communication of needs and service delivery
capabilities against expectations.
Pink Elephant Ltd. (ITIL)

17. Turning vision into reality
In just six weeks, over 40 deliverables were undertaken and completed, including
creation of a fully defined core Service Catalogue — populated with 23 identified
services and enshrining agreed delivery standards, the catalogue provides the bedrock
for ongoing service negotiations with the business. Additionally a number of fully
evolved Service Level Agreements were created, and most significantly, implemented
a fully-fledged cross functional Incident Management process to enable the speedy
restoration of normal service operation or respond to service requests.
Pink Elephant Ltd. (ITIL)

18. The outcomes
• ITIL has enabled the IT organisation to become a cohesive and unified operation.
Working together to create a unified estate of IT applications and support has
overcome previously siloed working approaches — everyone now speaks a common
ITIL language, are jointly engaged in achieving common standards, and are united in
a common way of working – regardless of the IT function they operate within.
• To ensure ITIL continues to be a way of life, and enable the ongoing ITIL culture, the
IT organisation is committed to an ongoing programme of education, development
and mentoring to support its management teams.
Pink Elephant Ltd. (ITIL)

19. Thank you