Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Managers in
Motion
Unchaining Store Managers from the
Back Office to Drive Better Experiences
A JDA Webinar
August 15, 2013
#WFMWebinar

1 2 3 4 5
The Store Still
Matters
Expectations &
Experiences
Barriers to
Success
Overcoming
the Barriers
How JDA
Can Help
Dave Bruno
Product Marketing Director, WFM
@DaveTheWaveSD
#WFMWebinar

1 The Store Still Matters
#WFMWebinar

Despite Digital Influence, Most
Still Prefer to Buy In-Store
Source:PwC,2012GlobalMultichannelConsumerSurvey
0% 25% 50% 75% 100%
Furniture
Grocery
Apparel
Health & Beauty
Electronics
Books, Music, Video
Research and
Buy in Store
Research Online,
Buy in Store
Research and
Buy Online
Research in Store,
Buy Online
9of 11product categories surveyed the majority of
consumers prefer to use stores for purchasing
50%
#WFMWebinar

Still the Place Where Most Shopping
Journeys Cross the Finish Line
90%of all non-grocery retail revenue
in the US and UK was transacted
inside a store
In 2012…
Source: Forrester
85%
By 2015?
of all non-grocery retail
revenue in the US and UK will
still be transacted in a store
Source: Forrester
#WFMWebinar

The Store:
Once Again the Centerpiece
of the Cross-Channel Journey
2012
Source: Cisco Internet Business Solutions Group (IBSG)
2011
57% Research Online
Buy in Store 65%
24% 29%Research on Mobile
Buy in Store
38% 40%Research in Store
Buy Online
#WFMWebinar

2 Expectations & Experiences
#WFMWebinar

The Information Age Has
Come To the Retail Store
53%
Compared to 2011…
Are more demanding of visibility
into pricing information
(including comparative)
46% Are more demanding of
information about promotions
and coupons
40% Are more demanding of access
to all forms of decision-making
information
Source: Cisco Internet Business Solutions Group (IBSG)
#WFMWebinar

Most Retailers Have
Not Kept Pace
61%of retail managers believe shoppers
are better connected to product
information than store associates
Source: Motorola 2012 Holiday Shopping Survey
( )51%
that’s up from
in 2010
#WFMWebinar

Source: Motorola 2012 Holiday Shopping Survey
Shoppers (Across Generations)
Tend to Agree
32%38%46%
#WFMWebinar

Fulfillment (In)Flexibility
Leaves Shoppers…Unfulfilled
91%of consumers would take
advantage of buy online, pickup
in store options if offered
Source: IBM
46%of US retailers offer
the service as an option
Source: IBM
Only…
#WFMWebinar

click & collect outlets
in France1
of German grocery shoppers
choose drive-through over in-store2
of all UK online orders
are click & collect3
Lessons to Be Learned
From Across the Pond?
700 23% 10%
1-LSA Research 2-Aldata 3-IMRG
#WFMWebinar

In General, Store Shopper
Satisfaction is Slipping
15%Source: IPG Media Labs
Store shopper satisfaction is declining
per year
#WFMWebinar

Shoppers Express Their
Displeasure with Their Wallets
72%of holiday 2012 shopping related
walkouts resulted in lost sales
Overstating the Obvious?
Source: 2012 Motorola Holiday Shopping Survey
#WFMWebinar

Shoppers Express Their
Displeasure with Their Wallets
$156per abandonment
Source: 2012 Motorola Holiday Shopping Survey
However…
they took with them
#WFMWebinar

Shoppers, Retailers Agree:
Winning Experiences Win
49%
Source: Accenture 2013
of consumers believe the best thing retailers
can do to improve the shopping experience is
to better integrate in-store, online & mobile
75%
Source: Motorola 2012
of US retailers believe that a more engaging
in-store experience will be critical to their
business in the next 5 years
#WFMWebinar

3
Barriers to
Success
#WFMWebinar

Performance Doesn’t
Match Importance
Importance vs. Performance
of Physical Stores
Grocery Mass Merchant Specialty
92% 92%
97%
78% 78%
85%
How Important
Are stores?
How Are Stores
Performing?
Source:SupplyChainInsights2013
14% 14%
12%
#WFMWebinar

Workloads Keep
Expanding…
71%Source: Integrated Solutions for Retail
of store managers indicate that the
amount of work their stores need to
do has increased in the past year
#WFMWebinar

…While Store Payrolls
Keep Shrinking
72%
Source: Integrated Solutions for Retail
of store managers indicate that their
labor budget has stayed the same
or decreased in the past year
#WFMWebinar

$0
$200
$400
$600
$800
$1,000
$1,200
2000-2004 2005 2006 2007 2008 2009 2010 2011 2012
Productivity Has
Proven Problematic
e-Commerce
Grocery
Mass Merchant
Specialty
Revenue per Employee
#WFMWebinar
Source: Supply Chain Insights 2013

Strategic
Shortcomings
Source: SD Retail Consulting
of US retailers are planning to unveil
a pilot in-store pickup program by
YE 2013
24%
Only…
#WFMWebinar

Strategic
Shortcomings
of US and UK retailers have not invested
sufficiently in training their store staff on how
to handle multi-channel customers in-store
80%
A Whopping
• Showrooming
• Competitive price matching
• In-store pick-up requests
• Addressing knowledge
shoppers gained online
#WFMWebinar

of retailers indicate that field management is
providing the leadership necessary to drive
improved productivity through their physical stores
in the new multi-channel environment
25%
Fewer than
Lack of Leadership is
Part of the Problem
#WFMWebinar

No Shortage of
Strategic Challenges
Source: RSR Research 2012
Need to meet consumer demands
for better customer service
58%
Need to improve top line
via better store experiences
58%
Need to improve store execution
of corporate strategy
47%
Need better accountability for store
readiness and customer service
38%
#WFMWebinar

Impediments to
Excellent Experiences
44% 33%Managers spend too much
time in the back office
Employees spend too much
time on non-selling tasks 41% 47%
Employees pulled in too
many different directions 33% 53%
Unable to respond quickly
to events on sales floor 30% 33%Source: RSR Research 2012
Winners Laggards
#WFMWebinar

A Constant Concern
Source: 2013 AT Kearney
34%of their time interacting
with customers
And only…
39%
Store managers spend
of their time on administrative &
merchandising compliance tasks
#WFMWebinar

37%of retailers indicate that store managers
lack information they need on the
sales floor and they spend too
much time in the back room
Actionable Information Not
Available Where Needed
Root Cause?
#WFMWebinar

Three Keys to
Overcoming the Challenges4
#WFMWebinar

Smarter Schedules:
A Smart Place to Start1#WFMWebinar

Big Data:
Big WFM Opportunity
Machine learning & artificial
intelligence combine to leverage data
to greatly improve utilization and
allocation science
#WFMWebinar

Big Data:
Big WFM Opportunity
Resulting in schedules that require
much less local management
intervention
#WFMWebinar

Smarter Schedules
Promise Payback
50%of retailer winners identify
“software that schedules the right mix of labor”
as a Top 5 technology with potential to
deliver value in the store
#WFMWebinar

Scheduling Value
Clearly Calculates
UnplannedOvertime
RevenueperFTE
CustomerRetention
CustomerSatisfaction
Best in Class Schedulers
Laggards
7.1%
16.0%
8.1%
-1.1% -1.1%
10.5%
14.3%
4.1%
Source: Aberdeen Group 2012
2x
8x
10x
3x
#WFMWebinar

Those Who Tackle
Tasks Triumph
The merchandise is in the store, it
just can’t make the jump from the
shelf in the back to the one in front.
There’s not the people to do it.
“
”--Store Worker
2#WFMWebinar

Leaders Manage More
Tasks, More Effectively
26%more likely to have task
management tools
Best-in-Class Retailers are
30%
And their managers are…
more likely to have task management
dashboards available to them
#WFMWebinar

A Good Game Plan
Helps Gain Ground
44%of retailers identify improving store
operations workflow as key to
improved in-store experiences
#WFMWebinar

Task Management
Best Practices
Centralized Communication
5
4
3
2
1
Task Prioritization &
Workload Balancing
Easy Access to Task Status
w/Systematic Issue Escalation
Executive Dashboards
Integrated Mobility
#WFMWebinar

Mobilize…Everything3#WFMWebinar

Retailers Weigh
Mobility’s Impact
4.16 Customer Service
3.73 Task Management
3.56 Endless Aisle Selling
3.16 Self-Service Scheduling
Functions Mobility Can Impact?
Source: JDA, “Workforce in Motion” 2013
#WFMWebinar

Self-Service Shifts
Drive Engagement
14%
Employee self-service
scheduling apps delivered via
mobile increase employee
engagement
#WFMWebinar

Shift Bidding
Buys Manager Time
30%
Real-time, two-way, multi-channel
communication with employees
via SMS, e-Mail or IVR yields a
Source: JDA 2013
increase in short-notice
shifts being filled
45
Streamlined communications also
dramatically reduces scheduling times
and other expenses, including
Source: JDA 2013
saved per shift needing to be
filled on short notice
minutes
#WFMWebinar

Mobile WFM Keeps
Managers in Motion
3
Retail organizations that
use mobile WFM tools
improve manager productivity
Source: Aberdeen Research
more than those not
using mobility for WFM
#WFMWebinar

Summary and Conclusions
#WFMWebinar

5 How JDA Can Help
#WFMWebinar

Customers
35 Countries
250
1.2MEmployees
100,000 locations
TASK
MANAGEMENT
SCHEDULING TIME &
ATTENDANCE
LABOR
MANAGEMENT
Industry-leading Retail
WFM capabilities…
available in the Cloud
#WFMWebinar

JDA Schedule
Optimization
Employee Preferences
- Availability
- Hours per day/week
- Vacation and Time Off
- Skills & Certifications
Task Management
- Non-Service Labor Needs
- Planograms, Resets, etc..
- Permission and Priority
- Due Dates
Labor Demand
- Customer Service
- Minimum Requirements
- Restaurant Characteristics
Budgets
- Labor Hour Budgets
- Dollar Budgets
- Lowest Cost Schedule
Rules & Regulations
- Meal and Break Rules
- State regulations
- Business Rules
1
#WFMWebinar

Smarter Scheduling
at Work
Pharmacy Retailer
6,000 Employees
250 Stores
Improvement matching schedules
to demand increased store manager
time on floor by 50%
#WFMWebinar

Smarter Scheduling
at Work
88%reduction in
overtime spend
170basis point improvement in
labor as percent of sales
17point Net Promoter
score increase
#WFMWebinar

JDA Task Management2
#WFMWebinar

Task Management
at Work
Grocery Retailer
135,000 Employees
1,000 Stores
Integrated Task Management with
Scheduling to streamline truck to shelf
and improve customer experience
in highly promotional business
#WFMWebinar

Task Management
at Work
6.7%reduction in
hours invested
29%reduction in
premium labor
8-12%improved manager coverage
during key weekend days
#WFMWebinar

Mobile Shift
Connect
Mobile Employee
Connect
Mobile Manager
Connect JDA Task
JDA Mobility for
Workforce Management
----- EMPLOYEE ENGAGEMENT ----- ----- EXECUTION & CUSTOMER SERVICE -----
------ EMPLOYEE SCHEDULING ------
3
#WFMWebinar

Mobility at Work
Sports Complex
5,000 Employees
Implemented Mobile Shift
Connect to end over-
staffing by >10% to account
for absenteeism and their
inability to staff on short
notice
#WFMWebinar

Mobility at Work
22%reduction in time spent on
pre-event scheduling
40%reduction in over staffing
5( instead of two hours )
short notice shifts are staffed in
minutes
#WFMWebinar

Learn More…
Recruiting, Retaining and Engaging the
New Face of the Retail Workforce
Webinar On Demand
http://www.retailtouchpoints.com/workforce-in-motion
http://slidesha.re/1eEtw2J
News, Insights, and Perspectives from
Around the Industry
Workforce 20/20
http://www.scoop.it/t/workforce-2020
Brochures, White Papers, Case Studies,
Videos and more…
JDA.com
http://www.jda.com/solutions/wfm-workforce-management/#overview
#WFMWebinar

Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Recommended

Recommended

More Related Content

What's hot

What's hot (19)

Similar to Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Similar to Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience (20)

More from JDA Software

More from JDA Software (20)

Recently uploaded

Recently uploaded (20)

Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience