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Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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Veröffentlicht am

Exhibitor Insights
Tuesday, January 17, 2017
Bong Fadullon, GM, Shell
Steven Kramer, CEO, WorkJam

Veröffentlicht in: Einzelhandel
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Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

  1. 1. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 How Employee Engagement is Driving Operational Excellence at Shell International BONG FADULLON,GM, Retail Onsite Operational Excellence, Shell Centre STEVEN KRAMER, CEO, WorkJam
  2. 2. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 EMPOWERING&ENGAGING THEFRONTLINEINTHEDIGITALAGE Bong Fadullon, GM Global Site Operations Excellence –Shell Retail Steven Kramer, CEO-WorkJam
  3. 3. Importanceof Engagement NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  4. 4. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Tightening Labor Market Labor Cost Policy Environment Millennial Workforce Customer Expectations Changing Nature of Retail NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  5. 5. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS The Major Dilemma in Retail Today BUT… No room for additional optimization of schedule + No effective way to drive change in the organization down to associates + No pot of gold to pay for all of these new costs unless margins improve The associate experience drives the customer experience NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  6. 6. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retailers Must Quickly Adapt Employee Engagement Agility Revenue Augmentation Operational Efficiency NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  7. 7. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Top 3 Contributors to Employee Engagement Proportion of Highly Engaged Employees Experiencing This: HIGH ENGAGEMENT Proportion of Low- or No- Engagement Employees Experiencing This: 99% 98% 99% 89% 70% 53% LOW ENGAGEMENT They know what is expected of them at work They have equipment needed to do their job They are able to do their best every day NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  8. 8. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS The Shell Story NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  9. 9. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WELCOME TO SHELL ENABLE AND SUPPORT THE CONSISTENT DELIVERY OF THE WELCOME TO SHELL PROPOSITION ON SITE  High quality Customer Value Proposition execution  Retailers Service Champions are engaged and passionate  Business driven Partners  Business and excellence driven Sales Force Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  10. 10. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS EXTERNAL INSIGHTS REDUCE COST INCREASEPRODUCTIVITY SAVE TIMEDELIGHT YOUR CUSTOMERS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  11. 11. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS INTERNAL INSIGHTS: DO WE ENGAGE OUR FRONTLINE SERVICE CHAMPIONS ENOUGH? Many Not happy at site Many would not recommend their workplace Many are not satisfied in their job VOICE OF SERVICE CHAMPION SURVEY HIGHEST INFLUENCE ON ENGAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  12. 12. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WHAT’S THE BENEFIT? INCREASED PROFIT /GROWTH HIGHLY ENGAGED & MOTIVATED STAFF SATISFIED CUSTOMERS LOYAL CUSTOMERS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  13. 13. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WHAT DRIVES CUSTOMER LOYALTY? CUSTOMERS WHO FEEL TREATED LIKE GUESTS… …ARE 4x MORE SATISFIED WITH THEIR VISIT TO SHELL 4x …AND 2x MORE LIKELY TO RETURN 2x NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  14. 14. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS INTRODUCING WORKJAM NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  15. 15. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS “The increasing demand for a better customer experience means having engaged frontline staff that are fully trained to deliver WELCOME TO SHELL” WORKJAM = LAST MILE OF WORKFORCE MANAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  16. 16. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam is a Digital Workplace Platform for Hourly Workforces WorkJam bridges the gap between the WFM system and customer engagement to simplify the complexities of managing, communicating and engaging hourly workforces NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  17. 17. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS • Ensuring store labor is integrated and aligned • Execute on the elements that matter most to customers • Reengineer processes to cut costs in areas that customers do not value • Building skills and reworking processes in a way that balances employee needs with customer needs through discovery, training and two-way communication • Provide agility and new strategies in scheduling and staffing to demand WorkJam is a Digital Workplace Platform for Hourly Workforces NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  18. 18. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Messaging and Communication WHAT IS WORKJAM? Schedule Maintenance Channels and Community Shift Management Digital Badges and Reward Training and Assessments Task Management Campaign Execution NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  19. 19. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam B2B Real-time Integration Platform NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor. Workforce Management Human Capital Management Social Media Single Sign On (SSO) Warehouse Management (WMS) Logistics Order Management (OMS) Cross Channel Point-of-Sale (POS) Learning Management Archive
  20. 20. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Campaign Execution Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  21. 21. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS:  Personalized target lists  Multiple filters such as:  Position  Store Group/Brand  Regions  Any other attribute KEY FEATURE: TARGETED BROADCASTS AND DIRECT MESSAGING NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  22. 22. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS:  Group and peer-to-peer messaging  Native App Push Notifications  Retailer/Licensee and throughout store/employee hierarchy  Consistent immediate messages  Effectively reach employees KEY FEATURE: MESSAGING AND TARGETED COMMUNICATION NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  23. 23. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY FEATURE: EMPLOYEE MARKETING CHANNELS KEY BENEFITS:  Drive communication for Change Management  Company announcements/areas of Interest  User-friendly and digestible content  Targeted, secure and configurable NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  24. 24. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Micro Learning Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  25. 25. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS:  Tracking and Compliance rules  Video, Digital Content – Device Agnostic  Assessment Quizzes  Digital Badges and Profiling KEY FEATURE: TRAINING AND ASSESSMENTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  26. 26. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS:  Virtual recognition of people’s achievements and milestones.  Gamifying the employee experience KEY FEATURE: DIGITAL BADGES AND REWARDS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  27. 27. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS WorkJam: Schedule Execution Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  28. 28. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS KEY BENEFITS:  Maintain employee availability digitally  Accurate scheduling  Streamlined and better communication KEY FEATURE: SCHEDULE AND SHIFT MANAGEMENT NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  29. 29. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Partnering ForSuccess: NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  30. 30. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Planning (1-3 Weeks)  Define Operational Components  Identify key users and organizational hierarchy  Build communication plan Implementation (2-10 Weeks)  Account configuration  Import location and key employee records  Define, Build and Deploy  Super User Training Production Rollout  Deploy across Retailers  Execute Initial Content Strategy  Identify and report configurations RAPID IMPLEMENTATION PROCESS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  31. 31. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Built for Scalability Application • Microservices architecture for targeted scalability • Layered architecture • Distributed caching Database • Graph database supporting tens of billions of nodes and relationships, millions of traversals per second between nodes in a graph per machine and hundreds of thousands of ACID transactions per second • Linear read scalability • Unlike traditional databases, graph database performance stays constant as data grows. • Elastic cloud infrastructure powered by Amazon Web Services (AWS) EC2 global infrastructure • Auto-scaling, multiple availability zones, elastic load- balancing and clustering, S3 storage and edge content delivery through Cloudinary CDN Infrastructure & Network NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  32. 32. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS Final Thoughts NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  33. 33. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS “This helps service champions to stay connected with Shell” Service champions TESTIMONIALS FROM WITHIN SHELL “I can eliminate log book and track completion of activities digitally” Site managers “I no longer need to print pages long communications to my service champions” Retailer “This app helps make promotional launch more engaging and rewarding for service champions and results in higher sales” Retailer NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  34. 34. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS  Execute marketing campaigns  Visibility  Deliver the Welcome to Shell proposition consistently  Connect  Recognize top performers  Improve staff retention  Optimize productivity and efficiency WHY WORKJAM? NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  35. 35. Retail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS VALUE AND BENEFITS TO RETAILERS  Better control  Reduced complexity  Tracked training  Eliminated manual process  Reduced churn SERVICE CHAMPIONS  Employees having a voice  Rewarded and recognized  Enhanced and streamlined communication CORPORATE  Fast reach  Flawless campaigns  Effective training  Increased sales NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
  36. 36. XHIBITORINSIGHTSRetail’sBIGShow2017|#nrf17 EXHIBITORINSIGHTS NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor. THANK YOU VISIT US AT BOOTH # 512 | Level 1 OR INFO@WORKJAM.COM
  37. 37. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17

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