The conglomerate has set aside $9mn to repay taking the total to about $30mn. For example, when a European retailer changed its platform to serve customers better, it discovered it could also offer other retailers products with their improved ecommerce platform and digitized logistics, enabling the retailer to create an ecosystem of products and services from third party sellers to offer to their customers. Time is Running Out, Motorola's handy Bluetooth device adds satellite messaging, Linux 6.2: The first mainstream Linux kernel for Apple M1 chips arrives, Sony's new headphones adopt WH-1000XM5 technology at a great price, The perfectly pointless $197 gadget that some people will love. Equinix Australia's latest report on tech skills highlights the growing reskilling initiatives across Australian IT landscape, Westpac joins a consortium of industry experts towards delivering "responsible AI". Some companies are already deep into this journey, but many other companies struggle with questions about how to upgrade the digital infrastructure. Embracing change has become a mantra for CIOs looking to take a more strategic and innovative position within their organisation today. We have a large number of our stores on assisted checkouts and are constantly growing new models of those checkouts, which allows us to offer new options to our customers. "When we talk about use case and they're saying where are the results with [this process], it helps in terms of getting that alignment and management of expectations, and when we talk about how do we think that use case is going forward, we've got that reference. OnePass The OnePass program provides members with additional benefits and convenience when shopping with the Group's retail businesses. Through all of his work, Harvey says innovation and ideas have come both from within IT, as well as across the organisation. "If we relied critically on large datasets, instead of removing human decision making and making decisions easier, sometimes you end up just reinforcing those biases.". Going beyond what the legislative requirements is something I think creates sort of a threshold for ethical standards which is a really good mindset to have: are we protecting this asset in a way that customers want us to?". Like many things, its tempting to look for the conflict, but if you just focus on the win-win, the roles just naturally evolve themselves. But other times it involves rearchitecting the system to meet the needs of today customers. Here's how. Get started by entering your email address below. The inverse of this is, of course, Netflix, which is now a $122 billion-dollar company. The key is to listen and think critically. It is going to break. It will remain so until cloud [providers] understand and contemplate the same levels of redundancy we take for granted in the way we have active-active data centres, for example, he claims. A company may begin its digital transformation journey by digitizing processes and as it matures, rearchitect processes entirely. From an engineering perspective, Madan flagged a potential embrace of chaos engineering - a set of practices designed to improve system reliability by making it more resistant to failure when encountering unknown or unanticipated operating conditions. Established in 2022, Wesfarmers OneDigital brings together the Groups digitally native businesses, including the Catch marketplace, the OnePass membership program and the OneData Group data asset. The second priority is better leveraging unstructured data to gain new insights, and Coles is trialling solutions such as Hadoop to do that, he says. Contract/Temp. Digital is not purely about the colour of the screen on the website, its what assets we as a company should be building that allow us to leverage multiple marketing initiatives and across multiple touch points. It does require time and technology but the benefits, measured by the central KPIs, are savings in time, money, and people to solve business problems and serve customers. 5. While IT plays a pivotal role in informing people of new trends, technologies and opportunities, its crucial we make sure the solution, as it is formed, delivered and then run, has to be owned by the right person and right function in Coles.. Wesfarmers OneDigital has set 'SaaS model' standards for itself, supported by service standards, engineering practices and tools that together create a foundation for the nascent digital and data arm to grow. All rights reserved. By building the right cloud technology and orchestration today, we have options for the future. For example, common errors include the nave assumption that by simply buying technology or investing in any of the fancy tools or shiny new objects of the booming tech market organizations will somehow transform. Data analytics are now an established, valuable tool for businesses, but the way they are used is rapidly changing. He said that establishing trust is also critical, as OneDigitals model sees it engage with customers of existing brands like Kmart, Target and Catch, all of whom have existing expectations of customer experience. Wesfarmers is the largest conglomerate in Australia and parent company for Coles and other iconic Australian brands. The Catch acquisition has also improved digital expertise leading to better execution and innovation. The first deputy CEO was in charge of this transformation and be built a team that contained individuals with strong innovation capabilities, which tested and built each new business. Sheffield joins Wesfarmers' executive leadership team as a managing director from November and is tasked with leading development of what it's hoping will be a market-leading data and digital ecosystem. In this iterative process or retroactive feedback loop, you enable your insights to become more predictive, more meaningful, and more valuable, which itself gives more value to the data. In late spring 2020, we surveyed senior executives, digital transformation . The focus is to get our foundations right as we grow and solve different problems for all of the [Wesfarmers] businesses, Madan said. Coles has been running the insights applications for eight months across 1200 iPads in-store and the Coles Store Support Centre, and is rolling out a similar application for Coles Express. Including Catch, this amounted to AU$2.5 billion. We are getting exceptional high take-up of that, and its an example of a win-win for both Coles and our store managers, Harvey claims. This is why talent plays such a critical role in unlocking (or indeed blocking) your digital transformation. The payoff is new sources of revenue, but the KPIs are more nuanced, typically unit economic measures that you are creating solving a significant customer problem and growing profitably. Wesfarmers is spending another $100 million this year to build a "market-leading data and digital ecosystem," OneDigital, and develop its new subscription and delivery service, OnePass, which . Most large companies have invested substantial cash in what is generally labelled digital transformation. While those investments are projected to top $6.8 trillion by 2023, theyre often made without seeing clear benefits or ROI. Based on our collective research on companies undergoing digital transformation, we offer a simplifying framework to cut through the confusion and conflicting demands. But even getting to the insights stage is not enough. Our database provides customer insight and contextual information on which enterprise applications and software systems Wesfarmers (Bunnings Warehouse) is running and its propensity to invest more and deepen its relationship with SnapHire, SAP, UKG or identify new suppliers as part of their overall Digital and IT transformation projects to stay . Where Harvey has placed his emphasis is on helping marketing to move from solving problems one by one, to building platforms people can use to solve problems at scale and more efficiently. Catch will move from Kmart Group and join Wesfarmers OneDigital on 1 July 2022. Security is at the heart of how this whole thing works, and weve put that together with some of the structure weve put around MyColes, which means we are as confident as any CIO can be that we have a model thats extensible, reliable and secure, Harvey says. View my verified achievement from Project Management Institute. Based on our collective research on companies undergoing digital transformation, we offer a simplifying framework to cut through the confusion and conflicting demands. The key to cutting through the confusion is to see that digital transformation is not a single thing, but a multi-faceted journey with differing goals depending on your industry and digital maturity. CBA, ANZ use cases selected in CBDC pilot project, Australia Post modernisation will involve digital uplift, CBA and ANZ explore conversational AI use cases. Challenges in the marketplace with fast changing customer and business expectations; Limited digital asset availability Typically, companies tackle the first pillars we describe near the start of their digital transformation journey, although as they mature they may continually upgrade to add additional pillars. Wesfarmers is closely monitoring the COVID-19 outbreak and its impact on product availability due to supply chain challenges. The worlds largest enterprises use NETSCOUT to manage and protect their digital ecosystems. Catch's vision is to be the trusted place where Australians start their shopping journey. With her strong business background, she has been instrumental in ensuring that. Wesfarmers OneDigital will power the Groups data and digital growth ambitions and provide customers with a more seamless, rewarding and valuable omnichannel experience across the retail businesses. The program seeks to attract small and medium-size businesses by offering incentives to move their workloads to the cloud. Think about analog and informal small businesses, such as a stand in a Turkish bazaar: the salespeople have a great deal of access to, and knowledge of, their customers and clients, but its all trapped in their minds. Although embarking on a digital transformation can be daunting and requires investment, many companies worlwide are starting that journey because they know it will pay off in the future. Although every organization is unique, and there are salient differences between types of businesses, industries, and cultures, the fundamental meaning of transformation is not about replacing old technologies with new ones, or capturing high volumes of data, or hiring an army of data scientists, or trying to copy some of the things Google or Amazon do. My head of digital and loyalty systems gets on exceptionally well with the head of digital marketing, and the two understand how they can add value to each other. This has now been fixed. Without a model, a system, a framework, or reliable data science, any data will be useless, just like 0s and 1s. how to upgrade the digital infrastructure, a team capable of running experiments to validate the new business opportunity, Network Advantage: How to Unlock Value From Your Alliances and Partnerships. In a statement, Wesfarmers highlighted Sheffield's experience across . Harvey points out his own team takes a highly disciplined approach around capital and investment, knowing what benefit levers will be pulled and what will be delivered before they embark on any project. Digital transformation is more than just a catchphrase, it is a global movement that is improving businesses and customer experiences worldwide. All models are wrong to some degree, but some are more useful than others. To get that right we really need to invest in getting our foundations correct - and thats where PagerDuty comes in, to make sure we are adhering to our SLOs [service level objectives] and our SLAs [service level agreements], he said. He says the software has an open architecture, it sits in the cloud, it is low cost and it is flexible. He was heavily involved in the transformation under. Wesfarmers OneDigital Escola Superior de Propaganda e Marketing About A passionate and versatile leader, curious by nature and always hungry for learning. The Challenge. Likewise, companies are using artificial intelligence to identify and act on critical customer behaviors, for example, identifying customers likely to leave your service and then intervening before the do so. "As a result of progress in recent years to develop deeper customer relationships, stronger digital engagement and expanded ranges of everyday products, the group's retail businesses are well-positioned to manage the transition as COVID-related restrictions are eased," the company said. This means were getting products through to our store fresher and in a more timely fashion, he says. Tweedie posed the ethical question of whether organisations are avoiding making assumptions on who the normal user is, emphasising that it is important to "[think] about who are the most vulnerable users and how could your project can affect them negatively". If IT foists outcomes onto teams and business leads, inevitably you get a sub-optimal outcome, he says. According to Harvey, certain loads are always going to be difficult for large corporates to move into the cloud. One of the biggest barriers to true digital transformation success is change management. While there are some savings in using external cloud environments for test and training activities, Harvey admits significant cost reduction hasnt been apparent. He saw merit in causing chaos yourself so youre ready for as many eventualities as possible. Click and Collect, an important bridge between "click" and "brick", continues to be a growth element for the Wesfarmers companies. Choosing and prioritising those assets is a two-way conversation. Revenue remained stable at AU$17.7 billion, which was partly underpinned by the 37.5% uplift in online sales across the group to AU$1.9 billion, excluding Catch. Read:From big data to AI - Where are we now, and what is the road forward? Illustration by Joi Fulton. As previously announced, Wesfarmers OneDigital is led by Nicole Sheffield and currently includes the OnePass subscription program and the Advanced Analytics Centre. Harvey has had plenty of occasions to both influence and instigate innovation at the Australian supermarket giant during his 10-year tenure. As Ajay Agrawal and colleagues argue, even with the best AI, data science, and analytics, it is up to us humans to work out what to do with a prediction. There arent many roles that have such a diversity in focus and where you are literally down in the weeds working out how youre going to apply the latest patch to Internet Explorer, to the next day thinking about what service-oriented architecture we should be putting in place based on the assumption that well be deploying different types of sales terminals in different locations and channels long-term.. However, according to the latest reports, this initiative has been facing some roadblocks, as the team battles to migrate a generations worth of legacy code. NAB Digital Option To Restrict Gambling Transactions, IBM X-Force Threat Intelligence Index Uncovers Surge in Thread Hijacking, Synopsys OSSRA 2023 report reveals the growing need for Software BOM, As Digital Card Platforms Expand Globally, Over 320 Million Credit Cards To Be Issued, More than 80% of Australian Businesses Are Reskilling IT Workers, The rising importance of AI in Precision Medicine as spending increases, Thoughtworks Technology Radar Foresees ML Propelling IoT. How public utilities use analytics to improve interactions with customers (TechRepublic). Following Wesfarmers acquisition of the Coles Group in 2007, Harvey became IT group general manager across a team of more than 700 staff. Investment in e-commerce capabilities, digital and technology initiatives have helped the Perth based conglomerate to achieve online sales growth of 35%. As previously announced, Wesfarmers OneDigital is led by Nicole Sheffield and currently includes the OnePass subscription program and the Advanced Analytics Centre. Then they will lead the change because you helped them see the opportunity.. Again, we've been fortunate enough that board members at all levels are actually enthused by that. Ive loved making significant changes with my team and really making a difference to the way our team members work at Coles, and the way our customers shop with us, he says. The investments in data and digital transformation continue with an additional $10mn budget with the data and analytics initiatives enhancing productivity and inventory optimisation. In the final stage of the process, you can evaluate results or impact. He says the company rejected SAP and Oracle because these software systems are not only expensive to install but have to be customised to suit the business. Chanticleer is Australia's pre-eminent business column. Without a clear understanding, the wrong people are often put in charge, with the wrong resources, and the wrong KPIs, setting the digital transformation project up for failure. Harvey downplays any questions about who should be responsible for the technology or leading the way, saying the impetus should be efficiency and customer delivery. The key to success is simply getting clarity that digital transformation is not one thing, but rather many different things. Whats exciting for me over time is narrowing down my focus on infrastructure, and making it less of a discussion point for small and medium-sized projects and workloads. This is more than just swapping analog processes for digital ones; it is about rearchitecting the organization and the digital operations to serve customers better. Whats vital is that people receiving and implementing the technology own the project and want the outcome, he claims. In fact, the essence of digital transformation is to become adata-driven organization, ensuring that key decisions, actions, and processes are strongly influenced by data-driven insights, rather than by humanintuition. In support of this, recent research from IDC indicates that organizations which had begun an ERP cloud migration as part of a digital transformation initiative prior to the COVID-19 pandemic fared far better than organizations that didnt. Well, one Australian conglomerate which has recently begun to embrace digital transformation is Wesfarmers (ASX:WES). For most organizations, the people aspect of transformation refers to the access they have to consumers, clients, and employees. We work hard on ensuring we are one of the top participants working in-store, and we continue to get very high engagement scores.. View my verified achievement from Project Management Institute. The framework outlines the four pillars of digital transformation we see today: IT uplift, digitizing operations, digital marketing, and digital businesses. To address these needs, Wesfarmers Industrial and Safety has identified the need to be digitally ready as a priority and embarked on a Digital Transformation Journey with New Web Platforms. Melbourne, VIC. All rights reserved. On top of that, weve changed the digital interactions. Information includes sales data, stock availability, store remuneration, markdowns and waste. University of Melbourne data strategy advisor Fiona Tweedie, who also took part in the panel, added that organisations should be active in interrogating the tools and data they use, taking into account the biases and assumptions that may arise. He also said that OneDigital had used a secure-by-design or privacy-by-design approach to service creation, and again that this is possible because the operation is new. Investment in divisional digital capabilities will continue and is expected to support enhancements to customer value propositions, expansion of addressable markets and delivery of operating efficiencies.". The first and ongoing strategy is an extensive replatforming of the groups structured data warehouses to Oracle Exadata boxes. For us, the delivery of an ROI is the way into the door, not the way out, he says. Copyright 2023 IDG Communications, Inc. For many companies, digital transformation starts with upgrading the companys IT infrastructure as well as mobile infrastructure, data lakes, and the cloud. Read:Predictions for 2019 in data, analytics, and AI. He was heavily involved in the transformation under Wesfarmers and has maintained a high-profile and impactful role during and post-acquisition. Typically, companies begin with IT uplift and digitizing operations, followed by digital marketing and new business building. I, Human: AI, Automation, and the Quest to Reclaim What Makes Us Unique. Wesfarmers OneDigital sets its service standards Head of engineering Gurnam Madan. In its most basic form, this pillar can mean swapping out analog activities with digital ones. Because of the need to understand how the business works, digitizing operations often fares better when led by the CFO or COO. Following an initial pilot in Tasmania (Bunnings is not rushing this after the UK debacle), click-and-collect will be rolled out in Victoria and then the rest of Australia. Blackwoods carries about 260,000 stock-keeping units (SKUs). This will provide greater value, expanded range and a more seamless experience for customers across the Groups retail businesses., The Catch marketplace, together with the OnePass subscription program and the Advanced Analytics Centre, provide a strong foundation for Wesfarmers OneDigital. Over the past five years, Wesfarmers Bunnings hardware store chain has been the main target of growth expenditure, according to the FY19 Strategy Briefing Day. But at the heart of everything Coles IT has to do is deliver ways in which the business can save money so we can reinvest that money into the price point. Bunnings, Kmart and Officeworks continue to deliver topline growth for Wesfarmers while Target was below expectations. Officeworks delivered an impressive 11.5% growth while Kmart and Bunnings have delivered 7.5% and 5.3% respectively. At Docuworx, we facilitate the digital transformations of business and organisations across Asia-Pacific, specialising in document management and workflow automation. Wesfarmers doesnt seem to be immune from the underpayment epidemic admitting underpayment at Target and Bunnings. Consider the chart below: However, these are all American-headquartered companies. Wesfarmers OneDigital has set SaaS model standards for itself, supported by service standards, engineering practices and tools that together create a foundation for the nascent digital and data arm to grow. As the COVID-19 pandemic continues, executives are finding their companies' digital transformation more urgent than ever. As part of the Bunnings digital transformation initiative, Wesfarmers says it is investing in specialised skill sets to accelerate its data and analytics capabilities. Except this is not really the final step after you evaluate results, you need to go back to the data. how Blockbuster missed their big opportunity. September 25, 2020 By Saibal Chakraborty , Tauseef Charanya , Romain de Laubier, and Akshaya Mahesh. In this role you will be responsible for optimising data platform engineering and architecture, as well as designing and building data products. The $30 million Bunnings project involves upgrading its online sales platform to enable click-and-collect, with $10 million spent in the six months to June 30 and $20 million budgeted expenditure this financial year. The results themselves become part of the new, richer, dataset, which will be augmented and improved with the findings of the process. Having run a corporate BYOD program for the past three years and maintained thousands of devices in its network, the latest step has been bringing BYOD to store managers. As a startup Id love cloud, but Coles is not a startup. Since I have been able to take the team under my wing, we focus very much on being part of the business, rather than a service provider. View my verified achievement from Project Management Institute. It is useful to remember this, because the real benefits from technology are not hard (i.e., cheaper systems or infrastructure), but soft (i.e., capturing valuable data). After years of talking about lifting its digital capabilities, Wesfarmers is finally putting its money where its mouth is with IT implementation projects costing $75 million at Bunnings and in the industrials division. As the figure below shows, five components are needed to execute an organizations digital transformation: Digital transformation starts with people, which is a useful reminder that whenever we talk about data especially valuable data there are humans at the end of it. 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