john lewis it – a customer focussed service
DESCRIPTION
John Lewis IT – a customer focussed service. Andy Melson. John Lewis – a customer focussed IT service. JOHN LEWIS BUSINESS CONTEXT (Year to January 2012). SALES£3.3 bn SHOPS 29 Dept Stores, 3 Flexible format stores, 7 @Home, online, catalogues - PowerPoint PPT PresentationTRANSCRIPT
John Lewis IT – a customer focussed service
Andy Melson
John Lewis – a customer focussed IT service
AgendaJohn Lewis - background, business model and culture
John Lewis - Driving customer service standards higher
IT in John Lewis - the scale of its operations
IT in John Lewis - driving service standards higher
Achilles Heel
JOHN LEWIS BUSINESS CONTEXT(Year to January 2012)
SALES £3.3 bn
SHOPS 29 Dept Stores, 3 Flexible format stores, 7 @Home, online, catalogues
RANGE 350,000 active SKU’s – 30% own brand
STAFF 28,000 staff
• Group Turnover £9 bn approx
• Predominantly UK
• No Shareholders
JL Financial Services
PETER JONESPETER JONES
Trafford
John Lewis Business Model
Ist class customer
service
Value
Never knowingly undersold
Wide assortment
Convenient locations
Quality shop
interiors
‘Britain’s Favourite Department Store’‘Britain’s Favourite Department Store’
John Lewis’s Culture
‘Pbop’ – powered by our principles
Communication
Customer service – external and internal customers
As an Employee
Weekly dept/comm training meetings
Directorate and Department Forums in HQ
Ad hoc meetings when needed for particular issues
As an Employee
Weekly dept/comm training meetings
Directorate and Department Forums in HQ
Ad hoc meetings when needed for particular issues
As a Co-owner
Central Council, Branch Council
Weekly branch and company magazines
AGM
Annual results (bonus announcement)
As a Co-owner
Central Council, Branch Council
Weekly branch and company magazines
AGM
Annual results (bonus announcement)
Annual Bonus
John Lewis’s Culture
‘Pbop’ – powered by our principles
Communication
Customer service – external and internal customers
As an Employee
Weekly dept/comm training meetings
Directorate and Department Forums in HQ
Ad hoc meetings when needed for particular issues
As an Employee
Weekly dept/comm training meetings
Directorate and Department Forums in HQ
Ad hoc meetings when needed for particular issues
As a Co-owner
Central Council, Branch Council
Weekly branch and company magazines
AGM
Annual results (bonus announcement)
As a Co-owner
Central Council, Branch Council
Weekly branch and company magazines
AGM
Annual results (bonus announcement)
Customer Service - ‘Making the experience of using the services of the company more rewarding’
Measuring Customer Service in John Lewis
Staff survey – ‘happy staff make happy customers’
40 questions:
Company, branch, department, manager, processes, IT
Influences manager’s pay
IT in John Lewis• IT Staff Development and Application
Support - 300 (inc JohnLewis.com) - London and flexible offshore resource
• Technical Support/Data Centre/Infrastructure – 250 (shared with Waitrose) - Bracknell/London
• Staff - 50% Grad recruits / 25% experienced / 25% ex busines
• Turnover low (tracks industry by under 50%)
• Systems Portfolio – 60% in-house/40% package ……. but changing
• Infrastructure – most systems on-line, mainframe - centric, DB2/CICS/COBOL/JAVA etc.
Hardware in Branches & D Cs• 10,000 PCs and 15,000 printers• 3,500 Registers using POS
systems at 60 locations• 4,000 Hand-Held Terminals• 2,500 cordless phones
Systems• 50m + POS transactions per year,
99.95% reliability• 45,000 Gift Lists (£70m sales) • 600+ Call Centre ‘seats’ answer
130,000+ calls per week• 140,000 new products a year• 30,000 price changes processed
on a average day • Replenishment systems process
4,000 new supplier orders every day
Focus of IT
Improving customer service
Measuring IT Customer Service
Computer systems support me well in my job? – year 1
Highest branch score
Average branch score
Lowest branch score
Narrowing the IT Service Gap
Measuring IT Customer Service
SERVICE AVAILABILITY(Week Beginning)
2nd
Nov9th Nov
16th Nov
23rd Nov
30th Nov
7th Dec
14th Dec
21st Dec
28th Dec
4th Jan
11th Jan
18th Jan
25th Jan
Key Customer Facing System (CSS & POS)
Key Customer Facing System(Telephony).
Key Distribution Systems (DLX & DCMCS)
Key Buying Systems (Assortment Replenishment & WSSI).
Key Financial System (Peoplesoft)
Key Personnel System (Partnerlink)
Victoria IT Service (SAN & Network Infrastructure).
Date Description Cause Resolution of Incident
Resolution of Problem Service Area Affected Down Time
28.12.08To31.01.09
Several Hour + periods of outages or poor performance throughout TP12
Recently updated database
Users bounced off server
Ongoing investigations Partnerlink users Multiple Hour +
28.01.09 PCs hanging and difficulty logging onto the network
Caused by SMS issuing server reboot commands
Server reboots Ongoing investigations with Microsoft
Head office and some branch servers
30 Mins
19.01.09 WMS lost connectivity Server taken offline Server brought back online
Server taken offline to resolve perfomance issues
WMS 5 Mins
Operational Metrics
1000
2000
3000
4000
Incident Logs Open 2007 & 2008
Opened 2007 2358 2292 3065 2688 2698 3443 2789 2711 3403 2695 2500 2986
Opened 2008 2811 2456 2359 2406 2523 3175 2507 2588 3306 2558 2981 3479
Feb Mar Apr May J un J ul Aug Sep Oct Nov Dec J an
98.00
98.50
99.00
99.50
100.00
Online Availability Average YTD
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
98.00
98.50
99.00
99.50
100.00
Operating Deadlines Average YTD
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
Online AvailabilityOperating Deadlines
20082007
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
3:00
4:00
5:00
6:00
7:00
8:00
VAT
change
Critical Path Length Incident Logs
Computer systems support me well in my job?
?
Before After
Beauty Facelift