Robust Digitalization @PLUSYvonne Kubbinga

Utrecht, 5 Januari 2016

2Robust Digitalization @PLUS

Yvonne Kubbinga - Introduction

Innovative Operator Transparant & Honest Passionate about ICT Operations Inspire others to improve everyday

Firm believer of people = Game changer

The PLUS formula: a proven success

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‘Plusmarkt’ becomes ‘PLUS’

Acquisition of 72 Super de Boer stores

Acquisition of 65Edah stores

Enhanced strategy andnew store concept

Most customer-friendly company in the Netherlands

Supermarket and local supermarket

of the year in the Netherlands

2001

2002

2006 2013

2010

Sustainabilityaward

2015

2014

Logistical structure●1 national distribution centre ●3 regional distribution centres ●1 distribution centre for frozen

products●1 distribution centre for fresh

product

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RDCIttervoort

RDCHaaksbergen

RDCHendrik Ido Ambacht

LDCMiddenbeemster

VDCBarendrecht

DDCUtrecht

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The PLUS mission…The cooperative home of independent supermarket retailers in the Netherlands with a joint goal:

sustainable business operations with a focus on Attention, Quality, Local and Responsible.

ICT Ontwikkelingen bij PLUS 6

Smooth operation• Where is the impact the biggest during a major outage?– Stores– Supply Chain / Logistics

• What has potentially more impact, partial outage or complete black out?• What non-ICT outage can impact the business processes?• What are the top irritators in ICT malfunctions in Stores, Online?

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Warehouse Operations

Robust Digitalization @PLUS

High dependency on ICT in Supply Chain

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Store Operations

Robust Digitalization @PLUS

Stores are robust, with dependency on ICT

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Digitalization @PLUS

Robust Digitalization @PLUS

• eCommerce– PLUS.nl– Instore Order Picking > Home delivery– Pick-Up Points

• Self Scanning• Biometrics• Near Field Communication (contactless pin-terminal)• ServiceNow– Self Service Portal > Central ICT Support system

Today – Multi ChannelCustomer shops separately in store, online and mobile

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Key Success factors of Digitalization• Conditions for the customer to accept digitalization– Added value– Easy to use– Perfect customer service, always

• Why smooth ICT Operations is baseline for success– Stable– High Performance– Low risk

Digitalization = robust & simple, or = DissatisfierRobust Digitalization @PLUS

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View of CustomerConsumer needs new movements Eco-focus, self-sufficiency in cooking, online shopping responses to consumer needs

Consumers go viral Individual experiences are made public in social media immediately and relentlessly

Next generation is 100% mobile Information gathering & shopping happens any-where/time/place also for groceries

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How to earn the customer (again & again)• Brand & Trust– Decision based on • Personal experience & peer advise• High quality, perfect service, right price• Right place, right time

– Deliver added value in combination with perfect customer journey– Every time right, fast and perfect customer service

Condition is robust & flawless operations

Robust Digitalization @PLUS

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Future in Digitalization

Robust Digitalization @PLUS

• Store– Beacon– RFID– 3D printer

• eCommerce– Drone

• Home– Amazon dash

Tomorrow – Seamless Cross ChannelCustomer shops integral in store, online and mobile

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Future trends (Gartner report)

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Why innovation is tough to crack• Ethical discussion on personal data• Fear for canabilisation on current business• Focus on current operations, innovation is extra duty• Growth is mainly done risk-free• Inside out thinkingInnovation is out there & the customer likes it

Future – Omni ChannelCustomer experiences a brand & multiple integral connecting point

Robust Digitalization @PLUS

plus.nl