CIO Straight Talk - Issue 2 - 48

What were some of the learnings from the program?
We are also keen on knowing about HCL Axon’s
involvement in Pick n Pay’s Smart Shopper Loyalty
CRM implementation and how you worked together
with them. What are some of the challenges and
highlights of the engagement?
The key success factors of the program were:
Business buy-in and sponsorship – The marketing,
buying and supply chain departments in Pick n Pay were on
board and enthusiastic from the outset.
Robust technology solution – The underlying SAP CRM
technology is fully integrated with our SAP merchandising,
finance and supply chain systems, which gave us a
rock-solid underlying platform. On this we built the loyalty
and analytical engines from 5ONE and Laser. The kiosk
solutions from NCR and core hardware infrastructure from
IBM completed a highly robust technology landscape.

To ensure maximum competitive
advantage from Smart Shopper,
the whole program was managed
with a high degree of secrecy.
When the first phase was launched
nationally across all of our stores,
it came as a complete surprise to
our competitors.

Strong program leadership with clear communication
and delivery accountabilities – As stated above, this was
the key. HCL AXON played important roles in program
management and project management, as well as being our
SAP implementation partner. Pick n Pay has more than a
five-year relationship with HCL AXON that played a key
role in all of our SAP transformation programs.
Good in-store execution – from a number of
perspectives, including technology deployment and
training – To give a perspective we trained 20,000+
in-store staff in the week immediately preceding the
go-live.
Speed to market – From design to launch took eight
months – This speed was vital to ensure that secrecy was
maintained and that our market advantage was maximized.

The Takeaway
Avoid scope creep: The company stuck to the original implementation plan, which committed to installing a core set of capabilities in
the first round and left any enhancements for subsequent rounds. “Otherwise, we would never have met our timeline,” Rohland says.
“Also, if we threw too many new features at the business users, we would have overwhelmed them.”
Do not train users too soon: “If trainers get ahead of the installation timeline, by the time a store actually goes live, the staff may
forget how to even log on. You’ve got to train people as close as possible to their go-live so they learn and implement at the same
time,” Rohland says.
Get business unit department heads to participate: Pick n Pay gave representatives from the HR, buying and finance departments a
seat on the project management board. The overarching goal was to make the deployment a business endeavor, not a pet project of the
IT department. “The business had to take ownership,” Rohland says.
Perform reality checks during the implementation: Rohland hired external SAP business experts who had already implemented
large-scale ERP deployments to evaluate Pick n Pay’s progress. She gave these experts carte blanche to ask any questions of her
project team. By having regular health checks, Rohland's team was able to recognize the risks right up front, and the second assessment went more smoothly.

48

// CIO Straight Talk



CIO Straight Talk - Issue 2

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 2

CIO Straight Talk - Issue 2
Contents
So What Do CIOs Want
Innovation at the Periphery
The CIO as Thought Leader
Career Move: From Managing Technology to Managing Change
Every CIO is in the Information Business
Analytics and Decision Making
Putting IT at the Center of the Customer Experience
Pick n Pay Focuses on Delivering Value to Customers
Bringing "Lean" to IT
Whither the Cloud in a Stormy IT Enviroment?
Management by Driving a Stake in the Ground
From Data Processing to Orchestrating Knowledge
Extreme Collaboration
Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - CIO Straight Talk - Issue 2
CIO Straight Talk - Issue 2 - Cover2
CIO Straight Talk - Issue 2 - 3
CIO Straight Talk - Issue 2 - Contents
CIO Straight Talk - Issue 2 - 5
CIO Straight Talk - Issue 2 - So What Do CIOs Want
CIO Straight Talk - Issue 2 - 7
CIO Straight Talk - Issue 2 - 8
CIO Straight Talk - Issue 2 - 9
CIO Straight Talk - Issue 2 - 10
CIO Straight Talk - Issue 2 - 11
CIO Straight Talk - Issue 2 - 12
CIO Straight Talk - Issue 2 - 13
CIO Straight Talk - Issue 2 - 14
CIO Straight Talk - Issue 2 - 15
CIO Straight Talk - Issue 2 - 16
CIO Straight Talk - Issue 2 - 17
CIO Straight Talk - Issue 2 - Innovation at the Periphery
CIO Straight Talk - Issue 2 - 19
CIO Straight Talk - Issue 2 - 20
CIO Straight Talk - Issue 2 - 21
CIO Straight Talk - Issue 2 - The CIO as Thought Leader
CIO Straight Talk - Issue 2 - 23
CIO Straight Talk - Issue 2 - 24
CIO Straight Talk - Issue 2 - 25
CIO Straight Talk - Issue 2 - Career Move: From Managing Technology to Managing Change
CIO Straight Talk - Issue 2 - 27
CIO Straight Talk - Issue 2 - 28
CIO Straight Talk - Issue 2 - 29
CIO Straight Talk - Issue 2 - Every CIO is in the Information Business
CIO Straight Talk - Issue 2 - 31
CIO Straight Talk - Issue 2 - 32
CIO Straight Talk - Issue 2 - 33
CIO Straight Talk - Issue 2 - Analytics and Decision Making
CIO Straight Talk - Issue 2 - 35
CIO Straight Talk - Issue 2 - 36
CIO Straight Talk - Issue 2 - 37
CIO Straight Talk - Issue 2 - 38
CIO Straight Talk - Issue 2 - 39
CIO Straight Talk - Issue 2 - Putting IT at the Center of the Customer Experience
CIO Straight Talk - Issue 2 - 41
CIO Straight Talk - Issue 2 - 42
CIO Straight Talk - Issue 2 - Pick n Pay Focuses on Delivering Value to Customers
CIO Straight Talk - Issue 2 - 44
CIO Straight Talk - Issue 2 - 45
CIO Straight Talk - Issue 2 - 46
CIO Straight Talk - Issue 2 - Bringing "Lean" to IT
CIO Straight Talk - Issue 2 - 48
CIO Straight Talk - Issue 2 - 49
CIO Straight Talk - Issue 2 - 50
CIO Straight Talk - Issue 2 - Whither the Cloud in a Stormy IT Enviroment?
CIO Straight Talk - Issue 2 - 52
CIO Straight Talk - Issue 2 - 53
CIO Straight Talk - Issue 2 - 54
CIO Straight Talk - Issue 2 - 55
CIO Straight Talk - Issue 2 - Management by Driving a Stake in the Ground
CIO Straight Talk - Issue 2 - 57
CIO Straight Talk - Issue 2 - 58
CIO Straight Talk - Issue 2 - From Data Processing to Orchestrating Knowledge
CIO Straight Talk - Issue 2 - 60
CIO Straight Talk - Issue 2 - 61
CIO Straight Talk - Issue 2 - Extreme Collaboration
CIO Straight Talk - Issue 2 - 63
CIO Straight Talk - Issue 2 - 64
CIO Straight Talk - Issue 2 - 65
CIO Straight Talk - Issue 2 - Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - 67
CIO Straight Talk - Issue 2 - 68
CIO Straight Talk - Issue 2 - 69
CIO Straight Talk - Issue 2 - 70
CIO Straight Talk - Issue 2 - 71
CIO Straight Talk - Issue 2 - 72
CIO Straight Talk - Issue 2 - 73
CIO Straight Talk - Issue 2 - 74
CIO Straight Talk - Issue 2 - Cover3
CIO Straight Talk - Issue 2 - Cover4
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