PART 1

1. Outline an organisation that you are familiar with.

Woolworths is an Australian chain of supermarkets the owners are Woolworths group
founded in 1924 today is the largest retail of groceries in Australia owning the 33% of the
market as of 2019.
http://www.roymorgan.com/findings/8336-fresh-food-and-grocery-report-december-2019-
202003230634
Founded on September 22nd, 1924 by five Australian entrepreneurs. The first store was
called "Woolworths Stupendous Bargain Basement" at that moment there were just 29
shareholders and there was no interest to accelerate the brands recognition as the business
grew by selling a variety of goods at lower prices as well as money back guaranteed. At this
point they were at the top of the state of the art, innovating in Australia, implementing
receipt printing cash register machines in 1926, and being the first in the world to do so, the
shareholders received more capital, the dividends paid by the company increased from 5%
to 50% after its third year of operation, and they invest in the second super market that
opened its doors on 6 august 1927, on queen street in Brisbane, the first supermarket in
New Zealand was opened in 1929.
The company was expanding and decided to diversify experimenting on a variety of types
of grocery stores and more stores began to store fruits and vegetables and food. After years
of experience in the market they opened the first self-service in Sydney and in 1958 they
successfully open the first Supermarket at Dee Why, followed by the first purpose-built
supermarket at Warrawong in 1960.
In the 21 century the company become more conscious of the environment and stopped
providing single-use plastic bags during checkout.
The portfolio of Woolworths is based on groceries as vegetables, fruit, meat, packaged
foods, etc. but also sales health and beauty products, pet supplies and baby supplies.
They are the owners of brands like Sam´s Pantry, Thomas dux range, Woolworths BBQ
Plantitude, delicious nutrition’s, free from Macro, Essentials Brinch, Frey and so many
others.
Woolworths has as slogan ‘’fresh food people’’ campaign launched in 1987 after
implementing new company protocols for the food departments.
https://www.woolworthsgroup.com.au/
Group Woolworths states in the about us section on their web page that Woolworths is a
business built on integrity, and unwavering dedication, “we are on a mission to deliver the
best in convenience, value and equality for our customers, we employ over 200000 team
members who serve over 29 million customers across our brands every week, we are a
trusted partner to thousands of local farmers and manufacturers.”
“Woolworths is Australia’s largest supermarket chain. Operating 995 stores across
Australia, Woolworths relies on the 115,000 team members in stores, distribution centers
and support offices to provide our customers with superior service, range, value and
convenience.”
Woolworths mission in fact is to be the first choice for costumers in Australia, they care
about the value, innovation and sustainability
Their vision
“As one of Australia’s most innovative retailers, Woolworths understands that consumers
are looking for new, simple ways to shop. Consumers can shop from the comfort of their
computer at home or on the train on their way home from work using the Woolworths
Supermarket App and the best part is, their groceries can be delivered straight to the kitchen
bench.”
Woolworths values are service, quality, and efficiency, right now, they have focused in
online deliveries. Understanding that the customers needed new and easy way to shop by
offering trackers, accounts, pickup deliveries, costumer services experts and not only
informatic services and guides to shop online, is a prove of pursuing those values
It values quality, Woolworths care a lot about the fresh quality of the fruits and vegetables
that they buy from the Australian growers and farms, it values service innovation, because
they learned that the behavior of the costumer had changed, and so they claim maintaining
high quality standards by maximizing process efficiency, and thus, remaining highly
profitable, a way that every stakeholder will definitely benefit from and in addition will be
able to impact in every community they are immerse into a better place to live. By
providing the best groceries and job opportunities inside the industry for the farmers,
sustainability has become one of the core values Woolworths launched in its Good
Business Journey, in which it set medium to long-term targets to continually improve, be
more efficient, and to make an even more positive impact. As part of the journey the
company introduced sustainable seafood policy in 2008.
‘'Our vision is to be the most sustainable retailer in the southern hemisphere, which means
ensuring the integrity of all our supply chains – from seafood to clothing. We are delighted
to partner with the International Pole & Line Foundation to ensure the long-term viability
of responsibly caught one-by-one tuna. We recognize the value that these fisheries bring in
terms of quality and sustainability, and we are pleased to support them for the benefit of the
coastal environment and communities connected to them.’’
Spencer Sonn (Woolworths Managing Director of Foods)
Social media and traditional advertising are the communications channel. Being the biggest
supermarket chain in Australia, they focus on education programs so the customers buy
online and use the coupons and rewards from shopping. They also use their web page to
receibe job applications and partnerships requests sending a strong message of immersion
and ownership within the community.
2. Monitor the external environment to identify events or trends that impact on the
achievement of organizational objectives.
The post pandemic situation has changed the market in many ways, the costumers are self-
conscious about staying in a shop, which means that they buy less, so there are some trends
that mitigate these effects and help to guarantee the sales and even grow continuously,
online sales/
The online market has increased due to the change in the behavior of the costumers that are
continually looking for the best and the easiest way to make the groceries shops. In this
aspect Woolworth has made an excellent effort, the web page and the e commerce are well
designed and paired with the delivery company. It also has a tracking option to see where
and how is the delivery going, they also educate the costumer to buy online, it seems to
have a reliable customer service and efficient logistics.
But they haven’t explored the opportunity that represents synchronizing the information
from the Internet of things integrated in new smart fridges, they gather the information of
what you buy, and when you run out of any product it stores the data, so the fridge will
make the list of the groceries that the costumer needs to buy. You could save the costumer
and the company time just by presenting the customer options of future orders with that
data.
Other opportunity is the hybrid ‘’shop and eat’’ concept as the in-store cafeteria does, it
increases the time that the costumer spends in the supermarket, so they have time to think
and buy more things.
In the article “The future of grocery shopping”, Forbes predicts that the grocery stores of
the future will display the latest trends across health, ingredients, dishes and cooking styles.
The goal? To make it easier for customers to find the foods they want and get inspiration as
they shop.”
Labeling every product in the shop will help to make easier the purchasing process, and
will make the costumer make impulsive purchases just because its healthy or because the
receipt said that it has that special ingredient.
The final trend is the intelligent shop by amazon that allow the customer to pick the
groceries and go through without lines, using just the card that let you store, an algorithm
controlled by cameras identify what you pick and in the moment, you get out of the store it
makes the ticket and debit from the account synced in the membership. It doesn’t mean that
the shop doesn’t have any employees, there is a team that make recommendations in the
process and they can increase the experience in the shop also the IT staff.
 Post pandemic
 Costumer behavior changes
 Increase of the online traffic.
 In-store pop-ups, events, and classes
 Content marketing
 Personalized customer experiences analytics
 Hybrid shop and eat concepts.
 Aiding product discovery
 Sustainability
 Home delivery
 Sync with intelligent fridge devise
 Intelligent shops like amazon
https://www.amazon.com/b?ie=UTF8&node=16008589011
https://www.lsretail.com/blog/6-trends-shaping-the-future-of-supermarkets-and-grocery-
stores
3. Consult stakeholders, specialists, and experts to assist in the identification of major
change requirements and opportunities.
Every project of innovation and management of change must be directed by a project
manager specialist that gives an overview of every step of the project, he is the responsible
of the timeline
He is the leading head but it needs supervisors that monitor the job done by the operative
force, in this case, to make an efficient work implementing the software to sync the fridges
and make them place an online order for the groceries that the costumers need. The team
would be formed by a specialist in project management software, electronic and mechanic
engineers and a test group that will try the beta before implementing the software with the
costumers. Then, in the launch of the software the company will need to re educate the
costumers and help them in the buying process, showing them the functions and how to
place the selected the products in case they don’t want to include any other than selected
items by the platform, then in launch giving surprise massive discounts to early birds.
PART 2
1. Establish a strategic change for the organisation you have chosen.

The situation of the company is the fully online and omnichannel experience that is
prepared for the costumer. Understanding the benefits of the digital marketing, the
ecommerce and the web page changes the acquisition process and needs to educate the
costumer to do all the shopping by using the new platform.
But they haven’t thought about the implementation of software that sync the new line of
smart fridges that automatically count and generate alerts of what groceries the customer
runs out of, and on the other side they have a big opportunity implementing the idea of the
intelligent shop of Amazon Go, in that way Woolworths would have automatized all the
supply chain including the post-sale and costumer services.
The first step would be to get the permissions to operate and present the planning for the
shareholders, make the software and algorithms operations and put the project manager and
the supervisors in charge of the programmers and the software team,then, if everything
goes according to plan, release the beta and try to implement by stages discovering fails,
bugs and problems and fixing them in the review.
2. Review existing policies and practices against strategic objectives to identify where
changes are required.
There will be changes in the subscriptions and billing policies as well as changes in the
process of sale in the intelligent shop and the policies of devolutions, the practices that will
change and will need to be reinforced is the customer service.
The automated purchases made by smart fridges should be monitored and the data of the
orders must be attended in every shop according with the location of each customer
reassuring that the logistic process would be successful.
3. Undertake cost-benefit analysis for high priority change requirements and
opportunities.

The improvement would be beneficious for the group, because with the supply
chain optimized and automatized, they just need to focus on the correct logistic
process, the cost will be high, but the revenue will be the tittle of the most
innovative supermarket in Australia and that part of the globe, they will be in the
top of the markets and the recognition of the brand will increase as their gains and
inversion revenue.
Part of the investment goes forward to gather a group of project managers with
different specific areas of knowledge. Engineering and software, marketing,
 logistics and customer service, each one would be in charge of different teams,
each one will have a leader whose mission is to generate information and progress
updates, the project manager is responsible for the inspection and the directive
specifications during the making process, he will gather all the information to
generate an area report and in that way the executive director will have a general
view of the progress on each project, the first one is connect the smart fridges and
make a shop cart so the costumer can edit and make the order in the easiest way
possible, the second is the smart super market, WoolsNgo, with no cashiers or
lines.
The costs would be resumed as a the payroll for 4 project managers and respective
teams undercharge and one executive director, other costs involved are the
technologic equipment such as the cameras, computers, software, and other
hardware needed.

4. Develop communication or education plan, in consultation with relevant groups and

individuals, to promote the benefits of the change to the organisation and to
minimize loss.

The communication plan starts with the executive manager, he is in charge of a

group of project managers each one has different teams, and each team has a
leader that gather the information and reports and send them to the project
manager his responsibility is to make a companion of the progress reported by
each team leader.
Then, with all the progress submitted by each project manager the executive
manager can make decisions in based of the results and progress.
The internal communication plan will be centered in educate the employees and
the customer service to face the fact that the costumer will need help using the
different platform implemented in the omnichannel strategy, they must know the
functionalities and how to place, edit and deliver the orders. All the employees
should be familiar with the logistics to guarantee the best service.
In the case of the intelligent shop, the employees should help all the costumers in
any inconvenience and guide them throw the buying process.
PART 3
1. Outline the monitoring process and frequency.
The process of opening the new shop will involve a lot of tests, is a strategy that will be
100% functional in a strategic horizon of 3 years due to the software develop and the
algorithms and all the programing involved. And after its fully functional the monitoring
system should generate key indicators to see the performance of the shop every day and at
the end of the weak a companion with all the data as every month with the companion of
the 4 weeks.
The fridge automatization buying process can be developed in a year with the group of
developers including the logistics involving the project manager, all the orders made by the
fridges will be store, direction for the best location and make in place for the delivery, the
process will be programmed by the costumer who will receive the order at the time he
decided.
2. Conduct a risk assessment and set mitigation strategies.

The barrier to the overcome with the costumers is the adoption of the new
technology, they must understand the way it works, how to sync the fridge with
the app, generate the shopping cart and place the order, how the company
manage the information, the process and logistics involved.
For the intelligent supermarket, the costumers will need a guide which introduces
them to the new way to shop, how to register and how to manage the payments
and billing information.
The respond barriers inside the project team and workflow involved directly in the
innovation projects would be determined by the skills, abilities, and synergy in
each teamwork. It’s important to have an excellent working environment and
motivational leader, the gathering of the progress information is the key to make
changes to accomplish all the objectives.
The stakeholders involved are the executive director, engineering and software
project manager, marketing project manager, customer service, project manager
and a logistics project manager, each has different teams that are in charge of a
different processes involved in the making process of the project.
Fails in the software, algorithm or a shutdown of the platform would be the biggest
risk, to mitigate this risk before launching two strategies will take place, testers
that will ensure the correct function of the platforms and the intelligent shop, and,
as time passes the flow of costumers will be increasing until it works perfectly.
3. Outline the resources and responsibilities designated specifically for the change
plan.

There are 4 major innovation departments, Software engineering will develop the
interactive application that will run the store and the smart fridge while the testing
team tweaks and adjusts every development produced.
Marketing department is in charge of passing down the education, to ensure al
customer service and logistics team members are properly educated on the new
roles and of the education that the member itself should receive, and of pasing up
the information. Customer service department will take phone calls providing
support on general requests to all members, sales inquiries and affiliation matters,
while logistics department is going to take care of completing the production chain,
transportation delivery , packing and picking up.