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CASESTUDIES:OurclientsandBPM

ALEONARDOCONSULTINGCASESTUDY
Client
WoolworthsLimited
Name
EnablingBusinessProcessManagement
Industry
Retail
Achievements
DevelopmentofaProcessFramework
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ARISBusinessProcessExcellenceDesignSuite
EnablingBusinessProcessManagementatWOOLWORTHSLIMITED
CASESTUDIES:OurclientsandBPM
SUMMARY
WoolworLhs LlmlLed ls Lhe laraesL reLall oraanlsauon ln AusLralla, encompasslna manv
well-known brands lncludlna WoolworLhs SupermarkeLs, 8lC W, ulck SmlLh LlecLronlcs
and uan Murphv's. As well as dlverslfvlna and acqulrlna furLher companles, WoolworLhs
LlmlLed has a commlLmenL Lo conunuous lmprovemenL and arowLh LhrouahouL lLs
dlvlslons and as an oraanlsauon as a whole. 8uslness rocess ManaaemenL has been
ldenued as one of Lhe kev enablers Lo achlevlna Lhese oraanlsauonal aoals. AL anv alven
ume several slanlcanL pro[ecLs can be occurrlna wlLhln or across Lhe dlvlslons of Wool
worLhs LlmlLed. lurLhermore, WoolworLhs LlmlLed wanLed Lo capLure knowledae abouL
besL process pracuces and share Lhese across lLs dlvlslons Lo opumlse lLs operauons and
leveraae economles of scale wherever posslble. Leonardo Consuluna was enaaaed ln Lhls
pro[ecL due Lo lLs deep experuse wlLh lnLearaLed, Lool-supporLed and scalable process
manaaemenL and modelllna pracuces. 8uslness rocess ManaaemenL has now been
successfullv lmplemenLed and ls alvlna WoolworLhs LlmlLed Lhe capablllLv Lo conslsLenLlv
(re-)vlew lLs processes wlLh a focus on sLandardlsauon, reuse and overall sLreamllnlna of lLs
operauonal emclencv.

WCCLWC81PS LlMl1Lu 8ACkC8Cunu


WoolworLhs LlmlLed ls made up of some of Lhe mosL recoanlsable brands ln reLalllna,
servlna mllllons of cusLomers everv dav across AusLralla and new Zealand. lLs reLalllna
experuse sLreLches across food & arocerv, llquor, peLrol, aeneral merchandlse and
consumer elecLronlcs. WoolworLhs LlmlLed has also arown lnLo reLall operauons overseas
and has launched lnLo Lhe nanclal servlces space wlLh a WoolworLhs LlmlLed branded
CredlL Card.
kL? lAC1S
WoolworLhs LlmlLed ls llsLed on Lhe AusLrallan SLock Lxchanae (ASx)
WoolworLhs LlmlLed celebraLed lLs 83Lh blrLhdav ln 2009
WoolworLhs LlmlLed emplovs more Lhan 190,000 people and ls one of Lhe laraesL prlvaLe
secLor emplovers ln AusLralla

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!:2:6"'( 7#&( ";"1+-$.( #+&( <=>( ?6&%6".4@( !"#$%&'#( 0&:$.*( .&"%6(
3$#9,"'."A( ";5"&:"$1"( %$'( %$( %0:,:64( 6#( +$'"&*6%$'( 6/":&( 1,:"$6B*(
$""'*(%$'('",:C"&(C%,+"@(D$(EFFGA(9"(+*"'(!"#$%&'#(";6"$*:C",4(6#(
*"6( +5( #+&( =&#1"**( H&%2"9#&3@( !"#$%&'#( )#$*+,-$.( /%C"( *+0*"
I+"$6,4( /",5"'( 9:6/( ':*1&"6"( 1#$*+,-$.( 5:"1"*( %$'( 1#$-$+"( 6#(
*+55#&6( 6/"( =&#1"**( J"*:.$( 6"%2( %$'( 6/"( 0&#%'"&( 0+*:$"**( :$(
'",:C"&:$.(<=>(%1-C:-"*(%*(9"('&:C"(6#9%&'*(%(/:./"&(,"C",(#7(<=>(
2%6+&:64(%$'(*+11"**@
ProcessDesignManager,WoolworthsLimited

EnablingBusinessProcessManagementatWOOLWORTHSLIMITED
THEPROCESSDESIGNTEAM
WoolworLhs LlmlLed ldenued LhaL a process-orlenLed approach
would be beneclal for Lhe onaolna operauons and fuLure develop-
menL of Lhe oraanlsauon. 1o enable Lhls, a dedlcaLed rocess ueslan
1eam was esLabllshed ln 2008 wlLh Lhe kev aoal belna Lo develop
8uslness rocess ManaaemenL capablllues and a sound process
lmprovemenL meLhodoloav. ln launchlna Lhls lnluauve ln WoolworLhs
LlmlLed, Leonardo Consuluna was selecLed as Lhe vendor of cholce Lo
asslsL ln Lhls [ournev. Leonardo provlded consuluna ln 8uslness rocess
ManaaemenL enablemenL and Lechnlcal consuluna and supporLed Lhe
advanced use of A8lS as Lhe cenLral process reposlLorv. A8lS 8uslness
ArchlLecL and A8lS 8uslness ueslaner were Lhe kev modelllna Lools
used. lnLuluve and comprehenslve process modelllna was faclllLaLed
uslna Lhe LvenL-drlven rocess Chaln (LC) modelllna approach. A8lS
8uslness ubllsher was lnLearaLed lnLo Lhe exlsuna WoolworLhs
LlmlLed lnLraneL. A8lS 8uslness ubllsher was cusLomlsed Lo applv a
look and feel conslsLenL wlLh WoolworLhs LlmlLed's lmaae and also Lo
llnk seamlesslv wlLh Lhe rocess ueslan 1eam porLal. A8lS 8uslness
ubllsher and reporuna from A8lS 8uslness ueslaner/ArchlLecL ls Lhe
maln mechanlsm used Lo dlssemlnaLe process lnformauon Lo Lhe
wlder WoolworLhs LlmlLed audlence.
KEYOBJECTIVES:
uevelop capablllLv Lo applv 8uslness rocess ManaaemenL
conslsLenLlv across dlvlslons ln WoolworLhs LlmlLed
LsLabllsh a cenLre of compeLencv for process analvsls, capLure
and reuse
uevelop and deplov a comprehenslve enLerprlse and process
lmprovemenL meLhodoloav
SupporL and menLor pro[ecLs Lo lmprove ouLcomes of lnluauves aL
WoolworthsLimited
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CASESTUDIES:Cur cllenLs and 8M
EnablingBusinessProcessManagementatWOOLWORTHSLIMITED
EnablingBusinessProcessManagementatWOOLWORTHSLIMITED
CASESTUDIES:OurclientsandBPM
LEONARDOCONSULTING
ChrisNagel
ManagingDirector
101WickhamTce
BrisbaneQld4000Australia
tel:61(0)738315511
c.nagel@leonardo.com.au
www.leonardo.com.au
Contact:
BENEFITSDELIVERED
Leonardo Consuluna worked alonaslde Lhe rocess ueslan 1eam durlna Lhe lnlual
establishment of Business Process Management at Woolworths Limited. This
allowedtheProcessDesignTeamtointernalisekeyBusinessProcessManagement
capablllues. WoolworLhs LlmlLed furLher developed Lhelr 8uslness rocess Manaae
menL capablllues and oerlna Lo Lhe buslness. Some of Lhe kev lnlual 8uslness
rocess ManaaemenL capablllues as well as Lhose furLher developed and added bv
WoolworthsLimitedincluded:
METHODOLOGY
Leonardo Consuluna worked wlLh Lhe rocess ueslan 1eam Lo develop a robusL
approach lncludlna auldellnes, convenuons for carrvlna ouL process acuvlues ln 8M
projectsatWoolworthsLimited.
INTERNALTRAINING
Leonardo Consuluna supporLed Lhe lnlual developmenL of Lralnlna maLerlal on
process modelllna and process lmprovemenL. 1he rocess ueslan 1eam has furLher
developed Lhls maLerlal and lncorporaLed lL lnLo Lhe WoolworLhs LlmlLed Lralnlna
currlculum avallable Lo all sLa.
GOVERNANCE
Leonardo Consuluna and Lhe rocess ueslan 1eam co-developed an approach Lo
ensure Lhe value of Lhe process work carrled ouL ls malnLalned as a valuable asseL of
Lhe oraanlsauon. Covernance has been dened and esLabllshed Lo provlde consls
Lencv, accuracv and relevance of process-relaLed maLerlal.
COMMUNICATION
1he rocess ueslan 1eam conunues Lo enaaae Lhe buslness Lo communlcaLe Lhe
beneLs of a process-cenLrlc oraanlsauon and Lhe beneLs of a process approach Lo
projects.
PROCESSIMPROVEMENTMETHODOLOGY
WoolworLhs LlmlLed developed and deploved a conunuous process lmprovemenL
meLhodoloav and commenced Lralnlna vla Lhe WoolworLhs Academv and menLorlna
ofappropriatepersonnelwithinWoolworthsLimited.
PROCESSCENTRICBENCHMARKING
WoolworLhs LlmlLed developed a process cenLrlc benchmarklna approach for cross
dlvlslonal assessmenL.
CAPTUREANDREUSE
lmproved capLure and reuse of rocess lnLellecLual roperLv enabllna fasLer pro[ecL
execuuon.
WoolworLhs LlmlLed has achleved success ln a
number of Lhese kev areas, lncludlna Lhe devel
opmentofaprocessframework.Thishasbeen
used Lo asslsL wlLh Lhe scope of several pro[ecLs
at Woolworths Limited. The Business Process
Managementrepositoryisusedbytheproject
team to gain an understanding of the context
of that project, which processes would be
lmpacLed and ln addluon Lo asslsL wlLh ldenu
fying stakeholders that would need to be
lnvolved ln Lhe pro[ecL.
ln addluon, As-ls and 1o-8e analvsls was carrled
ouL for an exlsuna pro[ecL relaLed Lo lmple
menuna an lnformauon svsLem wlLhln a
speclc dlvlslon. 1he process work conducLed
wlLhln Lhls pro[ecL provlded clarlLv and ldenu
able change impacts for both systems and
roles. lL also brouahL auenuon Lo Lhe overall
process ow for boLh svsLem and non-svsLem
orlenLed funcuons. 1hls enabled Lhe pro[ecL
teamtomakesounddecisionssurroundingthe
pro[ecL's lmplemenLauon and deplovmenL
strategy.
8eaular communlcauon sesslons have been
held wlLh senlor represenLauves of Lhe varlous
dlvlslons aL WoolworLhs LlmlLed Lo ensure
approprlaLe communlcauon, buv-ln and escala
uon where requlred. lnformauon was provlded
astothegoalofBusinessProcessManagement
atWoolworthsLimitedandalsohowitcouldbe
uullsed wlLhln and across Lhe ulvlslons.

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