Client focus
CHALLENGES
2. An integrated approach An integrated approach, encouraging people to work outside the usual organisational boundaries was required to create a genuinely omni-channel platform that would enable the growth desired. 3.Scope Definition Once the scope was clarified and quantified a phased approach was adopted to provide maximum business benefit as quickly as possible.
1. Not just an IT e-commerce project Delivering an omni-channel solution successfully required many different teams from Customer Loyalty to Distribution to be involved; and their needs and requirements to be catered for. The challenge for the programme leadership was to bring these teams on-board, ensure that the solution was fit for purpose and then deliver it in an environment constrained by the previous technical and supplier decisions.
4. Structure and Governance
The omni-channel nature of the transformation required a new way of operating. Rapidly re- structuring the programme to ensure clarity of responsibility and inter-dependencies between the workstreams was key. To manage these workstreams
and the cross-functional nature of the programme, a number of business and
technical governance forums were introduced. The structure also needed to remain flexible throughout the delivery to ensure it remained optimal.
8 PROJECTONE.COM - issue 13
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