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Our customer facing operating model

The implementation of our new Group Operating Model has created a more efficient, customer-centric organisation focusing on its customer and supplier relationships, procurement scale and back office efficiency and effectiveness.

We have reorganised our business into two business units from four divisions supported by Centres of Excellence. We have outsourced our SAP applications and development support to Walmart’s India Development Centre and our financial transaction processing to Genpact.

Retail
Wholesale
CENTRES OF EXCELLENCE
Supporting our business units by delivering customer centric excellence
CUSTOMER-CENTRIC PEOPLE FUNCTION
  • Providing a unified view of associate data and the ability to make data-driven people decisions
  • Leading transformation
  • Digitally enabling associates and leaders
  • Building collaborative teams and inclusive leadership
  • Leveraging economies of scale and scope
GROUP TECHNOLOGY
  • Digitise our business to support multichannel retail
  • Gain deep customer and business insight
  • Deliver excellent customer service
  • Maximise revenue and savings opportunities
  • Optimise our IT landscape
  • Creating a competitive advantage
INDIRECT SPEND MANAGEMENT
  • Execute value engineering projects in collaboration with key strategic suppliers
  • Focus on Strategic Sourcing and Tactical buying
  • Standardised structures, processes, systems, ways of work across the Group
  • Continuous focus on process improvement, technology platforms, spend tracking and analytics
OPTIMISED SUPPLY CHAIN
  • Running a completely funded network
  • Transforming our supply chain to support our Omnichannel strategy
  • Increasing supply chain centralisation
  • Driving the best cost-effective availability
  • Reducing operating costs
  • Optimising our working capital
REAL ESTATE
  • Focusing as a Group on leveraging our negotiating power
  • Reduce costs and secure optimum real estate at the best possible return
  • Develop talent in specialised areas
  • Streamlined decision-making
  • Standardisation Across Banners
  • Leveraging the best Real Estate skillsets in the Group
OUTSOURCED
SAP APPLICATIONS AND DEVELOPMENT SUPPORT TO WALMART’S INDIA DEVELOPMENT CENTRE
FINANCIAL TRANSACTION PROCESSING TO GENPACT