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Retail’s BIG Show 2017 | #nrf17 Retail’s BIG Show 2017 | #nrf17 How Employee Engagement is Driving Operational Excellence at Shell International BONG FADULLON,GM, Retail Onsite Operational Excellence, Shell Centre STEVEN KRAMER, CEO, WorkJam

Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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Page 1: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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How Employee Engagement is Driving Operational Excellence at

Shell InternationalBONG FADULLON,GM, Retail Onsite Operational Excellence, Shell Centre

STEVEN KRAMER, CEO, WorkJam

Page 2: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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EMPOWERING & ENGAGINGTHE FRONTLINE IN THE DIGITAL AGE

Bong Fadullon, GM Global Site Operations Excellence –Shell Retail

Steven Kramer, CEO-WorkJam

Page 3: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

Importance of Engagement

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 4: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS

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Tightening Labor Market

Labor Cost

Policy Environment

Millennial Workforce

Customer Expectations

Changing Nature of Retail

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 5: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS

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GHTS The Major Dilemma in Retail Today

BUT…

No room for additional optimization of schedule+

No effective way to drive change in the organization down to associates

+No pot of gold to pay for all of these new costs unless

margins improve

The associate experience drives the customer experience

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 6: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS Retailers Must Quickly Adapt

Employee Engagement

Agility

Revenue Augmentation Operational

Efficiency

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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GHTS Top 3 Contributors to Employee

Engagement

Proportion of HighlyEngaged EmployeesExperiencing This:

HIG

HEN

GAG

EMEN

TProportion of Low- or No-Engagement EmployeesExperiencing This:99%

98%

99%

89%

70%

53%

LOW

ENG

AGEM

ENT

They know what isexpected of them at work

They have equipmentneeded to do their job

They are able to do theirbest every day

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 8: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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The Shell Story

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 9: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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WELCOME TO SHELLENABLE AND SUPPORT THE CONSISTENT DELIVERY OF THE WELCOME TO SHELL PROPOSITION ON SITE High quality Customer Value Proposition

execution Retailers Service Champions are engaged

and passionate Business driven Partners Business and excellence driven Sales

Force

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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 10: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS EXTERNAL INSIGHTS

REDUCE COST INCREASE PRODUCTIVITY SAVE TIMEDELIGHT YOUR CUSTOMERS

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 11: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS INTERNAL INSIGHTS: DO WE ENGAGE OUR

FRONTLINE SERVICE CHAMPIONS ENOUGH?Many

Not happy at site

Manywould not

recommend their workplace

Many are not

satisfied in their job

VOICE OF SERVICE CHAMPION SURVEY HIGHEST INFLUENCE ON ENGAGEMENTNRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 12: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS WHAT’S THE BENEFIT?

INCREASED PROFIT

/GROWTH

HIGHLY ENGAGED & MOTIVATED

STAFF

SATISFIED CUSTOMERS

LOYAL CUSTOMERS

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 13: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS WHAT DRIVES CUSTOMER LOYALTY?

CUSTOMERS WHO FEEL TREATED LIKE GUESTS…

…ARE 4x MORE SATISFIED

WITH THEIR VISIT TO

SHELL

4x

…AND 2x MORE LIKELY TO RETURN2x

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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INTRODUCING WORKJAM

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 15: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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“The increasing demand for a better customer experience means having engaged frontline staff that are fully trained to deliver WELCOME TO SHELL”

WORKJAM = LAST MILE OF WORKFORCE MANAGEMENT

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 16: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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GHTS WorkJam is a Digital Workplace Platform

for Hourly Workforces

WorkJam bridges the gap between the WFM system and customer engagement to simplify the complexities of managing, communicating and engaging hourly workforces

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 17: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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• Ensuring store labor is integrated and aligned

• Execute on the elements that matter most to customers

• Reengineer processes to cut costs in areas that customers do not value

• Building skills and reworking processes in a way that balances employee needs with customer needs through discovery, training and two-way communication

• Provide agility and new strategies in scheduling and staffing to demand

WorkJam is a Digital Workplace Platform for Hourly Workforces

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 18: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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Messaging and Communication

WHAT IS WORKJAM? Schedule Maintenance

Channels and Community

Shift Management

Digital Badges and Reward

Training and Assessments

Task Management

Campaign Execution

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 19: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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WorkJam B2B Real-time Integration Platform

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Workforce Management

Human CapitalManagement

Social Media

Single Sign On (SSO)

Warehouse Management (WMS)Logistics

Order Management (OMS) Cross Channel

Point-of-Sale (POS)Engage

Extend

Schedule

Learning Management

Archive

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WorkJam: Campaign ExecutionReta

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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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KEY BENEFITS: Personalized target lists Multiple filters such as:

Position Store Group/Brand Regions Any other attribute

KEY FEATURE: TARGETED BROADCASTS AND DIRECT MESSAGING

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 22: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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KEY BENEFITS: Group and peer-to-peer

messaging Native App Push Notifications Retailer/Licensee and

throughout store/employee hierarchy

Consistent immediate messages

Effectively reach employees

KEY FEATURE: MESSAGING AND TARGETED COMMUNICATION

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 23: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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KEY FEATURE: EMPLOYEE MARKETING CHANNELS

KEY BENEFITS: Drive communication for Change

Management Company announcements/areas

of Interest User-friendly and digestible

content Targeted, secure and

configurable

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 24: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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WorkJam: Micro LearningReta

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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 25: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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KEY BENEFITS: Tracking and Compliance rules Video, Digital Content – Device

Agnostic Assessment Quizzes Digital Badges and Profiling

KEY FEATURE: TRAINING AND ASSESSMENTS

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 26: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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KEY BENEFITS: Virtual recognition of people’s

achievements and milestones. Gamifying the employee

experience

KEY FEATURE: DIGITAL BADGES AND REWARDS

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 27: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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WorkJam: Schedule ExecutionReta

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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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KEY BENEFITS: Maintain employee

availability digitally Accurate scheduling Streamlined and better

communication

KEY FEATURE: SCHEDULE AND SHIFT MANAGEMENT

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 29: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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Partnering For Success:

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 30: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

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Planning (1-3 Weeks)

Define Operational Components

Identify key users and organizational hierarchy

Build communication plan

Implementation (2-10 Weeks)

Account configuration

Import location and key employee records

Define, Build and Deploy

Super User Training

Production Rollout

Deploy across Retailers

Execute Initial Content Strategy

Identify and report configurations

RAPID IMPLEMENTATION PROCESS

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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GHTS Built for Scalability

Application

• Microservices architecture for targeted scalability

• Layered architecture

• Distributed caching

Database

• Graph database supporting tens of billions of nodes and relationships, millions of traversals per second between nodes in a graph per machine and hundreds of thousands of ACID transactions per second

• Linear read scalability

• Unlike traditional databases, graph database performance stays constant as data grows.

• Elastic cloud infrastructure powered by Amazon Web Services (AWS) EC2 global infrastructure

• Auto-scaling, multiple availability zones, elastic load-balancing and clustering, S3 storage and edge content delivery through Cloudinary CDN

Infrastructure & Network

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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Final Thoughts

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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“This helps service champions to stay connected with Shell”

Service champions

TESTIMONIALS FROM WITHIN SHELL“I can eliminate log book and track completion of activities digitally”

Site managers

“I no longer need to print pages long communications to my service champions”

Retailer

“This app helps make promotional launch more engaging and rewarding for service champions and results in higher sales”

Retailer

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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Execute marketing campaigns

Visibility Deliver the Welcome to

Shell proposition consistently

Connect Recognize top performers Improve staff retention Optimize productivity

and efficiency 

WHY WORKJAM?

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

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VALUE AND BENEFITSTO RETAILERS Better control Reduced complexity Tracked training Eliminated manual

process Reduced churn

SERVICE CHAMPIONS Employees having

a voice Rewarded and

recognized Enhanced and

streamlined communication

CORPORATE Fast reach Flawless campaigns Effective training Increased sales

NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

Page 36: Exhibitor Insights: How Employee Engagement is Driving Operational Excellence at Shell International

EXHI

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EXHI

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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.

THANK YOU

VISIT US AT BOOTH # 512 | Level 1 OR

[email protected]

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