Process Excellence for Retail DevOps
Industry: Retail and E-Commerce
Category: General Merchandise
Area: Retail Value Chain Applications
Problem Statement
The organization faced operational instability with an average of 5,840 major incidents annually across 24 Service Delivery and DevOps teams.
A lack of application-level monitoring and data synchronization failures between legacy systems and modern apps led to high resolution times, broken order promises, and significant financial losses.
Solution Approach
Led the development of a Continuous Improvement (CI) culture with 3 pillars.
Value Chain Mapping: Identified and utilized Point Of Contacts (POCs) to map processes and metrics across functions.
Prioritization: Ranked issues by severity and financial impact for each function to focus development efforts.
Agile Roadmap: Established a quarterly CI roadmap to systematically build and deploy solutions.
Challenges faced and how we tackled them
Legacy Automation: Automating legacy applications (example: Mainframe applications) was technically difficult.
Management: Solutions were built as an "overlay" on existing infrastructure using modern technologies rather than attempting full system replacement.
Resource Constraints: Limited availability of subject matter experts and Points of Contacts.
Management: Secured and leveraged Senior Stakeholder buy-in to foster a culture of continuous improvement.
Solution Implemented
Supply Chain Control Tower: Establishment of a centralized monitoring hub providing real-time visibility into critical metrics and order flows.
Self-Monitoring Systems: Development of automated decision-making tools and alerts across 31 teams to detect and act on anomalies instantly.
Result / Outcomes
USD $44.26M
Annual Order Losses Reduced
87.5%
Manual Intervention/Effort Reduction
Source Detection and Resolution Turnaround Time Improvement