People's Grocery Case Notes

1. Current Situation: An assessment of our current situation and your concise articulation of the management problem (30%)

2. Criteria: The criteria we should use to evaluate options and why these are important (10%)

3. Options & Analysis: The options and your analysis of those options. This should include your specific recommendation of which option(s) we should pursue, including your reasoning (30%)

4. Implementation Plan:An implementation plan that considers current activities as well as your proposed activities. (30%)

Current Situation:

Decision Maker Peter Trawling (VP of Enterprise Technology Services)

Decision to be made Whether he should spend his time working on: 2 options

1. The in-store technologies contract (what looks like an “easy win”)

2. Tackle the more fundamental issues that existed with People’s IT management practices

* Costs must fall by 30% without any drop in service levels

Fit between:

* Business Strategy:

* Growing

* 1993- 200 retail stores

* 2011- more than 1,500 retail stores

*

* Organization

* No central group

* IT

* Neglected IT

* Slow networks

* Unfinished ERP system

* Help desk application was under-utilized

* Nutrition management tool lagged competitive offerings

* Lack of asset management no knowledge or control over asset management, which limits the company to move the service to another vendor

* Lack of business service level agreements (SLAs) minimal contractual obligations for service levels in current contract

* Risk towards client satisfaction and towards their goal of reducing cost and improving service

* Lack of successful outsourcing management history no structure or template for successful outsourcing management

* Lack of performance tracking and reporting capabilities little to no performance tracking, reporting, or audits completed...