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Haverford’s Future In A Digital World

Esha Mishra, Aliza Syyid, Christopher Yeh, Meilin Yuan

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Our Team

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Esha Mishra

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Information Systems

Aliza Syyid

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Business Undecided

Meilin Yuan

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Information Systems

Christopher Yeh

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Management & Accounting

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Agenda

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Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Background

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Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Haverford’s Background

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Background & Scope

Problems & Solutions

Key Risks

Stakeholder Impacts

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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  • Family-owned grocery store chain
  • Founded in Milwaukee, Wisconsin in 2010
  • 25+ Midwest locations
  • Locally sourced inventory

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New Scene

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Background & Scope

The grocery store industry has faced major changes in recent years due to the COVID-19 pandemic

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2019: 4%

2022: 13%

2030: 25% (expected)

2019: $14 billion

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

E-commerce

grocery sales growth

Walmart’s grocery

e-commerce sales

2022: $38 billion

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Problem & Solutions

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Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Problem

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Background & Scope

Long Waits for Checkout

Inventory Shortage

Outdated Management/Tech

Decreased Customer Experience

Risk for Customer Retention

Outpaced by Competitors

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Problem: Balance

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Background & Scope

Balancing upholding customer concerns & brand identity

WHILE

Making useful digital expansions

Non-digital grocery shopping satisfaction: 55%

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Digital expansion preference: 40%

Industry wide digital expansion

Brand-wide Community culture

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Solutions - Short Term

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Background & Scope

Digitized Solution

5 Year Roadmap

Conclusion

BrightPearl

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Retail Operating System

Used by Walmart

Automates inventory & data collection

Business Intelligence

$700k per year

Beta Launch of App

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Curbside pick-up available

Online log of in-store inventory

Launch at 2-3 locations initially

$2 mil per year

Digital Checkout Beta Launch

Digital self-checkout option

Shorten lines in store

Make data collection simpler

$1.5 mil per year

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Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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5 Year Roadmap

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Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Quick-Win Initiatives

BrightPearl Inventory

Digital Checkout (Beta Launch)

Beta Launch App

Summit

Vendors Summit

BrightPearl BI

1-on-1 Meetings

App ½ Locations

Expansion

Summit Solutions

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App at ¾ Locations

Final

App Company-Wide

Consulting Conference

Expansion

App 5 More Locations

BrightPearl Supply Chain

Company-Wide Digital Checkout

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Key Risks

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Background & Scope

Problems and Solutions

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Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Risk 1: Beta Phase Testing

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Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Problems:

  • Low participation rates
  • Representative testers
  • Irrelevant Feedback
  • Distributing appropriate data
  • Lack of education

Mitigations:

  • Planning
  • Incentives for testers
  • Check-ins
  • Understandable guides
  • Realistic timeline
  • Recruiting criteria

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Risk 2: Employee Difficulty with Tech

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Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Problems:

  • Interference with company values
  • Organizational changes
  • Training and hiring cost

Mitigations:

  • Support and transparency
  • “Digital-First” Culture
  • Digital Adoption Platform
  • Employee Autonomy

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Risk 3: Customer Resistance

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Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Mitigations:

  • Maintaining company culture
  • Flexibility
  • Personalizing customer experience
  • Feedback opportunities
  • Multichannels

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Stakeholder Impacts

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Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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Community Culture

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Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Fostering and maintaining personalized connections through technology

Accessibility

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New emphasis on being easy to reach for customer convenience

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Community Events

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Pair community events with charity efforts

social justice, welfare, sustainability

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Sourcing Locally

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Continue to source from local farmers, build upon pre-existing relationships

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Suppliers

Consumers/Employees

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Consumers

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Management and Communication

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Implementing Employee Feedback

Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Employee Satisfaction

55% enjoy small-town sense of community

60% believe app-based sales is the biggest opportunity for growth

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Employees and Communication

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Background & Scope

Problems and Solutions

Background & Scope

Problems and Solutions

Background

Problems & Solutions

Key Risks

Stakeholder Impacts

Hiring

  • Continue local hiring
  • More career opportunities

Training

  • New training systems for all employees
  • Maintain personal customer connections

Support

  • Provide continual support for new system
  • Promote information accessibility

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Summary

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Background

Problems & Solutions

Key Risks

Stakeholder Impacts

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  • Current management methods outdated → losing customers
  • Digitized methods will solve current problems (Short and long-term)
  • Variety of risks associated with methods, but ways to mitigate them
  • Focus on maintaining community culture and values

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Thank You

Any questions?

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