THE OMNI-CHANNEL APPROACH WITH JOHN LEWIS
of the customers ’ expectations , both for the service that they want and also what they are prepared to pay for it . Getting the balance of these right means you can build a proposition that offers real value to the customer , and also contributes to a healthy profit level for the business .
Colin Turner , Senior Programme Manager of Supply Chain Development at the John
Lewis Partnership .
issues . This congress coming up in London presents a rare opportunity to discuss the very real challenges of omni-channel retailing with peers from across the retail industry .
How important is it to understand customer delivery expectations , in order to create a responsive fulfilment service and retain a customer base It is vital to have a good understanding
Tell us one thing about you , which you would like Supply Chain Digital readers to know . I am a John Lewis ‘ lifer ’, starting my career many years ago in IT and taking a rather sprawling route towards my current role in supply chain strategy .
How critical is visibility across the supply chain process ? Visibility is incredibly important . The old adage that you can ’ t manage what you can ’ t measure remains true . Taking that a step further you can ’ t measure what you can ’ t see , which means we need visibility .
The good news on this is that modern supply chain systems , and even the embedded technology in our equipment , are a datarich environment so there is no shortage of information about what ’ s going on in the supply chain .
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