Performance measurement assignment measuring the success and performance of eReceipts project of Woolworths

Question

Task: You are required to write a performance measurement assignmentinterviewing an executive project steering committee member, sponsor, or project manager of a significant project initiative at a company of your choice. Focus the interview on the use and value of project measures and metrics beyond the triple constraints. Focus on what metrics are typically used by the company in their project monitoring, quality plan, customer satisfaction, and alignment to business goals and strategy. Explore the success – or lack of success – that has been experienced by the company in using these metrics, and any areas for potential improvement.

Answer

Abstract
Woolworths believes in the claim that eReceipts significantly helped the everyday rewards application to attract one million different active users in the initial year. Eventually, Woolworths has also noted quite a pivotal cost savings from decreased paper consumption as well as boosting the brand value by differentiating from the core competition. This performance measurement assignmentpaper will consist of either success or lack of success of this eReceipts project of Woolworths. This will demonstrate an examination of the way this project has measured its success indeed. This performance measurement assignmentof eReceipts was utilized across the brands of eReceipts and witnessed increased loyalty engagement and digital adoption towards supporting sustainability goals.

Performance measurement assignment on the interview of a project manager of Woolworths
Interview questions and answers for the performance measurement assignment

Question 1: Why do you believe the eReceipts project of Woolworths has met customer satisfaction
Answer: Woolworths has developed eReceipts so that the clients or consumers can be able to store them in the everyday rewards application of the retailers. The objective was also to let the customers stop receiving the paper receipts at this time. This performance measurement assignmentof eReceipts was utilized in different brands of Woolworths towards boosting both the loyalty engagement and digital adoption quite suitably so that the core sustainability goals can be met in the near future. This performance measurement assignmentwas merely delivered in ten weeks, considering a vivid collaboration of the Woolworth teams associating both the partners and the innovation arm Wooliesx indeed. The platform has been processing more than six million transactions each and every day by leveraging the core serverless Platform-as-a-Service (PaaS) solutions which run through Azure Cloud. This also considers the incoming volume of more than 200 transactions with producing the eReceipts within two seconds of the shopping of the customers indeed. Question 2: How has eReceipts helped to align with Woolworths’ business development goal and strategy Answer: As has been witnessed in the performance measurement assignment, Woolworths has been able to note pivotal cost savings from the decreased consumption of paper with a growth in the core brand value through bringing a differentiation from the current competition. This latest feature has also allowed the different shoppers from the market to update their respective preferences through the application so that they do not need to consider any printed receipts while scanning their respective everyday rewards cards within the store. This significant feature has already been able to save kilometres of paper each and every week considerably. The proven fact in the performance measurement assignment can also be highlighted with Woolworths has committed that it will meet its target of zero carbon emission until 2050. This is quite appreciable, and in this current scenario, this technology of eReceipts has helped this brand a lot.

Question 3: Are there any drawbacks to the quality plan in the eReceiptsperformance measurement assignment project
Answer: The eReceipts which have been provided to the retailers by Woolworths retain a deeper insight into the shopping habits of the consumers; this can further lead to quite huge promotions, advertising mailers and emails, which can be exasperating for some of the consumers of Woolworths despite of the good brand value. The core transaction tree system in the performance measurement assignmentwill not add to the marketing database of Woolworths automatically, which consumers provide to get the mentioned eReceipts. The consumers are required to opt-in for this to happen further. This can be challenging for Woolworths to manage the huge database manually or technically.

Question 4: How do you measure the success of Woolworths’ eReceipts project monitoring
Answer: The success of these eReceipts is being measured by Woolworths through its prominent efforts, which it has provided to enable and sustain sustainable development adequately. This allowed the consumers in order to transact without any plastic cards or paper receipts which is indeed a revolution for Woolworths toward digital adoption. This feature has also allowed the team members present in the loyalty scheme to earn points, access the discounts at different supermarkets, BWS, and Big W and check the point balance in an elementary way. As per the performance measurement assignment this provided a great benefit to the clients in this current competitive market.

Success or a lack of success experienced by the company using metrics and areas for potential improvement

This is certainly a success which has been experienced by Woolworths subsequent to utilizing the eReceipts for the consumers towards supporting the sustainable development goal (Scheie&Stromholt, 2019). It has been overseen in the performance measurement assignmentthat Woolworths has decided to meet zero carbon emission by 2050.
Project monitoring: It monitored all its pivotal stages with the help of an adept technical team to ensure the best features which can be acquired from this technology of eReceipts.
Quality plan: Woolworths has thoroughly measured all of its possibilities for implementing the best solution with this technology of e-Receipts (Gavrila& de Lucas Ancillo, 2021). The performance measurement assignmentidentified the needs of the customers, which they had been suffering from with the paper receipt. Then it made a blueprint through which it has replaced the conventional paper receipts with the eReceipts.
Customer Satisfaction: Woolworths updated the reward application so that the consumers, members and shoppers will be able to opt-out best of the technology.
Alignment to the business goal & strategy: Woolworths met its sustainable development goal by launching this eReceipts technology through which the paper waste has been reduced.
It has been seen in the performance measurement assignmentthat Woolworths group wins the award for best consumer project. As it has been witnessed that the undertaken e-Receipt project helps to boost customer experience with the adoption of sustainable digitized contactless payments method (Gavrila& de Lucas Ancillo, 2021). But there are some areas as per the performance measurement assignment which requires some potential improvements to continue the growth of the company. As this is the e-Receipt work through the cloud and PaaS platform and responsible for making transactions 250/second, hence it is necessary to ensure the security and privacy of the system. Also, the main concern is that it is directly linked to consumers' mobiles which can also become the reason for the risk to security and privacy (Woolworthsgroup.com.au., 2022). Another concern mentioned in theperformance measurement assignmentis that Woolworths faced challenges one year ago with a blunder in making bills. It has been seen that one of the customers has seen that a GST-free product has been billed with adding GST prices (Luxford, 2022). This type of technical error needs a potential solution by which they can develop loyalty with customers. This type of error mentioned in the performance measurement assignmentcan become the reason for the negative error in brand reputation. Hence it is necessary that Woolworths can consider the previous challenges that they have faced and need to make better strategies to continue the business growth while maintaining customer loyalty (Armenia et al., 2019).

Examining how effectively the project measured success
Woolworths and Big W have introduced the latest technology for reducing the challenges and burden of receipt. The newly introduced e-Receipt mentioned in the performance measurement assignmentcan give more convenient and easier payment experiences to its customers. Customers of Woolworths can easily get a receipt after shopping by scanning the QR code and can get the overall receipt on their paper. Being the first digital wallet in Australia, Woolworths group has started QR payments which can provide everyday rewards with everyday payments that are added to the digital wallets of the customers. According to the Managing Director of Woolworths group, Hannah Ross, Woolworths is undertaking the project of e-Receipt can promote contactless and ease payments while checkout, which can provide a better experience to the busy customers ("eReceipts | Everyday Rewards", 2022). Also, as the reward points are automatically added to the digital wallets, hence there is a minimum chance of missing out on the reward points collection. This performance measurement assignmentproject was completed within ten days with the mass collaboration of the Woolworths team promoting innovative performances.

Fig: Woolworth's e-Receipt project
Source: ("eReceipts | Everyday Rewards", 2022)

These contactless shopping experiences help them to attract customers. As this feature allows the customers to make payments through QR code scanning, hence it does not need to use plastic credit cards. Also, it can help the customers to shop and pay contactless and be more effective in this COVID-19 pandemic situation and let them be safe. Hence while measuring the performance measurement assignmentproject's success, it can be seen that customers are much more satisfied with this system of e-Receipt as this system influences them to shop easily and quickly being safe ("eReceipts | Everyday Rewards", 2022). For this innovative approach of Woolworths, they get recognized with Benchmark Award - 2022 for ensuring the best consumer experiences with their e-Receipt project. Also, it is necessary, while undertaking any performance measurement assignmentproject, that it must be aligned with business goals; otherwise, the project can fail. But in this case, it has been seen that the undertaken e-Receipt project helps to achieve the business goals of Woolworths as it can reduce the annual business cost due to less paper printing. It has been seen in this performance measurement assignmentthat Woolworths was able to boost customer loyalty along with the brand reputation, which helped them to achieve a competitive advantage. The paper receipt created an unnecessary burden for the customers; extra costs can also be one of the barriers to being sustainable. This initiative of digital and smart payments can help the customer as well as the company as it lets the customers stop receiving the shopping receipt. By which the company became able to go sustainable by reducing paper consumption and reducing the negative impact on the environment ("eReceipts | Everyday Rewards", 2022). Throughout the overall performance measurement assignmentproject, the overall activities have been undertaken in order to improve the customer experience, and for that, the quality has been measured thoroughly. They have managed and monitored the overall work by controlling the fraud and stopping the push notification from supporting customer loyalty (Woolworthsgroup.com.au., 2022).

Lessons learned
By critically studying the performance measurement assignmentproject, a few lessonshave been identified that are discussed below;
New strategy for gaining customer's attention -from the overall approach in the performance measurement assignment, it is learned the new innovative strategy to gain customer attention. After this approach, Woolworths has gained enormous attention from its stakeholders (Woolworthsrewards.com.au., 2022). Utilizing digital power to facilitate the customers' needs is not only effective for business but also healthy for the environment. As per the performance measurement assignment the company not only reduced paper consumption it also enabled the customer to see their purchase history along with their bill. This helped the company to develop transparency between its customers. As the company automated its Cash- management at point-of-sale terminals, it provided flexibility and maintained transparency not only with its customers but also with its employees (Woolworthsrewards.com.au., 2022). This approach mentioned in the performance measurement assignmenthelps the company's everyday reward system, where more than one million users are active.
Socio-environmental responsibility - From the overall concept mentioned in the performance measurement assignment, the company not only put a full stop to its paper consumption but also gained shareholders' attention. Many of Woolworths' partners appreciated this approach the company, which helped the company to fulfil its commitment to zero-carbon emission statements. The company previously stated that within 2050 they would accomplish a net-zero emissions tag (Woolworthsrewards.com.au., 2022). By reducing paper consumption, the company is one step closer to its commitment. This approach of the company impacts their business expenses, as they do not have to spend huge amounts of money acquiring papers.

Recommendations for potential improvements of future performance measurement assignmentprojects
E-receipts are often accepted as a way to save paper, and this is definitely true. E-receipts are convenient, easy to fill and easy to find if a user needs to return an item, needs a receipt for tax or business purposes, or makes a warranty claim. But, all modern technology has come with its pros and cons; where e-receipts help companies in reducing their paper consumption, the other side, this approach leads to many security vulnerabilities. Although this approach is environment friendly as per the performance measurement assignment it can be used to conduct activities that may violate digital privacy acts. Digital receipts store large amounts of customer data, buying patterns, and customer behaviour; the company may use them for targeted advertisements, product promotions and email marketing. As most of the customer data is stored in a database, if the company does not properly secure the data, hackers can easily breach it and extract valuable information such as email addresses, user names, and Date of Birth, and use this information in conducting phishing attacks. Therefore, it is essential for the company to protect their user data. The company should not use the user data without users' permission for marketing activities. Under the performance measurement assignmentdigitization projects, Woolworth should invest more in their data security to secure user data from third-party access.

References
Armenia, S., Dangelico, R. M., Nonino, F., & Pompei, A. (2019). Sustainable project management: A conceptualization-oriented review and a framework proposal for future studies. Sustainability, 11(9), 2664. DOI:10.3390/su11092664
eReceipts | Everyday Rewards. Woolworthsrewards.com.au. (2022). Retrieved 2 August 2022, from https://www.woolworthsrewards.com.au/ereceipts.html.
Gavrila, S. G., & de Lucas Ancillo, A. (2021). Spanish SMEs’ digitalization enablers: E-Receipt applications to the offline retail market. Technological Forecasting and Social Change, 162, 120381. DOI: https://doi.org/10.1016/j.techfore.2020.120381
Luxford, M. (2022). Woolworths shopper notices error after decoding obscure symbol receipt. Mail Online. Retrieved 2 August 2022, from https://www.dailymail.co.uk/news/article-10090789/Woolworths-admits-error-savvy-shopper-decodes-little-known-receipt-symbol.html. Scheie, E., &Stromholt, S. (2019). “The Sustainable Backpack”: Exploring possibilities in education for sustainable development through a nationwide professional development program. Acta Didactica Norge, 13(2), 5-22. DOI: http://dx.doi.org/10.5617/adno.6473

Shopping made it easier for customers with a new way to pay - QR-enabled Everyday Pay, from Everyday Rewards - Woolworths Group. Woolworthsgroup.com.au. (2022). Retrieved 2 August 2022, from https://www.woolworthsgroup.com.au/page/media/Latest_News/shopping-made-easier-for-customers-with-a-new-way-to-pay---qr-enabled-everyday-pay-from-everyday-rewards/.

Performance measurement assignment on the interview of a project manager of Woolworths
Interview questions and answers for the performance measurement assignment

Question 2: How has eReceipts helped to align with Woolworths’ business development goal and strategy
Answer: As has been witnessed in the performance measurement assignment, Woolworths has been able to note pivotal cost savings from the decreased consumption of paper with a growth in the core brand value through bringing a differentiation from the current competition. This latest feature has also allowed the different shoppers from the market to update their respective preferences through the application so that they do not need to consider any printed receipts while scanning their respective everyday rewards cards within the store. This significant feature has already been able to save kilometres of paper each and every week considerably. The proven fact in the performance measurement assignment can also be highlighted with Woolworths has committed that it will meet its target of zero carbon emission until 2050. This is quite appreciable, and in this current scenario, this technology of eReceipts has helped this brand a lot.

Question 4: How do you measure the success of Woolworths’ eReceipts project monitoring?
Answer: The success of these eReceipts is being measured by Woolworths through its prominent efforts, which it has provided to enable and sustain sustainable development adequately. This allowed the consumers in order to transact without any plastic cards or paper receipts which is indeed a revolution for Woolworths toward digital adoption. This feature has also allowed the team members present in the loyalty scheme to earn points, access the discounts at different supermarkets, BWS, and Big W and check the point balance in an elementary way. As per the performance measurement assignment this provided a great benefit to the clients in this current competitive market.

Success or a lack of success experienced by the company using metrics and areas for potential improvement
This is certainly a success which has been experienced by Woolworths subsequent to utilizing the eReceipts for the consumers towards supporting the sustainable development goal (Scheie&Stromholt, 2019). It has been overseen in the performance measurement assignmentthat Woolworths has decided to meet zero carbon emission by 2050. Project monitoring: It monitored all its pivotal stages with the help of an adept technical team to ensure the best features which can be acquired from this technology of eReceipts.

Quality plan: Woolworths has thoroughly measured all of its possibilities for implementing the best solution with this technology of e-Receipts (Gavrila& de Lucas Ancillo, 2021). The performance measurement assignmentidentified the needs of the customers, which they had been suffering from with the paper receipt. Then it made a blueprint through which it has replaced the conventional paper receipts with the eReceipts. Customer Satisfaction: Woolworths updated the reward application so that the consumers, members and shoppers will be able to opt-out best of the technology.

Alignment to the business goal & strategy: Woolworths met its sustainable development goal by launching this eReceipts technology through which the paper waste has been reduced.
It has been seen in the performance measurement assignmentthat Woolworths group wins the award for best consumer project. As it has been witnessed that the undertaken e-Receipt project helps to boost customer experience with the adoption of sustainable digitized contactless payments method (Gavrila& de Lucas Ancillo, 2021). But there are some areas as per the performance measurement assignment which requires some potential improvements to continue the growth of the company. As this is the e-Receipt work through the cloud and PaaS platform and responsible for making transactions 250/second, hence it is necessary to ensure the security and privacy of the system. Also, the main concern is that it is directly linked to consumers' mobiles which can also become the reason for the risk to security and privacy (Woolworthsgroup.com.au., 2022). Another concern mentioned in theperformance measurement assignmentis that Woolworths faced challenges one year ago with a blunder in making bills. It has been seen that one of the customers has seen that a GST-free product has been billed with adding GST prices (Luxford, 2022). This type of technical error needs a potential solution by which they can develop loyalty with customers. This type of error mentioned in the performance measurement assignmentcan become the reason for the negative error in brand reputation. Hence it is necessary that Woolworths can consider the previous challenges that they have faced and need to make better strategies to continue the business growth while maintaining customer loyalty (Armenia et al., 2019).

Fig: Woolworth's e-Receipt project
Source: ("eReceipts | Everyday Rewards", 2022)

Throughout the overall performance measurement assignmentproject, the overall activities have been undertaken in order to improve the customer experience, and for that, the quality has been measured thoroughly. They have managed and monitored the overall work by controlling the fraud and stopping the push notification from supporting customer loyalty (Woolworthsgroup.com.au., 2022).

This approach of the company impacts their business expenses, as they do not have to spend huge amounts of money acquiring papers.

eReceipts | Everyday Rewards. Woolworthsrewards.com.au. (2022). Retrieved 2 August 2022, from https://www.woolworthsrewards.com.au/ereceipts.html.
Gavrila, S. G., & de Lucas Ancillo, A. (2021). Spanish SMEs’ digitalization enablers: E-Receipt applications to the offline retail market. Technological Forecasting and Social Change, 162, 120381. DOI: https://doi.org/10.1016/j.techfore.2020.120381
Luxford, M. (2022). Woolworths shopper notices error after decoding obscure symbol receipt. Mail Online. Retrieved 2 August 2022, from https://www.dailymail.co.uk/news/article-10090789/Woolworths-admits-error-savvy-shopper-decodes-little-known-receipt-symbol.html.
Scheie, E., &Stromholt, S. (2019). “The Sustainable Backpack”: Exploring possibilities in education for sustainable development through a nationwide professional development program. Acta Didactica Norge, 13(2), 5-22. DOI: http://dx.doi.org/10.5617/adno.6473
Shopping made it easier for customers with a new way to pay - QR-enabled Everyday Pay, from Everyday Rewards - Woolworths Group. Woolworthsgroup.com.au. (2022). Retrieved 2 August 2022, from https://www.woolworthsgroup.com.au/page/media/Latest_News/
shopping-made-easier-for-customers-with-a-new-way-to-pay---qr-enabled-everyday-pay-from-everyday-rewards/.

Tags: woolworths sustainability goals azure cloud united states

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