Successful CRM System Implementation in Woolworths Limited

Running head: STRATEGIC PROJECT MANAGEMENT
Strategic Project Management: Successful CRM system implementation in Woolworths
Limited
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1STRATEGIC PROJECT MANAGEMENT
Introduction
Innovation is referred to as one of the greatest way that helps to gain success in this
digital era. For any business technology can either serve positive impact or can serve negative
impact. This report depicts the role of technology and innovation behind the success story of
Woolworths Limited’s ERP and CRM implementation. The direction of innovation and its role
towards the business success can be demonstrated in different manners (Norton 2015). The
positive as well as smarter directions in terms of quality, time and values have proved that the
emerging technology can deliver wide success in the business environment.
It is mandatory for any business organization to consider most suitable technical
excellence so that is can drive the business to commercial and competitive success. Proper
justifications for the success criteria are elaborated in this report with accurate justification and
also numerous criteria that can drive the business towards success are also illustrated in this
report. Behind the success some critical challenges also exists in the organization that are to be
mitigated and for that some recommendations are also illustrated in this report.
Background of the company
Woolworths Limited is one of the well known retail brands headquarters in Bella Vista,
New South Wales Australia ad founded in the year of 1924, 22 September. The company serves
their products throughout Australia and New Zealand. Woolworth’s mission is to obtain high
financial security as well as well being through providing range of competitive, relevant and also
price saving services to the consumers (Abunar and Zerban 2016). Apart from this, the vision of
the company is to provide high quality financial services for their employees. The moral integrity

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of the company is to grab more new consumers and also retain the existing consumers with high
consistency. Another aim of the company is to provide ethical, user friendly as well as
responsive online services to the consumers. Initially, the company has weaker and insecure
operational and functional ability. Due to this reason the service center of the company was
unable to manage their functions successfully (Sullivan and Gouldson 2017). As a result they
have planned to implement an ERP system and CRM support system for managing all their
consumers all at a time.
Discussion on the success criteria
One of the largest food retailers of Australia called as Woolworths Limited is known that
an effective supply chain operation provider in central for being able to deliver fresh food on
everyday basis to Millions of the consumers across Australia. In order to ensure the effective
operation of the supply chain management system that Woolworths Limited deploy in their
business to business integration platform for providing real field application level integration
with the system of the suppliers (Fernie and Sparks 2014). This platform leverages the protocol
of AS2 for the business of business communication that gives a specification for delivering
automated order fulfillment between the businesses with the help of the internet.
The key success factors that work behind the success of the ERP system include the
proper project startup, management commitment, project scope, experienced project team, proper
change management approaches, communication and training management program, budget
preparation and project closure. Mathu and Phetla (2018) stated that, successful business
strategies, IT strategies, ERP strategy review result can give project commitment. The project
associates should have proper understandings about the business requirements and they plan

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according to that to satisfy both the consumers and the employees at a time. Properly proven
tools and methodologies are to be selected by the company to make secure relationship between
the service providers and the consumers. It helps to design good communication outlines as well
as business case so that the system functionalities can be successfully implemented.
One of the major strategic partners of Woolworths Limited is SPS commerce. It helps the
company for the provision of Business to Business integration along with the community of the
suppliers. After high level extensive certification and evaluation process, the senior business
manager of the electronic business of Woolworths Limited has chosen SPS commerce. Due to
the already proved track record decorum the company has decided to adopt the service of SPS
commerce (Mohammad 2018). For direct store deliveries and high speed transmission of orders
this application is very much helpful from the business aspect. In order to meet the requirements
of the consumers and the employee proper support from the external and internal supporters are
very much crucial (Offor and Cleveland 2018). With the changing time the company is adopting
more advanced technology based platform for operating all the system functionalities
accordingly. In order to integrate the supplier’s community the company has adopted the SPS
commerce.
Critical identification and justification of the criteria
The ERP success criteria associated to Woolworth limited are elaborated in the below
section. The company has adopted the SAP RP for implementing the system successfully for the
associate employees of the company. After analyzing the future scope associated to the system
the company has adopted the concept of the ERP system. Incredible benefits can be generated by
the company if they adopt the application concept of SAP ERP system (Jayawickrama et al.