John Lewis Partnership Transforms Personnel Services for 85,000 Employees by Using a Self-Service Portal
By Michael Snow on Sep 02, 2014
Oracle Customer: John Lewis Partnership
John Lewis Partnership, one of the United Kingdom’s leading retailers, owns and operates 30 John Lewis department stores, 10 John Lewis at-home stores and 302 Waitrose supermarkets. The organization also runs a substantial online business through www.johnlewis.com and www.waitrose.com, in addition to business-to-business contracts in the UK and abroad.
John Lewis Partnership is the UK’s largest example of worker co-ownership where all 85,000 employees are partners in the business. Partners are dedicated to delivering excellent customer service and share in the benefits and profits of the business. John Lewis was named “Retailer of the Year 2013” at the Oracle Retail Week Awards 2013.
|A word from John Lewis Partnership|
"With Oracle WebCenter Portal, our partners have secure, straightforward, and instant access to a wide range of human resources services from any location. We also laid a strong foundation for future developments and growth within the organization.”
– Stephen Oliphant, Technical Application Architect, Oracle Business Service Center, John Lewis Partnership
- Centralize personnel services by forming a new shared-service center to streamline services, improve efficiency, and offer all employees self-service functionality from the office, home, or geographically dispersed retail stores
- Save time and costs by replacing manual, time-intensive human resources processes with an easy-to-use, self-service platform that enables employees to be more self-sufficient in managing their human-resources queries
- Enable the John Lewis Partnership to better manage growth in the quickly changing, customer-centric retail industry by building a strong and flexible infrastructure to improve management of core back-office processes, including personnel management
- Centralized and transformed personnel services by implementing user-friendly Oracle WebCenter Portal and offering 85,000 employees self-service access to human resources information, such as payroll, holiday and maternity entitlements, and performance review details
- Integrated Oracle WebCenter Portal with Oracle WebCenter Content, Oracle E-Business Suite, and Oracle Business Intelligence Enterprise Edition (OBIEE) to provide straightforward access for all employees and line managers to human resources information via an easy-to-navigate portal with a single login
- Eliminated inefficient manual processes to request holidays, administer leave requests, and check payroll details by encouraging employees to use self-service for 60% of all transactions—reducing the time and costs associated with requesting information by telephone, e-mail, or in person
- Enabled employees to access the portal, 24/7, while at work in the head office or branch offices, via terminals in all retail stores, or at home using secure identity management, providing the most convenient way to review personnel information, ask questions, and make requests
- Improved efficiency of leave-request reviews and approvals by providing employees and line managers with all relevant information up-front, such as who else is on holiday at a particular time, by integrating the online portal with Oracle Business Intelligence Enterprise Edition
- Delivered graphical representation of managers’ hierarchy through the portal to help managers navigate the system in a user-friendly way
- Built manager pages within Oracle Business Intelligence Enterprise Edition to highlight upcoming activities, helping managers plan their schedules in relation to personnel administration duties
- Trained 85,000 staff members using Oracle User Productivity Kit Standard to ensure rapid adoption of Oracle WebCenter Portal for personnel queries
- Established an Oracle WebCenter platform to deliver the flexibility required for additional functionality; further integrations with multiple applications, including Oracle Learning Management; and to deliver additional services throughout John Lewis Partnership in the future
“Oracle is our strategic partner of choice, and by working with a single vendor, we benefit from consistency across technology, service, and support,” said Stephen Oliphant, technical application architect, Oracle business service center, John Lewis Partnership.
“The scalability of the Oracle solution is very important. One of the key drivers for this transformation project was to support the rate of change and growth within John Lewis Partnership. By partnering with Oracle, we can deploy the right technology to provide a good service to the business and to scale as our organization grows,” said Oliphant.
John Lewis Partnership chose Oracle Diamond Partner Hitachi Consulting as the lead systems integrator to provide expertise and resources for its organization-wide HR transformation program. Hitachi led a team of partners and worked with John Lewis Partnership from the requirements-gathering phase, through initial design workshops and conference-room pilot sessions, to the final build and testing. Hitachi deployed a large, onsite team and was responsible for functional, technical, and project management, testing, as well as governance.
As part of this extensive program, Hitachi upgraded John Lewis Partnership’s Oracle E-Business Suite implementation to Release 12 before designing and implementing the Oracle WebCenter solution. It was important that the look and feel of Oracle E-Business Suite was familiar to users, so Hitachi designed the Oracle WebCenter interface to resemble the John Lewis Partnership intranet.
“Hitachi provided excellent resources throughout this project. The team was more than willing to spend time with us transferring knowledge, helping to ensure that we get the best value from our Oracle implementations into the future,” said Stephen Oliphant, technical application architect, Oracle Business Service Center, John Lewis Partnership.