Woolworths and former CBA CIOs on How to Achieve Operational Excellence

Operational excellence is foundational for any technology organisation and understanding the business you serve is crucial.

John Hunt, CIO & Director of Group Enablement at Woolworths and Memo Hayek, CIO & CTO, Executive Leader, previously Nine Entertainment & CBA both emphasise that technology’s primary role is to support and enhance business operations at CIO Edge.

John stresses that operational excellence starts with ensuring core systems are reliable and consistently running, as these are fundamental to participating effectively in technology initiatives.

He illustrates this with the example of integrating data on the Google platform to support retail operations at Woolworths, which is essential for anticipating and addressing future technological needs.

Memo adds that while foundational aspects like reliability and availability are critical, they represent just the starting point.

Operational excellence extends to aligning technology with business objectives and demonstrating the return on investment. He highlights the importance of understanding the business context and balancing risk management with growth initiatives.

Transparency and effective communication with business stakeholders are vital, as they help build trust and ensure that technology investments align with business priorities.

This approach involves a fine balance between data-driven insights and intuitive judgment, leveraging both to make informed decisions and drive continuous improvement.

John emphasises that foundational tech functions, such as maintaining current technology, are crucial.

He describes how his team tackled significant tech debt years ago by investing in lifecycle management to keep applications and infrastructure up to date.

This proactive approach, he explains, builds trust with the board, as consistent investment in technology ensures ongoing operational efficiency and aligns with business needs.

John also highlights the importance of understanding the business intimately and leveraging technology to address real-world challenges, such as enhancing customer experiences and streamlining operations.

According to Memo, operational excellence starts with ensuring core services are reliable, available and secure, but must extend beyond these basics to drive value through technology.

He stresses that technology teams should act as co-drivers of the business rather than mere vendors, necessitating a deep understanding of business needs and strategic objectives.

Transparency in communication with both the business and external vendors is vital and treating vendors as integral partners, rather than just service providers, enhances collaboration and outcomes. Continuous learning and development is essential.

Key takeaways:

• Technology as a business enabler: Technology teams should immerse themselves in the business’s operations and needs, acting as co-drivers rather than just service providers. Understanding and addressing real-world challenges through technology can significantly enhance business outcomes and efficiency.
• Invest in lifecycle management: Proactively managing and updating technology infrastructure and applications is crucial to avoiding tech debt and maintaining operational excellence. This approach builds trust with stakeholders and ensures ongoing alignment with business needs.
• Collaborate and communicate transparently: Effective partnerships with both internal teams and external vendors are essential. Treating vendors as integral partners and fostering open, transparent communication enhances collaboration and drives better results.