Background and Challenge
Massmart is a retail and wholesale group with over 300 stores in 9 sub-Saharan countries. They operate known brands such as Game, Makro and Builder’s Warehouse. After a recent acquisition by Walmart, Massmart has been delisted from the JSE and is now under full control of Walmart. Due to a combination of the acquisition and moving to a brand consolidated model, the Infrastructure Operations team is embarking on a journey to align all processes across brands, internal teams and vendors, with the goal of having a consistent and best-practice processes and end-user SOPs for all activities performed. This also requires consideration of the Walmart standards and audit requirements.
What We Did
PPT conducted a deep dive into the Infrastructure Operations procedures – in the realm of Datacentres, Device management, Networks, Point of Sale, and Servers.
- We built a schedule of relevant processes and procedures, highlighting points of concern, overlap between departments and 3rd party vendors. This was used to workshop the team requirements, and to create a strategy for building out structured processes and information management.
- A major pain point was how critical situations are  We mapped out current and suggested processes, together with a scorecard for managing time and cost implications during the downtime and resolution process.
- We mapped out baselines processes in about 20 areas where existing documentation was either out of date, scattered or did not exist. This required workshopping with the relevant teams to bring accurate and relevant detail into a consolidated view.
Results to Date
- The mapping process is ongoing, where next steps on completed processes will be for the internal teams to operationalise them. The PPT team will work closely to support on iterations required for ongoing change management and improvement.
- The mapping done to date has supported the team in identifying where their current gaps and risks  This has initiated the requirement for building out standard SOP documents to be used across internal teams, stores and vendors, which is the immediate next step in the project