Countdown's connected customers-Interview with Sally Copland 15 - GS1 NZ
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ISSUE 45 JUNE 2018 Countdown’s connected customers –– Interview with Sally Copland General Manager – Digital EAT MY LUNCH 4 GS1 CLOUD IS COMING 6 LEGAL ENTITY IDENTIFIERS 7 HEALTHCARE LEARNINGS 15
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GS1 COMMENT
Data is at the centre of
everything
We’re at the data tipping point.
Having meaningful data on products and the GS1 community worldwide are convinced Data is, of course, extremely important in
supply chain events, in the right places at the on the need for a “single source of truth” government and social services as well as
right times has become imperative – not just about objects, events etc, and for that truth to online business. Next month also, we are
“nice to have” – to the success of every be universally understood, trusted and used privileged to be hosting in New Zealand a
organisation, especially those competing in a by everyone who can benefit. UK leader on data systems in Healthcare for
globalised marketplace. improved patient safety and reduced cost.
The drivers are obvious – explosive growth in Mr Keith Jones, prominent physician and
Data for the integration of digital and physical online retailing and e-commerce in all its Director of Clinical Surgery at Royal Derby
retailing activities; data to meet the forms, the dominance of mobile technologies, NHS within England’s National Health Service,
information demands of customers and rising consumer demand for knowledge and is leading the introduction of GS1
government agencies; data to enable convenience, and the relentless pursuit of standardised data into every area of operation
full traceability whenever required; and data efficiency and competitive advantage. at his hospitals. This is a world-first
for genuine interoperability between supply programme from which this country (and
chain partners. To these add the GS1 System itself. Ongoing
others) can learn much. See our article on
development of our data standards and data
page 15.
Of course, data accuracy, relevance and management systems add momentum to all
availability have long been important. Forty these trends – see the GS1 Cloud on page 6 Countdown, eBay, Trade me and Britain’s NHS
years’ development and growth in the GS1 for some of the latest. … a diverse set of just four organisations who
system for standardising, capturing and truly get the imperative to put meaningful
sharing data on objects, locations, legal New Zealanders are certainly awake to
data at the centre of everything they do.
entities and events are evidence of that! the opportunities and challenges – and GS1
Beyond the tipping point, thousands more
New Zealand’s Connect: Online Marketplace
will follow in their own ways. At GS1, we’ll
But at today’s tipping point, “important” Summit on 27 June will provide new insights
do everything we can to support you with
gives way to imperative in so many areas of on integrating the digital and physical, and on
insights, strategic guidance and operational
business, service provision and regulatory other aspects of today’s tipping point.
support.
activity. Companies and other organisations
must have the right data in the right places
at the right times in order to implement their
next big strategy or project, whatever that
might be.
ONLINE MARKETPLACE SUMMIT
All this was extremely clear at February’s GS1 www.gs1connect.nz
Global Forum, in Brussels: Some of the world’s Dr Peter Stevens
biggest consumer goods companies found Chief Executive
themselves in solid agreement on how critical We are delighted to host this half-day of
data has become in every area. presentations by leaders in retailing and
online business, along with a keynote address
The talk was of designing, or redesigning, from Small Business Minister Stuart Nash. This
“data centred” business processes, and of SCAN’s feature interview with Countdown’s
“seamless integration” between the digital Sally Copland is a sneak preview on the views
and physical. More than ever, the leaders of of one of those presenters!
SCAN magazine is produced twice yearly for the benefit of GS1 New Zealand Unless otherwise indicated, articles appearing in SCAN may be
members. It has a circulation of approximately 6000 readers throughout the reprinted provided that GS1 New Zealand is acknowledged.
GS1 New Zealand country as well as 114 GS1 member organisations worldwide.
PO Box 11 110 For editorial or advertising enquiries please contact:
Wellington SCAN reaches decision-makers in a wide range of industry sectors Annique Davis on 04 494 1057 or annique.davis@gs1nz.org.
T +64 4 494 1050 including grocery, FMCG, healthcare, logistics, manufacturing, retailing, Advertising rates are on our website.
0800 10 23 56 wholesaling, transport and government. Our readership includes chief For copies of SCAN: If you are a member and would like more
F +64 4 494 1051 executives, sales and marketing managers, account managers, brand and copies of SCAN, or if you are not a member and would like to
E info@gs1nz.org product managers, IT personnel, operations managers, production subscribe, please contact Bev Gough on 04 494 1050 or
managers, logistics and supply chain personnel, (barcoding) staff and bev.gough@gs1nz.org.
packaging coordinators.
ISSUE 45 3
GS1 MEMBER
Lisa King and Michael Meredith in their kitchen.
Eat My Lunch goes
to the supermarket
Digest these numbers: 5500 meals, 75 schools, 820 workplaces
and six supermarkets. They sum up Eat My Lunch’s daily
operation at the end of April – and the numbers will surely be
a lot higher in a month or two.
Eat My Lunch™ must be one of New Zealand’s fastest growing consumer businesses, as well as its biggest
success story yet in the realm of social enterprise¹.
Each working day, Eat My Lunch prepares lunches working from 6:30am-9am, and This unique form of social enterprise
and delivers high quality lunches – and around 400km travelled in deliveries on (in New Zealand, anyway) is the brain child
also breakfasts, “tea time” food and the average day. of Iaan, with 25 years’ previous marketing
dinners – to customers in Auckland, and operational management experience
Hamilton and Wellington. Each sale also Launch in FMCG, and of Lisa King, also a very
funds lunch for a Kiwi child in need – a Eat My Lunch’s BUY ONE. GIVE ONE™ experienced FMCG marketer. Iaan and Lisa
healthy lunch made fresh each morning by model has taken off since launch in mid partnered with high-profile chef Michael
Eat My Lunch volunteers and delivered to 2015. Co-founder and Director Iaan Meredith to promote the business initially
the child’s school by noon. Buchanan foresees high growth continuing through its website and on social media.
month by month, this year and beyond. Growth started immediately with the first
Schools are nominated by their local
communities. The individually-boxed week’s 50 BUY lunches per day becoming
“Our goal is ultimately to be ‘giving’
lunches, breakfasts, dinners and afternoon 200 per day in week two.
25,000 children a lunch every school day.
teas are delivered to the schools, and to
the paying customers within clearly
That’s the widely-accepted scale of the New World
need across New Zealand. Today we’re
delineated territories, using Eat My Lunch’s Sales were all online until last October
doing around 2700 GIVE lunches in
own car fleet or commercial couriers. when Eat My Lunch was also launched into
Auckland, Wellington and Hamilton. Right
New World supermarkets. This, after
Other April numbers for Eat My Lunch: 40 now, we could be giving 10,000 lunches
Foodstuffs North Island joined as a
employees based in central Auckland and in Auckland alone, so the growth potential
shareholder and injected new capital to
Wellington, 35 volunteers making GIVE is huge.”
help fund the extraordinary growth. By the
end of April, Eat My Lunch products were
available through six New Worlds and
1 Social enterprise is generally defined to be an organisation applying commercial strategies and processes to
maximise social objectives while also operating profitably. several independent cafes, all in Auckland.
4 JUNE 2018
GS1 MEMBER
Iaan says joining GS1 – he was no stranger gives us the ability to pick up impulse
to GTINs and barcodes – was an obvious buyers who aren’t otherwise coming to us
step when moving to become a online.”
supermarket supplier. The BUY lunch
menus could not be so flexible from Future growth
day-to-day, and packaging had to be He expects high sales growth in an
enlivened with more artwork, nutrition increasing number of Auckland
information and scan-ability at point-of- supermarkets and plans to be supplying
sale. Before this, says Iaan, Eat My Lunch in New Worlds in the Wellington area by
was effectively a business-to-business the end of 2018. ”Foodstuffs have around
operation with orders only taken online 130 significantly-sized stores throughout
and meals dispatched to workplaces in the North Island and at some point, I’d like
plain boxes. to think we will be distributing to them all.”
“Selling at retail is a distinctly different With the rise of Eat My Lunch as a retail
form of business from our online channel. brand and with its sheer volumes of
Supply chain arrangements are more growth, Iaan says the business will
complex, and we have to make sure of eventually move to greater use of GS1
consistency in every incidence of the standards for inventory and logistics
product and its packaging,” Iaan says. management.
Growth in online sales shows no signs of
slowing (annualised the rate is 70%) and In fact, the need for scanning has been low
to date because of the unique business Eat My Lunch has, it seems, plenty of
Iaan expects that to continue.
model – food ingredients are bought fresh potential to chew on!
So why move to the supermarkets? “We every day and used within 48 hours
For more information, see
want to sell as many lunches as we can (mostly within 24 hours), and the meals
www.eatmylunch.nz
because that enables us to keep growing are all gone on their day of preparation. Eat My Lunch Limited NZBN 9429041461587
our GIVE lunch numbers. it makes sense to Iaan expects to take his next steps soon by
have as many sales channels as we can applying GS1 numbering and barcodes to
manage,” Iaan says. “Being in retail outlets cartons of product for dispatch to New Worlds.
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ISSUE 45 5
GS1 NEWS
New report coming
for barcode
verification
When to apply a new GTIN to a modified product –
this can require tricky decision making by GS1
members. There will soon be a new type of verification
report to help get right answers without further hassle
for businesses.
“The GTIN Management Standard is as page. Instead text will state whether the The GTIN Management Standard at
comprehensive as a one-size-fits-all barcode symbol meets specifications along https://www.gs1.org/1/gtinrules/en
standard can be in an area as complex as with individual passes for technical criteria. provides three simple questions:
product description,” says GS1 Quality Where appropriate, the new report will
Manager Owen Dance. “There are grey include a comment against “validity of • Is a consumer and/or trading partner
areas that can leave brand owners GTIN” to indicate that the number needs expected to distinguish the changed
or new product from previous/current
unhappy. Occasionally we fail GTINs where to be changed for compliance with GS1
products?
we think product modification really did standards. Suppliers will know that the
require a number change but the supplier barcode symbol is sound but the GTIN’s • Is there a regulatory/liability disclosure
concerned has taken a contrary view.” acceptability needs to be negotiated with requirement to the consumer and/or
each of their customers. (Previously a trading partner?
Here’s a hypothetical case: A standard can red cross on the face of GS1’s report would • Is there a substantial impact to the
of “Irish Stew” is re-named “Stew” along mean its immediate rejection by some supply chain (e.g., how the product is
with numerous changes to marketing text retailers). shipped, stored, received)?
and package graphics but no change to A “yes” to any questions means a new
the actual recipe, just some changes in the “We hope this will provide some wriggle GTIN is required.
proportions of ingredients. A new GTIN room in situations where there is room for
should be applied to “Stew”. it,” Mr Dance explains. “But as a standards The full GTIN Management Standard and
body GS1 simply can’t pass something that an online decision tool to assist in deciding
GS1 plans to introduce a new type of is contrary to the Standard.” when a change is required can be found at
report that will have neither a cross nor a https://www.gs1.org/1/gtinrules/en
tick – an overall pass or fail – on the front
GS1 Cloud – the world’s largest
product database
The GS1 Cloud is coming. This centralised This database is designed to house more The launch date has not yet been set.
database under development by GS1 than 100 million Global Trade Item However GS1 Global says the first
Global will be the world’s largest source Numbers (GTINs), along with six additional cloud-based applications will be:
of trusted product information – and that core product attributes that will deliver
information will be available to retailers, trusted product information usually • GTIN authentication: Checks on whether
e-tailers, marketplaces and brand owners demanded by customers. The core product a GTIN comes from a GS1-assigned
everywhere through an online portal and attributes are: GTIN, brand name, label Company Prefix;
via application programming interfaces description, medium resolution image URL, • Product validation: Provides all available
(APIs). target market, company name and product attributes for a given GTIN; and
classification. • Search function: Gives companies the
The GS1 Cloud will combine brand-
ability to discover new products based
sourced product data from existing The GS1 Cloud will be used in consumer-
on the Global Product Classification
GS1 databases, including catalogues facing channels and to help sourcing
(GPC) and target market where the
maintained by individual member decisions and will be analysed for data
product is sold.
organisations like GS1 New Zealand’s quality and digital usage. All data
National Product Catalogue (NPC). It will recipients of the GS1 Cloud must have a
also collect data directly for products not relationship with a GS1 Member For more information, see
www.gs1.org/services/gs1-cloud
currently maintained in an existing source. Organisation to gain access.
6 JUNE 2018
GS1 NEWS
Global financial
identifiers from GS1
GS1 New Zealand will soon begin issuing Legal Entity Identifiers
(LEIs) on behalf of GS1 Global. The LEI is the world financial
system’s new form of unique identifier for companies, trusts
and all other entities that engage in financial transactions.
GS1 New Zealand has been appointed the An LEI is a globally-unique 20-digit, New Zealand has approximately 1060
only local registration agent in this country alpha-numeric code based on the ISO entities that are registered here and have
which can support LEI issuance on behalf 17442 standard, as developed by the already secured a LEI from a foreign
of GS1 Global to eligible New Zealand- International Organisation for GLEIF-approved issuer.
registered entities. In time, many Standardisation (ISO). The identifier links
thousands are expected to acquire the to standardised reference information Under ISO 17442, the term “legal entity”
identifiers for their buying, selling or including the legal name and registered includes, but is not limited to, parties that
holding of financial assets and securities address of the entity, and its type and are legally or financially responsible for the
anywhere in the world. legal form. performance of financial transactions or
have the right in their own jurisdiction to
The LEI system is designed to vastly GS1 New Zealand’s status in this country enter independently into legal contracts.
increase transparency and simplicity in recognises the organisation’s integrity in The definition includes: Registered
financial transactions, and add efficiency identifier validation and database companies and registered subsidiaries;
to market operation, risk management and management. It has become a registration funds and trusts; charity organisations;
regulation everywhere. agent of GS1 Global Office which, in turn, government bodies; and branches offices
has a partnership with the Global Legal where the head quarters entity already has
The need for this became apparent amid Entity Identifier Foundation (GLIEF) as a an LEI. Natural persons, or individuals,
the 2008 Global Financial Crisis and GLIEF accredited LEI issuer. (The latter, cannot have LEIs.
especially the collapse of U.S. investment GLEIF, was effectively set up by the G20
bank Lehman Brothers in September that For more information, see
group of the world’s leading economies
www.gleit.org/en/about-lei/regulatory-
year. Regulators found no consistent in 2011). use-of-the-lei
identification of the counterparties in
billions of dollars’ worth of transactions. Millions of entities are eligible for LEIs
worldwide, although having an identifier Applying for an LEI
The European Union’s financial regulators is only compulsory in jurisdictions where GS1 expects to be supporting LEI
have made LEIs compulsory for the financial authority has made them a
issuance in the second half of 2018 to
transactions within their jurisdictions since legal prerequisite to participate in
3 January 2018. The London Stock any eligible New Zealand-registered
transactions (as in the EU countries).
Exchange, for example, simply says, “no legal entity.
Increasingly, regulators in non-EU
LEI, no trade”. Every legal entity that is jurisdictions have indicated they will For more information, see
party to a transaction and/or trades in mandate that legal entities must have LEIs www.gs1nz.org/ or email Micheal
derivatives within the EU must be (although not yet the Financial Markets Warren (Senior Advisor Government),
registered with an LEI. Authority in this country). micheal.warren@gs1nz.org
LEIs and NZBNs
New Zealand Business Numbers (NZBNs) are both globally unique but LEIs are for
have been sourced from the Ministry of use only in financial transactions. The
Business, Innovation and Employment to Global Legal Entity Identifier Foundation
all legal entities in this country. NZBNs are intends to include NZBNs wherever
based on globally unique GLNs (Global applicable in its global LEI database and
Location Numbers) sourced from GS1. LEIs will also appear in GS1 global
NZBNs and information associated with registries. GS1 New Zealand will require
them are for widespread use in business applicants for LEIs to already have their
activities within New Zealand and with NZBN available.
overseas trading partners.
New NZBNs can be obtained from
LEIs and NZBNs are complementary. They www.nzbn.govt.nz/get-an-nzbn
ISSUE 45 7
FEATURE INTERVIEW
Countdown marches on with
convenience for connected
customers
Countdown is undoubtedly New Zealand’s leading online retailer. As General Mangager – Digital, Sally
Copland oversees the next steps in Countdown’s expanding digital connection with customers nationwide.
Things have come a long way since 1996 when the group gave Kiwis their first taste of online shopping:
Software was handed out on floppy disks so people could use dial-up Internet to access a server containing
product details and prices. Sally talks with SCAN about Countdown’s continued online growth, its drive to
keep adding convenience and value for customers, and the importance of data in enabling all this.
Sally Copland has over 15 years’ experience in marketing and online strategy. Sally holds a Masters degree in
Business Administration and Management from Sydney’s Macquarie Graduate School of Business, and she
earlier graduated from Otago University with degrees in Law and Commerce.
Looking at Countdown as a whole, The core of what we do is provide all the groceries are in the house by Sunday night.
how important has online become today? options in a very convenient fashion. The more Countdown can plug into this
It’s extremely important, largely because People will use digital to look for shopping wish and provide a truly convenient
this company understands that customers inspiration and to really plan out what they service, the better for everyone. So yes,
are increasingly connected in a digital are going to buy. At the end of the day, there is some shift around when people
sense and they want freedom around how what customers care about most is, “how are choosing to shop with us. But I’d say
they’re going to get their groceries. Our do I get the things I need and want into they approach the tasks of choosing what
20-year history with online service means my basket, be that digital or physical, and to buy and loading their basket in much
we really do understand the value this can get through the checkout quickly”. Our the same way online as off-line.
represent to customers. I’m an example challenge as a retailer is to make shopping
a seamless experience whether you are Of course one of the big advantages of
myself … a full-time working mum who
online or in-store. online is that you can be at home with
finds the idea of adding a grocery shop to
your pantry right beside you so you can
her long “to-do” list very unappealing
Is there a different pattern of shopping see exactly what you are missing. You’re
when I have the option of, instead, sitting
behaviour when the customer is using the less likely to end up with eight containers
down late at night and quickly ordering
online option? of something you don’t need and then
whatever we need online. Being able to do
forget something you really did. People are
this and have the shopping ready for pick The average online shopper tends to buy
quite savvy with how they use our
up at the local store or delivered to home more each time because they’re shopping
platform from home. Because we have a
really is valuable. Our service is all about less frequently and they really do value the
record of what you usually buy, you might
giving customers the freedom to choose convenience of this option. Our business is
set up a list of items with us … perhaps call
how and when they get their groceries. growing overall but there is definitely a
it “my weekly shop” which you can easily
shift occurring from physical to online …
Online is a growing portion of the total click as the basis for each shop. There
and one of the drivers for this must be our
Countdown business and it’s a significant might be another list called “my
ongoing effort to make the online option
contributor to our growth. Every single favourites”. It is all about you based on
even more convenient. We have hourly
week we see Kiwis try online shopping for products you’ve bought before,
pick up slots at all Countdown stores so
the first time … and we have a large personalisation of our platform is really
customers have more choice about when
number of regular shoppers using our important to our customers.
they get their groceries. The “when” is
service. They might use it weekly, about them, not us. We’re now seeing a lot
fortnightly or whenever suits them. We’re Countdown isn’t targeting one type of
of groceries picked up or delivered on
OK with all that … sometimes customers customer. Is everyone a potential online
Sunday. That makes sense because that’s
will find it more convenient to go into a shopper then?
when people are often planning the week
physical store. ahead … they want to make sure that their Everyone, yes! Food and drink have been
8 JUNE 2018
FEATURE INTERVIEW
“Our challenge as a
retailer is to make
shopping a seamless
experience whether
you are online
or in-store.”
–– Sally Copland
one of the last categories that people will when people are at their busiest – we had weekly or even more often. For them, it’s a
shop for online and that makes sense thousands of customers trying our online convenient way to get just about
because that’s the category they are most service for the first time and in a sense, everything.
used to going into a physical store to buy. they were trusting us to get their
They can see the actual products and Christmas right for them. That was pretty Countdown rolled out is Pick up app
perhaps feel them. For people to change amazing when you think about it. for online shoppers who use your “click
that habit and shop for food through a and collect” option in late 2017. How’s
digital platform is a big deal. It’s about Is there a seasonality about online that going?
what you feed your family every night! The shopping? Very well. This is about taking readily
onus is, therefore, on Countdown to get No it’s not seasonal. We have a standing available geotech location technology and
everything right so that whether people joke in this industry that a store with making it accessible for anyone to
are in our stores or on our platform, they underground car parking does particularly leverage. There are two components. First,
are having the best possible experience well when it is raining but when it’s sunny, helping us improve customer experience
and seeing the best offering in terms of nobody wants to go to any supermarket. when you come to pick up your groceries.
freshness and so on. Both modes of With an online store, the weather doesn’t The earlier we get advance notice that you
shopping have got to deliver to the same matter at all. There are many different are coming into the store, the sooner we
high expectation. The fact that more and ways that people use the service. Some can have your groceries ready for you.
more Kiwis are giving online a go for the rely on a fortnightly pantry-fill shop and That’s been important in helping
first time each week is confirmation that then they top up with fresh from a physical customers get in and out as quickly as they
we are doing the right things in our store. Other customers use the platform can. We want technology that will simplify
business. In Christmas week last year –
Continue on page 10
ISSUE 45 9
FEATURE INTERVIEW
and speed-up processes, and actually the
team loves this one too. The app sends the
customer a text message to say their
groceries are ready the moment your order
is picked and packed. Ideally, you will
confirm back on your intended pick-up
time. Or under another scenario, you might
be driving close to the store – say within a
5km radius – and you break a geo-fence
set up for you by Countdown … as you
approach, we text to ask if you are coming
into store to collect your groceries. If it is
safe and convenient, you can let us know
by return text.
delivery, people actively deciding they On the technology front … the future is
don’t want to come near a store, at certain definitely not yet formed so we we get
How long does it take you to pack
times at least. There are many customers the pleasure of asking ourselves, “what is
an order?
for whom going to a supermarket simply the next experience we want to create for
The team is pretty efficient. We have isn’t an option anyway – people who are customers that they might not yet be
nearly 2,000 personal shoppers across recovering from injury or illness, mothers expecting?” How can we steer into that
New Zealand who do this every single day. with babies and so on. However we also space? Voice, for example, is an emerging
Their motto is to pack your groceries as if know that delivery is really important for technology globally. So how could vocal
they are doing it for themselves. They take these people. recognition inform and improve the
a huge amount of care with fragile items shopping experience? Really, we’re an
like eggs and cool or frozen products like Is Delivery also the greener option? organisation with a very active role in
ice-cream. And they are quick! In some forming the new shopping experience for
Countdown does map its deliveries with
instances the customer can be ordering customers here in New Zealand. You
mindfulness about how many food miles
their groceries at 7.30am and picking them can look at what’s happening globally, you
are involved. It’s something the team
up at 10am. So we have pretty tight can ask your customers questions and
reports on and then analyses. However
turnaround and we keep looking for ways you can do a lot of other things in
we also know we need to become more
to do it even better. between. There are rich insights to be
and more sustainably minded across all
our service propositions. Absolutely a gathered from every source but you still
The team have some pretty efficient
live issue! have to be creative and to really think
technology to help them in store including
about what will work for people.
a hand-held device that has each order
loaded up. The shopper uses this to pick What’s next with online shopping at
Countdown? So is my fridge is going to start
and pack as they move around the store.
shopping for me?
Right now we are modelling ways for First, we’ve got to make sure we are really
doing this in a plastic bag-less world. good at what we do now. It means getting Potentially yes. If we’re using voice
Countdown recognises that going even better at ensuring the customer is at technology for ordering what you want,
single-use-plastic-bag-free is the right the heart of everything we do. How do we perhaps your fridge will order products
thing to do for the environment and for use current and emerging digital online when it recognises you are running
our customers, a lot of whom are very technologies to ensure we’re giving the low. Will we see a world with subscription-
keen on more sustainable options. In fact, best possible experience to him or her? based services … items being delivered to
most of our online customers are We are focused on understanding the your door on a regular basis because
passionate about how they get their customer journey and knowing where all they’re automatically ordered? The fact is
groceries packed and we’ve made that a the pain points are. That starts with people that not only are customer expectations
huge priority. planning their shop, through to how they changing all the time, but so is technology
find the right products for them and, and this can be very disruptive. Retailing
Do Pick up and Delivery compete in eventually, to how quickly can they get will see more change, I think, in the next
your business model? those products into their home or five years than perhaps it’s been through
wherever. We need to be making that as over the past 50 years. That’s how
No they are two service propositions that
easy as possible. important new and emerging technologies
give our customers the choice they really
and changing market dynamics are in the
value. We still see good growth in home
Pain points? The best way to find these is lives of us all!
delivery which of course has been part of
to ask customers. I’ve just been in a
online shopping since the beginning (in
presentation on improving the Countdown What more can supermarkets do to
1996), at the same time as seeing amazing
platform using customer-led design prepare and deliver food to the customer
growth in Pick up. Customers tend to have
throughout the whole process. The team in the format they want? Might you move
a preference for one or the other. Some,
have come up with a hypothesis, they’ve into packaged meal ingredients, for
like me, use both. For Pick up it is often
tested it and iterated on the original design example, like another prominent NZ
people thinking, “I can quickly pick up
to make sure it really will work for the business?
something on the way home because I’m
customer. As a retailer we have to realise that other
going near the supermarket”. For home
10 JUNE 2018FEATURE INTERVIEW
new and distinct service propositions are information and health star ratings.
competing for the Kiwi dinner table. First That’s vital for those who have allergies,
and foremost, we need to be really good at gluten intolerance and so on—and
what we do now. We are still seeing such actually for people everywhere who just
huge growth in people using online want more knowledge about what their
shopping for the first time ... it’s our role to families are eating. Our customers are
deliver them the experience they’re asking for more and more information.
expecting from Countdown as they know it We made a decision two years ago to
today. But when we look further out and work with GS1 on putting more of it in
ask questions like, “how else do we front of them … and we’re seeing just
support a busy working mum get dinner how engaged customers are with more
on the table faster and in a really nutritious and more social media postings about
format?” … then yes, we have to navigate food and what they’ve found out about
all the possibilities. that food.
Now the obvious question: Will online How important is data to
eventually replace bricks and mortar Countdown’s fulfilment given that
altogether? customers are buying online without
No! There is an experience and role that having seen actual products?
supermarkets have in communities that Data is absolutely critical in this regard
makes them really critical. I think about the too … it’s not just about what’s in the
offering and format of our Ponsonby product but what product the customer
supermarket … it’s a food store with a is expecting to buy and is that the same
particular experience. Personally as a as what they actually receive. “Is the
foodie, I love being in your fresh produce product I receive the same as what I
department and thinking to myself, “what selected online?” Ensuring that they line
am I going to cook, what will go with what, up becomes a lot harder in the online
how do I feel more connected with the world. For one thing, product images are
foods that my family is eating?” Absolutely all the same size on the screen but not in
we have a role in physical stores to create the physical world! How do we help the
outstanding experiences for our customer understand pack size and
customers. The technology in that product range differences? We need, for
environment keeps changing, for example example, to make sure we are really
to speed up the check-out process. Again, clear with the customer about the
our challenge as retailers is to make that construct of packaging and about the
world all about you, the customer! Digital product images they are seeing.
technology will also continue to play a
really big role in our stores. We track the incidence of products
where the right images are missing and
It is fair to say that data becomes even the team are hellbent on keeping that
more important as we go into the future, number really low. If the right image isn’t
both online and off-line? available, there is very little value having
that product ranged online. All the
Data has lots of different forms and uses.
images there are also available to our
We need really good information on our
shoppers for their in-store picking and
customers so we can deeply understand
packing activities. We use a technology
them – and of course, really good data on
called “picture pick” and the hand-held
products. This is why Countdown works
gun that the team is using has product
with GS1 and why we connect closely with
images displayed on it … our people can
our supplier community. We need rich data
match that image with what’s in front of
to meet our customers’ needs – they want
them on the supermarket shelf. This
to make informed choices on which
makes the task faster and far more
products they buy, use and eat.
accurate. If you think about the canned
The more we can put the right information tomato category as an example, there
in front of them in an easily digestible are many different variations of product.
format, the better for everyone. In fact, If both the customer and shopper are
we’ve had customers say, “the nutritional seeing the same thing, it’s a great way
information you are making available to to ensure the item going into the basket
me on the website is so useful, it’s easier is canned tomato with basil not chilli
than turning a pack around in store”. We and so on.
have about 10,000 products now in our
digital store that have nutritional
Continue on page 13
ISSUE 45 11FEATURE INTERVIEW
READY TO
IMPROVE
BUSINESS
EFFICIENCY?
TIMBER & HARDWARE PACIFIC COMMERCE
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P Manual processes are time consuming and require additional resources.
P Data accuracy is compromised through lack of automation.
P Loss of business due to outdated processes and technology.
P Inefficient inventory management.
P Overheads limiting growth.
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“ Some customers use
our service because
it helps them budget
and they spend less
overall on their
food.
The more accurate and the more
automated the information and images
coming into our system from our suppliers,
the better the experience for customers …
and actually for us, as the retailer, and for
the supplier themselves. Our processes can
be simpler and more efficient.
How satisfied are your customers? And people don’t mind the extra Given that data is so important, what
We have many different ways of gathering element of cost when they shop online? role does GS1 have in your business?
feedback from customers, through emails No. In fact some customers use our service We see GS1 as a partner. Countdown’s
and calls handled by our service people, because it helps them budget and they digital team have a great working
through social media postings and through spend less overall on their food. For relationship with GS1 and so does the
regular surveys. For commercial reasons, example, they are less taken by the merchandise team … and that’s because
we don’t talk publicly about our numbers impulse to buy when they see something we recognise the value of having an
but I can tell you that a customer who new and interesting. On the other hand, it accurate set of product data we can
engages with our online shopping service is clear that people will use the digital surface to our customers in more or less
is generally very positive about platform to try out products they haven’t real time. That data can flow through our
Countdown. I think that comes back to the had before. We see the full range of system almost invisibly. With GS1
fact that we are actually making their lives shopping behaviours online. standards, the product information comes
easier in very practical ways. through in an accurate format that is user
friendly for us on our website. We
encourage all our suppliers to put their
information through GS1’s National
Product Catalogue and from there, we
have more opportunity to provide what
customers are asking for. We have put real
effort into educating suppliers about our
relationship with GS1 and, of course, it is
in their interest as well to have their
products presented to customers in the
best possible ways. I think there’s plenty
of good awareness by now.
ISSUE 45 13GS1 MEMBER
No to “plastic insanity”
Even remote Pacific Island beaches are fouled with plastic waste.
The appalling sight inspired Shay Lawrence to start her own
sustainable products business (and become a GS1 member).
(forgive the pun) was on an otherwise suppliers could uphold the
The beaches were encountered while Shay pristine Pacific beach visited while working standard I was looking for, I
was working on superyachts in the Pacific. on a superyacht as a deckhand. “I was decided it was better to make
The business produces everyday items not thinking, ‘I could be one of the few people products more people would
made of plastic and designed to get New who have ever stood on this piece of sand … use and be inspired by.”
Zealanders thinking more about and holy-s**t there is plastic rubbish even
sustainable consumption. And the GS1 lying here. This is absolutely insane’.” Caliwoods was launched in
membership adds ease and efficiency to early 2017 and Shay plans its
the sale of Shay’s stainless-steel straws The Caliwoods straws – substitutes for further developing as a social
and goats-hair brushes. plastic throw-away items – are re-usable enterprise beyond today’s
food-grade stainless steel sourced from a sustainable consumption
The straws and brushes are the first Chinese manufacturer. “Straws are message and monthly giving to two
CaliWoods products – CaliWoods being the associated with fun and drinking smoothies, environmental causes.
distinctive brand name for Shay’s West cocktails etc … it’s a great way to engage
Auckland-based business, aspiring towards people and encourage them to think about She sells through the Caliwoods website
social enterprise status. “Cali refers to using less plastic and generating less waste,” (and through around 150 eco-minded
California which was my final base before Shay says. retailers around the country. Stock is
returning home to New Zealand, and distributed from Shay’s Kumeu warehouse
‘woods’ is just a reminder to work at being Her brushes replace traditional nylon with near her west coast beach home. “GS1
more sustainable,” she says. goats hair, produced in Taiwan. Shay guidance on how to allocate and store
agonised about using Asian, not local, numbers to the products, and ensure my
During six years of global travel, the manufacturers to source her products. “I had barcodes are right, has made the whole
environmental sciences graduate couldn’t to decide whether they would be cheaper operation much more efficient.”
help but notice plastic junk strewn in streets, and accessible to more people, or exclusive Buy from www.caliwoods.co.nz
fields, forests and oceans. The final straw eco products only a few can afford. If the CaliWoods Limited NZBN 9429045956805
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14 JUNE 2018GS1 HEALTHCARE
Learnings from England on GS1
standards in healthcare systems
England continues to make solid progress on the application of GS1 data standards to public healthcare.
Six NHS Acute Trusts1 are piloting the use of GS1 numbering and barcodes in all their clinical activities – and
benefits are being measured in terms of improved patient care, increased operational efficiency and reduced cost.
The initiative is called SCAN4SAFETY and one of its lead implementers will be in New Zealand during June
to brief public healthcare managers here. Keith Jones is a Consultant Maxillofacial Surgeon and Director of
Clinical Surgery at Royal Derby NHS. The latter is the umbrella entity for the Derby Teaching Hospitals NHS
Trust – one of the six “demonstrator centres of excellence” for SCAN4SAFETY.
In New Zealand, Mr Jones will explain the said analysis of the data has already led to To see Keith Jones present on “GS1
extensive application of GS1 standards in many changes and refinements in how standards improving clinical effectiveness
these centres and the results achieved to surgical procedures are resourced and and patient safety” go to www.youtube.
date. In 2016, the UK Department of managed, and how all the items required com and search “GS1 standards UK,
Health set out these objectives for are stored, sterilized and used. Keith Jones.” See also www.scan4safety.
SCAN4SAFETY: Enhance patient safety nhs.uk for details on this programme.
outcomes; increase overall performance Since SCAN4SAFETY was launched two
efficiency; and reduce cost. years ago, results have pointed to annual The push to have unique identification and
cost savings of £700,000 across the six automatic data capture in clinical settings
The initiative has seen the introduction of demonstrator centres – savings from follows publication of the so-called Carter
systems in which every medical reduced purchase of inventories, reduced Reports in 2015 (interim) and 20162.
intervention, individual (trust staff and wastage in hospital operations, and from
patient), procedure, item used and pay efficiencies among non-clinical staff. These reports highlighted the value of GS1
medicine administered is uniquely Based on these initial findings, it has been standards to the NHS as part of a
identified and subject to automatic data estimated that the typical NHS Acute Trust comprehensive investment in digital
capture at the point of patient care. These could secure these benefits: platforms, improved staff organisation and
systems are supported by the digital a better approach to purchasing which
catalogue management of hospital • significant release of nursing time from could, Lord Carter estimated, result in
inventories, using GS1 standards, which administration, this time then available savings of up to £5 billion per year across
for use in patient care; the NHS. The interim report (2015) was
has been introduced throughout the NHS
in England since 2010. • reduction of hospital inventories with very explicit in stating that the introduction
savings of £1.5 million annually; and of GS1 standards could enable every NHS
As Mr Jones explained in a recent • ongoing operational cost efficiencies hospital in England to save an average up
presentation, “it’s about getting all the of £2.4 million (amounting to a saving to £3 million each year, while improving
data we need to really understand what across the NHS in England of £365 patient care.
we are doing (in the clinical setting)”. He million annually).
1NHS is the National Health Service. Within the NHS system, Acute Trusts manage many public hospitals. These trusts are required to ensure that hospitals provide
high-quality healthcare and to check that they spend public money efficiently. They also decide how a hospital will develop so services improve. Acute Trusts employ a
large part of the NHS workforce, including nurses, doctors, pharmacists, midwives, and health visitors.
2 “Review of operational productivity in NHS providers” was an independent inquiry report by Lord Carter of Coles, conducted for the UK Department of Health. The final
version of the report came out in February 2016. For further information, see https://www.gov.uk/government/publications/productivity-in-nhs-hospitals
Micheal Warren David Harris
Micheal Warren is GS1’s new Senior Advisor for David Harris has joined GS1 as a
Government based in Wellington. Micheal’s Wellington-based Marketing Assistant
focus is helping GS1 to connect with with a focus on digital content
government. Previously Micheal worked as a management, events and communications.
Political Advisor at the United States Embassy in After studying a Bachelor of Arts at
Wellington and as a Policy Advisor at the Ministry Victoria University of Wellington, majoring in
of Business Innovation and Employment. Micheal also English, French and Politics, David completed
spent almost five years working in Parliament as a private secretary a Graduate Diploma in Marketing during 2017 and he joined GS1
and advisor. Micheal has recently completed a PhD in Political thereafter. Outside of work, David is passionate about music, and
Science, this including a thesis on how New Zealand’s participation spends his spare time as a multi-instrumentalist and composer. He
in the Olympic movement has contributed to national identity. also loves to work on cars and to follow motorsport.
Micheal takes a keen interest in sport and enjoys a game of squash.
ISSUE 45 15New members/rights to use holders November 2017 – April 2018, Welcome!
New Members Clique Fitness Limited GBH Investments Limited Liquid Crafters Limited Ngati Apiaries Limited Screaming Turtle 2018 Limited
Logos Business Solutions Ngati Porou Miere GP Limited Tirau Limited
Coastlines Limited Glowbal NZ Limited
Limited Limited Shakespeare New Zealand Toa Connect Limited
0086 Trading International Colab Brewing Limited Goodview Wholesale
Love Our Land Limited Nifpro Limited Limited
Limited Connexwire Limited Limited Treasure International
M Gardyne Limited No Ugly Limited Sheehan International Limited
3 Bee Limited Coolstore Logistics Limited GPC Asia Pacific Limited
Limited
3Sixty2 Limited Ground Up Brewing Limited Madeinnewzealand.org No. 8 Essentials Limited TSJ & Friends Limited
Creme Factory Limited Signature Marketing New
H & H Limited Limited Nu-D Limited United Spice Company
A A Corban Assocs Limited Crimson Badger Brewing Zealand Limited
Mama’s Brew Shop Limited NZ Marlborough Dairy Limited
Active Plastics Limited Limited Hatch Limited Silk Living Limited
Manuka Secrets New Limited Urban Paving (2005)
Airbow Systems Limited CS Group NZ Limited Hawthorne 2010 Limited Sinka Beer Brewing Limited
Zealand Limited NZ Nutricycle Limited Limited
Alsynite One NZ Limited Demeter Researches Highbury Group Limited Soapnut Republic (New
Marlborough Organics No. NZ Wine Services Limited Veerji Da Limited
Limited Hokitika Refrigeration & Air Zealand) Limited
Anagenix Limited 2 Limited Vista Drinks Limited
DGS Group Holding Limited Conditioning Limited Oakdale Organics Limited Solgar New Zealand
Angry Bear Limited Marshire Investments (NZ) Vogue Effects Limited
Disruptive Space Limited Hoopers Vapour Limited Limited Outdoor Sports New Limited
Aroma (N.Z.) Limited Zealand Limited Waiau River Estate Limited
Donaghys Crop Packaging Hororata Foods Limited Mataura Valley Milk Limited Soul NZ Limited
Balaji Foods NZ Limited NZ Limited Pacific Peso Investments Waireka Beverages Limited
Hussey Imports Limited Maxblack NZ Limited South Island Culture
Bao Ho Trading Limited Limited Limited Waitaki Orchards Limited
Double Tap Limited IndulgeNZ Limited Mcdonald Textiles 2017 Paint Smart Group Limited
Basically Bush Limited Dowdeswell’S Delphiniums South Pacific Wholesalers Washbar Limited
Infinity Waste Solutions Limited
Beauty Care Limited (2016) Limited Papamoa Community Limited
Limited Memories Limited Wayne Allen Limited
Project Limited South Pine (Nelson)
Beauty NZ Manufacturing Duck Hunter Wines Limited Inova Building Brands Welling Health Limited
Metal Heart Limited Potentway Biotechnology Limited
Limited E & B Flavor Oceania NZ Limited
Momo Said Limited Limited St George Curry Corner West Brook Vine & Wine
Biform Limited Limited Jakaar Industries Limited Limited
Mountain Ridge Limited Prandium Limited Limited
Black Bear Limited E Cycles NZ Limited JFC New Zealand Limited West Pole Limited
Nanny Goat Limited Quality Health Limited Steel Connections Limited
Blackfern NZ Limited Earthz Bath And Body Kainui Brew Co Limited Whenua Honey Limited
Limited Natural Family Health Clinic Quantec Limited Texas Bbq Foods Limited
Born And Raised Limited Kakariki Beer Co. Limited Zealand Farms Limited
East Imperial Pte Limited Limited Qwit. Limited The Craft Meat Company
Boxkraft Limited Kapowai Brewing Co. Limited Zexx NZ Limited
Eastpac Corp Limited Naturally Pet Limited Raizada Foods Limited
BraiNZ Intelligent Imports Limited The Food Company NZ Boxkraft Limited
Eternity International Neat Meat Global Limited RC Butters Limited
Limited Kauri Springs Limited Limited
Limited New Zealand Deer Re-Write Products (NZ)
Brew Mountain Limited Keco Food Limited The Founders Wholefoods
Export Pro Limited Cosmetics Limited Limited Rights to
Caliwoods Limited Limited
Ezaira Boutique Limited
Kii Tahi Limited New Zealand Eternity Real Nappies Limited Use Holders
Canterbury Kombucha Limited The Landing Wines
Kiwi Donuts Limited Company
Limited Fantail Cricket Limited Redfish Limited
Kiwi Lifestyle Foods New Zealand Fantasy Angel Cleanline Distributors
Caroline Lorinet Limited Fatcone Limited Biotechnology Limited Roxdale Foods Limited The Lifestyle Merchant Limited
Limited Limited
Carterton District Council Francis Rogerson KiwigrowNZ Limited New Zealand Hollander Ruminate Limited Integra Industries Limited
Biotechnology Co Limited The Smiling Nut Limited
Cathy International Limited Future Foody NZ Limited Larada Limited Safari BBQ Products
New Zealand Honey Co. Limited The Well Group Limited
Chitogel Limited Gallagher & Co Consultants Ledsunlimited NZ Limited
Limited Limited Scotch & Tailor Limited Tinker Tailor Brewing
Questions? Please contact the GS1 New Zealand Team
Marcus Coomer Craig Russell Annique Davis Bev Gough
Senior Business and Territory Manager, Marketing Advisor Membership Services Administrator
Operations Support South Island & Sector Manager (aka ‘Director of First Impressions’)
T 04 494 1057
Food & Grocery
T 04 901 1096 M 027 300 9200 T 04 494 1050
M 027 201 1954 T 03 310 8082 E annique.davis@gs1nz.org E bev.gough@gs1nz.org
E marcus.coomer@gs1nz.org M 021 711 070
Annique is based in the Bev is the ‘meet and greet’ point
E craig.russell@gs1nz.org
Marcus is based in Wellington Wellington office managing the of contact for members either
and looks after our ProductFlow Craig is based in Christchurch marketing needs of GS1 NZ - calling, emailing or visiting our
Team - Verification, Photography with responsibility for GS1 events, branding, website, SCAN Wellington office.
and On-Pack Data Collection. relations with members magazine, training,
throughout the South Island. communications and campaign
management.
16 JUNE 2018You can also read
