125% v A View Zoom Add Page Insert Table Graph Text Shape Media Comment Collaborate Format Document 1 - Introduction Work program overview . Provide an overview of the program (including what the program will deliver and organisation objectives) KE - key program and organisational objectives XXX 2 - Stakeholder Analysis and Engagement Complete the stakeholder table below and include at least 5 stakeholders - you must include at least 2 internal stakeholders and 2 external stakeholders to make up the 5. List the key stakeholder contact(s) Determine for each stakeholder their level of interest in the work program and ability to impact on its outcomes (positively and/or negatively) Use a scale of low, medium, high to assist with this process. Describe what you want from the stakeholder and what the stakeholder wants from you in relation to this work program. What level of engagement - what is the stakeholders Current rating and what is their Desired rating: Unaware, Resistant, Neutral, Supportive, Leading List who within your program team is the person to manage the relationship with the stakeholder Nothing selected. 1.1 Identify and document program stakeholders and their communication needs as they apply to the given program of work Select an object or text to format. 2.1 Investigate, document, and consider the interests and expectations of pertinent stakeholders when making program decisions KE - features of engagement models, benefits and applications KE - forms and methods of stakeholder engagement KE - features of various types and roles of program stakeholders Stakeholder Level of Ability to What we want from What stakeholder wants Current and Relationship interest impact stakeholder from us desired Level of owner (s) (low>medium> (low>medium> Engagement high) high) 2 Eg. Chief Finance Officer High High Contribution in making Regular reporting and Current - Adam Sinclair decision impacting on updates so he can Unaware (program team budget and any incorporate information Desired - finance manager) organisational finance into corporate financial SupportivePreview File Edit View Go Tools Window Help Q 2 0 Thu 10 Mar 1:03 pm Coles Operating and Financial Review 2021.pdf Q Q Q Search View Page 1 of 15 Inspector Zoom Share Highlight Rotate Markup Search Coles Operating and Financial Review 2021.pdf Operating and Financial Review Inspire Customers Business model and strategy The Operating and Financial Review relates to Coles Group Limited Liquor: liquor retailer with 929 stores nationally under the brands The focus areas of the first pillar of our strategy, 'Inspire Customers health and beauty. This has brought, and will continue to bring, more (the Company") and its controlled entities (together, 'Coles', 'Coles Liquorland, First Choice Liquor Market and Vintage Cellars, through best value food and drink solutions to make lives easier', are innovation and more tailoring to customers both in store and online. Group', or "the Group"). including online liquor delivery services; and outlined below: We continue to make progress on our trusted and targeted value Coles is an omnichannel retailer selling products including fresh Express: convenience store operator and commission agent for strategy, consistently investing in our offer, including placing a net food, groceries and liquor through its supermarkets, liquor stores retail fuel sales across 717 sites nationally. . Customer obsessed 474 new products on everyday low prices during the year. and eCommerce platforms. Coles also sells convenience products Other business operations that are not separately reportable, such Tailored offer with trusted and targeted value Coles Own Brand is a key strategic differentiator for Coles delivering and, under its alliance with Viva Energy (Viva), is a commission agent as Property, as well as costs associated with enterprise functions, Own Brand powerhouse innovative products at great prices. From FY21, Coles is reporting its for retail fuel sales through the Coles Express network. We employ such as Insurance and Treasury, are included in Other. more than 120,000 team members, engage with more than 7,000 Destination for convenience and health Coles Own Brand and Exclusive Proprietary Brand sales under the In June 2019, Coles refreshed its strategy with a vision to become the new banner 'Exclusive to Coles'. Exclusive to Coles products Operating and Financial Review suppliers, have more than 450,000 direct shareholders and we Leading anytime, anywhere, anyhow shopping most trusted retailer in A ralia and grow long-term shareholder generated $10.9 billion in sales and, in FY21, Coles Own Brand won 46 welcome more than six million customers through our extensive value. Achieving this requires us to deliver on our purpose, which is to Accelerate growth through new markets awards, demonstrating the breadth of our brand capability and store network and eCommerce platforms every week. sustainably feed all Australians to help them lead healthier, happier quality of our products. Coles is one of the most trusted consumer brands in Australia with lives. Our values of customer obsession, passion and pace, Update on Inspire Customers pillar: ur convenience offer in stores, assisted by the acquisition of the businesses including Coles, Coles Local, Coles Express, Liquorland, responsibility and health and happiness, guide the day-to-day Jewel Fine Foods assets in May 2020, has an extended range with First Choice Liquor Market, Vintage Cellars and Coles Financial decisions and actions of our team members. We have made progress against our strategic pillar of Inspire convenience destinations in more than 300 stores. Promoting Services. Coles is also a 50% shareholder of flybuys, one of Australia's Customers by improving customer advocacy and delivering healthy eating has continued through our many partnerships most popular loyalty programs with more than six million active We have set ourselves the ambition to differentiate in five key areas: innovative and differentiated products to our customers ncluding the Heart Foundation and Stephanie Alexander's Kitchen Directors' Report households. 1. Win in online food and drinks with an optimised store and With a customer-obsessed lens, we continued to make progress in Garden Foundation. Coles' core competencies include merchandising, product supply chain network building trust and loyalty with Australians. Underpinning this progress Coles continued to invest in our anytime, anywhere, anyhow development and supplier relationships, marketing, customer 2. Be a great value Own Brand powerhouse and destination for was the launch of our new brand positioning "Value the Australian Way" (eCommerce) offer with enhancements made to the user experience service and maintaining and operating a national store and online which reinforces Coles' heritage and role in the Australian community. health such as a single-click check out and improved navigation. network. Coles also operates an integrated supply chain, including 3. Achieve long-term structural cost advantage through At Coles, we measure customer advocacy through the Net Promoter Investments have been made in capacity including the roll out of logistics, and a national distribution centre network. automation and technology partnerships Score (NPS). We are pleased that our Supermarkets NPS increased by more than 500 contactless Click & Collect (to the boot of car) 2.3 points and Liquor NPS increased by 4.9 points in FY21. Coles also locations. Two eCommerce offers were added during the year - our The Group's reportable segments are: 4. Create Australia's most sustainable supermarket significantly increased its trust perception with the Roy Morgan membership subscription offer Coles Plus, and Click & Collect Rapid, Remuneration Report 5. Deliver through team engagement and pace of execution survey recognising Coles as one of the most trusted consumer our 90-minute order to pick up service. Both have resonated well Supermarkets: fresh food, groceries and general merchandise brands in Australia. with customers and we have seen improvements in the Perfect retailer with a national network of 834 supermarkets, including We have made progress against our three strategic pillars of Inspire Order Rate and Online NPS almost doubled compared to the prior Coles Online and Coles Financial Services; Customers, Smarter Selling and Win Together while supporting our In FY21, Coles implemented new technology, improved forecasting year. In addition, investments have been made to support strong team members, customers, suppliers, and community partners. and leveraged advanced analytics to enable a tailored offer to meet LiquoreCommerce growth with the opening of three online fulfilment the differing needs of our customers. To date we have tailored 30% of centres to increase capacity, streamline order fulfilment and improve our store layouts which was complemented by more than 650 range speed of delivery for customers. Financial Report Our brands changes during the year in categories such as impulse, homecare and colesgroup Supermarkets Liquor Convenience Fined rbaice MAR 10 NMAOGA Me