Talk Retail to Me

The RACI Revolution: How Process Became a Retailer’s Bridge to Trust

In this episode of Talk Retail to Me, we dive into a transformation at one of America's largest family-owned luxury retailers. What started as a straightforward client project to clarify roles became a journey of rebuilding trust, transforming leadership behaviors, and healing a deeply fractured organization. Join Parker Avery CEO Robert Kaufman, Principal Kathi Toll, and host Tricia Gustin as the team unpacks how authentic leadership, structured processes, and a willingness to admit mistakes turn an organizational crisis into a story of redemption.

Key Takeaways

• What started as a simple process improvement project revealed deep organizational trust issues stemming from a poorly executed reorganization
• Leadership's informal decision-making and inconsistent communication created widespread confusion and frustration
• Rebuilding trust required authentic leadership acknowledgment of mistakes and sustained behavioral changes
• A successful RACI (responsibility assignment matrix) implementation helped provide clarity and structure
• Organizational change requires consistent, repeated communication and a clear explanation of the "why" behind changes

Client Background and Challenge

A family-owned luxury retailer initially engaged The Parker Avery Group to help with what seemed to be a straightforward process improvement project in their product development area. However, within hours of arriving, the consultants discovered much deeper organizational issues:

• A recent reorganization had been implemented poorly, with employees being moved to new roles without proper training or explanation
• Leadership made informal decisions without proper communication or documentation
• Different leaders were giving conflicting directions to their teams
• Employee surveys revealed significant dissatisfaction and loss of trust
• HR had been sidelined during the reorganization process

Project Evolution

• The scope expanded from process improvement to addressing fundamental trust and organizational issues
• The consulting team worked closely with HR and, eventually, the CEO to address leadership behaviors
• One senior leader's transformation after attending a leadership academy helped shift team dynamics

Outcomes

• While trust wasn't fully rebuilt in three months, significant progress was made, and the client achieved a stronger overall team environment
• Teams became highly engaged in implementing the RACI matrix
• New structures provided clarity around roles and advancement opportunities
• The project left the organization with tools for sustained improvement, though ongoing leadership commitment would be crucial

The project highlighted the importance of clear communication, proper organizational change management, and authentic leadership during organizational changes.

 

Learn more about Parker Avery's consulting services: https://parkeravery.com/retail-consulting/

Read the case study: https://parkeravery.com/industry-experience/better-merchandising-processes-and-new-roles-drive-fine-jewelers-future/

Meet Robert Kaufman: https://parkeravery.com/robert-kaufman/

Meet Kathi Toll: https://parkeravery.com/kathi-toll/

Meet Tricia Gustin: https://parkeravery.com/tricia-gustin/

Listen to more Talk Retail To Me podcast episodes: https://parkeravery.com/retail-podcast/

Harmonizing and Modernizing Retail Merchandising: Insights from a Major Jewelry Retailer Project

In this episode of Parker Avery's "Talk Retail to Me" podcast, Clay Parnell (president and managing partner) and Marty Anderson (principal) discuss a recently completed project for a $7 billion jewelry retailer. The two retail experts share valuable insights from the project which entailed developing a comprehensive, actionable roadmap to address business and technology challenges resulting from significant growth and acquisitions.

Read the case study: https://parkeravery.com/industry-experience/global-jewelers-new-retail-process-and-technology-roadmap-energize-growth/

Learn about Parker Avery's consulting services: https://parkeravery.com/retail-consulting/

Start solving your most important merchandising challenges:  https://parkeravery.com/contact-us/ 

Behind the Scenes of a Remarkable Store Operations Improvement Project

In this episode of the 'Talk Retail to Me' podcast by The Parker Avery Group, Tricia Gustin, senior director Carrie Habel, and senior manager Dustin Wright discuss a recent store operations improvement project. They detail their innovative approach, including a capsized train-the-trainer strategy and deep store collaboration, to identify inefficiencies such as laborious administrative tasks and ineffective training practices. The project resulted in significant labor savings, improved processes, and enhanced backroom organization, illustrating the value of cross-functional collaboration and retailer engagement.

Start solving your most important store operations challenges:  https://parkeravery.com/contact-us/ 

Learn about our retail consulting services: https://parkeravery.com/retail-consulting/ 

Read the episode summary: https://parkeravery.com/behind-the-scenes-of-a-remarkable-store-operations-improvement-project/ 

Check out the case study: https://parkeravery.com/industry-experience/retailers-new-store-processes-and-training-boost-profit-and-efficiency/ 

Visit more Talk Retail to Me episodes: https://parkeravery.com/retail-podcast/

 

Expert Q&A | The New Role of Retail’s Chief Supply Chain Officer

In this episode of Talk Retail to Me, Parker Avery’s Chief Executive Officer, Robert Kaufman shares his insights about the changing role of the retail chief supply chain officer.

Answering questions from a recent interview with media outlet, Modern Retail, Robert discusses how changes in consumer shopping behaviors, combined with global macroeconomic events and disturbances have added great complexity, challenges, and risks to the retail supply chain. These issues continue to prevent a reliable and consistent flow of goods for even the largest and most sophisticated retailers and have dramatically altered the chief supply chain officer’s role and impact on the company’s success.

Robert outlines new characteristics the executive-level supply chain and operations roles must possess to be successful as he addresses questions such as:

• What is pushing apparel brands into hiring new supply chain leaders or COOs?
• How have retail inventory planning and supply chain planning changed in recent years?
• What type of qualities are apparel brands looking for in their new chief supply chain officers?
• What are some of the major challenges that supply chain officers will face in the coming months?

Meet CEO Robert Kaufman:
https://parkeravery.com/robert-kaufman/

Read the blog version:
https://parkeravery.com/podcast-expert-qa-new-role-of-retails-chief-supply-chain-officer/

Read the article in Modern Retail:
https://www.modernretail.co/operations/as-supply-chain-disruption-eases-apparel-brands-are-tapping-new-leaders-to-manage-operations/

Learn about Parker Avery’s supply chain consulting services:
https://parkeravery.com/retail-consumer-goods-consulting/supply-chain-services/

Listen to more Talk Retail to Me podcasts:
https://parkeravery.com/retail-podcast/

Meet The Parker Avery Group:
https://parkeravery.com/about-us/

Expert Q&A | In-Store Omnichannel Fulfillment

In this episode of Talk Retail to Me, Senior Director and omnichannel expert Rob Oglesby shares his insights into how big box retailers are handling the in-store fulfillment of omnichannel orders. Answering questions from a recent interview with media outlet Modern Retail, Rob outlines the implications, challenges, and risks, even as this capability becomes critical to many retailers’ success.

Rob answers the following questions about in-store omnichannel fulfillment:

• What is the basic idea behind using stores as fulfillment centers?
• What is pushing this strategy to become popular among big box stores?
• What are some of the major benefits of in-store omnichannel fulfillment?
• Why is this strategy particularly popular with big box stores like Walmart, Ulta, and others?
• Do employees have dual identities as store associates and fulfillment center workers?
• How can retailers benefit from this type of fulfillment method?
• What are some of the risks or challenges of this type of strategy?
• How do you see this trend impacting the retail industry?

 

Read Parker Avery's expert guide to omnichannel order management and fulfillment:
https://parkeravery.com/omnichannel-order-management-and-fulfillment/

Meet Rob Oglesby:
https://parkeravery.com/rob-oglesby/

Listen to more Talk Retail to Me podcasts:
https://parkeravery.com/retail-podcast/

Learn more about The Parker Avery Group:
https://parkeravery.com/about-us/

Transformation Happy Hour | Integrated Business Planning

Hosted by retail demand planning experts, Sam Iosevich, Marty Anderson, and Steve Gordon, Parker Avery's recent Talk Retail to Me Transformation Happy Hour covered integrated business planning as a key strategic focus area for leading retailers and consumer brands. The trio outlined key enablers around technology, business process, and organization that help companies unleash collaboration and efficiencies with integrated business planning to help realize meaningful business improvements.

During this interactive happy hour, Sam, Marty, and Steve introduced Parker Avery's retail and CPG planning maturity model and answered participants' most pressing questions regarding integrated business planning.

Show resources:

• Insights | The Expert Guide to Integrated Business Planning
• Download | Retail and CPG Planning Maturity Model
• Download | Integrated Business Planning Resources
• Parker Avery Blog | Transform Your Retail Enterprise with Advanced Analytics
• Parker Avery Blog | How to Overcome the AI Hype and Drive Retail Collaboration
• Case Study | Unified Demand Signal Drives Global Retailer’s Enterprise Agility
• Case Study | Integrated Merchandise Planning Design and Roadmap

To learn how Parker Avery helps clients achieve better planning capabilities, please visit our Enterprise Intelligence page or contact us to set up a time to discuss your specific needs. 

Business Process Transformation Deep Dive

This episode of Parker Avery's Talk Retail to Me podcast focuses on business process transformation. Featuring two of our retail leaders, Clay Parnell and Deanna Emsley, we take a deep dive into what it means to transform business processes. We cover what areas are focus points for our clients, how Parker Avery helps retailers and consumer brands prioritize and navigate these process transformations, and what success looks like. 

Moderated by Senior Director, Tricia Gustin, Clay and Deanna discussed the following questions

1. What does business process transformation mean?  What might it include?
2. Is every change in the way things are done a “business process transformation”?
3. What is the most common trigger for a process transformation within a business?
4. What processes or functional areas do we see the most opportunities for transformation today?
5. Should retailers think about business process transformation as a short or long-term effort?
6. Is business transformation usually tied to new system implementation or can it be a stand-alone activity?
7. What are the biggest challenges our clients face when transforming their business processes?  
8. What are some key success factors when launching a business transformation effort?

For more information about Parker Avery's business transformation and retail consulting services, please visit:

• https://parkeravery.com/retail-consulting/
• https://parkeravery.com/retail-consumer-goods-consulting/business-transformation/

 

Transformation Happy Hour | Data Governance and Retail Master Data Management

With technology moving at lightning speed, proper management of master data is critical to fully take advantage of new tech innovations. Yet, many retailers struggle with master data management and data governance. Hosted by Parker Avery retail consultants and master data experts, our June 29 Talk Retail to Me Transformation Happy Hour explored the most pressing master data challenges Parker Avery's clients and other retailers are facing. Our happy hour hosts provided a brief overview of master data challenges and the implications of not having a planful approach and data governance in place. Most of the happy hour was spent answering questions and having an open dialog with participants. Show resources:

• Download | Data governance scope and definitions infographic
• Download | Data governance and master data management resources
• Parker Avery Blog | Project Planning: Four Considerations for Data Readiness
• Parker Avery Blog | Make No Mistake: Avoiding Data Governance Issues
• Case Study | New Strategy for Master Data Supports Core Merchandising Transformation
• Case Study | Retailer’s Master Data Management Improvements Drive Omnichannel Growth
• Case Study | Retailer’s New PIM System Boosts Efficiency and Data Accuracy

To learn how Parker Avery helps clients through transformations by ensuring a strategic approach to managing data, please see our consulting services: https://parkeravery.com/consulting-services/.

 

Transformation Happy Hour | More On Transformational Leadership

Back by popular demand! Due to so much interest in our earlier podcast discussion on Transformational Leadership, we hosted an online happy hour focused on the same topic so we could answer your questions in a live format.

 

This fun, interactive event was hosted by Parker Avery OCM experts and retail veterans, Kathi Toll, Marty Anderson, and Carrie Habel who refocused the traditional paradigm of change management to a mindset that instills stronger elements of transformational leadership. Joining from three different states, three timezones, two airports, and one home office, Kathi, Carrie, and Marty discussed how retail leaders can assess and improve their ability to engage their teams to become ambassadors of meaningful transformative change. 

 

Materials and links discussed during the show:

• Change Management Resources (online)
• OCM and Transformational Leadership Resources (pdf)
• Change Management Assessment
• The Nordy Pod

To learn how Parker Avery helps clients through transformations and navigate change, please see our change management services: https://parkeravery.com/change-management-services/

 

Retail Hierarchies Deep Dive

In this episode of Talk Retail to Me, Parker Avery consultants and retail veterans Marty Anderson, Deanna Emsley, and Mike Johnson take a deep dive into the world of retail hierarchies. Senior Director of Marketing, Tricia Gustin, hosts the discussion, during which the experts discuss:

• What are retail hierarchies and what roles are involved?
• Why they are so often mismanaged or poorly executed?
• What are best practices when it comes to developing and maintaining retail hierarchies?
• Where does data governance factor in with hierarchies?
• What systems support hierarchies and which integrations are important?

To learn more about Parker Avery's retail consulting services and our areas of expertise, please visit: https://parkeravery.com/consulting-services/