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Field Innovation supports Isetan Mitsukoshi Holdings to get a deeper insight of customer interactions

Field Innovation supports Isetan Mitsukoshi Holdings to get a deeper insight of customer interactions

"Using ICT, we were able to see information clearly that was obscure to us before. The technology has also brought entirely new possibilities into view."

Genichi Fujii, Senior Manager, Corporate Planning Division, Strategic Planning Headquarters, Isetan Mitsukoshi Holdings Ltd.

Isetan Mitsukoshi Holdings Ltd. is using insight to deliver better customer service.

Customer

Isetan Mitsukoshi Holdings’ vision is to become the indispensable department store for each individual customer throughout his or her life by continually creating high quality, new lifestyles and being useful to its customers in the many different aspects of their lives. By doing so, it aims to become the world’s foremost retail services group with high profitability and sustained growth.

Challenge

Department stores cannot survive just on what they sell. It must cultivate a corporate culture that encourages all employees to have aspirations and take pride in their work. IMHDS embarked on a project to improve group-wide productivity.

Solution

IMHDS decided to undertake a thorough analysis of what made the best sales assistants so successful using Fujitsu Field Innovation (FI).

Benefit

Allows actions of each sales assistant to be objectively measured and recorded in numerical form
Generates objective data on the behavior of sales assistants
Sales floor managers can make a theoretical analysis of sales floor-related factors and make improvements

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Read the full Isetan Mitsukoshi Holdings case study (1.58 MB /A4, 2 pages)

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