wingstop - insight from an innovator

Credera is a full-service management and

technology consulting firm. Our clients range

from Fortune 1,000 companies to emerging

industry leaders. We provide expert, objective

advice to help solve complex business and

technology challenges.

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Insight from an Innovator InnoTech Dallas 2013

Irving, TX

April 4, 2013

April 4, 2013

InnoTech 2013: Wingstop - Insight from an Innovator

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Innovation Defined …

What is Innovation?

Wikipedia

Innovation differs from invention in that innovation refers to the use of a better and, as a

result, novel idea or method, whereas invention refers more directly to the creation of

the idea or method itself.

Dictionary.com

something newly introduced, such as a new method or device

Thesauris.com

Synonyms: Cutting edge, addition, modernization, modification

Antonyms: Habit, rut, idleness, stagnation

BusinessDictionary.com

The process of translating an idea or invention into a good or service that creates value

or for which customers will pay. To be called an innovation, an idea must be replicable at

an economical cost and must satisfy a specific need.

April 4, 2013


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The State of IT Operations …

Today’s IT organizations are consistently asked to do more with less, and often find themselves

paralyzed by limited budgets, staff, or executive support

keep the lights on

maintenance

support

new projects

enablement

enhancements

April 4, 2013

The Lens of Innovation …

Successful IT Innovation is often accomplished when an organization finds common ground between its

critical business drivers, what its internal or external customers want, and what’s technologically feasible

FEASIBLE

DESIRABLE VIABLE

what people

will use? What drives

the business forward?

what is

technically possible?

not cost

justified

nobody

wants to

use it

impossible

to build or

maintain

SUCCESS

Business Process Strategy

Transformation & OCM Metrics & Intelligence Competitive Analysis

Business Case Development Leadership & Management

User Research

Creative

Content Strategy

Front-end Development

Multivariate Testing

User-Centric Design

Custom Development

Web & eCommerce Portals & Collaboration

Mobile

Customer Relationship Management

Infrastructure & Cloud Services Enterprise Data Management

Lens of IT Innovation


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April 4, 2013


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Innovation Enablement …

Leaders within the most innovative IT organizations have several key activities and attributes in

common

Innovation Enablers

Grease the skids

Be a great leader

Invest in R&D

Keep an IT scorecard

Become great at IT operations first

Have a business view of IT

Be proactive, not reactive

Practice the art of transformation

Innovation Trends

If you haven’t already - have an educated

position on these; determine where your

organization may benefit

Cloud Computing

Increased data velocity

Design for analytics

Seamless Collaboration

Strategic Big Data

Social analytics

Social CRM

Relationships at scale & loyalty

Consumerization of IT, BYOD, and mobile

Enterprise Social Networking

Active defense

April 4, 2013


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Attributes of the best leaders …

The world’s greatest leaders always know their teams, understand their strengths and motivators, and

position each individual for success

Great leaders always …

Understand what motivates each team member

Invest focused time in each team member

Humble themselves and lead from the front

Put employees in positions to succeed

Stretch employees and help them do what they love doing

Ask for feedback often; and give it often

Listen

Focus on growing new leaders

Simply do the right thing every time, even when nobody is

looking

Strengths Based Leadership: Great Leaders, Teams, and

Why People Follow (by Tom Rath and Barry Conchie)

the most effective leaders are always investing in

strengths

the most effective leaders surround themselves with the

right people and then maximize their team

the most effective leaders understand their followers’

needs.

April 4, 2013


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Transformation Framework …

IT Transformation is a relatively simple process but requires a conscious and deliberate effort sustained

over a long or even permanent period of time

Evaluation Low Hanging

Fruit

Strategy

Development

People, process, technology

• Assessment

• Strategy Development

• Plan/Roadmap

Roadmap

Execution

• Project 1

• Project 2

• Project 3

• …

• Short & Long Term Vision

• Current Pain Points

• Etc.

• Quick hits

• Low cost/high impact

Annual

Adjustments

Transformation Framework Summary

Research & Development

• Analyze Team Capabilities

• Identify emerging technologies

• Identify Applications

• Training

• Complete POC’s

Continuous improvement

• Enable the business

• Streamline IT

• Provide better service

• Grow the team (technical, leadership, etc.)

• Grow yourself

• Reduce costs and improve margins

2 – 5

Years

April 4, 2013


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Transformation Framework …

IT Transformation is a relatively simple process but requires a conscious and deliberate effort sustained

over a long or even permanent period of time

Evaluation Low Hanging

Fruit

Strategy

Development

People, process, technology

• Assessment

• Strategy Development

• Plan/Roadmap

Roadmap

Execution

• Project 1

• Project 2

• Project 3

• …

• Short & Long Term Vision

• Current Pain Points

• Etc.

• Quick hits

• Low cost/high impact

Annual

Adjustments

Transformation Framework Summary

Research & Development

• Analyze Team Capabilities

• Identify emerging technologies

• Identify Applications

• Training

• Complete POC’s

2 – 5

Years

April 4, 2013


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Insight from an Innovator …

Jason McEachern is Wingstop’s Vice President of IT

Jason joined Wingstop in June 2010 in the newly created role of Vice President

of Technology. Jason brings 17 years of loyalty and technology experience to

the position. He has designed loyalty programs that not only provide customer

insight, but have also proven to drive sales for the brand and increase the

overall guest experience.

In his role as VP of Technology for Wingstop, Jason is responsible for

introducing technologies that both interact with guests at the customer

experience touch points, and efficiently manage back-of-house operations.

To better build and facilitate the guest experience, Jason is also spearheading

the development and implementation of a customized guest loyalty program,

new POS system, the company's first phone app, digital merchandising menu

boards, and an increased presence on social media.

Since Jason joined the company, Wingstop entered the Restaurant Social

Media Index at number 15, and was listed as the #3 Twitter growth brand in the

first quarter of 2012 and the #1 Facebook growth brand in the second quarter of

2012.

Jason McEachern

April 4, 2013


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So What …

Great leadership with a focus on several of the key innovation enablers will lead to sustained IT

excellence and plenty of opportunity for success

So What

IT Innovation occurs at the convergence of business drivers, customer needs, and

technology come together

Key enablers

Be a great leader

Invest in R&D

Become great at IT operations first

Have a business view of IT

Keep an IT scorecard

Be proactive, not reactive

Practice the art of transformation

I’d love to hear from you …

Trent Sutton

Vice President & Partner

Credera

[email protected]

@tsutton73

Jason McEachern

Vice President of Technology

Wingstop

mailto:[email protected]

Question & Answer

April 4, 2013


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