Tuesday, August 09, 2022
Case Studies » Featured Case Studies » Case Studies » 7-Eleven: Expanding the brand through acquisition - Managing processes and procedures

7-Eleven: Expanding the brand through acquisition - Managing processes and procedures

Managing processes and procedures

To reinforce the integration 7-Eleven Australia had to train new franchisees in the company’s systems and processes. One of the advantages of having existing franchisees take up another store was that they required less training. The company also had to train some staff internally to act as changeover specialists. It also had to modify its franchisee training program and source and train new trainers.


7-Eleven Australia has developed a number of internal support systems such as the Franchisee Matrix used for store performance mapping, an automated stock reordering system, their sophisticated and timely intranet communications systems and more. As part of the synergies achieved through the acquisition these systems are

now deployed in the new stores with operators given appropriate training and ongoing coaching support. The company is now able to leverage its proven system to assist its new stores to increase profitability.


Stores can now take advantage of 7-Eleven’s innovative B2B system which automatically generates a stock replenishment order using scanned sales data, but which still allows franchisees to modify the order based on local conditions. The system can tailor stock levels, pricing, promotions and optimal store layouts to maximise customer spending. Franchisees can compare key performance indicators to benchmark against ‘like stores’. This allows franchisees to implement success strategies used in more profitable stores to improve their own performance.


The Franchisee Matrix allows real-time reporting of sales and profitability data by measuring store performance and engagement against ten financial and non-financial KPIs. This continuous improvement tool analyses strengths and weaknesses, and training and support is offered to franchisees through an Individual Store Development Plan.


The acquisition has also led to a strengthening of its supply chain. Fresh offerings are delivered overnight by Swire Cold storage. Dry goods are delivered on average twice a week by Metcash, who are now handling all dry goods deliveries throughout the entire 7-Eleven Australia store system, thereby improving economies of scale. Another outcome of the acquisition is that 7-Eleven Australia have signed an agreement with Mobil to be its sole fuel supplier.

(Page 6 of 7)
Associated with:
Learning Area(s):
  • Business Environment | Mission and Objectives
  • Business Environment | Stakeholders
  • Business Environment | The external environment
  • Business Environment | Types of large organisations
  • Business Structure and Organisation | Franchising
  • Change Management | Change issues for business
  • Change Management | Managing change effectively
  • Change Management | Sources of change
  • Change Management | Strategic planning
  • Communication | Effective communication models
  • Communication | Technology and communication
  • Employee Relations | Proactive employee relations
  • Human Resource Management | Employee Motivation
  • Management Skills | Communication
  • Management Skills | Managing in a team environment
  • Management Skills | Role of leadership
  • Management Skills | Role of planning
  • Marketing | Product development
  • Operations Management | Facilities design and layout
  • Operations Management | High-end technology based operations systems
  • Project management | The project lifecycle
From: Edition 7

Leave a comment

Make sure you enter the (*) required information where indicated.
Basic HTML code is allowed.

Subscribe today!

Purchase a subscription today!

We are delighted to offer you a subscription to access over 80 additional case studies, learning activities, teacher notes and downloadable content!
Click here to log-in if you already have an account.

Order the print version!

Order a hard copy!

Purchase a print version of Edition 7 for yourself or additional copies for your school! 

Commission a case study for your business

If your company or organisation would like to be part of Australia & New Zealand's best case study resource, apply for a case study online or phone us on 
02 4991 2874 in Australia and 0800 990 999 in New Zealand.

What's New?


New Edition 7 case studies available now!

Buy a printed copy of Edition 7Buy a printed copy of Edition 7 case studies.

Subscribe nowSubscribe now to get access to over 80 additional case studies and support material.

Teaching Resources

Learning Resources

Useful Resources
Need to contact a teaching association?
Or get ideas for class?
Check out our useful links.

Teaching Hints & Strategies
Share your lesson plans with other
professionals or search for ideas here.

Tell us your favourite case study?

What Is your Favourite Edition 7 Case Study?

Log in / log out