From Niche Tool to Enterprise Backbone: Why a Major Retailer Has Used QualiWare for 20+ Years

“QualiWare truly shows its value in a large organization where you cannot simply sketch a system landscape on the back of a napkin,” says an Enterprise Architect who explains why this major retailer has been using QualiWare for over two decades.

A Modern and Change-Willing Organization

This large retailer operating more than 1,000 stores, employing 40,000 people, and generating an annual revenue of approximately USD 6 billion is an exceedingly ambitious network and transformation business. It constantly tests new opportunities to remain competitive, as the Enterprise Architect explains:

“I see our organization as very change-willing and curious. When we come up with an idea and demonstrate its positive purpose, we usually get to go all in and implement it.”

Over the years, this approach has led to significant evolution in how QualiWare is used.

How QualiWare Evolved

Long before the turn of the millennium, QualiWare was considered a niche tool in the retailer’s environment, used by only a few IT specialists to gain an overview of the application landscape. Today, it has become broadly adopted, with many employees independently maintaining data. The finance department, for instance, documents financial processes related to internal and external audits, as well as GDPR and ESG, effectively turning QualiWare into a compliance tool.

Technology and Business Hand in Hand

A key factor in QualiWare’s success is that the Enterprise Architect bridges the gap between IT (focusing on the technical capabilities) and the business side (addressing needs and opportunities).

Originally trained in process optimization, the Enterprise Architect notes:

“I have a mindset that thinks in processes, and I have always used this to understand the user situations people face.”

This background led to a request to represent the business in a major ERP project, marking a transition from simply using systems to helping build and maintain them.

In the IT Department

Today, the Enterprise Architect’s role spans two main responsibilities:

1. Overseeing Enterprise Architecture (EA) modeling and documenting all IT systems and applications
2. Serving as the administrator of QualiWare

“I configure and drive changes. I am also the one who teaches new process contributors, offering tips, tricks, and support. I stay very close to the users, and they can reach me directly, for instance, through Teams.”

Together with a small governance board, the Enterprise Architect steers QualiWare’s direction within the organization.

Data Quality Above All

In recent years, much attention has been paid to improving data quality in QualiWare. High data quality, the Architect believes, is essential to keep the tool useful and keep people motivated:

“For many years, we have worked to ensure that all our solution owners maintain their own application information. Data must be maintained by those who have the knowledge and own the object. We have also engaged the business side so they can update their own GDPR processes and financial process flows.”

The Enterprise Architect constantly reminds users to update QualiWare whenever anything changes:

“In that sense, I am also a librarian. I am always pushing for data quality. That is another part of my role,” they add with a laugh.

Usability

Usability is key to ensuring regular data updates. If it becomes too cumbersome, people avoid it. That is why the Enterprise Architect tackles small and large barriers:

“We have simplified our governance workflow, renamed some standard interface buttons, and added help texts to make it easier.”

Suggestions from users are always considered:

“If I cannot see a direct solution, QualiWare’s consultants can. I have never heard ‘we cannot do that.’ It is always, ‘we cannot do it like that, but here is another approach.’ QualiWare’s consultants are great at showing possibilities.”

Communicate, Communicate, Communicate!

Raising awareness of QualiWare and the need to keep its data current is another large part of the Architect’s job. They send out quarterly newsletters and provide hands-on assistance:

“I have visited various departments to talk about QualiWare. I make extensive use of one-on-one support, often through Teams. This lets me teach people in a practical setting.”

They remain careful not to do all the updates themselves:

“I have had many sessions where people realize how straightforward QualiWare really is: ‘Oh, is that all?’”

What Do People Think?

The Architect notes that the organization’s view of QualiWare has improved over time:

"The benefits are evident: we have an overview, we have control of our processes and applications, and we know who is responsible for what.”

Advice for New QualiWare Users

For those just starting out, the Enterprise Architect offers the following suggestions:

1. Start small and simple, then expand.
2. Ensure data is updated by those who have the knowledge. Avoid keeping QualiWare locked away with a few people. Once you open it up, data quality remains high, and that makes all the difference.

This customer story illustrates how QualiWare’s organizational value grows over time when properly embraced. With dedicated leadership, consistent attention to data quality, and a firm focus on usability, even a large, fast-paced enterprise can remain aligned and up to date.

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