bayer (eng)

Bayer, a Success CaseHow implementing an infrastructure management tool allowed Bayer to improve the relationship with its users by giving visibility to the Facility Management they carried out.

Bayer - Success Case

Jordi Llargués SII Concatel

The Bayer Group in Spain started its activities in 1899 and thanks to its sustai-ned development has become a world leader in chemical and pharmaceutical industry. Its commitment to innovation has been a key to achieve a top position in all these activity domains.

Leadership, integrity, flexibility and efficiency are the core values that made Bayer the multinational leader in the chemical and pharmaceutical sector.

The headquarters of Bayer Iberia are set in Sant Joan Despí (Barcelona). They are a Service Center belonging to the Shared Services global structure of Bayer Busi-ness Services (from Barcelona to the rest of the world). It works as a Front Office for Western and Southern Europe and Latin America as well as a headquarters of the Group in Spain, including all the holding services (administration platform and sales divisions).

Director of General Services, Risk at Work and Real State & Security at Bayer Hispania.

He changed his point of view from an operational one to an strategic one so his department could be integrated into the Managing Committee.

It is part of the Groupe SII and it spe-cializes in providing services for Infor-mation and Communication Techno-logies (ICT) and Business Management Engineering focused on the technolo-gical development of innovative pro-ducts and customized solutions for its customers and own product distribu-tion. It developed ServiceONE®, a leader tool in infrastructure and services management.

Its clients belong to a wide range of strategical domains like industry, energy, health, telecommunications, financial services and public adminis-trations.

ICT help this sector to grow professionally


The Origins of the Project. Bayer Needs

Totally developed by SII

Concatel, ServiceONE® is

the first smart solution for the

infrastructure and service

management.

It is a process based tool

based that allows integrating

all agents that cover

infrastructure and service

management. It is able to

interact with the main market

solutions as well as to

integrate the smart elements

of the infrastructure under a

unique dashboard because

its conception of service

management is based on

efficiency and effectiveness.

JWhen Jordi Llargués started to find a service and infrastructures management tool, his aim was to have it successfully implemented at the end of 2015.

His needs regarding the management of Bayer General services result in a list of requirement to be fulfilled by the tool. Those below are the most impor-tant ones:

• A market tool that eases autonomy and able to have several partners.

• A Facility Management solution able to integrate with other information systems.

• A tool focused on managing a wide service catalogue.

• Management capacity based on several processes or workflows.

• A high quality and reliable incident management.

The commercial relationship between Bayer and SII Concatel ended with the purchase of ServiceONE® and the start of the implantation project. The General Services Direction at Sant Joan Despí chose the SII Concatel solution because:

• It is a smart tool for a comprehensive management of its service catalogue, including incident management.

• The tool is able to adapt to Bayer General Services Direction needs thanks to its workflow / process management, which is differential feature from the rest of the market tools.

• SII Concatel has enough experience in ServiceONE® implementations so Bayer can rely on it to carry on such a long term project.

• Of the proven business solvency of SII Concatel and the Groupe SII.

ServiceONE®

+1.000 users

19types of actors

involved

3years of project

18configurableworkflows

Why ServiceONE®?

ServiceONE® Project in Bayer:Implementation of the infrastructure management tool ServiceONE®


UsersBeing 100% web, the ServiceONE® service portals support more than 2.000 Bayer final users. All these portals have the features defined by the organisation for each user profile, and they are available just using a current internet-connected device (PC, tablet or smartphone). A massive add of new users is costless which is a key point in such a complex and big company like Bayer.

ManagersThey have a unique and integrated dashboard according to the predefined KPI. ServiceONE® displays customised queries and reports to provide Facility Managers all key information about their organisations. SII Concatel’s own document manager, DocManager, and its web platform allow publishing service metrics on the spaces where they are measured (GIS and/or CAD locations), so they can complement the dashboard features as a part of the ServiceONE® suite.

ProveedoresBoth users and suppliers, as well as managers, use the same tool, ServiceONE®, and the same processes. In this way, Bayer centralises all information and shares it with all its suppliers while they are providing all services.

Bayer suppliers are integrated within processes defined by the organisation by using ServiceONE®, so the entry barrier for new suppliers is very low and their integration is nearly costless for Bayer.

You have to make the change, not the tool.

Service Catalogue:

- Health care

- Catering

- Workplace management

- Reception and visits

- Rooms and events

- Postal service

- Personnel services

- Movements

Preventive, Conductive and Corrective Management:

- Lifts

- HVAC

- Waste management

- Lightning

- Fire

- Cleaning

- Civil works

- Supplies

MAIN FEATURES Project Stakeholders


Project Steps

ConsultancyDuring two months, Bayer and SII Concatel defined exhaustively all elements

to be taken into account in a successful ServiceONE® implantation.

This definition is carried out using thematic workshops: assets, spaces, services,

work orders, maintenance, service portal, integration, etc.

Installation and ConfigurationOnce all the applications were successfully installed on the Bayer servers, the

powerful process engine and the totally configurable ServiceONE® nature

(without any kind of programming) allowed Bayer to freely customise its

workflows according to its service catalogue.

• ServiceONE® allows to

automate processes required

by Bayer, in any of its depart-

ments or services.

• Integration by API or Web

Service is available for any

information system the Bayer

uses in its departments.

• All external stakeholders that

are involved in service and

infrastructure management

were added to this integra-

tion so the Business Intelli-

gence area was significantly

improved.

• Unifying metrics and having

them available allows Bayer

to have a comprehensive and

improved view when hiring a

new supplier or renewing

existing contracts. From then

on, its supplier and economi-

cal resource management

has become optimal.

Integration, the project key

Setting every complex workflow is done in the best possible way.

The ServiceONE® proposal is to set the solution specifically for each client instead of customising it, in order to guarantee its alignment with the Com-pany and to prevent feature (and code) development.

Business is alive, so workflows adapt to changes of corporate management

As Jordi Llargués says, ‘‘Setting is a necessary evil but

its results provide you very high management skills.’’

The department does not revolve around the tool, but the tool revolves around the department .

The ServiceONE® implementation has been a change of mentality. Bayer has been able to successfully manage users’ reluctance as well as to reduce costs.

Results

What changed in Bayer?• They have standardised information about

all services, thanks to the queries and reports that ease its analysis and evolution at the same moment they occur.

• Increase of the strategic decision-taking capacity at any moment and by using the tool.

• Improvement and grouping of suppliers’ contracts. Bayer has high quality service metrics so it is able to provide them to suppliers. With this information, those sup-pliers will be able to improve their quality of service and reduce their costs.

A project for the future

MobilityInformation is generated and managed by service stakeholders using smartphones. Mobility eases the actions of stakeholders and mana-gers related to infrastructure and service management.

Growth. New Business ChallengesChoosing a modular and configurable tool like ServiceONE® allow the organisation to add new features as they are necessary.

The specific features included in ServiceONE® like multi-language, multi-GMT, multi-business unit and its capacity of managing several currencies and measure units allowed Bayer to evaluate the implan-tation of ServiceONE® from a global point of view.

The three-years implantation allowed to make a change management adapted to company times and balanced with the tasks of the key users

For more information, visit us:http://sii-groupe.es/ - http://www.serviceone.es - http://www.groupe-sii.com/

Ciutat de la Justícia de BarcelonaAv. Carrilet, 3 - Edificio D, Pl. 1008902 L’Hospitalet de Llobregat (Barcelona)Telf: +34 93 567 97 10

Copyright © 2008 - 2016 CONCATEL. All rights reserved. SII Concatel, the SII Concatel logo, ServiceONE, the ServiceONE logo are registered trademarks of SII Concatel, S.L. All trademarks are property of the respective owners. This documentation and its contents, including pictures and computer graphics, are the property of SII Concatel, S.L. Any reproduction of the materials on this documentation not in accordance with the permission of the company is prohibited by law.

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