deloitte shared services, gbs & implementation · deloitte shared services, gbs & bpo...
TRANSCRIPT
Deloitte Shared
Services, GBS &
BPO Conference
Shared Services
Design Through to
Implementation
Berlin, Germany
Jo Hart & Charlotte Allen,
Deloitte
22 – 23 September 2015
Shared Services Approach
• Assess Feasibility
• Design
• Implement
• Optimise
Questions
Agenda
2 Deloitte Shared Services, GBS & BPO Conference 2015
Shared Services Approach What is the ideal way to approach the design and implementation of your shared
services organisation?
3 Deloitte Shared Services, GBS & BPO Conference 2015
Assess Feasibility Design Implement Optimise
Value How will we create value for the organisation?
Project Management How will we manage the effort?
Process How must processes change?
Information Technology What application & IT infrastructure changes must be made?
Organisation & Human Resources How will we structure the organisation and workforce?
Site Selection & Facilities Where will we locate the SSCs?
Tax How can tax optimise our shared services initiative?
Security & Controls How will we verify that policies and procedures are followed?
Change Leadership & Learning How will we make change happen?
Assess Feasibility How do you align your stakeholders before you start the journey?
Deloitte Shared Services, GBS & BPO Conference 2015 4
Method of adding value
Low Cost / Defined Service Level
Knowledge Transfer / Management Involvement
Rela
tio
nsh
ip t
o t
he b
usin
ess
Specific
(s
ite,
unit,
regio
n) Local Support
(Focus on local
delivery)
Local Business Partner
(Focus on value
added support)
Generic
(com
pany-w
ide)
Shared Services Centre
(Focus on consistent &
efficient delivery)
Centre of Excellence
(Focus on policy &
process ownership)
Assess Feasibility Design Implement Optimise
03/ Prepare Business Case &
Roadmap
02/ Develop Vision
01/ Understand Scope
SST EDC Pilot EDC 100 SSO Formed
Oct
2012 Mar
2013
Firm’s Tax
Jan
2014
Nov
2014 Feb
2015
Sep
2015
IT Service
Desk
EDC Capability
Wave 1
Apr
2014
Waves 2
& 2.1
Jun
2014
5
BAU
Assess Feasibility SSO Journey
Assess feasibility Understand scope
6
Detailed process sessions with
teams to capture all processes,
Service Catalogues, KPIs, SLAs,
systems and volumes
1b /
Interviewed functional leads to
validate opportunities and determine
split of activities
1a /
1c / Five day workshops with project and
snr mgmt team to analyse all
processes against assumptions and
activity filters. Recommendations
proposed for each activity
RiskComp
advantage
Physical
proximity
Regulatory
issues
Client
interaction
SSC
READINESS
OFFSHORING
READINESS
TBC TBC
Design What should the Shared Services Organisation look like?
Deloitte Shared Services, GBS & BPO Conference 2015 7
Assess Feasibility Design Implement Optimise
Transitioning to shared services typically
involves consolidating across four
dimensions of the business
Multiple
locations
Multiple
organisations
Multiple
systems
Multiple
processes
Shared
Service
Define process
Standardise policies
One organisation
per process
Move to one system
Rationalise systems
Move to one database
One location
Consolidate in region
Consolidate in country
Harmonise processes
Separate from BUs
Common systems and processes
are most critical to achieving business
benefits
Full organisational and geographical
consolidation may not be necessary
(“virtual” Shared Services)
Design Service Model
Deloitte Shared Services, GBS & BPO Conference 2015 8
Implement What should the transition approach be?
Deloitte Shared Services, GBS & BPO Conference 2015 9
Assess Feasibility Design Implement Optimise
Budget, timeframe and risk appetite will
influence the transition approach:
Process S
co
pe
Glo
bal
Re
gio
nal
Local
Simplified Standardised Leading Practice
NOW
GOAL b
c
a
1c/ Standardise, then migrate to SSC
1b/ Migrate to SSC using legacy system,
then standardise
1a/ Migrate to SSC and standardise at the
same time
Tran
siti
on
Map high level processes
Analyse suitability of ICS functions for inclusion in Shared Services
Decouple and support re-design of the teams/processes not moving into Shared Services
Transfer people across from identified functions
Stand-up new Shared Services Organisation
Initial assessment of transformation options
Shortlist option and announce plans
Tran
sfo
rm
Analyse SSC functions for viability of the shortlisted transformation option by further analysing processes
Analyse broader feasibility of the preferred option
Consult with staff based on option selected
Decide on option to transform and develop detailed transformation plan
Draft new operating processes & procedures
Create internal capability to operate in the transformed model
Transform operation to target operating model (multiple waves)
Matu
re
Embed target operating model
Tune operating procedures
Embed continuous improvement
Identify additional areas for inclusion in Shared Services scope and plan for transition of these services
Implement
Restating the approach and aligning our terminology
Deloitte Shared Services, GBS & BPO Conference 2015 10
Until June 2013 Dependant on
Transformation Approach
Dependant on
Transformation Approach
Optimise How can the Shared Services Organisation be optimised?
Deloitte Shared Services, GBS & BPO Conference 2015 11
Assess Feasibility Design Implement Optimise
Optimisation activities might focus on:
Optimisation
Expansion
Standardisation
Consolidation
Tra
nsacti
on
al
Go
ing
beyo
nd
tran
sacti
on
al
Ro
le o
f S
SC
Global process owner
with end-to-end
perspective
‘Lift and
shift’
03/ Improving operational efficiency
(benchmarking and diagnostics)
02/ Expanding the customer base or
breadth of services offered
01/ Increasing process standardisation
(continuous improvement)
Optimise Growth Model
Deloitte Shared Services, GBS & BPO Conference 2015 12
Workload
Partial Workload
EDC
Service
lines
MK
Standardise
MK
12
Investment
Enabling
areas
People Technology
Process 13
Optimise Growth Model
JO HART Head of Shared Services
Human Capital
Engagement, Participation, Communication
Training and Professional Qualifications
Coaching, Mentoring, Support People
Continuous Service Improvement
Group level White belt capability
A third of function with Yellow belt capability
Automation, Elimination, Re-engineering
Technology
Robotic Process Automation (RPA)
User replacement – 24/7 robot
Efficiency increase range of 1:2 – 1:4
Decreased defects and failure
Process
14
Optimise Improving operational efficiency
JO HART Head of Shared Services
Right blend of Business SME/Project resources (backfill)
Formal knowledge transfer & investment in training product
development
Virtual team management creates its own challenges People
Technology
Ensure Data Security/Risk/IT are aligned
Local IT capability provisioning is key to success
Assume nothing! Test, test, test
Process
Investment in process mapping & operating model design
Blend of fix & shift/lift & shift
Minimise disruption with a reduced timeline
15
Optimise Improving operational efficiency
Thank you!
Any questions?
Deloitte Shared Services, GBS & BPO Conference 2015 16
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), a UK private company limited by guarantee, and its network of member firms,
each of which is a legally separate and independent entity. Please see www.deloitte.co.uk/about for a detailed description of the legal structure of DTTL and
its member firms.
Deloitte LLP is the United Kingdom member firm of DTTL.
This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out will
depend upon the particular circumstances involved and we recommend that you obtain professional advice before acting or refraining from acting on any of
the contents of this publication. Deloitte LLP would be pleased to advise readers on how to apply the principles set out in this publication to their specific
circumstances. Deloitte LLP accepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material
in this publication.
© 2015 Deloitte LLP. All rights reserved.
Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 2 New Street
Square, London EC4A 3BZ, United Kingdom. Tel: +44 (0) 20 7936 3000 Fax: +44 (0) 20 7583 1198.
17 Deloitte Shared Services, GBS & BPO Conference 2015