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Streamlining A Global O2C Process
Lew BaderSVP Global Order-to-Cash
Pearson
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About Pearson
The world's largest education company, Pearson Education
The Financial Times
The Penguin Group
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PEOPLE
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People need to understand the vision• Chart the course
• Employ Multiple Option Thinking
• Take intelligent risks
• Align Goals and Objectives to the vision.
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SMART Goals
Specific
Measurable
Achievable
Realistic
Timely
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You can’t do it too much…
Communicate
Communicate
Communicate
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Plan and Train
Formalize your Plan
Knowledge Transfer
Knowledge Cascade.
DON’T RUSH IT!
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Plan and Train
Don’t forgetyour
retained team!
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Culture
One size DOES NOT fit all
Cultural differences
Local business practices
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TECHNOLOGY
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Automate
Standardize
Eliminate
Promote Customer Self-Service
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Adopt Standard Tools
Develop
Buy
Partner
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PROCESS
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What is your job?
Record Orders?
Deliver a product or service?
Create and deliver invoices?
Collect the cash?
Deliver World-Class Service Improve the Customer Experience
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Take stock of the current state
Is your business changing?
What will you have to do in three years…… in3 months?
Do you have a plan?
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Best Practices
• Align all of Order-to-Cash - Single Management
• Business units focus on commercials…Not transaction processing
• Centralize common and standard activities
• Find a partner who can do it better than you
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Governance
• Establish effective governance. Meet regularly with:
• Executive• Legal• Finance• Sales
• Establish realistic credit limits
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METRICS
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What Gets Measured Gets Done!
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Streamlining Global O2C
METRICS WHAT GETS MEASURED GETS DONE!
•Adopt standard metrics (DSO, Turnaround Results, Customer Satisfaction) and report on them regularly
•Keep a scorecard on everyone’s objectives (Milestones, Achievements)