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© 2011 IBM Corporation
IBM Confidential
1
IBM Global Process Services Unilever José Cruz IBM Delivery Project Executive Unilever EMEA
APDSI22 Novembro
© 2011 IBM Corporation
IBM Confidential
2
Agenda
Overview IBM Global Process Services (GPS)
Unilever Case Study
IBM GPS in Portugal
© 2011 IBM Corporation
IBM Confidential
We are a $3 Billion BPO company with over 70,000 employees supporting
in excess of 200 Clients from more than 50 delivery centers around the world
Cross-Industry Processes Customer Relationship Mgmt
Supply Chain Mgmt/Procurement
Human Resources and Learning
Finance & Administration
Industry-Specific Processes
Banking Back Office
Lending Services
Insurance Claims Processing
Road User Charging
Our Services
Clients can take advantage of IBM‟s Process
Innovation, Labor Pool, and Delivery
Capabilities and shift their investments and
resources from non-core processes to strategic
business areas
Our Business
IBM’s Global Process Services helps Organizations accelerate change,
integrate globally and innovate
© 2011 IBM Corporation
IBM Confidential
4
Our process-led organization drives a comprehensive suite of services and links with clients’ retained business to drive end to end improvement
Sourcing
• Spend analysis • Strategic
sourcing & Category mgmt
• Contract mgmt & Compliance
• Tactical buying • Supplier
performance mgmt
Order to Cash
• Order capture • Credit &
collections • Billing/invoicing • Disputes/
deductions • Accounts
receivable • Revenue
accounting
Record to Report
• General accounting
• Project & cost accounting
• Financial/ external reporting
• General ledger • Account
reconciliations • Tax accounting • Financial
consolidations
Capital Platform
Mgmt
• Cash mgmt • Treasury mgmt • Risk mgmt • Compliance
mgmt • Tax planning &
compliance
50% 70% 45% 30% 95% 70%
Perf.Mgmt /Decision Support
• Customer
product profitability
• Life cycle costing
• Continuous improvement
• Planning, budgeting, forecasting
• Periodic forecast prep
Procure to Pay
• Procure to Pay • Order &
material mgmt • Catalog mgmt • Accounts
payable • Travel and
expenses
© 2011 IBM Corporation
IBM Confidential
We manage over $50 billion of procurement spend for IBM and our clients
$ 50.7 Billion
IBM
Direct
Spend
(Internal)
$ 12 b
IBM Indirect
Spend
(Logistics,
Internal,
Services)
$ 24 b
IBM
Client
Spend
$ 15 b
IBM 2010 Procurement Spend
Delivered through our extensive network of 5,500+ Procurement professionals around the globe
5
Direct
22.9%
Connectivity
4.2%
CWF
3.8%
FMDC
4.7%
FSOS
3.6%
IT Equip
6.1%
Logistics
4.0%
Marcom
10.7%
Mfg. Equip
3.0%
Software
4.7%
Tech Services
13.6%
Telecom
4.2%
Travel
4.7%
Misc
1.4% HW Maint
0.6%
Uncategorized
2.0%
Business
Services
5.9%
© 2011 IBM Corporation
IBM Confidential
We bring enabling tools that wrap around our clients’ ERP, providing
process standardization and improving performance
Transaction Processing
Record-to-
report
Payment Systs. AP T&E Revenue Cycle
(O2C)
Analytics Tools: Time / Volume Capture (TVC), Websphere Business Modeller, ACL, Insight, Cognos, SAS/SPSS
Workflow Tools: RAPID, DCIW, Issue Escalation Management (JIRA)
Document Management Tools: Document imaging (Xerox, Iron Mountain), Electronic forms (eForms)
Standardization Tools: Desktop Procedures & Policies Repository (Quickr) , Service level management (Service Flow)
Expense
reporting
(GERS) Suite:
• Purchasing Card
• Travel Booking
Integration
• Standard
Reporting
ARCollect
Suite:
• CDR
• Dashboard,
• Smart Search
• Unified Dialer
• Knowledge
Management
(Knowlagent)
Payment
Systems Suite
(Transaction
Processing Engine,
Integration Tools,
Value Add Features)
General
Accounting
Suite:
• Account
Reconciliation
• Close Monitoring
• Audit Tracking
• Quicker
Repositories
• Journal Entry
• Reporting Process
Accounts
Payable Suite:
• Invoicing/Portal
• AP Recovery/
Duplicate Payments
• Invoice Translation
EPIC Automation Enablers: Auto e-mailer, Auto-resizing, QC tool, Scrapper, Automation of trackers, Macros, Hot Keys
© 2011 IBM Corporation
IBM Confidential
7
GREENOCK
TAUNTON
ST. JOHN
TORONTO
TULSA
DURHAM
BEAVERTON
BOULDER
TUCSON
SAN JOSE DALEVILLE
GREENVILLE
BRATISLAVA
BRAGA
DUBLIN
CAIRO HORTOLANDIA
BUENOS AIRES BANGALORE
MUMBAI
SOFIA
CHANDIGARH
COVENTRY
KRAKOW
SHANGHAI
SWANSEA
BUDAPEST
DELHI
PUNE
KOLKATA
VIZAG
CHENNAI
MANILA
BRISBANE
OKINAWA
TOKYO
SAPPORO
JEONJU
DALIAN
BALLARAT
MONTEVIDEO
We have a globally integrated footprint that allows us to know where to source work and when to move it to capture new opportunities…
Technology and infrastructure enablers:
Process tracking and workflow provide the ability to move work across centers and monitor progress
Query and exception management processing enable issue identification and tracking
Communication vehicles enable real-time updates
Document management tools allow for end-to-end management
© 2011 IBM Corporation
IBM Confidential
8
… and delivery centers that operate in a hub & spoke model - scale & efficiency
Global
One Senior Leadership team
Robust governance model between the
centers
10% to 15% team is seeded from the
existing clients operations & support
functions (for new centers/clients)
All centers follow the same methodology,
business controls & quality standards
Best practices are shared
IT & Network - Connected seamlessly.
Centers act as a BCP site to each other.
Center
Center Center
Center Center
Center
© 2011 IBM Corporation
IBM Confidential
9
Cognos Industry leading analytics software and performance management solutions
ILOG Industry leading business rules management software
SPSS Predictive business analytics technology and services
RedPill Advanced customer analytics services
Equitant Asset-based management and order-to-cash cycle optimization
Sterling
Commerce
Supplier and customer integration and collaboration
MRO Software Asset and service management operations software and services
Viacore Business process integration solutions for real-time supply chain visibility
Palisades
Technology
Strategic consulting, systems integration, and web-based multi-channel
lending platform
Lombardi Business process management software
Key MRO Procurement services and strategic sourcing
We use IBM advanced analytics to optimize operations and cut costs
© 2011 IBM Corporation
IBM Confidential
10
Our focus on driving operational excellence and compelling business value distinguish us in the market
Source: IDC User Survey of U.S. BPO Customers, Feb. 09, IDC # 216191e
IBM ranked #1 on all categories of IDC’s recent US customer survey
in all 4 solution areas: F&A, HR, CRM and Procurement
US Customers’ Perception and Ranking of BPO Vendors by
Transformation, Cost Optimization, Integration, and Innovation
Rankings Transformation Cost
Optimization Integration Innovation
1 IBM IBM IBM IBM
2 Accenture Accenture HP-EDS HP-EDS
3 HP/EDS HP/EDS, ADP Unisys Accenture
4 Unisys Unisys Accenture,
Infosys Infosys
5 ADP Fidelity ADP Unisys
Names IBM a market leader of
Procurement BPO
HR BPO
F&A BPO
IBM named “AP Contact Center Outsourcing Vendor of the Year” four years in a row (2006 – 2009)
Names IBM as a leading BPO Provider in
Human Resources
Finance & Administration
NA Contact Center BPO
Names IBM market share leader in
HR Outsourcing, Enterprise sector
2010 Winner: Best BPO
BP Europe and IBM
2009 Winner: Best BPO
Unilever Europe and IBM
© 2011 IBM Corporation
IBM Confidential
11
Agenda
Overview IBM Global Process Services
Unilever Case Study
IBM GPS in Portugal
11
© 2011 IBM Corporation
IBM Confidential
12
The Americas €14.6 billion turnover 4.8% underlying sales growth
33% of group turnover
AACEE* €17.7 billion turnover 10.2% underlying sales growth
40% of group turnover
Western Europe €12 billion turnover 1.4% underlying sales growth 27% of group turnover
2010 turnover €44.3 billion
Present in 150 countries around the world; 167,000 employees** * Asia, Africa and Central & Eastern Europe ** As at end 2010
Scale and geography reach
© 2011 IBM Corporation
IBM Confidential
13
All at the same time!
One Unilever company
One common ERP system
Finance Shared Services
HR Transformation
European Supply Chain
The European One Unilever Program: simplify the European organization
© 2011 IBM Corporation
IBM Confidential
14
F&A value proposition as part of the Unilever transformation journey
Process
Efficiency (reduced effort
& improved quality)
Cost
Effectiveness (reduced unit cost &
scalability)
Financial Business Case Levers Solution Levers
Business
Performance (BS/P&L Impact &
customer
satisfaction)
Shared Service
Delivery Model
Asset based
Process Solutions (wrap around technology
solutions)
People Transformation • Tools, training, accountability,
discipline & measurement
• Empower staff to rapidly
optimize performance
Process Transformation • Enabling rapid improvement
• Best-practice enabled
processes plus domain process
expertise
Technology Enablement • Getting new capabilities
• Tools that enhance ERP
solutions to rapidly enable
process & People
transformation
Global Delivery Model • Flexible delivery options
• 3 Tier model that provides near-
shore/off-shore solutions
tailored to each client‟s
transformation agenda
Outsourcing Framework Leverage existing expertise & infrastructure - Contractual Commitment to deliver - De-capitalization/Flexibility
© 2011 IBM Corporation
IBM Confidential
15
Contract Overview
Largest BTO F&A ever signed in Europe
– Approx. 750 FTEs across 24 countries
– 7 years
Full Finance and Accounting Scope
– Accounts Payable
– Travel and expenses
– Fixed assets
– Bill to cash (Collections, Dispute Management, Cash & Banking, Accounts Receivable)
– General ledger, including intercompany, tax and statutory reporting
Solution leverages BTO Global Delivery capability & Asset-based Process Solutions
– 3 Tier delivery model, with services from Krakow, Braga & Bangalore Centres
– Deployment of BTO asset-based process solutions
• Accounts Payable : digitalisation, OCR technology, full integrated workflow (DCIW)
• Invoice to Cash process : full Equitant ARCollect tool suite modified for CPG
• Travel & Entertainment : GERS solution
Timelines - Contract Signed Dec. 2005; 1st Go-live: April 06 (UK & Poland); 2-year transition
© 2011 IBM Corporation
IBM Confidential
16
Unilever Europe: results to date
New centralized „One-Unilever‟ finance and accounting organization
Standardized and enhanced processes and technology
Significant cost savings
Pan-European service management, including greater visibility/access to
information for decision making and continuous improvement
All countries in plan transitioned in line with expectations.
All SLAs consistently met, every month
Flexible delivery model adapting to evolving Unilever‟s business
A delighted client and a strong relationship
© 2011 IBM Corporation
IBM Confidential
IBM Services Unilever/3rd P
Contact Center
Payroll
e-HR
SAP / ADAM Global PeopleSoft LMS
Benefits E Data Mgt Recruitment Reward Learning
e-Reward
Contact Center
Strategic Sourcing
Reporting : SAP BW
ARiBA LMS
Tactical Buying Operations
OSCAR
Acc. Payable
SAP
DCIW, OB10
Accounting/Rep. Travel Exp.
GERS
Bill to Cash
ARColllect Suite JIRA/Quickr
Document imaging (Xerox, Iron Mountain)
Finance and Accounting
Indirect Procurement
EU NA LA AA
Human Resources
P
EU NA LA AA
P P P P
EU NA LA AA
P P T&E
Global High level process scope overview
17
T&E
© 2011 IBM Corporation
IBM Confidential
Global Network Delivering to Unilever
Services & Key Delivery Locations
Finance & Accounting
Procurement
Human Resources
Krakow
Costa Rica Manila
Shanghai Tulsa
Bangalore
Braga
Endicott
Hortolândia
Budapest
The global IBM team for Unilever is c. 1,200 strong*
* As at mid 2011
730
365
100
H/C
18
© 2011 IBM Corporation
IBM Confidential
Agenda
Overview IBM Global Process Services
Unilever Case Study
IBM GPS in Portugal
19
© 2011 IBM Corporation
IBM Confidential
IBM Braga Center Overview
Started in 2006, with 32 FTEs
Around 10x growth in 4 years
5 floors, ≈ 610m2 per each floor
Around 100 seats max. per floor
Special floor for education only
Highly flexible workforce
Easy access (train, plane, car)
ISO9001 Certification
95%+ Graduate/ Master staff
100% Six Sigma Trained staff
Successful Transitions
No SLA missed since go-live
Consistently “Green” auditing
(SOX, Corporate Audits, Financial Audits, Data
Privacy Reviews, …)
© 2011 IBM Corporation
IBM Confidential
IBM Braga Customers
World Leader in Consumer Electronics
Recognized worldwide for its innovative products.
Leads the digital music revolution with its online store,
Defines the future of mobile media and computing devices.
Considers customer service as a high priority and has a worldwide customer service footprint that features a multi-vendor
support platform.
Why Braga
Braga was the 5th IBM Contact Centre to be added to the account following Client multi-vendor strategy
globally
IBM‟s ability to act as a trusted global partner, it‟s commercial structure and the strong, long term Client
relationship.
Availability of resources with good technical and language skills, good accessibilities and excellent
performance and results shown in the UL F&A contract.
Solution
Volumes
975.000 calls taken in 2010
1.500.000 calls planned for 2011
95% Inbound
Countries in Scope
Portugal
Spain
France
UK
Outcomes
Fast growing operation with successful integration of new business
Outstanding customer feedback and cooperation
Ranks #1 in EMEA for Customer Satisfaction
Raised the performance bar for remaining vendors in the region
© 2011 IBM Corporation
IBM Confidential
UNILEVER
World leading suppliers of fast moving consumer goods with strong local roots in more than 100 countries across the globe.
Its portfolio includes some of the world's best known and most loved brands such as Flora, Dove, Lux, Pond's, Lynx,
Sunsilk, Persil, Cif and Domestos.
Unilever has around 167,000 employees in approximately 100 countries and posted annual sales of over EUR 44,3 billion in
2010.
Why Braga
Strong Unilever presence in SW Europe advised the inclusion of local regional delivery center in the contract solution
Large competitive pool of qualified resources with languages knowledge
Close to University (Minho and Porto)
Excellent accessibilities and telco infrastructure
Competitive Real Estate
Solution
Full Scope of F&A services
Accounts Payable, Travel and Entertainment Expenses, Accounts Receivable,
Credit & Collections, Dispute/Deductions Management, Fixed Assets, Inter-
Company Accounting, General Ledger Accounting, Financial Reporting, Tax and
Regulatory Reporting.
T2 / T3 split with Global Hub in Bangalore
Countries in scope
Portugal
Spain
France
Outcomes
Upfront productivity enhancement
Winners of the 2008 F&A Outsourcing Research Award of Distinction
Winners of the 2009 Outsourcing (Best BPO/Everest) Excellence Award
Highly aggressive Service Levels consistently accomplished since go-live
Financial benefits beyond savings in operating
Paperless Operation
IBM Braga Customers
© 2011 IBM Corporation
IBM Confidential
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