The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

4/4/2017

Shared Services –

From Resistance to Respect

Beata Stanek

Senior Manager, SSC

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

2 4/4/2017

Votorantim Cimentos is part of the Votorantim Group, a Brazilian company that

is present in more than 20 countries and in business for 97 years.

Through acquisitions it started operations in North America in 2001.

Our products in the United States include cement from St Marys Cement and

SAC, ready-mixed concrete from Prairie and Prestige, aggregates from St

Marys CBM and Prairie.

• More than two thousand

employees in North America

• Together we operate:

– 2 cement plants • Capacity of over 2.26 million tons of

cement per year

– 2 grinding mills

– 72 ready-mix units

– 18 aggregates plants

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

3 4/4/2017

The Road to Shared Services • Back office operations done in 4 regional offices for

multiple companies joined through acquisitions.

• 2011

– Decision made to create a Shared Services Center for 3

departments: Billing, Cash Applications, and AP

• 2012

– Transition Begins – Idea is to “lift and shift” then standardize

– Held weekly meetings to give updates to business unit leaders

– Faced many issues

• One business unit is on a different SAP platform

• Lack of familiarity of new SAP platform and other business units in SSC

• Outdated and incomplete process documentation

• Large turnover in SSC – new employees, many temps

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

4 4/4/2017

2014 – The Year of Many Changes

• Created New SLA’s

• Focused on Transparency, Accountability, Communication

• Conducted Road Shows across all VCNA BUs:

– 12 face to face work shops with Ops and Procurement teams

– Launch SLA’s, Website, Toolkit, and Video training

– Troubleshooting session to resolve issues

• Implemented weekly working meetings with Plants

• New “Customer Service” function to increase focus on

internal and external customers

– Ticketing system to improve Customer Service

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

5 4/4/2017

Improve the Team Morale

• Created an open environment to capture opportunities for improvements from the

employees and allow them to implement ideas as a team. – Annual “Speak Out” sessions to give employees the opportunity to voice their opinion anonymously

• Tasked the team to create Individual Development Plans part of the Goals based on

cross training.

• Meetings with leadership

• Monthly meetings with the team

• Individual Feedback sessions

• Created a “Fun” Committee called:

“Shared Services Connected”

• Team building activities

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

6 4/4/2017

Customer Service:

• SLA Adherence:

• AP: Number of Invoices >60 days

• Billing: Volume of Suspended Products

• Cash: Unapplied Cash

• STP % (AP Straight

Through Processing)

• Customer Satisfaction

Empowered People:

• Headcount

• Overtime cost / hours

• Employee Satisfaction

• Turnover

Best in Class Operation: • Cost per:

• AP Invoice

• Billing Invoice

• Cash applied

• Invoices per FTE:

• AP

• Billing

• Cash

Sustainable Practices:

• Paper Less:

• % of Electronic Payments vs. Printed Checks

• % of Electronic Invoice vs. Paper Invoices

Established SSC Dashboard to send monthly performance to management.

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

7 4/4/2017

Results from the Changes 2014

• New “Process & System” Area to drive performance improvements

– Transitioning Master Data Management (Vendors, Customers, Materials and

Routes) from Procurement (Toronto) to SSC (Chicago)

– Performed a Vendor Cleanse to eliminate inactive / duplicated records

• New “Accounting” functions to standardize across North America

– Transitioned Concur management and reconciliation for T&E Cards, PCards and

Employee Expenses Reimbursements from Accounting / Procurement (Toronto)

to SSC (Chicago).

– Created a central hub to manage all T&E, Credit Cards and Employee

Reimbursements at SSC in Chicago

– AR Securitization daily management

2015

• Credit & Collections departments reporting into SSC

– Standardized and implemented new policies effective across all of VCNA

– Four decentralized locations

The Accounts Receivable and Order-to-Cash Conference is produced by:

May 10-12, 2017

Disney’s Yacht & Beach Club Resorts®, Florida

8 4/4/2017

Projects Shared Service Has Lead

Since Transformation • Cash Application Automation

– Auto apply cash from bank lockboxes and electronic payments into

SAP

– Increase process speed & accuracy while reducing costs

– Went live July 2016

• Procure to Pay Automation

– Implement automation around the procure-to-pay process while

simplifying the procurement experience for the end user.

– Going live April 2017

• Credit & Collections Overhaul

– Project approved to implement SAP FSCM modules – Credit,

Collections, and Disputes