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Copyright 2016, Pierian Services Simplify > Accelerate > Grow Capabilities Shared Services

Strategy & Consulting - Shared Services · A 40 year old conglomerate headquartered in Dubai, UAE) with offices in USA, Saudi Arabia, Oman, Kuwait, Sri Lanka, Pakistan and offices

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Copyright 2016, Pierian Services Simplify > Accelerate > Grow

Capabilities Shared Services

An introductionExponential business growth is powered by smarter technologyOur team of 800+ skilled professionals deliver Global Business Services across domains like manufacturing, oil & gas, technology, shipping & logistics, travel, healthcare and energy amongst others

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CapabilitiesShared Services / COE

The concept

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SHARING enables organisations to1. Standardize, Improve and

globalize processes2. Improve quality of services3. Drive operational excellence in

service delivery

SHARING applies to1. Front or Back office functions

(Finance / HR / Payroll / IT etc)2. Administrative functions3. Evolving to deliver strategic

functions

SHARING applies to1. Technology & Systems2. Simplified global process3. Managed Manpower

Transformation not Consolidation

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Diagram Credits:Book On Shared Services - Donniel Schulman, Martin Harmer & Others

Sponsorship and strong backing especially at the board level is critical to the success of any shared services transformation

Service delivery transformation, in many ways is a journey, not a one-time event. Think of it as a continual work in progress and build a service culture.

Setting up Shared Services for the sake of Consolidation and Centralization seldom deliver the necessary results to Businesses. The idea should be to transform traditional business service models to deliver operational excellence

New Environments

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Source: The Future of Shared Services – A Deloitte Research Study

17%

25%36%

17%

5%

Mixture

Single Centre

Single Regional Centres

Multiple Regional Centres

Multiple Functional Centres

Companies of all sizes, industries and regions havebeen adopting Shared Service Centers

Delloite’s Survey has shown that 95% of thecompanies have said that their shared servicecenters were successful

Shared Services are evolving all the time from beingtransaction oriented to strategy aligned

Shared Services are here to stay !

Planning for Success

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>>Think Big, Start Small and Scale Fast!!

1) Ensure Senior Level / Executive Sponsorship

2) Run it like a BUSINESS

3) Proper base lining and a key business case

4) DO NOT underestimate Change Management

5) Steering Committee should involve the business, not just

shared service personnel

6) Technology is not just for IT or Shared Services, it should be

for business

7) An ERP system is for the Enterprise, not just for Shared

Services

8) Training is Key

9) Engage with experts outside in similar line of businesses

10) Lastly, remember the project begins with “GO LIVE”, not

ends with it

Blueprinting

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• Establish the business case for Shared Services• Identify business benefits such as

ROI (return on investment) Improved efficiencyImproved customer service

• The debate for Core and Non Core Services• Put the right systems in place• Setting up a project management office with subject matter experts• Combine the right skills with right capabilities• Align Services to Business needs & create a service culture from the start

• Feasibility study prior to centralization of processes• Reengineer existing processes to work in a shared service environment • Ensure ownership and internal business controls• Identify best practices benchmarks, Process performance indicators

• Win Management support• Plan well for change management issues• Plan for Career development for displaced associates• Ensure focus by setting the right goals

BUSINESS CASE

SOLUTIONDESIGN

REENGINEERPROCESS

PLAN FORSUCESS

Evolution of Shared Services

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Function“AS IS’

Stage 1(3-4 months)

Stage 2(4-8 months)

Final Stage(8-12 months)

Complex & Multiple

processes

DecentralisedTransactions

Headcount

Centralized Transactions

Complex & Multiple Process

Headcount

Centralized Transactions

StandardiseProcesses

Simple Process

Headcount

Centralized Transactions

StandardiseProcesses

Optimize Systems

Simple Process

Optimized Systems

Headcount

Common Systems

OPE

RATIO

NA

L EX

CEL

LEN

CE

OPERA

TION

AL EFFIC

IENC

Y

Common Systems

Common Systems

The timelines presented are a high level estimate. More accurate timelines can be provided after a business scoping study

What Pierian can do?

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• Conduct business study and evaluate functions that can be delivered by a shared service

• Build a high level business case to enable management to take decisions

Scoping

• A detailed Blueprint aligned to business objectives

• Business case• Shared Service Models• ROI• Approach document• Timelines for implementation

Blueprinting

Re-engineering Processes & System• AS IS process documentation• TO BE Process designs to

operate in a shared service environment

• Setting up a PMO with multiple capabilities

• Manage project and implement Shared Services

• Implementation of any ERP / Technology needed to enable the Shared Services

Implementation

Managed Services

• Build an offsite center in a location that can deliver optimum results

• Manage operations to deliver value aligned to business objectives

Client Success Story

“A global conglomerate with multiple businesses covering the entire spectrum of Shipping & Logistics

Global ConglomerateClient is a global Shipping & Logistics major

OperationsOperations is in the Middle East & Asia

Multiple BusinessesOver 20 entities in various business – Ship owning, Freight Forwarding, Liner, Warehousing, Surface Transport

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OUR CLIENT

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Global volumes are dropping very quickly and freight rates are at the lowest

Escalating operating costs are depleting margins

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THEIR CHALLENGES

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Staying afloat in a delicate environment, controlling operating costs and still delivering outstanding service to customers – is a challenge

Complex, out of sync and unstructured processes

Multiple and disparate systems

Lot of people, but not the right talent / skillset

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THE REALITIES

Systemic issues due to disparate technology, complex and out of sync processes and talent issues leading to low efficiency and service levels

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How do we design our processes? How is the process integrated to our systems & business?

What should we automate and how?

What technologies do we use? What systems are relevant to our business?

What services should the Shared Services provide?What functions should we migrate? How should we manage our shared services?

How many months will this take? How do we manage this project? Whom do we deploy from our existing resources?

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THEIR QUESTIONS

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}Their solutions seemed to lead to bigger and complex questions and clearly outlined the need for a partner to aide their transformation

Technology Strategic alignment of Technology to service delivery

PeopleRealign people to deliver in a shared

service model

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OUR STRATEGY

“Transformation

ProcessReengineer business processes to deliver operational efficiency

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Our strategic expertise in Shared services design, technology and management helped the customer align their objectives

Business assessmentAssess all organisations of the client, understand the business and their unique requirements

Blueprinting• Identification of the processes that needed reengineering• Assessment and shortlisting technology solutions, partners• Shared Service Design and structure• Identification of functions & processes to be outsourced• Cost & ROI planning• Program and Project planning

Implementation• Take ownership of the transformation• Technology enablement from evaluation, partner identification

and implementation planning• Deploying the required resources for the implementation• Program management and delivery management

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OUR APPROACH

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“Pierian took overall responsibility in delivering all 3 aspects of the transformation and spearheaded the project

160Member Shared Services

operating out of India delivering functions such as Customer

Service, Documentation, Finance & Accounting

Outdated technologies and applications eliminated.

Complete Solution provided to customer on the cloud

20 30%Cost Savings delivered to the

customer

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“Hard wiring a solution to deliver operational efficiency needs immense expertise. Pierian brings that to the table

OUTCOMES DELIVERED

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INFRASTRUCTURE MANAGEMENT

ANALYTICSAPPLICATIONS

FINANCE & ACCOUNTING

OUR MANAGED SERVICES

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WHAT WE DELIVER

CUSTOMER SERVICE DOCUMENTATION “whole is not just a sum of parts,it’s a lot more. We bring the difference.

Case Study

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Case Study 1One in 20 cars rolled out on Indian roads bear the mark of our business processes

The world’s leading automobile manufacturer, their Indian arm is set to build over a 10% market share by 2020. India is poised to be the 3rd largest market for automobiles by 2020.

Pierian delivers managed services in key Finance, Impexand administrative processes for their Indian operations. With a humble beginning of 4 staff members in 2008, we now run and manage over 65 people.

Establishedin

1997India

workforce

10k+India revenue

in USD

2.7Bn

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Case Study 2

A 40 year old conglomerate headquartered in Dubai, UAE) with offices in USA, Saudi Arabia, Oman, Kuwait, Sri Lanka, Pakistan and offices in 28 Indian cities combined with strong network partner's world over

Pierian designed their Strategy for their Global Shared Services. We now run and manage their Shared services with over 175 people in IT, Business Support and Finance

Establishedin

1976Global

workforce

2k+Revenue

in USD

700Mn

As you read this, cargo in over 32000 containers on 30 ships are being tracked on our systems & processes

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Case Study 3

A leading international brand in Computers and electronics. Headquartered in California, their Indian arm is a vital distribution and service operations to customers in India which is managed with the aid of a 200-member strong channel partner network.

Pierian through their process consultingand business support services deliver the entire channel partner reimbursement program

Engagementperiod

8+yrsTeamsize

30+

Over 90,000 service calls, with $7mn spend, for one of the largest brands in computers and electronics, we make it happen

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Case Study 4

A blue chip conglomerate, set up 150 years ago, has operations in several continents. The proverbial ‘pin to plane’ is apt as the group has interests in tea, hospitality, travel, maritime & logistics, energy, financial services, print & packaging and many more...

Global Employees

7k+Revenue

in USD

2Bn+

Pierian designed their Strategy and processes for their Global Finance Shared Services and helped them execute and implement the strategy.

Hand holding change of a 150 year old legacy needs immense expertise in hard wiring solutions

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Case Study - Strategy

SHARAF DG, DUBAIHR SHARED SERVICES

Since its inception in 2005,Sharaf DG has come a longway and achieved manymilestones to become oneof the leading powerhouseretailers in the region.. Thebrand’s perseverance andhard work has paid off with26 stores in UAE and Bahraintoday and more in theoffing.

VST GROUP, INDIAFINANCE SHARED SERVICES

VST Group has presence in 7 sectors, from automobile dealerships [Mercedes Benz, Jaguar, Mahindra, Land Rover, Ford, & Tata motors] to manufacturing. It is a Rs.3000 crore+ group serving more than 5,000 customers every day.

JSW GROUP, INDIAHR SHARED SERVICES

A $11 billion conglomerate,with presence across India,USA, South America &Africa, the JSW Group is apart of the O.P. JindalGroup with strong footprintsacross core economicsectors, namely, Steel,Energy, Infrastructure,Cement, Ventures andSports.

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Clients

Thank you

Ph: +91-80-42424747 Email ID [email protected] www.pierianservices.com

Copyright 2016, Pierian Services