Business Services: Success In Value Creation
- 1. CASE STUDY BUSINESS SERVICES SUCCESS IN VALUE CREATION Page 1
- 2. Leading Telecommunication and Technology Companies ◦ 1998 -1999: Creation of a new multi-function shared services entity supporting over 30+ legal entities/affiliates (people, process and systems) ◦ 2000 – 2002: Achieved 40%+ annual savings and top performance ranking in quality, productivity, cost reductions and customer satisfaction ◦ 2003 -2005: Drove 35% added annual savings, 55% or $30M+ annual ongoing ◦ 2006 – 2008: AT&T purchased BellSouth. Moved functions & systems. Quick Service Restaurant (QSR) Companies –M&A Activity ◦ 2009-2010: New shared services & headquarters in new location (new people, processes, systems) resulting in 30% annual savings in 1st full year operations and top quartile benchmark rankings and customer satisfaction Case Study Experiences – Business Services Page 2
- 3. 3 Implementation & Stabilization-F&A •Systems & Processes •Self Service and Workflow •Refine Service Delivery •Resource Efficiency, Effectiveness, Productivity, Help Desk Value Added •Scope Increase – HR Call Center, Doc Mgmt, Comp. Module, Mgmt Portals, Cash Management, Supply Chain •Employee Services • PMO Bus. Unit Support -As a Services •Controls-SOX oversight •Policies Future Value Options •Identify • Outsource • Commercialize • Additional Improvements/Scope •Compare •Select, Decide & Act • Increased Automation • Increased Self Service • 3rd party solutions • Org Alignment • Function Review Move Forward •Increased Self Service •Platform Expansion •Automated Approvals •Review new Line of Business Scope: Expand HR Services to Include Staffing & Training, •Assume Vendor Management-Indirect Spend Integration •Eliminate Silos •Virtual Teams •Improvements •Optimize End-to End Processes •Partner/SSC accountability •Value Added Re-scale & Expand Systems/Service s Year 1 Year 3 Year 6 Business Services: Continuous Evolution Focus, Measure, Rebalance and Transform 1st 3 Years 2nd 3 Years 3rd 3 Years Do not distribute or reproduce without written permission from Ed Martinez
- 4. External Recognition of Value Creation 4 2003: Voted One of Top Most Admired Business Services Providers 2005: Awarded “Best Mature Shared Services Provider Award 2011: Awarded “Excellence in Value Creation” 2013 Shared Services and Outsourcing Network RecognitionNominated as a Top Thought Leader and Contributor to Shared Services