Deloitte Shared Services Conference 2018 Extended Lab: Practical discussions about your digital journey: Deloitte s Digital Shared Services Lab

Transcription

1 Deloitte Shared Services Conference 2018 Extended Lab: Practical discussions about your digital journey: Deloitte s Digital Shared Services Lab Aprajita Rathore and Susana Cambeiro-Gesto, Deloitte

2 What is Digital? Robotics Automation? Advanced Analytics? Cloud? Visualisation?Workflow? Mobility? Cognitive Insights? Artificial General Intelligence?

3 Digital is not a technology but a strategy a new era of business Exponential connection that affects everything... All organisations must evolve or face extinction The secret is to NOT think of it as a device but about becoming connected, integrated, and efficient.

4 What makes digital? Digitally enabled service delivery delivers three game-changing impacts EXPERIENCE INSIGHTS SPEED Personalisation Accessibility Collaboration / engagement Data / information availability Proactive decision making Creativity / innovation Agility Standardisation & integration Automation Enablers Vision & strategy Process & governance Talent & culture Technology

5 Trends in experience Timeliness of response and reacting to business requests are among the top three priorities of Global Business Services* CARA Sample technologies A cognitive chat-bot built on IBM Watson technologies that answers questions around structured and unstructured data Digital Market Leaders are shifting focus to high quality customer experience: Customer Experience in increasingly becoming more personalised with advanced analytics capabilities driving the change. Increasing / improving Self Service options is a critical component of a good customer experience SAP Fiori Amelia IPSoft Personalises and simplifies user experience for SAP applications to deliver role-based experience across businesses Able to converse with customers in more than 40 languages in a natural, context aware dialogue and enriched with real time insights 75% organisations are currently looking for alternate talent models for their shared services organissations* In order to provide a customer experience, it is important for the SSC / outsourcing support organisation to be adequately staffed and supported by the right operating models, organisational structures, processes, policies, and performance metrics to help ensure results are achieved Servicenow Humley CRM application to connects departments, systems & workflows and uses a closed-loop process to diagnose and fix issues Gives customers the ability to in their own words easily converse with the brand on any given subject whenever, wherever, however it suits them. Giving businesses the power to actively encourage customer and brand interaction. * Deloitte s 2017 Global Shared Services Survey

6 Trends in insight Numerous cases of business identifying revenue and cost saving opportunity by analysing data from SSC/Outsourcing organisations Tableau Sample technologies A mature analytics tool with an intuitive design and a broad range of data visualisation options Ability to analyse and visualise company data in real time holds tremendous potential for identifying business opportunities Decision making backed by high quality comprehensive data drives business competitiveness across sectors ARRIA A tool that uses Natural Language Generation to convert data sets into written reports with natural language commentary Businesses are using innovation and business insights to*: 58% Increase in service quality 31% Increase revenue growth 44% Reduce cost of delivery 20% Deliver new capabilities 38% Improve User Experience Qliksense Worklytics SAP Digital Boardroom A descriptive analytical model, visualised using Qliksense, to better understand what was driving costs and profit to make more informed business decisions A tool which anonymously analyses usage data from business applications to evaluate productivity across people, process and resourcing A visualisation and analytics tool powered by inmemory computing that enables you to review and drill-down data in real time * Deloitte s 2017 Global Shared Services Survey

7 Trends in speed 58% organisations across geographies and industry sectors have implemented robotics in some form* Digital organisations have to respond to changing business requirements and reducing the time spent on transaction processing to focus on value benefits improves the overall performance and also optimises costs. Automation Anywhere Coupa Sample technologies A mature and fast-to-scale automation development platform capable of interacting with structured and unstructured data A Procure-to-Pay workflow tool with the ability to integrate with daily workflows across multiple ERPs Increasing automation is the 2nd most important strategic priority for enterprises Blackline A cloud based platform that increases the quality, accuracy and efficiency of the financial close and other period-end activity Focusing on continous improvement Increasing level of automation Increasing degree of functional process integration Arctic Shores An intuitive game-based psychometric test application used to evaluate candidates Increasing functional scope Developing analytics capabilities Increasing geographic scope Developing a GBS model Tradeshift A cloud-based network connecting buyers and suppliers with solutions across the P2P spectrum, including procurement, e-invoicing, & supplier mgmt. Today In ten years * Deloitte s 2017 Global Shared Services Survey

8 Activity: ranking relevant dimensions Objective: rank in order the most relevant dimension to you and your organisation Time: 5 mins Dimension Characteristics Ranking Personalisation Accessibility Experience Collaboration / engagement Think through where your organisation is today with your Digital journey related to the three dimensions Instructions Rank in descending order the areas of focus in the next couple years (if you are exceling at one dimension then you should rank that lower in your list) Insight Data / information availability Proactive decision making Innovation Agility Standardisation & integration Speed Automation

9 What do we need to enable Digital? What makes digital SSC? What do we need to get there? Personalisation Customised experience for the user/customer. Predict patterns and putting the user at the heart of the design Experience Use of data/analytics Centralised use and management of data to perform analytics Proactive decision making Insightful and predictive analysis to make proactive decisions across the organisation Risk taking Risk-taking, agile, continuous learning culture Talent and Culture Cloud Data mined in real time exponentially faster Mobile Apps Access through multiple channels Accessibility Access to SSC available through multiple channel portal, tablet, mobile apps, social media with intuitive interface Agility Use of agile methodology and talent to manage changing nature of the organisation Speed Collaboration/ engagement Easy to work with effective engagement channels and governance processes Insight Innovation SSC to provide strategic services analytics and robotics expertise, workforce management Changed Skillset Diverse skill sets - design thinking, user-input techniques, technology skills Integrated Standardisation and integrated processes? Augmented teams Scalable and cross functional teams with both human and digital workforce Process Machine Learning & AI Increase speed and add value Technology Robotics Automation with enabling and new technologies Standardisation & integration End-to-end integrated and standard processes and ways of working Automation SSC takes advantage of technology to automate processes with combination of human and digital workforce Governance Proactive, adaptable governance structure Data/information availability Rich, clean, structured data A clear digital vision and strategy is the core enabler

10 Activity: what do we do next with Digital? Objective: as a group, discuss your current situation, possible goals and identify relevant next steps At your tables, you will find a hand-out with descriptions of the three Digital dimension, nine attributes and related enablers STEP 1 (individual): Each participant takes 5-10 mins to review the descriptions and assign their individual status on the maturity scale for where they are today and where they d like to be in the next 1-2 years Time: mins Instructions STEP 2 (table): Each table takes another mins to discuss their findings as a group to align on: A representative score for their table Top 3 actions they would take over the next 12 months to bridge the gap (use Post-it notes) Each table assigns a table spokesperson to summarise the highlights A Deloitte leader will facilitate the discussion and provide guidance so that each participant can depart the forum with a set actionable steps to move along (or start) their digital journey

11 Summary: debrief from each table Objective: cross share actionable steps you planned for your organisation Time: 20 mins Instructions Each table representative spends 3-5 minutes summarizing the common themed actionable next steps with the room Personalisation Customised usercentric experience Analytics Strong analytics capability leveraging central view of organisational data Proactive decision making Predictive analysis to drive decisions across the organisation Agility Use of agile methodology and flexible talent to pivot and adjust Experience Insight Speed Accessibility Multi-channel access with intuitive interface Collaboration Effective engagement mechanisms and governance processes Innovation Performance of increasingly strategic, value-added services Integration End-to-end integrated ways of working Automation Streamlined processing via a combined human and digital workforce

12 Making it happen and bringing it all together Set the tone Get CEO sponsorship Sponsorship Create a brand Lay the foundation Enable cross-functional structures Cultivate new talent Unlock value Leverage data & lead digital Run it like a business 1 2

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