IMPROVING GLOBAL BUSINESS SERVICES WITH MARKET INTELLIGENCE

Transcription

1 IMPROVING GLOBAL BUSINESS SERVICES WITH MARKET INTELLIGENCE Mary Ellen Bercik, Sr. Analyst, Market Intelligence Market Intelligence & Innovation 2016 January 29, 2016

2 Today s Agenda Global Business Services (GBS) Transformation Role of Market Intelligence in GBS Building Community Engagement with Jive Customer Centric Services

3 WITHOUT GREAT OPERATIONS, EVEN THE BEST STRATEGIES CAN T ACCOMPLISH MUCH. DELOITTE

4 Global Business Services Operational model designed to transform way business is done by looking at services, governance & processes with end-to-end view

5 Common Operational Models Single Function Shared Services Global Business Services Integrated Services * SSCs=Shared Services Centers 2015 Global Shared Services Survey, Deloitte, n=311

6 Cisco GBS Transformation Excellence Organization Ongoing transformation is critical for companies to sustain their competitive advantage and drive growth and innovation.

7 GBS Customer Groups & Business Benefits Customers Partners Employees Suppliers

8 Organizations in Cisco GBS Customer and Partner Experience Employee Experience Procurement Excellence Workplace Resources Business Architecture and Business Intelligence Transformation Excellence Country Enablement

9 Center of Excellence & Transformation Capability Strategy, Planning & Operations Market Intelligence

10 GBS Practices & Process Improvement Standardization Consistency Compliance Customer Satisfaction Continuous Improvement Shared Analytics/BI

11 Challenge of Global Business Services When the value is driven by consistency & standardization, you think global. When the value is driven by needs and variations of specific markets, you think local. Shakti Jauhar VP, PepsiCo

12 ROLE OF MARKET INTELLIGENCE IN GBS

13 Market Intelligence Pyramid Insight Market Understanding Competitive Understanding Competitor Information Customer Information Product Information Market Information

14 GBS Market Intelligence Pyramid Trends Innovation Thought Leadership Change Management Market Requirements Industry Leading Services GBS Competitive Advantage State of Shared Services Market Platforms & Solutions Best Practices Benchmarking Customer Experience

15 Key Customers for Market Intelligence Transformation Excellence Strategy, Planning and Operations M&A Integration Change Management Continuous Improvement Workplace Resources Human Resources

16 From our Customers: Value of Market Intelligence Supports organizational learning Facilitates change Facilitates data driven decision making Helps with employee engagement Channel for communication and collaboration

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18 GBS Research Examples Strategic and operational dimensions that impact business performance Organizational Design M&A Integration Mapping of acquired resources Finance Transformation Accounts Payable Process Cash to Pay Trends in Labor Arbitrage Outsourcing, Re-insourcing/Automation Customer Support Call Centers Benchmarking and Metrics

19 MI SERVICE DEVELOPMENT AND DELIVERY Catalog of Services

20 Services Development Stages Explore Understand mission, goals, culture of organization Interview key stakeholders & other info teams Who are the decision makers? Influencers? Allies? Customer segments Leadership, BU teams, companywide MI, CI, BI, SI landscape what is it? Who are the players? Audit and Assess Resource audit what resources can be leveraged? Collaborate w other MI, CI,SI, BI teams Companywide subscriptions Add-on seats to Analyst Industry memberships & councils Professional associations Identify gaps and prioritize needs Customer segment prioritization Service Catalog - service prioritization Service delivery model & plan What do stakeholders value? Plan Pilots get something achieved quickly Communicate successes Test & modify Measure uptake and growth Collaborate Expect delays and bumps Execute

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22 Services Catalog with Tiered Offerings General & Self-Services Jive group Monthly newsletter Alerts & announcements Free industry webinars Information guidance Custom Requests Key decision makers - Directors & above In-depth insights Presentations Data or reports Information Consulting

23 Specific Sources for Shared Services Shared Services & Outsourcing Network (SSON) The Hackett Group Corporate Executive Board Leadership Council for Procurement and Operations The Conference Board Corporate Leadership Deloitte Global Business Services McKinsey Operations Practice Bain Performance Improvement Bain Full Potential Transformation KPMG Global Business Services EY (formerly Ernst & Young) PwC

24 USING JIVE FOR SOCIAL DELIVERY AND ENGAGEMENT

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26 Market Intelligence Jive Group Creation Articulate purpose and define success Content creation and curation Experiment - content, editorial tone, design Feedback interviews with users Market, market, market Evaluate and modify Report metrics

27 GBS Jive Group

28 GBS Jive Group Organizational Promotion Analytics on usage, members, followers Customer interaction Content Archive Feature Content Multi-channel Distribution & Jive Group Likes and Comments Easily embed video using link to site or uploading video

29 Source ID Shareable Subscriptions Self Created

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31 Building a Jive Community Clear Purpose of group clear, transparent Engagement = Bi-directional communication Nurturing group - be open, friendly, invite people in, respond to people Connect with & follow other groups participate in wider community People need a reason to come good content curation, people, interaction Internal marketing executive champions as members & users SVP - materials for his strategy meeting, VP Communication, Directors Road shows in person demos at all hands meetings, staff meetings

32 Take Aways GBS Market Intelligence isn t traditional MI Your audience: listen, ask, read, use social Communities need a reason to exist Communities grow with consistency, nurturing and good content curation

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34 THANK YOU! Mary Ellen Bercik or